Sears Refrigerators Reviews

No clue if that will really happen or when next technician can come to repair it. The refrigerator was $2800 - if I call another repairman I void the warranty. There has been no offer to replace the food I lost, or of a new appliance since the one I have has been inoperable for a month so far. If the parts get better IF and the repairman can get here ASAP it will be 6 weeks without a refrigerator. Sears, Kenmore have no interest in customer service.

Sears took my money & I got NOTHING. I am still dealing with them trying to get my money back. Because of them I was without a refrigerator for weeks. This is the worst customer service I have ever experienced! Horrible! And to think it is a well known & trusted for so long name like Sears, who I've bought so many appliances from in the past. They have really gone down the toilet. They are not the company they used to be who were committed to good customer service. I will NEVER buy anything from them again nor use their services & will recommend the same to others.

Wednesday time call comes in, 4:45 pm-6:45 pm, WHY??? Another call to the call center where I am told the delivery won't get to my house until after 6pm, I am after all, their last stop. He promises ma'am, guaranty ma'am, after 6pm. Surprise, delivery is ahead of schedule and can deliver at 3:15pm, are you serious??? I am at WORK!!! 4:30pm I get the call, we will be there at 4:45pm and can only wait 15 minutes, so I leave work AGAIN!!! Call center calls me to make sure I am on my way home and "promises" me the delivery guy will wait until 5:15 pm, but can’t wait any longer, fine! I arrive home at 5:09pm, guy is gone, note is left and neighbor said they pulled up and left in 30 seconds, just to leave the note they were there at 4:45pm and left.

Another call to my friends in the Philippines who say the warehouse will send the delivery back out, lies, I gave up at 9pm, but the next morning when I speak to a "Manager" he argues awhile, but finally says Saturday morning the item will be delivered. Friday evening my time slot now says 6:15pm - 8:15pm SERIOUSLY!! This was done out of spite, I asked for that time ALL week, and now that I ask for morning, they give me LATE!!! Sorry Sears, I'm done, I cancelled the order and no one cares, I have been buying appliances from Sears since I was 18, I even worked for Sears when I was 16, and I will NEVER purchase anything from Sears ever again, and I will tell anyone who wants to hear it, my story! Such a disappointment, and what's so sad, and good luck talking to anyone in the USA, all voicemails, and auto transfers to a call center who has zero power and can get nothing done!

In another month when the warranty was out Sears called wanting to know if we wanted to extend the warranty again and I didn't bite on the sales pitch. Within 6 months again, yep, you guessed it icemakers on the blink again, I called Sears with it out of warranty and they agreed to renew the warranty for $208 so I bought the warranty with the icemaker costing just under $400 and the repairman replaced it again... 4th time in 5 years. Sears just called a while ago and said that our warranty is fixing to be out again and this time the warranty was $280 so I told them no way and that I felt I was being held hostage by Samsung and Sears warranty and that if it went out again we'd just buy a new non-Samsung brand.

The very first time it went out Samsung told me that we had to go to the dealer that sold it to us and that is what they told us even when it had to be repaired other times. So basically Samsung doesn't think very much of their appliances so that's the reason we dealt with Sears but no more, EVER. Sorry for my rant but Samsung won't ever see any of my money for a refrigerator.

It was delivered within a couple days with no issues. We received a food loss reimbursement and all was well. Here it is 1 year later, and the same thing happened. Only this time the technician came out within a couple days. He confirmed it was the compressor. He also stated that our particular model has a known compressor issue and even a class action lawsuit for the known compressor problem. But they are backordered and come from Korea. It takes 2 months to arrive. He said we can apply for food loss reimbursement again and a rental. The only problem is with the rental. It would be our responsibility to move our broken fridge, pay for and pick up the rental, and then return it when needed. No thanks, this shouldn’t be our job for their broken fridge. We have been using an old, small fridge in our garage for 2 months.

When the time came for our scheduled repair with the new compressor, we decided to call Sears to find out if they had a specific date. Apparently we weren’t in the system to get a repair. We have spoken with 3 different customer service reps (who all claim they have managerial duties). All of them tell us they will look into it and call us in 2 days. Yet each new person knows nothing. In the meantime, we have been without a working refrigerator through Thanksgiving and it looks like it will be through Christmas as well. Sears has ABSOLUTELY the WORST customer service we have ever experienced. Nobody seems to care what we are going through. We can’t walk into a Sears store to speak with anyone, because their customer service is outsourced to different countries. This is horrible! Glad they are going under, just worried what will happen with the future of our fridge?!

