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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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8:00 pm EDT
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Kenmore elite dishwasher

we bought what we thought was a very good dishwasher for $600 bucks from sears, being a kenmore elite. WRONG ! The kenmore elite is a piece of junk. We only had it a couple of weeks when the top wash rack fell of the rails pulling it out, hence broken glasses etc. Wow, they replaced the rack! It continues to fall off the rails and pull out the end. You would think Kenmore could figure this out! Kenmore your making millions off of a faulty product and won't do a damn thing to compensate consumers for what I call your so called engineers negligence. We live in a small rural town with out much of a choice for appliances but next time we need a new dishwasher, which is now, I will definitely look for something besides a kenmore and sears!

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JeanetteMarie
, US
Jul 01, 2013 3:45 pm EDT
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I had the same thing happen to my Kenmore Elite dishwasher that I paid over $1000 for. The bracket that hold the wheels on is obviously a poor design. The wheels came off and the basket fell. This was after 2 year and 7 months. Since the Elite has a 2 year warranty on defective materials and workmanship it is under warranty but I would have to pay a minimum trip charge of $75. So much for the warranty. The part costs about $25. I could easily install the new part on the basket myself (66 year old Grandmother). They will not give me the part, I have the choice of either having them come out or just purchasing the part myself.

SearsCare
SearsCare
Chicago, US
Mar 13, 2013 11:51 am EDT
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Dear G. Miller,

We are indeed sorry to hear that you are unhappy with the purchase of your dishwasher. My name is Misty with the Sears Cares team and we would like to speak with you regarding your Kenmore dishwasher to see how we can get this issue resolved. Please send the following information – contact #, screen name (G. Miller), phone # used at time of purchase to smadvisor@searshc.com and we’ll be happy to reach out!

Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support

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12:53 pm EST
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Kenmore no parts available

We purchased a Sears Kenmore Convection Stove in 2004. I am not convinced that this stove convection cooks as it is supposed to. At any rate I was convection broiling the other day and 4 hours later the stove oven door has a crack halfway across the inner glass of the oven door. We did not have extra warranty on this item at this date. I attempted to call Sears for parts replacement and a service call. When talking to the service people I was told that they no longer service sears products in our location and further to that there was no replacement parts available and no longer carried by Sears. My dilemma is what do I do with a stove that I'm not sure whether it is safe to cook in any more and what happens if the glass falls out. The crack is separating. Is this a safe product. Why were we not told when we bought this item that parts would not be available. My only choice is to buy a new stove and I am not pleased about that or that Sears does not live up to its name. From now on ask all the unheard of questions because even extended warranties are passed on to insurance companies and the insurance companies pro-rate the value of your product. You do not get the full value replacement as they state. Buyer beware. I am going to make sure everyone hears of our problems.

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Kenmore poor repair service

We have a Kenmore Elite refrigerator that is approximately six years old. The water dispenser has stopped working. We called Sears repair to fix it. The first repairmen misdiagnosed the repair and ordered the wrong part. The second repairmen replaced the part and discovered that a different part was needed. During this diagnosis, he cut the water line in back which damaged our wood floors. The third trip to our house, the wrong part was ordered. This happened with trips four through six to our house. After many hours on the phone with Sears, no one can tell us the correct part number. We are shuffled from dept. to dept., told someone will get back with us. No one ever does. We were told we receive compensation for the repair to our floor. Nothing has been received. We talked to the appliance manager at our local Sears and were told he would help. Never called us. I have spent at least 40 hours waiting for Sears servicemen to arrive at our house. Unfortunately, we have several Sears appliances in our house. I would absolutely never buy another thing from Sears again. They have lost our business and they don't deserve yours.

