Sears Kenmore Elite Appliances Consumer Reviews - Page 4

PORTLAND, OREGON -- I purchased a glass cooktop from them earlier this year, used it for less than 3 months. When the glass breaks I call them and am told I have to wait for the new glass to get to my house and then they will replace it. So a week and a half later I stay home all day waiting and the tech arrives to replace the glass, to find the person who ordered the parts did not order all of them. So they order the parts "emergency" so I should get them in a day, so by Monday I'm again staying home waiting for the parts and the tech to show up and the parts don't come so the tech is delayed.

The next day after again staying home waiting for parts and a tech, the parts again didn't come. I call and they haven't even been ordered so 3 days later they finally order them and get them shipped. So I stay home yet again waiting for the tech just to be called and delayed to the next day. So the next day I'm back at home waiting again and the tech comes out to fix it, fixes it.

The next day the dumb thing doesn't work so I immediately call and they schedule a tech to come out today, well he didn't show so I called and come to find out they never actually scheduled him to come out. So here I sit without a cooktop/stove for 3 WEEKS and a tech is supposed to come out to fix it tomorrow now. If they cannot fix it then I have to wait for a new cooktop and a tech to come and install it and it will probably not be until late next week which will make it over 4 WEEKS with no cooktop.

Now almost everything that I cook is done on the cooktop, even if it goes into the oven it is first cooked on the stove in some way (ground hamburger, sauces, browning meat, etc) so I have had to eat out a good amount or improvise. Now my kids LOVE chicken nuggets and fish sticks but they are even sick of them at this point. You think they could offer some money for eating out, or a gift card to a local restaurant or something of real value to me.

So I call and talk to corporate... All I get is $100 gift card to Sears for my trouble... 3 WEEKS without a stove to cook on and waiting at home for 5 days at this point and get to again stay home tomorrow hoping for them to fix it. If he can't I then get to wait for a new one to be shipped and then wait for yet another tech to come out and install it.

I'm beyond pissed!!! A friend purchased a cooktop from another place had an issue with it similar to mine and in 2 DAYS it was fixed and had no issues. I will never shop at Sears again other to use my $100 gift certificate to buy a few filters for my refrigerator. After that I will buy generic ones from other places. So now I'm telling anyone and everyone I can DO NOT SHOP AT SEARS!!!

NEW JERSEY -- I am beyond angry at this point and I am tired of talking to people who are trained to tell me they can't do anything for me. I'm kicking myself for this but last Monday night, I called to make an appt. for service because my freezer wasn't working well. They told me it would cost $75 just to come out plus parts and labor for the repair OR I could purchase a repair warranty for $250 which would cover the repair and if the repair costs less, I could get a refund. I got the repair warranty.

They told me someone would come between 8 am and 12 pm on Tuesday. Someone finally showed up at 4 pm. No one ever called to update me that the tech was running late. The tech diagnosed the problem in 5 minutes, changed the motor on the fan (which I know was already working) and was out of there in less than 30 minutes.

That same night the freezer is still not working and now the refrigerator is getting warm so I called back and they tell me they can't get someone here until Monday of this week. I called back Wednesday morning and finally got someone who was able to schedule an appt. for me from 9-5 that day (yes, the day before Thanksgiving). At 5 pm, he shows up and after 5 minutes, he tells me my compressor is bad and it will be 5-10 days to order the part and fix it.

Plus it would be an extra $144 since my warranty only covered me to $500. I refused to pay, he ordered the part anyway and scheduled the repair for yesterday morning, Thursday. At 10:45 the tech calls because he's on the way. I don't have the part yet so he can't come. At 11 am, the part comes, I call back and I'm told the tech will come back. At 3, I call back and I'm told the tech will not call back and the next available appt is Dec. 5.

He forwards me to someone who seems to understand the situation and she says she will talk to the routing mgr and try to get me in for today or tomorrow and she will call me back. Of course, no phone call, I call back this morning and I'm given the Dec. 5 date again. The CS reps won't transfer me to the local dispatch and they won't force an appt for me because it's a 3 hour job they say. I spent about 3 hours on the phone this morning trying to get an earlier appt. No success. I tried to get my warranty refunded so I can call a local repairman. No success. The first useless appointment used up the cost of the warranty. I am livid at this point.