I also asked them since the product is defective, I don't want it to be fix every month, and also, what if the warranty expired? The person said, "Then you can buy three year or five year warranty." By the way, they have worse customer services ever, the only thing they do it transfer you to different person for a thousand times, and make you wait for hours.

The online customer is terrible too. They gave me different answers from different people. I was so frustrated to deal with them for three month. Then I purchased a new refrigerator from BestBuy and it works perfectly fine. I went to dispute my credit card charges and Sears since I am not satisfied with the product. Sears was trying to prove to my CC company that their return policy only good for 30 days with any exceptions. I was not able to get the charge back. Will never purchased from Sears again. Worse experience ever.

Meanwhile, if I call again, all of a sudden there's an appointment a day or so earlier. According to my home warranty, I can't cancel it without being billed for repairs. NOTHING HAS BEEN REPAIRED! 2 1/2 months without a fridge. We have finally given up and are going to buy one and accept the loss. It is the holidays. Do you have any idea what it is like to not have a fridge during the holidays? Apparently, Sears does not care because I get the runaround every time. Do not, whatever you do, buy anything from Sears or their home warranty. You will not get anything fixed.

They clearly sold me a used refrigerator a year ago and won't replace it. I just keep getting put on hold for 20 minute spans while various people tell me that they can't replace the refrigerator and it is out of warranty (like I should have known to take it apart a year ago and realize it was used). And in the meantime... we do not have a working refrigerator. I just can't believe that Sears won't replace our refrigerator or at least try to figure out how we were sold a used appliance! They clearly just don't care about customer service. My next step is to try to take legal action but have no idea about that process (since I have never had such poor customer service).

The Sears Techs showed up, but didn't bring any parts. They confirmed it was the compressor, and used my phone to order the parts from California. My next appointment is for Dec. 20! The time-frame is ridiculous for any repair, but especially for a refrigerator. I have little confidence they will have my fridge working on the 20th. They'll probably get the wrong part, or something additional will be wrong. I'll then have to go over Christmas and New Year without a fridge. If they can't do repairs timely, they should allow other companies to do warranty repairs. I've loved my fridge, but I won't be purchasing any more Kenmore appliances because of this experience.

I was then told "I'm sorry this happened. The earliest date we can send someone out to exchange it with the correct refrigerator is December 26th.” I was floored. I asked for a manager and was transferred to someone named Revien. She told me she would contact the warehouse and call me back. She called me back later and told me the same thing December 26th. I explained that we were being forced to suffer for the mistake Sears made. She offered us $200 in Sears reward points. Are you kidding me? We need a refrigerator! It's leading up to the holidays and we have family coming and our kitchen has a huge refrigerator in the middle of the floor. I told the lady we just need them to come and get it and issue a refund asap so that we can go elsewhere to purchase a new refrigerator. I was then told the earliest pick-up date would be 11/28/2017 and the earliest refund would be 10 business days from the pickup date.

I asked if they could expedite it or if they could remedy this situation by bringing us a refrigerator that is of equal value as the one we purchased and I was told no. At this point, I am disgusted, stressed and at my wits end. We just want our money asap so that we can go out and purchase a refrigerator and hopefully have it delivered and installed before the holidays.

Nov 25th I called the service number and was told the next available date would be Dec 5th. I tried to voice my concern over this issue and found that I was continually speaking to people in the Philippines with fake American sounding names. I finally after 2 hours got to speak to an American Sears rep and she said once outside a year there was no help from Sears unless you purchased the extended warranty. I asked if she was saying that Sears only stands behind their product for a year and she said, “Yes” and I needed to deal with the group in the Philippines. I will never purchase a single Sears item again. For them to sell a product for over three thousand dollars that only last less than 2 years is terrible. Kenmore is not what it used to be. All the major parts are made in China according to the Repair technician who also said you should never expect it to last 5 years anymore! Zero stars was not an option so I had to give 1 star.

