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I Would Never Purchase an Appliance Here Again!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RANCHO CUCAMONGA, CALIFORNIA -- I recently went to the Sears store on Monday to take a look at the gas ranges. I was looking around and that's when I saw a floor model. I asked for a total price with the installation and haul away of my old stove. I was told that the installation will be included if I purchased a gas hose and they would haul away my old stove for $15.00. We ended up purchasing the gas range and not the installation since I figured I could do it myself; but I asked the salesperson that if I changed my mind I would be able to come back the very next day before the installation and pay $37.99 for the hose and the installation would be included.

I did change my mind so the next day, I went in looking for the same employee that had helped me the day before. All of a sudden he appeared reluctant to help me. I figured it was because he thought I was there to return the item. I asked if I could pay the $37.99 for the part and get the installation. Now his story had changed; he told me that it would be $20.00 for the installation plus the $29.99. I asked him about the 37.99 he had quoted. He now claimed he had never heard of such a thing; I am disgusted by the way the situation was handled. I understand the associates are there to make sales but this should not be done by fake promises to customers.

How am I supposed to trust a company if I am being lied to even before the product is delivered? Well a nearby associate tried to help and instead of being courteous and professional, she decided that she was going to tell us that if she had the money to pay for the extra price we were quoted, she would provide it herself so we would get out of her hair without making a fuss. Believe me, I have never in my life asked for a service I am not willing to pay. I was rightfully furious at this point. It has nothing to do with the money, it's about making an honest sale and standing behind your so-called policies.

Next the manager came over to assist because the associate did not know what to key in to fix the issue. The manager stated the issue was resolved and we would be getting what was stated the date we came in for the purchase. You would think the issue would end there. The day of the installation (Thursday) comes around - "we will be there anywhere from 8 to 11" - so we wait; come noon no one has showed up so we call to see what happened.

When we finally are able to speak to a person we are informed that the installation will be held up until Sunday. We figure we've already gone through this hassle, we can just wait. Come Sunday, the gas range comes in and the delivery man is about to leave without installing the item, so we let him know the installation had been paid for, show him the receipt; and he states that in the system it is not coming up. He was only scheduled to pick up and drop off, that he was not given a hose and he did not bring the tools for the installations.

So now here I am with a new stove that cannot be installed in my living room. I paid for the item, I paid for the installation. I received horrible customer service; they have wasted my time and treated me as if this is my entire fault. I go to the store and inform them of this and yes they return the part fee and they give me a half-forced apology about how they do not know why this happened. As a customer I no longer have faith in Sears. How can you have such clear disregard for my time, misinformed associates, mixed up policies, and little knowledge about how to set up orders?

Aside from the manager, everyone was incapable of maintaining a professional attitude and pretending to care about resolving my issue. I was treated like I was there begging for a service instead of like a customer who had just paid for a service. Who is going to compensate me for the hassle and headache and time I spent having to resolve each issue that came up? As a company, the customer should not be expected to have to constantly call and show up to the store to make sure the service is done correctly.

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Gas Range
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NILES, ILLINOIS -- Range was ordered in the beginning of the month, didn't arrive until 2.5 weeks after. With postponed deliveries (no one could answer why delivery was delayed so many times) I almost thought of returning the product. It got so bad that I had to drive to the store, and talk to the manager about the delivery. The manager even suggested that I pick up the product and install it on my own. If I had the means and expertise to do it, I would, but I don't. He even went as far as telling me it'd be cheaper for me to rent a U-Haul and call my relatives for help.

Maybe this was the red light I should've seen. For a MANAGER to tell me to not use their services and do it on my own. Gas range finally comes in, guys install it, and attempt to leave in less than 3 minutes total. I mentioned to them that it smelled strongly of gas when they "finished". They assured me it was "because they just put the new one in" and the smell should dissipate.

I come home after work to find the smell of gas coming from OUTSIDE the home before even attempting to open the door, my dog was in the house! I come in to the smell of intoxicating gas, go outside with my dog and call SEARS for help. They say they can't help, they advise me to call 911.

I call 911 and the fire department comes and confirms a gas leak to the new rage coming from the NEW pipe. I call SEARS back, LIVID, they say they can't do anything for me. I paid for delivery and installation. Delivery was re-scheduled numerous times and installation was faulty. I asked for delivery and installation compensation, they refused.

This company put my family and my home at risk. A GAS LEAK. This is a serious matter. I was on the phone with customer care for over 30 min, no sympathy. At one point, she even mentioned "if you're asking for compensation, I can't help you with that". I mean... REALLY?! how dare you. I would NEVER recommend this company nor will I ever step foot in a SEARS again. Make sure your contractors are legit and stop giving your customers the runaround when deliveries are rescheduled. Disgusted.

