Sears Refrigerators Reviews

On April 27, 2011, at 5:15pm, I contacted the Sears Service Department and I explained to the lady that answered my call, that Sears had not come to my house and I wanted to find out the status of my Service Repair request. The Service Department lady assured me that she would contact the repair technician that had been assigned to come to my house, and that by 6:00pm that night I would get a phone call from the technician and that we would get a new time scheduled.

So,at 9pm that evening, I called back to the Service Department. This time, I told them that I wasn't interested in anything other than setting up a time for them to pick up the refrigerator. They started trying to convince me to let them come repair the one I currently had, and when I told them I had already given them that chance and they had blown that opportunity, then they started trying to convince me to let them bring out a replacement, again I told them "No." I told to tell them numerous times, I was not interested in anything but for them to pick up their refrigerator and to give me my money back!

April 29, 2011 at 9:30am they did come pick up the appliance. Now, the next step will be for me to get my money back. How much you want to bet, this will be a difficult process! I can assure you, I will never do business with sears again, and I am going to be sure to let my family, my friends, my co-workers know how Sears has treated me so that they won't have to go through the same thing. I am totally blown away with the lousy service I have received from Sears.

I lost food but not enough to worry about. I try now to keep very perishable goods away from the top part of the fridge. I will never buy a Kenmore or LG product again and hope you won't either!

After researching on the internet, I saw that this was a design flaw that many other consumers had complained about. I called Sears this morning and spoke to four different people. Bottom line is that they will not pay for repairs unless it is a recall. The best offer was a one year warranty for $200. I will report this problem to the Consumer Products Safety Commission and the Better Business Bureau, also to Consumer Report which I consulted before buying four Kenmore Elite products at once because they got good reviews. I have already replaced the stove, and have had a technician in for the condenser fan which froze. I would be very interested in being part of a class action suit against Sears and Kenmore.

Around 5 pm that same day, I opened the refrigerator to start putting food in it and to my surprise it wasn't cold at all. I called Sears and told them the situation and they wanted to send a technician out to fix it but I felt I haven't had it 24 hours and it need an technician already, no way. I asked them to refund my money and pick the unit up. I was then told they couldn't pick the unit up until 12/11/10 and I couldn't get a refund until they had their merchandise back.

Mind you, I have been without a refrigerator for a week. On 12/11/10, the delivery team show up to pickup the refrigerator and then tell me that the shut off valve for the water is not working. It worked just fine for the first team who installed the refrigerator. I them became upset and called Sears delivery center. As I'm talking to Sears on the phone, the two guys that was supposed to be picking up the refrigerator jumped in the truck and took off without taking the refrigerator.

I can't get another refrigerator until they pick this one up. Meanwhile my family is without a working refrigerator and nobody at Sears seems to care. They have rescheduled to pick it up on 12/13/10 but I would like to know can they continue to not refund my money and am I still liable for the merchandise when they just left it. I would like for Lowe's to deliver another refrigerator but can't due to the one from Sears sitting in the space. I have nowhere else to put it. I also wanted to know if I can start charging them a storage fee for they left it here.

I care for my three year old grandson and 15 year old son. We are unable to have milk, produce, dairy product or any other refrigerated items due to the negligence of Sears. It is financially draining because I have to purchase things daily and go out to eat because of not having a freezer for meats . It is mentally draining dealing with the incompetence of the service workers at Sears and I'm very frustrated. Please help.

Sears customer service use their standard lines ("I understand", "I apologize") but nothing helpful or substantive that would reduce frustration, or ease burden of their inability to repair. Notes: (1)Take picture of spoiled food or save for your technician to log in in order to acquire a spoiled food refund. (2) the temporary rental fridge means they reimburse you only $25/day for 4 weeks max. (3) the lemon is only replaced after 4 incidences where they fix appliance and then it is up and running. If you are in limbo - like I am where they can't get their act together and fix the appliance, your hands are tied.

On November 26, shortly before Thanksgiving, I reported a new problem. The fan that circulates the air within the refrigerator started emitting a loud buzzing noise, discernible throughout the house. Besides being an annoyance, our concern was that the sound presaged the death of the appliance on Thanksgiving Day. The bright side was that the Sears’ customer service representative who took the complaint told me that this was my 4th issue with the unit in 12 months and that I qualified for replacement under Paragraph 8 of the MPA. All it required was confirmation by the service technician. On November 30, Sears’ technician, Stefan, arrived for the service call, heard the refrigerator noise before entering the kitchen, and confirmed that there was a problem. I also showed him the malfunctioning icemaker unit which he confirmed as broken and replaced. Stefan also said that as this was my 4th service call in 12 months that I should begin the replacement process immediately by contacting Sears’ customer service the next day. So far so good, right?

The replacement icemaker that Stefan installed was defective. The wire overflow indicator that signals a full tray was broken and out of the box. And to add insult to injury, Sears customer service representative Tomika told me in no uncertain terms that I did not qualify for a replacement as I had not had 4 identical, single ticket issues within 12 months. Apparently, repeated trips for the same issue count as one service ticket. This policy was confirmed by Social Media customer service representative Zack. So here are the issues: a Kenmore Elite product with well-documented service problems and 6 years of coverage under MPAs; an assurance of replacement by a Sears’ representative confirmed by a Sears’ service technician due to 4 service calls within a 12 month period per paragraph 8 in the MPA; a reneging of this promise by Sears’ customer service representative installation of a defective part by a Sears’ service technician requiring yet another service call; a still-broken Kenmore appliance resting comfortably in front of the floorboards it ruined.

Upon reflection, it makes you wonder why I would want another Kenmore appliance but after paying over $700 over six years for the MPA, I feel that it is incumbent upon Sears to stand by this agreement and their products. To date, that has not happened.

Guess what, the new refrigerator arrived on November 16, 2010 with the same problem. Finish is all scratched though fresh out of the box. It looked awful. I refused this one. I would like a full refund but don't anticipate receiving one. It has been a headache. I have taken so much time from work that the boss has said that one of these days, I would have to choose between my house and my job. Now, I am awaiting yet another replacement. While I was waiting for doors, the refrigerator was discontinued and I was told by customer support that I would have to pay the difference in cost for a model that is basically with the same features that this model has. Finally, I convinced them to replace it at no additional charge. I would not recommend anything from Samsung to anyone.

I told him I didn't want the item. I was given a telephone number and spoke to Mavel, explained the situation again, she looked up the order and I was advised that she canceled the order.

Seven days later, I received my account information from my bank and noticed that Sears charged me for the refrigerator! I called an 800 number, I was put through to the Visa department with Sears(?). You had to go through prompts; it asked me for the amount of purchase, I stated the amount and was given a reference number 183160. (Everyone I spoke to on the phone didn't know what the reference number was for). I called back and spoke to Christa who was in Mississippi. She put me on hold for 10 minutes, came back and told me she couldn't find any order(?), not even a canceled order! I called back the 800 number spoke to Roland; he was in Texas.

I had to explain the situation again; he said he couldn't help me because the department he works in only took care of customers who purchased in Sears stores. I asked if he could look up my order. He said, "No, two different computer systems!" He transferred me to the Customer Care Department who handles online purchases. I spoke to a Purdey in FL; he put me on hold for 10 minutes, got back on the phone, couldn't find any information, put me on hold again another 10 minutes and a supervisor came on the line. Her name was Abby. She couldn't help me.

Needless to say, I was furious and upset. I called the Sears outlet store in Delaware hoping they could give me another phone number or someone could help me. Security answered the phone, there was no manager on duty. They took my number, no one called me back. I called again, left my number and no one called me. After being on the phone for two days, I went online and got the corporate headquarters phone number 847-286-2500. I called and I was put through to Carol **. Her title is Customer Care, Case Manager. I explained again what happened. She put me on hold, came back and said she found the order, said it was canceled. I explained that I was charged on my credit card seven days after the fact.

She didn't understand that. I was given a case number 3348213, she also gave me her direct line. Carol advised she would get back to me the next day regarding when I would be getting my refund. I spoke to Carol on 10/27. I never received a call the next day 10/28. I left a message on the voice mail again. I called on the 29th, 30th, 31st and November 1 and left messages, and no call back. I left a message this evening 11/2 and stated I would be seeking legal counsel if they didn't call me back by 11/3. I wrote a letter to the CEO of Sears, Bruce Johnson. I was told he wouldn't respond, all the letters go to the Customer Care department.

October, 2010 this past week, the fridge stopped cooling again. Being loyal customers, we called Sears to come out again. On October 27, a new tech arrived at our home and inspected the fridge to determine the issue. He proceeded to tell my husband that the compressor was completely blown and would need replacement. He then informed my husband that the cause of the damaged compressor was the hard-start switch that was installed.

He said that switch was not an approved part for Sears service to install and it is what caused the compressor to fail. Imagine our shock at this news, knowing that the switch had been installed by a Sears tech in March! When my husband explained that the switch was installed by Sears in March the tech at our house did not believe such a thing would be done. And I have to say, we agree. We asked him what he could do for us and he said it would be $780 for repair and he might be able to give us a 10% discount for our trouble. Unacceptable. I called customer service and was directed to write a letter to express my displeasure. Are you nuts?

Then he accidentally broke the fan blade. A new fan blade and motor was ordered. A third repairman came out and installed new fan motor, and fan blade at $200.00 estimated, paid. Within 30 minutes of 3rd repairman leaving, the fan motor quit working. I called the 1-800 repair number 6 times and was told that the repairman was notified and would return after he finished his scheduled runs at around 5 pm. At 5:30, I called the repair number and was told that there are no scheduled repairs after 5 pm. I was transferred to Sears claim office.

Rescheduled visit; a fifth repairman came and had to reorder the fan motor because the previous repairman did not install the fan motor correctly. When assessed, the fan motor that was installed in February also was missing the necessary screw to hold it in place and that it was also not installed properly. A new fan motor was ordered again and an appointment was rescheduled. At this time, I am on my 6th repairman, 3rd fan motor, and $417.00 out of pocket expense for a problem that never should have happened.

I couldn't go into the showroom until the following Saturday. This was on a Tuesday. I ended up buying a GE Profile. They didn't have one on the Showroom floor so the salesman convinced me to buy it online. They finally delivered on 6/17/10. The date today is 10/24/10 . Today, the GE repairman came and he told me my ice-maker was making all the ice it could. It's suppose to make 100 cubes an hour, well try 75.

Whoever designed this ice-maker should be fired. The ice-maker is at a slant, so much that even at full capacity, it only lasts about 4 hours with 4 people .This is a horrible design flaw. The old fridge that went out was a GE but it could handle 6 people for at least 10 hours and guess what, this fridge was 24 years old.

Who in their right mind would buy a fridge for almost $2,200.00 that doesn't make enough ice for 2 people. Folks, be warned. This fridge is a piece of junk! My advise is to please be smarter than me. Find out all the facts before buying.

Twice, we had the refrigerator section go out, but the freezer works most of the time. We lost over $200 in food both times. The tech had us remove the food so he could melt the coils in the back. The coils will freeze up due to bad design and had to replace a circuit board. For a four-year old refrigerator, this refrigerator is a nightmare appliance! The bottom line is that don't buy a Maytag dual cool or you'll be the "dual fool!" Also, make sure that if you buy the extended warranty or appliance warranty, read the whole thing. Ours will pay $250 of the food lost (you must keep the spoiled food so they have proof--very strange)! However, they will only pay once per 12-month period and not for the lost work days. And it usually takes three to four days before a tech can come out so there's a lot of eating out!