Everyone that I spoke to in the repair department spoke with broken English. I could hear all of this idle chatter in the background and when I asked to be transferred to someone else in customer service I was told that they were not allowed to do so. They refused to give me any other info as to who and where they were. Calling my local Sears was a big disappointment as well because it led me back to the same automated mess as before. I even went in person with the same results... No one could come to my home before November 21!! Unacceptable!! So here it is November 21 and the tech informs me that I will have to wait until December 8 to my refrigerator repaired. I will like to add that he was really nice and informative.

My family and I have been left in a very unfortunate situation. Not only have we lost food and are using a cooler for the bare basics such as milk and eggs, but we've got to change our holiday plans. I am thankful for what I do have as I know this is minor compared to what I could be facing, but this is the first year in many that I won't be cooking for my family and that I haven't shopped for food simply because I just have nowhere for it to go. It sucks!! You buy what you think is a quality product, get the warranty and think you're okay, but that's not the way it always goes. I'm very disappointed in Sears and I can now see that I'm not alone. Definitely not the company it once was. You're losing good customers.

I attempted to call them several times yesterday and continuously reached a message. The message gave another number to call to reach an operator which I did. Surprise, another message. I called the store this am and was told all associates were busy and told to call back. I explained I would wait on hold as I was having a hard time reaching anyone. I was on hold for 21 minutes and reached a sales associate in the freezer area at 10:50 AM on 11-14-17. The sales associate told me if I wanted resolution I would have to reload the freezer and bring it back to the store. I explained that I thought that was not fair when it was something they had caused and I was being inconvenienced and I felt that the store should make it right. He basically told me that was tough luck and he recently bought a guitar at guitar center and had to wait 2 months to get it.

I told him that I would be contacting customer service and asked for his name at which point I was hung up on. I went to the Sears Customer Service to send in my concerns and was unable to submit my complaint as it said it was too long. I attempted to make it smaller and was notified that there were still too many words at which point I gave up. Needless to say I will no longer be shopping at Sears.

I will post the name of the store and company in every website I can find. I am also going to post the model number and pictures of the refrigerator. If they do not help me in some way shape or form. I will never support that store again and will encourage others to stay away! Unacceptable! I have cell phones that have lasted longer... this isn't a minor repair. This is a damaged product! This is a faulty product! Unacceptable!

Today (Oct. 18, 2017), I called Sears for the racks and I was told that racks weren't covered under the agreement. I spent the better part of 2 hours talking to the rep and her manager and they hid behind the contract that supposedly states that ancillary equipment isn't covered. I asked them to listen to the conversation that I had with the rep as all calls are recorded. I was told that regardless of what was promised, they wouldn't cover the replacement of the dish racks. The manager told me that the rep would be retrained so that such a mistake is not made again.

That doesn't help me as a customer (now a former customer of Sears) because I expect Sears to make good on the promise. The rep or the manager didn't care and they didn't mind losing my future business. I have bought my appliances from Sears for the past 40 years and I will not spend another dollar at Sears. The manager agreed that most customers including herself do not read the lengthy contracts and people buy products and services described by sales reps. Sears offered me a $25 gift card for my troubles and I declined to accept this offer. I am thoroughly disappointed with Sears. Beware of Sears contracts. This company is going downhill rapidly.

Exactly a year later, the refrigerator started making noise. I called SEARS and ask to get an extended warranty. They said that the smart warranty is the best. It covered all my appliances in the home for just $54.00 a month. I was to get the first month free. But I couldn't call anything until September 25, 2017 when the warranty takes effect. Okay so I agreed. The co payment for service was $75.00. I called in September 2017 for them to come and check out the refrigerator which almost stopped working completely. They made the appointment for the 25 of September and sent me an email which stated I had to pay $80.00. Which was not the agreed upon price in the contract for the warranty, I argued until I was blue in my face but they still charged me an amount not agreed upon and if I wanted my refrigerator checked I had to pay.

The following day they charged me $54.00, in which they said I would have a free month. Come to find out the month that was free was the month I was not to make any claims. Therefore there really wasn't any free month. Had I known I would have just paid for a one year extended warranty. I lost over $250.00 worth of food waiting for them to come and check the refrigerator. The technician stayed no more than ten minutes to fix the refrigerator.

I research and found out that this type of refrigerator was having the same issues since 2004, 2005. Why are they still selling a product that has temperature issues? This is a refrigerator, and without it properly functioning one cannot live in a home. It is essential. Well, the refrigerator is having the same problem again not even two weeks later and I had to schedule for service again. They are now charging me $89.00 per the email when they didn't even repair it in the first place and now they want more money. If this isn't fleecing American than I don't know what is.

