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Sears review: Stuck with a bad Kenmore Elite French Door...

I just have to get this off of my chest. I purchased a new Kenmore Elite 74025 30 days ago directly from a Sears Store. I purchased this particular unit, because it has digital settings, and would allow me to set to 34 degree (I like my stuff COLD.). And my wife liked it as well, and we loved the door material. $3,000 out the door! Beautiful box… I love the form, and style, and the function... but I now hate Sears, and this particular unit because it is flawed! I am upset, because right out of the box, it would not cool down below 38, even if you set it to 34/33… Sears sent out tech’s 4 times (Time away from work for me) and the tech would say, “It cools to 37.. you are good to go!” “The book says the industry standard temp is 37, and these can vary 5 degrees!”... And Sears Service Center is then telling me that since the techs say I have a good fridge, then I have to just live with it. Mind you, I bought the fridge because it gave me the impression it can go to 34 degrees, Because I can set a digital setting to 34/33… but in reality, I have to set it to 33 just to get 37/38!!! I am afraid to see what happens if I set it to 37! (but, it doesn’t matter anyway, as II purchased this fridge because I wanted one that could go to 34.) 34/35 is the optimum temp for a fridge, and this fridge will never get to 34. WHY would they put settings on a Refrigerator that the unit cannot physically do? Why not just put a big ON button, with a factory setting of 37, if they are going to make customers keep units that won’t go to any other temp setting? Really??? Sears is telling me there is nothing wrong with this fridge, and that I should just live with it? I have bought appliances and products from sears for over 40 years! This will be my last major purchase from them, especially appliances. Be aware, Sears will not stand behind their stuff… Instead their customer service will tell you that your temp reading from a glass of water with a probe will be warmer because the molecules in the water move creating heat, so the temp will read warmer than it really is, or that the thermometer you are putting on the shelf is not accurate, and that you probably have it on a warm spot in the box! Used to be: Sears would exchange any product a customer wasn't happy if done within a reasonable amount of time. How do you get Sears to fix or replace a broken unit, when they won't accept that it is not working correctly in the first place?
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Review
#1128200 Review #1128200 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Reason of review
Bad quality

Sears review: Horrible customer service and repair

I will just start off with saying Sears will never have one penny of my money ever again. I have had the worst customer service repair experience and I feel like I'm being shafted as a customer. We bought our Kenmore Elite top of the line refrigerator 2 years ago spent a couple of thousand dollars on what we thought was a great refrigerator. Since then we have had to replace the drawer for the icebox which took almost 6 weeks to get the part and the first time that we received the part it was broken so we had to order another part which took another 4 weeks. This Sunday our refrigerator stopped Cooling and I called the repair department who told me that they could not get someone out here till Tuesday. The repair guy came on Tuesday and advised us that it will take 10 business days to receive our part and he also proceeded to advise us that this is the 5th refrigerator that he is repairing with the same problem from Sears. He needs to order the compressor which is a main component of the refrigerator not some hard to find silly little piece of a refrigerator. I find it ridiculous that any customer should have to wait 10 business days for a main component of a refrigerator that is less than 2 years old. Nowadays with overnight and expedited shipping that should not be an option. I contacted the complaints department got transferred around and finally was able to speak with Liza supervisor and repairs Department who proceeded to hang up on me after I was telling her how it was unacceptable for my family to go 10 days with no refrigerator. I have three children and a senior mother I cannot afford to live on fast food for the next 10 days. Yes Sears did offer $250 credit for all of my food that has gone bad but that does not cover half the cost of what it's going to cost me to repair the food and to feed my family for the next 10 days. I am livid with Sears and the repair department and how customer service handles the complaints of their customers. I am taking this all the way to the Better Business Bureau and I will never ever deal with Sears again
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Review
#1128047 Review #1128047 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Reason of review
Poor customer service
I purchased a Kenmore over the range microwave hood combo in June 2017. I also purchased the Master Protection Agreement coverage for 5 years. The Kenmore warranty is 1 year. In October 2017 I put a potato in the microwave and pushed the potato button and went outside....
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1 comment
Anonymous
#1388878

I’m a ex tech and STAC plays that game with every replacement. Call and get a refund on your extended warranty and call the news media.

Sears refuses to honor the terms of the contracts they sell.

The sooner they are out of business the better the world will be. Rochester NY

Review
#1127738 Review #1127738 is a subjective opinion of poster.
Product
Kenmore Microwave
Reason of review
Warranty issue
1.0
Details
Technician showed because of no cooling in 3 year old elite refrig. (4th service call in couple of years). He was in my house 5 minutes total, opened refrigerator, put his ear to refrig. ordered new condensor and serveral parts totaling nearly $600, added $99 service...
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1 comment
Anonymous
#1388880

Sears owner and incompetent management destroyed sears. Every useless manager that has a job will never work again when they go bankrupt.

