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2.3 401 Reviews

Kenmore Complaints Summary

130 Resolved
271 Unresolved
Our verdict: Engaging with Kenmore, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Kenmore reviews & complaints 401

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12:00 am EST

Kenmore water heater power miser 9

When we bought this house there was a new Kenmore water heater and it broke after a year of living here. Our basement flooded. We had warranty on it but it still took about 2wks to get another one. Living in a house with no hot water with two kids isn't the greatest. Sears was not very helpful. They transfer you several times on the phone. Our new water heater now is leaking water and we had it put in a year and a half ago. Took a week of my husband calling Sears to even be able to talk to the right person. We ordered the part 11/15 and to find out today that it's back ordered. Our water heater leak is now a water heater waterfall. I'm not impressed with Kenmore or Sears.

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lalagirl
North Hills, US
Aug 10, 2010 12:50 pm EDT

I am having the exact same problem. Sears tells me its the Control Valve on mine. Ive had the water heater for two years and this is the 2nd control replacement. I have already been without water for 4 days and got a call yesterday saying the part is backordered now. Should maybe ship out in ten days Yep thats right ten days. Will never buy another Kenmore or sears product again.

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LoriSWEY
Corona, US
Dec 06, 2009 6:31 pm EST

I, too, an extremely dissatisfied with my Kenmore Power Miser 6 waterheater. I have had it for one year and two weeks. Parts are no longer covered. I have had no hot water for a week and have received absolutely NO help from Sears. No one seems to know what they are doing and they certainly aren't interested in fixing the problem! I will NEVER buy another Kenmore product, nor will I EVER purchase anything from Sears again.

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12:00 am EST

Kenmore strut broke, pump broke, main board broken?

We purchased a stackable Kenmore front loading washer/dryer in August 2005. The model number is 44152 and it was manufactured for Kenmore by Frigidaire.

We've had balancing problems with this unit from day one. I've paid service techs and handy people to come to our house to try and balance the washer after we were unable to do so ourselves. Two weeks ago the washer stopped completely. I had an appliance service tech out to replace the struts (apparently it comes with plastic struts which notoriously break) but it still wouldn't start. The Frigidaire tech I had out today was able to diagnose a broken pump ($280) but said I would need a Sears tech to read the rest of the error codes. He suspects the main board may be broken and told me that there are intermittent door lock problems and fill issues. The tech told me it would be another $195 or so for the main board, but that there may be other problems only a Sears tech could diagnose properly. Two and a half years old, folks.

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never again kenmore
Humble, US
Nov 01, 2014 5:11 pm EDT

Have same model. Multiple problems, some repeating. Don't buy Kenmore. Many problems with Kenmore side by side fridge, too.

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12:00 am EST

Kenmore circuit board went out

Aug 8, 2004 we purchased a top of line Kenmore Elite Dishwasher along with a Kenmore refrigerator. The dishwasher worked great until Sep 2006 when we could not change cycles on the control board any longer. The warranty for the circuit board was over in Aug 2006. To replace the circuit board alone is $300.00. It appears that the circuit board is not properly sealed against water for when we unscrewed this area, water ran out. So water was getting to the circuit board somehow. Of course Sears won't touch it unless we pay. So now in Nov 2007, there is one one wash cycle that works and it doesn't work very well, we have set the darn thing by the curb and have purchased a GE basic dishwasher as we already have over $700.00 invested in this piece of junk. We also have a fanstatic tsory about the refrigerator we purchased which was a Kenmore as well. Let's just say we have put over $500.00 during years 2 and 3. we will never buy Kenmore again.

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12:00 am EST

Kenmore we've only had the refridgarator a1year and 10 days.

The refrigerator for a year and 10 days ,then we found out that it had stopped working. We called it in and one of the customer service agents said that it would cost us for someone to come out and look at it. She checked the warranty and said that it was out of warranty,I told her that it should'nt be going out already if we only had it for a year that it shoul've lasted a while longer than it did. We got it oct.18,2006 and it's already out in Oct.2007, and I find it to be unfair the way some customers are being treated by Sears, not being concerned about they're customers satisfaction.

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12:00 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Kenmore these washers should have been recalled

Kenmore Front Load Washer - this wash machine has mold that continually builds up behind the door gasket and I believe around the drum itself. I have tried to keep it clean but to no avail, our towels smell something awful. I have called Sears 3 times, but only get a runaround, the only option they provide is to have a technician come out ($59.00) and diagnose the problem, which I already know. Then for another charge, they will run a solution through the washer to rid it of the mold, which will return, of course. I filed a complaint with a Sears "executive officer" (who has no power to do a thing about my dilemma) and she said that logging my complaint is all they will do. I asked if I should be expecting a call or a letter from someone and she said "no". These washers should have been recalled.

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Charlotte Rockwood
Silverlake, US
Mar 21, 2012 5:59 pm EDT

I bought my machine in 2004. Have had smelling problem all along! Last year july had pump replaced, sounded like airplane taking off. So I bought protection agreement. Then in oct started doing the same thing again.So repairman came out again, put in over 1200 dollars in parts. sub basket and 2 sub tub oute etc. Yesterday March 20, 2012 came back out doing same thing once again. And smells like burning. Need same parts 1241.87 ONCE AGAIN. SOMETHING NEEDS TO BE DONE.What can we do! My agreement is done in july then I HAVE 9O DAYS then I'm sunk! If prob happens again. They might give me 500 dollars toward new washer. Will talk to sup tomorow morn. Needs recall now mine is model [protected].

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reindeer
toronto, CA
May 09, 2011 9:08 am EDT
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I had the same problem it was a Kenmore front loader. Towels smell like mold disgusting, they sent me another washer, same problem, Now bigger problems pump burnt out only after a year and two months and could have been electrocuted, sears wont fix it, eventhough it is faultly!

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12:00 am EDT

Kenmore poor quality

I purchased a Kenmore Model 5263200 (Frigidaire ) side by side refrigerator for $1135.53 on 7/30/02. It had a 5yr warrenty from Sears. After two years the Sears repairman had to replace the compressor. Parts warrentied but it cost me $235 plus tax for labor plus $300 in spoiled food. Three years after that the compressor went again and the service call was $81.28 plus another $300 in spoiled food. The Sears repair said it would cost me somewhere over $700 for a new compressor because my warrenty expired a couple of months prior.
When I emailed Sears, there was response was more or less "too bad, you should have purchased an extended warrenty". If I knew that this was a lemon I would have done so. I believe that the first repairman did not seal the tubing properly and the freon slowly leaked causing higher than normal temperatures.

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12:00 am EDT

Kenmore washer

In July '04 we purchased the Kenmore Washer at Sears based on Consumer's Reports recommendations and the dependable "Kenmore" name. Well, 3 years and 3 month later the washer stops at spin cycle and since it's a front loader (never buy one of those again) I can't even get my items out of the washer. Had two service calls and bottom line - can't find the problem. Recommendation is to replace motor and circuit board to the tune of $456.00. When I called Sears, they passed the buck to Kenmore. Kenmore had the audacity to try and sell me their Service Smart Agreement for $300 to fix this problem and insure service for a year (you can purchase an extension for $100/year after the first year). Will I buy a Kenmore washer again? No way. Too bad because need a stove and a dishwasher but it won't be a Kenmore and I won't be shopping at Sears anytime soon.

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CGatti
, US
Sep 12, 2009 3:17 pm EDT

Sears SUCKS! I bought a GE stainless steel refrigerator from them this past winter. I was told it would take 21 days to receive it. It arrived and low and behold it was so damaged it wouldn't sit up straight. We rejected it. The driver said someone call the next day and we should get a replacement in a few days. After 5 days I called them and they didn't even know what I was talking about. After explaining what happened they apologized then told me it would be another 21 days for a replacement. I was pretty pissed but it was alot cheaper than anywhere else. They said they would give me 2 $50 gift cards for the inconvenience. 1 showed up - never did receive the 2nd. The refrigerator came and the delivery guys couldn't get the blue protective covering out of the cracks. They laughed on their way out saying, "good luck pulling the blue plastic out of the cracks for the next year"! The next day one of the drawers broke. The ice maker sounded like a screaming animal.
I called to complain and told them they needed to take it back. I was told someone would contact me about it. About a week later some guy in Atlanta called and I told him my story. He had the balls to tell me that they bent over backwards to accommodate me and they refused to take it back. I told him I didn't even receive the second gift card to which he told me, "yes you did!" I said I wanted to speak to someone else and he said a regional manager would call. Guess what... no one ever did.

