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Unacceptable Repair Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SANTA CRUZ, CALIFORNIA -- The following is an ongoing account regarding a Whirlpool refrigerator purchased from Sears on 8-10-2014. It is a 21 cu.ft. top freezer model. Purchase price was $757.48. This replaced a previous refrigerator also purchased from Sears which was deemed unrepairable after 5 different visits from Sears repair technicians. It is important to note that both refrigerators became problematic within less than 2 years' time.

5-05-2016, I noticed the back panel of the freezer (top) had formed a thick blanket of ice and refrigerator (bottom) was no longer cold. I called Sears Home Services and scheduled an appointment for 5-9-2016. 5-09-2016, Sears Home Service tech diagnosed the heater harness was loose which caused the freezer to not defrost and refrigerator to get warm. Technician manually defrosted the freezer portion by removing 2” of ice buildup on both sides of the freezer compartment's back panel. My out-of-pocket charge for the visit was $239.99.

On or about 5-24-2016, same symptoms were occurring. Excessive ice buildup in freezer, refrigerator portion getting warm. Meanwhile, I had to toss a large amount of food. I scheduled a return visit for 5-26-16. 5-26-2016, during this visit I was advised the refrigerator needed a “control board.” The tech said he didn't have one in his truck and one needed to be ordered. I requested that the control board be ordered and Sears Home Service confirmed that a board would be delivered on 5-31-2016. There was no charge for this visit.

5-31-2016, technician arrived without a control board and told me that records show I had refused control board on 5-26-2016. I explained that I did not refuse a board and was expecting it to be installed during this visit. I asked what the process was in obtaining a control board.

The tech said he could order one and the cost for visit would be $299.74 ($204.74 for board and $95 for service call.) He said the board would be sent in the mail to me and technician would do an install on 6-9-2016. My out-of-pocket charge for the visit was $299.74. (Keep in mind the appliance cost only $757.48 and I am now out of pocket in repairs for a refrigerator that is less than 2 years old, and still not working properly.)

6-09-2016, technician installed the control board, but did not defrost the freezer manually, whereas the last two technicians did. He said the control board should kick in and freezer should start to defrost within the next 24 to 48 hours. He applied caulk around the opening of the freezer so the cold air would not escape. Cold air escaping from freezer was the least of my concerns since it was producing blankets of ice. The bigger issue was the refrigerator not getting cold.

Additionally, the caulk job was terrible. It not only left the freezer opening looking unsightly, but the door would stick each time it was opened. When I asked the tech what guarantee did I have that the control board would not fail. He replied that he could not guarantee anything and offered me a Sears Protection Agreement for $49.09. The agreement would free me from paying any added repairs for the next 12-months. My out of pocket charge for the visit was $49.09. Meanwhile, I still had my debts and purchasing food was limited for fear the refrigerator would get warm again.

6-10-2016, refrigerator seemed to be working OK, but I noticed that a loud sound was coming from the freezer compartment and the ice buildup on back panel had not defrosted. 6-11-2016 early morning, I noticed that refrigerator compartment was no longer cold. I called Sears Home Service in a panic and told them I needed a tech now because I was having company from 6-11 to 6-14 and needed a functioning refrigerator. I was informed that no one could come out until 6-22-16.

Now, I was faced with a refrigerator that had been limping along since 5-9-16, and having company for the next 4 days. I told the associate this was unacceptable and I wanted to speak to a supervisor. I was advised that a supervisor would only tell me the same. Needless to say, I was beyond upset and ended the conversation. Later that day, I received a call from Sears Home Service supervisor and was told the soonest a technician could be out would be 6-15-16 between 10am and 2pm. I had no choice but to accept.

From 6-11 to 6-14, I accommodate my out-of-town company the best I could while dealing with a broken refrigerator. I had to purchase bags of ice, placed them in coolers to help keep food cold. I noticed that an irritating noise had developed in the freezer compartment. It had gotten so loud that it was necessary to turn up the volume on the TV and close the bedroom doors at night in order to get any sleep.

6-15-2016 technician informed me the reason it was not defrosting was because he did not defrost the freezer manually during his visit on 6-09-16 and admit he was at fault. The loud noise was due to a fan hitting against the ice buildup. I told him that due to his negligence in not properly fixing the refrigerator, it created a big inconvenience and totally had dampen my visiting with out-of-town company.

