Sears Refrigerators Reviews

I call Sears again, and the same routine they'll get another technician to fix it and it should be fine. He gets here takes about 3 hours to fix recurrent problem & I'm told it should be working now. A week later what do you know? It stops cooling! Throwing out all my food for the third time is absolutely outrageous. It almost feels like they've been lying to me about it "working good", "should be working good". And no compensation what so ever?! Are you kidding me? What kind of company is this? I call Sears angry as anyone in their right mind would be only to get told a technician should be here for another 3 weeks!!!

I've had to purchase a mini fridge in the mean time which nothing fits. I'm beyond frustrated at how they deal with these issues. I'm actually still paying the refrigerator off in payments only to have it stop working after two years & it's not like I store that much food or abuse it in that matter. I am NEVER purchasing anything through Sears. They're absolutely the worst! They do not care of food loss, they do not care for anybody. Worst mistake in my life is choosing Sears.

The repairman was just here. Thought it was a motherboard problem but did not have a part on the truck. It would have to be ordered. It was expensive ($343 for the part alone) and there was no available appointment for another 3 weeks. I will have to live with intermittent beeping for a month, if they indeed fix the problem on the next appointment. I won't be buying another Sears appliance because 1) a 2 yr old refrigerator should not have these expensive problems and 2) they don't have enough repairmen to service their appliances.

We contacted Sears to see if we were still covered by a warranty and/or could get a technician out to repair the appliance and they spent an hour on the phone trying to sell us a year long warranty plan -- and refused to give us the option of first having the technician out to give us an estimate for the repair of the appliance (e.g., allowing us to decide whether it was cost effective to have the year long warranty plan). Hard to understand that Sears thinks it wise to sell bad appliances, and to respond to a request for help by forcing a consumer to gamble on whether its year long warranty plan will or will not save the consumer money on the equipment repairs.

Updated on 06/19/2015

Last time repair person was here he ordered the part needed to be shipped directly to my home and set me next appointment for 8 days later. Surprise, surprise the part did not come the day before appointment so of course had to be rescheduled. The date part ordered June 11th, new service date June 17, part came afternoon 17th but Sears cancelled that appointment and next date June 27. Run, run very fast away from Sears!!! My first appointment was June 5 by the way. REALLY how can anyone call this service. Go to Lowe's, Home Depot anyplace but Sears. This refrigerator was over $3000 and was installed November 2014.

My wife doesn't want to spend the money to repair this problem and we have now gone out and purchased a LG refrigerator cause of all the great reviews on them. It's a shame that a Kenmore refrigerator only 4 years old would have problem like this. I'm sure this was a defect in the design and like car companies have recalls on their problems, Sears should do the same. Bottom line I will never purchase a Kenmore/Whirlpool refrigerator from Sears again.

Tech Pro called me back and said they did not service zip code 30025 would have to go back to Sears repair and start all over again with them. I did not understand this because every time I called Sears they verified my address including zip code and my phone number. Went to Sears store in Monroe who arranged for repair to be done today June 2nd, between 8-5. Repair person said they were not required to call customer when they are delayed. Came at 6 pm and advised me would have to order a new part that would be here in about one week, but could not schedule me for installation of new part until June 16, 2015.

When I checked with Sears store they advised me there was nothing in computer about a complaint that I made to main customer service dept. at Sears headquarters. Guess they think I cannot prove this but I have been getting ice from my neighbors since April 15th and guess I will continue till… I paid for this purchase on Sears, charge card 6 months no interest and paid off in 5 months.

For some unknown reason, no one can tell me why the May 26 appointment and parts request had been cancelled. Once again the parts were supposed to be on emergency order and a June 3 appointment was scheduled. I spoke to the repairman that initially came May 5 and I asked him did he cancel the appointments and parts request and he had no knowledge of what was happening. He went ahead on May 26 and reordered the parts that once again not ordered and gave me a new appointment for June 8 hoping he would get the parts. I am extremely frustrated with your service. It appears no one speaks with one another. 55 days and counting to repair a 6 month old 2600 dollar refrigerator.

I wondered if the temperature was off as it was barely cold. Took a firefighter temperature laser and it read 56 degrees, so for 4 weeks I have been eating spoiled bacteria ridden food. Just wonderful, I'm being extremely sarcastic. Upset I called the diagnosis number. Just to get a rude man named ** and he brushed me off. Nope not going to happen!!! So I called the store spoke to the manager and explained I'm dropping the refrigerator off and want my full refund, or Sears can pay for my $20,000 plus medical bills, so he was smart and said yes to the refund.

Well I loaded the lemon up and arrived there in two hours, everything was going smoothly till some lady that was a worker bee decided to get involved refusing the refund. Nope I explained that I will leave it in the store with all the spoiled food in the bag, she needs to be fired immediately for having a condescending attitude. Long story short I told the manager he better hold his word and smart for him and the store. He finally agreed to the refund, otherwise they would be paying over $20,000 in medical bills that could be proven.

It's extremely sad that Sears used to be honest and have pride but now they have done so many people wrong that they are going to go bankrupt in two years or less. Also bought Kenmore freezer and it broke after two months and another fridge is falling apart so goodbye Sears until your quality and customer service is improved considerably. I won't hold my breath.

Sears DOES NOT CARE FOR YOUR INCONVENIENCE, NOR THE LOSS OF MONEY IT COST TO REPLACE ALL THE FOOD. ONCE YOU BUY IT, THEY DON'T CARE. HAVING TO WAIT ALMOST 2 WEEKS AND LIVE OUT OF A COOLER TO ME IS REALLY POOR SERVICE. What do you think????? I'll bet if it were their family that had this problem it would have been handled immediately. We had originally tried to get service and they couldn't come out for 2 weeks either. I love Frigidaire but really dislike the lack of help from Sears.

Well the two man delivery team gets there Saturday morning and starts unloading our appliances. One of them comes in to the kitchen and I explain to him about the floors, he instantly becomes irate and doesn't say a word to me and just continues unpacking the appliances. But don't get me wrong, he would make his point very clear as to why he was angry over the next hour.

First off, I heard at least 4 to 5 times while moving in the first two appliances (the stove and dishwasher) how much "easier" this would have been if they could have just used the front door. I find that very hard to believe, as the front door involved a much tighter fit going up the stairs (railings on both sides) and the door was maybe an inch bigger than the back door. At one point, I attempted to apologize for the floors being that we didn't plan on them being done this late but just got a glare and no other acknowledgement. They didn't say a word to me and my wife through the entire process other than "This would have been so much easier through the front door" and basically rushed through the rest of the installation (not even unpacking the dishwasher).

When it finally came to getting the fridge in the house, they had to remove the two front doors from the fridge and from the house and lo and behold when they finally went to move the fridge in, it fit perfectly and required no extra effort to get it in (took maybe 30 seconds in total to get it into the house). After that I was treated with some respect, as I think they realized that they had 0 basis to act the way they did and (maybe) even felt bad.

Nonetheless the damage was done, we spent over $6000 on appliances and were treated like absolute garbage because of something out of our control. I really can't believe how this went down, and am still seething after two days. I understand that the delivery team may have had to put in more effort, but that is their job, I don't treat people like crap in IT because I have to stay late to fix an issue. Completely unprofessional and ruined what should have been a pretty exciting time for my wife and I buying our first appliances for our first home.

The service person told me before he left that I could really have avoided the charges if I had taken out extended warranty as the model, a kenmore elite, 2.5 years old in a one person household, is known to have many issues. What I heard though was "We do you once when you buy appliances from us and we do you a second time when we come to repair the inferior appliance we sold you in the first place".

Call the repair man back, he came out and checked it and said that I should keep it at 37 and watch it. Have done that - but things are way too cold. Vegs and fruits spoil fast because of it - Sears told me that they could do nothing and no other complaints have come in about this problem. Now the light goes on and off at any time. Sometimes you open the door, the light will work other times it doesn't. Sears told me to replace the light bulbs - did that but it still does it. Can't call a repair man since it doesn't do it all the time. A repair man did tell me it is short in the electrical system - probably the same one that cause the fan to stop working and it to freeze up. Don't know what to do - will have to get a new fridge - NOT A SEARS ONE!

When I called back to find out what is going on, they're saying June 3rd is the earliest they can come out. Supposedly the technician is sick but will he be sick a month and how do they know that?? I should be first on his list. This feels like the service I'd receive from a used appliance store with NO warranty. Refrigerators are essential and this is very poor customer service. I've spoke with supervisors and the manager from the store I purchased from and NO resolution!! I do not plan to purchase from them again. My MA was a waste of money.

He promised to come today, April 22, 2015, between 2-5 PM. I never heard from anyone. I called the Sears. They told me that Technician cancelled the appointment. They will give me an appointment on Thursday morning. I had Dr's appointment today. I postponed it till tomorrow morning. Now they want to come on Thursday morning. I cannot postpone my Dr's appointment repeatedly. Now they say they will come on Friday between 1-5 PM. I will believe when I see a technician on Friday.

In the meantime I am been put immense inconvenience by the Sears Home Service. Is this how Sears treats their customers? There are plenty of Technicians available to do this job. Since we bought these appliances from Sears we want to stick with Sears for which we have been shafted by home repair service. I hope Sears do the needful to repair the Fridge.

I have found water ALL over my wood floor and has damaged a section of flooring & part of the wood cabinetry which surrounds the fridge! Why didn't the repairman warn me of this- the drip pan overflowing?!! I had to take a turkey baster and suction out the pan, removing 2 large storage bowls of water. I purposely bought a fridge without an ice maker to avoid floor damage. Ice makers are notorious for breakdowns, repairs, and water leaks. I filter my water & rather use ice trays. I don't know who to be more angry with, service man or Kenmore/LG for building crap! And then having to wait so long w/out a fridge and having to go out & buy a compact fridge to use till repair happens. AND losing food!

In March someone from the Exec called and stated that she would order a part that she thought would fix the problem and if it did, they would give me another year of warranty. Well, it was just a plastic cover. The service tech agreed that it is repairable. After emailing the customer service lady for the last week, I was given the option to replace it with a model that is known for broken ice makers, leaking water, and rusting or I could pay more money and get what I wanted. I was also told that they are offering to replace my fridge as a courtesy because as long as it is cooling, it is not a functional issue. What? So, I just want my money back and I will go purchase a refrigerator that works somewhere else. I'm not giving Sears another penny. (I have 12 pages of emails just this week and still nothing resolved.)

The next morning I received a call from a much more helpful fellow at the main warehouse who said he would recommend an upgrade since they no longer actually had the item I was sold. I was then contacted by phone message by a nice lady that I could never reach, because she was out of the office by the time I got home every day, so ** contacted me and offered me 2 options for an upgraded fridge.

I chose option one, and it was to be delivered today, April 3rd. The fridge they delivered was less energy efficient and smaller than the one they were supposed to send, and the Energy Guide tag inside showed a model number that didn't even match the model of the fridge it was attached to. Nowhere on the fridge was an Energy Star logo. All I wanted was a black energy star refrigerator. It's been a month and a half, and 3 wrong deliveries. That is more chances than most people would give. I will never use Sears for anything, again, and I will absolutely recommend to everyone that no one else bother with this company, either.

After escalating the situation up to the store manager (**) I ended with a single unit with fewer cubic feet than I originally had and an empty space in my kitchen provided for separate units with larger capacity. It is worth mentioning that I even offer to pay for the difference in order to obtain something closer to what I originally had to no avail. In addition I had to purchase an additional 18 cubic feet unit to compensate for the loss of space. This new unit was serviced by Sears many times along the next two years (August 2013) until the service department decided it was beyond repair and I was given authorization to get a replacement.

This time I went to the store located in the Plaza las Americas Mall. After discussing the above with the floor manager, he explained to me that I was supposed to end with an equivalent of what I had, especially in terms of the space in cubic feet. The store discussed the situation with the Service Department and I was authorized the twins that I was supposed to originally get in 2011.

Current Situation: The twins worked perfectly for the past 17 months till now that the refrigerator stopped cooling completely. The technician concluded that the unit had an internal leak that contaminated the cooling system thus making it not repairable. Again, I was authorized to replace the unit and went to the store located in Carolina to find out that the model was not available. The sales personnel understood my situation and went all the way up to the store manager (**) but she refused for the second time in less than two years, to exchange both units so I wouldn’t end up with totally dissimilar units side by side in my kitchen.

After searching the internet and finding out the horrible reviews on my twins, some with my same problem, I decided to wait based on my original bad experience with Ms ** . This lady simply does not represent what Sears had stood for all these years. I escalated the situation up to an arm of the corporate headquarters and everybody along the line understood and agreed that I should be given the opportunity to replace both units, but they didn’t have the authority to do so.

Complaint: Even though Sears sees these twins as separate items; both, the Sales department in their pitch and the customer see these as one unit with separate functions. The customer invests serious money in buying this item and remodeling the kitchen in order to physically accommodate the units. Once this is done the customer is stuck with a larger space that will look awkward with dissimilar units side by side. It is simply unacceptable that I have to undergo the situation for the third time and bring this all the way up to your level with something that every single employee involved understands is plain common sense and should be resolved at the store manager level, especially with a proven loyal customer with a purchase history of both Appliances and Service Contracts.

Suggestion: Place your twins under a single item number if they are purchased together and separate item numbers if they are purchased separate. This way the maintenance agreement will cover both pieces as one unit if a situation like mine comes up. Please, understand that if your sales pitch is to help the customer end with beautiful matching units (washing machine/dryer, or refrigerator/freezer, etc.) the customer is going to end with an awkward setting with dissimilar units if one of the units breaks down in a short term. Finally, I respectfully request the opportunity to replace both units with the current available twins model. Whichever is the scenario that you may suggest I can’t possibly end with unmatched appliances in a situation that is not my fault.

I tried to ignore it. Maybe it just needed to run its course. After 3 days in the hospital in July, I came home to my kitchen reeking of this sour garlicky smell. We quickly threw out the ice and turned off the unit, but for 2 weeks after, every time I walked into my kitchen I could smell it. I didn't turn it on again until February, but no improvement. My warranty is about to expire, so I called Sears who insisted on sending a repair service out although I already knew they would say it's food smell filtering into the ice maker and clean my fridge. That is ridiculous because it smelled like that for a month before there was even food in it.