The poor guy at my house was at a loss; I don't live close to the ocean as we both knew standing in my kitchen (a long way from the ocean), and I had heard the whole thing. I called into customer service, and they said the STAC guy on the other end WAS the last word. It was like being in the Twilight Zone; nothing we could do, not even give them my address -- the word had been given that we were "too close to the ocean". I got the tech's #, and a written statement, and let him go. I called customer service a # of times, and finally got someone who said they could send another tech out who could override the "STAC" guy on the other end of the phone on the first call.

That appointment was 3 weeks later. Again the tech comes out. Again, he says it is broken. And he says it is obvious. But, lo and behold, he says he has "no power", and "can't override STAC". So, what to do? Every human sees: it's a faulty/broken fridge. But reality doesn't have anything to do with it, and there's no way out of this weird Kafkaesque conundrum. This is where I write: My floors are damaged, my wall is "bubbling", and I now have to wait for longer. The fridge was 4,500 dollars. I feel robbed, and would like to sue... But at the very least feel that anyone who reads this should avoid Sears and Kenmore at all costs.

Call again and have to wait for someone to come out Again. When next tech comes out he says it is the condenser and that he has to order it. It is now October 4 and we are still waiting for the parts to come in. I have called countless times to complain about why this has not been resolved. Talked to Jim ** with Sears customer relations and he doesn't seem to think that there is a problem with having a refrigerator that is reading between 47 and 57 degrees. I am beyond disgusted with the customer service. The next date they have someone going out is October 13. A full month after the first call was made. A month that my parents have been without a refrigerator.

In that time, we of course lost everything in our refrigerator. I filed a food loss claim on 8/15. Supposedly a check was issued on 8/18. We have never received that check. I have called 5 times and all they keep telling me is that the issue is being researched. Today I called and was told that it could be another 3 weeks. This is totally unacceptable. I will never use Sears for any warranty issues again.

So I now will be ordering the tubing for $6 and making the repair myself. The diagnostic cost alone was $112.22 and if I had wanted him to come back to replace the water line tubing the total cost including the diagnostic cost would be $291.21. While the technician was still in my home, I called Sears to asks if it was acceptable for them to send out a technician without what I consider to be a common refrigerator part and they said yes. I took half a day off work and had I known that Sears does stock their trucks with common parts, I would have called another appliance repair company. What a waste of time. Never again will I call Sears.

He said, 'Well, ok, but that computer there on the back costs nearly as much to replace as the fridge itself.' I was still in, "I trust Sears" mindset and had no idea Sears had fallen so far with the Kenmore brand. It's basically a lemon. I've had it 18 months and the icemaker doesn't work and never did work properly. The fridge either freezes stuff in the refrigerator section or thaws stuff in the freezer. It gets ice formations all over the inside of the freezer, the water dispenser leaks. I get random puddles at the bottom.

When it does make ice, it drips and freezes the drops impeding the arm movement so I have to go free the arm several times a day and we get maybe two glasses in a day from it. The filter costs 60.00 per year... now, the freezer is 48 degrees and the fridge is 52 degrees. I am standing here trying to decide whether to throw good money after bad, or just throw this awful excuse for a refrigerator in the trash and start again with a non-Sears product, or fix it and pray it gets fixed. I'm leaning toward bailing on this 2000.00 worthless box those crooks sold me. No wonder Sears is going bye-bye. I am so angry and frustrated. What a ripoff.

If I had not been told I was guaranteed "next day delivery" if my online was placed by 5:00 p.m., I would have gone to a big box store to make the purchase. Perhaps that is why I was given the "misinformation" in the first place. Lying to a customer about what you will deliver in order to procure an order is fraud. There is no way Sears can survive with this lack of customer consideration or service. Please reconsider your policies regarding online sales, and provide only accurate and verifiable information to customers.

Thursday rolled around and I got a call at 6:30 am asking if I could change my delivery to 2-4 pm because they've had some cancellations. I say no because I work. I can't be there. No problem, they'll deliver it in the time I was given. I go home, take everything out of the fridge and lo and behold, I get a robo call at 5:45 saying they can't deliver it that night. Weird, because they've had cancellations earlier in the day. They should have NO PROBLEM delivering it. I call customer service and ask why. The guy says he doesn't know because there was no documentation as to why.