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Glenn
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Nov 23, 2008 9:29 pm EST

We have had much the same problem with our Kenmore HE3t washer and dryer. The washer, which we bought on the recommendation of Consumer Reports, has been showing F11 and FdL codes almost every load. Sometimes we are able to open the door, close it, unplug machine and replug, take out and remove the detergent drawer and put it back, bang on the door in several places and just plain pray. Sometimes it clears and finally lets us finish or start the load. I hate this machine and Sears and/or Kenmore since they won't even acknowledge the problem. This should be a full recall of the machines or they should service them all at no charge. What's happening with the civil suits I hear about? This is terrible.

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bnu06
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Aug 04, 2008 1:05 pm EDT

Our Sears Kenmore dryer purchased in Feb 2003 (we clean/vacuum the lint often) just caught on fire 8/1/08 while we were home - if we were not home, our house would be gone! I filed a report with the CPSC and with the Kemore product safety center, but what can be done to recall these dryers if they can catch your home on fire?!? It was very scary and could have been much worse. Sears is horrible and said they can't do anything because it is out of warranty! I want to take action, but don't know where to start or if it's a losing battle.

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Steve M
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Jul 23, 2008 7:28 pm EDT

We purchased a HE3t dryer 03-16-08 The delivery date was 03-19-08 On 4-05-08 my wife had problems getting the dryer to start, I hadn't had any problems, we take turns on the laundry. She made a service call, they came out spent all of 3 minutes at the house and said over there shoulder as they were leaving there was no problem. We had repeated, worsening problems since. The dryer died on 6-28-08. Sears came out on 7-09-08. The couldn't get the dryer to work or show an error code, they took the whole dryer apart including taking the drum out of it, which by the way is not painted on the outside, and appeared to not know what they were doing. The left without the dryer operating and said they'ed be back next week with the parts. the parts nor Sears showed up. The service rep. told me the parts were not availible, and would be in till the end of August. I checked on line and by phone parts are availible, also it's $761 worth of parts, per service man, for a $1000 dryer. Sears then told me they were sending someone else out to diagnose, I told them the Error code was F 01, which is center interface board defective. Now Sears says they have reviewed by ticket and determined the dryer was struck by lightning. All the LEDs, LED read out light up. Also going further into the diagnostic code, the dryer will test run for a minute. I'm a fully licensed HVAC service tech. and I can tell you the first thing lightning would knock out is the LEDs. I will now have to take Sears to court over the Dryer.

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M.Duclos
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Jul 17, 2008 10:17 am EDT

I am just sick about my Kenmore HE 3T. I have sent complaints had service techs come out. I will not spend one more penny on this hunk of junk nor will I ever purchase a Sears product. Sincerely sad to see this iconic American company, pass the buck, sellout on quality and produce sub standard products (throw away) that can't make it through 3 years. No wonder they want you to purchase gobbs of warrenty crap they know its going to fail. Why not just say here is our product and this is how much it costs. As a single mother of two, I made a ### investment, I am now purchasing a Miele washing maching which comes with an automatic 5 year warrenty, hello. I want to spend my piss poor american dollar in America, but no, to get a quality product I will have to purchase a German made machine. Frankly, I can't afford to do otherwise. Not to mention the time I've spent dealing with this very expsensive product. Very sad:(
Look for a U Tube blow up scene involving an HE 3T,
coming soon, its going down to the range, because I can't give it away. Thanks Sears

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Tracy
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Jun 03, 2008 5:33 pm EDT

We purchased both the Kenmore Elite HE Dryer & Washer from Sears approx April 2003. My dryer caught fire a couple of days ago, May 29th 2008!

We had not had either long (maybe 6 month to a year) when the dryer started collecting lint, not drying the clothes as it had originally & the heating element went out. I spoke with every person I could locate @ Sears from the bottom up to the so called top. Not one person was willing to take care of the problem, each would have me call another number, not to mention most of the people I spoke with were rude & totally unconcerned. I finally demanded to speak with a superviser & the supervisor would not even call me back... I eventually contacted a local appliance repair company to repair (the two brilliant service guys who installed the washer/dryer hooked them both up on the wrong side, causing my dryer vent to go a very long distance. Surely not helping the situation). After reviewing all of the internet info about other people who have experienced similar issues - looks like this is a manfacturer defect, at a minimum a really bad design. Should have stuck with Maytag!

Not to mention, if my dryer/washer had not been in an area where we were in on a regular basis, the entire home would have gone up in flames while my 3 daughters were home! It almost did anyway. Not too happy with Sears & have not purchased one additional item, nor will I since! My best advice is to go elsewhere for appliances.

Tracy
Memphis, TN

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Bruce Fahber
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Jan 27, 2008 10:39 am EST

At least you got to speak with someone from Kenmore. My Kenmore Waste Disposal just went out after owning it for only 3 years. My warantee is good for 10 years. When I called Sears, they said that a technician would not be able to come out for 11 days. I paid good money for a warantee, only to find out that it's crapping on me. The hell with warantees and Kenmore. I couldn't even reach anyone from Kenmore. On top of that, the person that answered the phone from Sears didn' t even speak English! I asked to speak with a manager and she had the audacity to tell me that my response would be the same if I had spoken with the manager. After telling her that I would come in person, she gave me a manager. The bottom line: I have to wait 11 days for my disopser to be repaired. Thanks Kenmore, if you' re reading and actually give a damn.

Don't pay for a warantee!

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12:00 am EDT

Kenmore sad piece of crap

This is just the latest in the saga of this sad piece of crap. This will be the sixth (I think) service call. During the convection cook cycle the unit went belly up. No reboot. DOA. Prediction: unit will have to come down for repair and only one serviceman will be sent requiring a reschedule which will result in the same thing. On the third visit I will be told I must remove new stove underneath first. This will be difficult for me to take and I will remove the microwave by myself and throw it into the front yard in front of them. Never will purchase appliance from Sears again. I hate Kenmore problems.

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12:00 am EDT
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Kenmore - no cold air in freezer

We purchased the Kenmore Trio Elite Refrigerator in early 2005. Two months later, the ice-maker was not producing ice. They came out and fixed it. One year later the freezer died. No cold air. Everything had to be thrown out. They said it would take almost a week to fix and costs me lots of $$$. I am very disappointed with Sears Customer Service and...

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Kenmore beware! don't burn your house!

On Sunday May 27, 2007, I turned my Sears Kenmore oven on to preheat so I could bake cookies. I left the room for less than 5 minutes. When I returned, I realized my oven was on fire. The bottom heating element was in flames and the digital read outs on the stove top were all blank. I turned the oven off, it continued to burn, so I ran to the circuit breaker and turned it off, after a few minutes, the fire went out. My range was SO hot, it took a long time for the exterior of it to cool enough to touch. We called the manager at our local Sears, and several other people, all the way to the corporate offices. NO one would offer any satisfaction. This range was only 5 years old! We wanted them to come and see what malfunctioned and caused it to burn. They refused to do that unless we paid them to come. Since the oven was destroyed, we didn't want to sink any more money into it. We had it hauled away when our new range was delivered (not a Kenmore, and not from Sears). We do have pictures of the burned element and the serial # off the range. We hope someone will take notice and recall these ovens before someones house burns down.

Read full review of Kenmore and 362 comments
Update by Seb7
Feb 02, 2008 11:01 am EST

I am one of the people that originally posted about my Kenmore Oven catching on fire. Please! Make sure you contact the Comsumer product safety commision.
CPSC.GOV and fill out a complaint, it's quick and easy.

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RealitySoBites
, US
Sep 19, 2020 10:33 am EDT

Kenmore oven's look like they were designed by a child with a mental defect.. absolutely garbage.
You can't fix bad design... you don't buy it.
Can see what having an inept thieving CEO did to Sears.

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Rose Marie Marburger
, US
Oct 08, 2019 7:55 pm EDT

I have a 25 year old 911. Model electric stove. Tonight I was lucky to be in my kitchen when I saw a white flash and flames along the lower element. The smoke filled the oven so I left the oven door closed and got my fire extinguisher ready and I guess I panicked because I couldn’t remember where on the panel I needed to turn off the oven. Luckily, my circuit breaker went off in my basement. This seems to be an issue sears has had for a very long time and hasn’t done anything to prevent it from happening. I guess that now they no longer are doing business, I guess we are on our own. It’s life threatening.

