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Sears review: Still no fridge!!!

We purchased an Kenmore Elite refrigerator on June 1, 2016. We have problems with food either not being cold or freezing. 1st repairman said we had too much food in our fridge (seriously) but never actually looked at the fridge. I told him to leave. 2nd repairman said that we needed to turn down the temperature so that things wouldn't freeze. He still did not look at the fridge. The fridge stopped working on 9/25. We called for the appointment which they could not schedule until 10/3. Told us they would put us on the emergency list in case there was a cancellation. I called back several days later after not hearing from them and found out we were not put on the emergency list. The service rep said she would put us on the list. We specifically requested that they not send the 1st repairman (Denny). Well we got to 10/3 and they sent Denny back to our house. My daughter remind him that he had previously told us we had "too much in our fridge" and that he was obviously incorrect since now he did not work at all. Denny proceeded to get snippy with my daughter and said he could leave. He went outside and made a call to Sears and when he came back in, he told her he didn't have to stay if she was going to be abusive to him. My daughter said oh no, lets see if you can actually do your job this time. He then wanted us to sign a release for any damage he might cause when he moved the fridge. Of course, my husband and I say we would not sign any releases. My husband then started making phone calls and he tried every number he could find and no one could help. We got another appointment for yet another week out on 10/10. My husband kept calling and we finally got an appointment on 10/6. Once again specifying that Denny not be sent. We get to 10/6 and we get a call from Denny saying he's on his way to our home yet again. My daughter told him when he arrived that we did not want him to service our fridge and that we had requested someone else. He left and we started making calls again. I had spoken to Niki (appliance manager) at the store several times during this whole process and she couldn't believe the mess this was becoming. Said she would keep trying to help by calling and sending emails. My husband had spoken to the store manager(Dwayne) and he said he would see what he could do. Problem was everybody kept saying they didn't have the authority to do anything that Sears didn't control the repair service and the repair service said they worked for Sears. One big circle of no help. Finally later on 10/6 we got another repairman (Cody and a helper) who finally tore into the fridge (no waiver requested this time). Anyway Cody determined that the compressor was bad and had been going out for some time. Also they were some tubes that overlapped each other that ran into a compartment that service techs can't open. The tubes were gauging into one another but hadn't yet worn through. He had no idea what was causing this or what the tubes were like in the sealed compartment. He recommended replacing the fridge since the repair of a compressor is about $1200 and the tubes were damaged. He called an engineer in Texas (which I guess is their normal procedure) and the engineer said no and told Cody to repair it. So now we've had no fridge for 11 days and we were going to have to wait while a part was ordered and then rescheduled another appointment for them to install the new part. For the hoses, the engineer told him just to insulate them. We complained as we were going to be out a fridge for another week or so and there was not guarantee that the hoses weren't damaged inside the sealed compartment. Cody explained that he couldn't replace the fridge even though he thought it was ridiculous to fix it, if the engineer said no. Once again we started calling to try to get someone to help us. My husband even called the lemon line and they wouldn't do anything since the engineer said to fix it. Consumers aren't allowed to talk to the engineers. It didn't matter that a family of 5 (with two kids) didn't have a fridge and wasn't going to have one for at least another week. We tried every number we could find but still no one would help. The only thing we gained was $190 shop your way points to spend at the store. I spoke to the appliance manager again and she couldn't believe it still wasn't resolved and that the engineer wanted to fix it. I told her that I felt like they were just putting a band aid on it and waiting for the warranty to run out and then we would be stuck with a $2k fridge that didn't work. She agreed. She said she would continue to call and email but that's all she could do. So here we are on 10/9 and still no fridge and no idea when the new compressor will show up or how long it will take to schedule an appointment to put it in. Not to mention, still no idea if the hoses behind the sealed compartment are damaged as well. This is an unbelievable mess and no one cares we don't have a fridge or that the fridge might go out again in the future. We are beyond frustrated and can't get anyone to help!!
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Review
#1112520 Review #1112520 is a subjective opinion of poster.
Service
Sears Home Services Refrigerator Repair
Reason of review
Poor customer service
Loss
$2200
Preferred solution
replace damaged refridgerator with new unit

SEARS - NEVER AGAIN

1.8
Details
Installed new top of the line Kenmore refrigerator last December, for which we paid over three thousand dollars. LaborDay weekend it completely quit working. It has a sealed system and the entire workings of the refrigerator must be replaced. Now, five weeks later they haven't repaired it nor have they replaced it! NEVER BUY SEARS PRODUCTS , THEY DO NOT STAND BEHIND THEM (or seem to care in the least). My repair man said they could not get parts because so many other were in need of repair too. Customer service has proved to be completely ineffective and out of the continental United States.
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Review
#1111765 Review #1111765 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Pros
  • No part of the process
Reason of review
Warranty issue
Tags
  • Exchange
  • Customer Serice
  • Kemmore Refrigerator