At the risk of sounding like a spoiled brat, I want my refrigerator fixed ASAP! I have a 3 and 4 yr old and trying to provide meals for my family using a dorm size fridge for 2 weeks is unacceptable. The worst part is that I did not get one sympathetic cs person out of the 20+ that I've spoken too. They must hear my same sob story all day every day. It's ridiculous. A 4 yr old unit should not be broken so soon in my opinion. Not if it were a quality product.

MALTA, MONTANTA -- Sears, Roebuck and Company have outlet stores around the nation in smaller towns without a Service Department. Yet these smaller outlets continue to sell appliances to customers with the "understanding" customers can still get great service. The Service Departments have been moved to larger cities to cut costs. In my case the nearest Sears store is n Havre, Montana (90 miles away) and their Service Department is in Great Falls, Montana (200+ miles away). Below is my story and what has and has not happened since the purchase of a new Kenmore washer:

My 25 year old Kenmore washing machine broke on 05/06/07. I purchased a new Kenmore washer ($599.99) from a Sears in Havre, MT on 05/13/07. It was delivered on 05/14. I used it that evening and noticed the washer moved out of place 3-4 in during the spin cycle. I used it again on 05/16. This time it moved out of place about 12 in. Although it seemed odd I used it again on 05/16 until I could tell Sears and have a Service person come look at it.

While upstairs I heard loud noises coming from the laundry room. I found the washier had "walked" across the room 2-3 ft and was banging itself against the wall. I turned it off, put it back in place, and found it had damaged the wall and the linoleum floor. I called Sears in Havre on 05/17 and told him what happened and I wanted the wall, floor, and washer repaired by Sears. He said I would need to get an estimate and that he would have a Service person fix the washer on 05/24.

On 05/23 I received three messages from Corporate Sears (1-800-469-4663) that I needed to reschedule my appointment. I called the number and talked to a person with Badge # **. He said that the earliest a Sears service person could come out was 06/07. I told him this was unacceptable. I had already been without a washer since May 6, and I was willing to wait until 05/24 for service but not until 07/07. He instructed me to call the Sears corporate office during work hours and talk to them.

On 05/24 I talked to 5 different people at the National Customer Relations office. Each time repeating the story and that I wanted Service on 05/24, like I was originally told, not 06/07. They told me all systems were down and would not be able to send someone until 06/07. I told them this was unacceptable, that it was costing me valuable time and money to wash clothes in town. I told them I wanted my wall repaired, and the linoleum floor replaced to our satisfaction.

The Sears Recovery Team representative (Helen) told me that may be they could get someone out On 05/31. I told her this was still unacceptable but to schedule it since it was apparent they were not going to help me any sooner. I've been a loyal Sears customer for over 25 years because of the quality of their products. But because of their lack of reasonable SERVICE I want a FULL REFUND (including delivery fee of $90), the wall repaired and the linoleum floor replaced by Sears.

I was called by another Sears representative (Sears One Source, central Texas) yesterday 05/29, 5:30 pm, to verify what had happened. His name, Oscar, had his facts wrong. His notes said there was water damage, which I never claimed. I asked Oscar about who was taking care of the repair to the wall and floor and he said I would have to call the Sears Recovery Team for claims (1-800-690-5650). I told Oscar I wanted my wall repaired and the linoleum replaced and a full refund for the washer ($599.99 plus $90.00 delivery). He said that he could only refund the cost of the washer.

This is not acceptable to me because the delivery service lacks the SERVICE aspect of the purchase. I called the Recovery Team for claims on 05/29 at 5:41 pm and talked to Luis. He too though there was water damage. He told me that a Technician would be coming out tomorrow 05/30 to verify the property damage. This is the first I had heard someone was coming to look at the damage. No one from Sears had told me this. Where is the Service Sears so proudly boasts. I was called on 05/29 that someone from Sears claim department would come to look at the damage on 05/30. They never showed. I am no longer interested in keeping the washer.

ATLANTA METRO -- I wrote a letter to our company as a last ditch effort to have Sears return fraudulently sold merchandise to me without the 15% restocking fee. Fortunately for me my company has a vendor relationship with Sears, so I had a higher authority to go to that was in my own company and my 3K transactions is nothing compared to the potential loss of millions to Sears.

It is a lengthy tome, but in truth it could have been much, much longer if I wrote down each and every problem I had with Sears. I will never get those 2 weeks of my life back. I am now without any of these appliances and feel completely betrayed.

