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Sears / Kenmore Elite Refrigerator

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Consumer complaints and reviews about Sears / Kenmore Elite Refrigerator

Twins06 Send email
 
Jul 6, 2017

Kenmore Elite Refrigirator

I purchased a Kenmore refrigerator in 2013 from Sears. In June 2015 my refrigerator stopped cooling. I had lost 200 plus dollars of groceries. I contacted Sears warranty department and it took them several weeks just to come out and diagnose it. They ordered the control panel and took 1 week to come out to install. After replacing it it was not the panel they than ordered the compressor and that took several weeks. The technician came outing it still did not work. After 3 months I went to talk to the manager at Sears in Montclair, Ca. he than exchanged our broken refrigerator for a newer Kenmore Elite Model.That was delivered in August of 2015. July 4th 2017 I woke up to serve milk and my refrigerator was networking. Now after having the warranty expire in October of 2016 there is nothing Sears nor Kenmore will do. Why if there are so many problems has there not been a class action law suit? Sears is nothing but thieves! Taking peoples money selling Lemons!!! Sears only offers 1 year warranty and a extended warranty. Why does Howards Appliance sells LG which is pretty much a kenmore have a 10 year warranty on compressor. And 6 year warranty offered at 499.00. I had to go out today and purchase a new refrigerator. Sad that there is no control on selling such expensive necessities at poor workmanship! Sears does not stand behind there products!!
flusteredinaz Send email
 
Dec 15, 2016

5+ month nightmare - Kenmore Elite French Door Refrigerator

In August 2011 I purchased all new appliances for my home following a devastating house fire. First time ever I would have all new appliances, wanted to make the best decision, my parents always bought Kenmore, and I got there hand-me-downs as they upgraded, never had a problem one throughout the years.

So with that being said, I purchased all new Kenmore appliances for my home, one of them being a Kenmore Elite French Door Refrigerator, which in 2011 was an expensive refrigerator, over $2,000.00 .

Now onto present day, on July 9, 2016 my Kenmore Elite French Door Refrigerator just quit working, woke that morning to find my refrigerator warm, all the food warm and thawded, and water from the ice dispensor in the door all over the floor. I was leaving town to welcome my new grandbaby to the world the following day, so I call Sears Home Services told them the issue, they were not able to help me over the phone, so they wanted to schedule service. But of course they sold me the Service Agreement, because my original service agreement had expired. prior to any scheduling, and since I was going to be out of town for almost three weeks, they suggested I call back to schedule the appointment once I return.

Well I call to schedule an appointment for service after my return and of course it was 3+ weeks out, so in August the tech comes for the 1st service call, they give you a time of 8am - 5pm for arrival, so I took the day off to wait for him. The tech arrived, he was not pleasant and was rude, didn't seem to want to do his job, he looked a the refrigerator said he was ordering parts and to call the 800 number when they arrive.

So the parts arrive in a few days, I call the 800 number, well the next appointment available is over 2 weeks out, so ok I wait. He comes the 2nd time, he is mad because I had to leave work to meet him, 6 minutes away, and was not there when he arrived, isn't in my home but only 7 minutes, picks up the new parts, says he has to order more, takes the new parts to his van, tells me he will be back in two weeks, but to call the 800 number again when the parts arrive to get a sooner appointment. So the parts arrive in 2 days, I call and the soonest appointment is two weeks, the original date he had already given me, so I wait.

So we are now on the 3rd service call, he doesn't call before his arrival, luckily my adult son was home, my son calls me to tell me the tech is there, the tech comes in, picks up the new parts, opens the freezer and refrigerator and leaves before my son and I can even get off the phone. Leaves a receipt with more new parts ordered and a scheduled service date for next service three weeks away!!! I call the 800 number and complain about this techs service, wanting to know what he is doing just taking the parts and not fixing or attempting to fix my appliance. Sears Home Service has no response because they had nothing from the tech.

Well the latest parts arrive, I call the 800 number and what do you know I finally get through to someone who speaks english, and she is trying to be more than helpful, puts in an emergency order and gets me an appointment for in 2 days!!! By this time, I have am losing patience, it has been over a month since we started with service calls and over two months since I have had a refrigerator.

