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Sears Kenmore Elite Appliances Consumer Reviews - Page 2

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Re: Exchange of Kenmore Fridge for Similar Waterpool
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BLAISDEL, NEW YORK -- Bought new Kenmore top mount fridge 10/ 24/ 2013, delivered promptly with no issues, installed. After a few days, I didn't like the drawer space, shelf spacing just wasn't right for me, and the thing ran loudly, and still does. I asked for an exchange within the timeframe, and my salesperson said it would be fine, so I chose a Waterpool 9821 549. The sales representative gave me a # to call, so I did. They gave me a 2 week timeframe. So I waited patiently.I went back to the Sears store to talk to the representative whom I purchased the thing to find out a delivery date, because the 800 number couldn't help. This was in November.

Again I went to the store in December. No help. January, no help. Any phone calls went out of state, (India?). So, here in February they promised delivery of the replacement fridge today, but because of 'weather' they had to reschedule for another 2 weeks! After I cleaned it out, moved all my items in preparation, had the driveway plowed, made ready in anticipation, they canceled delivery.

So, I canceled my order completely. I called the floor manager and said, "Please Cancel delivery, order of exchange, Now! Cancel." I'll keep the noisy one, continue to shove veggies into the small drawers, and shop elsewhere. They lost a good customer. I'll shop elsewhere. I'll donate this lemon to Goodwill.

Company Response :

lois.scherman,
We're sorry that your recent purchase experience has not met expectations. My name is David with our Sears Social Media Support team. I can understand your frustration regarding the exchange and if you would like, we would be happy to have a case manager contact you directly to discuss your experience and assist in addressing any concerns you may have. If you would like to discuss this situation further, please send the following information to smadvisor@searshc.com – contact number and phone number used at time of purchase. Also please provide this screen name (lois.scherman) for reference to this issue.
Thanks,
David W.
Social Media Moderator
Sears Social Media Support

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Worst Experience with Kenmore Range Ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FAIRFAX, VIRGINIA -- Worst experience with a Kenmore Oven/Range ever. It lasted 12 ½ months and then cost us $300 to have a Sears guy fix it. Remember when Kenmore and Sears meant quality? Not anymore. What a joke. It was less than 30 days after the original guarantee expired. A $1,000 Kenmore range last one year before it needs a major repair. I will never shop them again and suggest you stay away as well. Too many bad reviews that I should have read before I purchased this nightmare called Kenmore.

The best thing I can say about them is that they are consistent, as the service was just as undependable as their product. One last thing: I have never posted a negative review for any company before in my life, but this is more than unacceptable.

Company Response :

Hi davgar09,

Thank you for taking time to post about your Kenmore range/oven repair needs. We understand having had the unit for just a little over one year when it began to have functional failures is discouraging and upsetting. We do appreciate your business and would like to address your concerns. My name is Brian and I am a member of the Sears Social Media Support team. I am taking this time to offer our assistance. We would like to put you in contact with a case manager who will research any available repair options to satisfy this need. Please send the following information – your contact #, the name and phone # used at time of purchase, as well as the screen name (davgar09), to reference your post to smadvisor@searshc.com. Again, thank you for taking time to post about your appliance repair and we look forward to speaking with you soon.

Thank you,

Brian R.
Social Media Moderator
Sears Social Media Support

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Repairs on My New Kenmore Elite Washing Machine
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOFFMAN ESTATES, ILLINOIS -- I called for a repair on my Kenmore Elite washing machine and was told that the next appointment would be a month from now. My washing machine is two months old and the inlet valve needs replacing. I think that a month is a long time to wait for a repair on a new machine. Maybe Sears needs to hire more service employees so that customers don't have to wait for repairs.

So I have to wait until someone orders the part and then fits me in, a month from now, maybe. What if the part is delayed? Maybe it will be two months on a new washer. That is bad business. I was a good customer of Sears and did not believe the bad reviews, now I understand. Sears can't keep their good customers and will never get new ones with such bad reviews. I will never purchase another Sears appliance and that is a shame because I just picked out the refrigerator I was buying next month. Too bad.