I am disgusted with the ice and with the service. This is not a "dirty refrigerator" problem. There are enough complaints of this on the Internet to know this is not an isolated thing- it's a common problem that Sears has a stock answer for that regular people can't disprove so Sears doesn't have to be accountable. My warranty is almost up so their position is wait it out. Someone needs to acknowledge that this is a fault in some of the ice makers they are installing in their refrigerators.

The hole grew for 4 years; we sent numerous emails & photos to Sears. But since the ice maker in this LEMON was also defective (the subject of a factory recall we learned later), Sears was making service calls at least twice a year. The ice maker was REPLACED 5 TIMES before the 4 year warranty expired. It still doesn't work consistently, so we buy ice; it's cheaper than buying a new icemaker every year. The rust hole in the door grew until it reached the size of a large LEMON & cold air was leaking from the freezer, with Sears was still calling it "cosmetic damage due to humid conditions", so we contacted a local consumer reporter, who publicly shamed them into replacing the freezer door.

Getting the door & installation was a study in costly incompetence that would take paragraphs to detail. But the unit is plagued with numerous defects; the freezer pull out baskets have pulled out of the walls, & there appears to be rust under the plastic wall liner. And now the rails that support the pull out vegetable & meat drawers extremely brittle & are snapping apart with the slightest touch, so the broken slides need replacing. A search for the parts reveals it would cost more than $450 to repair, even using the generic substitute parts they automatically offer. So soon we will also be without working drawers.

I do believe all customers deserve much more for the $1,200 we paid for the fridge & almost worthless extended warranty. This KENMORE SIDE BY SIDE Mod 253.55672403 is without a doubt a faulty product not fit for retail sale & should have been replaced long ago. But SEARS HAS BEEN ABSOLUTELY HORRIBLE to deal with, citing ludicrous reasons for denying service (such as the laughable "humid climate" excuse). Definitely the WORST OVERALL PRODUCT & SERVICE we have ever experienced, by a long shot. DO NOT BUY APPLIANCES FROM SEARS! Kenmore, we expected more from you.

Turns out they lied to me. Sears doesn't replace doors. I have to get a whole new fridge which means I have to wait for them, let them track through the house, and clean it all up again. I told them I wanted $100 credit for all this trouble. The customer service lady first offered me $80 and the next guy said $50 was the best they could do. Seems like they lie as well. It's not about the money; the point is if it doesn't cost them enough to care, they will be doing this to all their customers. But, after looking at this site, I see that they ARE doing this to many of their customers. I am now asking for delivery at a specified time (cannot keep taking off work) and for the refrigerator to remain in the box. I want the doors changed when they deliver it and I want $100 credit because I have to pay somebody to help me clean the floors and set up the new refrigerator and transfer the food AGAIN.

The noise has come back. This time I started recording the noise on my phone. I called again and they sent someone out. There was no noise during the repair visit. I played the tape for the repairman and he said definitely something was wrong. At the end of the service he wrote it up as could not confirm complaint. About 1 1/2 hours the noise came back. I called the repairman and his voicemail said leave a message and he would to me. I left my message and he never called back.

I went in the Sears on Sunday February 22, 2014. They weren't very helpful but the appliance manager said to just keep calling them. If they had to come out more than four times they would replace my refrigerator. Said he would send a email in to have someone call me. They called and not helpful. I asked to speak to a supervisor who was very condescending. She went on and on with the only outcome they would not replace my refrigerator. She asked what I planned to do. I said "Call once a week for service repair until the problem is fixed."

Will never shop at Sears again. Sears continues to bleed cash. According to NASDAQ "long-term debt is approaching $3 billion, and a quick look at last quarter's $548 million loss". This company is unsustainable. I am waiting for that class action suit. Hopefully before the company goes under.

No one showed up on Saturday nor did they have any record that it was scheduled. They showed up on Monday and because we have three steps that lead to the front door that had frost (not ice) on them, they wouldn't move the fridge in the house. My husband got out a shovel and cleared the frost from the steps. Meanwhile, without saying another word, the delivery men just left. They left our existing refrigerator in the middle of our kitchen where it still remains. I have called repeatedly for them to return and no one seems to be able to make that happen. I have never been treated so rudely and find it appalling. I will never purchase anything at Sears again.

Firstly my refrigerator's thermistor failed. We had a Sears repair person come. He ordered parts and said he'd be back in a week or so when we got them. The parts came but they were not the right ones. We later found out he knew the parts we needed were discontinued but he did not have the gumption to tell us face to face. We lost hundreds of dollars of food and I spent hours over several months trying to get any agent or supervisor to care. We were 2 weeks past our warranty expiration so ended up spending several hundred dollars to buy a limited warranty that would cover parts we need or give us money toward a new product. After a summer with no fridge and two toddlers, we sucked it up and used the "benefit" of the newly purchased warranty toward another Kenmore Elite.

I had resigned to stay silent and just take comfort to rebel against Sears by no longer doing business with them. However as I look around my kitchen I am seeing a Kenmore Ultra Quiet dishwasher with buttons falling off. After a quick online search, it's a common problem with this model and $100 to fix. Also the diagrams on my Kenmore Elite range to show which burner knob works what section are partially rubbed off from cleaning, and same on my Kenmore microwave.

It is embarrassing, my kitchen is a wreck and I am so frustrated that I spent the amount of money I did on this junk. I won't buy from Sears again, and their JD power commercials make me cringe.

The driver calls and asks me, am I sure I want them to deliver because the refrigerator has many dents on the front. What am I supposed to do? Because I purchasing it on searsoutlet.com, I can't get an exchange...I can get a refund. Because I thought I was going to receive a refrigerator on 2/10/15, I now don't have a working refrigerator in my home with 4 children, all my food has spoiled and now either I expect a refrigerator that clearly got beat up during delivery.

The delivery men just arrived at my door...no, at the end of my driveway. The guy tells me that he would be doing me favor bring the refrigerator in my house. And if he brings it in the house and if it doesn't work, he's not going to remove it. So I had no other choice but to refuse the refrigerator, and still waiting for a customer service agent to call me from 9 am eastern time to 2:42 pm eastern time. There is clearly something wrong with Sears customer service and their delivery department! I will have to rate my shopping experience a 0 dealing with Sears.

We started the process to resolve this over a month ago. I finally contacted the manager of my local Sears and he personally called and set up an appointment which was to have been this morning for us. The capper came yesterday when I had no less than three calls from the "service" center confirming my appointment today between 8-12, also stating that I would be the FIRST customer of the day. At 11 a.m. when no one had come, I called the service center to be told there was no one scheduled for my area today! "Why," I asked? "Because your part hasn't come in yet."

I demanded to speak to a supervisor, was put on hold for no less than 30 minutes only to have the same "service" person come back on to tell me that a supervisor was still on the phone and they would call me back in a few hours! I told them to forget it, that if they called me back as fast as they sent the "service" to my home, I might be on hold until my next birthday!! At this point I may be consulting an attorney to find out what my legal options are. I can tell you one thing for sure, however, and that is that I will never again buy anything from Sears Roebuck and intend to spread the word of their incompetence and/or unwillingness to provide anything in the way of decent "service" to their apparently less-than-valued customers.

We made an appointment to have it repaired by Sears, they had to reschedule 3 days later 10 -5 pm and still did not show up or even call. (Very rude.) We called TOTAL MAINTENANCE, INC repairman and he said the fan in the freezer was jammed with ice. He thawed the ice out from the back wall. Several hours later there was no ice made. Then 1 hour later the ice maker started a banging noise and I could see the ice maker shake when it banged..

I called the repairman that serviced it the day before and explained the banging noise and he said that he is replacing the ice maker for another lady from a Sears refrigerator and judging from my description of the noise, I would need a new one too. I called Sears and complained to them and was told that since a repairman used a hair dryer and removed the ice, THEY WOULD NOT CONSIDER ANY COMPENSATION! Sears also told me that since there has been so many ice maker replacements on their refrigerators, they NOW include ice makers in their appliance warranties. There is a factory inbuilt problem with this freezer from the start. To put it mildly, I AM VERY DISAPPOINTED WITH THEIR APPLIANCES! I want compensation! I want them to supply a new ice maker!

I waited 20-30 minutes. When I didn't get a call, I phoned customer service again. I was told once again to be patient... Supposedly the rep called the delivery team again and left yet another message "reminding" them of their obligation to go back to my address and complete delivery as the first attempt was well in advance of the predetermined timeframe and also reminded them that the phone number of delivery address differed from the one used to place the order, and that they'd need to phone the 'delivery address' number.

I then waited another 30-60 minutes, when I realized that the end of my 2 hr delivery window was fast approaching. Called customer service one last time and refused to get off the phone with the rep until she or someone else could confirm that my scheduled delivery was still taking place. I was on the phone with her and several other people for approximately 40 minutes. Needless to say, they eventually admitted that my refrigerator WOULD NOT be delivered today and that their drivers had all gone back to the warehouse and unloaded their trucks. Just to let you know my scheduled time was from 2:45-4:45. Just got off the phone with customer service at approximately 5:30pm EST.

Fyi, this has happened to me before. The first time I actually saw the truck driving away as I was approaching my street but didn't know it at the time... In all fairness, that time was from Sears warehouse - they make such a point of distinguishing between the two. The next time was from Sears. I was fortunate enough to intercept the initial phone call before it went to VM. I was able to speak with the delivery guy. At that time I thought that I'd possibly gotten the delivery timeframe wrong. I told him what I thought the "window" should have been. He was 'nice enough' to offer to make one or two stops in my area that were supposed to have been 'after me', and then double back to drop my stuff off.

I checked the VM, and I was right about the time! The delivery guys also called their dispatch office who confirmed that I was right as well. The guys apologized for the mix up and mentioned in passing that their schedulers aren't that great, and that they're so afraid of overbooking that they've started spreading deliveries out... I think what's happening is that delivery people are starting to fudge their paperwork making it seem as if they're sticking to the schedule when they aren't. Even on today's call, customer service mentioned that their notes showed that delivery was attempted at 2:55pm. I scheduled my day around this delivery and I'm pissed off that this seems to be the norm now.

Knowing my husband would be angry, I asked for expedition and was informed there was no way. I phoned back and left a message saying the 15th would have to do. Our move happened, and the 15th came and went, no word, no email, nothing. I emailed Sears and promised them litigation if this was not resolved. All of the sudden I get my confirmation a month and a week later, my fridge is still in the delivery depot, and the dispatch said it will most likely be another 2 weeks before receiving my fridge. I will never do business with these people again.

December 2014, the compressor went out - lost lots of frozen meat and vegetables. Had purchased the extended warranty (thank goodness) so called for service (we had priority the salesman said) and was told it would be two weeks before they could come. Had to go buy a second refrigerator (cheap model, different brand) to sustain us until Sears arrived. Compressor replaced and a week later, the ice maker stopped working. Was told to go buy a filter as the first thing to check. $60 for the filter and still no ice. Called for service and again had to wait another week before serviceman could work on it.

Serviceman came out, tripped the switch to make the tray drop the ice and the override made it work. He said the ice maker was working. I asked him why there was no ice in the bin if it is working. He "replaced" the ice maker and left. Hours later the ice maker is still not working. Called for service again, but it will be a week before they can return.

Bottom line, Sears refrigerators are not reliable, the service is lousy (probably due to not enough service techs available for all the problems Sears has with the product they sell) and they don't seem to care. If you still decide to buy a Kenmore Elite, make sure to purchase the extended warranty, because you are going to need it.

Original Review: Jan. 14, 2015

Freezer on bottom no problem... Top refrig. running at 55 degrees... Just threw out milk and cream. Called Sears yesterday. They said first service call Jan. 29th, 2 weeks from now?? Will pursue this urgently today.

Called Sears, they come and say it isn't the hose or the valve but the ice maker. So after waiting a week and a half to get new ice maker they come and replace it. Same night after coming home from meeting there is now water all over the floor and leaking into the basement. This water was literally free flowing out of the fridge and onto the floor. Now not only are my floors completely destroyed but my cabinets are also now ruined on their bottoms. I am very upset with this crap Sears has put us through. We work very hard to make a nice kitchen and 1 single Sears product has ruined for us. I want a replacement Refrigerator and I know Sears will not do a damn thing about it. I want them to replace the floors and repair my cabinets as well.

In addition, because my Father in law purchased this as a gift with his credit card, the warranty department would not allow me to buy or even discuss warranty information on my fridge or extended warranties- the woman was extremely rude to me about this. My Frigidaire from Circuit City lasted 15 years without a problem. This Kenmore - 13 months and the fridge still doesn't work even after repair men visited.

I called the repairman, he asks me for a ticket number, I say “oh I was not given one”. He then tells me that I need a ticket number from Samsung or we will be charged for the repairs. So I call samsung back, again I was put on hold for another 10 minutes and disconnected. I call back, ask for a manager, I get put on hold. When I finally speak to someone I explain my situation again and give them all the info on my fridge for the umpteenth time and still no manager to speak to! I am put on hold again! When the CSR comes back on the line, I am told that this will be a matter for the warranty department. I am given a ticket number and an email address with these instructions - take pictures of the fridge, give the make and model number and use this ticket number in the subject field.

I do as instructed. The rust on my fridge has now spread halfway up my fridge door! A week later I get a response that I have to send the pictures in JPEG form (they are BTW) and send as attachments, as well as I need my original bill of sale. So I go through the whole process again, send the pics as attachments along with my bill of sale.

I took some advice and contacted SEARS directly and spoke to a lovely lady named Les (I use lovely lady with all the sarcasm I can muster). After my rant about my fridge, I am told "the warranty is up - we cannot help you." I ask for a Manager, I am told she will not escalate this to a manager because our warranty is up. I tell her “I will call every day until I speak to someone higher up who can fix my problem”, she says “go ahead and call everyday ma’am!” So now I tell her I do not want to speak with her anymore, I want a manager and will not get off the phone until I speak to one. She tells me “no one is available”, I say “I will hold”. I am put on hold for 10 minutes, she comes back and tells me “I can wait all day too ma’am and there is no Manager for YOU.” After an hour, this rude woman comes back, tells me she has spoke to her manager and he has told her my situation is irrelevant because our warranty is up and he will do nothing for us. I hang up and send a message to their customer service department advising them of my fridge dilemma and the treatment I received over the phone from their parts and service department.