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SearsCare
Chicago, US
Feb 20, 2013 6:15 pm EST
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Sue203
Please accept our sincere apologies for the troubles you have experienced your refrigerator repair. My name is Liz and I am a member of the Sears Social Media Support Team. I understand how frustrating it can be to schedule repair and the wrong parts were ordered. We would like to connect you with a dedicated case manager to discuss your recent experience. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Sue203) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R
Social Media Moderator
Sears Social Media Support

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1:18 pm EST
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Kenmore rust

I recently experienced a recall with my Sears Kenmore Elite - High Efficiency Washer, we received notification that our unit can no longer wash items such as matress pads, waterproof items etc. Those features were some of the reasons for going with the higher priced model when we made our purchase. So first issue is the lack of features were are able to use our washer for.
In addition we are experiencing a rust issue at the bleach inlet of the machine. Our machine is over two years old and very well kept, even covered. I'm frustrated at the lack of concern and the obvious poor quality of the unit. The Bleach intake is ONLY for liquids so why should it rust so soon. Our previous washer lasted 13 years with a family of five and this unit is corroding in TWO? unacceptable!
Is anyone else experiencing this issue?

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SearsCare
Chicago, US
Feb 11, 2013 12:05 pm EST
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ibmommyg, I saw your post here and I want to apologize for the difficulty you’ve had with your washer. We can understand how frustrating it is when something you purchased does not perform as expected. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. Please send the following information – contact #, screen name ( ibmommyg), phone # used at time of purchase to smadvisor@searshc.com .
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support

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Kenmore poor delivery time and defective product

I placed an online order for a Kenmore dishwasher, Item #: [protected] on January 27, 2013. I received an order confirmation on January 28, 2013 showing an expected delivery to the local Sears store for pickup on January 30, 2013. I called the local store on the 30th and they knew nothing about the order or the expected delivery. The delivery day was to be a Wednesday, but the store advised that they did not receive deliveries on Wednesdays and that the next truck would not arrive until Friday, February 1, 2013. I called the main customer service line for the vendor and asked them why they would provide a delivery date that they could not possibly have met and was advised that the new expected delivery date was February 7, 2013, despite the fact that I had been told by the local store (after they placed a call to the warehouse) that the dishwasher was in the local distribution warehouse (in Calgary, the city of delivery). I advise the person I spoke with that this was unsatisfactory and had them promise to get back to me with confirmation that the item would be delivered to the store on February 1, 2013. I did not receive any response or confirmation and called the customer service line the next day to seek an answer. I was told that yet another day had been added to the delivery date and not to expect thee item at thee store until February 8, 2013. After receiving no further promise of a sooner delivery on the telephone, I filed an email complaint with their customer service department in the evening of January 31, 2013. I received a telephone call on February 1, 2013 advising that my dishwasher was now available at the local store for pickup. Apparently, no-one seems to know what's going on with inventory or delivery schedules for their stores. After getting home from work on February 1, 2013 I went to the store and picked up thee dishwasher. I had requested that the item be sent to the store COD and was advised back on January 28, 2013 that I could pay withe my Sears credit card when I picked up the item. When I went to pay for the item at the store, I was told that I was not allowed to use my credit card and would have to pay by debit or cash. Bear in mind that this was a SEARS STORE and they would not accept their own card for payment. On thee morning of February 2, 2013, I unpacked thee new machine, uninstalled the old dishwasher and installed thee new one, only to find that the new one does not get the dishes clean and the door leaked. Sears solution to this fiasco is an offer of a $50.00 Sear gift certificate. This is not the way to resolve anything and throwing money at a problem is not appropriate. I have yet to place a service call to have the leak problem resolved, but truthfully, I would rather just have my money back. I had delayed placing the call hoping that Sears would step up to thee plate and make a better offer of compensation like a free three year warranty and have their service department call me instead of me having to call them. After a number of additional emails back and forth, nothing has changed and thee $50.00 gift certificate offer still stands. This would not be such a sore spot for me under normal circumstances, but I had almost an identical experience when I ordered a new washer and dryer a few months ago. I had these machines installed and I had no issues withe the installation, but the door on the washing machine leaked as well. I managed to identify thee problem myself (loose screws on the door latch) and the store provided a credit on the installation of approximately $200.00. Again, this was not about the money, but this seemed to be the only in which Sears could deal with failure. My interest would be in having something done to make a vendor responsible to improve their customer service and products or have their business license pulled. If they had no choice but to improve, the consumer would not suffer at the hands of incompetency, both in customer service and the quality of goods received. Making a company pay fines for poor service/products is not thee solution. All vendors should have to meet certain standards to retain their business license. They should be made to send out polls to all of their online or catalogue customers and effectively address service and product deficiencies or lose their ability to sell goods. MY question is; are there other consumers out there who had had similar experiences with Sears Canada and what has been done about their complaints. I'm two for two now and will not tolerate a strike three. My intention is to boycott this vendor and advise everyone I can who might shop there to avoid doing so. Hopefully change can be forced on this vendor to reduce the negligence and to provide the consumer with goods purchase experiences and good products.