Company Response :

Hi donna3447,

We appreciate your post providing feedback of your experiences while trying to set repair service for your Kenmore Elite washing machine. What you have described clearly explains your level of frustration and disappointment. We have always made our best efforts to provide quality products and superior member services and we can see how we have let you down. My name is Brian and I am a member of the Sears Social Media Support team. I would like to take this opportunity to let you know that we do appreciate your business and to this end we would like to offer our assistance. At your earliest convenience, please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (donna3447), to reference your post to smadvisor@searshc.com. Again, thank you for taking time to bring your washer repair issues to our attention; we look forward to speaking with you soon.

Thank you,
Brian R.
Social Media Moderator
Sears Social Media Support

Replies
Kenmore Oven and Refrigerator
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

TUCSON, ARIZONA -- We have both the ceramic stove top and the refrigerator. They are only 4 yrs old. The ice maker has now been replaced for the 3rd time. Then, on Thanksgiving morning, we set the oven to preheat and it failed. My Thanksgiving plans changed at 6:30 am on Thanksgiving morning as I was left holding a 22 lb turkey. We were lucky that we got an appt for repair on the 6th... only 8 days out. Of course, it was the display unit. It had evidence that it shorted out. Of course the part had to be ordered!

Next appt was for today and we still have no oven. The part came in - incomplete. Go figure - the rest of it was on backorder. Makes sense. After reading all these reviews it seems this is a common issue. Next appt is set for the 20th. Now my only Christmas wish is that our oven is fixed. I will be unable to do any of my usual holiday baking this year. I understand remanufactured parts - maybe. But a 4 yr old unit failing? No!

Company Response :

Dear Kenmore Oven and Refridgerator,

My name is Susan with Sears Cares Escalations team. We are truly sorry that your oven required repair over the Thanksgiving holiday. We see that you are still awaiting parts to repair your oven and would like to speak with you about possible options to resolve this issue. We value your business very much and want to make sure that everything that can be done to help you is being done. At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the oven was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name ( Kenmore Oven and Refridgerator) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support

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Kenmore Elite Wheels Fall Off Annually - No Real Fix Available
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

FRAMINGHAM, MASSACHUSETTS -- We were happy with the Kenmore Elite super quiet dishwasher, But about nine months in, the top sliders started making a loud squeaking noise. At about a year, the entire top rack fell off. The brackets that hold the wheels disintegrated, both sides. We had a warranty and they replaced both sides with the same sub-par parts. The service tech actually admitted that he would be back in a year based on the number of service calls he's had replacing the same thing. It's been about one more year and guess what happened today... Crash! The top rack is off again. I'm guessing I'm out of warranty now too. I'll find out tomorrow.

If I have to keep a warranty just to replace a plastic part that keeps breaking, I'll have to purchase a different washer from someone else since Sears doesn't seem to think it's a real problem. I guess it keeps them in service. Very disappointed as this washer wasn't cheap.

Company Response :

Kevinjhunter,
We thank for taking the time to let us know about this situation regarding your dishwasher. My name is Liz and I am a member of the Sears Cares Escalations team. We can certainly understand why you are disappointed with what has occurred with your racks. We would be happy to connect you with one of our dedicated case managers to assist you and address your concerns. Please send the following information – contact #, screen name (kevinjhunter), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused your daughter and look forward to speaking with her.
Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support

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Kenmore Elite Refrigerator Sears Customer Service SUCKS!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FORT WAYNE, INDIANA -- We purchased a Kenmore Elite Grab-N-Go about 18 months ago and purchased the extended warranty and service agreement. In July 2013, we noticed that the freezer was not working like it should and then the ice maker quit. In August, they were scheduled to come and repair it and they called that day and cancelled. Rescheduled 2 weeks later, they came and repaired it. 2 hrs after he left, we got a error code. Long story short they came 4 times to repair it.