I still have not heard anything back until today December 26th When I sent an email notifying Sears that not only is my fridge rusting but the freezer door handle broke off last night when my husband was trying to open the door. Sears obviously has not escalated our fridge issue to management like they said they were in the last email I received from them, and they are not willing to repair the junk they sold to us August 2012!

I know there are more important things going on in the world this is but a speck, but we are hard working people who feel we got shafted by a huge company in Canada that should be standing behind the products they sell and take every advantage they can to keep their customers happy.

UPDATED ON 01/08/2015: It's 1:30 am sorry to write this comment at this time in the morning. But we been stressed out about my fridge that is been broken for almost a month and haven't been fixed yet. Back in December 9th my fridge broke down - this is an almost $2900.00 dollar fridge. We called Sears about our fridge - that it wasn't working. They made an appointment for a technician to be at our home to come and fix fridge. Technician showed up and told us fridge was fixed, to unplugged it for 10 to 12 hours which we did. Next day we plugged it in went to buy food and for our surprise fridge didn't work - food spoiled again. Called Sears again and made an appointment for the 20th - that day we were going out of the country. We begged them to give us an earlier date, but they didn't worked with us. We paid our sister-in-law to come and wait for technician and she did. Technician came looked at fridge and said he was going to order compressor and condenser that needed to be replaced and that he was going to be back on January 2nd to replace part.

On January 2nd my daughter waited all day - no call, no show. We got back to country on December 3rd still fridge wasn't fixed. We went to Sears again and asked them about technician, why he didn't show up. They said they didn't have any appointment for the second. So they gave us another appointment for the 7th. Technician came on the 7th and we explained him about what the previous technician and he told us that he called in sick that day and that they didn't have anybody to replaced him on that day for his appointments. So we called customer service and we told him why they lied to us about appointment on the 2nd and they just gave us an apology.

While we were talking to customer service, technician was working on fridge. After he was done he told us that that the fridge didn't need the new parts, that it was something else that he had to come back on January 17th to fix it. DOES ANYONE KNOW WHAT SHOULD I DO? SHOULD I TAKE LEGAL ACTION? Thank you!!!

Each and every time telling the new customer service representative my story, talked to over 20 people. Each time telling my story. I was told a different model was being shipped. Waited 4 days, no calls. Called Sears and they had no idea what I was talking about. Started the process all over again, this time talking to only 5 different people. Was told they would be calling me back in the morning. We will see. To anybody who reads this, don't waste your time with Sears. They are, were too big to care. I learned my lesson and will NEVER do this again.

The next thing was it went in to defrost and did not come out for some time. Called service and after replaced I believe 2 boards that I was told were bad and were from early production. The top door of the freezer was broken and they sent me a new one. I called service to have it installed and the very first time I opened it the slides on the right side came apart. I would not recommend this unit to anyone. My next step is going to the store where we got it to arrange for a return of what is a defective unit.

July, we call twice and they tell us that they are ordering the correct part. Nothing.....finally, we get an appointment for another tech to come to the house. The first appointment, he is over an hour late and did not call (as requested). Appointment rescheduled for the next day. I wait at home for 3 hours (the window given) and no tech, no call, nothing. I go back to work (1 hour later than the end of the 10 - 12 window). At 3:05, tech calls me, irritated that I am not at my house (albeit he is over 3 hours late). I tell him that I am on my way (I work less than 10 minutes from my house). The tech leaves before I get home. DO NOT BUY FROM SEARS. This $3600 fridge has been broken since March, and it is almost October. Would like to throw the damn thing out into the street!! We will NEVER BUY ANYTHING FROM SEARS AGAIN!!!

#1: Order messed up: Ordered online, with a scheduled delivery date. 24 hours after the order was done, and confirmation issued, they unilaterally cancelled the order, asking me to call them. Turns out that they said that my credit card declined. I gave them a different credit card number, and the live person processed my order. Cost $50 more that I noticed looking at my CC statement. Plus the delivery date pushed out by 4 days. No idea why. In any case, I postpone my housewarming party to 2 days after the refrigerator is delivered. Called my original CC company who said that Sears applied the credit back, there was no decline.

#2. Sears home delivery arrives to my house, and immediately states that since I don't have a shut off valve, they can't install the fridge. Ask me to get a plumber, fix a shut off valve and they would install the fridge. Leaves fridge in the garage. They assured that they would return the next day to fix it, since the day after was the party.

#3. Call plumber urgently, who comes in takes one look under the kitchen sink and says that I have an exclusive shut off valve for the fridge under the sink. In passing he also comments that Sears & Lowe's have folks who really don't bother checking where the lines come from.

#4 Next day, call Sears repeatedly to make sure that the person is going to show up. They keep telling me that he's around the corner, and should be there "soon". When I finally call @ 6:15, they tell me that they're sorry that he couldn't make it, but will be there at the next earliest appointment, 3 days after the party. I completely lose it at this point in time, but hey what can I do?

#5. Purchase heavy moving equipment from Home Depot [who works @ 7:30 p.m. on Saturday night?] to move the fridge with the assistance of my 67-year-old FIL. It's a miracle we were able to move it.

#6. Wednesday the Sears guy shows up again. States that he needs the valve on the wall. I keep pleading with him to take a look under the sink. Keeps repeating that no valve on the wall, no install. Doesn't bother to look under the kitchen sink. States that he needs to talk to his manager. Goes out, and drives away without telling me.

#7. Call the manager. Repeat ad-nauseum. He sticks to his position, not much progress.

#8. Sears customer service contacts me. Wants to resolve the issue. Let's see...

Is it any wonder Sears is going to file for bankruptcy soon? They have delivery folks who aren't in the least interested in working with anything other than the standard installs, whose first response is to refuse to work on anything that isn't templatized, and who are downright hard to work with.

After talking with others about what happened everyone expressed disbelief that this happened and couldn't believe Sears had treated me that way. I was so disheartened by the overwhelming response that Sears had taken advantage of me. Every single person said that bottom line is a $1400 fridge should never fail after 13 months and Sears should not get another penny from me. I had bought several expensive appliances before from Sears but never again. When I called to cancel the plan, after 5 transfers and being on hold 60 minutes, I was extremely frustrated and even more resolved to cut my losses and never set foot in a Sears again. I am not one to make empty threats - when I decide to boycott a business or product I keep my word. And I get family and friends to join me.

The first rep also told me there was a sears site we could go to help offset our food lose.NOT SO ANOTHER LIE! Only thing the tech supports wants to do is get you off the phone so they I'll tell you anything. Seems only thing service techs want to do is come in feed you BS. And leave. I have been a long devoted customer of Sears but no more. I will probably never buy anything from Sears again even tools.

I set up another appointment with Sears (this time arranged to have it first thing in the morning), and had to wait another week for the appointment (ended up buying another refrigerator to keep things cool in the garage). The guy showed up and said I need a new compressor, which they would have to order and once I received it I was to contact the service desk (AGAIN) to set up another appointment to install the new compressor. Five days later, I have the compressor and the service guy was there doing the install. The refrigerator started working fine again for two weeks and then things started spoiling again.

I went through the same customer service routine, made an appointment and waited and the tech shows up and said it's reading "cold enough" and said I should just keep milk at the back of the refrigerator. Cold enough means around 38 degrees or higher, and I guess the door storage is for non-perishable items? Bottom line is I now keep highly spoilable items like milk in the garage drink fridge. It's a pain but less costly than having to toss out milk after three days. I used to really appreciate the quality and service of Sears products, but not anymore. Such a pity. I strongly recommend using another supplier as Sears no longer lives up to their promises.

I will never come back now after going through that so you not only lost a sale, you lost a customer for LIFE. I won't go back if I have a need for a refrigerator... I can certainly wait for a washing machine or dryer, but NOT a refrigerator or FREEZER. I went to Lowe's where they had display models for SALE and not there just for looks. NO WAITING! I'm sure Sears has lost millions of dollars over these couple years alone because they are too stupid and must have way too much money to give a crap or way too many committee meetings and some idiot in a corporate office or cubicle is deciding consumer needs. I could do a better job in my SLEEP! Yeah, I was angry and still am (2 years ago and it's still unchanged. Yeah, I walked the isles just last week and customers are still "being told to find somewhere else to shop").

So I called another number and she was researching if there has been any problems and OOPS, she disconnects the line AND does not call me back even though she has my number. So I call again, same last number and this guy was rude from the get go and my patience was nil at this point and hung up. Very poor product and customer service. Sad, no one cares anymore in our country for us consumers/citizens...

I was told there was no supervisor and I was transferred several times to other departments which all turned out to be the same department...Sears/Kenmore service. After 2 1/2 hours I gave up. I went down to the Sears store to cancel another order I had placed for an electric range. The manager then got involved. I postponed my cancellation. I then received a phone call from service who wanted to charge me $55 to look at the inside of my refrigerator. Needless to say, I am going back to Sears to cancel my order and will never purchase another Kenmore product again. Customer service is one of the most important aspects of retailing and apparently Sears not only manufactures an inferior product under their label, but is extremely lacking when it comes to customer satisfaction.

October 29, 2013 I purchased an identical refrigerator for or second home. Now 5 months later I come home to a defrosted refrigerator, spoiled food and water on the floor. I start the process by calling Sears. They tell me they can have a repairman out the next day. Before we hung up the phone he told me had to call me back because his computer had crashed so he could not confirm the appointment. Now I am really upset in that I have purchased two of these refrigerators and they have broken down in a relatively short period of time. Besides spoiling all my food, the major inconvenience of not having a refrigerator, I have wood floors in my kitchen and needless to say water will destroy my floors. I call the same complaint division this morning and am told their policies have changed. They are not willing to replace this defective refrigerator but they are willing to provide me an $80 store credit to buy a small refrigerator to use in the meantime while they send a repair person to the house again.

I believe Sears is knowingly selling these refrigerators that are known to have serious defects. I pointed this out to Sears and the representative tells me that there are no recalls on this refrigerator. If their own repair people know about this issue and strongly advise people to buy their very expensive warranties because the computer in these refrigerators break down, then I believe they knowingly are selling inferior products and making even more money by selling these warranties to cover their defective products. Being two refrigerators in a 13 month period and both breaking down within a very short period is no coincidence. Because Sears is not willing to take their defective product back, I will never set my foot in their store again. As far as I am concerned, Sears can go ahead and end up in bankruptcy as they no longer operate on the principles that make it once a household name.

Next, I told them they did not have to be responsible for the water line, my husband was coming home and he would disconnect it. (He was here in 5 mins). All they had to do was take out the old unit and bring the new unit into the house. We would install it. They refused. I contacted the delivery department. The man on the phone told me that there was a truck broke down in Phoenixville, PA and they guys needed to leave. I said to him I understood but they could at least help move the units. They still refused.

The deliverymen came here with no intention of taking the time to put the unit into the home or removing the old unit. The men came armed with one excuse after another not to move the units. I am extremely upset with this entire situation. I have never dealt with such unprofessionalism on the part of Sears. This was a horrible experience and your company is promoting false advertising of your delivery service. You should not lie to your customers. People are not stupid, they know when they are being fooled.

If your delivery service is liable for everything that goes on in the process of an installation (this is what we were told by your delivery men, that they were personally liable), where is your companies liability insurance??? This was a complete and utter lie on the part of your deliverymen. You should only advertise drop-off service. Because that is all your company actually offers to your customers. False advertising is illegal. No wonder, your company is heading into bankruptcy. This is horrible, horrible customer service.

Original Review: Jan. 24, 2014

Our previous Kenmore side by side lasted 8 yrs and the compressor failed so we bought another one. From day one, the ice maker would not switch from cubed to crushed. I called the toll free number and the foreigner on the other end of the line said, "No problem sir, we will ship you a new refrigerator". I said no, no....I just want this one fixed! So I called another number and spoke to a nice American lady who walked me through the rather simple fix and said, "This is a common problem". I'm thinking then why doesn't Sears address it?? In addition to that issue, when the solenoid opens to fill the ice maker it is so loud it sounds like an alarm going off. So I reported it and they send a guy out who does nothing but verify the model and serial number, orders a new solenoid and charges $250.00. 2 weeks later another guy shows up to install it and charges $350.00! Now this is under warranty but come on... I only paid $1000.00 for the fridge! Anyway the new solenoid is just as loud as the original one and now they want to come change it out again. I told them I want a different model refrigerator and was told they have to make so many attempts to correct this problem before they can declare it a lemon and have the whole thing replaced. What a joke! I am done with Sears. They suck!

Lost all our food, 250 dollars in food went bad and our Thanksgiving meal too. They said they will not exchange it because its past 30 days and we just realized that they could not get in touch with us because the phone number was wrong. We tried telling them we had a new phone number when we bought it which was bull...

Last month, I opened the upper refrigerator door and the locking hinge broke and fell to the floor. It was a cheap piece of plastic that assures upper side by side doors remain tightly shut. I had questioned the Sears salesman about the integrity of those chintzy plastic locks when I bought the piece of junk. His reply: "Oh no, we never have any trouble with those." When the repairman came out, he said "Oh YEA, THEY BREAK ALL THE TIME." Sears refuses to replace that $1400.00 piece of junk. So I have 2 more months left on my factory service contract. I refuse to buy a service contract for $300.00. The next refrigerator I buy will be a used one.

Updated on 07/13/2015

Now ALL plastic parts are breaking. The meat drawer hanging mechanism broke, which caused the meat drawer to crash to the ground and break; the veggie crisper drawer broke; the thin trim on the top shelf that holds it up within the coated wire frame failed on its own, causing the glass shelf to fall towards me and all the condiments on the top shelf crashing down. The replacement parts are ridiculously expensive - the thin plastic trim for the back of the glass shelf is $17, the front is about $30 and the drawer $60. Throwing good money after bad.