No company in there right mind would hire anyone that had something to do with this shipwreck. Rochester NY

Review
#1127716 Review #1127716 is a subjective opinion of poster.
Service
Sears Technical Support
Cons
  • Customer service and technician quality
  • Lack of empathy to resolve
  • Unfair
Reason of review
Poor customer service
Loss
$400
Preferred solution
Deliver product or service ordered

Sears review in Rio Linda, California: Horrible delivery services

3.2
Details
I ordered stove range to be delivered on 11/6. We hauled away our old one a night before the delivery date. I requested a call before delivery. Did not receive a call before delivery, however, I received a call when delivery truck was by my door and I was 10 minutes away from my house. I asked to wait for me and I will be there in 10 minutes. Horrible delivery. I came in 10 minutes and delivery truck was gone. I call multiple times to offshore sears customer divery department and they were not able to help. Instead they added points and rescheduled it to be delivered on 11/8 between 10 am and 3 pm. I asked to deliver after 4 pm since Im working and no one will be home. They said they can not accomodate this. I asked for any phone number in united states and they said they dont have any. I consider now not to use sears for big appliances only because of thei delivery service :(((
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Review
#1127262 Review #1127262 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Poor customer service
A lesson to always read reviews: my wife and I tried to buy a refrigerator from Sears, with home delivery. They said delivery would be in a week, faster than any other service for this fridge. Alas, it was too good to be true. The fridge was scheduled to be delivered...
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1 comment
Anonymous
#1388368

I am also facing similar issuees with sears delivery of my refrigerator. 6 Times they cancel the delivery with no proper communication and false dates. They took our money 6 weeks ago and not delivering on time.

Review
#1126960 Review #1126960 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Problem with delivery

Sears - Electronics Leasing Review

1.0
Details
The leasing program at Sears is SCAM. The manager appeared as if the lease agreement allows customers to payback their initial approved amount. No, this is so far from the lease agreement. I purchased a mattress just to find out, none of my monthly payments were paid against the principle amount, but only accepted as lease payments. I cannot afford a car let alone, to lease a 4,000 mattress. I have a ballon payment of $800.00 after making a $360 payment for ten months as of today. Go to Big Lotsor Art Van-do. not.shop. at Sears to purchase anything with this b-llsh!t as SCAM.
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Review
#1125449 Review #1125449 is a subjective opinion of poster.
Service
Sears Electronics Leasing
Reason of review
Not as described/ advertised

Resolved: Sears review: Do NOT hire to remodel anything. AWFUL!