Now onto the 4th service call, well I took the day off work to make sure I did not miss the tech, I had questions and wanted answers as to what all he had done to the frig. Given I am a single woman, no knowledge of appliances, so I am trusting this tech to do his job and do it correctly. Well to make this already long story shorter, I set my phone down it rings one ring, then nothing, I tried to call back, it goes to the sears tech's voice mail, then I get a text message from sears, your technician has arrived. hmmmm I must have been blind that day, but I don't see him. So I call the 800 number, they actually argued with me that he was there LOL!!!! Anyways by this point I am totally frustrated, I just want my refrigerator fixed!!! So the following morning I go to my local sears store where I bought the appliances, well I find out they have nothing to do with nor can they do anything regarding Sears Home Services, they are not part of Sears. So back to the 800 number I go. It took 6 phone calls to get through to someone who seemed like they could help, they took my complaint and noted to not send the same tech to my home, and scheduled another appointment, Ha Ha, guess what .... yes two weeks out.

So 5th Service call, new tech, very nice and professional, can't believe what I have gone through with the previous tech, can't believe the tech took the parts, so now we are back to square one. So he spends time diagnosing the refrigerator, has to order more parts, and wow they are the same ones the 1st tech stole from my home. So we go through Service calls 6 & 7, on service call 6 the tech was confident the new compressor was the fix, so he orders the compressor, which I had to pay for because it was over the allotted amount allowed, so on service call 7 he replaces the compressor and it did not fix it so he orders a new board, now this brings me to yesterday, service call #8, YES I SAID 8!!!!! and 51/2 months later, the tech arrives, he is still professional and helpful, installs the new board, but still will not work, he has no idea what direction to go with this refrigerator, so he calls STACK again, finally he get another tech on the phone who seems to know what to look for, so the tech did the testing he suggested, and they have determined there is a breach in the sealed refrigerant system, on the interior of the frig, and can not be repaired. But the tech informs me that the sealed system has a 5-year manufactures warranty, and that it has to be a manufacturer's defect and they should replace it. WOO HOO Awesome, right??? Well no, not as of today.

As of today, I have called, been transferred, asked to call this number and that number, basically spent 5+ hours on the phone trying to find out how and who to contact for the manufacturer's warranty.

Well what I am being told is that even though the refrigerator died prior to the end of the 5-year warranty, because the first service was not done prior to the expiration there is nothing they can do, but honor my service agreement contract, and possibly offer me up to a $500 credit with Sears or Kmart towards a new refrigerator which has to be used within 90 days. I don't have the money to replace the refrigerator, I was not planning on having to do that when I spent the high dollar amount for a so called "high quality refrigerator" so what happens to that credit after 90 days, and after this I unsure it I want to buy from sears.

So we will have the 9th service in two days, it's amazing how now they can get someone out in 2 days, and it's just to take photos of the refrigerator. The tech assured me yesterday the warranty coverage would go back to the date that it actually quit working, that is not the case, Sears you found the loop hole I guess.

I have done some research on this refrigerator and there are hundreds of complaints, and people having the same issues with their's as I did mine, not only with the appliance itself but with the service provided by Sears with their warranty program. Why hasn't there been a recall, why not a class action suit, why will they not stand behind their products and warranties, we as consumers are expected to hold the bag. It is unethical business. Sears/Kenmore is not the Sears our parents and grandparents purchased everything from, I have no faith in them as a customer any longer, which is sad because I live in a small area and Sears here is locally owned, and I believe in supporting small business, not big box stores if possible, but I don't think they have left me a choice. Sorry Anne, I know your store is struggling but I am not the only one dissatisfied and left with a lemon that i can't make lemonade with. Maybe as a store owner you should do something.

Totally frustrated in Arizona.
terrilozano Send email
 
Dec 7, 2016

LG / KENMORE REFRIGERATOR

I didn't know LG makes Sears Kenmore refrigerators. If I had known I wouldn't have purchased it. I actually thought I was buying a well known name of Kenmore. We've been without a refrigerator since 11/19/16 and is now 12/7/16. The compressor is weak and stopped working now compressor caused another part to go out. We've had the repairman out 2 times and it still doesn't work. With all the complaints we need to have another class action suit against LG. We spent close to $2800. for this refrigerator and that wasn't easy. We lost $450. -$500. worth of groceries including our planned menus for thanksgiving dinner. They continue to sell their sorry products to Others and this should be stopped. DON'T BUY LG aka KENMORE
Beth425 Send email
 
Sep 3, 2016

Unethical action from Sears

This is recorded information regarding an issue with Sears.com at the time of the incident and after every conversation to ensure the documented information is as accurate as possible.