I have used the refrigerator for 7 years with normal use. I place gallon milk jugs, sometimes gallon bottles of apple cider on the shelves, along with glass food storage containers. Nothing unusual. I am so disapointed in Consumer Reports for having reviewed Kenmore as a "Best Buy." My Kenmore vacuum cleaner broke too, in fact 4 different things broke just after the warranty. I will never buy a Sears/Kenmore product again.

The patch is ugly and stuff sticks to it worse than just the interior. We did not consider this a repair. Sears would not take into consideration our long history of purchasing from them and always with a warranty..... We have never replaced any other item. They acknowledged that it was a defect but would do nothing further. When you spend a large amount on a high end appliance and the warranty you expect that if you take care, it will run and look beautiful for many years. It has other cracks and they will just keep patching them. Very poor service all the way around.

I hope they realize every time we have people over and they open my stainless steel fridge and see the unsightly patches (they are right in the front right side), I will tell them how Sears treated us after 18 years of purchasing with them. I will be posting pictures and blogs on every social media I have access to. We will never purchase another item from Sears or any of their holdings again.

Three years ago I moved to a house that needed all new appliances. Bought everything from Sears. Bad idea. Other stuff had some ridiculous stories, but I will focus on the fridge. Shortly after installation, the fridge did not keep a low temp. First guy asked me for my hair dryer..... used it on the gasket around the doors (!!??) and left. No change. Second guy installed a new thermostat. No change. Third guy asked if installer had adjusted the doors and I said, "NO." He tweaked the doors and all was well. If you have ever waited for repair guys you know how much time I spent on this problem.

Now, the fridge is not cold again. This time much worse... It is 47 degrees and won't go down. I called on 10/02 and was told no one can come out until 10/18!!! That means more than two weeks without a fridge! I called "customer service" and no one can do anything except say, I'm sorry. Since I had had problems with this GE Profile fridge before I got talked into an extended contract. Stupid me. If I had not paid for that, I could get someone out here today. Sears will not be around for long. How could this with this kind of service? Now that I am on the internet looking, I realize that EVERYONE has a problem with Sears service, not just me. It is a wonder anyone buys from them and uses their services.

The delivery: the delivery was scheduled for a two hour window, 3:30-5:30. I was told the delivery men would call if they would be late. I took off work to get home at 3:30. By 6:00, I hadn't heard anything. I called the Sears delivery service. Guess what? All of their service is outsourced to India. I could barely understand the person. She read and spoke from a canned script. She finally told me the delivery truck had arrived at the stop before me at 5:51. I asked why they didn't call since they knew they would be late. She had no frigging idea what I was asking. Just kept reading from her script. It gets better...keep reading.

The delivery men came at 6:20, almost an hour late. I asked why they didn't call. They told me they did. BS. Then they decided the fridge was too big to fit through the door. I asked them to take the doors off. They said they didn't know how, and weren't supposed to. BS! [Note: when I talked to the Sears manager the next day, he told me that the delivery men get prepaid as soon as the fridge sale is made!!!!] No wonder they didn't give a crap.

So, now I call Sears customer service and get another Indian woman, who again, keeps saying "I apologize" over and over. I want to know what Sears is going to do to help me. Here's the best part: She says she'll send me a $200 gift card, providing I keep the refrigerator!!!! I asked her where I'm going to keep it since the idiots who delivered it can't get it in the house. Again, she apologizes, and starts reading from a script again. I hang up on her, and chase the delivery morons out of the house.

Next day, I speak to the appliance manager at Sears. He apologizes, but makes no other offer of how he can help me. He confides that their Customer Service is in India, that the delivery jerks were prepaid, and that they should have taken the door off to get the unit in the house. That's it. No offer of what I should do next. I was expecting something like, "How can we make this better or what can I do to keep you as a Sears customer?" No dice. I cut up my Sears credit card and give him the pieces. Went to Home Depot the next day, and had a great experience with them. You should do the same. Stay away from Sears, unless you're a **.

It took four trips to solve the problem. One of the technicians poured hot water at the bottom of the freezer to get rid of the ice and he called the problem solved. Two days later there was a sheet of ice at the bottom. They put a heating element in the drain line to solve this. Between the sixth year and the 9th year they fixed the ice maker 10 times and replaced the motor to the ice storage bin so that it would put out ice. It still does not sound right. Toward the end of the ninth year the ice maker water line filled the ice tray to make ice and failed to cut off the water. Water came out of the front of the refrigerator flooded the kitchen and dining room, and also soaked the carpet in the living room.

I shut off the Ice maker. Used a wet/dry vacuum to suck up all the water. Then after that I photographed all the wet areas of the living room, dining room and kitchen. The living room was carpet. The dining room and kitchen had a hard wood floor. The next day hard wood floors in both rooms started to swell and buckling up. I took a lot of photos. The floor buckled up over and inch and half. I laid a ruler next to where the floor was coming up to show the people at Sears. I called Sears the day I discovered the water coming out of the front of the refrigerator. They sent a technician out three days later, who had to order a part that arrived a week later. I told Sears about the problem with the floor and the destroyed food in the freezer. They turned the info over to a company called Sedwick or Sedwig, who was supposed to call me within 48 hours. I had to call them.

They returned my call 7 days later. They told me to get 3 estimates to repair the floor, and 3 estimates on the carpet. They originally wanted to replace the damage wooden only, but all the floor people said the wood would not match and it had to be replaced. After the company said they could not pay that much money, they said the manufacturer would have to pay to fix the items damaged. That took over two months for Sedwick to give that info to. Then I had to do more paper work the manufacturer sent me. The manufacturer was Whirlpool. They sent me an additional paperwork. Also I sent them the part that failed. The technician gave me the part said I would need it to prove my case. After five months with a messed up floor, they agreed to pay all the damages and sent me a check. Some of the prices of items went up. I had to renegotiate the prices with the people to the amount paid.

September 10th of this year the freezer quit freezing and refrigerator no longer gets cold. The temperature in the freezer is 45 degrees and the refrigerator is at 70 degrees. I had to throw away about 200 dollars worth of food. I called Sears to come and work on the appliance. They informed me that could not come out until Oct 1. I explained to them there are two disabled people in the house, and one is a diabetic and has to keep meds cool. They said they could not do anything about that. The only appointment that I could get was on October first. They farmed out the repair to a 3rd party company. I called them they told me that Sears told them not to come to my house until Oct 1.

My entire point of this history of the appliance is that Sears now sells sub-quality merchandise at premium prices and tries to tell people it is top quality. I believe this is one of the reasons that Sears is having the financial problems it is having. They have lost their original formula that put them on top. They are at the bottom now. I would not buy another appliance from them. I cannot trust their products anymore. I was brought up to believe that Sears had top quality products. This is no longer true. It is cheap goods at high prices. Over the time period I have owned this appliance I have had them out to repair this one item at least 25 times. That is not quality. All I can say now is let the buyer beware.

On Monday (Labor Day), I received two calls from Sears Repair Center indicating that I needed to call and reschedule my appointment. I called and was informed that the part was set to arrive at approximately 2:30 p.m. on Tuesday September 3rd, and that I should call immediately upon receipt of the part. On Tuesday September 3rd, a repair technician from A&E arrived at my door, shortly after leaving a message on my recorder that says this is "Robert calling for the refrigerator", before I could answer the call he hung up. The number came up as private which left me no way to call back to inform him that the part had not arrived. He arrived at my home approximately 15 minutes later. I explained that the part has not arrived and he checked online and said " It is still early". He told me to call back after the part arrives.

Approximately 10 minutes later, the part arrived and I called Sears Repair Center and explained that the part had arrived, however the repair technician came prior to receipt of the part, without confirming part delivery and I was told the part would arrive at 2:30 pm on Monday (Labor Day Holiday). I was told that I had to reschedule the appointment for the next day because they could not send a technician back to my home. I am totally frustrated. First of all the product is 6 months old, there is a break down in communication with A&E Services, and no one seems to care that I have medically fragile children. I am buying ice everyday to compensate for not having a refrigerator, and all my food in my freezer has spoiled.

I am appalled at the lack of concern for customer satisfaction. The fact that I have been without a refrigerator for almost a week doesn't seem to matter if you don't have a Master Protection Plan. There should be a law against selling defective products and not taking responsibility to ensure the customer is satisfied. I have spoiled food, a non working refrigerator and a service center who could care less about my issues. I should have received a confirmation call before the arrival of the technician, and I should not be penalized because of the communication break down with A&E Repair Service. I have a 6 month old refrigerator that does not work!!!!

Fast forward over a week. The tech shows up and sees the puddle himself. He seems stumped and is constantly on the phone with some "techs" that are telling him to do stuff. A few hrs later he has a pile of copper in his hands and some rubber parts and points out that the rubber part might have been clogged or the fridge over-filled. He doesn't know. He also replaced some parts as said without explanation and leaves with the comment that it could have been "anything".

Forward 4 days... we walk into the home and there is water coming from under the fridge. A big puddle and our floor is soaked. We call Sears and first they want to send someone out 8 days later. After I lose my mind regarding my floor, the guy sends the same tech from earlier in the week. That tech looks with a flashlight and then calls Sears, audible to us, that he sees no evidence of water. I note that we could not walk around the kitchen with water everywhere so we cleaned it up and since it seems to leave a puddle every few days, it simply means it needs a few days to drip.

He states that he can't do anything anyways because Whirlpool tech support is OOO on the weekends (It's now Sat., Sept. 31). SO he says he will leave and setup a new appointment, much to my amazement. The date he offers is the soonest they have, 9/7. I point out that is a weekend too and he notes, yeah, that might be a problem. Thereafter it is even further out. I ask him what about the water leaking and he notes that I should unplug the ref until then. I note that we have our food in there and I cannot re-buy all of that. It's hundreds of dollars worth of food. He simply points out that that is my problem, but he sympathizes. Finally I ask what will happen if they cannot solve this crap and how I can deal with this ruining my hardwood. He says that they will diligently come out and "fake" fix it until the warranty runs out. So "You better get that warranty bought for $375". It's a good deal...

So basically we have a fridge that they can't fix, leaking on my floor they don't care about and they will play-act until I run out of warranty and then I can ** off. Sears, you guys are a whole new dimension of clueless suck. Bankruptcy awaits companies with that type of client service. We have sunken tens of thousands into Sears and at this point: ABT here we come!!!

The hometown Sears closed their doors here in Yucca Valley so I called the corporate office. I ask them to replace it with another refrigerator. I was told it was too long between service calls. I have a Sears credit card but after this long go about with Sears, you can bet when it's paid off, I will never purchase another item on that card or otherwise. They have lost my business. Beware. The refrigerator is a Kenmore model #10672159110. Thank you for taking the time to read and print this.

Bought the water filter, which obviously did not fix the issue. Called Sears back on July 18th and they scheduled a service guy to come out on July 29th. The service guy came out, explained that this was a common problem with that brand, and ordered new parts. He scheduled another appointment to come out August 8th. August 5th - I receive a call from Sears telling me that my parts were on back order and I need to reschedule. No one could tell me how long the parts would take to get ordered and it took 3 phone calls between August 5th and 6th to finally get someone from customer service to tell me that parts were not available until August 31st.

I was then told I could get a replacement fridge so I didn't have to wait until August 31st. HOWEVER, Sears told me that all of their refrigerators in my price range were out of stock, and I will be charged the full difference for a higher priced fridge. I asked to speak to a supervisor and was told they will not take my call. I asked for a full refund since they could not offer me anything in exchange and was refused. I've called at least a half dozen times, and yet all of my phone calls and 'notes' in their computer have been erased, as they have no record of ever speaking to me. They also have refused my request to review my call recordings, which they are legally bound to provide me if asked.

My claim is that Sears knowingly sold a product they knew would break (just check out all the other reviews on the Kenmore Elite refrigerators), only so they could force me to buy a more expensive item. I find it hard to believe that EVERY fridge in my price range is out of stock or "not able to be delivered to my area". On top of this, I have had to take time out of my work day to speak with them and have had to throw away food due to water damage. I've been denied to speak with a supervisor or manager on multiple occasions, and in the meantime, I have a fridge that is leaking water.

I asked to speak to a manager, and was put on hold for an hour and a half! I hung up. After a chat with Sears online, I was told I could buy a service agreement for $275 and I would be covered for parts and labor up to $500. Let's do the math: My fridge cost $1200, so a $500 credit leaves me $700 left to pay, plus the $275, that means that I would need to pay $975 to get a new refrigerator, or, $275 plus the difference between the $500 and the $830 for repairs means $605 for repairs to a refrigerator that is only 18 MONTHS OLD!!! and has already broken once due to no fault of mine!!!!!!! What a piece of crap!

Sears has an insane policy of your having to have 4 repairs in a year, and then on the 5th request still in the same year, they will replace it. This refrigerator is a lemon. The doors won't stay closed and food is going bad. Sometimes if you close the bottom door too hard, the freezer door pops open just enough to cause everything to thaw out. I've lost so much food because of this refrigerator, and they won't do a thing.

Sears says it will put me on a list again; however, they claim my warranty is for the original refrigerator only and not on the replacement! My frustration level was through the ceiling. Thirteen months and two refrigerators later, I still have a warm fridge and no resolution. No one at Sears will do the right thing or even listen. Anyone with suggestions or knowledge would be appreciated. I will have purchased another appliance from Sears or will I recommend them to anyone. This level of customer service is unacceptable and should not be tolerated. What is my recourse?

After 4 repair visits, the fridge is deemed unrepairable due to incorrect installation. Sears picked up the refrigerator in a week or two. I ordered another refrigerator. On the day it should have been delivered, Sears called to tell me the delivery was cancelled because the inside of the refrigerator is filled with glass. (i.e., they dropped it and broke all the shelves). They ordered another refrigerator. It was delivered today, 4/19/13, and the delivery guys said that I need to call installation to have the refrigerator pulled in and the water line was screwed into the refrigerator.

Okay, I didn't want to, but I called and asked to have someone to come plug it in and screw the water hose on and use a dolly to push it back to the wall. The installation people charged me and gave the installation date for the next day. The installation service called and said they didn't understand why I was given the appointment for the next day because they didn't have any openings and no one should have done that. The next appointment is 3 days away. I called back to Installation and the representative said, that was sad, and she didn't know why someone had made the appointment because after calling the installation people, I would not be able to get it done on the next day.

