Sears Freezers - Page 2

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1.7 out of 5, based on 6 ratings and
18 reviews & complaints.
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Sears Maintenance Agreement
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I was surprised to see so many negative reviews for the Sears Maintenance Agreement. We have had one ever since we purchased our first side-by-side refrigerator/freezer. After purchasing, we had constant problems with the ice maker and its door's access drop chute. It kept freezing and causing ice to form on the inside of the freezer. To make a long story short, after many service calls, Sears gave us a new refrigerator/freezer of our choice AND allowed us to keep the one we had purchased which we put into our garage. The new one had an ice maker that worked (we chose the Sears brand this time). We did not need the ice maker on the original one, so having it work was no longer an issue. NINE YEARS LATER, we were contacted by Sears that the ice maker on the original product had been recalled and that we were entitled to a replacement at the expense of Sears which was done. In the meantime, the "drop chute" on the door still would not properly close. When the repairman came to put in the new ice maker, he was shocked to see paper towels stuffed into the drop chute and duct tape over the top of the entrance to the drop chute.

He was especially alarmed that the previous repairman had offered the paper towels and duct tape as the only "solution"; so, the new repairman decided to call his manager and complain. To make another long story short, Sears decided to give us credit toward the purchase of another Sears refrigerator/freezer. We chose a newer version with French doors at the top and a drawer freezer at the bottom and paid an additional $200 to get the largest version. BOTTOM LINE--except for the additional $200 we recently paid, we have THREE huge refrigerator/freezers for the paid price of one. We've even had one of them lose "freon" and been paid the agreement's maximum for the replacement of all of the food that we lost.

We will NEVER be without maintenance agreements on our Sears products again. Those maintenance agreements were certainly much, much less costly than buying new appliances. With three products, we were able to give one to our son and daughter-in-law and they were thrilled!!! They now have one in their garage the same as we do. The overflow availability is wonderful!!! My guess with those people who complain about these agreements is that they don't ask the right questions or don't try to use the agreements properly. Too bad for them because we think they're GREAT!!!!!
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qualityappliance on 01/08/2009:
So after numerous service calls the Sears idiots could not repair a simple problem with a dispenser and you are happy?

Most of us here have no problem with Sears maintenance agreements as such, but the problems and complaints arise when a customer wants something repaired, which Sears/A&E has a very hard time doing.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Posted on
Rating: 1/51
WALDORF, MARYLAND -- I purchase a freezer with a temperature control on the outside that does not work. I contacted the store within seven days and was promised that I would get a new freezer. Later was told that they do not make the freezer anymore. No one call me, I had to drive to the store to find out the information. The store manager asked a salesman to set an appointment, which he did not. I end up contacting the office of the president and had an appointment scheduled.
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Never Purchase an Appliance From Sears
Posted by on
Rating: 1/51
MATTAWA, WASHINGTON -- We purchased a Sears freezer. The ice maker has not worked since purchase. We have had four service calls. Also, they installed the water line incorrectly and it leaked and ruined my wood floors. We made a claim om 12-3-12 and no one at Sears will call us back. Every time we talk with Sears it is a different story. Tried requesting a manager and was sent to voice mail. Do not know what to do to get Sears to respond, let alone fix the damage they caused.
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At Your Service on 12/18/2012:
With respect, when was the purchase made? If the water line was installed incorrectly, it would show nearly immediately. The way this letter sounds, the purchase has some age on it. After four service calls, I'm not sure there is a reasonable way to blame the ORIGINAL installation.

Best of luck and please let us know how things turn out for you.
SearsCare on 12/19/2012:
Dear deb.sciascia:

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle issues start to finish with one dedicated case manager. I found your post here and wanted to reach out and offer our sincere apologies for the issues you have encountered with your freezer. Also, for your water line to be hooked up incorrectly resulting in damage to your wood floors is unacceptable. I know as a consumer this would frustrate and concern me when I'm unable to reach anyone to get this situation rectified. We would like to offer our assistance and assure you that 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 and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the freezer 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 (deb.sciascia) 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
Sherrie Chapman on 07/12/2013:
not impressed with Sears products anymore even when I went to the appliance centre at Guildford Mall in Surrey were not helpful. We have only had our standup freezer for about 4 years completley dead now.
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StarStarEmpty StarEmpty StarEmpty Star
Posted by on
Rating: 2/51
DALLAS, TEXAS -- Purchased an appliance from Sears but unfortunately had to cancel..Cancelled within two hours but had to make several different phone calls to cancel. Had used my bank debit card and $910 was immediately withdrawn from my checking account..But learned it would take 10 days to refund my money into my checking account. Easy to take out, but hard to refund. Moral of story is do not pay cash..Or buy elsewhere.
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TLSmith on 06/08/2012:
When the cashier asks "debit or credit" always. always say credit. That way the money doesn't come right out. It will show as 'pending' that way u have more control. If you are swiping the card yourself, always choose the credit button.
trmn8r on 06/08/2012:
Buying elsewhere is not the answer. This potential for this is always present if you use a debit card.