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Kenmore fire in control panel

Our Kenmore Elite Ultra Wash Dishwasher - top of the line - purchased in 2004 caught fire and ruined the kitchen - 6K of damage to the house. You would think that a top of the line dishwasher would be interested in retaining its customers. We started it like normal, went to bed. Then woke up 15 minutes later to the house engulfed in smoke, and flames shooting out of the control panel. We are lucky that we caught it only minutes after it started.

Would love to be part of a class action lawsuit to force a recall. This could have been really dangerous, and would like to help prevent deaths from this.

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SearsCare
Chicago, US
Feb 05, 2013 1:16 pm EST
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nwright
I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I am truly sorry for the troubles you have experienced with your dishwasher. I can understand how disappointed you may feel to start your dishwasher and wake up moments later to see smoke. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the order was under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (nwright) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support

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Robert Perrotti
, US
Oct 09, 2018 11:18 am EDT
Replying to comment of SearsCare

Hi, My name is Robert Perrotti 9381 Vercelli Street Lake Worth Florida 33467; Telephone # [protected] with the same problem, control board on my Kenmore model 665.13263K dishwashder caught fire on 9/30/2018. Want to know if Sears has any resolution on the control board, what made it burn up; is there anything to prevent this from happening in the future? Thanks

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Kenmore sears doesn't make good on faulty product

Purchased refrigerator in 2009 and in 2012 high humidity and eventual water leakage occurred. They replaced the energy board and charged me for a service call. The part only has a 90 day coverage. The same humidity problem occurred in Jan 2013 but this time they say it needs to have the gasket removed and RTV put in on the lip behind where the gasket connects. This time the charge was $216.24 with a 90 day coverage. Used to deal with Sears because they stood behind their products...not any more.

On the bright side: I'm purchasing a new micro/convection and dishwasher, and it won't be at Sears.

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Update by Norine Wellisch
Jan 31, 2013 7:17 pm EST

You must be young. The story goes like this...Once upon a time, not really a long time ago, Sears was known for quality products and if one should have a defect (and I suggest you check the numerous consumer complaints against the Kenmore Elite refrigerator), then Sears would either fix those problems for free or replace the product. That is why I paid the extra bucks to purchase from Sears. I just want everyone to be aware that this is no longer a practice of this company. So why buy from Sears?

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SearsCare
Chicago, US
Feb 05, 2013 12:38 pm EST
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Norine Wellisch,
I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support Team. I am very sorry to hear that we have let you down with the repair of your refrigerator. In addition, I understand how frustrating it can be to pay a substantial amount for service and parts. I would like to have one of our dedicated case managers speak with you to further discuss your recent experience. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the washer is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Norine Wellisch) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,
Liz R
Social Media Moderator
Sears Social Media Support

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9:41 pm EST
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Kenmore outer glass on oven door