This is becoming a major burden for her since she is living on just Social Security. Is there a recall on specific units? I believe Sears should be held responsible for the cost of all the repairs. The service man stated that he has had to do the same repair on many units having the same problems as I and my mother have had. He said that Sears did not make the hoses long enough and, therefore, they plug up easily. Thank you and please help with any advice on how to handle this.

Julie **

I was not compensated for the food, never received any paperwork for the changes in my order. I never heard a word from the people I spoke to. I was charged an additional $800 for the replacement of the fridge which took at least two weeks to come. This bill was sold to a collection agency rather than anyone from Sears calling me to find out what the problem was. This could have been worked out, I'm sure, if they cared about the customer and not the sale.

But not as shocked as I was to discover that nobody, not any of the customer service people or the officious supervisor I spoke with, would expedite this 'approval' so we could buy a fridge with the little money we're getting back from Sears. Why, I wonder? Could it be that Sears wants customers to give up in frustration? I’ll certainly never buy a Kenmore product again and Sears has some of the worst customer service, if you can even call it that, which I've ever encountered. Buyer, beware. I need to buy a new fridge after less than five years. I bought two extended warranties and lost approximately $250 in food. Oh, and the emotional cost of dealing with Sears: priceless.

After one day's use, I noticed that the door seemed loose and hung even lower. To make things worse, it appeared there was a gap in the seal on the side and I could see light coming from the gap when the door was closed. I removed the plastic kick panel from the front and found that not only were the screws holding the bottom hinge falling out but the frame behind the hinge was crushed in. I called the service department explaining the issue and they agreed that it sounded like the fridge could not be fixed. They then transferred me to a replacement specialist who could barely speak English. After looking up my info, she told me our fridge could not be replaced because it was last year's model.

We would have to go back to the Sears Outlet and pick another fridge. She then transferred me to the Sears Outlet and I spoke to the assistant manager asking questions on what the next steps should be. He informed me that I would have to come into the store, pick out another fridge, pay for it, wait a week to get it delivered, then I wouldn't see my money returned on the first fridge until 10 days later. My fiance and I are getting married in about a month, we just purchased our house and could barely pay for the first fridge as the one that came with the house died and was not covered by our home warranty. We do not want to open a line of credit with Sears to pay for the second fridge and we definitely don't have enough money to cover the second fridge.

I have always received excellent customer service from repair man (same tech calls on us each time). The most recent call was due to freezer temperatures rising and food thawing. Steve came to check; replaced circuit board on 9/21/2010. The problem is still happening. The temperature in freezer is not holding. Today (9/22) he came by again and advised that compressor was burned out and one would be ordered. I cannot believe the issues customers are having with GE products. You can be sure we will never ever purchase anything from GE. The only great thing I can attest to is the purchase of extended warranty.

I have not paid a cent for any repairs. But I have had lots of aggravation and frustrations with this problem. Any time I have to prepare a blackberry cobbler, using six packages of blackberries and I wasn't even in the mood for one, it's disturbing, to say the least. In the meantime, the temperature in refrigerator section is increasing well above 37 degrees. The food in that area will have to be watched closely for spoilage. What an inconvenience!

Why? He said I had the temperature set a little high. I told him I had to do that because it wasn't cooling adequately at the lower setting. So I took the attitude. I have it documented that I was having problems before it actually died. I asked the tech on the phone whether I should save the freezer or the food. She said they would replace the food, but the decision was for me to make.

My freezer vents are now freezing up and the compressor makes a horrible noise when I open and close the freezer door. I've decided to take all of my food out, save what I can and lose the rest. Hopefully, I can defrost these vents before further damage occurs to the refrigerator. I feel rather foolish having bought another refrigerator from them after my first experience. I thought maybe it was bad luck. Now I know that Kenmore refrigerators are a waste of money.

I purchased a maintenance plan for over $200 in order to protect myself for a few more years. I have had to sit on my prepaid phone while dealing with this. I am still dealing with this problem, so I really don't know how much more it is going to cost me. I have made an appointment for my next day off from work as they will not give me a Saturday appointment because I live 25 minutes from the store.

I called back because I was disconnected and went through the whole speech again. Was disconnected 4 times before I got someone and they rescheduled me for the next day. The tech showed up and said that the problems that I was experiencing was an issue w/this fridge. He would order the parts and set me up again for service the full Thursday. He would call me at work because I only work 5 min and give me a heads up when he would be arriving.

Of course, he didn't call me at work and called and left messages at my home # and then left a note on the door saying I wasn't home. I called again to speak w/the original 'mgr' (Kim) from customer solutions but they said that she was in a meeting. I spoke w/Judson, another manager and went through the process again. He set me up for today 9/13 (1 -5), again, I sit and wait, called a few times to confirm that we're still on, and of course the service man doesn't show up. I called back to talk w/Judson but they said that he wasn't available and that he would not be able to return a call to me.

I tried calling several times around 5 to see what the deal was and the lines were busy and they said that you can't leave a message. Chatted on line w/ customer service - they were zero help. This is crazy. Never, never, never buy a Sears appliance. I've been a homemaker for 25 years and I've never experienced anything like this

I called repair. The repairman informed me that the fan was bent as well as its housing, the tubing was scorched and the labels on the back were also discolored. There are smoke marks going up the wall behind the refrigerator also. He felt that the refrigerator had been seriously dropped and that is why these things were damaged. He also felt that it had been trucked from the back rather than the side. It had been made in 2004 and purchased in 2006. I, of course, never moved it after Sears installed the refrigerator. Therefore, all the damage happened before I purchased the unit. So Sears did the damage to this refrigerator. This repair cost me nearly $500. I have pictures of the damage and of the parts that were removed! I also have my receipt. I now want reimbursement for my expensive repair bill. I request your early response.

On Thursday, September 9, 2010, I heard a noise that sounded like someone was welding. As I looked to see what the noise was, I realized my whole kitchen was filled with smoke. I ran to the refrigerator, unplugged it, and called the police/fire department. They came and used a heat gun to determine that the back/bottom of the appliance was "hot". There was black soot on the wall and all over the floor in front of the refrigerator (pictures were taken). I called Sears to report the problem and they sent the same repairman.

He again stated that this was a freak incident and that this time it was the compositor and relay that had caught fire and burned. He said that he would replace the parts, but I said that unless he could find the cause of why the refrigerator was catching fire, I did not want to use it. This is a horrible accident waiting to happen. He called someone on the phone and they said that they could either replace the parts or give me a $500 store voucher. I paid over $1,000 for this refrigerator and feel that this Sears appliance is a safety hazard. I have also found online that other Kenmore refrigerator models have been recalled for similar problems. Sears will only reimburse me $200 for food loss even though I lost food on both occasions. In addition, I bought this appliance as "new" in 2008, however, one of the firemen pointed out that the manufacturing date inside says September 2006.

I lost out on that, now one side of my fridge is warm. Rubber stripping and center panel is hot. Ice maker stopped functioning 2 months ago. I've never used broiler, decided to broil steaks, broiler doesn't work. I'm an older person, and do not use either constantly. I hope nothing happens like some of the other folks (wires burning,fire etc.! ). Unfortunately warranty is over. I will never deal with Sears again!

I found out the electric cost is way above than what they are reimbursing and it had been 2 years and they never came to fix my refrigerator. I am thinking of 2 things either file a class action suit against them as there are several others who they have duped or file a case of fraud against them in Maryland Attorney general Office. I am thinking of 2 things either file a class action suit against them as there are several others who they have duped or file a case of fraud against them in Maryland Attorney general Office.

My house is being remodeled and I told them be careful with the cabinets. They have just been refinished but the counters were going to be replaced. Well lo and behold, they gouged the cabinets in several different places on the fronts where they can not be hidden. Some of the scratches are 8" long and very deep! I went into a local store and the lady was so rude and said, "I can't help you." I had to return that fridge because it didn't work out for us and ordered another one. They were supposed to be picked up and delivered on the same day. Well they came and picked mine up, didn't bring the new one.

In process of removing old fridge, they ripped the metal in my new front door and ripped the arm to hold it open off. When they couldn't fix it they took their hammers and just kept beating the door. I received a call about delivering the other fridge and they said it would be another week! I said that would not do and the lady asked if I had children. I said what does that matter? She said, "If you don't have children then you don't need it." Wow! That was so insulting. What does my family status have to do with my delivery status?

I had filled a repairs claim with Sears and they said the payment for repairs would be here in about 2 weeks. Now four months later where is my repair charges and why is my stuff still destroyed? Never will I walk into a Sears again and let everyone know about what they did. I am not one to wish bad on others but I hope Sears horrible service leads to them crumbling in this economy. They do not care for their customers so why should we care for them?

It arrived her and I stated to the delivery people that it s not going through my front door. Justin the delivery person then said to me, "then I will leave it in your garage." And I said, "excuse me?" I then stated to my daughter to call Dave at the store and tell him what was said . When she was on the phone with him this Justin guy chased her into the garage trying to grab the phone out of her hand while she had her 20 month old son in her arms and her 5 year old son next to her. Needless to say, this traumatized her severely and she was crying so bad we had to have a neighbor watch him while we dealt with this Justin's attitude.

He was on the phone with someone stating that he had to call them before I told them lies. I know this cause a neighbor that was watching this whole ordeal came and told me what he said. She then offered to stay with us because of Justin's attitude!

We are fearful for our safety due to the fact he knows where we live. Sears seem to want to blame us for this! I am shocked and will never shop there again. Not only was that uncalled for, but I also lost food that was in the old fridge because I was told they were to deliver on 09/07 and never showed! Poor service! I will tell everyone I know about this and I also took pictures of this person in case something happens to us!

It was working until 07/22/2010, the refrigerator went out again and the same tech (Juan) previously again came and did not do any work but recommend to have the evaporator, compressor be replaced. On 07/31/2010, Tech (John) came, he check the refrigerator and recommend replacement. The estimate this time was a little lower. We call Sears again and request to have another tech to check and fix on 08/5/2010 and we agreed to have the refrigerator be fix with our portion to pay $560.89.

The tech (John) who resign from Sears put freon so we can use it. He ordered the parts from Sears as pre-ordered are required before Sears home can repair the refrigerator. On 08/20/2010, service was scheduled for 8-12. Sears on the same day change the schedule to 10-2, then change it again to 1-5 until nobody show up on 08/17/2010. We called again and schedule on 08/21/2010, the tech this time installed just the evaporator and tech claimed we do not need to order the compressor because according to him (Eric) the compressor was in good shape.

The refrigerator was not fixed on 08/24/2010. Another schedule again on 08/28/2010, and same tech (Eric) came and installed the compressor and promise that the refrigerator was all fixed. After 4 hours, the refrigerator show no indication of cooling and not fixed. We call for service. Sears scheduled on 08/30/2010. The tech was not able to do anything and claim that he was not the one who installed the evaporator and compressor. Sears re-schedule again on 09/02/2010 1-5pm but on the evening of 09/01/2010, Leslie ** from Sears Holding Corp cancel the schedule for 09/02/2010.

I believe this refrigerator is qualified under the lemon law due to many time the techs were not able to repair. We loss food expense for many occasion and reimbursement was only one time. We have to buy food and dine outside after we come home, spend cost for the parts that Sears ordered and provided from their own manufacturer. This has caused pain and suffering for the 3-4 months of not having a refrigerator. The effect for us to purchase for similar refrigerator are expensive nowadays, more that $2,500 for similar model.