Finally, they said they would replace it. 2 weeks later, we were supposed to receive it. They delivered it and it was damaged! We refused it. Sears had the guts to offer my wife up to $500 to keep a damaged refrigerator. On Dec. 3rd, we are supposed to receive our 6th fridge. Yes, 6th!!! Every single one has been damaged!!! It is very hard for me to be nice on here. But this is BS!!! So, we have been without a freezer, ice, & water since August! And, between my wife and I, we have missed almost 5 days of work because of repairs and scheduled deliveries. Been buying ice since August also.

What is sad about the whole thing is we have been very patient and the only thing we were offered was gift cards to keep the damaged product! I will never buy another product from Sears!! The only person that really gave a crap about us was the delivery guy and he is subcontracted to Sears. So actually nobody from Sears really cares!

Company Response :

Balefever,
My name is Liz and I am a member of the Sears Cares Escalation Team. We thank you for posting about this situation regarding your refrigerator. It sounds as if we have let you down on just about every level imaginable and would like to offer our assistance. We would like the opportunity to assist you and address your concerns. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (balefever), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support

Replies
Rusting Bleach Dispenser
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BILLINGS, MONTANTA -- I bought my Kenmore Oasis Elite washer less than 2 years ago. The hot water setting won't allow the temperature to get above 95 degrees even though my hot water heater is putting out water at over 130 degrees. The service technician manual says that hot water should be at least 120 degrees. The spin cycle knots up the pants and shirts into rat's nest like balls. And now the lid under the bleach dispenser is rusting.

Of course warranty (even extended warranty) does not cover any of these items. I was told the water temperature was within tolerable range. They did a software update for the spin cycle. It was to stop the machine from shutting down on an unbalanced load. It did nothing about my rat's nest problem.

Today I was told that any machine that deals with water will rust. Really? There is no chipped paint, the area is designed to accept bleach and the machine is less than 2 years old. I will never buy another product from Sears and will dance in the street the day they go under!

Replies
Kenmore Oven FIRE HAZARD
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHALFONT, PENNSYLVANIA -- My 2005 Kenmore Electric Range (model 790.96619401) caught fire this afternoon. Thankfully, my husband and I were present, as were my FIVE children. We were left shaken to say the least! I was preheating my oven when I heard a crackling sound. Suddenly, I saw a spark that quickly turned to flames shooting from behind the control panel.

We were able to pull the appliance from the wall and unplug it, at which point the flames died out. There was no damage in or around the electrical socket and the damage to my wall was DIRECTLY behind the vent where the flames came from. I am disturbed to see how many others have had similar experiences with Kenmore appliances.

Sears has been little to no help in resolving this matter. It took 5 associates before someone even took an incident report! I was told they could send a technician for "repairs" at my expense, since I am no longer under warranty! This is not even the 1st issue I have had with this company. 6 months after I purchased my $1500 refrigerator, there was a recall for chance of fire! PLEASE BEWARE! DO NOT BUY SEARS OR KENMORE!!!

Company Response :

Dear kim.shoemaker,
We are very sorry to hear about the recent incident that you had with your range. My name is Jack with the Sears Social Media Support team. We would like to have one of our dedicated case managers contact you in order to discuss the situation with you and assist in resolving the problems with the range. If you would like to speak to us about this, please email the following information – contact phone number, screen name (kim.shoemaker), phone number used at time of purchase to smadvisor@searshc.com. Again we're sorry for any trouble this may have caused and we look forward to speaking to you soon.
Thank you,

Jack C.
Social Media Moderator
Sears Social Media Support

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Frustration, Stress, and Waste of Time Just to Arrange for a Delivery Date
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SEATTLE, WASHINGTON -- I never received a call the night before to inform me of the delivery time for the fridge, as I had been told would happen. I even called after 6 p.m. the evening I was expecting the call to see how late I could expect the call. I was told not to worry, as I would get the call. Never did.

The delivery team showed up at my doorstep at 8 am and somehow made me feel it was my fault that I didn't get their call at 7 a.m. that morning saying they were on their way. I asked them to return in the afternoon when I would be prepared to have the old fridge moved out. They informed me it would not be possible and someone would call me to make an arrangement for another day.

