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Sears Cabinet Refacing

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Cabinet Refacing - Laminate Peeling Back
Posted by SnyGuy75 on 06/14/2009
We had Sears come and reface our kitchen cabinets in 2006. By 2008 most of the laminate had begun peeling back. I applied some adhesive which held for a few months but by 2009 it is peeling off to the point where something must be done.

I called the contractor who did the work and they refuse to come out because it is out of 1 year limited warranty.

I read some other reviews and this seems to be a common problem. I strongly urge people to avoid using Sears to reface cabinets as the contractors they use are not helpful and Sears provides no help in resolving issues once the work is done.

     
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Posted by catching up on 2009-06-16:
With so many good woodworking shops out there , why would you use sears.
They only contract the work out to God knows who.
Posted by Lifemates on 2010-10-24:
sounds like very bad workmanship if the laminate is peeling off after only 2 years.
Posted by Jim on 2012-09-17:
Seriously- Did you call Sears and tell them about this? You do know that there is a lifetime warranty on the cabinet refacing, don't you? I would encourage you to contact their service department and don't take no for an answer. For me Sears has always been the kind of company that would go out of their way to make things right, they aren't like Home Depot or Lowes. The last thing they would want is for pictures of a problem reface job out there on the internet.
Posted by RVA on 2013-07-01:
Have you tried to use your warranty? If the cabinets are peeling, it's a manufacturers defect, not an installation defect. Look at your receipt and call the warranty number.
Posted by zina on 2013-07-07:
We also had our cabinets refaced. Sorry we did because ours are peeling as well. My neighbor said beware of refacing as hers were peeling too. It's a very common problem I guess. Ikea here we come..
Don't waste money on refacing. It's like a bandaid-only lasts a short time.
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Never Reface your cabinets with SEARS!
Posted by GoPack11 on 08/27/2011
I had my kitchen cabinets refaced with Sears in Oct. 2010. After 1 month the corners started lifting and chipping. They have been out 5 separate times to "try" to fix the problem, telling me it was a bad batch of glue. Really? 5 times in a row I get a bad batch of glue??? It has now been 10 months dealing with this problem. NO ONE ever returns calls from Sears. You have to keep calling and calling until you get ahold of someone. They tell you everything you want to hear, and then NEVER follow through with it. Their customer service is horrible! I am in the service industry and would never treat my customers this way. I've been spreading the word everyday to people to NEVER have their cabinets refaced by Sears. I am currently trying to get my money back and I will rip all of these cabinets out and start from scratch with another company.
I am so dissappointed! I did so much research before spending $10,000 on refacing my cabinets. I just wish I would have read a review like mine and saved myself $10,000 and a headache for the past 10 months!!! Please, do yourself a favor and DO NOT go with Sears for refacing, you will be miserable!!!
     
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Posted by Nohandle on 2011-08-27:
What exactly GoPack11 is refaced? The reason I'm asking is I had all the doors replaced in my kitchen and laundry room perhaps 8 years ago. The cabinets were left in place only the doors that had become warped through the years were replaced. There was no glue involved, just solid wood. $10,000.00 sounds excessive for something that can lift and chip. I'm interested so add a little to your helpful review.
Posted by Anonymous on 2011-08-27:
Thanks for pointing out the obvious.....
Posted by SearsCare on 2011-08-30:
Dear GoPack11,
My name is Laura with Sears Cares; I found your post here and I want to apologize for all the difficulty you’ve had with your kitchen cabinets. From your post I can see that this has been a source of great frustration as we have been out to your numerous times and the issue has not yet been resolved. The lack of customer service you detailed is also of great concern as it should never be so hard to speak with a Sears representative. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have failed to meet these standards for you. We would very much like to speak with you regarding your experience and see what can be done to rectify this situation. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will contact you directly to discuss this experience. In the email, please provide a contact phone number, the phone number the cabinets were serviced under (if different than the contact phone number), and please do include your user name (GoPack11) for reference to your issue. Again, we are very sorry for any inconvenience and thank you for the opportunity to address this situation.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
Posted by Mike on 2012-03-25:
Sears does 100's of refaces a year, so seeing a complaint here or there doesn't really say much. You just can't make some people happy. But as it appears Sears is willing to make as many service calls as it takes to make someone happy
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Shabby Cabinet Refacing
Posted by J9 on 04/17/2008
NEW JERSEY -- In 2004, I had my cabinets refaced by Sears. Each year since that time, the facing has come loose from the cabinets. They have come out and repaired it each year and still it continues to peel away from the cabinets.

