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Sears / Kenmore Elite Refrigerator

United States

Consumer complaints and reviews about Sears / Kenmore Elite Refrigerator

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.
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.
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.

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