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GrammyCAK
, US
Jul 01, 2019 3:04 pm EDT
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All of these posts are old, anyone have problems in 2019? Don’t know where to go to get resolution. Installed Kenmore range 2 years ago, but purchased and stored it for one year prior. Yesterday, the entire electrical system at back of stove caught fire, melded all wires and components together. Here is information model no 790.[protected]; UL listed 81m1; September2019. Distributed sears brands get Corp, Hoffman estates; made in Canada

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DoneWithSears
, US
Jun 03, 2018 7:21 pm EDT
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Kenmore Electric Range purchased 2012. Oven goes into self-clean mode when doing normal baking; food is burned, house filled with smoke and can't shut off. Our Kenmore refrigerator ice maker went out after three years; Front load washer would never balance. Sitting in our basement. Never again with Sears. No wonder they are closing stores. Bought all three appliances from same store in 2012.

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Harley
, US
May 01, 2009 10:54 am EDT

I purchased a new STOVE 11/08 used self cleaning oven for 1st time when it finished glass door was all streaked in between glass looking like it was a 100 years old. Unable to wipe it clean as stain was in between glass I called Sears, service tech came out, he was very nice but unable to help with the problem. I was told this was common, so I asked to replace the door with one that had no glass and was told this was not a option. It has been over 20 years since my last stove purchase so I was hoping this one would last as did the last one. This one already looks like it has been used for many years. If I was told this would be a problem I would have purchased another with a solid door. Sears hasn't even made an attempt to correct the problem and we are very unhappy with their customer service.

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Shannon Ewing
Nampa, US
Feb 13, 2012 2:03 pm EST

When I was 17 Sears would not honor a 5 year warranty on a battery I had purchased that went bad in 14 months. I swore I would never by anything from Sears again. I didn't until 33 years later my husband talked me into buying a refrigerator from them. Now 8 months following the purchase we are told we can't find the filter on line any less expensive than in store by a Sears Employee, (go figure) and when I try to find the filter in store they no longer carry it, nor do they online. So, here we go again. I will never purchase anything from Sears again and this time I mean it. But hen again with their current problems they may not be around much longer to try and cheat customers.

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Leslie Walliser
Weyburn, CA
Apr 01, 2013 9:50 pm EDT

We were preparing to cook supper, turned on the oven, heard crackling and smoke started coming from the back panel. I have read numerous complaints about this from many other consumers. I'm guessing there is some sort of default in this product. The smell of wires burning is still quite strong. I would appreciate being contacted ASAP as we obviously cannot use our stove. Email address is: Leslie.walliser@rcmp-grc.gc.ca

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kucukates
Bonita Springs, US
Nov 07, 2012 2:30 pm EST
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Installed new Kenmore oven model [protected] week of Aug 24, 2009. Since then I have had five repairs done by Sears involving the same parts: the LED control panel.. Usually the LED lights start to fail followed by a beeping sound and then a code F11. The last time this happened the oven turned itself on Broil at 550 degrees. If I had not watched it do this, I wouldn't have believed it! Since we travel a lot this could have caused a major fire, destroyed our home, and killed our 3 animals. The repairman agreed there was a danger and we have to keep the fuse off. According to Sears they will not replace my oven (it's under a seervice contract) unless there are four repairs within a year, I've had 3 in 2012 so far and 2 previously, always on the same parts. The oven is a lemon and I want a replacement of a different model. In addition, I have to wait for long periods of time to get the repairman to come and order the parts, wait to receive them, and wait again for the repairman to come back and install the parts. I've been waiting now since Sep 23rd and it's Nov 7th. By the way, Sears sent the wrong part and I'm waiting again.

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ajdodson
Manakin Sabot, US
Aug 23, 2016 2:35 am EDT
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My washing machine does not rinse water, within the last month the machine has retained water in the basin. After 3 attempts and many missed hours of work, guess what the washer is still not rinsing and the tech has to decide if the machine is worth replacing. My technicians boss told him that my machine has been repaired to the point that it should rinse and hung up on him. So the tech managed to rinse the stagnate water out of my machine and told me there was nothing else they could do. So what was my $250.00 warranty for? Customer service was not helpful, either they would call me back with results in 24 hours or I could make another appointment and have another senior tech come out. More missed work and still no results.

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Dave
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Aug 04, 2016 5:13 am EDT

We owned a cheep Kenmore upright. This sales guy phoned and had a spiel about the Tristar vacuum. We thought for a "prize", which we found difficult to collect on, but we heard him out.

This guy was slick but he made it sound really like a good vacuum, even with a nice demonstration.

I hate sales people, and this guy was good. And he got us to buy one of these little toys of his. What a mistake. HUGE mistake!

It is pricey, looks great, does not work nearly as well as our cheep Kenmore. I just tried to clean up needles from a Christmas tree and it just pushes them around and picks up a few at a time.

We have a professional cleaning service come in every 2 weeks and the first week they used it they HATED it. They said it does not pick-up enough (not enough suction) and it keeps pinching his fingers when he puts the tube pieces together. They asked for the cheep Kenmore back as well.

If these people call you, I recommend you hang up. If you think the prize will be good reason to listen, WRONG! Tell them to go away not come back. Anyone want to trade a new Tristar for a even reasonable vacuum?

Good luck,
Dave

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12:00 am EDT

Kenmore sears washing machine exploded!

Our $800 Kenmore Elite washing machine died after 13 months. Since it had a 12 month warranty the Sears people didn't take any responsibility - even though we had called them 3 months earlier to report the problem (the agitator came loose from the machine and would come out when the clothes were removed). They told us the repair would be $550, plus it cost $55 to have their service guy come out and say "yup, it's all screwed up". When the agitator came apart during a wash / spin, it spewed a dozen parts, and punched holes in the top of the drum. It made a loud enough noise that it scared my daughter! We called the Sears customer "service" people, got the run around, had to call many times, and the best they'd offer was 10% off the price of the repair - which basically meant that the service call was no charge.

I will never buy another thing from Sears as long as I live. Don't buy a Kenmore, unless you have money to waste.

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AMIT PATEL
,
Apr 16, 2008 6:44 pm EDT

KENMORE ELITE WASHING MACHINE AND DRYER SUCKS... THAT'S ALL I AM GONNA SAY. B/C DORR HANDLE CAME OFF AFTER YEAR AND HALF. NOW THERE'S NOTHING THEY CAN DO ABOUT IT... THEY ASK ME TO BUY NEW ONE B/C IT'S ON SALE.. I AM NOT SPENDING A DIME MORE ON ANY OF KENMORE PRODUCT.

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12:00 am EDT

Kenmore never buy from sears!

Purchased a Kenmore Gas Grill 4-5 years ago. The grill worked great for about 1 month. From that point forward it has been nothing but a nightmare. The regulator has been replaced almost yearly now. The frustrating part is two fold.

1) The fact that the regulator continually has to be replaced.

2) When the regulator has to be replaced, it takes almost 1 month for this to happen as they have to schedule someone to come evaluate it (1 week) then order the part (2 weeks) after I already told them what it was, then schedule the install (another 1 week) so now 1/3 of my usable summer bbq time is used up.

I have asked multiple times that they just replace the grill and they refuse. I am at the point where I will take it to the nearest sears and chain it to a lamppost with a sign that reads "Do Not Buy Anything From Sears".

I have explained to them that if they will not replace the grill, I will convince people to pass on buying from sears just one time and that by doing this they will eventually loose MUCH more money than if they just replaced the grill.

Now to keep with my promise to Sears, I am asking that the next time you think about purchasing from Sears, Think about this message and buy elsewhere.

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12:00 am EDT

Kenmore buying this product was a mistake!

I bought this machine in 2004. The machine worked well for about a year. Then the F signals starting to show up. I did some research on the internet. I found that many people were having the same problems I was experiencing. The door lock. After I my high efficiency washer broke down, I no longer had an efficient washing method. We have to spend $30.00 a visit to the laundry mat. I also have to spend money on this machine to get fixed. Sears rips us off for service calls. And who knows if they will get it fixed. We have 6 people in our family and the Kenmore machine is not living up to its expectations. Please do not buy this product. It will be a big mistake. Do your research on the internet and you will find the same results.

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Stephan Bachman
, US
Apr 06, 2011 6:40 pm EDT

I bought this machine last year. It worked for one year. And just when the warranty expired we started having problems with the door lock and panel signals. I had to call the Sears service people three times which cost us money. While I waited for the fix I also had to wash my cloth in a local laundry mat. I already spent half the cost of the machine on the service calls and laundry, and I wish I did my research first on this machine. I found many people on the internet complaining about this particular model.