After a day, it starts to work again. Each and every time I have spoiled food. They cannot reimburse for food until they can diagnose the problem. They have replaced several parts and it still stops working every 3-4 months. I paid the warranty on it, but for what? I cannot get someone out to look at it on the same day. I was told at one point I should get a new replacement by now. Again, I am tired of losing food and nothing is being done. I just want a new replacement!

Called Sears & told "not responsible", "out of warranty", "call Whirlpool." My concern is not so much the cost of this repair but that I might have well have kept my old one or spent a few hundred on a used refrigerator. Pointed out that since Kenmore label is on refrigerator, Sears should have some responsibility on providing a product that actually works. I told I was "putting words in her mouth" in saying they were not. Non-affiliated repair person, with "A" rating from Angie's List to come Wednesday, Sept 1st. Will keep you posted.

My delivery time was 11AM to 2 PM. By 2:30PM, I called Sears. They said there was no delivery scheduled. That evening, my husband and I went to Sears, to find out how to get our refrigerator. We were told by a not so nice manager, Mike **, that it would be 2 weeks out, before we could get a refrigerator, even though, ours had been delivered to the store. We argued that it had been 2 weeks. He said maybe he could get it delivered by Monday, so he said, maybe he could try to squeeze it on a truck for Friday delivery. He would call me and let me know for sure.

On Wednesday the 18th, he left a message that he thought it would be on Friday's, truck but would call Thursday to confirm. He never called, on Thursday. After work, I stopped at Sears, and asked for the manager. We argued about the whole situation, and my losing work, and what he could do to compensate us. There was nothing he could do. Because the salesclerk had goofed the whole sale, the store had to eat the cost of the sales tax, and the special delivery cost.

The refrigerator was delivered Friday morning, unfortunately, the water line leaked, so the delivery day, I had placed my first complaint/service call. Finally Saturday, they said someone was going to come out on Monday to fix the leaking water line. Sunday night, we received a phone call that there would be no one coming. It wasn't them that needed to fix it. Monday, I spent a total of over an hour trying to reach someone. I spoke with over 11 people. and had no one to come and fix the problem. Tonight, the installer called and said that, the delivery people were the last ones to touch the line, and that they needed to fix it. My husband and I paid them to Install it so that we didn't have any leaking water issues, and yet no one wants to fix it! It amazes me that this company is still in business.

He called at 5:20pm. I said too late and I had to get back to work. He reported that I cancelled the appointment. I made another one for Aug 25. They just called and said they had no one in my area and would have to make it Sept 14. Another 3 weeks. No apology, no nothing. I assure you I will call the Better Business Bureau and any other watchdog group. This is my last visit to Sears, and I will attempt to tell others about my experience in hopes they will boycott as well. We a down economy, and they still treat good customers like this.

Since we only had it approx. 24 hours, we called the store (this is Sunday) and explained the situation. They wanted to schedule a repair man. I said, "No, we just bought it." I'd like another one." I felt it being this new, if they sent a repairman it would be like purchasing a reconditioned appliance. The person at the store said they couldn't do that. So, I said I didn't want it. Please have someone come pick it up. They said, I'd be charged to have it picked up. My husband is returning it to the store now. I did call an 800 number which transferred me to a repair scheduling technician. I said, "No thanks." She couldn't help me. This has left me with a very bad opinion of Sears.

I'll never deal with them again when it comes to appliances. Ever. I'll spend the extra money and purchase from a small, locally owned appliance store. The might not have the best hours but they do deliver at no charge and if there is a problem, I can speak directly to the person in charge. Some things are just worth spending more money.

I called Sears (the company that warranties the unit) and they sent a technician to look at it. After looking at it, he says that the unit has to be replaced and cannot be repaired.

Then I spoke to Sears and they said that they will not replace the unit for another unit unless I pay for an upgraded unit because this unit version is no longer available. I stated that I had already paid for the unit and it is under warranty and that Sears should be responsible for the unit's replacement. They said that it is against their policy and that I can only get the sale price value or a store credit.

The next unit is over $100 more and I cannot afford this. I asked for my money back and they said that they cannot give me my money back either.

So, they are not honoring their warranty. They are trying to pressure men and force me into buying a much more expensive unit (double the price). They are also refusing to give me my money back for a unit that they say is under warranty but is not working and they cannot fix or replace. I will lose $100 dollars and am stuck with a broken refrigerator.

You don't buy appliances at Sears number one and number two, if trouble you will wait on them. Go to Lowe's for all of your appliances they have all different makes and models. They have people who deliver that have a GPS and don't have any trouble finding your house. They called to tell me they will be there in five minutes and they were there. Far as service when you call you speak to someone from Lowe's, not overseas and when they say they will be there, they are. No run around.

When the service man came, he told me that there was nothing that he could do to fix it. He said the ice cubes were the correct size. He also told me that it was a common problem with that model ice maker. I have had to put the stripper back in place many times since he came out. Seventeen days after the one-year warranty was out, one of the fingers on the stripper broke off when it came out of place again.

Sears customer relations told me since I did not buy their extended warranty that I would have to pay $129 for the service man to come out to look at and pay extra for any parts he needed to replace. I was told that the number of days out of warranty did not matter. They would not repair it unless I paid their price. I have bought a lot of things from Sears in the almost fifty years that I have been buying from them, but I am now an ex-customer. Loyalty means nothing to them. They would rather lose a customer than to do the right thing for their customer.

Sears is not the company that it used to be. All their customer service will do is apologize for your problems and take your money. I have a broken appliance part and I do not know what it will cost yet.

I called parts/service. They have had similar complaints but no recall. Will Cost $115.00 for parts. I am not comfortable putting in new parts in an appliance with electrical problems. Apparently Sears is not concerned about safety issues or repeat customers.

All four representatives had different standards of practice on how Sears handles this but basically you do all the calling to just get a technician out. Odds are that no technician will arrive and on Monday, we will be returning this appliance due to the fact they cannot get a technician out to repair it like agreed and level of service or lack of we received. Sears has just lost another customer.

I couldn't find anyone to lift it through the door (a moving company I trusted stood me up twice and wouldn't even come to look at it). I ended up having my handyman open up an exterior kitchen door that had been sealed up for 30-40 years. This required moving the dishwasher and a bookshelf, apart from their intense labor with the locks, hinges, and paint seal. They moved the old fridge out after I unloaded it, and moved the new one in, very carefully, through a tight space. They told me they didn't see a place to hook up the ice maker line.

I looked into the fridge, and the "ice maker" that the delivery men had pointed to turned out to be a bin and two ice trays. I called the store and was told that the model that was rung up was the one without an ice maker. I said that the model on the floor that I had looked at, pointed to, and asked for had an ice maker. I said that they had delivered a water hose with it. I said that if I had not paid for an ice maker at that time, I would gladly pay the difference now, if they would come and put one in.

This is where any other company would have done that, to correct the mistake that was made at the register on a busy weekend. But that company wouldn't be Sears, apparently, not any more. The only solution they are offering is to swap out this one with an ice maker model, because (and two people have told me this) they can sell this one at a scratch and dent store, and that would cost them less than to have the service department come out with an ice maker and install it. Apparently the parts and service department charges either me or the store for this, at the retail rate. Because it was a store error, and I guess it's not one company.

If the problem had been discovered at delivery, or during the six weeks that this sat in my living room, their solution would be fine. But now that it is in my very tight kitchen, their solution presents a major hassle to me. Having the doors off again, moving everything, transferring contents again, missing work again. To accommodate their desire to change out the refrigerator rather than upgrade it in place. I'm also told the delivery people would not want to remove the exterior doors--I suppose I would be expected to pay for that again in order for them to correct their mistake in the way they prefer.

I work for a company that has stellar customer service, and the difference is very sad to me. For this great old brand from my childhood to be so fragmented, rude, and dense is a shock to me. They not only abandoned me to find a way to get the refrigerator into my kitchen, they are pushing more stress and expense on me if I want to have what I originally asked for.

Our stove has been a nightmare as well. We have LP gas and the stove has been installed for natural gas. The burners are so messed up from different techs coming to "fix" the problem that Sears offered us a replacement stove. The replacement stove came this morning and a plumbing company came to do the install. My husband met them at the house to make sure the conversion would be done. One of the burners on the stove was delivered cracked. I am on hold with the Resolution Department and I hardly think anything will be resolved. My plan today is to go to the store and speak to a person.

This has gone on for over a month now. They have not shown up a total of five times now and this is just unacceptable. I have always done business with Sears for over 40 years, but this is the last straw. This will not happen again as my time is important and I have taken off three times and also had someone else come to my house to wait on them twice. I had to clear out my refrigerator five times since this is what they said had to be done before they could work on it. I have had it and I will no longer do business with Sears and neither will anyone else that I know. This has cost me time and money and there are other places that I can spend my money. This service is not free, I paid for insurance and extended warranty with Sears. There is just no excuse for this.

I then drove to the local Sears parts and service store and had them look up the repair recalls on this model and it shows a total of 8 service flashes of which one is the interior light staying on and the crisper freezing food which I am experiencing. The person at the store nor I could get anything done to set up an appointment to get the repair done without me being charged. The person in the recall repair area gave me the LG telephone number to call them because they are the maker of the refrigerator even though it is a Kenmore and purchased from Sears.

I called LG and got sent back to Sears and the lady at the service center set up for them to order some kind of parts that I'm not sure what kind and she said to make sure I wasn't charged, however, everybody else has said that I would have to pay for any repairs. Why is it the recall repair area does not show the same 8 service flash recalls that the Sears Service center pulled up? I have a print out of the 8 service flash with the codes. I am ready to call the television reporters and newspaper to try to get something done about Sears' poor service. I just purchased a new washer and dryer for $1900 from Sears two weeks ago and I will never purchase another appliance from them. I am a long time customer of theirs and I am through with them.

This refrigerator cost me $600.00 plus, and a 1 year warranty. I know that this is a defective product, and no satisfaction has been reached. As i stated, every carton of milk was spoiled, fresh meat also got spoiled. Freezer items have partially thawed, ice cream maintains a soft texture, never frozen solid, like when it was still in the store. There has been financial loss for spoiled food, and my constant frustration for handling this issue.

The representatives acknowledge there is a history of issues with this product and told me to call service for repair at 1-800-. The rep at the service dept. number spoke poor English and when I tried to explain why I was calling to her all she could do was schedule a repair call for which she said I would have to pay unless the repairman chose not to charge me. I explained to her that the parts dept. said there were issues with this product and she said she didn't find any history of any problem with this unit. She told me to call 888- and I asked her why. She said it was so that I could talk to LG. I asked her why I was calling them and she said they made the refrigerator.

Before I did that, I checked the internet and find out that there are definitely issues with this product and that even if I pay for the repairs they don't last. This refrigerator cost over $1000 and three years later, it is in worse shape than the 23 year old one it replaced. Until searching the internet, I feared the appliance would stop working and I would lose the food in it. Now I fear for the safety of my household.

When she received her estimate it was a approx. $3000 lower than my two estimate. They have now offered me a settlement which is approx. $3000 lower. I explained to her that if her estimator came in with a lower price then I have no issue of using Cunnigham & Lindsay. The only problem is they don't do any work and they work for her. I was told by Bonnie if I get new floors I should be happy. Also I was told that no matter how high up the chain I go, the amount will be the same. This is not acceptable.

All I want is to have the damage repaired and my house back to normal. I have already contained the mildew and now have my kitchen floor and dining room floor with sections removed. My living room rug has a large section removed where mold was growing. My house is a total mess and I feel they should put it back together the way it was. I have all the paper work from both estimates and copies of Sedgwick estimate and settlement papers they have issued if needed. Thank you for your help in this issue.