This began in November 2012 and today is April 19, 2013. Each department is incompetent and lazy. It's my fault - I know. I like the products but the follow up service is terribly awful.

We purchased a Kenmore Top Mount Refrigerator (Serial Number VS 142 64500, Model Number 106 62152110) on November 26, 2011. We began using it in late January 2012. The lower portion of the unit seemed to be a bit on the cold side so we kept adjusting it downward. Food towards the back of the refrigerator occasionally froze (we figured it was blocking vents), but it wasn’t until early January of 2013 that we began to notice problems with freezer food partially thawing.

By January 20th, the freezer and refrigerator both stopped working. The soonest a technician could come look at the refrigerator was January 24. My husband was home during the service call and was told when it concluded that repair would cost $958 for a refrigerator we paid between $500 and $600 for. According to the tech, the refrigerator left the factory with a fatal flaw: there was a bad solder joint that allowed the refrigerant to leak out, ruining the compressor and rendering the appliance nonfunctional.

Each person that my husband and I spoke to said the same thing: the refrigerator was beyond the manufacturer’s warranty period (December 6, 2012) and we hadn’t purchased an extended warranty. We were then referred to another department and phone number that maybe could help us. Each time I provided the background of the problem and explained that this issue is not a manufacturer’s warranty or extended warranty issue. My expectation was that the Wasilla Sears store where we bought it would take it back, provide us with a replacement, and claim the defective refrigerator back to Whirlpool/Kenmore. The service technician indicated that there was a process to do this.

I went into the Wasilla, AK Sears store and spoke with the appliance department manager and explained the situation yet again, but all she could say was that we were basically out of luck because we were just outside of the manufacturer’s warranty period and we hadn’t purchased an extended warranty. She emphasized that Whirlpool is the manufacturer of Kenmore appliances, of which I am well aware, apparently implying that I should take up this problem with Whirlpool. While Whirlpool is the manufacturer (and I have contacted Whirlpool about this situation, so far with no response), the Kenmore and Sears names are on this refrigerator. Sears sold this appliance and was responsible for the customer service (or lack thereof in this situation) during this whole ordeal.

We were contacted by a Sears Executive Offices case manager whose approach to our problem was to attempt to place responsibility anywhere but with Sears. Like some of the other Sears representatives we spoke with, she kept noting that the manufacturer’s warranty had recently expired and we hadn’t purchased an extended warranty. My response was that this was not a warranty issue (where minor problems associated with normal use are corrected during a specified time period), but a matter of an appliance with a major defect that was bound to stop working in a short time period. In addition, we never purchase extended warranties on the principle that any company pushing them has no faith in the quality of the product. A major appliance like a refrigerator should last 20 or more years.

The rep's next tactic was to state that Sears doesn’t manufacture Kenmore appliances, Whirlpool does, implying that Whirlpool, not Sears, is responsible for this defective appliance. While this refrigerator obviously slipped through Whirlpool’s inspection and quality control procedures at the factory, I’ve worked in retail myself and know how such situations are handled. In the case of an item with a major defect, the customer returns it to the retailer from whom it was purchased. The retailer then returns and claims it back to the manufacturer, receiving credit for it, and provides an equivalent item to the customer or refunds the customer’s money.

It’s completely absurd to state, as the rep did, that because Sears doesn’t manufacture Kenmore appliances, it can’t be responsible for those that are defective. She said that I should look at it from a retailer’s viewpoint - Sears sells all kinds of things and that if Sears took back all defective items, it would go out of business. It seems to me quite the opposite is true. The vast majority of retailers don’t manufacture any of the products they sell, including those they put their brands on, yet they do stand behind those products when they are defective, following the policy noted in the previous paragraph. It’s just good customer service by a retailer that plans to stay in business.

The rep concluded by saying that she would do some further research into our issue, including contacting the manager of the service technicians to determine whether the technician who examined our refrigerator was a senior technician and whether someone else needed to look at it to verify its condition. A few days later, she contacted me and said that the manager confirmed that the tech is a senior technician and that the problem was indeed in the closed internal system (a factory defect) and that further examination was not necessary. The rep, whose demeanor had been aggressive throughout, then added insult to injury by offering a 20% discount on the purchase of another refrigerator from Sears.

After writing a second letter to Sears Corporate, I got a phone call today (3/29/13) and again, the best the rep could offer was a 20% discount on another refrigerator with one extra year of warranty! No wonder Sears has been closing hundreds of stores across the country. Sears customer service is terrible - take your money elsewhere. I see Sears going out of business in the near future.

Within less than a week, the fridge started shutting itself off every 4-5 hours. Throwing the breaker for 5 minutes will restart it, but within 4-5 hours it happens again. Today a guy came and replaced the motherboard. Within 3 hours of his departure, the fridge again shut itself off. Please note that I already have lost considerable time from work. It is extremely difficult to get any information from the Sears website and when you call their service number, you often get some guy (obviously in another country), who has an accent. I called the Sears place where I purchased the fridge and they gave me two other numbers to call; one of which put me right back into the phone tree merry-go-round. The other got me a real person and one who speaks good English.

Well since it was after 5PM, there is nothing she can do. She can't even schedule a service call because the tech has not closed out the call and the service schedule people are only available 8AM to 5PM. She could not promise me a service call tomorrow. She said that Sears would reimburse me for up to $80 for cooling products (which she implied I would have to purchase from Sears!) and suggested a compact cooling device, but didn't explain how I (with a compact car and a back injury) am supposed to get such a device and get it home in time to do any good.

So here I am with have a failing, anxiety-provoking fridge (worrying that it will quit entirely) and basically Sears doesn't seem to give a hang. After all, they have my money, don't they? I am planning to purchase three more appliances (a washer, a dryer and a freezer). Unfortunately, I don't really see myself purchasing them from Sears.

Well, again, this time it got worse. The stuff in my refrigerator all froze. I put the number down to one and that was the lowest and yet my stuff were frozen solid; it ruined my Thanksgiving food and a lot more stuff. Now, I'm told I will get another refrigerator; this one was no good so I was told to call with the warranty, that I would get money back on spoiled food. This was in November. I lost about $100 worth of food. All my Thanksgiving food was destroyed. Now on November 30, I got a call for us to go to Sears and get another refrigerator and that we were only allowed to get up to $880 towards the refrigerator.

So, I went the very next day and got a similar one to the one I had. I was told my refrigerator would not be delivered for ten days. Well, I called Customer Solution and was told, "So sorry," and that they will try to accommodate me. I was told to go to Sears and to get something that will help with the food. I called Sears and asked, "How much are the little refrigerators?" And the guy told me $99.00 and up. I drove out there to get the $99 one and was told, "Sorry, they made a mistake but the cheapest is $140.00."

I did not have enough money, so instead I had no choice but to get a cooler to put my food in for ten days. Well for ten days, I lost a lot of money on my food that had to be thrown out. They were water logged. It's just gross. I cannot tell you how many times I was on the phone with Customer Solutions, etc. and I was told so many things from each person who answered the phone. And then I was told on the next call that they were sorry and that the person I spoke to gave us the wrong information. I have a list of names, date and time and numbers, who I spoke to. We were told they felt sorry they were going give us a fifty dollar gift card and then the next person said that person didn't know what they were doing so we were not getting it.

Now it's the tenth of December. We got another refrigerator, so I called up the Food Reimbursement area. I told them that in the ten days waiting for a new refrigerator, we had lost a lot on our food going bad in coolers. Well, I was told, "We can't because we sent you a check for $100 for the food that went bad in November." Let me remind you that my warranty says it covers up to $250 for food loss. They don't care that we lost food keeping it in a cooler. I spoke to Pete who is a supervisor in customer relations and Walita who deals with the food reimbursement - we had a three-way call.

The supervisor Pete told me if I would have gotten an expensive refrigerator, it would have been here in two days because of the one that I got, I had to wait ten days. I got the impression because I got the not so expensive refrigerator, that's why I had to wait and if I had spent over a thousand, the refrigerator would have been here in two days. So now, I know what Pete was telling me, that my refrigerator is garbage. So the expensive get delivered in two days and the cheap refrigerators get delivered in ten days. Isn't that nice to know and I thought they were so busy with First Come First Serve. No, not according to Pete, you pay cheap, then you better wait ten days; if you want a refrigerator fast, you better spend over $1500.

Now guess what? It's ten days and a new refrigerator and now, there is a noise in third refrigerator freezer, sweating water, dripping off the wall. So, I called again being thrown from one person to another on the phone, being hung up. Well I can't afford to watch now this food to be destroyed, so I moved it a notch up one and now the freezer is a little cold and now the refrigerator is getting warm. Here we go again.

I guess Pete is right, cheap refrigerator. Now my food is going to go bad again, so I called up, told them, "You want me to choke on the $150 loss of food for the ten days, but I will not choke on this food now in the refrigerator and freezer. So I told them, "If no one is here tomorrow, then I want this cheap refrigerator out of here and I want my money back." I will take my business someplace else where they would appreciate my business. I can't believe the complaints on Sears and I loved Sears. I was going to get a washing machine, ha ha. I'm taking my business someplace else. I don't want to live to horror movies. What happened to Sears?

The workers don't know what they are doing. They need to fire these people and hire people who know their job. And they say they care, give me a break. Let them go through what we did and then let's talk. And I bet they pocket the money on food loss. I know they did only give me $100 and they kept the other half. Never again will I purchase a refrigerator, washer machine or stove or any big appliance in Sears. I am moving on. Bye, Sears. I will be telling people about my experience with Sears.

On 10/18/2011, my refrig/freezer has once again stopped cooling so I called Sears. The service tech arrived but did not leave service order invoice. He stated that the he would need to replace the main circuit board assembly for a cost of $250 + $150 for labor. We deduced through research it was either the defrost thermostat or possibly compressor issues, so we called Sears since it was still under warranty for the compressor. The tech said it wasn't a compressor problem but the main circuit board. It was not the main circuit board but the defrost thermostat (sensor-and-fuse combo). I ordered the defrost thermostat (401A) from Sears for $14.88. I paid the service tech $70 for service call.

When my refrig/freezer stopped cooling again on 06/15/2012, I did not call Sears and we replaced the defrost thermostat (sensor-and-fuse combo) ourselves for $14.88. On 11/12/2012, we replaced the defrost thermostat (sensor-and-fuse combo) ourselves for $14.88 when it stopped cooling again. The replaced main printed circuit board assembly ordered from Sears for $231.34 worked for a few days. I had also to replace the defrost thermostat again for $14.88 since when tested, there was no longer any output. We have paid Sears service techs a total of $140, replaced parts for a total of $12.99, $14.88, $14.88, $14.88, $231.34, and finally another $14.88. We have paid a total of $443.85 in service calls and repair parts for a refrigerator/freezer that is less than 6 years old. That is almost half the price of the product when purchased in 2006 for $954.90.

The Kenmore product has been a huge disappointment and has caused us loss of food and time dealing with the issues with this particular model (#795.75202402). We are very hesitant to buy another Kenmore/Sears appliance in the future, even though we are in the market for a new washer and dryer. At one time in the not too distant past, our first choice might have been a Kenmore/Sears product, yet with the issues we have had with the Kenmore refrigerator, we are looking around for other brands.

At the end of September 2012, I found my vegetable bins had collected about 3" of water. At the same time, my dishwasher, a Kenmore Ultra Wash (Model #66513743K603) would not start. We had used the dishwasher a total of 5 times, only for large family dinners! I decided to call the Sears Service Repair. The first appointment available was three weeks away, Oct. 10, 2012. The tech arrived on time and replaced the computer on the dishwasher, under warranty.

The 2nd technician arrived to check out the refrigerator. He assessed the problem immediately. The freezer unit would require a $20.63 heat probe to prevent ice build-up in the water line. The total charge is $241.52! Initially I refused the service. His response was, "No problem, but you still owe $80 for the service call." He had been in the house a total of 5 minutes! I questioned if it was such a common problem with this model of Kenmore refrigerators, why was a heat unit not installed at the factory. If this was a car, would there not be a "recall?" His reply was, "I do not make the product; I repair the product." My question to all of you: Why do consumers have to pay Sears to fix their defective products?

1st repairman came out and did nothing except checking the temperature and said that nowadays's technology is not the same like before. The more modern, the more we got problems. His suggestion was that I should move things around (around and top and bottom shelves) to see if it works because he does the same thing at his house with his refrigerator. And yes, I tried every single place to move around and finally I could not stand it. I called back again and asked to see if I can get a new one, but the representative said I only can do that within the first 90 days. Now it had passed 90 days. If I've known that, I would demand for new one instead!

Again, another appointment for a repairman to come out in September 6 and 13, 2012. 2nd repairman came, checked the circuit board on back of refrigerator and rescheduled to change the part. Came back and put new one in. Still did not work! I called again! 3rd repairman came on Oct. 2nd, 2012. The same man came out the first time. Well this time, he changed the thermostat and said it's not uncommon for Samsung refrigerator thermostat not working. Again, I was told to give it another 24 hours just like the 2nd repairman said after he changed the circuit board.

I waited for 3 days! Called again on Monday, Oct. 08, 2012. The representative told me Tuesday or Thursday, and I remember asking her "You mean Tuesday which is tomorrow Tuesday. That means Oct. 9." She said yes. Well, next day I waited and waited. Nobody showed up. I called back and another representative said it was supposed to be Tuesday, Oct. 16.

I am very frustrated! If you just exchanged it from the beginning ... Instead, repairmen have to come out to fix, and it's still not fixed! I have to throw a lot of food away due to all frozen. Eggs were all cracked, vegetables were frozen and turned colored, drinks, yogurts, and more. I am stressed out! Who is going to pay me for grocery money? I don't work. Only one income and here I have to throw food away due to new refrigerator not working right! I demand some compensation for my loss!

I asked the tech about the freezing of the produce and his response was, "All of the crispers have the same problem." That was something I didn't want to hear. When I told the Warranty Service Dept., she said that the refrigerator needed to be deemed unrepairable. Needless to say, after a total of 7 visits and the last with a part that should have been ordered the 2nd time, the tech told me Sears will keep sending him to try to fix it; "that's what they always do". So I suggest for anyone looking to purchase any appliance, don't go to Sears. I've been buying all my appliances from them for decades and this is how they treat return customers. Well, this one is not going back! This refrigerator was one of the top-of-the-line refrigerators that they sell and Customer Service agents are rude and never return your call when asked to speak to a supervisor!