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Kenmore - sears's faulty product

I purchased a townhome in 1995. The thing is that an A. O. Smith 40 gallon gas water heater was installed by the builder. It lasted a good 11 years. In January of 2006 it died. I purchased a Kenmore Power Miser 9 gas water heater. The fact is that the installation guy told me that they are all the same water heater. They just slap a 6, 9, or 12 indicating...

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Kenmore worst sears story ever and continues

Sears Store and Sears Departments Referred to: Sears Store -Crystal River, Fl. / Repair Services-Cincinnati, Ohio / National Customer Service-Sears.com / Protection Agreement Department/Office CEO Alywin B Lewis-Chicago, ILL

RE: Kenmore Embroidery Sewing Machine-sent in for gen. maint. returned in pieces/missing parts/ damaged. Every department I come in contact with at Sears has failed me and I still do not have a working machine this date-May 2, 2007-6 wks. later.

March 20, 2007: I dropped my Kenmore Embroidery Sewing Machine off for Gen. Maintenance at the Sears Crystal, River, Fl., to return April 6, 2007.

April 7, 2007: Called the store and was told the machine was sent to a wrong repair location, machine returned to store and sat until I called April 7th. The supervisor (Frank) promised to re-send the machine out overnight express to Ohio repair. I questioned why was the machine sent to wrong location and sat on shelf so long before I called?

April 12, 2007: I sent an email to Sears National Customer Service via Sears.com with a complaint regarding the machine being shipped to wrong repair location, sat on the store shelf and why no one called to explain delay in service. Received a generic computerized return email regarding scheduling my home repair with a # to call if questions. Since home repair did not apply to my complaint I called the 800# listed in the email in an attempt to talk to a service representative with the following results: I was on hold for an exceptional long time - when the service rep came on the phone I explained the situation and was asked for my name, address etc. and switched me to another service rep-I again explained the situation-was put on hold and was transferred to another service rep who then sent my call to the Florida Repair line -again waited -then when the rep came on and I again explained the situation -she advised me she had no idea why I was transferred to her and told me to call the store where I dropped my repair off-I told her that was the problem why I was calling-she then told me to call [protected]. I tried the number and realized it took me back where I was at, so I returned to Sears Customer Support on- line and sent another complaint/message.

April 13, 2007: Sent another email to Sears Customer Support including the following statement:What is going on with Sears? This is the worse customer service I have ever had and am about to go on the internet and air my views/frustration, as this is insane and not what I expected from Sears.

April 14, 2007: I received another generic response ( I assume from the email above) from Customer Support ( Mary J) that if I had questions to contact [protected]. I responded back to Mary J. stating it was insulting to receive a "canned" response, when I was contacting Sears with a problem, still had a machine somewhere and I needed help. I asked her to please contact me -never received response!

April 20, 2007: I contacted the store manager (Maurice Hammond) to see if the machine had come back, was advised it came in the night before. I went over to pick up my machine and upon opening the machine (while still in the repair area with Frank, the repair supervisor) noticed my hoop was not there and the plate over the bobbin (which should have been screwed on-missing screw) fell off. Upon further exam the entire bobbin unit was missing, the unit that the sewing feet are attached and misc other parts. Frank advised he had packaged the machine the 2nd time it was sent out and the hoop was there as he remembered sending it. I was offered 20% off the current Kenmore Elite (which is a cheaper emb. machine) plus I would still get my parts-did not consider-too upset to think. An inventory was made of the parts, repair was contacted and after 2 hours I was told to take my non-working machine home. I was promised all parts would be sent out Monday overnight arriving at my address Tuesday,April 24th. After getting it home I noticed the machine case was scratched and the machine itself was damaged. I also got a flashlight and looked in the machine observing lint and did not feel the machine was serviced. I called Sears, spoke with Frank, advised him of the condition and he again said not to worry they were taking care of everything. I wanted to show the machine to the store manager and was told he would be in later on Monday. On MondayI took the machine back to Sears to talk with the store manager and show him the machine. I was told not to worry everything would be made right and I would be taken care of. I expressed my concern regarding the condition/mis-use of the machine and it's computer parts rather it would be in working condition when the parts finally arrived and/or in the future causing problems/errors to occur. It appears the machine had been dropped or extreme misuse for the scratches to appear on the machine (& case) while in Sears possession. I was reassured not to worry everything would be taken care of.

April 24, 2007; Approx. 3PM we received a call from Willie (repair -Ohio) my husband answered and I picked up the extension and heard Willie asking my husband if the parts had arrived yet and that he was calling to check. My husband told him no and asked how they were sent. My husband was advised by UPS. No package arrived this date as promised.

April 25, 2007; I called the store as soon as the store opened and advised Frank (repair supervisor-local store) the parts had not been delivered. Frank would check on it. A short time later I then received a phone call from John Davis who identified himself as the supervisor from repair where the machine had been sent. I told him the parts had not been delivered as promised and he advised the order had been cancelled. He then wanted to know exactly what I was missing; I started explaining and then told him to contact either Frank or Mr. Hammond as they had the parts list. He also asked me to again explain the sequence of events that had transpired. By this time my patience is becoming limited as I have gone over this and was told by the local store manager that he was taking care of it. Mr. Davis advised me the machine arrived on April 12 and was returned to the store on the 13th –the next day. He also stated the machine arrived with missing parts and on and on saying the store sent the machine to repair in the condition it was in. He then told me the parts would not arrive until April 30, 2007. I told him this was ludicrous as I was promised the parts delivered the previous day plus Willie who is in the same location as Davis said the parts had been shipped. The right hand does not know what the left hand is doing. I told him about the scratches and my concern regarding the care of my machine while Sears had it in it’s possession since March 20th and the lack of service. I questioned him how the machine could be serviced as the machine is computerized to not run without the bobbin unit or the machine in tact. I cannot test it now as it will not function without the bobbin unit. I received an answer somewhat indicating they would use spare parts but were not concerned with the machine being sent in with missing parts/nor questioned it. He was very clearly blaming the local store for the problems. I expressed by displeasure at this whole experience and have literally had it and can not believe anything coming from any of the Sears representatives to be the truth as one says one thing and a different department something else. I also told him right now I feel Sears owes me the parts plus a new embroidery sewing machine comparative to mine. He told me he could not make that decision.

I then called Mr. Hammond the store manager back and related all the above information including the fact that now it appears repair is claiming the machine arrived with missing parts and my promised parts (that did not arrive on April 24th) will not be delivered to me until April 30th.

I also advised I was questioning the time structure of the events. I was told the machine would be sent out by overnight delivery on April 9th to reparir for service, which means the delivery should have arrived in Cincinnati, Ohio April 10. Mr. Davis (Ohio)tells me they received it on the 12th and sent it back to Crystal River on the 13th but I called the 20th to check on the machine and was told it came in the night before. Obviously, there is a problem with overnight mail or one of the locations did not send or receive the machine as they indicated. I also advised Mr. Hammond I had filed complaints with National Complaint on line almost 2 weeks before as I was also extremely unhappy with the repair area. Mr. Hammond advised they would just contact him but that he had not received any information nor had he been contacted ref. to any complaints.

I then called the Protection Agreement Division and advised the rep I wanted to cancel my Protection Agreement on my Kenmore Embroidery Sewing Machine. I was asked why and explained the situation, plus that I would no longer trust sending this machine back or any machine into repair He put me on hold and then when he returned said he had repair on the phone and they had ordered my foot petal. My foot petal was not missing and I told him they had me confused with someone else-on-hold I went. He came back and said they still said it was foot petal and he could get repair on the line with me. I told him I did not want to talk to repair but would talk with his supervisor or someone over repair- I was refused plus he had no idea who/what department was over repair. I was told by the rep that if I cancel the agreement the parts would most likely not be covered under the agreement and would be billed to me. I told him the parts were not under the agreement that they were stolen/lost and I wanted to cancel the agreement. He finally did tell me he would cancel the agreement after my insistence to do so. I did get another number to call to the National Customer Service as I wanted it noted what he said about the agreement not covering the missing parts.

I then called the number he gave me [protected]) for complaints and talked to Annette (ext. 12356) who took the information down. I advised I wished to file a complaint on the Protection Agreement Division due to the fact that the rep told me I would most likely be billed for the parts that were missing/stolen. I also advised her of all the problems /complaints that I had called/emailed and I still wanted to talk to a supervisor. Annette advised she would talk to her supervisor and call me back-never received a call that day or thereafter.

April 26 2007: Sent 8 page fax to National Customer Relations filing a written complaint.