The earliest appointment for repair was on June 9. The repairman came and determined that the fuse had blown, and the circuit board needs to be replaced. Repairman was told there was one in his truck, but found none. He told us he would put a rush order for one to be directly delivered to us, at which time he would come and install it. The part did not arrive, and upon calling, we were told that the part was on 'back order'. From June 11 until now, we have called repeatedly and been told repeatedly that it was on 'back order'.

We decided to go back to the store and complain to 'customer service', only to find that Sears has no customer service dept. We complained to the appliance manager, Debbie, and her assistant, Olga. They said there was nothing they could do at that time, but that if the part didn't come in by the end of the week, they would start the process of getting a replacement. When they started that process, we were told that we had to get a 'code' before anything else happened, and that would take 72 business hours.

At this time, one of our daughters could see the stress that this was putting on us, my husband is 83 years old and I am 78, and decided to try and resolve the problem. By making many calls, she discovered that Sears, indeed, has no customer service. She was also told that Debbie and Olga had no authorization to start proceedings to replace the refrigerator. Our daughter was told that the best we could get would be a $500.00 credit towards another refrigerator from Sears. This would actually be a $248.00 credit because we had spend $252.00 for the warranty.

My daughter then proceeded to search around, obtaining the necessary information regarding the part in question, and discovered that Lowe's could provide her with this part. She has ordered it and it is being shipped to our house on Monday. She has paid for this part herself. We will also have to pay an electrician to install this part. This leads me to believe that the part was not as unavailable as we had been told, and that perhaps they would rather sell us another refrigerator at a lower price of $248.00.

I have gone online and read of so many horror stories of Sears service that there is no way that we would purchase another appliance or anything else from Sears. And so it appears that our only option is to go to a reliable, smaller appliance dealer to get a working refrigerator. My daughter also contacted Kmart since Sears is one of their holding companies, but has basically got the same runaround that Sears gives.

"Thank you for using the online Sears Rebate Center. Your rebate submission or Instant Rebate Gift Card conversion request was not approved because the product was not purchased at regular retail price. This applies to offer(s): H100053 02/01/10-07/01/10 Free Standard Delivery and Haul Away PLUS 10% off Protection Agreement when purchased with Regular Priced Appliances. Rebate paid via Prepaid MasterCard At any time, you may check the status of your rebate or submit additional rebate claims by visiting sears.com/rebates . Thank you again for shopping at Sears. Sincerely, Your Sears Rebate Center Customer Care Team".

I am out $65.00 that was part of the sales agreement with Sears. The sales people were telling other customers about the rebate as we left the area after our purchase, so this was deliberate fraud on the part of the store.

She said she wouldn't argue with me, but firmly stated the date and time they could come out. After much screaming and frustration, I told her to send someone on Tuesday. I finally hung up while she was still talking. Odd how you pay for a service and they want the dollars, but cannot get anyone in an emergency. What good is the contract if they cannot help? She told me to read the contract. I did and nothing is said about not coming out in an emergency! I usually get the person's name but was so frustrated, I failed to get it. However, if this is the type of representation Sears has, then I guess I should go to another company. My maintenance agreement does not have an address on it, only a number to call for assistance. Of course, this will also be reported to the Better Business Bureau. In the meantime, I'll wait.

This fridge quit. Then, the real race was on because her 90 days was up on June 25th for refund or replacement. My mother and I both called them repeatedly, getting totally jerked around. We were told we could return it, and then told we couldn’t until the service man looked at it. Then, the service man couldn’t come to even look at it until June 22. So, anything that needed to be colder than 40*- 62*f had to be kept only in a cooler and for 24 hours or less for two weeks. Then, my great grandparents came home to visit and were also living like this from June 5-21.

We both tried over and over to try to get anyone to come sooner and what other options we had. Never did we get the same story twice. We would sit on hold for hours at a time listening to a commercial, advertising how their service is the best in the country and they can fix appliance of every name from any store not just Sears. Call the number above, I dare you. You’ll hear it too over and over again. But they do not tell you they cannot help Sears’ own customers, older customers with multiple health problems, or guests. No way. I even had to have the automotive dept go over there and tell them to pick up the phone, because I didn’t know if they were alive over there. Sickening.

Then, the poor repair man came and said it would take another two weeks to a month to repair it, so we should just get it exchanged. But he couldn’t even get through to Sears dept, above. I was nearby shopping and got a call to go over to give the salesman a verification number and they had to do it all using my cell phone. And the poor repairman cut his hand all up trying to work on this fridge, so my mom had to clean up blood from the poor guy. Then, the one fridge similar was $200 more than what the broken one was. So, I asked the manager to lower the price for all the ordeal our family has been through and he wouldn’t even come down $1. He also wasn't nice about it. He told me too bad, I lost all my groceries, and that I should have bought the extended warranty or some other stupid warranty.

I said, “What about the 90 days being up in two days, says right on the receipt?” He said, “I don’t know where you’re coming up with 90 days. They will take care of it for one year.” Yeah right, how this guy was a total jerk. It says 90 days on slip. He should put it in writing, one year. Oh, and if I return it, I don’t get cash paid back. I will get a credit slip. So, no matter how totally disgusted I am, I still have to get another fridge from them. So, I said fine; she needs a fridge as soon as possible, which they say won’t be in until June 29 if I order one tonight. I said, “Another whole week huh?” Go to order a new one, the closest to measurements and same features you know. But $200 more and gee, big surprise, their computers and phones are down through the entire store. They could not get me that fridge if I was happy to be getting it. What if there was an emergency?

You should have seen the three salesmen run to find me a working check out, with no success. Then, they told me I could come back in an hour and see if they were working then, or come back the next day. I live an hour away. Do they think no one has a job? Or, maybe I have a personal gas station for my vehicle. Oh, I am just so disgusted. They couldn’t even offer a gift card for my mother or my trouble. Ridiculous. Think twice before getting large appliances here. I thought they were great with redoing houses and keeping soldier’s jobs for them, but I cannot shop there anymore. I wouldn’t recommend to anyone else either.

My mother, father, great grandparents, two nephews, and great grandparents’ pets all have had no fridge for 18 days and counting because it has not been fixed. We lost a fridge full of groceries. This caused stress of having to go to the store daily just for what can be eaten in that day. We spent on gas for this grocery trip, because the nearest grocery store is 15 minutes away. We incurred long distance phone charges for several hours being put on hold from 3 phone lines. We lost time in our daily lives while waiting on these ridiculous hold lines. And this caused emotional distress from being treated like ** for 18 days and counting and no help.

I have been stressed thinking we are going to be out of fridge and over $800 in two days from professional liars. And the poor repairman has been injured. I spent on gas from running around while getting the run around. I am upset from them not even helping me out a little lowering the price for replacement. Measurements worked and icemaker in door. This also caused emotional distress from the manager putting me down in front of other employees, like I wasn’t smart enough to get all the extra warranties. I figured it was Sears. I wouldn’t need them. I guess that’s just what I get.

On June 5, 2010, we had the same problem with the same hose. I called Sears service department on June 7th and was told that the earliest appointment would be on June 15. I explained that we were having the same problem and that the service person should be sure to bring the correct hose along with him at the time of service. But when he arrived, he did not have the hose. We set up another appointment for June 22, 2010.

The service department called on June 19, 2010 to say that they were not able to get the hose. On June 22, 2010, we called the service department back to inquire as to whether or not they had been able to get the part yet. The answer was "no", but they were still trying. I then asked for a replacement refrigerator as we needed ice and water. We were told that they could not replace the fridge, only the parts were covered. We understood that when we paid for the warranty, it was fully covered. We are good customers of Sears, our bill has always been paid on time or ahead of time. We feel that we have been treated very unfairly.

As far as Sears is concerned, they warranty back to original purchase date and to have A&E come back and diagnose is roughly $75-$150.00 and then to get compressor and install is roughly $700.00+. We paid almost $2,000.00 for this refrigerator and it has been a complete disappointment. In 6 years, 2 compressors have died and Sears/Maytag is letting us down. Meanwhile, the refrigerator we were replacing with the new Maytag is 20+ years old and is still working. Do we have any recourse? This just seems so odd the part is not under warranty after 1 year of installation and no recalls on this fridge. I see other model #'s recalled with similar problems, including fires. I am fearful that we are a part of this and heads are just turning the other way.

We now have to buy a new fridge as it is no longer working and the repairs outweigh the purchase. We did lose a lot of food, but I am concerned after hearing about other model #'s with frequent dying compressors our is also in this pool and no one is acknowledging.

Well, they said they wouldn't hook up the new refrigerator until we replace the valve. We asked what it had to do with the hook up, since their work took place in another area where the present refrigerator was attached. Well, they said, if we hook it up, it "may" leak. I said well, it may not and what's it to you anyhow? If there is a problem, it would be ours. It’s under the sink, our sink, not on the refrigerator. Besides, we never have had a problem yet, and you won't be touching it. The installation takes place on the other end. They said they could put the refrigerator in our garage until we replace the valve, and then they would return, at no charge, to hook it up.

How gallant, after all, I only took the day off of work, worked my butt off to make preparations for the delivery and now would have to replace everything back in my present refrigerator. I call a plumber, pay for something that "might" happen, and then remove everything all over again and await their return. Wow! Needless to say, we asked them to leave and told them to take the refrigerator with them. If there was concern about the valve, all they had to do was bring it to our attention and sign a disclaimer should anything come of it. Done! As it is, my old refrigerator is working perfectly and looks great now that it is shiny clean. I will probably wait a few months and then buy from another dealer. By the way, the delivery people seemed nice enough, just stupid.

I have called the repair center many, many times and told time and time again that our refrigerator did not qualify for a new one or that it's just not possible to give us some type of percent off of a new one. In order for us to qualify, we needed to have a technician come out, like 12 times in a year or have a technician write an order for parts, which no technician ever did. But yet, yes we were told that, "Well, it seems you have a defective refrigerator. We have come out for the same problem more then once and call Sears to see what the manager can do for you."

We have dumped hundreds of dollars worth of food. We now have no refrigerator. It's completely broken down. We have to eat out everyday to feed a family of five. It doesn't just cost a few dollars.

I have left many messages for Sears Burbank, CA manager but my calls were not returned. I am reaching out to you to please help us. It's unfair to people to pay for an appliance that does not work. It's rather unfair for us to pay for a warranty that the technician just threw hot water to unfreeze the bottom part of the refrigerator.

I went to Sears Burbank, CA to see if the manager would have time or be willing to talk to me but instead, the sales associate said, "To be honest with you, your wasting your time. You bought the refrigerator and your warranty has expired. No Sears branch will do anything for you. Trust me, I've been with Sears a long time and I know how this all works. If I could, I would replace your unit but I don't have the authority to do so."

The Kenmore refrigerator almost from the beginning, showed signs of defect but yet when I called the repair center, I was told a repair technician will come out and cut me short. When I walked into Sears Burbank, CA, I was told to call the repair center since this type of situations are not handled in the store.

I'm not asking for something that we don't deserve to have. We have many appliances for years at Sears but this refrigerator situation needs immediate attention. We have put hundreds of dollars worth of spoiled food in the trash due to the fact that Sears refuses to make responsibilty for selling a defective appliance.