1.5
Details
Hired Sears to remodel our kitchen on 12/6/2017. Problems with EVERYTHING! 1) Time frame: we contracted with Sears on December 6, 2016. At the time, we were told it would take 4 to 6 weeks for COMPLETION of the kitchen remodel (which would have made it mid-January), with an absolute completion of no later than "the first week of February." We were not happy with this time frame to begin with as we wanted the kitchen done NOW, not weeks later. But since the cabinets did need to be made, we agreed to that time frame. However, the kitchen was not started until 14 WEEKS later, huge time frame difference! And it was NEVER completed! We have issues that need to be fixed. 2) STRESS: My 71 year old mother (the one who wanted the kitchen done) and I both have medical conditions that require we avoid stress at all costs. We went to Sears for the remodel because we did not want the stress of a typical remodel as neither one of us is supposed to get stressed out. Instead this has been an absolute nightmare, inducing migraines, blood pressure episodes and panic attacks! The delays and shoddy work were bad enough, but the fact that Sears negligence with the wiring of the dishwasher could have BURNED OUR HOUSE DOWN cause my mother and I to both have stress induced episodes! And it just keeps on going! 3) Communication: We were assured that we would be kept up to date with everything during the entire process. That did not happen at all. When the 4 to 6 weeks came and went with no word from Sears, I had to call, repeatedly, trying to find out when the work would be done. Instead of getting answers, I got a whole lot of "we don't know." It was upsetting and infuriating! I wanted to cancel the work right then and there! Instead I was assured time and again, that we would be given priority. Since it took 14 weeks for any work to be done, we obviously were NOT given priority! And it just got worse and worse! 4) Promises not kept: To add to the nightmare, there have been issues from the get go. We told Sears about our $4000 water system up front and were assured by Jack Knight that it would not be an issue. Then it was an issue! They refused to put the system back in and after a lot of arguing they finally did put it back in. More stress! We were told our uneven ceiling would not be an issue as the cabinets would be trimmed out to the ceiling. The cabinets were trimmed, however they are NOT trimmed to the ceiling, there is a large, awful looking gap between the ceiling and the top of the cabinets. When I objected, I got told Sears does not touch the ceiling and we would need to have someone else out to do something about the gap! We were told the paneling behind the old cabinets would be removed and new dry wall would be put up as the back splash would need the new drywall. Nope. Paneling was left up and small sections of drywall were put up over the paneling (shoddy work). One of our outlets was covered by the new cabinets (should have been moved and we had been told it would be moved) and I had to remind the workmen they should have moved the outlet prior to installing the cabinets after they had already covered up the outlet! (more shoddy work). We were told that Sears has their own work force and does not contract out to sub-contractors. Not so much, instead sub-contractors are who showed up to do the work. We were assured Sears would do all clean up. Nope, the kitchen sink and other debris were left for us to dispose of at additional expense. They did however, throw out our DOOR BELL RECEIVER, which we now have to replace. The stove was left unplugged when the workmen left, a minor inconvenience but just another indication of the lack of attention our project got! 5) Additional ISSUES: Dishwasher wiring done incorrectly as to be a fire hazard! For 3 weeks the dishwasher was wired wrong and was a direct fire hazard. Sears was notified immediately about the bad wiring job and made NO attempt to fix it. Instead I had to find an outside electrician to fix it. My mother had a panic attack when we discovered it could have burned our house down! Since she is recovering from having 3 strokes already, this was NOT good for her health! Drywall work now needs to be done to fix what the electrician had to do to our walls in order to fix the dishwasher wiring. We have holes in our living room and utility room . The living room drywall was recently installed and painted so as not have any patches in it. Now I have to find someone to fix the holes and repaint the wall. Again, Sears made zero effort to attend to this. Our kitchen floor has been trashed. There are several cuts in the linoleum floor that were not there when this whole mess started. The cuts appear to be from moving the appliances over the floor with nothing underneath them. We will now need to redo our kitchen floor, which we hadn't planned to do for several more years as the floor was just done two years ago with brand new linoleum. Another expense we had not planned on. One of the reason we originally contacted Sears to do the kitchen remodel was because it is difficult to find anyone to do work in our area. Now due to Sears incompetence and negligence, I have to find someone else to do fix the problems Sears has left. Thus adding even more stress to this already bad situation. I filed a complaint with the Attorney General of West Virginia. Whole mess was turned over to Richard Volny at Sears, he offered us a discount of $3060 for the cost of the electrician we had to pay to rewire the dishwasher and for the inconvenience and promised Sears would fix the other issues. On October 2, 2017 the District General Manager, Shawn Gallagher, came out to our house and saw what needed to be done himself. Conclusion of this visit was that Sears would not fix anything or complete the work, but would discount enough off the contract so that we could have the work completed by someone else. Mr. Gallagher told me he would give Richard Volny the numbers for the discounts and have him send me the settlement agreement. You'd think this would be the end of it, but nope. Mr. Volny sends the settlement offer with a 10 day window, while I'm in the hospital (which he knew about), although that settlement never showed up at my house so who knows. I got notified that a settlement offer had been made through the Attorney General's office. When I notified Mr. Volny that I never got it, he was rather sarcastic but did send another copy to me by email. Imagine my dismay and shock to see the "settlement" shows only the $3060 discount we'd already been given and absolutely NOTHING to cover all the work that still needs to done. I refused this insulting settlement.
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Resolved
Review
#1124728 Review #1124728 is a subjective opinion of poster.
Service
Sears Home Services Kitchen Remodeling
Cons
  • Fire hazard
  • Horrible customer service
  • Never completed remodel
Reason of review
Never completed, bad customer service
Loss
$10000
Preferred solution
Let the company propose a solution
Tags
  • Installation
  • Poor Warranty Service
  • Sears Poor Service
  • Remodel

Don't waste your money on Sears home warranty.

1.0
Details
I would be very happy when I see them go out of business I have received nothing but aggravation insults and humiliation from the Sears home warranty department. Two months without a refrigerator with a medical emergency. Father on hospice had to buy a freezer a water cooler and an old used refrigerator. Shame on Sears home warranty department.
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Review
#1124201 Review #1124201 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Warranty issue

Sears home warranty - " Don't waste your money. "

1.0
Details
I have a Sears home warranty contract. Since my refrigerator broke two months ago they have sent 7 technicians to my house and my refrigerator is still broken. Even though I have a medical emergency which I made very clear on my first call to the warranty department. Therefore, Instead of replacing the refrigerator as they stipulate in their contract they want to send another technician. I want to sue....Since I have incurred extras expenses due to not having a refrigerator for so long. Please help.
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Review
#1124107 Review #1124107 is a subjective opinion of poster.
Service
Sears Home Services Refrigerator Repair
Reason of review
Poor customer service