April 27, 2007: I received a small box of misc parts -(2) duplicate bobbin plates ( which were not missing), the missing screw, duplicate foot attachment (piece the feet attach to the machine which was missing), (2) duplicate foot # A (was missing) package needles, package bobbins, felt for under thread holder (no thread holder) and another piece of the foot attachment that was still on machine (did not need).

I called the local store, advised Frank of the delivery, receiving not needed parts and he stated more boxes were coming.

April 30, 2007: Received a call from a lady stating she was from Sears National Complaints and was calling in regards to my fax. She stated she was going to forward me to the Executive Offices of Sears (Texas), could I please hold. An individual came on the line and I asked her if the lady that had forwarded the call also forwarded my fax or explained my position. She advised she had been told but she had told the caller she was the home repair not drop of repair division (Exec. Office) the lady who transferred me to her stated that was ok and hung up and she felt I had been "dumped" on her. So I ended up in the wrong department again and National Complaints can say they forwarded my complaint. Unfortunately, the lady in the Exec Office did not get the caller/ladies name who did the transfer nor did I as it all happened so fast. The lady in the Exec. Office told me it was not her area but she was nice enough to say she would try to forward it on.

I then sent another fax to the National Complaint to: the Supervisor with the above info and requesting someone to contact me for resolution.

Received a UPS delivery containing a new cover for my machine to replace the scratched cover.

May 1, 2007: Received a small envelope containing missing embroidery foot.

Looked on web for CEO of Sears & found Fax number. Attempted to fax complaint info to CEO/Sears Holding Office. Fax rejected, number no longer a working number. Contacted another 800# number found in Sears Holding for CEO, Alywin B. Lewis. Reached a switch board operator who advised the CEO of Sears no longer has a listed Fax available nor is there a number to contact to anyone in that division, as well as no email.

May 2, 2007: I was given an email contact for Janome ( the manufacturer of my machine) by a member of the Kenmore Yahoo group. Sent an email yesterday May 1, giving details , attachments of complaints/fax info asking for help. The Janome contact-Toshi Takayasu - Managing Director- Janome. the manufacture of my machine. I did receive and email back stating; " Thank you very much for your e-mail. As I am not in a position to involve in your situation, I will forward this to the people at Jamac, Inc., which is the supplier of Sears Kenmore sewing machines. You can reach them by calling at 1-877-SEWING-U. I called the number listed and it is no longer a listed number.

Received a large envelope in the mail from Sears with parts list no explanation?

In conclusion: Today is Wednesday, May 2, 2007 and my machine is still not usable 6 weeks later. I paid extra dollars for a Protection Agreement to have this service (General Maintenance), not for my machine to be damaged and parts lost/stolen. I still won't know until the parts arrive if my machine will operate. Even if it does run, the machine has been abused-maybe dropped to obtain the scratches to both the case and head of the machine. I will continue to worry if there has been any damage to create future errors in the program. Would you feel comfortable if your pc was returned damaged with missing/stolen parts?

My machine was in “like-new” condition when it was dropped off , as I had not used it since purchase as I had returned to the workforce and it sat without use , plus I took exceptional care of it. I have been obtaining thousands of designs, joined several sewing Yahoo groups and was excited to begin to embroidery for my grandchildren, etc.

The initial cost of this machine when it was new was close to $2000 plus we bought the cabinet, the re/writer programs and some disc.

All I have heard from the store manager is that "not to worry everything will be taken care". When?

I have dealt with more departments than I care to think about with lack of customer service. I have gone through extreme turmoil and time attempting to resolve this.

The local Sears store missed up by shipping it to the wrong location and letting it set on the shelf before re-sending it back out but the repair/service end and Customer Service have abused the situation. I do not feel my machine was stripped of parts in the local store –that makes no sense. The parts that are missing are the items that would have been taken out under maintenance like the screw that holds the bobbin unit in tack, the whole bobbin unit, and the feet and attachments that are missing are used in the embroidery and regular setting positions. The misc. items left in the storage area of the machine are the items including feet that are used for optional sewing. The automatic bottom whole foot, the overedge foot, the blind hem foot and the straight stitch foot were left in the machine. The part to attach the feet to the machine was missing, along with the embroidery foot and other misc feet. If someone was taking them, why not all of attachments and why the screw and bobbin unit? I would think that if the machine were lacking the mechanisms to make it run supporting the computer components someone would have made a phone call to check on it. Somewhere along the line while my machine was in the possession of Sears it was abused to obtain the scratches to both the case and the machine. I feel the repair/service area lied not only to me but the local store that the parts would be sent out as stated and receiving 2 calls from 2 different people in the repair department contradicting each other is ludicrous and unfair to the customer.

The National (web link) customer service has been totally non-functional to me, sending out generic messages to pacify my complaints is disastrous with no follow-up. As I stated above, no one from the customer service even contacted the store manager and I have been in customer service as well as executive director in my field and understand the importance of individual contact, especially when a customer has gone beyond measures to resolve the issue.

I am so disappointed and frustrated with Sears service at this point I will no longer consider Sears for purchases other than Kenmore parts if not able to locate them elsewhere. The good reputation and confidence in Sears is diminishing with the lack of customer support.

I have had personal contact with Sears staff, sent email complaints and sent several faxes with no results. My only recourse after this compliant is to go beyond Sears and voice my displeasure. I can no longer continue to harvest this frustration with Sears staff as it is taking me no where. I was looking forward to working on the items I had promised for grandchildren birthdays but am only dealing with frustration and am now looking at a machine that is not usable, been misused and missing parts.

My machine is not in the same excellent condition it was in when it was sent in for maintenance and will never be even when the missing/stolen parts are finally sent.

Sears Store -Crystal River, Fl. / Repair Services, Cincinnati, Ohio / National Customer Service-Sears.com / Protection Agreement Department / Office CEO Alywin B Lewis

RE: Kenmore Embroidery Sewing Machine-sent in for gen. maint. returned in pieces / missing parts / damaged. Every department I come in contact with Sears has failed me and I still do not have a working machine this date-May 2, 2007-6 wks. later.

March 20, 2007; I dropped my Kenmore Embroidery Sewing Machine off for Gen. Maintenance at the Sears Crystal, River, Fl., to return April 6, 2007.

April 7, 2007: Called the store and was told the machine was sent to a wrong repair location, ret. to the store and sat until I called April 7th.(when I called). The supervisor (Frank) promised to re-send the machine out overnight express to Ohio repair. I questioned why was the machine sent to wrong location and sit on shelf so long before I called?

April 12, 2007; I sent an email to Sears National Customer Service via Sears.com with a complaint regarding the machine being shipped to wrong repair location, sat on the store shelf and why no one called to explain delay in service. Received a generic computerized return email regarding scheduling my home repair with a # to call if questions. Since home repair did not apply to my complaint I called the 800# listed in the email in an attempt to talk to a service representative with the following results: I was on hold for an exceptional long time - when the service rep came on the phone I explained the situation and asked if the tracking number listed on the email would help-she advised no but asked for my name, address etc. and switched me to another service rep-I again explained the situation-was put on hold and was transferred to another service rep who then sent my call to the Florida Repair line -again waited -then when the rep came on and I again explained the situation -she advised me she had no idea why I was transferred to her and told me to call the store where I dropped my repair off-I told her that was the problem why I was calling-she then told me to call [protected]. I tried the number waited for an operator, was running out of time so I returned to Sears Customer Support on- line and sent another complaint/message.

April 13, 2007; Sent another email to Sears Customer Support including the following statement:What is going on with Sears? This is the worse customer service I have ever had and am about to go on the internet and air my views/frustration, as this is insane and not what I expected from Sears.

April 14,2007; I received another generic response from Customer Support ( Mary J) that if I had questions to contact [protected]. I responded back to Mary J. stating it was insulting to receive a "canned" response, when I was contacting Sears with a problem, still had a machine somewhere and I needed help. I asked her to please contact me -never received response!