Original Review: Aug. 27, 2012

Sears warranty service is a reason to never buy at Sears. In February 27th of this year, we replaced a refrigerator with a new Kenmore refrigerator/freezer. Today, August 26th, everything in the refrigerator side was frozen, and the water dispenser no longer dispensed water. I called Sears service 800 number, requested a warranty service call, and was told that I would have to wait over 2 weeks until September 10th for a warranty service call. The agent suggested I call customer solutions at another number. I called the customer solutions number, and was again told that I would be waiting until September 10th, but was promised a call back to arrange an earlier service date. I am still waiting for the call back.

I then called customer solutions again and asked to have the unit replaced, and was told that it could not be replaced without 4 service calls in one year. I asked if I could have a non-Sears service company fix it, and was told that using an outside service company, I would void the warranty and Sears would not pay for the repairs. So, they will not fix it in a timely manner, they will not replace it, and the warranty is voided if I use an alternate service company. Kafka could not have written a more convoluted warranty. This is the last large appliance I will ever buy from Sears.

I explained they sold me a defective product that was rusting, when I had specifically bought stainless steel which should not rust. When I asked to speak to a manager or supervisor, I was told there were no other people with whom I could talk. I asked for corporate headquarters and their number and was told they could not give it out. I said I wanted to escalate my call and speak to a higher up about this manufacturing defect. I was told there were no people they could connect me to. I have since found online that other people are having this same rust problem. In the finishing of this stainless steel, a cheap process was used that had dirty brushes. Those brushes embedded particles in the steel which subsequently oxidized.

If I can find the problem online, how come Sears can't admit this is the problem and fix the problem for free? My parents used Sears to buy all their appliances beginning in the 1950s. I have bought many appliances from Sears too. After reading all these reviews and seeing how I was treated as well, I will not be buying another Sears appliance.

I lived for over 6 weeks in summer without a refrigerator! Still more days, more waiting, more calls and holds. 10 days later, Sears couldn't locate the refrigerator in their possession. Today, after three more calls, they put on record that I will get a refund (I hope) at the end of August - two months after my initial purchase of something that never worked. I wasted $80 on delivery charges for a total lemon and endless hassles. What a letdown. Do not waste your time, money and energy on Sears or Kmart. They are not what Sears used to stand for.

We open the freezer and find a stream of water frozen down the side of the door. Sometimes we walk in and there is water all over the floor. We didn't spend another $700 on the extended warranty as it was new. The sad thing is, we have all had good luck with Sears until now, and can't afford a new fridge. We spent our savings and just adopted four little girls. This really is a dilemma. I could have gotten a super deal for $400 less at Home Depot. My son did and hasn't had a single problem. Sorry, Sears, but you fail. You no longer stand behind your products and are just as bad as Maytag, selling products that are inferior. You lost your good name in my house! You suck!

We were excited to have this new refrigerator and went to buy new groceries to stock it up. On the 16th of July, we noticed the refrigerator was not cooling or freezing. All the groceries we bought were not cool or frozen. I immediately called the Customer Service number and they connected me with the Service Technician and she tried to do a diagnostic test over the phone but it didn't work so the lady said definitely something was wrong but she said it would be July 23rd for the next date a service man would be scheduled for my area. I told them that was too long, that I need a working refrigerator now and that it is full of groceries. She was very nice but said that is the best she could do and then offered to connect me to the Delivery Department that they may be able to help me. I explained to them my dilemma and the best she could do was do an "exchange" but could not schedule them to come by until August 8th. Of course that was unacceptable!

After 2 hours of talking on the phone and getting nowhere, I went to the local Sears store and, luckily, Josh was there to greet me and he could tell I was looking desperate for something. I explained my dilemma to Josh and he immediately got on the phone and tried to get an earlier delivery than the August 8th, which he did manage to get it moved up to July 30th, but still I needed a refrigerator now to save what was left of my groceries that have not spoiled so far. He was very apologetic about my situation and said that's the best we can do. So on July 16th, I ended up having to purchase a new small 9-cu. ft. Whirlpool refrigerator that he has in stock to store all my food products that I was going to lose and to get me and my family of 6 some type of refrigeration to have ice and cool drinks during this 2-week wait. I loaded it in my truck and carried it home, unloaded it and installed it in my dining room and transferred all the food products that haven't spoiled yet.

Once I settled down and cooled off, I decided to look at the Kenmore Elite refrigerator that was just sitting in my kitchen, not working, waiting on either the technician or the delivery exchange whichever comes first, so I unplugged it, removed the back grate and noticed an electric plug just hanging next to the condenser. I wondered if it should be plugged into the plug just above the condenser so I tried it and it fit perfectly into the plug. I plugged in the refrigerator and, for the first time, I heard the condenser cut on. I immediately opened the freezer door and, sure enough, cool air was coming out of the vents. I thought it was too good to be true so I waited several hours and then the ice maker made its first batch of ice.

I was convinced that was all that was wrong with it, so I called customer service to cancel the technician and the delivery exchange. I was happy until July 18th, the condenser started making a loud noise and quit cooling. I called back the service tech and the delivery exchange, which both should be here on August 8th or 9th. I am sorry this is so long but I had to cover the whole story or you wouldn't have believed me. At any rate, I am disappointed with Sears service when I was in a serious dilemma. I felt like it was all my problem and not Sears. I had to buy a new refrigerator load it up myself and install it in order to save my food and have a cooling device for drinks for my family. I probably will continue to be a Sears customer because all my appliances are Sears products, but I will never forget this continued ordeal. By the way, this new little 9-cu. ft. inch refrigerator I had to buy will be my backup refrigerator from now on. Currently, I have a brand new "broken" Sears Kenmore Elite refrigerator sitting in my kitchen empty awaiting its replacement.

We suspect Sears sold to us a defective refrigerator by mistake and believe they should do necessary recall item-related repairs without cost to make things right. We are not satisfied with Sears' offer to send out a technician and charge us $75.00 (plus parts and other service) to correct a known defect. This is not acceptable. We are middle-aged people and do not abuse our stuff. We have made a copy of this and intend to forward this to our attorney at Pre-Paid Legal and BBB to deal with if we cannot resolve this between ourselves. We hope that someone will contact us and keep us as happy customers! Thank you.

I called back 6/8 and the service person suggested that I should call customer service and ask for a new refrigerator. The only thing I could determine from the person I spoke to (love it when customer service people don't speak English!) was that they did not have any more of the model I bought. Why? Was it recalled? She couldn't tell me. So, I took my frozen cucumber and my blown out water filter along with the pictures of my refrigerator now set at 46 degrees (the highest it will go). Also, I took pictures of the inside to show I was not blocking air flow.

The sales associate was sympathetic but she couldn't do anything more for me. First available date for service was still 6/14. Today 6/11, I called and spoke to someone in Resolutions. Still got nowhere, I could pay another $200.00 to get the next closest model. No, they won't consider the $200.00 worth of food I have thrown out nor the $45.00 filter that blew because I don't have the extended warranty plan. How about standing by your product for at least 90 days? Nope! So now I have a $1,500 freezer in my kitchen and no milk or butter or vegetables unless you want frozen ones! And I guess I'm stuck waiting till 6/14 for service. Now I know why the service people are so busy!

I left out of town for the weekend and showed back up on Monday evening to find the new parts at my doorstep. I walked into my house and also found that my new fridge had stopped working entirely. Yes, all of my groceries are now spoiled and had to be thrown out. I called the "Parts Department" again only to find that they were closed until the next morning. I called them back this morning and they said that the soonest they can have a repair technician out is June 19th. That's 2.5 weeks away! Totally unacceptable, I can't go that long without a fridge.

Why overnight the parts if they didn't have an available repair technician? It makes no sense at all. Now I'm fighting with them to get this piece of junk product that they sold me replaced or repaired ASAP. So far, their customer service department has not been willing to make this right in anyway. This will be the last product I'll ever buy from Sears again. It's a shame too because I grew up being told Sears was the best place to buy from, but I guess that has changed over the years?

He said something back which I could not make out because he was on his cell phone driving with the window down and wind blowing into the phone. I asked him if he was going to continue with the same attitude at my house and he hung up on me. His total time at my house must have been 20 minutes because he called back and said he had to order a part and would come back the following Tuesday to install it and that it would cost $150. Really? So now my cost is $554 for an ice-maker! That is half the cost of a whole new refrigerator! Well, it turns out that particular technician never returned to install the part and when I called Sears to complain, they told me that the tech had put in the system that the job was complete and my ice-maker was working! What? Another argument with the Sears 800 number happened and they finally told me they will send another tech out.

On May 31, the third tech came to my house; of course I am at work so I have to have someone else there. So, guess what he does? He installed a new motor just like the first guy did. What? Meanwhile, I made more calls to Sears’ 800 number. I told them I just want my money back and I could care less if the ice-maker is fixed. I am told they can give me back $65! Where they come up with this amount I have no idea and tell them that is unacceptable! Why should I be out $404 and my ice-maker still does not work? The person on the phone tells me that the technicians come out and do the best they can and that is it! What?

After that comment, the person on the phone got an earful from me and we decided that yet another tech will come to my house on June 2. The scheduled time is between 8 and 12. And, by the way, they have no record of the time the second tech came out because their system only shows two service visits! At 11:50, I received a call from the tech: he cannot make it at 12 and will be there when he gets there. What? I have people coming to clean my carpets at 1:00! At 2:30, the tech showed up and I have to tell him he needs to put booties on because I just had my carpets cleaned. Yes, that seemed to bother him. I go over the whole past week of techs and 800 calls and he says he is there to do the clean up and he is the one that gets the calls to fix problems others cannot. So, he installed a part to make some light start working; I told him the light has been working all along, but he assured me this is the problem and to give it 24 hours to register.

Okay. It has now been 72 hours and I have no ice! The tech gave his personal phone number to call if there are any problems. I’ve called and he does not call me back. This is all pretty much in a nutshell because it has taken numerous calls and four technicians to come out and nothing has been fixed and I still can’t get my money back. I really would like to know how I can get my money back! They can come get their parts if they must, but I really want my money back! I will go back to ice trays and store-bought ice. I will never step foot in another Sears again, thank you very much!

After talking to several people, being on hold and really getting nowhere, I was told there was nothing they could do about the delivery time. So, I had to come in to work late and wait for them. I received the replacement fridge and noticed a scratch on the front of the door. Now, I am really unhappy. I almost told the delivery guys to take it back and ask for my money back, but I did not want to go through anymore hassles; I am keeping the fridge. But I think Sears should reimburse me in some way (say a $200 gift certificate) for all my headaches, frustrations, disappointments and missing time off of work. Let's see if they come through. At this point, I would not recommend anyone buying an appliance from Sears.

Finally, I got through to the blue ribbon dept in the executive offices (what a laugh) and all they will do is start the process all over again with techs coming out. I explained that, "If you couldn't fix the first one, what makes you think you can fix the second?" I told her no, I did not want a tech out, I wanted a refund. I was told that Sears doesn't give refunds. Needless to say, I hung up on her and she closed my case file. Now, I don't know what to do. I wanted to work with them and went to look at another unit. All they had was a smaller unit, wrong color, feature I didn't want and oh yeah, more money that I would have to pay. At this point, I'm done working with them. I want a refund on the unit and the extended warranty that cost $280.

Maytag and Sears have both declined to help us. The deliverymen were horrible and there was a dead cockroach in the bottom of the refrigerator. This has been an awful experience and I will never buy from Sears or Maytag again. I seriously caution anyone who chooses Sears. They sell broken product and will refuse to help you unless you buy a $600 service plan. Scam!

My grandmother bought her house from a Sears Catalog. Almost $5,000 later, my appliances were delivered but not quite installed since they wouldn't install the dishwasher and the stove was broken. They offered to have a technician come and repair the brand new stove but I was smart enough to say that I didn't want a brand new stove to be fixed, I wanted one right out of the box that runs. Since then, the appliances have left a lot to be desired. Mostly, the disappointment comes from the refrigerator.

About 6 months ago, the ice maker stopped working and gradually, the freezer stopped freezing things. Since we have a large freezer in our garage, it was really no problem but I had an inkling that something was not right since the compressor made a horrendous noise every time it kicked on but hubby is out of work and a service call is $129. If I ignore it, it will fix itself, right? Yesterday, the rest of the refrigerator conked out. A representative from Captain Appliance (great guy) came and did an extensive investigation and determined that yes, the compressor is out and gave an estimate for repair of about $650 - part and labor.

He also repaired the dishwasher which had stopped working about 6 weeks before (yes, another appliance courtesy of Sears/Kenmore). Since I couldn't imagine that Sears would really want to force a loyal customer into a costly repair, I phoned them. After punching #1 and #2 and speaking to a few people with very thick accents, I was finally sent to Customer Solutions and spoke to Eugene. I could tell that he was already having a bad day and my day did not get any better. End of the conversation, they could give me 50% off the price of a technician to come and diagnose the problem.

Since I already know what the problem is, I asked Eugene if Sears could do anything to offset the cost of a new compressor. He said no, that if I didn't buy the extended warranty then the company couldn't afford to fix every refrigerator that broke. Unfortunately, the irony is that even if I had purchased the 3-year extended warranty, I would be 2 months out of the warranty period, plus out the $250 cost of the warranty. I deplore Sears and recommend that no one buy an appliance or durable good from them since they are not durable.

My service technician appointment was cancelled on 2/18 between 1-5pm. We stayed home from vacation to be home for this call, and Sears cancelled it. I did not receive a call until 1:30pm on 2/18. It was an automated response call that said I needed to reschedule. The next available appointment was available for 2/27! I asked for a supervisor named Charles. He moved me up to 2/21 and said I would be the "first" call on the service tech's route. It is now 10:25am and 3 calls into the customer service department, and they said he will be here before noon.