I placed a refrigerator on Layaway during the July 4th sales. I paid half down when placing the layaway with plans to complete the order on 9/15/16. (I’m a teacher and my pay would have received a few paycheck by them to cover the cost.)

During this sale, I also placed a Stove, dishwasher, washer and dryer on layaway and had those delivered within the month. The refrigerator was chosen to match all the other appliances.


I received this e-mail as I was getting ready to go to bed Friday night.

Sears.com Order 982815115
From: [email protected] Sent: Fri 9/2/2016 10:02 PM
To: [email protected]
Cc:
Subject: Sears.com Order 982815115

Dear Beth,
Thank you for your order with sears.com!
In regard to Order 982815115, a credit in the amount of $780.01 was issued to your account on 08/26/2016. This credit was issued because (your order got canceled).
This credit should be view able by your financial institution within 3-5 business days. If you have any questions, please contact your financial institution after that period to verify receipt of the credit to your account. Please note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balance.
Thank you,
Colin
Sears Member Services

I contacted Sears via chat started from Sears.com and reached Marks; the chat is below:
Data security is very important to us. Please do not put credit card information directly into the chat session. An encrypted form will be opened for you when the Agent needs your info.

Ready to chat...
10:41 PM.
Marks,
Hi, my name is Marks, and it's nice to have you on this chat. May I have your name please?
10:42 PM
You
,I just received an email stating my order, #982815115, has been cancelled. I do NOT want thsi cancelled and feel this is unacceptable action on the part of sears.
10:42 PM.
Marks,
I am sorry to know that your order is cancelled.
10:42 PM.
Let me review the order and help you further.
10:43 PM.
Please allow me a minute or two.
10:43 PM
You
,This is the only refrigerator I want because I can not use a bottom freezer with my back issues. and I've already had all the other matching appliances delivered.
10:43 PM
,Why was it cancelled?
10:47 PM
,In regard to Order 982815115, a credit in the amount of $780.01 was issued to your account on 08/26/2016. This credit was issued because (your order got canceled).
10:47 PM.
Marks,
I am still here checking on this.
I will be right back. I appreciate your patience.
10:49 PM
You
,I put half down to cover three months paments in advance and now I am being told its cancelled and they are refunding my 780.01 of my payment.
10:53 PM.
Marks,
Thank you for waiting.
10:54 PM.
I have checked and I am sorry to let you know that the layaway is cancelled due to out of stock.
10:56 PM
You
,Its a layaway. It shouldn't cancelled because its out of stock because it's not even scheduled for delivery yet!
10:56 PM
,I would like my order to be activated again and I can be notified when it is in stock so i can schedule delivery at that time.
10:57 PM
,Cancelling a layaway because the item is out of stock makes no sense to be, as a loyal customer, who has already purchased all my other appliances from Sears.
10:58 PM
,Can they come get the washer, dryer, stove and dishwasher back then so I can get the set elsewhere.
10:58 PM.
Marks,
I agree that the problem you have had is not acceptable. however, these are not examples of what is experienced by most of our customers.
10:59 PM
You
,I am NOT a happy customer at this time.
10:59 PM
,I am not most of your customer. I am ONE customer. EVERY customer should count!
11:00 PM.
Marks,
There might be several reasons for the cancellation for which we do not have sufficient resources to check now. May be the refrigerator will be defective for which our store cancelled.