During this visit, the tech proceeded to remove the back panel of the freezer compartment. In the process, I noticed he was bending the panel and putting a dent in it. I questioned his process. He said he had to remove the back panel to remove the ice buildup. I asked, aside from causing added damage to the unit, what other alternative did I have? He said he could replace the damaged back panel in 2 weeks or he could discontinue the process and that I could unplug the unit and have it defrost on its own.

This would mean me having to totally be out a refrigerator for at least another 2-days if not longer. I asked what would happen if I unplugged the unit and it didn't fix the problem? Would I need to schedule another appointment and be put on a waiting list and not be seen for another two weeks? He nodded and confirmed I most likely would need to wait another two weeks. At this point, I was so upset that I requested he button up the unit and to please leave my home.

I called Sears Home Service the following day and explain what had happened. They said the best they could do was to send out another technician on 6-29-2016. 6-29-2016, the technician diagnosed the refrigerator and determined that a thermistor needed to be replaced. The part would be sent by mail and a tech would install it on July 13, 2016. This brings us up to date. The thermistor was installed and I was reassured this would fix my refrigerator. Meanwhile, I am still out the $538.74 and $300, if not more in food lost since May 5, 2019.

On June 16, 2016, I contacted the local Sears Store and provided the store manager a letter explaining what had been through and requested that I be reimbursed for the $538.74, plus $300 in food loss. She said there was nothing she could do at the store level and would make some calls to see if my problem could be resolved at a higher level. She later returned my call and provided me with a number for Customers Solutions at the Corporate level.

I initially spoke to Customer Solutions Claims Department on or about June 18, 2016. There were several conversations regarding my claim since. Today, I was on the phone with Customer Solutions and after being on the phone for 45 minutes with an associate reviewing my claim, I was told that the Claims Adjuster denied my request because they were charges made prior to me purchasing the Protective Agreement.

I said this was so wrong and totally unacceptable. These were charges paid for repairs on a less than 2-year old refrigerator. Having to pay this kind of money and to be left with the uncertainty of the refrigerator of not being completely fixed is criminal!

Today, marks approximately 10 weeks that I have been dealing with a refrigerator not working properly. What household goes for 10 weeks with bummed out refrigerator??? I won't know for another 24 to 48 hours if replacing the thermistor has once and for all fixed the refrigerator.

I again asked the Customer Solutions associate if I could possibly speak to anyone in getting the $538.74 back. The answer was "no." The associate did suggested I contact the credit card company I had used to pay for the repairs and to file a dispute since I had been charged for repairs that were not done properly. My dispute is in process. At this point, I am hoping I get refunded the $538.74, plus $300 in food lost, and that the part that was installed today will fix my refrigerator once and for all.

In spite of how helpful and sincere the front line associates were at Customer Solutions, it appeared that once my issue left their hands and forwarded to an "Adjuster," my efforts were all in vain. They would promise that I would be hear from them within the next 48-hours. No one contacted me. I continually had to initiate follow-up calls to find out the status of my claim. I take that back, twice since May 9, 2016, I did receive two e-mails; once to let me know that my Fax had been received and another telling me that I was not entitled to a reimbursement with no explanation as to why.

My advice, "Do not purchase anything from Sears." If you do, it's fine as long as the unit is working. If something goes wrong and need repairs, get ready with the popcorn, because you will be watching a horror movie and you will be the main character jumping through hoops of flaming fire.

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Refrigerator bought in April, 2019, stopped working
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RICHMOND, VIRGINIA -- I am writing this review for everyone to see that has ever bought an appliance or thinking of buying an appliance from SEARS!
***published here https://sears.pissedconsumer.com/refrigerator-bought-in-april-2019-stopped-working-201910061673117.html***