I will never buy another item from Sears. I purchased many items (dishwasher, stove, patio set, etc.), but I will never trust their customer service department again. Shop somewhere else! It is not worth the hassle.

Unresolved as of yet -- still contemplating what to do. As I appreciate the time everyone else took to write a complaint, I write this complaint just to let other consumers know not to buy a Kenmore refrigerator as you'll be throwing it in the dumpster in a mere 3 years. You know, like flushing your $500 investment down the toilet! What a piece of garbage. And from the sounds of it, I am just getting a headache reading everyone else's complaints, it's not even worth it to have Sears repair this hunk of junk. So, I am seriously considering buying a used appliance as I cannot afford to buy a new one. What a joke. I am so disgusted. My $500.00 investment was no investment at all, just a waste of money. I bought trash & a headache!

Long story short, fridge can't be repaired. Issues me a receipt showing a refund of the money I had already paid less the service fee. Well, over a month later, I call to check on my refund. Lady says she'll check on it and call me back within 48 hours. No call. I call back a week later. This lady says refund was issued but not for the amount on my receipt. She says the service call was $3 more and so my refund is $3 less. I'm obviously not happy about this, so she offers me a $3 gift card for Sears. As if I will ever set foot in a Sears or use any of there services every again! I told her, "No, thanks!"

I have taken three vacation days from work, lost money! Three repairman, all not worth **, and a month later, my refrigerator is still broken, but I have paid Sears $500.00 for nothing. Now, while I wait for the fourth repairman, they tell me it will be February (today is December 14, 2011) before the correct part arrives. February! I started this process in November! In the meantime, I still have a fire hazard in my refrigerator, with the wrong part installed, cut, spliced and taped back together by the Sears blue ribbon service repairman! A fireman neighbor of mine told me my refrigerator, Jerry-rigged by Sears blue ribbon service, is a fire waiting to happen! Michael **, head guy from what I am told at Sears blue ribbon service, told me Sears is not responsible for my fire hazard, even though Sears repairman created it. $500.00 and I have nothing but a fire hazard in my kitchen and Sears blue ribbon service will do nothing.

Never use Sears appliance blue ribbon service. They will screw you for all of your money and your appliance still will not work. They do not offer refunds, do not honor recalls, they only offer gutter water apologies for the lack of ability to fix your appliance after they have charged you an arm and a leg to create fire hazards in your home. They are worthless and should be shut down! You will waste your money and receive nothing! I have reported Sears blue ribbon service to the consumer protection agency and the Better Business Bureau so that others will know this company should be shut down and taken out of service. Charges should be filed against this company for fraud!

We had one for 22 years and it still works today. A friend took it home and still has it. We should have kept it, but no, I wanted the ice and water in the door and the side-by-side. Also, there is no room in the freezer. Anyways, now we will have to buy a new one as soon as we can. We are both on disability and can't afford this. This is definitely a defect that over the years it kept freezing and now just got to the point of where it just leaks with condensation in the freezer. We will not buy another Sears product again unless we could get compensated for this.

They tried to tell the one person that I read that it was the floor, making the seal not work. That's bull. That is why they have levelers under it. Also, I bought my washer and dryer 5 years ago and just had to buy a new dryer already. So guess what's next? The washer is already making weird noises too. I bought my dryer from Lowe's. Now I bought a roper because I remember as a little girl, my mother had one and it lasted forever. I didn't think they still were in business. So to all of the poor people that have dealt with the same or similar things happen to you, hope you have learned your lesson too.

Well, Sears considers the problem to be "cosmetic" even though it is clearly a finish defect and will not replace the doors. I owned a competitor's SS fridge for 10 years prior to this purchase and never had a problem. According to Sears, what your appliances look like doesn't matter and/or whatever happens to the outside of your appliance is your fault.

I will never buy from Sears again and I strongly urge others not to buy from Sears. They have no idea what "service" means, preferring to stand behind the "fine print" in the manual. Furthermore, to date, my negative review of the Kenmore stainless steel Elite refrigerators has failed to show up on the Sears website. Really inspires confidence, doesn't it?

Under warranty the cost of the food has been reimbursed. But this is where the situation becomes bizarre. I was informed to call Customer Care on the 11/28/11 because that is when they would have the service techs report. On 11/28/11, the scenario is as follows: called 800-469-4663 spoke with Nicki who told me to call Phil (appliance mgr. @ Annapolis store), who told me to call the preceding number because he couldn't help me,spoke with Chris @ 800# was disconnected, called back spoke with Natalie who transferred me to Debbie who transferred me to Janis in the Warranty dept. who transferred me Customer Solutions. Spoke with Sheba who told me to 800-479-6351. Called this number and spoke with Justine who told me a new freezer would be delivered 12/09/11. 12/09/11 @ 7:23am John called to inform me the freezer was damaged on arrival and he was placing another order to have a freezer to me on 12/16/11.

So I cleared my schedule because the the delivery window is between 8am-8pm. The call is made the day before. Well, I received a call which informed me the delivery is scheduled for Sunday the 18th. Really who makes deliveries on Sunday. I go to service and have a youth group, there is no way I'm cancelling because if it wasn't for the Lord I don't know what I would say in this situation. I bake cakes and pies to sell for the Holidays and this has really messed me up. They extended a gift card but this in no way makes up for the complete inconvenience and frustration I have experienced with a purchase that has been a disaster.

I sent a letter to Corporate and I have been in contact with Michael (888-266-4043 ext.**). Called him on 12/09/11, advised him of the situation and he assured me he would be on top on this. Well, I called him all day today and left several messages. Finally I had my daughter call because I was in class until 4pm. His response was what did I want they had already given me a gift certificate. Well I'll tell you what I want. I want my freezer I paid for, up and operating in my home. This is why I'm reaching out to you.

The next repairman repeated the comments of the first, but added that the shell of the refrigerator is so flimsy that any floor unevenness makes it difficult for the gaskets to hold the doors properly closed. I called again. I explained in detail what the prior repairmen had said. I was told I should not worry, that the next repairman would be able to shim the refrigerator. The next repairman essentially made the same comments as the other two and made no attempt to level the refrigerator.

I called the service representative and said this situation was ridiculous. I had not only bought the refrigerator but paid to have it delivered and set up in the exact location of my old refrigerator which never had a gasket leakage problem. I asked for my money back. The representative said I could not get a refund because the 90-day trial period had expired.

I will never ever again buy a Kenmore product and will advise my friends and associates of my experiences. Sears=tears in my opinion! We went to Lowes, bought another brand and we'll keep our fingers crossed. Too bad Sears has changed so much from the company it used to be way back when!

Their answer was take it or leave it. I admit I was angry, but I took it. Later that same afternoon, I was told by Sears customer service that there were no techs available on 11-30-11, so I had to wait two weeks, until 12-8-11, take it or leave it. This was even more unacceptable. What made everything worse was, when I asked to be given to a manager who could assist me, the customer service people, "who dispatch the techs", insisted that they were the only ones to speak to. I was disconnected two more times, before I spoke to a woman named Trish, who was able to schedule me in 10 days, rather than two weeks. Still unacceptable, but because of the "take it or leave it" option, so I took it. I work for an international company that provides service for consumers, and we would never treat our customers this way. If we do not have enough people to do the work, we hire more or pay overtime.

I will not buy from Sears in the future, and if I do, I will not take their extra warranties. I had always been pleased in the past, but this was wrong on too many levels. A refrigerator is not like a TV or an oven. It is way more important. Sears may save money by downsizing their repair service, but they just might be downsizing their customer base along the way.

I called a tech service and after being transferred three times to an expert on this fridge, I was told I must wait 24-36 hours. I explained I had food sitting in ice chests and on my counter; he said do not put food in. I waited 24 hours and did not open the doors at all. When I checked the fridge it was still warm; the fan was blowing warm air. I called the tech service again and got transferred three times to the expert. This guy had me press a few buttons and asked that I hold my phone up to a small speaker on the door. The speaker let out what sounded like a fax machine. The expert said from that sound he could tell the fridge was in fact cooling down and that the inside temperature was 74.

I explained that in my house and the outside temperature were both 70. I would be better off leaving my food outside. I was then told to wait a few more hours which I did. At somewhere after 11:30 p.m., I had had it I called again and was told to call delivery service and have the fridge exchanged. I had to wait until the morning. I called delivery service and was told I could not get a new fridge delivered for three days. I raised hell and got a next day delivery. Next day new fridge arrived at 3 p.m. The delivery guys took off the door brought it in and took the old one. I asked the delivery guy if taking the doors off may have had something to do with the problem; he said no way. So I hooked up the water line, peeled off the tape and plugged it in.

Four hours later there was nothing but fan blowing warm air. I called the tech and the same transfer three times until I finally got tech, who said I must wait 24 hours and do not open doors. I tied a string on the handles so nobody would open this thing up. Twenty-four hours later, I untied the doors, expected to find a fridge waiting to cool my food and guess what … yep, warmer than outside. I called tech service again told I should check the outlet voltage which I did and it was perfect. I even ran a heavy duty extension cord to an air condition outlet in the living room and no difference. Tech said I needed to schedule a repair man and was told that 10/24 was the first available date. I explained to tech on phone that it is over a week away she said there was nothing she could do. She then said if you have medication in the fridge it will be considered an emergency. I said I do have medication in the fridge and she made the appointment for three days out.

As I write this my wife is on the phone getting nowhere with Sears. I will not be waiting for a tech, I will be getting this back to Sears and purchasing a reliable fridge from somewhere else. I’m done with Sears if I could I would drive this fridge to the CEO doorstep and leave it there. I have been a lifelong Sears customer but no more.

I will not be paying the trip charge for this visit, although they wanted to charge me. It was an 11-year-old refrigerator and he should have checked it better or told us to buy a new one. We will see what happens on his next visit on 10-2-11.

On Tuesday, 9/27/11, when I came to move more belongings in, I discovered there was a huge leak coming from under my kitchen sink. It ran down through the floor to the downstairs unit. The connector that was attached by a Sears' contractor put a defective (cracked) piece on the plumbing line and it caused the leak. (Professional plumber noted in report and showed me the defective piece). I oversaw the repairs by the plumbers.

I've spent $305.00, and as of today, still have not received my refrigerator, and no one has called if there was an earlier date. I was told when I reported the leak to Sears' contractors that they could not come out on 9/26/11 for an emergency repair and that I would have to wait until 7am on 9/27/11. I received a call from them and despite the emergency, they stated they could not come until 12 noon to 5 pm. That is the worst customer service I have ever heard of.

I had a major leak, break down. I spent $139.00 on Sears coming out to install the waterline and $165.00 to fix their mistake. $305.00 came out of my pocket and I still don't have a refrigerator. No delivery has taken place. I called and asked for an earlier time due to my roommate has a disability and has to have medications refrigerated, but I got no help. I hope someone will take this matter seriously.

The second technician arrived on 9/19 and he decided not to use the part which had been ordered on 9/10. He came up with a different conclusion and he ordered four totally different parts. Now, the third technician arrived on 9/24 and he did not use any of the part that had been ordered on 9/19. He used the parts which had been ordered on 9/10. He said that the four parts ordered on 9/19 were totally unnecessary. Apparently, the technician on 9/19 was was not motivated to fix the fridge. He just decided to order the parts which were not needed at all and leave it to the next tech to worry about the problem.

The technician on 9/24 replaced the broken filter and replaced the temperature control board. The water leak had been fixed but the fridge temperature was still high. After one month of struggling and living with broken fridge, I have to wait for another technician to determine the source of the problem. The problem here is that I bought a lemon fridge. I am experiencing bad customer service and I see technicians with totally lack of knowledge and motivation.

I would like to replace the fridge as soon as possible. I also want to investigate how the technicians run their business of repairing and ordering unnecessary parts, aside from wasting my time waiting for a technician more than once.

I decided to call another company for repair and was told that there is nothing they can do; it's a bad fridge. So a $2000 fridge only lasted for three years.

What happened to the reputable company that Sears used to be? I will never purchase from them again.

On 9/13, someone arrived at my home around 1:10; I wasn't there so he left. I called at 2:25 and was told that someone would be coming and that I was the next stop. An hour and a half later, no one showed so I called again. I spoke to Leo and he told me that there was no way anyone would be at my home today. I asked for a supervisor so he put me on hold--then, I was disconnected.

I called again and spoke to Shelly, who tried to reschedule for a day this week but could not. I now have an appointment for nine days from now and I was told that the window is 1-5 and that's it. I will not be able to be there by 1:00 PM, so I know that this will happen again and again. I do not understand why it is so hard for them to structure their route so that the repair person could be at my home after 2:00 PM. I just started my job and I do not want to ask for time off so soon.

A couple of days later, due to Hurricane Irene, my area was under a mandatory evacuation and I was ordered to leave my home. I called Sears before I left my house to let them know I needed to reschedule my appointment due to Hurricane Irene and the evacuation in my area. The person on the phone said the next available appointment was September 12th! Although I thought it was ridiculous, I took the appointment and decided to call back after the hurricane because I wasn't sure if I would even have a home to return to.

Upon my return, I called Sears to try to schedule a more reasonable repair date and to better explain my situation if it hadn't been clear, previously. I have a home daycare which requires me to have a working refrigerator to store infant formula. I also have 4 children of my own. It is imperative that I have an earlier repair appointment. I am still told there is nothing available. So I went online and tried to schedule on my own. When it got to the part where it asks "What, if any warranty do I have?", I checked "not sure" because I wasn't sure what I had was called as there were a few options to choose from.

To my surprise, it had an appointment only two days away on 9-1-11! I was quite happy. I called customer service and informed them of this appointment. The lady told me to hold on and let her get it up on her computer. She said, "unfortunately, it was no longer available" that it just hadn't been updated. While she was talking, I went ahead and clicked on the date and it was confirmed. I had to interrupt her and let her know that indeed I got the appointment and was given a confirmation number! She didn't quite know what to say. When she got her words together, she told me to make sure to go to my email and print out my service protection agreement to show the service tech on 9-1-11 because he would not expect this appointment to be covered. I repeated what she had told me back to her and she said yes. I thought all was good.