As you are our valued member and faced trouble with our order, we will honor you 5% discount on your next Sears or Kmart purchase as a token of apology for the inconvenience caused.
11:01 PM
You
,I would like this one. If it's out of stock why is it still listed on the website.
11:01 PM
,I would like this order to be activated.
11:02 PM.
Marks,
It might would have restocked.
You will receive the refund within 14 business days.
11:02 PM
You
,I do not want a refund.
11:02 PM.
Marks,
I would suggest you to place anew layaway order online.
11:02 PM.
We will help you with 5% discount.
11:02 PM
You
,I can't or I will loose the sale price. I
11:03 PM
,Does Sears agree to honor the sale price from when the order was originally placed.
11:03 PM
,I am not even asking for it to be delivered until next month. I'm sure they will have one in stock by then.
11:04 PM.
Marks,
Please allow me a minute or two while I check with my supervisor.
Your chat transcript will be sent [email protected] at the end of your chat.
11:11 PM.
Marks,
Do you have further questions for me?
11:12 PM
You
,Yes, I would like to know if this can be resolved. You asked me to wait while you talked with your supervisor.
11:12 PM.
Marks,
I am sorry for the typo.
11:12 PM
You
,Did you forget? Will my order be reinstated.
We are going to send your transcript [email protected] when this chat has ended. Would you like to edit this address?
11:13 PM.
Marks,
I have checked with my supervisor and the nest I can do for you is that I can go ahead and honor you 10% discount on the replacement order.
11:14 PM
You
,This is not ok with me. I want the order reinstated. Why can't this be done?
11:15 PM
,It makes no sense why a layaway order would be cancelled due to "out of stock". The item does not need to be in stock until I am ready to schedule a delivery.
11:16 PM
,This can not be legal action on Sears part. It sounds unethical to me.
We are going to send your transcript [email protected] when this chat has ended. Would you like to edit this address?
11:18 PM
You
,Are you still there?
11:18 PM.
Marks,
I apologize, we do not have the option to reinstate the order once it is cancelled.
I would recommend you to contact our online solution team at 1-800-349-4358 .
11:19 PM.
Please call our online solution team and file the complaint about this.
11:19 PM.
I assure you that one of our available representative will be more than glad to help you.
We are going to send your transcript [email protected] when this chat has ended. Would you like to edit this address?
11:20 PM.
Marks,
Are there any other questions I can assist you with today?
11:22 PM.
I have not received a response yet. Would you like to continue chatting with me?
11:22 PM
You
,I am on the phone with the online solution team.
11:22 PM.
Marks,
Great!
11:23 PM.
Are we all set with the information on this chat?
11:24 PM.
I have not received a response yet. Would you like to continue chatting with me?
11:24 PM
You
,o we are not all set and I will not say we are. I am not satisfied with this service or Sears unethical action right now.
11:25 PM.
Marks,
I can understand your concern . However, the best I can do for you is that I can honor 10% discount on the replacement order.
11:26 PM.
Is there anything else I can assist you with today?
11:28 PM.
I have not received a response yet. Would you like to continue chatting with me?
11:29 PM.
I'm sorry, I didn't receive a response. You may call 1-800-349-4358 or try again later, whichever is more convenient. Thank you for visiting us at Sears.com.
We are just a click away from you.
Your chat session has ended
We are going to send your transcript [email protected] when this chat has ended. Would you like to edit this address?

As you can see throughout the chat, I requested the chat be sent to me via e-mail. I am awaiting that e-mail now.
I then called the on-line Solutions center and spoke with a young man named Lance, employee ID #891217,
He informed me the order was cancelled because it was out of stock. I let him know that a delivery has not yet been scheduled, whether or not the item is in stock is irrelevant. I asked him to reinstate the order and I will wait to see if it’s in stock when I am ready for it to be delivered.
He said that if it wasn’t in stock in the system, the order would just cancel again. I then informed him that the exact same refrigerator was still listed on-line as available, only it was no longer at the sale price at which I purchased it and this entire issue sounds unethical on Sears part.
He checked the inventory, informed me the item IS showing as in stock and will file a claim on this situation.
I asked for a transcript of our conversation to be e-mailed to me, he confirmed my e-mail address and said he would send it right away. I am awaiting that e-mail now.
Normus Send email
 
Mar 9, 2012

Poor quality product!