While I realize that Turner is not responsible for any of this, I wanted to bring it to your attention that I have already done the following in regards to my purchase of the following appliances from the Sears Outlet Store (Sugarloaf Parkway).

Filed a complaint with the Better Business Bureau. Contacted the Attorney General's office. Hired a Private Detective and have begun the investigative/due diligence process to bring suit. Initiated Credit Investigation by Amex for portion of balance not paid with Sears Gift cards.

If in one day Sears Outlet does not remedy the situation then I will contest the portion of the charges that I paid with my Sears Gift Cards (purchased through Insider's Advantage). As much as I would hate, I would post this information on our Bulletin Boards essentially warning folks not to shop at This outlet store. Especially with Sears Gift Cards as one has little recourse. Here is "short" version of the events:

Last week my girlfriend and I purchased 3 appliances from the outlet stores: Washer (679.93), Dryer (424.50),
Refrigerator ($1577.40). Their selling point, as you are probably aware, is that if you can live with some "Dings and Dents" then you can pay less. What they don't tell you is the Fraud/Deception they use in selling those appliances. They said that all products are tested and certified by a repair shop before they reach the sales floor. That is not only a lie, I have come to find out it's quite a joke.

I have contacted the Sears outlet and discussed all the issues listed below in trying to reach a satisfactory resolution. Since they have not, I was forced to do the aforementioned. You should also know that I spent over an hour and a half on the phone with their National Customer Service number, but was told again and again that I was contacting the wrong number.

I called back several more times to the other numbers they had given to me with the same result. The kicker was that I finally reached a woman who said that she was so sorry that I had to wait for an hour and half on the phone, she said she was going to transfer me immediately to someone who could help. She put me on hold and then hung up on me.

Refrigerator: Not only does the refrigerator have the cursory Dings and Dents it came absolutely filthy, with onion peels, dried egg. For the incredible discount I was more than able to look the other way. However upon installation I discovered that someone had put scotch tape over the vents in the refrigerator. Well wouldn't you know it.

The next day everything in the refrigerator was frozen solid. The bottom-line was that the refrigerator never was inspected or certified by a repair shop before going on the sales floor. If it had I believe any repairman with any integrity would not allow a refrigerator with scotch tape obviously covering the malfunctioning item. 1 service man came by on Friday, saying that the temperature gauge within and on the backside of the appliance is obviously not working. One would also guess if the refrigerator was indeed inspected and repaired they would have encountered and fixed this issue.

Washer: When I got home I checked online to see "how good of a deal" I got. Without getting into the details I couldn't find my model online. The long and short of it is that they basically put the "Frame" of a higher end model on a lower end model. I contacted the store manager to see how this could be. He basically said they only charged me for the lower end model, so it wasn't a problem. I told him that was like putting the Body of a BMW 5 Series on a 3 Series. The consumer doesn't know enough about engine types to know the difference. They would, as I did, assume they were getting a great deal on a 5 series.

These conversations all took place on Friday while the washer was "working". Well guess what happened on Sunday, after the 3 load of laundry. That's right, the washing machine stopped working entirely (no power gets to it). Not only that, but it has a locking mechanism so now all my clothes are now trapped inside. Dryer: While it does make strange noises for a brand new machine and doesn't do such a great job of drying, as of yet nothing remarkable.

Proper Resolution: I am looking for Sears to come and take all these appliances out of my home. I am also not going to pay the 15% restocking fee as both these items were sold by deceptive and fraudulent means. Thanks and I look forward to your assistance in this matter.

NEW YORK -- Both my new Kenmore HE3t Washing Machine and Kenmore HE4t Dryer Electronic Control boards went. The cost if not under warranty would have been $ 595 parts & labor for the Dryer and about the same for the Washer. With units costing in the range of $900-1200 I was told as a remedy to purchase an extended warranty for 3 years costing another $300 for each unit.

At this point I'm forced to purchase the extended warranty in order to cut my losses. What a shame! I owned Maytag Washer and Dryer knob style controls for 15 years. The only reason we upgraded was for looks. What a mistake!!! The only restitution I have is to get this info out to all before purchasing SEARS/KENMORE PRODUCTS. Read below my letters sent to Sears Holdings/CEO Alywn Lewis and no response as of yet from anyone at Sears.