April 20, 2007; I contacted the store manager (Maurice Hammond) to see if the machine had come back, was advised it came in the night before. I went over to pick up my machine and upon opening the machine (while still in the repair area with Frank, the repair supervisor) noticed my hoop was not there and the plate over the bobbin (which should have been screwed on) fell off. Upon further exam the entire bobbin unit was missing, the unit that the sewing feet are attached and misc other parts. Frank advised he had packaged the machine the 2nd time it was sent out and the hoop was there as he remembered sending it. I was offered 20% off the current Kenmore Elite (which is a cheaper emb machine) plus I would still get my parts-did not consider-too upset to think. An inventory was made of the parts, repair was contacted and after 2 hours I was able to leave with my non-working machine. I was promised all parts would be sent out Monday overnight arriving at my address April 24th. After getting it home I noticed the machine case was scratched and the machine itself was damaged. I also got a flashlight and looked in the machine observing lint and did not feel the machine was serviced. I called Sears, spoke with Frank, advised him of the condition and he again said not to worry they were taking care of everything. I also put the machine back in the car and returned to Sears to talk with the store manager. I was told not to worry everything would be made right and I would be taken care of. I expressed my concern regarding the condition/mis-use of the machine and it's computer parts rather it would be in working condition when the parts finally arrived and/or in the future causing problems/errors to occur. It appears the machine had been dropped or extreme misuse for the scratches to appear on the machine while in Sears possession. I was reassured not to worry everything would be taken care of.

April 24, 2007; Approx. 3PM we received a call from Willie (repair -Ohio) my husband answered and I picked up the extension and heard Willie asking my husband if the parts had arrived yet and that he was calling to check. My husband told him no and asked how they were sent. My husband was advised by UPS. No package arrived this date as promised.

April 25, 2007; I called the store as soon as the store opened and advised Frank (repair supervisor-local store) the parts had not been delivered. Frank would check on it. A short time later I then received a phone call from John Davis who identified himself as the supervisor from repair where the machine had been sent. I told him the parts had not been delivered as promised and he advised the order had been cancelled. He then wanted to know exactly what I was missing; I started explaining and then told him to contact either Frank or Mr. Hammond as they had the parts list. He also asked me to again explain the sequence of events that had transpired. By this time my patience is becoming limited as I have gone over this and was told by the local store manager that he was taking care of it. Mr. Davis advised me the machine arrived on April 12 and was returned to the store on the 13th –the next day. He also stated the machine arrived with missing parts and on and on saying the store sent the machine to repair in the condition it was in. He then told me the parts would not arrive until April 30, 2007. I told him this was ludicrous as I was promised the parts delivered the previous day plus Willie who is in the same location as Davis said the parts had been shipped. The right hand does not know what the left hand is doing. I told him about the scratches and my concern regarding the care of my machine while Sears had it in it’s possession since March 20th and the lack of service. I questioned him how the machine could be serviced as the machine is computerized to not run without the bobbin unit or the machine in tact. I cannot test it now as it will not function without the bobbin unit. I received an answer somewhat indicating they would use spare parts but were not concerned with the machine being sent in with missing parts/nor questioned it. He was very clearly blaming the local store for the problems. I expressed by displeasure at this whole experience and have literally had it and can not believe anything coming from any of the Sears representatives to be the truth as one says one thing and a different department something else. I also told him right now I feel Sears owes me the parts plus a new embroidery sewing machine.comparative to mine. He told me he could not make that decision.

I then called Mr. Hammond the store manager back and related all the above information including the fact that now it appears repair is stating the machine arrived with missing parts and my promised parts (that did not arrive on April 24th) will not be here until April 30th.

I also advised I was questioning the time structure of the events. I was told the machine would be sent out by overnight delivery on April 9th which means the delivery should have been on the 10th in Cincinnati, Ohio at repair. Mr. Davis tells me they received it on the 12th and sent it back to Crystal River on the 13th but I called the 20th to check on the machine and it came in the night before. Obviously, there is a problem with overnight mail or one of the locations did not send or receive the machine as they indicated. I also advised Mr. Hammond I had filed complaints with National Complaint on line almost 2 weeks before as I was also extremely unhappy with the repair area. Mr. Hammond advised they would just contact him but that he had not received any information nor had he been contacted ref. to any complaints.

I then called the Protection Agreement Division and advised the rep I wanted to cancel my Protection Agreement on Kenmore Embroidery Sewing Machine. I was asked why and explained the situation, plus that I would no longer trust sending this machine back or any machine into repair He put me on hold and then when he returned said he had repair on the phone and they had ordered my foot petal. My foot petal was not missing and I told him they had me confused with someone else-on-hold I went. He came back and said they still said it was foot petal and he could get repair on the line with me. I told him I did not want to talk to repair but would talk with his supervisor or someone over repair- I was refused plus he had no idea who/what department was over repair. I was told by the rep that if I cancel the agreement the parts would most likely not be covered under the agreement and would be billed to me. I told him the parts were not under the agreement that they were stolen and I wanted to cancel the agreement. He finally did tell me he would cancel the agreement after my insistence to do so. I did get another number to call to the National Customer Service as I wanted it noted what he said about the agreement not covering the missing parts.

I then called the number he gave me [protected]) for complaints and talked to Annette (ext. 12356) who took the information down. I advised I wished to file a complaint on the Protection Agreement Division due to the fact that the rep told me I would most likely be billed for the parts that were missing/stolen. I also advised her of all the problems /complaints that I had called/emailed and I still wanted to talk to a supervisor. Annette advised she would talk to her supervisor and call me back-never received a call that day or thereafter.

April 26 2007: Sent 8 page fax to National Customer Relations filing a written complaint.

April 27, 2007: I received a small box of misc parts -duplicate (2) bobbin plates ( which were not missing), the missing screw, duplicate foot attachment (piece the feet attach to the machine which was missing), duplicate (2) foot # A (was missing) package needles, package bobbins, felt for under thread holder (no thread holder) and another piece of the foot attachment that was still on machine (did not need).

I called the local store and advised Frank of the delivery he stated more boxes were coming.

April 30, 2007: Received a call from a lady stating she was from Sears National Complaints and was calling in regards to my fax. She stated she was going to forward me to the Executive Offices of Sears, could I please hold. An individual came on the line and I asked her if the lady that had forwarded the call forwarded my fax or explained my position. She advised she had been told but she had told the caller she was the home repair not drop of repair division (Exec. Office) the lady who transferred me to her stated that was ok and hung up and she felt I had been "dumped" on her. So I ended up in the wrong department again and National Complaints can say they forwarded my complaint. Unfortunately, the lady in the Exec Office did not get the caller/ladies name who did the transfer nor did I as it all happened so fast. The lady in the Exec. Office told me it was not her area but she was nice enough to say she would try to forward it on.

I then sent another fax the National Complaint to the Supervisor with the above info and requesting someone to contact me for resolution.

Received a UPS delivery containing a new cover for my machine to replace the scratched cover.

May 1, 2007: Received a small envelope containing missing embroidery foot

Looked on web for CEO of Sears & found Fax number. Attempted to fax complaint info to CEO/Sears Holding Office. Fax rejected, number no longer a working number. Contacted another 800# number found in Sears Holding for CEO, Alywin B. Lewis. Reached a switch board operator who advised the CEO of Sears no longer has a listed Fax available nor is there a number to contact to anyone in that division, as well as no email. Obviously, there is no way to try to reach the top of Sears for help-must not want to be bothered!

May 2, 2007: I was given an email contact for Janome ( the manufacturer of my machine) by a member of the Kenmore Yahoo group. Sent an email yesterday May 1, giving details , attachments of complaints/fax info asking for help. The Janome contact-Toshi Takayasu - Managing Director- Janome. the manufacture of my machine. I did receive and email back stating; " Thank you very much for your e-mail. As I am not in a position to involve in your situation, I will forward this to the people at Jamac, Inc., which is the supplier of Sears Kenmore sewing machines. You can reach them by calling at 1-877-SEWING-U. I called the number listed and it is no longer a listed number.

Received a large envelope in the mail from Sears with parts list no explanation?

In conclusion: Today is Wednesday, May 2, 2007 and my machine is still not usable 6 weeks later. I paid extra dollars for a Protection Agreement to have this service (General Maintenance), not for my machine to be damaged and parts lost/stolen. I still won't know until the parts arrive if my machine will operate. Even if it does run, the machine has been abused-maybe dropped to obtain the scratches to both the case and head of the machine. I will continue to worry if there has been any damage to create future errors in the program. Would you feel comfortable if your pc was returned damaged with missing/stolen parts?

My machine was in “like-new” condition when it was dropped off , as I had not used it since purchase as I had returned to the workforce and it sat without use , plus I take exceptional care of my I have been obtaining thousands of designs, joined several sewing Yahoo groups and was excited to begin to embroidery for my grandchildren, etc.

The initial cost of this machine when it was new was close to $2000 plus we bought the cabinet, the re/writer programs and some disc.

All I have heard from the store manager is that "not to worry everything will be taken care". When?

I have dealt with more departments than I care to think about with lack of customer service. I have gone through extreme turmoil and time attempting to resolve this.

