Customer service

Ordered our first "two door" Sears Kenmore fridge three years ago. Door was defective.

Delivery guys (not repair guys) show up and put new door on, half an inch higher than other door. Call Sears to complain that door does not close unless you move the bracket manually and they tell me it's probably "user error." Have to keep door alarm on at all times and sometimes even when door isn't closed completely the alarm doesn't go off, causing concerns about food safety. Last month compressor dies, all food ruined. Wait three weeks, three service calls (all late) and two compressors and finally fridge back on.

Service guy tries to fix door and make it even, but says bracket is broken and needs to be replaced. More hours on the phone (getting disconnected three times in an hour), service guys who don't show up and then admit the part is "NLA" (no longer available) and same with the door. So, oh well, maybe you (the customer) want to go buy some epoxy and see if you can glue it? Or maybe you want 10 percent off a new fridge?

Have bought every appliance for the last 20 plus years from Sears but they just lost a very loyal customer. This should have been resolved three years ago (according to one of the many reps I spoke to) but now there's nothing they can do. Oh well, tough luck.

Maybe this is why Sears is falling on hard times...they don't understand the importance of customer service and loyalty. Not every customer buys on price alone (that used to be me), but no customer will put up with being treated like they don't matter.

Reason of review: Damaged or defective.

Monetary Loss: $1500.

Preferred solution: Fix the door on the fridge so it closes properly or provide a replacement fridge if unable to do so.

I liked: Some sympathetic reps.

I didn't like: Customer service, Delivery experience.

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