I have been a faithful customer indoctrinate into the Sears Family since my Dad would only purchase tools and such because of the commitment made by your company into quality and service. I can remember as a small boy in the late 50's my Dad returning a used grease ridden Craftsman crescent wrench and walking out with a brand new replacement and to quote my now past on Dad “Got to Go to Sears”. Too bad he couldn't have coined the phrase that he beat out Modell's on that one. Enough of this but as you can see from my timeline below I haven't had the same experience with my dryer repair.

Sat. 8/12 /2006 Contacted Sears Service Unit control panel would not turn on unit The earliest possible service appointment would be avail was Wed Aug 22nd, which is 10 days from the initial service request. Mon 8/14 Contacted service and they confirmed that appoint. Which I felt was unreasonable. Mon 8/14 Contacted Sears Service and requested the main Sears Holding telephone # 847-286-2500 and requested assistance and I was put through to the ONE SOURCE DEPT. 800 479-5899 and was given a WED 8/16 appointment.

Wed 8/16 Serviceman came and diagnosis two parts were required #8546219 & #280100. Which he ordered but failed to tell me that they would not be avail for install till Wed 8/22. Wed. 8/16 I contacted parts and both parts were in stock and could be shipped from Mobile, Alabama. Wed 8/16 I contacted Sears ONE SOURCE and informed them of my success in and Judson expedited shipment to arrive Friday 8/18 and install on Monday 8/21.

Thursday 8/17 part #8546219 was delivered. One of the two parts expected. Friday 8/18 Awaiting Delivery of part # 280100. No delivery was made and no contact was made by ONE SOURCE Dept. Friday 8/18 5pm I contacted ONE SOURCE and spoke with Mabel who informed me that the part seemed to be on back order till Friday 9/1.

At that point she extended me the following: 1yr Extended Warranty, 4 Week laundry reimbursement at $ 25 per week totaling $100. Dryer Rental Reimbursement of which I told her that might be quite difficult due the fact that my dryer is gas and it was not that easy but she suggested an electric unit. AT that point I told her I would investigate a rental company. 30 day New Replacement Dryer on 9/12 if a part could not be retrieved by then. She proceeded to tell me to contact ONE SOURCE on Sat 8/19.

Sat 8/19 I contacted ONE SOURCE and spoke with CHAY and she confirmed the part delay and she extended me the following: 6mos Extended Warranty, 4 Week laundry reimbursement at $ 25 per week totaling $100, 45day New Replacement Dryer from 8/12 if a part could not be retrieved by then.

I asked her why and how did things change from when I spoke with Mabel/ONE SOURCE just the day before and today. Chay informed me that there was only 6mos EXTENDED WARRANTY, 3 week laundry reimbursement, no rental dryer option, and now it would take 45 days to offer New Replacement Dryer. Her answer was that she could not answer that also inferring her colleague's lack of information or misinformation.

Mon 8/21 11:15am called ONE SOURCE/Connie and again confirmed Sept 1st part delivery. Mon 8/21 11:30am contacted Parts-/National Parts Direct 800 252-1698/Shriffa and the part was $364.99 and avail for a Tuesday 8/22 delivery.

Monday 8/21, 11:45am called back to ONE SOURCE and spoke with Doug. I informed Doug that I was in touch with the National Parts Direct and the part was available. Doug arranged to have the part located by the NATIONAL PARTS SOURCING and said the part would be shipped in 24 hours.

To summarize I myself contacted the National Parts Direct on two separate occasions and both times I was informed that the parts were I stock and I could have ordered them for immediate delivery. Then why was it so difficult for SEARS ONE SOURCE to order from SEARS PARTS DIRECT. In addition the miscommunication from the various staff members in the same department. Why does a consumer and his family of four have to go through such aggravation not to mention time to have a vital piece of equipment repaired? What a Debacle!

Kenmore HE3t Washing Machine 10/2 broke down: “Fail” Reading called in Mon Evening during our holiday Yom Kippur told to call Tuesday 10/3 A.M... Was told warranty expired on Monday 10/2. Can you believe that! Spoke with the Sears Recovery Team/ Mary 800 469-5899. Free Service Extended Just has Repair Tech call in and ask for the Recovery Team. Scheduled Date give for repair was 10/10 by the Recovery Team but told to call back to ONE SOURCE to see if they can schedule an earlier repair. Called ONE SOURCE 800 479-5899 open 8:45am EST.