We bought 5 major appliances from Sears here in Richmond, Va. in April of 2018. We also paid $2000 for their extended warranty. In that short time our Kenmore Pro refrigerator has stopped cooling, and we have no refrigerator! I called Sears when we noticed the freezer was not freezing properly and they said they would be out in 3 weeks! I argued and pleaded for them to come, and their response was ”We are sorry and apologize for any inconvenience.” I explained that I was having major surgery on Sept. 18 and we needed a working refrigerator. I received the same reply as before except they added, “We only have 3 technicians for your area.” I find this incredible!
A service man finally came to our home. We were told, It might be the compressor, but it is trial and error, and it might be 2 more months before your refrigerator can be fixed. Someone will be back on Oct. 31.”
Sears said they would reimburse us for a rental refrigerator which we have gotten, but it so small we cannot fit the food we need into it. Apparently, that is what SEARS authorized. They would not install it in our house because the non-working refrigerator is in the space for a refrigerator. They installed it in our garage. My husband is 85 and I am 80. I am incapable of going to the garage because of my recent ankle surgery, and my husband has difficulty managing the stairs multiple times each day. We are having a very difficult time coping with the situation. When I explained the situation to SEARS, I was told, “We understand and are so sorry for any inconvenience.”
The food in the refrigerator and freezer spoiled because my husband was with me in the hospital and the refrigerator smells like rotted food even after it has been emptied and cleaned. We want the refrigerator removed from our home due to the smell and potential for mold.
We have bought from Sears for 64 years and never been treated so poorly! I do not recommend SEARS appliances to anyone, and the extended warranty is definitely not worth the price. Think twice before buying anything from SEARS. They do not stand behind their products, nor do they honor their warranties.
Margaret Bailey
Richmond, Va

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Sold Me a Lemon Fridge
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MODESTO, CALIFORNIA -- We bought this refrigerator in May of 2016 when our old reliable 20 year old one finally gave up the ghost. We also bought a Master Plan extended warranty (500 bucks!) and thank God we did! Thirteen months after buying this brand new brick it died. We were on a vacation and came home to spoiled food, water on the floor and generally a mess. I lost $500 + in fresh and frozen food but the warranty said it would cover that. What it didn't say was that it would not cover the food until the tech said the fridge died. Then they denied my claim. Ok then. We called Sears to schedule help in the beginning of June 2017 and they scheduled "service" for June 16th, 2017.

The tech came as scheduled and immediately rolled his eyes saying "not another one - these are absolute JUNK!" He told us he could not fix it, the compressor was shot and there were some "other issues" and he would order parts. He scheduled his return to install parts for July 5th and ordered the parts from our house. The parts arrived a few days later and I took July 5th off from work to wait for the tech to arrive. He never showed up. I called Sears and they said the appointment was for July 17th. First I heard of that date! On July 17th (I took yet another day off from work). Here comes "Humberto" the Sears tech as scheduled this time.

He installed a new compressor and other "stuff" and left saying the fridge was "fixed". Nope. On July 18th the $3,000.00 room ornament groaned and started buzzing so loud it would drown out a Sherman Tank! On July 19th the freezer died and it never had a chance to make any ice. Again, I lost the contents of the freezer ($300.00 +-) I called Sears again to reschedule a technician who is coming out on July 25th (tomorrow). I'm sure it'll be the same guy and I will begin the scenario all over again. I would NEVER recommend this product or any Sears product again nor will I ever purchase anything from Sears again...nothing - even a screwdriver.

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Horrible Repair Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LONG ISLAND, NEW YORK -- We have tried for 3 months to have 2 issues with our refrigerator fixed. First the repairman refused to fix the broken thermostat because he said it could be fixed at the same time as the leak in the water dispenser. He said Sears could just reimburse us for the spoiled food. Three months later the door came. Imagine living with no refrigeration for 3 months! Twenty plus phone calls including one to the corporate office later and many promises of calls to be returned which never were, we still have leaks.

Today we had an appointment to install new freezer door. My husband took the day off. We received two appointment confirmation calls. No one came. When I called they said the appointment was cancelled, they said - "we don't know who cancelled it, we don't know the code used to cancel it, You have to reschedule."

No one had the authority/willingness to reinstate the original appointment. The attitude of the manager was: "we can't do anything." I am appalled at the horrendous level of customer service that Sears expects people to accept. I have purchased many Sears appliances and products my entire life and have used their repair service in the past.
WHAT HAPPENED TO THEM??? I will NEVER buy another Sears product again.

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Insurance Very Bad
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Rating: 1/51

BURBANK, CALIFORNIA -- I have LG Refrigerator LMXC23746D in Summer 2018 from Sears store. April 2019 we start have a problem with this refrigerator. On April in the middle door the light was broken. We call to insurance (which we was taking for additional $$) after 3rd visiting (2 months) this problem was fixing and we have so bad scratch on the front bottom part after first technician visit. After changing right door on the next week refrigerator stop making ice and stop keeping cold temperature.