Well I'm no dummy, it's because they were done at 2 pm and didn't want to stick around. I head to SEARS to say, what's up with that? That's ridiculous. SEARS says, "you're right". They give me a $100 credit and say, "it'll be there tomorrow". Same time. Now it's Friday, Sept 16 and I'm told I'll get it between 5:15-7:15 pm. Great! Well nope! They deliver the wrong one. I go back to SEARS. They say "oops! We ordered you the wrong one." Now, they say Monday between 5:15-7:15 pm.

Monday, Sept 18 comes and I get a robo call. Oops! Your fridge didn't make it on the truck from Chicago to Minneapolis. Are you kidding me?!? Tuesday, Sept 19 I am told I'll get my fridge. At this point, who knows? The manager at SEARS sends me a message saying, "you'll get your fridge at 5:30". I say, "perfect", because I won't be home until then as I have meetings after school. I get a call at 4:30 saying from the delivery guy who says, "yeah, I'll get you your fridge, but I was done at 2 pm, but since you need it today, and this is the 4th attempt, I won't be able to be with my kid on her birthday, but you need your fridge."

Seriously?!? WTH? I was guilt-tripped by the delivery guy because I'm paying $1500 for a fridge? When the delivery guys showed up, I video documented everything. The one guy who blamed me for not being able to spend his kid's bday with him was a total ass. And the other guy was fine. I'm never buying from SEARS again. And thank God I didn't pay the extra $500 for the warranty.

A week later they came back with a 'second tech' for opinions, They needed to order parts, which would take 3-5 days!!! That was a week ago! I called today to see when they would be here, to be told that the part was on back order. The soonest it would come in is 6 days from now! Firstly, that means we are without a receiver for a minimum of just under 4 weeks!!! Secondly, do you not think that Direct Appliances of Dallas could have called me to let me know they cannot get the part!!! I had told the techs that it was our Jewish holidays this week and I HAD TO HAVE a refrigerator!!! Had I at least been advised by Direct Appliance, I would have rented a darn fridge!!!

Talking to the service or warranty department is like being in a torture chamber. They make every single excuse why they cannot do anything more to help you. You go to repairs, then get sent to warranties, then to claims or something like that just to be told they will put you back to the repairs department!!! I asked, in fact, I begged to speak to a supervisor but was refused over and over!!! The lady Katina was extremely condescending to me! Yes, I started yelling as would anyone who is a) without a fridge for so long, b) getting nowhere with a company who clearly have their run around plan all planned out, and c) you have paid a lot of extra money for this supposed warranty!!! What is the customer supposed to do???

Guess I know how they trained to answer questions! Was called back after about 45 minutes. Technician felt it was my fault because there was a miscommunication about the appointment. Hmmm. I thought it was pretty clear-cut: Schedule for specific time and they show up. I asked if he could come the following morning. He said there was no way he could come. I'd have to reschedule. I did, but with GE home repair!!!

They could NOT get anyone here to even look at it until 9/21/17. So, I went down to the Sears store in person to see if they could get someone to come earlier than the phone call I made. Again, to our dismay... NOT until 9/21/17. So, we called another company here in Myrtle Beach and they sent a gentleman to see what he could do on 8/14/17. He seemed like he knew what he was doing... but... the fridge itself scanned at 60 degrees (don't remember what it said for freezer, but not where it should be to keep things frozen). Then he stated he couldn't work on it as it was still under the 5 year warranty from Sears. Plus he stated they could NOT get parts for it as it was built by LG. Just to order the parts he said could even be up to 6 mths just to get them, then time you made appt to get them put in. MIND you, this would be close to 8/9 mths just to do all this.

So I called the service center again to see if we could really get someone here sooner but to no avail. We even suggested that someone come and get it until they could fix it and lend us another one... but they said NO. So how are you suppose to keep food cold enough for months without it being fixed. People DO need to eat. I guess people have to eat out for this amount of time. RIDICULOUS. So, I canceled the appt for them to just even come and look at it and went out and bought another Refrigerator... NOT connected to LG. So, OFF went my NICE fridge for something different. NOT Happy with Sears and will NEVER buy anything from Sears again. This was a LOT of money out of our pocket not to even last 2 years. After the fact is when I started hearing so much BAD stuff on this store.

