Complain about a product or service

Sears Refrigerators

Sears Appliances • Dishwashers • Ovens & Ranges • Refrigerators • Vacuum Cleaners • Washers & Dryers • Water Softener --- • Special Offers • Maintenance Agreements • Other Sears Complaints

Colton of Redwood City, CA October 18, 2009

Thursday, October 8, 2009 Called to schedule appointment with Sears to come look at our Kenmore refrigerator. Easy to set up. Purchased the Smart Service package (We paid 251.99). Appointment set up for technician to arrive between 8:00 AM and 12:00PM Friday, October 8, 2009.

Friday, October 9, 2009 Took the morning off work to be home for technician appointment. Around 11:15 tech called me to tell me he would be a little late. He arrived around 1:00 (1 hour past the 4 hour window). He looked at the fridge and determined that indeed the temperatures were too high but said he did not have the proper tools he needed to do further testing and that he would have to call another tech to come out. He and a second tech came back out a couple hours later (I had to return to work, so my husband had to take off a few hours that afternoon). They determined that it would cost 750 to repair so we had the choice to pay an additional 250 to have it repaired or take a 500 Sears gift card to purchase a new refrigerator. We took the gift card.

From work, I called Sears to find out the information on how to redeem the gift card. I was transferred several times. I was told we would have the information on Monday so I asked to speak with a manager and was asked to be put on hold. After almost 30 minutes, I was disconnected. I called back only to be transferred to several people who told me the same thing as before and then was put on hold again to speak with a manager and after over an HOUR I was disconnected again.

Saturday, October 10, 2009 We went to OSH to look at refrigerators because they were having the “Columbus Day” Sale (20% off, free delivery and no sales tax). The gentleman there (Chris) spoke with his manager and they said they would honor the sale if we came in Monday when we had the information from Sears we needed (Authorization Code). Chris even called Sears to see if we could get the code early and they said we would have it Monday by 5:00 PM.

Monday, October 12, 2009 I did not hear from Sears so I called them to find out the Authorization code. I was transferred several times before talking to the “correct” person who said I would not have the code until Wednesday.

Tuesday, October 13, 2009 I called Sears again to speak with a manager because I had now been without a refrigerator for a week. I was trying to get to the department that deals with the actual authorization codes and it took Sears 3 times of transferring me around to different people before I had the correct department. The first 3 people I spoke to said I could not have the code until the following day. Finally, by the 4th person they finally gave me the code.

We went to OSH that evening and ordered a new refrigerator. We were to get the time Wednesday. Wednesday, October 14, 2009 I had not heard from Sears by 4:00 so I called them to get the time and was told they would not have that available until after 6:00PM that evening. Sears (automated) called and said they would be at our home the following day between 3:15 p.m. and 5:15 p.m.

Thursday, October 15, 2009 I took off work again to be home by 3:15 p.m. The delivery man called me at 4:50 and said he was running late and would be at our home by 5:30. At 6:15 (an hour later than the scheduled time) I called Sears and was transferred from one department (Jackie) to another department and finally spoke to Andrea who was an account manager. She would not tell me where the delivery person was. She said to call back after receiving the refrigerator and we would get a 50 gift card. The delivery guys came at 6:30 (and hour and 15 minutes late). They delivered and installed the refrigerator.

Friday, October 16, 2009 I called Sears to obtain the information for the 50 gift card and was transferred times. Tammie with customer solutions said that there was nothing in the system (Andrea never put it in) but she agreed to send us the 50 gift card. She said we would have it within 7 days.

Saturday, October 17, 2009 The refrigerator was not cold enough. It was in the mid-forties. We had some food in there that is now spoiled. My husband called Sears and they said they would send someone out on Monday to look at it.

Sunday, October 18, 2009 I called Sears to tell them that I no longer wanted someone to look at it, that I would like a new refrigerator delivered instead. I spoke to April (in scheduling services) who transferred me to the technical specialist Stacy who transferred me to customer solutions Salana. She said I had to go through OSH. She fought me to speak to a manager for several minutes and then put me on hold. I was disconnected before speaking with a manager. I called and spoke to Paul. He said the only thing he can go is give us that 50 gift card. I will have to call back once the new refrigerator is replaced (takes 7 to 10 business days) I still do not have a fridge that works and Sears has been no help at all what so ever....They did charge my credit card for the fridge though.

Elaine of Valley City, OH October 11, 2009

Two years ago my refrigerator was replaced by Sears. It was 3 yrs old when stress cracks appeared inside both refrigerator and freezer.Water was leaking from the bottom of the freezer and ruined are wood floor. Sears said don't worry they would replace it.After contacting BBB , main headquaters, attorney general, 7 months of this refrigerator was replaced but not the floor . Said they weren't liable for it call house insurance. State Farm Insurance came out and said this is a pre-existing damage of months and the small print on are policies excludes coverage.

So we out 3000. for a new floor.Well here is this replaced same kind refrigerator 2 years old and a crack is starting in the freezer.The repairman came out told us he drills 2 holes on each end of crack and puts a tape(refered to as a bandaid over it. This was a 1300. appliance and I feel it shouldn't be cracking.What also disturbs me is when I called in for the repair and said I am having the same problem as before the said they had down it was a bad compressor!!!