First technician was coming and say we need to buy dry ice before they will come again and changing compressor. We was buying dry ice 2 weeks nobody coming and nobody call. We call to insurance again and they say appointment was canceling between insurance and technician. Why we buy refrigerator close to $4000 and buy dry ice for two weeks already. I am so patience from April. But I am so tired to check my food before eating. I am so angry to insurance and to the Sears service together.

Today we have scheduled technician from 8am till 12pm, nobody coming yet (1:40pm). Now we have to wait again 2 weeks for compressor. After door changing they forget put Logo LG on the door. we waiting for two months already, they tell us 3 times it is on the way. Really? 2 months? I can't recommending any Sears Support! Do not buy any extra from them! Terrible service. We have an appointment on Monday 8/12 and insurance move this appointment again to August 28. VERY BAD SEARS INSURANCE SERVICE.

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Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND PRAIRIE, TEXAS -- TEXAS - Our 2.5-year-old Kenmore refrigerator broke down three months ago. We called Sears Appliance for a repair which was scheduled a few days later. The repairman on contract with Sears said it needed a new compressor and we had to wait 2 weeks for a Sears repairman to look at it. He ordered a part, which should have arrived in 2 weeks.

The part was replaced. It worked for 18 days. We called Sears service to come out. This time it was the evaporator. It took a month to get it. Another technician came out. Said it was not evaporator, that a line was clogged. Still not working. Technician came out said line is contaminated. Warranty department never heard that before. Sears is taking way too long to repair our fridge, our spoiled food, which I believe is part of their Master protection plan. 3 months is too long to wait for repair on a refrigerator. It has not worked since mid April.

I am a senior citizen. I have to use a walker. It is a hardship going back and forth to the garage. Thank heavens I have a refrigerator there that is 20 yrs old and still working. Sears is a big disappointment. What do people do that don't have a spare. I will not buy another product from Sears.

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Refrigerator Repair
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND PRAIRIE, TEXAS -- IN 2013 I bought Whirlpool 3 door refrigerator in 2016. Came home, water on floor and food ruined. It took 2 months and several technicians before they said unrepairable. I got a refund for full amount and got Kenmore 3 door. Well it has been out for 3 months waiting on 1 more technician. Their technicians tell me something different every time. I have decided to go back to side by side. Technicians told me they have trouble with 3 doors all the time.

I do not want another Sears product. Warranty department said I would get full refund. The customer representative said no any money I get will be for Sears. The 2 stores close to me have been closed. I am a senior citizen and I have to use a walker. It has been a hardship going back and forth to the garage. The side by side in the garage is 20 yrs old and still working. What do people do that don"t have a spare especially senior citizens or the disabled. I am done with Sears.

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Evaporator Top Half Freezes Solid
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PITTSBURGH, PENNSYLVANIA -- I have a three door bottom freezer that each year I have to disassemble the back of the refrigerator so that I can defrost the evaporator manually. The evaporator has a defrost heater on the bottom but it does not have enough heat to defrost the top half of the evaporator. The fan becomes encased in ice and makes a hell of a racket.

The first time this occurred I paid a repair technician to disassemble the refrigerator and defrost the coil. Now the refrigerator is three years old and I do it each of the other two years. This is a design flaw that should be reengineered by placing a second defrost coil in the evaporator case. A class action suit is necessary for LG to repair this permanently.

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Ordered and Paid for a French Door Refrigerator
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Rating: 1/51

N COLORADO SPRINGS, COLORADO -- I paid on 8.1.2014 over 1600.00$ for the above refrigerator, this should be delivered (date on ticket) on 8.8.2014; 2-hr window between 1 and 3 pm. I was waiting, 4 pm no item and no call. I called again and then I be told they will still deliver on Friday. 1 hr later no call, no item. The next call I made at 8.30 pm, the person said I do still get for sure the item. Nothing.

On 9.50 pm I called back (before they close the store). I get again the answer no refrigerator on the 8.8. I be on the list for the 8.15 (I made 6 calls, one of them hang up on me). Where is here the customer service? I'll go to the store this morning and ask for my money back. I'll never buy anything from Sears anymore. I'm very disappointed. Now friends told me Sears cannot be too long anymore in business with a service like this.

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Sears Master Protection Agreement on Wine Refrigerator proved to be worthless!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONLINE PURCHASE FROM SEARS.COM, PENNSYLVANIA -- I purchased close to $6,000 of kitchen appliances in September 2011 — from your store in Greensburg, PA, and a wine refrigerator online at Sears.com. The wine refrigerator was a built-in EdgeStar CWR460DZ (serial 1106910067) with a Sears Master Protection Agreement filed under my cell number. The warranty was good to 8/14/2016.