The local Sears store missed up by shipping it to the wrong location and letting it set on the shelf before re-sending it back out but the repair/service end and Customer Service has abused the situation. I do not feel my machine was stripped of parts in the local store –that makes no sense. The parts that are missing are the items that would have been taken out under maintenance like the screw that holds the bobbin unit in tack, the whole bobbin unit, and the feet and attachments that are missing are used in the embroidery and regular setting positions. The misc. items left in the storage area of the machine are the items including feet that are used for optional sewing. The automatic bottom whole foot, the overedge foot, the blind hem foot and the straight stitch foot were left in the machine. The part to attach the feet to the machine was missing, along with the embroidery foot and other misc feet. If someone was taking them, why not all of attachments and why the screw and bobbin unit? I would think that if the machine were lacking the mechanisms to make it run supporting the computer components someone would have made a phone call to check on it.. Somewhere along the line while my machine was in the possession of Sear it was abused to obtain the scratches to both the case and the machine. I feel the repair/service area lied not only to me but the local store that the parts would be sent out as stated and receiving 2 calls from 2 different people in the repair department contradicting each other is ludicrous and unfair to the customer

The National (web link) customer service has been totally non-functional to me, sending out generic messages to pacify my complaints is disastrous with no follow-up. As I stated above, no one from the customer service even contacted the store manager and I have been in customer service as well as executive director in my field and understand the importance of individual contact, especially when a customer has gone beyond measures to resolve the issue.

I am so disappointed and frustrated with Sears service at this point I will no longer consider Sears for purchases other than Kenmore parts if not able to locate them elsewhere. The good reputation and confidence in Sears is diminishing with the lack of customer support.

I have had personal contact with Sears staff, sent email complaints and sent several faxes with no results. My only recourse after this compliant is to go beyond Sears and voice my displeasure. I can no longer continue to harvest this frustration with Sears staff as it is taking me no where. I was looking forward to working on the items I had promised for grandchildren birthdays but am only dealing with frustration and am now looking at a machine that is not usable, been misused and missing parts.

My machine is not in the same excellent condition it was in when it was sent in for maintenance and will never be even when the missing/stolen parts are finally sent.

PA Anspach

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Kenmore - do not buy kenmore products!

I purchased a Kenmore Dishwasher barely over 1 year ago. We had our fist problem less than 5 months after owning the dishwasher. They told us that a thermostat burnt out and they replaced it. Now 1 month after the warranty ran out the thermostat went out again. Sears refused to help me without charging me a service charge and a charge for the part. I...

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Kenmore - fire hazard stove!

Back in 4/05 i had dinner baking in oven, and the broiler turned on, could not turn it off. The only way to turn it off was to unplug the stove, when you plugged it back in--Red hot broiler turned on!! Sears replaced the "control Circuit Board" that controls all the electronics. Well...now 1/8/07, it was a repeat, it happened again. Dinner in the oven, i...

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Kenmore severed tendon in finger!

My Kenmore oven tore my 1.5 mo baby's finger down to the bone...hard to find anyone to speak to so call me. I have emergency room records. not looking for a law suit, perhaps w/bills ensured.

Chris [protected]

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CATLADY 1
Wichita Falls, US
Jul 09, 2013 2:03 pm EDT
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Just a warning: I'm not sure if a piece is missing off of my oven door or if it's just built the way it is, but I had the oven door open, and proceeded to walk around the corner of the door to go to the sink. I thought I had just bumped my shin on the door, when in fact I had torn a large gash in my leg and had blood streaming down my leg all over my kitchen carpet. The corner of the door is so dangerously sharp that it still had a pretty large chunk of my skin stuck in the corner of the door when I got home from the hospital. I now have 17 staples in my leg and missing work.

I shutter to think if it had been a child's face.
KENMORE-YOU NEED BETTER QUALITY CONTROL. I HAVE NEVER BEEN AFRAID TO BUY ANYTHING FROM SEARS, UNTIL NOW.

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Katholmes
, US
Oct 01, 2010 2:59 pm EDT

I have replaced the ERC panel on my Kenmore stove twice.I was experiencing the same issues.Oven or broiler would turn on full blast and the only way to shut it down was to unplug or turn off breaker.2nd ERC fried on 9/30/10. Just purchased new stove.Will not buy any Kenmore products.

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Teresa W
Morehead, US
Dec 26, 2008 3:38 pm EST

Kenmore Range Model 790.95301
Posted: 2008-12-26 by Teresa W

Could have burned our house down

Complaint Rating:
I was amazed to see how many people have had this problem with their Kenmore oven. This Christmas almost proved to be the last one for me, my husband, and son. I was up late preparing Christmas dinner for our family. I had spent 3 days thawing, brining, and getting a 20 pound turkey ready for baking. I placed the turkey in the oven preheated to 325 degrees at 1:00 am in our downstairs kitchen. We then went to bed for a few hours sleep. At about 4:30 am, I was awakened by the smell of the turkey baking but I went back to sleep for about 20 minutes. The next time I woke up, the smell was much stronger and didn't smell quite right. When I opened the door of our bedroom, I could smell the smoke and hear the smoke alarm coming from downstairs. Our smoke alarm upstairs was not going off yet. I ran downstairs to find the bottom level of the house full of smoke. The black smoke was pouring from the oven and I could see the element on the bottom of the stove glowing red through the glass window in the oven door. The control panel was flashing F1 and the alarm was going off along with the smoke detector. I turned the oven off and then opened the doors and windows to try to clear the smoke. I then returned to the stove and noticed it had turned itself right back on, the element was still glowing red and the F1 alarm was back on. I turned it off again and it again turned itself back on. By this time I was frantic and scared to death and ran upstairs to get my husband out of bed to help me. I showed him again that when I turned the oven off that it just turned itself right back on. He had to turn the breaker off. Thank God that I smelled this because we did not hear the smoke alarm. Our turkey was "cremated", but we are alive. If the house had caught fire with us sleeping in the level above, we wouldn't have had a chance to escape. I know this is long, but I would like to try to warn everybody out there to never, never, never trust this range/oven. I am furious to see that this many complaints have been made and that there has been nothing in the news. I had no idea! I will never use this stove again, it is destined for disposal. We will file formal complaints with both Sears and Consumer Protection. For now, we have made sure to call all our family to tell them how much we love them, because you never know if you will ever be seeing them again. All for a stupid, faulty stove that they don't have the decency to recall. Is there no sense of respect for human life out there anymore. Keep safe out there!

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Almeras
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May 04, 2007 8:14 pm EDT

Why was your 1.5 month old baby playing with an oven?

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Kenmore unprofessional, unreliable and unresponsive to consumer's needs customer service

My husband and I purchased a furnace in January of 2006 from Sears. We got several estimates but being newly married with a seven month old baby, we were in a financial bind and believed that the no payments/no interest for one year would serve us best. The salesmen were quite personable, even showing interest in our baby, etc. We decided to go with Sears.

All went well until this past Saturday (Oct. 14). The furnace just stopped working. It has only recently started to get cold in our region but it gets chilly enough in the baby’s room that we needed to run the furnace in the evenings for the past couple of weeks. We discovered the problem at 10 p.m. on Saturday and figured that we would call first thing in the morning, we’d just deal with it until then. I bundled up my daughter and made sure she was as comfortable as possible. We called Sears customer service first thing in the morning. After trying two numbers, my husband was given a number for our region to call and set up service. He was told that Sears does not have 24/7 repair service. We would have to wait until Monday. Fine. We waited and waited. What we didn’t know is that Sears did place an order for service with the independent contractor who installed our furnace and that they give them 24-48 hours to respond to s service call. I called Sears on Monday morning, was transferred no less than five times to people who were unable to tell me we was going on with our service request. When I explained that we have a 16 month old baby in the house and this was not a good situation for her to be in, only one person said that they thought that was really terrible and they would do what they could to remedy the situation but Sears doesn’t empower any of its employees so this guy just transferred me to another department that I had already spoken to. The last woman I spoke was actually annoyed with me that I was calling and said “I’ve already explained all of this to your husband.” She explained that the original installer had to come out and do the service call. After one year, you can call Sears Customer Service (not on your life!). I asked her why no on there cared about the situation with my daughter and she couldn’t offer an answer. I told her that right now, the weather isn’t terribly cold but what are we to do in February and it is 20 degrees outside? She said that Sears does not offer same day service. I found out that you are permitted within the first year of purchase to call someone on your own for repair but you have to pay upfront and then Sears would reimburse the consumer. We also found out that Sears will pay up to $50 for one night at a hotel room. That’s big of them. My husband and I live paycheck to paycheck and cannot afford to pay someone out of pocket to come out and look at our BRAND NEW FURNACE. We also cannot afford a hotel room. Fortunately, we have family members that are allowing us to stay with them at night. We have three pets that are remaining in the house so we have to go there three times each day to take care of them, pick up clothing, foods, etc. to prepare for the following day of being displaced. The situation has caused a lot of stress and problems for us and in particular our daughter. The furnace, by the way, is still not working as of today. The independent contractor came out yesterday (Oct. 17), blamed the furnace not working on roofing materials in the chimney. The furnace worked for one hour and then quit. My husband called him at 4 p.m. last night when he got home from work. Parts have to be ordered which will not be in for 24-48 hours. At this rate, we may not have heat in our house until possibly sometime on Friday. This is unacceptable! I’m not necessarily upset with the independent contractor although I have to say he did not respond to me like I instructed in my voicemail but my husband much later in the afternoon. Also, he could have come out that evening to do what he could considering we have a small child in the house. Sears could care less about the situation. They also told us that there is a national complaint line. This isn’t true. It is just a glorified customer service department that has no authority to handle complaints. All they did was put me through to the HVAC Repair Department.