The repairman from Sears sent out from A&E appliance said that it says in the manual that we have to get a surge protector, but he couldn't tell us where to find this statement in the manual. The installers didn't mention it at all. I couldn't find it in the manual at all. Also, he said that the cord in the manual just "looked like" it had a circuit breaker on it, but it didn't really. He says that the button on the picture is something else. My friend who is an engineer says it has a button on it and that it is a circuit breaker. So I now have approximately $1400 refrigerator that I've had for only 1-1/2 years and I have to pay another $300 for something that appears to be a manufacturer’s error. I really think they put the wrong cord on it. Also the repairman told me it is really an LG fridge with the Sears Kenmore brand slapped over it. What can I do with this horrible mess?

I called back and I asked to speak to a supervisor. The manager on duty offered to send out a tech but it would cost me $70. I told her this was ridiculous and she then offered to give me a credit of $50 for the service call or 10% towards a new refrigerator. I asked for a number to their Headquarters and she said there was no number but could give me a mailing address.

Let me repeat, my refrigerator almost caught on fire! I am lucky that my house did not catch on fire or no one was injured. When I asked her if there was anything else she could do for me, she said no. I understand I no longer have warranty but this is not a warranty issue. This appliance is defective and there is no recall on it. One thing is your refrigerator not working but it catching fire is a serious issue. I am disgusted at the way they are handling this situation. I will never do business with Sears again.

On a second note, they have been extremely cooperative and understanding when I couldn't make a payment for my credit card at Sears. Overall, I don't think I would ever think of going anywhere but Sears for my appliances.

Is there something drastically wrong with Whirlpool right now? Haven't they always been known to build products that last? I do not have a problem with outsourcing. But if there is not another country that can build to last, maybe things should be made in the USA again!

Tuesday morning I called again, this time with a staff person who spent more time trying to reach the "router." Finally, another person came on the phone, ostensibly a supervisor, who said that we could expect a call within 24 hours with an appointment (no guarantee when the repair appointment would be.) In the meantime, the refrigerator stopped functioning, both the refrigerator and freezer were at room temperature on Wednesday morning. I called the repair service number again, about 7:30 am, to again make a request for an appointment and was told that I would need to call back in an hour when the department that could resolve the problem would be open. I asked to speak to her supervisor; after listening to elevator music for 10 minutes, there was the sound of ringing. After approximately 20 rings, they hung up and the phone went silent.

Well, we didn't purchase the extended warranty so no luck. They won't do a thing about it. Extended warranty on our appliances is another $1000++ -- why should that have to be necessary? We spend so much in the first place there ought to be some longevity to the product! I'm told in Britain the manufacturer must warranty the product for at least 7 years! Why not here?

We decided to get a new frig. and buy the extra warranty. But not sure who I should buy from. Not Sears. Everyone seems to use this A and E service people. Have had them come out for 2 other appliances under warranty. They are idiots. On both products, they didn't have a clue. Had to replace the dishwasher after 3 trips out and had to replace the guts on my washer and it is now making the noises again. I can't afford this. We have no refrigerator and haven't had for 2 weeks. All food ruined. Still don't know what to do.

I left work early to meet the Sears delivery folks but my fridge was not delivered. On Saturday, I called the 800# again, and I was told by your customer rep that the delivery was rescheduled for 4:30, April 30th, 2010. This is not what I requested at all! Once again, I have rescheduled to 3/31/10 after 4:30 pm and I was not guaranteed the delivery in the specific time I requested. I will tell you what I told the customer rep.:

I will cancel this purchase if my fridge is not delivered on Wednesday the 31st. I do not want to do this, I want to take advantage of your 12 mos interest free plan but I will cancel my purchase if the fridge is not delivered."

I am paying $65 for delivery, which by the way your competitor, Best Buy, does not charge, so the very least, my fridge should be delivered as requested since I had the courtesy to advise Sears of the best time you can find someone at home to receive the delivery. Please work with your staff and concentrate on improving their customer service skills. It's completely frustrating dealing with folks that only half listen, make up or do not follow-up correctly and promptly to all requests.

I didn't know what happened. So, I fixed 2 more cookie sheets, and decided to watch very carefully. They did just fine until about 7 minutes in. The thermostat or whatever, have kicked on to heat it back up to 375, and in about 2 minutes, the temperature started to rise. At 450, I jerked the cookies out, still a little burnt, but they looked more like cookies. I called for service, and when the man came today, the oven wouldn't do it. He said if it won't do it, he can't check anything. So, I have a new range I got for Christmas, and I have to watch it like a hawk, or it might burn my house down. Has anyone else had this trouble?

In March 2010, I began having the same problem and requested a service technician to come out and service the refrigerator. He advised me that it was the Bi-metal defroster and gave me an estimate to fix the problem. I called Sears Customer Solutions and spoke to several Reps. They all advised me that my warranty had expired and that I would have to pay for the service including the parts that needed to fix the refrigerator. I requested to speak to another Dept. or Manager and they all stated, that I would get the same response. Within a year and a half, the problem was regarding the Bi-metal defroster. I inquired if the refrigerator or parts were on a recall status and they stated that it was not. I have purchased many Kenmore appliances in the past and have been very satisfied with its performance until recently regarding my refrigerator.

After getting the ice maker hooked up, it made ice like it was going out of style. However, the dispenser has never once dispensed a single cube of ice as it was designed to do. Although that is aggravating, I was at least happy that the ice maker was working and working very well. I had to open up the ice maker and grab ice by hand to put it in my glass, which is no big deal. However, soon after my one year warranty expired, a water leak developed inside the ice maker door. Given that I was aware of the unit being out of warranty, and I couldn't afford to have it serviced, I just decided to turn off the water to the unit and buy ice.

Now, I have the funds to get the ice maker and the water leak fixed. I called a certified technician to come to my home yesterday to repair the water leak (at least) but to figure out why the dispenser won't dispense properly. The technician told me that the entire door is a sealed unit and cannot even be opened to fix a simple water leak, which I find ridiculous. I was told by Sears that I would have to contact LG to figure out what to do. I called LG and they told me to call Sears. They both are shrugging the responsibility of this poorly designed, and unserviceable unit onto each other, thus leaving me feeling helpless and without a fix.

There is no way on earth that I should have to buy an entire new door to fix a simple water leak. Wouldn't you agree? I have wasted my valuable time with endless phone calls.

From then on, I've spoken to Teleservice Customer Solution Dept as well as the International Customer Service Dept. Everytime someone has made me another appointment, the service unit down in Lakewood, NJ cancels it. They don't even call me when they cancel it. So each day customer service is scheduled, I sit and wait at my house (my daughters have missed preschool, dance and gymnastics on these days). They don't even call me to tell me they cancelled! Nobody in customer service will send out a second person to check out my house even to see that the first tech lied. I even had a sales tech at my house today from Sears to discuss installing central air. When I told him about what was going on w/ them refusing to come to my house because of my pets, he couldn't believe it. Nothing about my house is unsanitary/unclean! The rats are our pets!

This is discrimination and I've been without my refrigerator for 3 weeks now and nobody from sears will help me! I've been a loyal customer buying my tractor, hot water heater, water tank, oil furnace, dishwasher, refrigerator, stove, microwave and they put the siding on my house and put in a sliding glass door and this is how they treat a loyal customer? I even spoke to a manager at The Phillipsburg, NJ store, thinking that since this is where a lot of our recent purchases were made, she'd do something to help me. Even if it was driving to my house to see it's not what the technician said it is. She refused and said there's nothing she could do about it.

Apparently there's nothing anyone at Sears can do to help me. This tells me now that I've been blacklisted from service, all of my appliances that came with warranties (oil furnace, hot water heater, etc) or if we have trouble with anything we bought from them they're not going to provide service. This is so unfair and it's discrimination based on the pets I have! And they called my house unsanitary work environment! It's far from that! I have dinner parties at my house, I have play groups here with the moms club where they bring their children here, we have parties here! And they insult me like this. I cannot believe nobody I have spoken to and by now it's been like 30 people can do anything to help me! This has been going on for three weeks now I've been without my refrigerator. The last time I spoke to Teleservice Customer Solution Dept they told me there's nothing more they can do to help me due to my "Rat Infestation."

I called technician and his statement was that this was a somewhat a common issue on these models of Kenmore and Whirlpool refrigerators. He did state that this was the worst damage he had ever seen from this type of component failure. It was evident that we narrowly avoided a serious house fire last night. This begs to question why no recall or repair notice has ever been issued on these models?

Sears Canada's final offer was a $300 buyout offer on the purchase of a new Sears refrigerator. Considering the 10 years lifespan, $1050 original price, a 4.25 years of age, the buyout should have been $600. Since we were losing groceries every week because our broken fridge couldn't stay cold enough, we purchased a new fridge. We we coerced into a deal where we still had to pay $600 after the buyout and extra deals. Since we can't afford a refrigerator at the moment, we had to pay a $75 deferment fee as well.

Last year I ordered a Range to be delivered, the night before Sears called to confirm delivery. The day of delivery, I stayed home and dismantled and removed the old Range. When Sears called to say that it would not be coming until the next week, I cancelled it and went to Lowes and ordered it and it was delivered the next day. Now if Sears is unable to obtain the Refrigerator for me, they should have told me so six weeks ago. After all these recent problems, I dont' think that I will ever again deal with Sears for my major appliance purchases.

The time that I have spent waiting for service techs, the parts and the examining of the same issues that they say are part of a "bad design" so they can't fix but would order new parts, only to have the same problem time and again. If you are able to get the service records from the contractor, you will see the amount of time that they have been to my house. I was told at one point (because they would read each incident to me) that the service tech reported no problem! I am very disappointed in my treatment. You may contact me by phone or preferably email to get some action started. I am waiting to hear back from them as well.

Frustrated we called the store. I said I'm going to corporate (thinking there is a corp office with every other company including big places like Home Depot) but not Sears obviously. Well the manager got upset that I'd report his store and vowed to help us. He said that he was going to order me a brand new machine in the box and on Monday, 2/8 I can call the store and pick it up.

Well Sunday during Superbowl Sears Delivery calls to set up delivery. I thought 'great' they are delivering I don't have to call or drop it off. I got my daughter to come over and let the delivery people in. She called me and said that they aren't delivering they are picking up. I am beginning to get worried so I called the store and James the manager, who had assured me that he would notify the on duty manager on Monday about the situation and they could help me. In the store they couldn't help me didn't know a thing about any of this. I told her to get him on the phone or I'd report this entire fiasco. He called and told me it would arrive it is late.OS, trusting him again.

I forgot to mention two things; the night he decided to help me he and I spent another few hours on the phone back and forth as it seems in order to replace the dishwasher he had to cancel it and repurchase. Accounting got involved; I had to approve that I actually wanted to do this, I said OK. The second thing I forgot was that he was so nice and helpful I then asked how I could put a good word in for him. He gave me info and his employee number, etc, etc. I wrote a nice report on him... Boy I'd like to take it all back now.

Now we are back to waiting. Wednesday, I was standing in front of my sink next to the empty dishwasher space and the carpet was soaked. The plug keeping water from leaking and the disposal due to missing hoses from the dishwasher popped and flooded under my sink cabinet lifting the laminate in the front of the cabinet. Now it is late so Thursday morning I call James again who perhaps was not having a great day. He told me his list was long and that I was on the bottom of this list!

Well I hung up and called customer solutions or care or one of the customer somethings that do nothing. After telling my entire tale her solution was for me to go the store and get any info I needed myself. I had asked her what the manager in fact ordered, what model, when was it arriving this year?