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Range part
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

We purchased a Kenmore range about 10-12 years ago. It has worked fine, except now the Control Board has gone bad. I purchase an appliance service through my electric bill, but Sears will not allow that service team to do anything even though they are perfectly capable. I finally found out why. After being told on separate occasions over this 3-day horrible experience that I could order the part (but I couldn't); that I could go to my local store and order (but I couldn't); that they have the part in stock and their technician can bring and install (but they don't and he couldn't) - I finally learned that no one makes the part and no one has the part. Sears really just wanted to send their guy (who I would have to pay) to diagnose what we already know is wrong (because the appliance service repairman diagnosed it), remove the part and send it off to be remanufactured. I can do this myself - there are services online for this. But, why they would quit manufacturing a part that is such a potential fire hazard is beyond me. Why they would give someone the run-around on a part that is such a fire hazard is beyond me. Why weren't they truthful from the beginning instead of just pushing their service technician on me over and over again. What happens is that my oven cuts off after 15 or so minutes and we get an error code. Then it will not come back on for hours, even if you throw the breaker. Also, sometimes clean will randomly come on, with no one home at times, and it will heat extremely hot and not shut off. Even after the breaker has been off for several hours, when your turn the breaker back on, the oven is back on clean. I was hoping to purchase a new range soon, but my husband was very recently diagnosed with stage IV cancer, and we have no extra money and were trying to make an otherwise perfectly working range last a little longer. After this run-around and all the lies from Sears, I will not be purchasing a Sears/Kenmore range (or anything else). I will also do my level best to make sure no one I know purchases anything either.

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Department Manager Unwilling to Resolve Delivery and Installation Issue!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LYNNWOOD, WASHINGTON -- We recently purchased a gas range from Sears. This range was going to replace an electric range, however, the gas was already plumbed into the spot so it was going to be easy to install! We paid extra to have it installed. Up to the day of delivery everything went well: salesman was professional and helpful, email and phone updates regarding delivery were very well orchestrated. Then the Range arrived.

We had already moved the electric range so the space was completely clear. The technicians told my wife that they did not have the correct fittings to connect the stove. When I talked to them (by phone) I asked, what can we do to rectify the situation? They indicated that there was nothing they could do. They also made it very clear that they run into this situation all the time with Sears and even told me that the Sears sales personnel lied constantly in order to make a sale!

When I got home I spent two hours (with reading the instructions, going to the store to get supplies and actually installing the stove) completing the installation. All I needed was some tools (which I had) and some pipe dope to seal the threaded connections. No special fitting was missing for the install! Additionally, the stove was supposed to be unpacked by the delivery team. They dropped it in the kitchen and left without setting it up as was indicated in my paperwork!

The saga continues when I attempt to contact the store. The large appliance Manager was not there the first time I called. The second time I called, I vented on a sales associate, who put me in touch with the store Manager (who called back the next day). He listened to my tale and agreed that the issue needed to be addressed but wanted to have the department Manager contact me. He promised a call back in two days.

Two days came and went. I attempted to contact the department Manager who never seemed to be on duty, till Today (a week later!). I was unable to provide him with a full explanation as he spent most of the conversation providing me with excuses and indicating that the fault was not with the store, rather with the subcontractor they use. He even indicated that it would be the responsibility of the sub contractor to compensate me for the issues.

Now, I am also in the service industry. I use subcontractors all the time. I do hold my subcontractors accountable, but not at the expense of my customers! I bought a product and service from Sears! I did not hire the services of their subcontractor! Sears bears the responsibility of addressing the issue directly with me not passing me off to a sub that they hired and directed! I am not sure where this is going for me, but buyer beware for the rest of you!

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Quality of Appliances
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

NEW JERSEY -- In December 2014, we purchased a Kenmore Gas Range #790. We replaced a Kenmore which served us well for twenty years. But this model is not well made. We have had to have it serviced twice and from what we can see, the problem with the ignition is perpetual and we will need service periodically. One design flaw is that you cannot access the ignition.

In the previous model, if the pilot light went out, you could get access to it and re-light. Not with this model. There is no access so you have to have the repairman. I can't see how this design is a profit maker for Sears as it means they have to send technicians to make house calls. Next: when the oven self-cleans, it leaves marks on the oven door. I don't know if there are gas ranges in the $700 price range that perform better but I would say that based on this model, Sears' quality has deteriorated.

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GE Range
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KOSCIUSKO, MISSISSIPPI -- I would like for Sears to explain why they print a manual for the consumers and include a section for troubleshooting?? My oven stopped working, I go to the troubleshooting section, I find out the Code F3 is that the oven sensor has defected. I call Sears and tell them the code and THEY tell me it is the oven sensor. I set up a date for the service people to come and repair my oven.