I contacted Sears today (Mar 9, 2012) about problem. After several years of complaints it appears that Sears still has no interest in resolving this issue. The class action lawsuit is to get consumers reimbersed for repairs that they have already paid for. You have to pay for the repair then join the suit. Deadline for filing is Nov. 2012, so if you don't discover it before then you get nothing. If you do get reimbersed don't expect to see anything until 2013. Sears may suck, but the lawyers suck more.
As far as Consumer Reports, I have been a member for years. I bought this unit based on their recommendation. I have yet to see a follow up on any product that they have recommended that turned into a dud several years later.
Sebass Send email
 
Feb 23, 2012

Poor quality product!

I've officially joined the club. Luckily I caught it before it melted anything. I purchased mine in 2007. It's been trouble free till today. I was able to take the bulbs out, bit wonder if its still safe...any thoughts...oh, yeah, Sears sucks!!!
Lmhesq Send email
 
Feb 23, 2012

Poor quality product!

TO ALL WITH DEFECTIVE REFRIGERATOR LIGHTS:
I received the following email today with respect to a class action lawsuit and settlement - please pass this information along.

You are receiving this email because you have been identified as a potential class member in the action entitled McLennan v. LG Electronics USA, Inc. Civil Action No. 10 CV 3604 in the United States District Court, District of New Jersey. Attached please find a copy of the Long Form Notice and Claim Form that contain important information about the settlement. Please review the attached, and, for more information, go to www.mclennansettlement.com or call 1-888-773-8394.
Thank you,
Settlement Administrator
Rust Consulting, Inc.
Ragsandbitches Send email
 
Feb 23, 2012

Poor quality product!

My Kenmoore Elite has fallen apart starting with the ice maker motor to dispense thru door. The ice freezes up so what's the point to burn out another one. The drawer glides are cracked and broken and this 2200.00 piece of crap started breaking down the second year. I don't think consumers should have to purchase insurance on products. What attorney started that? I got 6 years out of a 20 year product. Have my service records for it and I had just refilled it as I am starting over in life on my own. Now I came home to a flooded kitchen and needs a whole new compressor assembly. I will live out of an ice chest before fixing it. I can't afford it and its why I bought top of the line when I could pay cash in 04. Kenmoore products are a thing of the past. Tjeir service techs can't hardly speak English so how can they read it. They don't show for scheduled appointment. I AM DONE WITH SEARS. THEY HAVE RIPPED OFF TRUSTING AMERICANS.
Send email
 
Feb 23, 2012

Poor quality product!

Having owned several Kenmore appliances – including 2 refrigerators - in the past, and being a loyal Sears customer for more than 20 years, I bought a Kenmore Elite Trio refrigerator in May 2006. Turns out this is a piece of junk. I have researched at least 2 recalls on this model since 2003. Mine died about 3 months after purchase and after trying to get a replacement through the normal Sears channels was successful only through the good offices of the salesperson the unit was purchased through.

Now the darn thing has died again. Sears has refused replacement again and will not discuss replacement until a service person has verified the problem. I guess I’m not qualified to tell if a refrigerator is working, while my food spoils and my wife is ticked.

After an hour on the phone, up through the food chain, Sears “I can’t help” attitude, and lack of response to a so-called “valued” customer and their non-existent customer service has forced me to believe this is not the Sears of old. The manager I spoke to even had the chutzpah to quote from the legal requirements document he seemed to have readily at hand.

It’s a good thing? I purchased a 2-year extended warranty on this unit, expecting further problems, and boyo, was I right! It would appear this piece of cr*p, made by LG in Korea, is destined for the trash heap once the extended warranty expires. $2000 down the drain.

So here I sit, on vacation, which is over the day service is scheduled, with a roomtemperator waiting for the technician. Then I will have to take time off from work, the day I return from vacation, to deal with the repairman, who I am sure will have to order parts or a replacement unit. Then I can take some more time off work for that service call as well. I will never buy another major product from Sears.

Tell your friends, Kenmore is no longer the appliance of legend, and Sears doesn’t care.
Squanch24 Send email
 
Feb 23, 2012

Poor quality product!

Ha, looks like i just joined the club. I bought my lemon in Dec 09, and just yesterday hot goey mess! Haven't called Sears yet, can't wait for the run around. Hopefully they'll honor those Service flashes. I think i'm the lone Canadian on this thread, i'll see if i get any joy up here. Already filed my complaint with the government. It's too bad, i used to brag Sears up...RIP SEARS.

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