As others have written, the outer glass on my Kenmore range, model# 790.[protected], exploded last week. I had turned the broiler on low broil and opened the door to put in the food I was browning. Before I could close the door, the glass shattered completely, spreading shards and pieces of tempered glass across the kitchen. The door was not damaged before the explosion and the range is approx 2 years old. I called Sears, Kenmore, Frigidaire, and my home warranty insurance person. No one I spoke with would offer a reason, a solution, or a covered repair. The woman I spoke with at the Sears national line was in an awful hurry to get rid of me and transfer me to someone other than her. I insisted that she find me someone that I could voice my frustration and concern to but she only repeated, "Would you like for me to transfer you to our parts department?" to which I responded that I just wanted to talk to someone about the flaw and danger of an exploding oven door. As others have mentioned, I feel that this should be a high priority safety concern with Sears and Kenmore, but no one seems too concerned that this is a problem. Presently, I'm waiting on a paycheck to have the range door repaired. If I were able to trash the thing, I would. I plan on writing as many complaints as I possibly can until I find someone that deals with this is a more professional manner.

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Kenmore electirc range model #790.[protected]

I purchased a Kenmore Electirc Range (790 series) just over 1 year ago. Two nights ago, my husband was removing a pizza from the oven and it made a very loud "pop" sound, sparked and stopped working. I've had so many issues with Sears over the years and have sworn multiple times that I would never purchase a Kenmore again, but always seem to get sucked back in. I guess it's my own fault for putting trust in a company that has proven through the years that it is not trustworthy.
Because it isn't under warranty anymore, I refuse to contact Sears and jump through their hoops and in the end not get any help. Does anyone have a suggestion about what might have happened to this range? I have seen numerous posts referencing this model series, so thought someone might have an idea. Thanks.

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SearsCare
Chicago, US
Jan 16, 2013 6:03 pm EST
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terrijo413,
My name is Liz and I am a member of the Sears Social Media Support team. Please accept our apologies for the troubles you are having with your range. I can truly see how overwhelming it can be to have your oven stop working properly. We would like to contact you and further discuss your recent experience and see if there is anything we can do to make this right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (terrijo413) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.
Social Moderator
Sears Social Media Support

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6:42 pm EST
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Kenmore not working as should

Today, December 10th 2013 I had called the outside plumber to fix the leak as I was loosing too much water and the plumber fixed the incorrect installation by Sears and stopped the leak. Sears Technician (SERVICE ORDER # [protected], TECHNICIAN id 0896118) came to check out the machine, Kenmore Elite (model #[protected], serial # 207KWRE9K998) that has water settings on HOT, WARM, ECO WARM, COLD, TOP COLD. On ALL of these settings the water in the machine remains COLD, not due to the incorrect connection (it has been corrected by my plumber), but due to the computer board internal setting that regulates how machine would be filled. On HOT setting it takes about 2 CUP S of hot water from the HOT hose and follows up with 2-3 GALLONS of COLD water from the COLD hose, as a result the washing water is COLD on the HOT setting! Technician explain to me that in this “high efficiency” machine is normal as it is trying to save my gas heated water. He said it runs NORMAL and spent about 5 minutes in my house. The machine could not be NORMAL as it has SAME COLD water temperature on 5 DIFFERENT TEMPERATURE SETTINGS indicated on the panel of this Kenmore machine. I need to SEARS/Kenmore change this machine to another one that works as stated on description and instructions. I have no help or response from Sears so far despite their promise to stand by their promise of quality of product and service..

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Kenmore recall - and when call they hung up twice after long wait

I bought Kenmore Elite washing machine in 2010 it has been working fine. I went to pick up another item last week at local sears store in stratford mall and saw a recall notice that applies to my machine. It gave me a phone number to call [protected] to schedule someone come in and fix a problem with the machine and put a sticker on, sounds simple enough... but it is not. I have been calling this number since morning. After more than 20 min hold the phone rings like it is trying to connect to some representative and then the call drops. Same thing happened on last Friday. This is utterly non-sense. First you didn't send me recall notice at home and have I not been to the sears store I would have never found out. Secondly you give a number but hang up after a long hold time. My email address is [protected]@intuitivesolutions.net if someone from sears need to reach me use this email address.