Sears review in Langhorne, Pennsylvania: Poor and Good

3.8
Details
I purchased a Stove on 9l12/17 and a Refrig 9/15/17 and also a dishasher. I could of purchased these items cheaper at Home Depo but I choose Sears beause of there customer service but that must of changed a lot. I purchased at Oxford Valley Mall in Langhorne and the sales man *** Heuer could not of been more helpful. He was very knowledgeable and very very very helpful and awesome . The men who delivered them were the same explaining everything about the appliance and so nice and professional but it stops there. My stove and refrigerator were suppose to be delivered on the same day. They called the night before to say when they were coming and at 7am the next morning they said they couldn't deliver the refrigerator because it did not come in. I had already given my refrigerator away so I was without one. I call the phone number for delivery back and that is where everything with down hill. I asked why they did not know before 7am in the morning that the refrig was not coming and of coarse no answer. We are sorry they kept saying and I said that is not good enough. She offered me 1000 or 1500 points and I said no I need a refrig and she said sorry we do not compensate for that. I said where am I suppose to put my food and ask to speak to a supervisor and someone got on the phone and told me the same thing. So Sears makes the mistake and they will not even compensate for something like that. I would of canceled the entire order but I was stuck because I had no stove either. I called today to see if my 1000 or 1500 points were added on to my account and got same answer oh you declined the points. I said I did not decline. I just said I need a refrig not points. So she put down that I declined. So on that day I got no refrig and no points. 6 days later I got a refrig. SHAME ON YOU SEARS!!!! I am looking for another dishwasher and I will cancel 1 hour before delivery like you did but I don't think you will really care. Assunte Hesson
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Review
#1111483 Review #1111483 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Customer service and sears rules of compensating people
  • Customer service and sears rules of handling problems
Reason of review
Poor customer service
Preferred solution
Price reduction

Update by user Oct 06, 2017

Service Order No: 000767043035539 Paul Fleming To:AE Solutions ‎Oct‎ ‎6 at ‎7‎:‎29‎ ‎PM That is BS and I and going on social media and will now cut and paste this BS response. I am seeking restitution for over billing PERIOD! On Friday, October 6, 2017, 4:57:29 PM EDT,...

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Review
#1111380 Review #1111380 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service
Loss
$275
Preferred solution
Price reduction
2.5
Details
Bought and had delivered a Kenmore refrigerator a few weeks ago. Within a few days we decided we didn't like it and were not happy with it. Went to same store to get returned and buy another one up model. No one there could help me, just gave me a couple of numbers to...
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2 comments
Anonymous
#1629732

I Also Bought A Kenmore And I'm Trying To Return It. I'm Getting The Same Run Around On The Last 5 Calls.

It Ranges From Only 3 Days For A Return, 30% Restocking, $250 For the Same Thing As Restocking Fee. When I Mention The 30 Days, They've Told Me It's 3 Days Over And Over Again.

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Review
#1111285 Review #1111285 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Return policies that are in conflict with each other
Reason of review
Return, Exchange or Cancellation Policy
Loss
$156
Preferred solution
Let the company propose a solution

Sears review: Horrible Service Customer Servicce

Our washer broke down (service was scheduled for i believe 09.20.17) the washer was installed and the little feet on the bottom were never raised causing the breakdown this is exactly what the first service tech said, ok, a installation problem. he order the parts which were 3 to 5 business days to ship ok, fine but then the next service call was put in to be 9 days later help i called customer service after about no lie 8 phone calls i got the service call to be rescheduled for a closer date. problem one fixed NEXT one washer breaks down again AGAIN service call scheduled for 5 days later service tech comes a different part ok, ordered 7 days later NO NEW PART AND SERVICE CALLED RESCHEDULED FOR OCTOBER something about 10 days away HELP HELP your customer e-mail service is Ridiculous they just keep running you around i have all the email they never answer the question(s)
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Review
#1111190 Review #1111190 is a subjective opinion of poster.
Service
Sears Customer Care
Pros
  • Easy to purchase
Cons
  • Service
Reason of review
Poor customer service
Loss
$500

Sears review in Concord, North Carolina: Auto repair gone wrong!

1.0
Details
They disn't test drive it. After two different Sears and almost one thousand dollars the car is still doing the same thing!!!
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Review
#1110569 Review #1110569 is a subjective opinion of poster.
Service
Sears Car Repair
Reason of review
Bad quality

Sears review: Refund not issued after 2 days beyond the 30 days allowed

I purchased a Drive belt for my tractor on 8/22/17. After having the belts installed I was told that the one I purchased from sears was not needed. On 9/25/17 I went into the Fredericksburg va store to return the belt. I was told that I was past my time allowed to return and they could not return the item. After speaking with the department manager, the store manager, and several customer service people, I am stuck with this item that I will never use. I cannot believe they would not return this item being it was only 2 days past the 30 day mark. I have spent a lot of money at sears through the years but not ever again . I am unwilling to spend my money in a company that has no regards for keeping the customer happy and coming back. Granted it was only 32.00 it's the principal of the matter. I'm done with this company.
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Review
#1109024 Review #1109024 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Wor
  • Customer services
  • No accountability
Reason of review
Return, Exchange or Cancellation Policy
Loss
$32
Preferred solution
Full refund

Sears review: Ty Parkside Patio furniture cusions.

We bought a patio set jut over a year ago. The fabric that is used is defective. It disintegrated just over an years time when the warrantee expires. No recourse but to buy a new one. NOT from SEARS of course. Otherwise it will be the same issue. I met the operations manager, Natassia Gaul (702) 259 4250, in Las Vegas at Meadows Mall store. Her response was to deal with the manufacturer. I would like to warn consumer about this defect and encourage NOT TO BUY ANT PATIO FURNITURE from SEARS. Sears Department Store · $$ · Open · 35 on Yelp 4000 Meadows Ln, Las Vegas, NV · (702) 259-4200
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Review
#1108972 Review #1108972 is a subjective opinion of poster.
Product
Outdoor Furniture
Reason of review
Return, Exchange or Cancellation Policy

Sears products and service warranties

We purchased a kenmore refrigerator which actually is actually an LG in disguise. We also purchased an extended warranty. The refrigerator worked four months then stopped working. After 4 attempts to fix, we still cannot get a replacement unit, our is still not operational still don't have a working refrigerator. I want in on class action suit against SEARS
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Review
#1107980 Review #1107980 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Reason of review
Warranty issue