Now it's Friday and I've spent a good while on the internet trying to get a number for corporate. I can't find anything but the 1-800 numbers my husband and I called numerous times. So here I am, no dishwasher cabinet with lifted laminates and Sears has my money. What do I do? Economic consequences is that Sears has my money. It is on my credit card which I can get back but then if the dishwasher is in fact ordered I won't get it. My base sink cabinet has lifted the laminates. I don't know what the cost to the repairs would be. It is principle at this point and the lack of help given by a supposedly reputable company.

The doors arrived, then we scheduled a service call to have the doors installed. The Tech arrived and said you have to pay for the doors before I can install them. What? are you kidding me? We were just told they were covered under warranty. My husband told him to leave and take the doors with him. The Tech told us next time they come out for the same thing we have to pay for a service call.

After many phone calls to try and track down the Unit (truck) and our doors since they were under warranty, no one could find him or the doors to tell him not to return them. I made several calls to Sears National Customer Relations and Customer Solutions Corporate Office to get this issue resolved. Every time I called, I had to repeat my story and they had to read the novel that's in our records.

Once again, the same Tech came out with Customer Service on the phone and he was arguing with them that it's not cosmetic. No one stuck up for us, the consumer. They finally agreed after I was told twice by National Customer Relations and Customer Solutions Corporate that it was covered under cosmetic by the warranty.

Finally, received the doors in January 2010 (now going on 2 months). Same Tech came out to install the doors. He continued to argue with us (even though he had the new doors in hand) that there was nothing wrong with the doors and that it was a reflection. It's like he insisted that he had to be right! He even wasted our time by taking the old door outside and making us go with him to prove that it was just a reflection. It was not. They were still there. At this point, why was he doing this?

He installed the new doors. To note: these doors have the same kind of markings on them. This is 1/28/10 at 5:06 p.m. when he left. Noted for reference. Kenmore needs to do something about this. This a manufacturer defect that no one seems to get. I have pictures. The Tech was rude and "inconvenienced" that he had to come back for the 4th time. Isn't it his job. Word to the wise. Don't purchase extended warranties. If you are offered one, then ask "Why, do you think I will need one?"

Since I had 8 days to wait, I did my best to expedite the service in the meantime. One individual (who worked in local repair) said that some areas were backed up two-three weeks and I was lucky it was just 8 days. Hardly a selling point and as my food was melting, I felt anything but lucky. If I would have been told at the time of sale that this type of dreadful response was normal, I would have left the store instead of buying the unit. I would assume 99% of customer base would do the same.

I began researching complaints made by others online and saw that there was an email address that kept recurring, Sears Cares. Whenever they found a complaint online they posted a cheery little response advising disgruntled customers to work with them to resolve the complaint. I emailed my problem. On the 6th day of my wait (01-12-10), I received a phone call. A rude individual by the name of Edwin ** called to help. His take on helping was that he would call me back after the original repair date to make sure that they fix it. I explained that this wasn't helpful, but if I needed any help filing the food loss claim I would keep his number. He then informed me that there would be no compensation for the hundreds of dollars worth of food that melted. I explained that I had discussed this on my original call and had mentioned it in subsequent calls to expedite the repair. He said they were wrong and we would have to assume the loss.

Naturally, I was irritated and when I expressed my irritation, he finally offered two options. (1) He would send us a check for $100. That was better than nothing but still unacceptable. I wanted what I was promised and $100 didn't come close to paying for our loss. (2) He would give us a 2nd year of warranty for free. This wasn't helpful as we already had a free 2nd year of warranty service because we purchased it with a Visa card that included a double warranty up to one year. Besides, who in their right mind would tolerate service delays like this twice? He said that was all he could do and I said I may take this issue to small claims court. At which point he told me, "If you're going to take that attitude, I'll hang up on you.” Before he hung up, he promised to follow up with me following the repair on the 14th to make sure I was pleased. Further efforts to expedite the repair were useless.

January 14th finally arrived and the repairman came as promised at 2:00 pm. Although I described the exact part that failed, the service technician didn't bring one on the call. He was however helpful enough to check with a local supplier in Dallas who then couriered the part the same afternoon. He promised to make one other call then swing back and fix it shortly after 5 pm. The parts arrived at 5:15pm. At 5:20, I received a call from the technician who apologized and told me that he was told he could not return until Monday, January 18, to complete the repair so we would have to wait another 4 days without refrigeration for our food and medical supplies. The routing department in Fort Worth said he could not come because they would not pay the overtime (15 minutes to complete the repair.) I asked for the name of that individual to call and was told she was gone for the day, but I was given the number.

As a last resort, I spoke with the local Sears Store (previous calls were unsuccessful) here in Plano and spoke with Patrick who is the Appliance Manager. He pulled strings and got the call rescheduled to Friday (January 15th) and apologized profusely. The next time I spoke with "Sears Cares,” Edwin called me on January 18th and asked if I was pleased with the service. I told him, in no certain terms, I was extremely displeased and would never buy another product from Sears. He insisted the service was done as promised on Friday. I corrected him because his notes were again incorrect. The promise was Thursday and then later Monday. I reminded him that he didn't bother to follow up on January 15th as promised and he had done absolutely nothing to help alleviate the problem. Then the lies continued. I asked to speak with his manager.

He informed me he was the manager. I asked for his last name. He advised me he "didn't have to tell me". I asked who he reported to and he informed me it was Bruce Johnston, the CEO of Sears. I told him I believed he was lying to me. Silence on his end. I asked if the CEO did his performance review. After a lull he said, "No, that's done by the Board of Directors." Another obvious lie. I asked again for his manager's name or to be transferred, he said he couldn't because he didn't know his manager’s phone number.

This has been the worst service experience of my life. I will never buy another Sears product and will warn everyone possible that they should consider my experience before spending hard earned money with Sears. After researching other people's complaints online, I realized how much the service at Sears has degraded. As one person put it, "They're not the same company your parents bought from.” That is so true. I worked at Sears scheduling service calls when I was working my way through college.

In that entire time, I was never asked to be transferred to a manager because this type of response was unheard of and wouldn't have been tolerated. Sears is one of the largest resellers of appliances in the world. To expect customers to wait 12 days to fix an in-warranty refrigerator-freezer is ludicrous. To expect warranty customers to absorb the loss of food on top of that just throws salt in the wound. Don't do as I did and trust these jerks, you'll regret it just like I do.

As of today, our refrigerator is not working. The technician called saying it should be up and running on Jan. 22, 2010 Friday. This had caused my family so much inconveniences food had been thrown away due to spoilage. This repair is taking too long and would like Sears to replace my refrigerator.

1st) We started having trouble with the ice maker so we called to have a service man sent out to fix it. He determined that it needed a part and he would have it sent to us to fix. We got it and replaced it like he said but it didn't help. Sears then told us that they couldn't repaired it. This happened in the 1st 6 months of the warranty.

2nd), 1 month after the 1 year warranty was up, the door latch broke off. We went down to the local Sears store where we bought it and the store manager said it we are out of warranty and he didn't want to deal with it.

3rd) We opened the refrigerator and found that the light and control center had melted the light cover and pulled away from the refrigerators top wall.

4th) We opened the door and found that the control center was showing Error and was not cooling the refrigerator. We tried everything the manual said for troubleshooting and nothing would make it work. It also began making loud growling noises. We contacted Sears service center and was told them all of the trouble we had with the unit. All they said was that they couldn't help us cause it was out of warranty, and if we wanted to add a warranty and pay to have it repaired, they would send out a serviceman.

All of this happened with the refrigerator being only 3 years old. What has happened to the service and quality Sears always used to stand for? We have always bought Sears appliances, but now we will never buy a Sears appliance again!

I called again on January 14 and told them all my food was thawed out. Brandi who works at Sears in the appliance department laughed and commented, "We sold you a lemon," which I didn't think was very funny and was in bad taste! I lost hundreds of dollars worth of food which I cant afford to replace! Especially when the refrigerator never worked from day 1 about which Sears was informed the same day it was delivered.

Also, Oscar told me to go buy a new one, and Sears would pay up to $80.00 for it. Please tell me where you're going to buy one for that price, because if you know of one, that is new that I can buy for that price? I will buy it.

All I want is for Sears to fix my refrigerator and replace the lost food, because they sold me a lemon which Brandi confirmed to me that it was a lemon. You would think a brand-new refrigerator would at least work for maybe a minute or so.

Do you have any suggestions, because I'm totally stressed out from trying to deal with Sears. Never again will I buy anything from them, and I will inform everybody I know about how the people treat their customers, after they get their money all nice when they are trying to sell you something but after you buy it and something goes wrong, they treat you like you're a nobody!

Is there is no one to handle these problems and don't you have a department for damaged merchandise? Each time I had to repeat my information and problem I was told they had to come to my home and look at it so they could confirm the problem, which I thought it was understood and the parts were on order. After talking to 4 different people, I was put on hold by Leona, who was going to get her supervisor. But her supervisor apparently was gone for the day, unless that is what you do for uncategorized problems because she never appeared. Anyway, I needed to rant. I was almost in tears because it should have been a simple fix but it turned into a nightmare.

We called customer care the next day and spoke with "Cathy". To our disbelief, she said that Sears was not aware of this problem and that the "most she could do was send out a tech at my expense". It is apparent from reading the hundreds of complaints about this very problem that this is clearly a hazard. I currently have both bulbs screwed out of the refrigerator and am afraid to put them back in. I will hold them personally responsible for any damage that may occur to my property or any harm that may come to me or my family. Someone needs to hold these people accountable for a dangerous situation.

I called the salesman, who back tracked and said that "most people have 25 cubic side by sides, that only about 1% even have a smaller fridge." He then took me online and gave me a choice of 2 smaller ones that were 21 cubic feet, and the "Kenmore didn't offer anything between the 25 cubic and 21 cubic". The first one was silver mist, which he said looks just like stainless, but is easier to keep clean. It was only $70 more than the first one and they said they wouldn't make me pay that.

When that fridge arrived a week later, it had 2 huge scratches and looked nothing like stainless. So I called back and they agreed to give me the stainless one, like I originally wanted. This one was $300 more than the first one, but they said they wouldn't make me pay that. When that one was to be delivered a week later, one of the delivery guys got injured and the team was 3 hours later than the two hour window provided. When they got there, they really didn't want to have to bring in the fridge because it was the "same model, just different doors." They wanted to bring in and exchange just the doors, assuring me this would not void my warranty.

All was well, until I called Sears and found out that in fact, it did void the warranty. So they agreed to send out a new stainless fridge and offered an extended one year warranty. I told them that if that were the case, I wanted to go online and pick the fridge that I wanted, not choose between the two offered. (Did I mention that the second and third one were 4 inches shorter than my original 23 cubic foot fridge and had freezers so small that you couldn't put a frozen pizza in them)? So they let me pick out a 23 cubic stainless Frigidaire model, and yes I measured this time.

This fridge was actually cheaper than the one that I had the doors of, but more expensive than the one I had the body of. So they assured me that they wouldn't make me pay the $140 difference but fought me on getting the extended warranty, because it was on a different fridge. She said she was already waving $140. So I explained that if she sent the fridge she originally called about, she would be waving $300 and giving me the $300 warranty, and that the warranty was offered because of inconvenience. I had to actually add it all up on the phone to show her that she was saving $160 by giving me what I was asking for. She was finally able to see my point and told me they would call me to set up delivery.