The wine cooler stopped working in November 2013. I scheduled an appointment for December 17, 2013, 1-5 pm and took ½ a vacation day. The tech from AE said there was a problem with the compressor/some related part. He called it in and his office claimed that my Sears Protection Agreement had been improperly processed by Sears. He told me my agreement was thus canceled and that I would be rebated the $89 I originally paid for the wine cooler. He left with my wine cooler sitting in the middle of my kitchen and departed.

I then called the Sears Protection Warranty Office, back and was told that my original agreement was only good until December 17, 2013 (what a coincidence) and not 8/14/2016. She said the technician should not have left and should have completed his work. She suggested that I buy a one-year extension of my protection agreement to make sure there were no problems. I did for $74.51 and charged it to my Visa card. She also said that she would arrange for another technician to come back to my house and that she would call me by 3:30 pm. No one called or came; so, I called back at 3:50 pm.

The new person told me that since the wine cooler was not a Kenmore, they would not honor the agreement that Sears sold me and that I would be paid back my $89 original agreement cost plus the $74.51 I had just paid. I asked to talk to her superior. That person said that they would make good on the original agreement for five years and refund my $74 and understood my frustration. She asked for the model number of the EdgeStar and then told me that they would not honor the agreement.

I asked to talk to someone who resolves conflicts. That person told me that she would review my case and call me back within one hour (before 6:00pm). She did not call back. I called again, and was told that my agreement would be honored. We rescheduled an appointment for January 8. December 27, I received a check for $89 from Sears, which I paid for the original protection plan. I did not cash the check, I wanted warranty that I paid for.

January 8, 2014, the Sears Tech was scheduled to fix Wine Refrigerator between 8 am-12:00 noon. The tech called and refused to service my Wine Refrigerator. I lost another ½ vacation day. I called back and Spoke to **. He told me that it would cost more to service my wine cooler than it cost. I told him that the new version of my wine cooler cost $799; so, I found it hard to believe that a compressor replacement would be that expensive and the warranty did not mention anything about Sears being able to back out of their responsibilities because the warranty office views the cost of fixing the wine cooler to be too high.

He suggested that perhaps Sears would pay for the parts and that they would charge me for the labor. I requested a name of someone to appeal my case to. He told me to write a letter of complaint to Executive Customer Relations, 333 Beverly Rd, Mailstop RR, Hoffman Estates, IL 60179. I mailed the letter on January 9, 2014. ** mailed me a $65 Sears gift card. January 23, 2014, I called Sears Warranty and talked to ** to check on the status of my claim. ** said that ** was working on my case and was scheduled to contact me that day.

January 24, 2014, the Senior Case Manager with Sears Executive Office, emailed me to let me know that the brand of refrigerator that I purchased from Sears was not eligible for warranty coverage from Sears. I emailed her back to remind her that they not only sold me a warranty on 07/27/2011 but a renewal for one additional year on 07/17/2013 for $74.51. She said that the tech person had informed me initially that the warranty was not valid and inferred that I should have known better than to purchase the additional year.

My contract (i.e. Certificate Number **) states that I am covered to 12/17/2014. The Product is a wine cooler, model number CWR460DZ. Under Sears Protection Agreement Terms and Conditions: “This Sears Protection (“Agreement”) is a legal contract that describes the terms and conditions of the Protection Plan that you have purchased. Obligations under this Agreement are backed by the full faith and credit of the Obligor.” Under 2. Coverage for Repairs. “We will pay on your behalf the cost of parts and services that are needed to maintain the proper operating condition of your Covered Product.”

Under 3. Coverage for Replacement. “We have the sole right to determine whether a Covered Product will be repaired or replaced.” Nowhere in the agreement is there a suggestion or statement that Sears may just unilaterally cancel this agreement.

Sears did not honor their Sears Master Protection Agreement with me. The EdgeStar wine refrigerator (new model number CWR461DZ, but identical to mine) sells for approximately $799. Sears still sells EdgeStar at the Sears.com online site where I bought my original wine refrigerator. I would bet that they will still sell you a warranty. I talked to a judge about taking this to small claims court. The odds of collecting are slim and more expensive than the original cost of the wine cooler and my time. I give!!! No more Sears for me!

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Sears Refrigerators Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 36 ratings and
110 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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