Called One Source 9am/Monica badge ** of no help. Informed me there was a policy change and she could not move the appointment up soon than 10/10. Called back to Sears Holding telephone # 847-286-2500 Naomie/National Customer Service. Didi/Tela Services no availability. On Waiting List. Call back National Customer Service. Appointment finally scheduled after 4 attempts. Called back to Sears Holding telephone # 847-286-2500 and they put me through to National Customer Service who put me through to Recovery Dept and was able to schedule me for Wed. 10/4 for 8 am 5pm. Now 10/12 8am-12noon. Recovery/Sylvia.

Day 10:10/12 repair part ordered Electronic Control Board Div 26/110/8 #8182687. 10/12 called One Source/Lyon after tech came out 5:30pm. Part will expedited and arrive by Mon.10/16 800 479-6351, Day 15: Part Delivery Promised 800 479-6351.

NEW MEXICO -- Purchased a Sears Kenmore Elite refrigerator July 2015. Took delivery several months later, when house was completed installed this refrigerator December 2016. September 2, 2017 this refrigerator quit working. It is under manufacture warranty. Sears has not repaired it nor have they replaced it. I have spent untold hours trying to resolve the issue. Sears customer service and customer care have been useless and six weeks later still no resolution.

PENNSYLVANIA -- We bought a "KENMORE ELITE" refrigerator 2 yrs ago and the fan/control board has already gone out. Cost us over $600 to repair. Apparently, the manufacturer (LG) had a programming issue with their control boards, which caused ice to form around the fan. Instead of LG fixing the problem they caused they are passing the cost to consumers. DON'T BUY KENMORE ANYMORE. QUALITY HAS DISAPPEARED.

YORKTOWN, VIRGINIA -- Fridge is 2 years old. Was told no warranty so called a local repairman. He told me bad compressor and it is covered for 10 years. Called Sears back and had to wait 8 days for technician. Was promised he would have part to fix fridge. Sears just lies and passes the buck. Without Fridge for another 3-4 weeks. Will never buy Kenmore or LG again. Terrible customer service and product.

SAN DIEGO, CALIFORNIA -- I purchased Kenmore Bottom Freezer Refrigerator, model 795.7130 from Sears outlet on 05/06/2012 in San Diego for $1271.93, plus taxes, plus non refundable delivery, plus 3 years protection agreement, the total was $1780.18. Since the delivery it has been making a loud non stop noise. I can't stand it! It feels like I am on a plane. I hate it! Besides, the french doors are uneven, one hinge is defective, one plastic part of the french door is broken.

I stopped by the outlet requesting the refund. In response I was told that I have to call a technician who has to determine that the product is not repairable. Well, I did not get it... I just want to return the defective item and get my money back! Why do I need a technician? If it's a part of Sears's return policy, then I believe, it must be displayed at the entrance to the store, and at each cash register saying: "we don't accept returns unless our technician determine that item you bought is not repairable".

Besides my receipt states: "If for any reason you are not satisfied, simply return your purchase..." What is going on? Sears is not Sears anymore. I should have stopped doing any business with Sears since my previous purchase - glass cook-top arrived broken in half!

RANCHO CUCAMONGA -- I purchased a Kenmore Mini Fridge in December of 2008 and got the Sears 2 Year Warranty. It worked great until 4/15/10 when it just wouldn't keep anything COOL anymore. So I sent it to the local Sears Repair Center 4/17/10 and get a call a few days later 4/19/10 saying it will cost me $172.19 for repair parts. When in the first place I originally paid $100 for the unit. Not 1 time while I was on the phone getting the run around & (hung up on, mind you) did the reps tell me what parts exactly I would be paying for and how they even came up with the price of $172.19 is beyond me.

They were basically trying to put the blame on me saying I destroyed the unit. Before I had taken the unit in I noticed a hole at the backside top of the fridge and it looked like it exploded. They said due to frost that it damaged the cooling freeze or whatever. There was very little frost when the fridge wasn't producing cold air.

The compressor tank on the bottom of the fridge was super hot when I had it unplugged. I mean what if it was left plugged in. It could have blown up or started a fire I should sue their ass. It's just unacceptable. So I told them to keep the piece of crap and dispose of it because there was no way I was paying the ridiculous fee. Warranty's = Free money for Sears DON'T BUY IT!!!!!!! BUYER BEWARE!!!