One week later, I had two messages saying they wanted to set up delivery. When I called back, a man told me something was "pending" and that he would have to email the info to his supervisor and someone would call before noon the next day, but no one called. Two days later, I had two messages wanting to set up delivery. I called back and spoke to a woman who said something was pending and she would have to email it to her supervisor. I told her of everything I had gone through just to try and get a stupid fridge and told her just to send my money back. She told me she would take care of it and "walk over and hand-deliver the information," and that someone would call me back in 5 minutes. No one ever called. The next day, I had two messages wanting to set up delivery, and yes when I called back something was pending. This time I insisted on speaking to a supervisor who said she would email it to her supervisor and that someone would call me within 24 hrs. I then asked, "if something is pending why the hell do you keep calling me to set up delivery?" She couldn't explain.

Needless to say, the next day they called the week before Christmas and set up delivery for Dec 28th, so this had been going on for almost two months! On Dec. 28th, I had 5 phone calls; Two to tell me the delivery time window of 10:30-12:30, Two to tell me that the fridge had never come in and wouldn't be delivered that day, and one from the delivery guy asking for directions because he didn't even know that he didn't have the fridge on his truck! I was told they would call to reschedule. On Dec 31st, we went to my dad's house for 2 days. When I got home I had 2 messages, one that was sent on the evening of the 31st to set up delivery on the 2nd and one on the 2nd saying they were in my driveway and no one was answering. So they setup delivery on a holiday weekend without ever speaking to anyone and we weren't even in town!

I called them back and they set up delivery for the 4th. On the 4th at the end of the two hour delivery window, they called to let me know they would be two hours late. When they got here, they had me pull everything out of my fridge and they disconnected the old one. Then they went out to bring in the new one, which they discovered had a factory defect. The handles wouldn't tighten down. So the delivery guy called the delivery line and the guy asked to talk to me. He wanted to take my fridge and leave the new one with no handles. He said a tech would come out in 7-10 days to put handles on. I explained that I have been waiting for two months to get a fridge and didn't trust his "7-10 days." I offered up the bright idea that I keep the one already here and he take the one with the defect and swap it out and send it back out. Is it me or does that make more sense? Then he offered a delivery date on the 10th, a Sunday. And I told him that I wouldn't give anymore weekend time to them for delivery because chances were it wouldn't be the final delivery.

They assured me they would be here on Monday the 11th. Well, I got a call today letting me know that the delivery had been pushed out to the 15th, that the fridge was not in stock and they are waiting for it to come in from the manufacturer. To get my money back means they come and take my fridge and then return the money within 10-14 days, days spent with no fridge. This fridge has been set up for delivery since before Christmas, and they can't get it here within a month! I am so frustrated and really wish I had someone to go to. The people at Sears all "apologize for the inconvenience" each time I speak with them, as they are calling to inconvenience me further. I just bought a stove last night from Home Depot.

The automated system called my husband. I got a representative on the line who said our delivery was scheduled from 9:30-11:30 A.M. This was not a good time because we would both be at work. My husband explained this to the customer service rep and asked to speak to a supervisor. After being put on hold for a half hour, he was hung up on. I called back and got another representative so I had to explain the whole situation again only to be told that there was nothing that could be done for me. I either had to get someone over the age of 18 to be at my house during the scheduled time or wait for another time on another day.

The representative also explained that the associates in the store are not aware of the delivery process. So I have come to the conclusion that the store manager gave my husband a load of ** to pacify him and get him to leave and not make a scene in the store. Since the process began, we have not been able to get a straight answer from anyone and when we did get an answer, we got passed off.

They told us that we were completely wrong and we got given a different story only to be told again that it does not work that way. In the end, we are both highly dissatisfied with the entire process and will be going elsewhere for any other major electronics or appliance purchases for our home. I have been a Sears card member and shopper for ten plus years and have never had such a bad experience. But this has been one bad thing after another and has completely turned me off from wanting to shop at your stores anymore.

I visited the Palm Beach Gardens Sears store to select another refrigerator on December 9, 2009. I selected a Sear Elite, Stainless Steel, paying an additional $298.80 on top of what was credited to my account. When the salesman scheduled my delivery he informed me that the item would not be available until December 24th. Not pleased with this I agreed, this meant that I would eat out of a cooler for a couple of weeks more and eat out for dinner more which is very costly considering my taste for food. This also meant that I would have to take an additional day off from work for the delivery, bringing that total to four days of personal time taken for Sears, days that were intended to spend vacation abroad.

On December 23rd at approximately 6:30 p.m., I was contacted by Sears and was told that the delivery of my refrigerator scheduled for December 24th would not take place until December 31st because the manufacturer had not delivered the refrigerator to the distribution center. I informed the person on the other end that this was not acceptable and very bad business as I had been without a refrigerator for quite some time and them notifying me less than twenty-four hours prior to the delivery and after hours meant that I could not change my work schedule because I had taken the work day off to accommodate the delivery.

On December 30th, I received a call on from Sears informing me that my scheduled delivery of the refrigerator would not take place because the item was out of stock. I asked the person on the other end why wasn't I notified about this when I made the purchase on December 9, 2009 and why has this company lied to me. I told the young lady on the other end of all the stress this has caused me; she promised to contact the Sears store in Palm Beach Gardens and have the salesperson contact me at home. I waited for that call, which I have not received as of this writing.

I have no intention of ever patronizing Sears's department stores to purchase anything. This experience has taught me, my family, friends and neighbors that an established company such as Sears has slumped in the gutter compromising its integrity and level of service to its customers. I can speak on pure experience. This resulted to monetary impact on breakfast, lunch and dinner.

We asked if we could still get the refrigerator at that price since they did not contact us telling us that our order had been cancelled. They had our phone number and e-mail address so there was no reason for them not to contact us. The gentleman said he would check with the Manager to see if we could still get the refrigerator at that price since it was not our fault the order was cancelled. The manager said the refrigerator could not be gotten at that price anymore but it was on sale for $1999.00 and we could get it at that price. My complaint is not being notified of the order cancellation. That is not customer satisfaction guaranteed.

From reading on the internet, I can attest to that as well. I will not give another penny to Sears; I will never purchase another Sears appliance again; and I will make sure to tell all of my friends and family about my experience.

I am upset that Sears would manufacture a product knowing that a kit would have to be placed after a certain period of time. I wanted this freezer replaced! I would never have bought it knowing it did not have insulation in the door and I was not told. They do not want to replace it and I would like to know what other recourse I would have. These freezers should have been recalled, knowing the problem they have had. Thank you for your help.

So, after transferring me to the 5th person, they put me on hold for 20 mins or so only to come back and told me if it were a "stand alone" freezer, they would reimburse me money for the loss of my food but, because it's a freezer and refrigerator, I would get nothing! I'm sorry but I expect that if I pay $2000 for an item six months ago, it would work longer than this! Also, this is the 2nd time a technician has had to come to my house and repair something on this refrigerator! I swear, I will never make another purchase from Sears again! This is it for me. This is the 2nd item I have purchased from them (purchased a washer/dryer and had to have a tech replace a "common" part on both washer and dryer, btw it took 2 visits on each item to get it fixed).

They do not try and help their customers whatsoever. I wasn't looking to make money off this; I just wanted to be compensated for the loss of my food if they could not send someone out within a reasonable time frame to fix the problem! It's not like I had $500 in food but like I said before, my husband is laid off at this time and we already struggle to put food on the table and now this. Now I've lost everything and will have to start all over. I feel they should make this right!

When I arrived home and phoned Sears, they sent a tech several times to assess it, then they ordered parts and I had to wait for them to arrive. Then, the techs came to repair it several times and the frost continued to form, so they offered to replace it and I upgraded to an even larger, more expensive freezer which they delivered after all the repair attempts to put Vaseline and a white cream all around the gasket that hardened but did not work. I don't know what else they did but it was November 08 by the time the repairs obviously were not working and a new freezer was delivered.

I returned to Africa in November 08 and then came home in January and the freezer was fine from January through May though I used it very little. I arrived home from Africa again on August 23rd and noticed ice and frost forming on this freezer but what made me notice it was the dead ants inside my freezer! I then looked up and saw ice and frost just like the other freezer had. The neighbors did not check it since it was a brand new freezer and never dreamed there would be a similar problem. She told me when I asked her if she had checked it, and I had not asked her to because I, too, thought our issue was resolved with a new freezer which was now back in the garage.

Here is documentation on Sears contact and response:

I called the local Sears manager, Rich, on Friday a.m., August 28th, regarding the frost on freezer door. He said he would call me back. He didn't. I called again on Monday a.m., August 31st, at 9:35 and he told me to call One Source - 1 800 479 5899. I'm calling now and am on hold while they assist other callers. So far, it has been 10 minutes of dreadful music. Claudia said the technician will be here Wednesday, between 8 - 5 on Sept 2, that they can call me 30 minutes in advance. I called back for corporate information and was put on hold again. I hung up and called Rich and he told me he did not have any of that information, that I must call the number he had given me. It is now 10:05 and I am into this 30 minutes with no resolution. Claudia reminded me rudely that the freezer was purchased in Feb of 08 and replaced in November of 08 (There is a problem with this picture! It is now August and I am calling again with the same issue on a different freezer!).

I am on hold and Sharron beeps in so I switch over to take the call and she says they can send someone today to look at it. I agree. Then I still hold for the other call I am on and someone answers and I fail to get her name but she courteously gives me the contact information for the CEO of Sears in IL. I called Rich back to give him the contact info for Bruce Johnson and he refused it. At least, he was nice and courteous each time I have called him. He said he had to direct people to the 1 800 number. It is now 10:25 a.m. Sears has wasted an hour of my time as I have to journal and write down the information on this to protect myself from them. How sad. This is not my beloved America. I expect this in Africa, but not here. I have learned to never buy anything from Sears again. They are not what they used to be. I will go through a local private dealer from now on. This is my second bad experience with Sears. Before, in 2002 it was the dishwasher that the tray rusted in a brand new dishwasher in the new house in Morgan City, LA.

I decide to go online to find a phone number to call IL. I find one quickly. Can you just imagine that I have to listen to the dreadful music again? It is now 10:40, over an hour! I now have a headache. Unfortunately, this is a call from my cellphone. I have a bad feeling that I am holding for One Source again when I really would like to speak to Mr. Johnson himself. I am on hold now for almost 8 minutes. It is 10:45. The music is unidentifiable.

Natalie answers at 10:47. She tells me that the freezer is still under warranty but that the warranty will expire November 5, 2009 and I will no longer be protected after November. I will lose my food investment as well as have to pay for a technician and all parts and labor. I can purchase a Master Protection plan for $75/yr and it will cover all parts and $250. She has placed me on hold and it is now 11:16 so she can give me a case number. Case # is **. I have used 34 minutes and 53 seconds of my cell phone time. The call ended at 11:20, almost 2 hours. Whew! She will follow up on the tech's report and call me back tomorrow on my cellphone. Tech arrived around 4 p.m. and looked at the freezer and ordered 6 parts which he said will arrive by FedEx.

It's September 1, 2009. Natalie called this morning to follow up on the tech's visit and said she would call back on Friday to see if the parts had arrived. She also offered to give me a year's warranty past November with a certificate for this Master Protection Plan good until November 2010. I accepted her offer at no cost to me. She told me to call her when the parts arrived and she would expedite the tech getting here asap to repair the freezer.

The refrigerator broke down on Aug 8th. I had an appointment for the 17th, but it was a no show. The repairman showed up the 24th saying he was quitting and relayed that to the dispatch. No show on the 31st. I was told to reschedule on Sept 21st, a full six weeks after the first call to you. I then called your customer solutions and was told a repairman would be here today. No show. I am now on the phone trying to get authorization to exchange this fridge. The repair tech mentioned each time that he had given notice that he was on vacation and quitting.