They come on the date and GUESS WHAT??? They say, "It is the oven sensor!!" But the problem with all this is that when they come to repair the oven, they have no repair part on the truck! Then I have to set up another date for them to come and repair the oven and the killer to all this is...I am going to have to pay them over $80.00 per trip, just for mileage. Sears, you might as well save cost on printing a homeowner's manual!! Sears is not what it used to be.

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Letter to Sears - Do Not Buy Their Products!
By -

MINNESOTA -- "Community Relations - Improving Lives and Strengthening Communities. For most homeowners, especially those struggling to make ends meet, maintaining a home and a family may be a difficult challenge. That is why Sears Holdings is partnering with Rebuilding Together, an organization dedicated to preserving and revitalizing homes and communities. Our mutual goal is to help low-income homeowners, ranging from the elderly and disabled to families with children, live in warmth, safety, and independence. This is just one of the many ways in which Sears Holdings is improving lives and strengthening communities."

I read this piece when looking up information regarding Sears Headquarters. I wanted to comment on this. We have a family of six and struggle to make ends meet. We were fortunate enough a couple of years ago to have saved enough money before my son's surgeries and other medical issues to purchase a brand new gas-burning stove (Kenmore brand) from our local Sears store along with a brand new water heater. I did not purchase the extended warranty, because I was brought up on Sears products and they have lasted for years.

One year and four months after we made our purchases, our stove stopped working. While the burners on top work, the rest of it does not. We were told it was not covered under warranty and we would have to pay a technician to come and look at it. When I was quoted a price, I told the person it would cost almost as much to buy another brand new stove as to have someone come out and look at our stove and fix a small part, let alone find a bigger problem. She agreed. I received no further help.

We researched online and put in the problem codes given by the computer in our stove. We purchased both items listed as potential problems. This has cost us about 150.00 alone. It still does not work. Two months ago, our brand new water heater stopped working. Sears would not help. The Austin Utilities Company, however, came out and serviced it for free. I have been so incredibly disappointed in the product, lack of backing or support or even direction. We CANNOT possibly afford to buy another stove. You have no idea what it is like to be in this position.

I read about how your company does so much for the communities etc., and I find that we do not experience any of what you lead people to believe. The third time we called Sears here in town was the last, as the person hung up on me. I will not recommend your product to anyone. I have since learned there are others with the exact same stove, exact same problems occurring within nearly the same amount of time and nothing has been looked into or recalled. I found your site difficult, at best, to navigate in identifying where to send my comments to.

Sadly, I believe I will probably not hear anything and this letter will simply be tossed aside. I have, however, begun taking steps to gather my documented information that will eventually be provided to the Better Business Bureau. I regret to say that Sears is no longer a brand name that I trust or would ever recommend to anyone.

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Appliance defect and repair service
By -

Seventeen months ago my husband and I purchased a new Kenmore Range. I had purchased Kenmore products previously and was always impressed with the quality of the appliances and durability. Two months ago, while my son was trying to remove an item from the hot stove, the handle on the door fell off, the door separated into two parts and the glass in between these parts shattered on the floor. While his injuries fortunately were minor, the response and resolution and even repair to this product has been nothing less than frustrating.

I first attempted to contact Sears to inquire about the door to see if the part was faulty, had been recalled or to see if I could get support. After several days and many many phone calls to one number after another, and promises to have someone return my calls, I decided that I would have the oven door repaired as it is unusable and then re-attempt to contact someone within the organization regarding this part. (At one point I even had had a service representative tell me that this was "normal wear and tear" of this product.

When I scheduled the service technician to come to the house, he admitted that the part was faulty, that the only thing holding the entire oven door together was the door handle, and that the screws for the door handle were housed in plastic. This design has now been changed to a metal housing. I was charged $258 for service and new parts, the parts were ordered and another call was rescheduled to install these parts.

When the technician arrived a few weeks later to install the parts, he found that he didn't order the correct parts, so parts were again ordered and now another service call was scheduled. That call was to have occurred today.
Yesterday evening however, a representative called the house - spoke to my son (a child) and relayed a message. Since children do not relay messages correctly, he was unsure of what they told him, so I called Sears to see what time they were going to arrive for the service call. When I called the automated number, I was given the information that my service call was now scheduled for a day next week, and not today.

I called to speak to someone, was again given several people to speak to, was never told why a service rep would relay information to a child and was just told that my call was rescheduled for next week. Next week's service call will be the fourth time that I or my husband will have to make arrangements with work to be available for this call - all for the wonderful price of $258 for a repair of a design flaw which potentially could have caused great injury. My level of frustration with Sears and its representatives is so high, not only would I never purchase another Kenmore product, I would also highly advise anyone reading this to also do the same.