Marsha of Kapolei, HI October 7, 2009

We noticed the refrigerator was not cooling as it should. Noticed a burning smell. Opened the door to find the control panel melted and hanging by the wires. The sockets for the light bulbs were brown. It could have caused a fire if we had not noticed the burning smell. Also, the freezer constantly needs to be defrosted with a hairdryer. We have actually paid to have the repairman "defrost" it! The refrigerator model 795.773 is only 2 years old. Sears wants us to pay a 75 fee to come out and "look" at it. Never, never again will we buy Kenmore.

Jodi of Clovis, CA October 6, 2009

I purchased a GE side by side refrigerator on 12/8/08. By July, 09 the ice maker has stopped producing ice. GE has NO RECORD of this purchase and Sears is no help in assisting with repairs because it is now a "service issue".

VICKIE of jonesborough, TN September 26, 2009

In 2003 we bought a Kenmore Refridge in less than a year Sear had to replace the compressor, well 1 week ago it went out again, I called Sears to see if we were still covered of course they could not tell me unless a tech came out to check, let me the tech was the nicest person we dealt with. He confirmed it was the compressor, called Sears said it only had a 90 days guaantee on the compressor they replaced, which doesn't make since to us at all, the tech gave us a 100 certificate to purchase a new fridge, Sears will never receive anymore business from us. We did buy a new refridge but not from Sears and if I had known what I do now, I would have not recently purchased a dishwasher from Sears. This was a disaster from the beginning with the first phone call you can never speak with an American, you never got the same story twice from whoever we were working with and from what country they were in.

alan of somerville , OH September 25, 2009

purchased refrigerator paid cash,they delivered wrong color refrigerator now they want me to wait 7 to 10 days for a refund.

Eugene of Olympia Fields, IL September 17, 2009

My wife and I are seniors and we purchased a 2668 Sears ELite refirgerator/ freezer on February 6, 2009. We also purchased the Master Protection Plan. When installing our new kitchen cabinets we moved this refrigerator, and saw a large pool of water on our brand new laminate wood floor. We called Sears on August 20, but they said that they could not send service unitl Septemebr 11th.

The repairman hammered gouged the defective funnel out of our appliance and then reinstalled it in with some sealent from a tube, he did use the foam LG had used. He then filled the bottom of the funnel with some sort of air condtioner tar. He irresponsbly removed the stop of of my fresser basket when he could not re-install it insead of calling his supervisor. He did not replace all of the screws in the rear service panel. He was unable to use the gasket that came with the funnel from the parts dept., even after he cut it in an effort to make it fit, He failed to reinstall the clip which holds the drain tube. He left a large glop of tar in the defrost try.

BUT MORE importantly my floor remains warped and destroyed from this defective refrigerator. All that we have received from Sears is tallk and more talk to date. They continue to requests us to call one phone number after another. Each person that we speak to informs us that we are asking the wrong department and tell us that it is not their problem. They then give us another phone number.

We have written 3 letters to Sears CEO (The first letter on Feb. 4, 2009 and we sill have an improperly repaired refrigerator and a damged floor caused by Sears who has blatatnly and shamefully ignored our pleas.

Extensive damage done to our 1100 laminate wooden floor beneath the refrigerator. The physical damae done by the repair man from hammering and chisling the drain funnel from the refrigerator (and his application of the incorrect sealent and the improper removal of the freezer drawer stop leaves us with a refurbished but obviously less than whole new refrigerator!

Virginia of CHATSWORTH, CA September 16, 2009

I purchased a kenmore refriderator at Sears. This refriderator makes loud noises. it sounds like a large rat is trying to get out from inside the fridge. The noise is a loud banging noise. This noise is so loud it wakes me up at night. I had a tech come out after i heard this noise and was told the fridge is working fine, but that this model has a bad reputation for this problem. i was told there was nothing i can do since the fridge is suppposedly working fine.

The tech said it was a good idea that i had an extended warrantly because this fridge would probably need it. That's not good news since i paid 1,000 dollars for it and now i feel like i'm waiting for it to fall apart. i decided just to hope it continued to work, regardless of the loud noises. Now 6 months later, the noises are getting much louder!

i have a tech coming out again in a few days. Is there anything i can do regarding this horrible loud noisy fridge? Are there other complaints on the fridge? The model is 25368253700 Kenmore Frigedaire Item# 04668253

DIANE of LAKEHURST, NJ September 13, 2009

I called to ask for a sercive on ny frig. A sercive man came and looked at my frg and told me that the rubber on the frig door was loose and that was why I was getting condensation on the outside door fo the frig and reatached the corner piece that was off. He told me no charge. I asked him if he was going to check out the frig to make sure that nothing else was causing the prob. and he said he had been a sercive man for 25 years and could hear there was nothing wrong. I was happy with that and he left.

Then I get a bill for 184.0 for a sercive call and repair. I called and go tthe run-a-round and transfurred 4 times and 2 hrs. later got nowhere. i can't believe a big company like this is trying to steel my money. If you can help I thank you. Date of sercive was Sept. 1, 2009. He did not even leave me any paper work because he said no charge.

Elizabeth of Irvine, CA September 11, 2009

I bought a refridgerator and was offered no interest for a year, or free delivery. I chose the free delivery. But!,they billed me 75.00 for the delivery and told me I had to send in for a rebate. I still have my receipts. I sent all info online to www.Sears.com/rebate with all the info they had requested. Now I know these rebates take their sweet time, probably hoping that the customer will forget. It's been 3 months & still no rebate check. So I called Sears and was informed I had to go back on line. So I did. I ask when was I going to receive my money. They replied back by email that none of my information matched with their's so my rebate is invalid! I'm so angry with the process of rebates.

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