To get them to come out each year, was like pulling teeth. Now it is 2008, they are saying my guarantee has expired and they will no longer honor any other repairs. In addition, the contractor they used is no longer in business so they have no records of my work on file.

It is horrible. I don't know what to do after I have invested close to $20,000 for this job to be done only 4 years ago. The Better Business Bureau says there is nothing else they can do but suggest I take them to small claims court.

I do not recommend them to anyone. I will also tell anyone who will listen about my bad experience.
     
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Posted by tander on 2008-04-17:
Another good old Sears complaint, why don't they do people a favor and go out of business.
Posted by Anonymous on 2008-04-18:
I agree with Tander.
Posted by Anonymous on 2008-04-19:
I believe that sears just acts like a jobber.
In other words they take your order and money and farm the job out to an independent contractor.
Easy money for sears.
The first mistake you made was not going to a cabinet making company .
If you had done this , this problem would have never happened. Sears should be held responsible for what the contractor , that they hired screwed up.
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Sears Is The Worst
Posted by Piodi on 09/19/2007
RHODE ISLAND -- I am in the process of refacing,there is more problems with the quality, re-ordering wrong parts etc.

It cost me thousands of dollars and the laminate is not bonding and has been repaired twice and is still coming apart,the doors are thermofoil which looks pretty but already has dents. I could go on.It was a big mistake getting Sears, they doe an awful job.

It takes them only 2 days to do it but its taking months to repair what was rushed. Don't get Sears,you'll regret it!!!!!!!!

     
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Posted by squeekie on 2007-09-19:
alot of times sears, home depot ect use outside contractors. I agree sears is responsible for the crappy work. How long have you waited for the repairs? and how many times have you called?
May i suggest keeping a log, write down day and time of call, who you spoke to ect. demand to speak to a supervisor or management. get the name of the company that did the work. and start calling them as well. I would also call consumer protection agency, your AG office and BBB (but BBB is more for the company than the consumer)
Posted by Anonymous on 2007-09-19:
I hate to say this , but your first mistake was going to sears.
They take your money and use outside contractors to do their work.
All sears does is take the order , take your money ,then your at the mercy of the contractor. Sears , just gets a percentage of the money.
This is great for Sears they don't do anything but take the order.
Posted by Anonymous on 2007-09-19:
I agree with both of the above.
Posted by Anonymous on 2007-09-19:
I agree with Lidman. <;).
I voted Lidman as 'Very Helpful'.
Posted by Anonymous on 2007-09-20:
I wonder if we can get enough people together on this site and elsewhere , to stop shopping at sears. Maybe then we can get their attention. Money talks.
Sears
3333 Beverly Road
Hoffman Estates, IL 60192-3322
attn: customer service
Posted by ServiceGuy on 2007-11-27:
Ninny why are you so negative. I have only positive experience with Sears.
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Cabinet Refacing
Posted by Heidispidy on 12/29/2011
CALIFORNIA, CALIFORNIA -- I have been a loyal Sears customer for years. I had my kitchen cabinets refaced in 2003. I have been arguing with Sears since 2008 over the peeling of the cabinet doors. I have a paper that states Lifetime Warranty but apparently its a lifetime LIMITED warranty. They want to charge me 1000.00 more dollars on top of the 9,000 I originally paid to fix the problem. I would suggest to anyone thinking of having their cabinets refaced not to use Sears. They are a nightmare to deal with and when you call to complain you just get an operator, who basically knows nothing but how to answer the phone if that.. Find yourself a reputable cabinet company that you can deal with directly and not get the run around.
     