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Kenmore is no longer a reputable name
By -

BALLSTON SPA, NEW YORK -- On November 12, 2006 my husband and I purchased a $1200.00 range from Sears. This was after doing much research via Consumer Reports. The stove was delivered, set up and used for one week before the broiler element "popped" and caught fire while we were broiling a steak. The steak was finished cooking in a toaster oven.

Now, we called Sears and were told that someone would come out to fix the oven but it would not be until after Thanksgiving. Not good enough I told the call center. I was having 12 people over and wanted a new stove. I did not trust having the broiler repaired. Well, the call center person was not helpful, was actually rude and when I asked to speak to his supervisor was told that "she was out to dinner and even if she was there, she would tell me the same thing." Nice.

We were persistent and finally ended up talking with the manager of the Wilton Mall Sears who assured us we would get a new stove and it would be delivered before Thanksgiving. A very nice man who was a great help. Fast forward to November 19, 2007 when my the inner part of the front graduated in size, burner decided to crap out. (Do these ovens hate Thanksgiving?) A repair man is coming today and we will see what happens.

Here I have spent $1200 on a stove, not to mention all the other Kenmore appliances, Craftsman tools and Sears items that are in my house, and this piece of junk can't last a year without a problem? I will never, never buy an appliance from Sears again. I have the address to the president of Sears office and he and customer service will be getting a letter from me if this problem is not resolved. You know, I would love to know how the appliances that were put in all those "Extreme Makeover: Home Improvement" are doing.

Well, I have more to add to this tale of woe and ineffectual company. I received a phone call this morning that the repairman would not be here until 2:00 pm (he was supposed to be here between 8 and noon). I hung up and decided that this was unacceptable. I called back and was told that the repairman would phone me back to discuss the issue with me within an hour. Surprise....he didn't phone me.

I called again and was told that my appt. was changed to 2:00 pm because too many appointments were made for today and I was pushed back. She then told me that I could reschedule for another day. I asked the woman where she was physically located and she said the Philippines. I said, "It's the day before Thanksgiving!! I need that burner! I know you don't celebrate Thanksgiving and have no idea what the holiday means." She said, "No, but I know about Christmas." Great...I told her this was unacceptable and she gave me her supervisor - in the U.S.!

The supervisor comes on, talks to me and said she will have the repairman call me. Oh, and that the reason he was running late was because the first repair took too long, not because there were too many appointments scheduled. Well, the repairman just called, he's not coming until 2:00 pm and does not have the part for the stove, it has to be ordered.

Sears is a ** company and I pray to God they go under - it would serve them right. I have half a mind to go into their appliance dept on Black Friday and talk people out of buying their products. I spoke with the repairman when he arrived. He was not running late because his first appt. ran too long, he was running late because Sears overbooked him and does this all the time. Not just to him but to others as well.

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Lemon Maytag Range from Sears
By -

AMARILLO, TEXAS -- This range is the biggest health and safety hazard there is. Sears has tried correcting the problems, but to no avail. Now they will not do anything to stop the problem. We have the protection policy on this range that we paid for $250.00. They came to my home in December 2002 to try to repair the burners not burning correctly, propane smell in the house and a loud pop from burners and range. They returned in January 2003, the technician tightened the orifice and broke it. Another was ordered and put on the next week.

So I was without a range for a week, but that wasn't too bad. They did the repair and the smell and noise are still there. They returned again a month or so later, still unfixable. They returned and replaced the electronic clock, replaced another orifice and regulator. Still problems. Now every time I call for correction of problems, they would say we only show 1 service or 2 service calls. They returned in the fall. I've had 3 different service techs, they all agreed something was wrong with this range, it was not converting to propane the way it should. They replaced the regulator in the fall, in December and again in January 2004.

I would call and still Sears would say they only show 1 or 2 service calls replacing parts, their computers can't see back that far. I called the service department again to get it fixed, took off work early again and nobody showed up. The next week I had called again. The service tech left a message to call the lemon replacement. I did and filed a complaint. I was told I would hear from someone in 48 hours. No one called. I called today the customer service department. They said they would not replace the range due to that (popping, propane smell, blackened pots and pans, etc.) being normal. I asked the operator if smelling propane was normal? I wouldn't whiff gasoline or propane.

I then called the lemon replacement again. They filed a second complaint, not showing any complaint previous, and said I would hear from someone in 48 hours. I told them it's a repeat. I just want this thing fixed or replaced, my pot & pans have black on the bottom, it smells of propane and still makes the loud pops. I never had this problem with my old range that was on propane. Does anyone know who can be contacted higher up with Maytag or Sears? So much for a service plan or a nice new Maytag range.

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Sears Ranges Rating:
Star Half star Empty star Empty star Empty star
1.4 out of 5, based on 17 ratings and
46 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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