Why is it taking me so long to get this settled? Why is there not one person that can make a decision to replace the refrigerator without me being on the phone for six plus hours? I have just hung up with the promise that someone is dealing with this issue. It is still not resolved after two more hours on the phone. I have been on hold as your people move up the chain. The warranty is promoted as the easy way to care for my appliances. This has cost me more now in time and income than the refrigerator is worth. I am still waiting for the outcome.

From August 6th, the refrigerator is not working. They sent a technician to fix the refrigerator and it is still not working. Now, they call to set up an appointment for September 11, 2009. I asked for a replacement until they could fix this one and all they keep saying is they have to come out to see what the problem is before they can give us a loaner. This has been going on for almost one month and still there’s no loaner or reimbursement. We have 3 small children in the house and it’s summer time and we have no refrigerator. We feel like we are getting nowhere with this company.

On August 17th, I was contacted. I have been allowed $700 to purchase a replacement. My main complaint is the stipulations placed on me. I will not be given the Manufacturer's Warranty. I must purchase at Sears, and, I have to purchase my own Protection Agreement. I really believe that this is truly unreasonable, given the severity of my situation. I've had several anxiety attacks, lost a great deal of food, and have had to be at home from 8:00 am until 5:00 pm, each time a technician was to come. I was paid $200 for my food loss, which helps to replace some of my food.

The technician came out and told me I had to buy the part. What about the warranty? I called the customer solution center and spent well over an hour being put on hold and transferred around to nobody with the authority to make a decision. (Need I tell you my mood and state of anger at this point?) I finally got someone to offer for me to buy the part myself for $144 and change and then they would reimburse me $100. This was not satisfactory to me. I was told by a Sears employee, the service technician, that my warranty was extended for 90 days and I would be covered. Sears should be responsible for replacing my ice maker at no charge to me. The second technician agreed with me and thought the ice maker should be replaced by Sears.

I know it's not a lot of money, but right now, in this economy, it is to me. Is there anything that can be done to help me out?

On July 16, I called service again because the freezer was 55 degrees. On July 17, the tech came out and said nothing was wrong. On July 27, everything in the freezer melted. It was too warm again! The tech came out (same tech that initially came out in June), replaced the defrost timer and said it should be fine. Should freezer be going up to 48 degrees? Is my food safe? The warranty only covers $250 claim for food loss per year. I have lost more than that since June with freezer thawing everything. Customer Service will not let me or my husband talk to supervisors or anyone. This is very frustrating! Help?

When I called the routing department (1-800-469-4663), I was told that no technicians work on Sundays. I explained my situation: my parents are 76 years old and have medication that must be kept cold. Erin scheduled a Monday morning rush repair for me. When I called at 10:00 on Monday morning, the woman in the routing department informed me that no appointment has been scheduled and she was unable to get a technician to look at the refrigerator. My father and brother went back to the Sears store asking them to remove the refrigerator immediately. It was picked up on Tuesday, July 28th. This refrigerator was a special order due to the color and cannot be replaced until August 10th.

This ordeal is the result of gross negligence by Sears by not having an emergency serviceman out to at least try to repair the unit, whether it be a weekend or a weekday. There was a large amount of frozen and refrigerated food lost, not to mention the stress and financial burden put upon them and the inconvenience of purchasing meals out. My father has macular degeneration and my mother has severe spinal stenosis and must rely on the use of a cane. Living out of a cooler for the last week is self-explanatory.

I asked to speak with the manager once again and the representative stated that it would be a 20-minute wait. He gave me the option of holding for 20 minutes or leaving a message for the manager. I chose to wait and it only took 5 minutes, but it wasn't a manager. The representative that I spoke to tried to contact the routing department, but no luck; therefore, she emailed them and they were supposed to call me back on the 28th. But there was no callback. I am still waiting from the 22nd to get my refrigerator fixed, but no one has contacted me. I had just went grocery shopping the day before and I have lost all of my groceries. I tried to leave the food in the refrigerator so the Sears technician could witness it, but the smell of the spoiled food was taking over the home. I am very unsatisfied with Sears at this time and I am asking that my food be replaced as well as my refrigerator. If I'm not reimbursed for my lost, and my refrigerator isn't replaced promptly, I will be taking the matter to court. Thanks.

Anyway, I called the Sears repair center early Wednesday morning and the operator told me that it would be Saturday before a professional Sears technician could come out to our home to fix the problem. She was nice and courteous, even asking how many children we had and explaining that we would be reimbursed up to $250.00/yr. for the loss of food and that we had to keep the spoiled food out for the tech to see. Well, my husband even told me to explain to her that it was the freezer fan and that the tech would probably need to know that. I told her and she assured me that it would be taken care of.

So, Saturday rolls around, (keep in mind that the repair guy could show up anywhere between 8am-5pm, so our whole day was pretty much stuck around the house). The tech calls me around 10:30 am while I am out gathering cold drinks and ice and tells me that he should arrive within an hour to repair our fridge. I was giddy, so excited that I could go buy milk and have ice for our drinks. My hubby was at home waiting for the repair guy.

Anyway, to make a long story short, I arrived home at noon and the repair guy was already gone. The fridge is still broken! It turns out the freezer fan was indeed broken, as my engineer husband stated. It turns out that the "professional" repairman has to order the fan and it will arrive on Tuesday 7-15-09. So here I am on Sunday still no cold milk or yogurt. My kids are frustrated and whining. I've got a huge pile of spoiled food sitting in a box in the corner. What a waste (we don't waste food at my house)!

I've always known that Sears talks big promises and doesn't deliver. They may have their stuff together on the marketing and advertising end, but when it comes down to the customer and retail level, the service is much to be desired. I've been in retail all my life and my last paying job, before becoming a full time SAHM to 4 babies, was working for a major Home Improvement chain for 9 years. Maybe I'm a bit biased, but I'm old school customer service oriented, where the customer is really #1 and I know that the customer is the bread and butter of a business. You treat others the way that you want to be treated. I'm disgusted that Sears can make such claims and not supply when the customer "demands". After reading most of the posts on here, I'm not surprised why, in this economy, so many companies are going under. Consumers have truly lost faith in basic company business practices. They just don’t care.

It's my desire that Sears' upper management takes a long hard look at the comments posted on here and seriously re-evaluates how they are operating. It's time to get back to basics Sears, look at how we are treated, look at the posts on here! But they don't care, it's not the salesperson, repairman or Sears appliance supervisor whose food has gone to waste and have to hear a 5 year old whine for cheese or a 1 year old baby crying for juice and milk.

Long story short, they claim it is the motherboard that has gone bad and will cost me about $430 to repair. They did not have the part and need to order it, which will take about a week. I cannot afford this at all and I am devastated that my not even 2-year-old fridge is so defective. My mother’s fridge has lasted her almost 30 years and she has never had to call a repair person! I’m not sure if GE has any liability for this. I’m trying to check into it.

I've had Sears refrigerators before for 10 years or so and never had to repair anything. Since it is past the 1 year warranty, Sears won't do anything. They have a lemon law that requires 4 repairs on the same item in one year to qualify for replacement. I want Sears to take back their faulty refrigerator, credit my account and let me pick out a refrigerator that will meet my needs and not cost me money for repair bills due to their faulty design. I am very disappointed in this Sears product and Sears response.

We gave it a whole day, and the refrigerator was still the same. So we called again to have a technician come out once again. This time, the technician was available the next day. He had come and replaced the circuit board on June 12, 2009. He told us to give it a 48-hour window for the new board to start working. We gave the time frame, and the board was not doing what it was supposed to. Again, we gave Sears another call to schedule another appointment. We were then given another week before the technician could come out (June 19, 2009).

June 19 rolled around, and we were at home, waiting on the technician. A whole day went by, and there's no technician. Bear in mind that early that morning, we had received a call saying that a technician was scheduled for that afternoon. During the day, we continued to call Sears to make sure someone was coming and they told us to rest assured that someone was coming. Five o'clock rolled around, and we gave up waiting.

We called Sears again, and they said that we were called to say that the technician was out of the area and needed to reschedule for Tuesday, June 23, 2009. The technician came out and replaced 2 sensors and said to leave the unit unplugged for at least an hour before plugging the fridge into the outlet. We waited an hour and a half to be safe and plugged it in. But over the course of 6 hours, the temperature only changes a degree or two. We waited until the next day to check to see if anything had changed. Unfortunately, nothing has changed, and we have contacted Sears for the fourth time in hopes of a resolution to the problem.

Today is June 24, 2009, and the next available date for a technician to come out is Wednesday, July 1, 2009. We have not been able to use our refrigerator for almost a month now. Because each time the technicians told us the problem was fixed, we had purchased groceries, but they had all gone to waste. And the appliance had failed each time the technician had come out. The value of groceries is well over $200 at least.

Despite the fact I had purchased a brand new fridge, dishwasher, stove and over hood just a month ago. I promised them these will be returned and I will do no further business with Sears and don't care to ever see another Kenmore product.

When I called Sears to inform them of this, I was told that rust is a cosmetic item, and is not covered by the warranty and that we live in a humid climate and thus should expect this rust to be forming on our new smooth front unit. I asked them why no one told us about the possibility of this when we were shopping, or why they still sell these units in Florida and got no real reply. Since the repairman was coming for icemaker anyway, I thought we'd let him see what was happening and surely he'd see this was wrong for a new item, but he simply parroted what Sears customer service told me about the rust being a cosmetic issue. If we had abused the unit or had scratched it or something, I would accept responsibility but there was nothing but careful treatment on our part.

When the repairman left and told me to take my complaint to Sears customer service, I did and was told by the surliest rep ever that I had no more official options to follow and that, "I guess you will just have to bad mouth Sears for the rest of your life!" I asked her if these calls were recorded for training or other purposes because I wanted her supervisor to hear what she said and she told me she was the supervisor. Since then, we have had three icemakers installed and for the most part have lived with store bought ice, since our top of the line Kenmore doesn't work.

Last month when it quit again, and I needed ice while company was here, I called again for repair and was told they'd be out between 8 am and 5 pm the next Saturday. At 4:45 pm, I finally got a call from them and the repairman asked the status of the icemaker and I told him it had begun to make a small amount of ice, and after waiting all day on a Saturday, he had the audacity to tell me that since it was technically working, he wouldn't be coming after all and to call again when it next quit. Now, this piece of garbage has an area of rust 8" long by 5" deep that goes all the way through the door and it is uncontrollably pouring water onto our 1 day old $5,000 bamboo floor, threatening to void the floor warranty. I tried to turn the icemaker switch off and saw a spark and got shocked.

My husband is out of town and I am trying to figure out how to turn the icemaker water supply off without pulling the fridge across the new floor. Since I can't find any help, I have stuffed the freezer (which also has rust inside it) with towels and sheets to absorb the water. What a disgrace! Last time I spoke to a rep at Sears, I was told their records don't go back to 2005 so they don't know when I first made a complaint. The new door is $450 and I think Sears owes us that much at the very least. I haven't even gotten to the part about the drawers breaking, 2 out of 3 cracked during normal use. And the dishwasher, well, that is another bad sad story for Sears. I am going to send the pictures I have taken of this filthy looking piece of $1,100 junk metal and plastic to our local newspaper and TV consumer reporters as I am not going to have my new floor ruined too! Since there is rust on the frame around the icemaker inside too, I want a new fridge or at least a realistically prorated replacement fridge. But I do not really want it to be from Sears, as I am truly disgusted with them and the Kenmore name.

I am a foster mother who cares for children and I am in need for the fridge to work properly. I have asked Sears to replace the fridge and their response is that there would have to be more service calls done for them to replace the fridge.