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Posted by At Your Service on 2011-12-29:
Whether or not the complaint is legitimate I can't say. But it is important to understand that just about any warranty coverage has limitations and one should always know these limitations. For example, most electronics are not covered if a problem can be shown to receive improper power input.
Posted by ChuhBaca on 2011-12-29:
That's too bad. While I don't really have any advice on how to deal with Sears other than the typical routes of contacting the BBB, I can offer my cabinet experience.

We had heard stories of drastic sticker shock for professionally installed or even just refaced! We purchased the "Ready to finish" oak cabinets. We had a fair amount of cabinet space. It took a lot of effort (especially the trim work) but we replaced our cabinets completely for about $1200.
Posted by Venice09 on 2011-12-29:
"Find yourself a reputable cabinet company that you can deal with directly and not get the run around."

That's good advice. I wouldn't use Sears or any other chain for home improvements. They're too expensive and do not offer personalized service.
Posted by Old Timer on 2011-12-29:
+100 Venice!
Posted by trmn8r on 2011-12-29:
I shopped around for 2 months before choosing a local cabinet maker. I got widely varying estimates, several clustered around $3,500, a few around $5,500 and one $20,000.


My memory is all the lowest priced stuff, which included a Home Depot quote, was noticably subpar in both finish and hardware. The $20,000 quote was for top-end cabinetry and hardware.

The middle of the road quotes were for cabinets with solid hardwood doors and cabinet fronts, with selected areas of veneer.

I chose the middle of the road, and have been very happy with them. I know you did refinishing, not new cabinets. My point is shopping around is very important IMO. I'm sorry you experience was a bad one, at that level of investment.

It would be interesting to know more details about the problem (veneer lifting, etc) and what the limited warranty covers and what it doesn't cover.
Posted by SearsCare on 2011-12-29:
Dear heidispidy,

My name is Robert and I am part of the Sears Cares Escalations team. I’m sorry to hear about this issue with your Sears Home Improvement experience. We would like to look into this on your behalf to see how we can resolve this to your satisfaction. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (heidispidy) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.



Thank you,



Robert B.

Social Media Moderator

Sears Social Media Support

Posted by Laura on 2014-01-08:
I also had Sears reface my cabinets in 2008 and mine are peeling also! Buyer beware! Now I too must pay the 100 charge to have a service tech look at their poor quality work. My warranty should still be active, but it's irritating I need too pay for their poor workmanship.
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Sears Cabinet Refacing
Posted by Heidispidy on 02/18/2011
CALIFORNIA -- I contacted Sears to do a kitchen remodel. I have had nothing but problems with my counters and cabinets. Cabinets started to peel and chip contacted Sears they don't respond according to my records I have a lifetime limited warranty..LIMITED is correct. I paid over 9,000 for the cabinets and counters and now they want to charge me over a thousand to come out and fix their mistake. When they installed my counters they mis measured the counters so the counter tops were a half an inch away from the wall, their idea of fixing this error was applying a piece of wood stripping across the back of the counters so you would not see the gap. What a joke, the stripping is now coming off and looks awful. This was their mistake but yet they want me to pay them more money to fix it? When I spoke to a representative regarding my warranty and unhappiness with the situation she just conveniently could not find any of the previous work orders or phone calls regarding this. Sears is severly over priced for the quality of work that you receive, then you spend all your time on the phone with people who are useless. On my way to speak with my attorney, maybe they can get somewhere with this.
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Company Response on 4/1/2011:
Dear 145595:

My name is Susan and I'm part of the Sears Cares Team. I found your post here and wanted to reach out to you and offer assistance. I am very sorry about the problems you were having getting your cabintry repaired in a timely manner. I can definitely understand the frustration you must be feeling over this situation. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please send us an email to our office at smsupport@searshc.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (145595) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.
Sears Cares Team
     
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Posted by Skye on 2011-02-18:
Your attorney may not want you discussing your case on a public forum. Not everything is a a lawsuit.

What does your warranty cover? Why do they want you to pay another $1000.00, for warranty work?