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Unhappy w/ Recall Word
St. Louis, US
Jul 17, 2013 1:15 pm EDT

My washing machine worked fine until the recall work was done. Then it would go off balance 10-15 times for every load of wash. Ultimately, after 4 more repair visits Sears replaced the machine. My recommendation is to not have the recall work done.

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Kenmore oven rack collapses

Oven rack totally collapses with any weight on it, like a chicken or roast. Inside insulating coil won't stay in place, and the range requires a computer programmer to operate. When oneness top lock is on, cats can still turn oven on, and turn it into cleaning mode. Not to mention warming oven and light. When oven is on, surface refuses to unlock.

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Update by LKC123
Dec 09, 2012 5:00 pm EST

The oven rack collapsing means we cannot cook in the oven, roasts do a slidding tilt down to the bottom of the oven and heaven forbid if there is a lot of liquid in it. We have cats, and the controls are all out front so they are easy to bump when cooking and for the cats to walk on. The salesman made a big point about how it was engineered to prevent cats and toddlers from turning it on, yet this only applies to the surface. If the oven is cleaning or baking, you cannot unlock the top to turn a burner on. If you lean too much to stir something, all sorts of things can get turned on. To turn on a burner, you have to unlock, then select the burner, select the size, small, med, large, then lo or high, then the opposite repeatedly to get the right temp. Of course, the lights indicating the size selected burned out within a few months. I have read that others had the collapsing rack issue, and had the oven and top turning on by itself and causing fires. No excuse for such poor usability.

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Kenmore customer service

i purchased a refridgerator from sears, i took delivery on 9/9/12. the fan wasnt working to porce the cold air into the refridgerator. after several hours on the phone i have a pepair date. sears has a food replacement line. i called and found out that since i didnt purchase the extended service plan, im not eligable for coverage even though the refridgerator didnt work when it was delivered. service plans are, 229.99 and 329.99. i dont think this is right, its a new refridgerator. i contacted them within an hour of delivery, and they wont do anything. i also have to take off work to get this repaired. with no pay.

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Dinuba
, US
Aug 19, 2015 1:20 pm EDT

I purchased top of the line dishwasher. Stainless still interior with jets on the sides and back. Did not want to purchase warranty, because Kenmore (of old, at least) honored their appliances stating that they would last more than a year (at least I hoped it would and still does). Well, after a year of use guess what? the motor went out and would cost me additional $300.00 to fix, making the total of this dishwasher over $1000.00 (appalling!). Called sears, service man came out (that's when he told me the bad news), and sears told me I had to call Kenmore. Oh I forgot they offered me a $100 coupon on a purchase of a new dishwasher. (really, oh really!). Like i said, i feel this is so unfair to me. I tried to deal with the matter by asking if they would work with me, I said I would be willing to purchase new one at half the price of the model I bought, but no deal, "I need to talk to Kenmore" they said and "sorry, it was just a definitely a lemon that it lasted only for a year. Unlike other companies who stand by their name, sears/Kenmore does not. Please respond, at least I deserve that.

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canada cabinet company
Victoria, CA
Sep 11, 2009 3:52 pm EDT

Sears has no way to access "helpful" appliance specifications or access to installers manuals.

Additionally, they kept me on hold for 15 minutes to talk to someone who had no idea what I was asking for and kept spewing out information anyone could look up on the internet. Then they transferred me to someone they said "would" be able to help, where I was put on hold for 40 minutes, only to be told they had no help and every answer they would give me was available on-line. And...no "real" complaint department, how convenient. As a cabinet company, I always refer my customers AWAY from shopping at sears. Now I have even more reason to do so. Cheers.