So, now it's been a month with no working refrigerator in my home and when the service tech shows up and puts the new compressor in he then tells me he should have ordered another part with the Order! He said he would order that part to be delivered to my home as he did with the first order, and he would be back in about 14 days to complete the service call. As of right now, the total time with no refrigerator is going on 2 months! Never ever buy an appliance from Sears!! Biggest mistake I've made as an adult!!!

I have not had ref going on a wk. They promised it would be here on Tues in morning. All calls a recorded. Then 4 to 6pm, then 2 to 4. Great I get my ref that I paid for. Here comes the del guy telling me his truck can't make it up the str. The rest in text between he and I. Trash trucks, ups, fire trucks, LG, U-Haul come up all the time, sent a pic of my str at the time he forgot how to drive. Told him he was a liar, he told me he was losing money on my del and I would have to resch for a smaller truck.

The people in Philippines refused to del my paid ref until this Fri. I paid 4 my ref on Sept 1. Temp was 107, with no cold water, milk, food nada. If anybody or all of people who have been screwed over would like to joint file a case against Sears or go after this company that has NO customer service, count me in. How dare a company like Sears lets this happen. The share holders are less than what my cat does in litter box, spineless. I have email with pics over and over at least 10 times today. Call all stores you can and let them know they belong to the Philippines.

Meanwhile the noise gets louder. The technician comes and finds the coils caked in ice. He thaws them out but does not repair or replace any part. He says homeowner responsible because of a lack of air flow in freezing unit. He advises 1) take out shallow freezer drawer, 2) no plastic bags in lower freezer drawer, 3) dump out the ice from ice maker bin once per week. These were not specified verbally or in writing to us when we purchased this refrigerator and are a significant inconvenience. So, I fully expect it to happen again. I'm afraid when it happens again that there will be another delay in repair service or we will be off of warranty.

Looking online this appears be a recurring issue for this model indicating a design flaw so that it does not defrost properly. Forty percent of reviewers give this refrigerator a 'very dissatisfied' rating. We went to the manager of the appliance section of the store where we bought it asking for advice. She called the service department to schedule an annual check up so I could discuss with the technician if there was a workaround. Workaround could include more frequent defrost cycle or extended defrost cycle (defrost element on longer). After several holds and 15 minutes the service person would not schedule our annual maintenance because the repairman reported his visit as an 'annual maintenance' rather than a service call to repair a problem. The manager passed the service rep to my wife who tried to explain this.

After 5 more minutes we requested another 'service appointment' to check for ice buildup and ask the technician about a 'workaround'. The service rep transferred us to schedule an appointment for 'repair'. My wife handed the call to me because I would need to be home to let the technician in the house. The person then began asking me questions on a troubleshooting checklist. "Had I tried to remove the ice build up on the coils?" "What was the freezer temperature?" "Was it was lower than 0 F?" If it was it could be causing the problem. "What was the refrigerator temperature?" Was it was cooler than 37F?" We were in the Sears store so could not check.

Then the appointment scheduler tried to walk me through how to a manually defrost. This is not in the manual one gets when one purchases this refrigerator. The caller spoke such broken English I could not determine what to do. I SHOULDN'T HAVE TO BE DOING ANY OF THIS! IT WAS NOT EXPLICIT OR IMPLICIT IN THE ORIGINAL PURCHASE AGREEMENT! All I want is to fix the problem... either give me a new refrigerator that works, pay for a 5 year extended warranty so a technician can come melt the ice off my 'frost-free' freezer every year, or put a larger heating element (evaporator), longer timer or more frequent cycle than every 8 days! LG - BETA TEST YOUR REFRIGERATORS BEFORE YOU SELL THEM!!!!

I called at around 5:10 pm. They said they weren't coming till the following week Sept 7th!! So we pay insurance & you guys have no kind of emergency plan, they said “No we do not!” So he said “I'm going to send an email stating you need a sooner appointment.” He said someone will email me within an hour or the next day (Friday). So it's Friday and still no email so I call at 2 pm. They said “Mam there's nothing we can do. We don't work weekends & we are off Labor Day!!” So guess what. I'm stuck till next Thursday with no fridge!!! 2 freakin weeks!!! RIDICULOUS!!! I WILL NEVER BUY FROM SEARS AGAIN EVER!!!