Posted by jktshff1 on 2011-02-19:
Local cabinetmaker is a better choice.
Posted by SearsCare on 2011-02-21:
Dear Heidispidy,
My name is Marcus and I am part of the Sears Social Media Support Team, and I am very concerned about what I have read here, pertaining to your experience with Sears Home Improvement. I want to apologize about the unsatisfactory service that was rendered to you by our improvement team concerning your counters and cabinets. I would like the opportunity to reach out and speak with you about this situation so that we can address it and make sure that Sears fixes the error and you are taken care of as a customer. Please know Sears does value you as a customer and we want your experiences with Sears to be pleasant. We would like the opportunity to help and keep you a satisfied customer. Sears Social Media Support Team is the single point of contact for all escalated concerns which means we step into the situation and handle it from start to finish with one Case Manager. At your convenience, please contact my office at smsupport@searshc.com so you don’t have to continue to be impacted by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (heidispidy) for reference to your issue and we do look forward to talking to you soon.

Thank you,
Marcus C.
Sears Social Media Support Team
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Kitchen Cabinet Refacing, Countertops, and Back Splash
Posted by Barbara.harding on 03/27/2013
GREENSBORO, NORTH CAROLINA -- I ordered new solid counter tops and back splash first then decided to reface cabinet doors in kitchen. First ordered on Feb 27 then ordered cabinet refacing. Still waiting on cabinet doors and was told they had to wait for them to be installed before they could do templates for counter tops. This has taken longer than my friend in Charlotte NC who had a quick response from Sears. These jobs are contracted out to other companies who probably take care of their customers before Sears customers. This stinks and I will never go back to a Sears store, ever. Sears reputation has plummeted. Old Sears does not exist anymore.
     
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Posted by ok4now on 2013-03-28:
When it comes to this type of remodeling I would never trust Sears, Home Depot Lowe's etc. They use subcontractors so it's hit or miss and more chances for problems. You are correct...The old Sears does not exist anymore.
Posted by SearsCare on 2013-04-01:
barbara.harding, I'm sorry for the inconvenience and frustration you are experiencing with getting your cabinets and counters Installed. From your post I can see that this has been a source of great frustration for you .My name is Dianne and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you. Please send the following information – contact #, screen name (barbara.harding) and the phone # used at time of purchase to smadvisor@searshc.com.
Thank you,
Dianne D.
Social Media Moderator
Social Media Support Team
Posted by disgruntled on 2013-05-24:
You're right... 'old Sears does not exist anymore". I use to work for Sears in Santa Monica. It was a wonderful store where the sales person had the power of satisfying the customers, even if it cost Sears a little money. Nobody at Sears has that power anymore and the managers will argue with you
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I Would Never Recommend Sears Cabinet Refacing
Posted by Fredericks5 on 04/29/2012
I had my kitchen redone by Sears Cabinet Refacing approximately 10 years ago. At first it looked great, but 10 years down the road the facing is falling off. I paid a great deal of my money for this cruddy job, and now it's no longer warranted. I should have done it the right ways and put up new cabinets, it couldn't have been any much more expensive!

     
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Posted by clutzycook on 2012-04-29:
Nothing lasts forever, unfortunately, and 10 years does seem like a good long time for a refacing to maintain its good looks.
Posted by ok4now on 2012-04-30:
I have to agree with clutzy on this one. You got 10 years of service out of the cabinets, be happy. If you had your car repainted and it lasted 10 years you would have gotten your monies worth. It's now time to replace those old cabinets and get some new ones.
Posted by JISCal2 on 2012-04-30:
I am not sure how long refacing should last, but the fact that anything Sears was involved in lasted ten whole years shocks the crap out of me.
Posted by SearsCare on 2012-04-30:
Dear fredericks5,

My name is Stephanie L. and I am with the Sears Social Media Escalations team. We have just come across your post and wanted to reach out. Please accept our apologies for any frustrations the conditions your cabinets are now in have caused. We would like to contact you and further discuss your situation. At your convenience please contact our office via email at smsupport@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 cabinet resurfacing 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 fredericks5, you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Stephanie L.
Social Media Moderator
Sears Social Media Support
Posted by Peeling on 2013-05-19:
Our laminate cabnets are less than 2 years old and they're peeling. Sears customer service has been an absolute nightmare to work with. If you call regarding the warrantee (as I did) everyone is "out of the office." I had to lie and pretend I was a new person, requesting new cabnets to even get a call back. Horrible.
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