Wrong. I did remind subsequent customer service reps of the statement "this call was recorded for quality assurance purposes" and that if they wanted, they could go back and verify that their representative instructed me to do this! It is now obvious that people who do not have the warranty get priority appointments over the people that do have the warranty. Each CSR made mention of this visit not being covered by the protection agreement. Sears stands to make more money off of the non-warranty visits. Each customer service rep I spoke with tried to tell me that the visit on the 9-1-11 was not going to be covered under the warranty and I had to repeat myself numerous times that it was as per the phone conversation with rep #1 (I should have gotten her name).

What should it matter if I had the warranty or not, a repair appointment is a repair appointment, is it not? So on to the day of my 9-1-11 appointment. My window of arrival was 8:00am-12:00pm. At 12:12pm, I made my first call to Sears customer service just to touch base. I had not heard anything and thought perhaps, they were lost, running late or whatever. They didn't call me, so I was going to call them. Again, I did not get a name because I have never, ever had such a rotten, horrible experience with any other company before and did not think to do so. This rep told me that she would get a hold of the tech. She put me on hold for a few minutes, came back and told me he would call me momentarily. Okay, so I waited for another half hour. No call. So I called again, this time, I got a name. Maelan and she even gave me her ID #** (if it was real).

Customer representative Maelan put me on hold after I yet again, explained the situation. When she came back on the line, she informed me that the appointment has been canceled. Yes, canceled and I am set up for September 12th! What? She, for some reason, which to me has nothing to do with the issue at hand explained that my appointment was not covered under the warranty. I, again, reminded her to check the recorded phone call in which another rep told me to show my technician my protection agreement. I told her the 12th is not good enough, it was not going to work, that I needed something today (yesterday or tomorrow), I had been waiting long enough and that I had been told several different things.

No one called to inform me of anything. I did not cancel this appointment, who did? I asked if this was their practice to not inform a customer of canceled appointments? Do they commonly let the customer sit at home waiting and waiting for service to never show up? I told her I had heard of problems with Sears in the customer service area but had never experienced it before, and now I know what people meant. I proceeded to tell Maelon that I no longer wished to speak to her, that I wanted to speak to someone above her. She kindly stated that she would put in a "call back" request to her supervisor and that I would be getting a call back within 2 (two) hours. Yes, that is 2 hours. This was at 1:30pm. In the meantime, Maelan did find an appointment for me on 9-6-11.

When it reached 2:30, only an hour later, I decided I am going to keep on top of this. Yes, it had only been one hour later, not two, but I was going to be a thorn in their side. This time, my customer representative was "Mike". Mike was very, very nice, courteous and so sympathetic. Boy, they trained him well. He had me so calm and assured, he deserves a raise Sears! Again, I gave him my case number and explained the situation. He completely saw why I am so upset. He said this is just unacceptable. I told him that I wanted to make sure I was really going to get a call back because at this point, I just wasn't sure. He assured me, "oh, yes. You are at this point, only about 20-25 minutes away from your call back window being up. It should be any time now".

Whoa, was he wrong! Anyway, back to our conversation. Mike told me how he feels this situation is so unacceptable. That his hands are tied, but his supervisors have more power and authority to authorize earlier dates and "emergency" situations. They should be able and willing to do something for me! Oh, I had hope. I was even thinking perhaps Sears just had a few bad apples working for them. No callback, so I called again 4:08pm, 5:19pm just to let them know that after waiting at my home since 8:00am. That I needed to leave for a bit and did not want to miss my "2-hour window" for a call back. This CSR told me, that I had been misinformed! That callbacks are realistically returned within 24 hours. What? Again? Another contradiction? Don't all these reps get the same training?

Around 8:55pm my cell phone rang with a strange number. Seeing it was almost 9:00, I didn't answer it. After listening to the voicemail, it was Sears! Five minutes to 9:00? Really, you can't do any better than that? I was half asleep! Okay, the message was quick, almost spoken so quickly it was hard to understand to the point. Basically, there is nothing else I can do for you. But she did said all we have for you is still 9-6-11. I saved the voicemail. At this point, the 9-6-11 appointment would have worked for me, but I wanted it in stone that they would be here. That this wasn't going to be another no show.

So this morning, 9-2-11, I called to start my "2-hour window". I was told since it was first thing in the morning, I should get a return phone call before 5:00 today. Wow, this time I spoke with Bridget. Bridget informed me that the supervisors have no more power or authority than she does at her level. So basically, going above her will do me no good. So exactly why do they even have supervisors in the first place? I got my call back from supervisor "Will", badge #**, around 2:20pm. Will was no more helpful than the very first person I spoke with. In fact, Will did not have the attitude of a supervisor at all and not concerned with keeping the reputation, quality or integrity of the name that used to be associated with sears.

Will offered to let me buy a mini fridge from Sears to use until mine gets fixed with the promise of Sears reimbursing me for the price of the mini fridge. I refused, stating that I did not "trust" his word or any word from Sears any longer. I asked to speak to someone else above him. Will informed me that there is no one above him that will speak to customers. He was as high as I can get! Wow Sears, really? You have got to do better than that! Will was horrible! He informed me that the only appointment available for me is still 9-12-11. What? I said, "no". I was scheduled for 9-6-11. He said there is nothing available that day and we have nothing here on the computer for you. I said this is a joke. I am completely done with Sears. I asked for a refund on my protection agreement and told "Supervisor Will" to cancel my 9-12-11 appointment. I advised him to get his customer service reps some additional training! I will tell all my friends/family and acquaintances never to buy big ticket items at Sears! Thank goodness for new places like hhgregg.

As of the last phone call, I was expecting a service technician first thing Monday morning. No tech showed up. I called customer service again and was told that we weren't scheduled until the 12th of Sept. We then decided to have the item returned and our money refunded. Although we lost our initial delivery fee, I am glad we are getting most of our money back and will be finished dealing with Sears. My faith and trust in this company is completely gone.

Kenmore evidently stops service on appliances after a few years. Do they have so little faith in their own products?

I can no longer use the ice/water dispenser. Meanwhile, the door is stained and it can't be cleaned.

The refrigerator we purchased in 2007 was suddenly not working properly. The food in the freezer would not stay frozen. When we called to schedule a repair, the service representative alerted us to the cost of the service call, the parts and service to replace any parts that might need replacing, so we paid $250.00 for the service agreement. We waited two long weeks during one of the hottest spells of the summer. On August 16th, Raoul, a service technician, arrived. During this visit, he speculated without even looking at the side or back of our refrigerator that our refrigerator needed service and not repair and informed us that the $250 payment we made two weeks prior did not cover the type of service he needed to perform. We were told that we had to pay an additional $202.00 for him to service the refrigerator. When we questioned why the $250 we paid a few weeks earlier could not be used to cover the service, he insisted that it could not and would not call Sears to clarify this. He said that he did not have time and that he had a lot of other calls to make and accused us of not wanting to pay for the service.

We were shocked at his unprofessionalism and called Sears to reschedule an appointment with a service technician who would fix our refrigerator. The earliest schedule appointment would not be for another two weeks. However, I was instructed to call the Blue Ribbon Department and perhaps they could facilitate an earlier appointment. I spoke with Sheleatha ** who gave me a case number and requested service for an earlier date.

In the meantime, we discarded everything in our fully stocked freezer. The date of August 16th arrived. I called Sears service in the morning to verify that the payment of $250.00 we made on July 24th would cover whatever was needed to be done and we were assured that it would. A Service Technician was to arrive between 1 pm and 5 pm. I received a call that he would arrive between 1 pm and 3 pm and then another call came with a recorded message that the technician was running late. After 6 pm, I called Sears service and spoke with a very apologetic representative who said that this was the worst service he had heard of and transferred me to the Blue Ribbon Department. Everyone in that department had gone for the evening and I was told that they were scheduled to call me tomorrow to inquire about the service I received. The best she could do was schedule an appointment for a service technician to come to my home on August 24th. That is five weeks from my initial phone call.

Two days later, the refrigerator is not working again. I called yesterday and an appointment was made for someone to come out today. I took time off from work to wait for the repair person. The appointment was for sometime between noon and 5 p.m. At 1 p.m., I received a call from Sears notifying me that the repair person had called in sick and that the next available appointment was for 8/26/11.

I couldn't believe they were making me wait 10 days to have my refrigerator repair. My food has spoiled for the third time in the last month. I called customer solutions and they couldn't do anything for me. Bottom line, Sears doesn't care. It is completely unacceptable for them to not address this issue immediately. They have not been able to repair my refrigerator and now they expect me to wait 10 days.

I have been a Sears customer for over 23 years and I have never had any issues with Sears. I have noticed that in the last year, their customer service has completely gone downhill, starting with their telephone answering system and ending with their customer solutions department. I have no idea why they even try to pretend they care about their customers. I have never been so upset with a company as I am with Sears. I will never purchase anything else from Sears.

We received the part a few days later and called to schedule yet another repair visit. This one was scheduled for July 28, 2011. So now we are 1 month into the situation of having a non-functional refrigerator. Some days the fridge would be cool and some days it would be 60 degrees inside. There was no way you could put anything into it for fear that it would spoil. The technician came out and found the fridge to be non-functional. He determined that it needed a new damper and ordered one. My 21 year old daughter was there to let him in and called me when he left to inform me of the damper. When I asked about him installing the ice maker parts that had arrived, she informed me that he said the ice machine was working fine and he didn't know why the previous guy had even ordered it. She also informed me that he took the parts with him. I immediately hung up the call with my daughter and called the technician back (he had called me to let me know he was on his way). When I told him about the ice maker continuously making ice he said, "Well I didn't know about that, and neither did your daughter because she didn't say anything about it". What kind of morons are they? Don’t they keep records of what needs to be done? Or do they expect their consumers to be the expert on the repairs of their appliances? He told me that he had ordered the damper and another ice maker. Once the parts came in, I was to call and schedule another repair appointment.

News flash: The damper has come in, as of July 30, 2011, but the ice maker is nowhere to be seen. I just got off the phone with the repair line, and sensing the urgency with which this matter should be handled, I was promptly scheduled for an appointment on August 28, 2011 – a month later! Are you kidding me? That will be 2 months from the time this fiasco started. I have learned my lesson with Sears and will never purchase another appliance from them. Their Master Protection Agreement is garbage and not worth the paper it is printed on. They certainly don't stand behind their products, or service.

After ending this call, we called back and spoke with someone else (Aaron). We informed this person that in addition to the food, we had concerns about medication which needed to be kept cool. According to this representative, there was nothing he could do. He assured me that he would have someone call me within 24 hours to try to expedite the appointment -- no follow-up call was received. On 7/8/11, we called again and spoke to Nancy. We informed her that the refrigerator was hot (internal temperature in excess of 70 degrees). She informed us that the emergency was noted in the system and that we had 2 choices; either to rent a refrigerator and be reimbursed for the cost after repair completion, or purchase a small refrigerator from Sears or Kmart for $100.00 or less.

We would be reimbursed after our fridge was repaired, plus we would be allowed to keep this small fridge. I received no response when I inquired why I was not given this information on 7/6/11. A review of our contract indicated that we could only rent a fridge after the technician arrived to perform service (still scheduled for 7/18). There was nothing in the contract about purchasing and being reimbursed for a small frig. My feeling based on the service received so far was a thanks, but no thanks! I had already lost trust.

When we inquired of Nancy how to receive reimbursement for our spoiled food, we were told that we could not be reimbursed until the technician confirmed a problem with the fridge (on 7/18). This was contrary to the information we received from Katie on 7/6/11. We have pictures of our spoiled food; however, after the cold, detached service we have received from Sears, we want nothing more to do with this store, its products or services. I will be cancelling the Master Protection Agreement on this fridge for the remainder of the agreement period.

I went to buy a refrigerator at Sears in Chambersburg Mall. I found one on sale, which they said was no longer on sale and took the tag off that. Then I needed a specific size, but the sales person tried to sell me a bigger one, which would not have fit in the space. When I finally had to get nasty with him, I gave him the size and he told me it would be there on a specific date (three weeks later). When I got there, they took forever to wait on me only to tell me that it would take about three more weeks. When I finally went to pick it up, they gave me one guy to load a refrigerator on my truck and if that wasn't bad enough, he wanted to lay it down!

Don't you train these people at all?

In May, we called the repair services. They never showed up when they were supposed to. One phone call lady said they had no record but another gentleman found the records. Stories are always changing. No one ever showed us the respect of a phone call. We have had to call you several times. Your company's employees never informed us that they were not coming on five different appointments. In short, your company made arrangements to come to our home on five different occasions and failed to show up with no notice, when we stayed home and waited five different days . It is wrong to never give us a notice and that they decided to cancel their appointments with us.

They made new appointments without telling us. Because of this, we have lost around 1000 in pay for taking off work. We stayed home four different days with no repair person coming to our house. We made several phone calls, which promises us false promises. When the man came out, he ordered parts. They have been sitting in our kitchen for over three weeks.

Your company called me on June 29 to cancel the appointment because of an emergency customer appointment, which was more serious than ours. So on the 30th, the man was supposed to come in the morning. I took two days off work to be here for the repairman on 29th and 30th. On June 30, we waited for three hours and we called and your customer services cancelled the appointment again and said, "Oh it's been canceled. It was rescheduled for tomorrow. Oh, we're sorry you never got a phone call." I feel like I work for you more than they do. I am making the phone calls you should be doing.

On June 30, we went to Sears and complained. I am furious with your workers for giving false information. The saleslady at Sears told us we should have just received a new refrigerator. She called customer management. Your employee told us. "Well, we can't help you not with the warranty up."

What kind of brain do your employees have to not understand that you broke your appointments for over a month and a half?

We want a different refrigerator, one that works. If your people has done their job, you wouldn't have this problem. When we called, we were under warranty. Please make this right. We spent a lot of money not to have ice for three months. We bought the refrigerator because of the ice maker only. We do not want this refrigerator that does not work.

You offering a 50 gift card from your company for all these lost is an insult. I get paid that in a little over an hour at my job. I have been more than patient. Do something to justify this problem.

Now, because of your cancellations, our three-month warranty to exchange the refrigerator is up and you can't help us with our problem? What kind of company do you run when you cancel appointments for two months and we have to call you that you did not inform us? Two and a half months and now it's our problem? We want this replaced.