The beauty of using a credit card is a transaction like this never comes to your attention (aka you never miss the money). Even if it happens just before statement closing, you will get the refund before payment is due.
CowboyFan on 06/08/2012:
Debit cards are not cash - they are more like checks. If the op had used cash, then the refund procedure would probably have been different.
Mario The Great on 06/08/2012:
Moral of story - do not pay cash?

All banks/cards have the same hold procedure. It usually take 3-5 business days to get the money back on the card. If you had picked DEBIT, they will give you your money back (CASH). Most likely, you used it as a credit card and the transaction went through without a PIN.
ALICELEGGETTE on 06/08/2012:
jktshff1 on 06/08/2012:
I used to use my debit card all the time. Now, I withdraw the cash I need and pay that way.
SearsCare on 07/17/2012:
My name is Tony and I am with the Sears Social Media escalations department. Please accept our sincerest apologies for the delay in getting the refund back into your account. I can certainly understand your concern for the money getting back into your account in a timely manner.
Understanding the importance of this refund, we would appreciate the opportunity to step in and assist in getting this refund issue resolved to your satisfaction.
At your convenience, please contact our office via email at so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (ALICELEGGETTE) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,

Tony T.
shelby on 12/04/2013:
I called a Sears store directly and was transferred to without knowing it. I was trying to purchase a Playstation 3 for my child for Christmas. I was willing to pay $20 more than BestBuy if I could pick it up today. I was told that if I pay for it right now over the phone "she" will walk over and take it off the shelf and hold it for me. so I did and then I drove 20 miles on my lunch break to pick it up. that is the first $300 out of my account in minutes after my purchase. I drive to store and it is not in stock. I was lied to buy and they told me it was sold out from under me while I was ordering it over the phone. After I talked to the store manager I was told they haven't had any in stock all day and they actually rejected my order. then I was told that they have one available in for me to pick up that was a cancelled lay away. this is at the same store so I pay for this one while I am on the phone with then I am told this is the wrong product and I have to cancel my order again. now I am out $600 dollars in less than 1 hour. then I place an order to be delivered to my house after I was told they can't fix the first two orders. after all said and done I was on the phone for over 2 hours and Sears now has $900 of my money and I won't have a Playstation 3 for 3 days. they told me they won't give me my other $600 back for 3 to 5 days. I love how they can take it out in minutes after I give them my debit card number but they can't put it back in the same amount of time. This is the worst service I have ever had and now I am out $600 during the Christmas season for whom knows how long.
I have always loved Sears. I am a huge Craftsman fan and we always buy all our appliances and bedding from them. if they can't handle a little $300 purchase for Christmas no way will I give them any of my other business.
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Freezer Delivery
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STOCKTON, CALIFORNIA -- I purchased a freezer on 1/26/08 and was told that my delivery would be 1/28/08 9:30-11:30 I had to leave my house for a short while when I returned, I got a phone message saying that there was a computer err, but when I called Sears 800 number to find out what was the real problem I was told that it was a carrier err.but my freezer was not rescheduled for the next delivery on 1/29/08 when I called back I was told by a woman who answered the phone that she would put enter the information into the computer for delivery of my freezer on 1/29/08. I believed that she was telling me the truth but when I did not received my delivery on 1/29/08 I called the delivery service and was told that I had to talk to a delivery tech, then I was told that my freezer was not rescheduled for delivery for 1/29/08 and this person would not even reschedule the delivery for 1/30/08 I had to make several phone calls to Sears to speak with the manager. I was told that I will get my freezer on 1/30/08 because the truck already went out.