All of my appliances have been purchased through Sears. I can honestly say that I will NEVER set foot in another Sears store for the rest of my life. I will never purchase anything from them ever again. The term “customer service” is a misnomer as far as Sears is concerned. The “customer service department” is unprofessional, unreliable and unresponsive to consumer’s needs.

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charleypotatoes1
, US
Oct 19, 2015 1:12 pm EDT
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I also will never purchase a sears product or service ever again!I had counter tops installed(granite) through them only to have poor installation meaning counter tops were uneven creating a down slide of everything that was not flat, but this is about the furnace I purchased from sears a kenmore only after five years a repair bill of 1000.00 got me mad they say they cover parts for original owner for 10 years not true, a two stage motor went out in my unit not only did they not have the part i had to wait three days, of course this occured in ohio where it was cold in early oct. 2015

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Triomommy
, US
May 06, 2011 5:52 am EDT

Well I agree even though it is 5 years later. We had a new furnace installed last summer and this winter found out it had been leaking into the wall and caused mold growth to the extent that we had to leave the home and now have no wall from our bathroom to our garage. We have been out of our home for 4 months now and Sears still has yet to correct the situation. They will not give us a new furnace they are trying to get away with just giving us 22, 000 dollars the repairs are 19, 000, and that still leaves us paying for the moldy furnace. Also what about the cost of us being homeless for four months plus. I am now in the process of obtaining a lawyer, oh and writing a report to send out to as many media portals as possible. Did I mention I have three young children, my twin girls are three and my oldest daughter is four. Thank God for my grandmother and her big house or we would be living in my van. Sears and there Extreme Makeover Home Edition is the biggest oxymoron known to man.

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d voie
Rochester, US
Nov 20, 2009 11:19 am EST

my wife and i purchased a new kenmore oil furnace .it is the biggest piece of junk we have ever bought its always breaking down .the last serviceman that was here spent five hours trying to repair the unit all along asking to use my personal tools from a hacksaw to wrenches . he was a partsman not a serviceman all new parts and the unit still does not work even put the electronic eye that reads the flame on backwards . we have a woodstove for heat but the furnace was for the main source of heat and it does not work .

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wachado
North Liberty, US
Sep 12, 2009 1:19 pm EDT

I HATE SEARS, AND MY DAD IS THE WORST SEARS REPAIRMAN EVER! IF YOUR OWN FATHER CANNOT DELIVER QUALITY SERVICE THERE IS NO HOPE FOR ANYONE IN THE UNITED STATES DEALING WITH SEARS IN GETTING ANY KIND OF CUSTOMER SERVICE! We thought we doing the right thing by keeping everything in our home in sync by buying only Kenmore products and have nothing but troubles with all of them and to top it off when my dad comes to services anything we end up having to "fix" something afterward. The only thing my dad ever says is " Buy a service agreement" I am through with Sears!

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Kena Holmes
,
Dec 17, 2006 6:01 pm EST

I agree with you 100% about Sears and their customer care, service, and whatever else you might want to call it. We also had a new unit installed and are still trying to resolve a recurring issue. We have oil heat and since the unit they installed leaks (twice now) we are breathing in oil fumes. We have two children and they are coughing along with us. We have constant headaches and sore throats. We have called them to fix it and/or replace. They want nothing to do with it. They keep trying to fix it and still the same problem arises. At this point we don't want the unit. We want a new one. Sears told us that they don't give out new ones, they only repair the old one. Is this the way people are treated when they spend $10,000. How much money do you have to spend to receive quality service.

We are now involving the Better Business Bureau and the local health department.

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Kenmore $2000 refrigerator break down in only 2.5 years!

I purchased a Kenmore Elite Trio refrigerator in April 2004. This weekend we were hearing loud thumping noises coming from the refrigerator and earlier that afternoon, the top refrigerator portion of the unit died. While the freezer works, the top half of the unit does not. Needless to say, I called 1-800-4my-home to get service as quickly as possible. I mentioned since this unit was only 2.5 years old it should all be under warranty . Although the manual states differently regarding the coolant, compressor parts, are warrantied for 5 years according to the manual that came with the refrigerator. I made the appointment on Saturday for that Tuesday. My husband took off of work waiting for repair because they had confirmed that someone would be there between 8am-12noon. At 11:00am I called my husband to see if they had arrived. They had not. Concerned I called the Sears 1-800-4my-home number to check on it. Lo and behold, there was no appointment in their schedule to service our refrigerator, even after I emphasized the phone attendant to confirm Tuesday morning through noon. When I asked that they come out as soon as possible (it's been 4 days now), they said nothing was available that all they could do it put me on a waiting list for a cancellation but Friday morning (now 1 week later) had been put on the schedule for us.

My concern is #1 why would a $2000 refrigerator break down in only 2.5 years?
Concern #2 -- are Kenmore appliances that bad that their service schedule is so jammed packed where you have to wait a week?
Concern #3 -- Why do they not know what the warranty reads in the manual?

Loss - 4 hours of work/time out of the office and no food for the refrigerator...

Less than happy with the product and with the service. I'd go elsewhere next time.

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Patrick Rainwater
,
Jun 29, 2007 11:27 pm EDT

Wow, its pretty hard to believe but I had that same problem. The day was bad enough and when I arrived home, I smelt smoke. I was not sure what is was and I did not hear the smoke alarm so after about 30 minutes i realized that it was the refrigerator. I was appalled because it was approx. 1 and 1/2 years old and I paid close to $2000.00 so naturally i expected it to work fine. So, I called the 1-800-4-my-home help line and the wait was many, many hours and I did not have the time. So before work tomorrow I called and oddly enough they answered. They were completely unhelpful. (Years earlier i had called for service on another product and they had an emergency # but where did that go?)So I asked for the emergency # and the man said,"... We never had an emergency number... The talking went on and finally i scheduled an appointment for one of the upcoming days and I was not trustworthy of them so I called the next day to verify "... O, yes sir, the repair specialist will be there...". Well the day came and i took of work to direct them and what do you know the NEVER showed up, not even a phone call! So I was completely furious with them and called and made them come the next day, they finally did. When they got there the trouble continued. They were trying to convince me that there was never a recall so I showed them the website and they were still unconvinced. So when the started the repair they discovered that it was the fan and they wanted to charge about $300.00 for it. Luckily, with some sort of luck i convinced them to drop the charges.(Of course after hours on the phone and with the repair "specialist") Sadly ya'll did have to pay... but all I know is that I will never by another Kemore ever again.

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Lynn Lozano
,
Jun 26, 2007 1:37 pm EDT

I had the same exact experience. Fridge was 1 yr. and 3 months old when we came home to smell smoke in the house. The fridge was not working, but the freezer was. Eventually the freezer stopped too. Sears scheduled an appointment for repair, but when they didn't show, I called the 1-800-4-my-home number again and the automatic answer indicated I had an appointment for that day. Wanting to speak with a "real" person I called back and circumvented the auto answer, at which point I was advised that I was not scheduled for another 2-weeks. When they finally came, it was the fan motor, which when I check online is about a $25.00 part, but which they charged me $286.00 to repair. Additionally, I have found that there have been 26,000 of these units, produced by various manufacturers, that have been recalled as "hazards"... Guess what... For the fan! Sears is trying to tell me they have not had a recall?

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