After being on the phone for 45 min., I was promised the fridge would be delivered the following day at 10 a.m. I made arrangements for this delivery time only to come home and receive a message that the delivery time would be 3 p.m. - 5 p.m. After again calling SEARS, I was informed they could reschedule for another day and time, completely ignoring the fact that I had already rearranged my schedule to accommodate the time I had been told.

I am now waiting for a supervisor's call to resolve this matter. At this point, I am highly doubtful that any promises I am told will be followed through on. I can assure you that I will get the word out about this horrible experience and post it in as many places as I can.

Company Response :

DJUDAL60,
My name is David and I am a member of the Sears Social Media Support team. I saw your post and wanted to reach out to you to offer our assistance. We are very sorry to hear that you are having such a frustrating experience with your refrigerator delivery. We certainly can see why you are so disappointed and upset over what has occurred with getting a resolution to your delivery issue. We would very much like to connect you with a dedicated case manager to further discuss your situation and assist you in addressing your concerns. Please send the following information – contact #, screen name (DJUDAL60), phone # used at time of purchase to smadvisor@searshc.com.

Thanks,

David W.
Social Media Moderator
Sears Social Media Support

Replies
Kenmore Model 795.5137 refrigerator
By -

NEW YORK, NEW YORK -- Purchased a Kenmore elite refrigerator freezer side by side model number 795.5137. Took delivery on a Wednesday. The doors were taken off for entrance into the house. Plugged it in about 3pm after putting the water line on and taking off the tons of tape used in shipping. Four hours later still as warm in the fridge as outside. Called tech service after being transferred three times to an expert on this fridge I was told I must wait 24-36 hours. I explained I had food sitting in ice chests and on my counter, he said do not put food in. I waited 24 hours and did not open the doors at all.

When I checked the fridge was still warm, the fan was blowing warm air. I called the tech service transferred three times to the EXPERT this guy had me press a few buttons and asked that I hold my phone up to a small speaker on the door. The speaker let out what sounded like a fax machine. The expert said from that sound he could tell the fridge was in fact cooling down and that the inside temperature was 74. I explained that in my house and outside the temperature was 70 so I would be better off leaving my food outside. I then was told wait a few more hours which I did.

At somewhere after 11:30 pm I had had it I called again and was told to call delivery service and have the fridge exchanged. I had to wait until the morning. I called delivery service and was told I could not get a new fridge delivered for three days. I raised hell and got a next day delivery. Next day new fridge arrived at 3pm delivery guys took off doors brought it in and took the old one. I asked delivery guy if taking the doors off may have had something to do with the problem he said no way. So I hooked up the water line peeled off the tape and plugged it in.

Four hours later nothing fan blowing warm air. Called tech same transfer three times finally got tech said I must wait 24 hours do not open doors. I tied a string on the handles so nobody would open this thing up. 24 hours later untied the doors expected to find a fridge waiting to cool my food and guess what yep warmer than outside, called tech service again told I should check outlet voltage which I did and it was perfect, I even ran a heavy duty extension cord to an air condition outlet in the living room and no difference.

Tech said I need to schedule a repair man, was told 10/24 first available I explained to tech on phone that that is over a week away she said nothing she could do. She then said if you have medication in the fridge it will be considered an emergency. I said I do have medication in the fridge and she made the appointment for three days out. As I write this my wife is on the phone getting nowhere with Sears. I will not be waiting for a tech I will be getting this back to Sears and purchasing a reliable fridge from somewhere else. I'm done with Sears if I could I would drive this fridge to the CEO doorstep and leave it there. I have been a lifelong Sears customer no more

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Sears Kenmore Elite Appliances Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 66 ratings and
233 reviews & complaints.
Contact Information:
Sears
3333 Beverly Road
Hoffman Estates, IL 60192-3322
847-286-2500 (ph)
www.sears.com
smadvisor@searshc.com
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