I usually buy my appliance from Lowes, but after this experience with Sears I will say " Good luck to get me to buy anymore appliance for my home". It has been a very frustrating experience dealing with the Sears home delivery service people.
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Anonymous on 01/30/2008:
Well I wouldn't deal with these yokels again.How hard is to to deliver a freakin freezer?
cliomuse on 01/05/2009:
How hard it is to deliver a freezer? for the next day?. let me see... if the customer was not schedule for tomorrows delivery date and it's already past 3pm of the cut off time it will be impossible because the system will be routing the t/f and stops of the delivery team bet 3-6pm that's why people get their automated call bet the hours of 6-9pm ( w/c I know sucks so hard because customers will verify either their number and will tell them it's not in the system and when it will verify their address it's just blank and they will automatically connected to a representative!)
and the freezer don't arrive the night before the delivery or a week before the delivery.. it arrives at the warehouse the same day it will be delivered because they don't want to damaged your item ( although sometimes manufacturer is delivering mdse that our defective.. and Idk why though)
that's why a lot of people don't receive calls regarding the delays not until the exact same day of their delivery schedule... ( This sucks !) but that's how Sears is..
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Product failure & service delay
Posted by on
WEST JEFFERSON, NORTH CAROLINA -- I purchased a Kenmore freezer in July 2007 with a 1-year warranty. My last Kenmore freezer lasted 30 years without needing a repair, so we followed the advice of financial advisers and did not purchase additional warranty protection.

On returning from a day out of the house on 9/27/07 I heard a loud sound coming from the freezer, and the temperature read 40 degrees! The door was securely closed, I hadn't opened it in a few days, and until now there was no indication of any problem.

I unplugged it, waited a minute, and re-plugged it. The noise stopped and there was just a hum -the compressor didn't appear to be running. On opening the freezer I found many foods were already thawing. It contained the entire summer's garden harvest, as well as a month's supply of meat. I moved the meat to the freezer compartment of the refrigerator, but had no space for all the vegetables and baked goods.I loaded it with Ice and cold-packs from my other freezer, but I had to wait until morning to phone for service. The temperature in the morning was still 40 deg., refrigerator temperature. Everything had thawed, but at least it was still cool so the food could be salvaged with quick service.

At 7:30 AM I phoned Sears' repair service, where perky Michelle informed me that my repair appointment would be 5 days from now! When I objected she said they could put me on a 'wait list' in case there's a cancellation.

I inquired whether, on their 10/4 visit, the repair technician would haul away the then-spoiled harvest of my summer's labor, she sweetly replied that she didn't know, and wished me a nice day!

I had expected that a major supplier of home appliances would have emergency service available for such critical items as refrigerators and freezers. I'm really angry with this situation.
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notdonewithsears on 10/07/2007:
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Poor service and refusal to repair or replace under warranty
Posted by on
NEW HOPE, PHILADELPHIA AREA, PENNSYLVANIA -- I have had service contracts from Sears on all our appliances in the home ( mostley Sears products ) for around 10 years and spend around $2000.per year. I have never had a claim except for an occasional refrigerator plastic drawer broken. Sometime in August this year our Sears chest freezer failed and I didn't realize it until I went to get some food out of it and found all the rotten food in the freezer. I called Sears and after several changed appointments and no shows the repair person arrived and replaced a small part and the freezer was running. Prior to him coming I cleaned out the rotten food. When I made a claim for the spoiled food claim I was refused and had to spend lots of time complaining and offering proof of spoiled food and complaining to the executive offices and calling their press relations(I am a writer in the consumer electronics field) before they would authorize the claim. Furthermore a terrible smell was present in the freezer and again after several no shows and cancelled appointments a serviceman arrived and told me it would be impossible to eliminate the smell as the rotten food had penetrated the insulation and the freezer would have to be replaced. I was told by the repair office that the serviceman was wrong and scheduled another appointment with the same delays and cancelled appointments that I had previously experienced. This serviceman had the same diagnosis. I have made many calls to different Sears service people and they refuse to replace the freezer or send anyone to try to correct the problem. They claim "We don't replace for smell". The freezer is useless as the smell is terrible. I tried to call Sears executive offices but they have a phone screening in place and when I give the machine my name and phone number no one calls back. I have stopped paying on my Sears credit card which I now find out was bought by Citibank Visa and they care less about my Sears problem and are now dunning me by calling every 3 or 4 days demanding payment. Sears has been bought by Kmart and the employees I talk to blame Kmart for the recent terrible service. STAY AWAY FROM SEARS OR KMART.I now plan to sue Sears for the cost of a new freezer and for damages due to my loss of time and use of the freezer and for the unused portion of my service contract. I will at a great expense have the freezer delivered to the court to smell and have news coverage of the event from local newspapers. I will videotape the event and put it up on Youtube. Perhaps Sears would like to comment on that. Lets hear from others who have had a similar experience with Sears. You can comment on this site or email me at
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Anonymous on 12/23/2006:
I find it hard to imagine that you've been paying 2k a year in warranty fees for the last ten years? 20G worth or warranty for appliances worth less than half? Something doesn't add up. Additionally, you must realize that manufacturers aren't going to pony-up for lost perishables. Good luck on getting a news team to cover your stinky freezer, but I'd be iterested in seeing the YOUTUBE video.
Anonymous on 12/23/2006:
Have you tried ANYTHING to get rid of the smell? I 'inherited' a freezer that had rotten food in it. I washed the interior out with a bleach solution. I let it dry completely out in the sun. Then, I placed 2 open boxes of baking soda in it.