I found this very upsetting to have such issues with an appliance that is barely 2 years and 5 months old!!! On August 21st, 2017 I called the Sears Service department and explained the problem. The first thing the person online told me: "You are not covered by the guarantee anymore. Just the service call will cost you $ 99.00"!!! It is evidently all about money. Plus, I was told that the first available date to send a technician was September 1st!!! We live in Arizona where it is currently between 105 and 110 F. I would expect some better service considering our situation. Also, my wife is currently fighting liver and bone cancer. All the stress of this lack of support from Sears did not help her moral. This becomes unfortunately the trend followed by several American companies. Everyone starts cutting quality corners to make more profit.

At the same time, knowing that their equipment is crappy and will not hold the usual and expected lifetime, they try to sell you "extended warranties" at outrageous prices... to make more money. The CEOs of these companies need to start thinking about the fact that if you trash the quality of your products you will go bankrupt sooner or later. This is the way Sears is currently going. If you increase the cost of goods but keep the expected quality, your business will be successful. I will NEVER by Sears appliances or other products again. Shame on you to treat customers so badly.

I call Sears back after 24 hours - I now have to wait ANOTHER ten days for a new tech. I do. Why?? Because I have NO CHOICE. Sears has me by my bank account and they could care less!! This tech was at least knowledgeable on refrigerators. HOWEVER... He too attempted to leave me for another 24 hours to wait. Why? Because he was going to lower my thermostats on the freezer and fridge to see if they got cooler. ARE YOU KIDDING ME!!! He had just got done telling me that the fridge was registering 30° less than it was set to Ann's the freezer... Same thing!! Seriously! Because you don't need to be a service tech to realize THAT'S NOT THE ANSWER. You just need a SMALL amount of common sense.

So... After disagreeing with him. Explaining I refuse to wait another 10 days for another incompetent tech to come to my house. MIND YOU - I'M UNDER FULL WARRANTY! My fridge is 2 years old. He ODDLY agrees with me. Which is infuriating! Because had I just agreed with him, I'd still be waiting on tech #2. Unreal! After looking at my fridge further... He determined it was LEAKING fluid. And this fluid... VISIBLE TO THE NAKED EYE. Yet BOTH? techs missed it at first glance!!! Pathetic.

In the meantime I FINALLY received my 3rd ordered part... I call to schedule the repair. IT'S GONNA BE ANOTHER TEN DAYS! And why is this so frustrating??? Never mind I've been out of a fridge for what seems like forever... But!!! Online... They have PLENTY of service appointments available THIS WEEK. Apparently those slots are reserved for their next suckers!!! Pathetic. And Sears... DON'T BOTHER LEAVING ANOTHER ** APOLOGY HERE!!! Last time I bashed your service on this same service call... You KINDLY responded with an email address. Told me you would help me straighten things out. More lies. YOU NEVER EVEN ACKNOWLEDGED ONE OF MY 3 EMAILS. HATE SEARS!! Liars and thieves!!

Next morning noise back has been continuous when fan is on and new appointment scheduled again for someone to come out again. This time I recorded the noise but I still have no confidence in it being repaired. After seeing other reviews about this brand now I know why salesman tried so hard to sell me this one. I should have known something was not right when the 5 years extended warranty was approximately $375. If I make it through this one I do not think I will buy anything else from Sears or a Kenmore appliance.

Do not order from Sears at all if you are smart online or in the store... AND if you see this repair company coming ** know that you are in big trouble, since the contract this third company repair service has with Sears obviously includes numerous repair calls to generate revenue for the repair company. Sad to say this company is local and out of Bridgeville PA. They come, replace parts, tell you the refrigerator is working and then leave but the refrigerator is not working. Takes up to two weeks to get them to come back and go through the same thing... Have an elderly husband in need of cold items.

We paid a local tech to diagnose the problem: Evaporator and Compressor needed replacing. Not worth the cost of repair. Sears makes nothing, they buy the cheapest crap and slap their "once proud" name on it, and sell to an unsuspecting populace. Sears, Craftsman, Kenmore used to mean something, not anymore... RIP Sears... This ** our family bought manufactured by a South Korean multinational electronics company headquartered in Yeouido-dong, Seoul, South Korea, and is part of the LG Group. They don't care either. Do yourself a favor, don't waste your money on SEARS products, they'll screw you too.

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.