Smell gone.

A little personal responsibility goes a long way. For the food to rot, you must have not checked your freezer for quite a long time.
charlesa on 12/23/2006:
In reference to my complaint against Sears I should have elaborated more but I thought my post was already very long, but in view of some legitimate comments I will elaborate further. I pay about $2000. yearly for service contracts on ALL appliances. Washer, 2 refrigerator freezers in my home, freezer in basement, Stove etc. It is still a lot to pay but I have always carried service contracts so my family will not have to worry about service problems while I am away as I travel a lot. The freezer in question is in the basement and not opened very often, perhaps once a month. Part of the service plan I have provides for a $250. coverage for spoiled food in the event of freezer failure. As far as trying to clean the freezer, I first cleaned with Clorox and followed up with a vinegar solution as recommended by a technician. I even tried filling the freezer with crumpled newspapers as I was told that the carbon in the ink would help. Unlike lots of freezers with a one piece inner liner, this freezer has seams in the inner liner which allowed the melted ice and meat juices to penetrate the insulation and there is no way to access the bad insulation. I am really appreciative of the responses to my post but I believe I tried everything to solve the problem.
warddw1526 on 12/23/2006:
I understand your frustration in regards to the spiled food. The reason why you had trouble getting reinbursement for that was usually the repairman has to verify the food spoilage. Some people would try and take advantage of them without it. A pretty crappy job for the repairman to do.
charlesa on 12/23/2006:
Thanks warddw1526. I was reimbursed for the food spoilage but only after lots of phone calls and documentation. I agree about it being a crappy job for the repairman to have to service a freezer with rotten food in it and that is why I cleaned the freezer out before he came to service it. My complaint is that Sears refuses to eliminate the smell from the saturated insulation in the freezer or replace the freezer as it is unfit to put food inside due to the awful smell.
SilverWngs on 12/24/2006:
It's amazing but it doesn't surprise me that the tech did not advise of the charcoal and newspaper trick. Take some charcoal put it on Newspaper and change it out every 24 hours. Also do not use bleach on the plastic as it can crack the plastic, if it is deemed usage issue, most warranties will not cover the damage and you are still stuck with an appliance with issues.
beanbagbritches on 12/24/2006:
Wow, how do you show proof of spoiled food?? That sounds disgusting.
CaroleSue on 07/02/2008:
I have used Sear's appliances for over 30 years because they were so dependable. However, the last two I bought have had problems from the beginning. Upright freezer Model #253.26052104 ices up at the top of the door shelf. It also has ice behind the door. The serviceman who just left today told me that it is a design problem and he has had many complaints. He had to call tech support and a service kit has been ordered. When it arrives, I will have to call and arrange service again. I wish I had known about this widespread problem before I bought the freezer. I hope this kit fixes the problem. Fortunatley my freezer is only a couple months old and it is still under warranty for a while. Anyone else had this repair kit installed? Service man told me that there is not enough insulation between the door.
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Failure of Sears to repair freezer door
Posted by on
MT JULIET, TENNESSEE -- After some 5 visits by various Sears repairmen to fix the gasket on my freezer door, the problem has not been resolved. It is supposed to be a frost-free appliance, but frost continues to build up in the freezer. Sears national office says that this does not come under their "No Lemon Policy" In other words, Sears sold me a "Frost Free" refrigerator. It is not frost free. They have had ample opportunities to repair this appliance and have not done so and they say it does fall within their "criteria" to be considered a "Lemon" (Their terminology)
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