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mikeblaze1448
Whitby, CA
Feb 12, 2011 1:17 pm EST
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Appalling! This would be the word I would use to describe the Sear’s sorely lacking Customer Service.
A little over a year ago our dishwasher (just over a year old, costing $2, 000.00) quit working. It took three service calls over 8 weeks to finally repair this machine, which turned out to be an obstruction in the drain hose. (Totally unacceptable considering the problem.)
Now, on Feb. 2nd, our stove/oven bought just over two years ago for over $1, 700.00, on a “Self-cleaning cycle” started overheating. It over heated so severely that the plastic burner control knobs on the front of the oven melted and hung down on long thread of plastic, frightening my wife quite badly.
I called Sears customer service about this sever problem. Two service reps arrived on Friday Feb. 4th in the afternoon. Their first question filled me with renewed confidence, and it was “So what is problem with your furnace?”
After setting them straight about the problem, they played around with the oven for a few minutes checking if it turned off a 400 and 500 degrees. (Which it did).
They then informed me there was nothing wrong with the oven. I again showed them the melted knobs and asked them to explain then to me. (no explanation)
Finally one of them decided that maybe the oven door needed a new gasket. And after coming to this unsatisfactory solution they left.
Now on Feb. 9th I come home and get this reassuring message from Sear’s parts department, that they do not have the parts to fix my oven and they do not know when they will get them.
ARE YOU KIDDING ME!

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Kenmore parts and service

Kenmore Elite Front Loader purchased on 7/23/08. The 5 year warranty was purchased at this time. This machine is broken for the second time this year. The first time was in March--it took 2 weeks to get a bellow replaced. The part never arrived and after daily calls someone finally reentered part and the part arrived.
Now, Washer broken, again. Seen on July 28, 2012--4 parts ordered--
• Sub Tub-oute [protected] ($164.14)--Not recieved
• Sub Tub-oute 26 110 W10253864 ($478.35--recieved)
• Sub Basket 26 110 W10250573 ($582.79--Not recieved)
• Bellow [protected] ($157.66--recieved)
This is $1, 382.94 in dollars on the slip provided by the repairman.
Two parts have arrived--
Sub Tub-oute 26110 W10253864
Bellow [protected]

Everyone tells me that Sub Tub-oute [protected] has the same tracking number. It has not arrived and everyone says it has. I've opened the two boxes --there is only one part in each. This piece valued at $164.14 has not arrived.
Also, Sub Basket 26 110 W10250573 has not arrived. Everyone I speak with tells me there is nothing on this order and they tell me they will have Parts call me. Parts never calls. I call back, they say they will email Parts, and another day goes by and Parts never calls.
Now, they call and reschedule my appointment to August 13 and tell me if the parts don't arrive--they will reschedule again! PLEASE--help me locate the two missing parts and get me scheduled. A four year old washer should not be out of commission for weeks on end. I desparately need this.

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Kenmore repairs

I bought a Kenmore washer/dryer in May 2011. In June 2012, the dryer quit. Sears repair came out fixed the dryer after $158.00, that night dryer quit again. I called Sears the next day, earliest repair date, July 10, 2012 (11 more additional days). Sears came fixed dryer on July 10, 2012, that night dryer quit again. I called Sears again the next day, earliest repair date, July 23, 2012 (13 more days). Sears came on July 23, 2012, could not fix due to Whirlpool was closed for the day. Next repair date July 30, 2012 (7 more days). Called Sears on July 24th to get an earlier repair date, none available. I asked Sears associate, "Does Sears stand behind the products they sell?" Answer, "No we do not, you need to call the manufacturer"

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RUDELL
,
Oct 27, 2008 4:46 pm EDT

I purchased a kenmore refrigerator last year. I'm so upset with the product I don't know where to start. In the year that we have used the product every rack on the door has broke in half and the door handle continues to loosen. I had a 15 yr old refrigerator that lasted another year before i replace it with this new one. I replaced the faulty items for $75 and I was shocked. I feel like I am being ripped off and I feel someone needs to inspect the product. Along with the racks being replace I had to replace the plastic around the second shelf glass. Please help! I was told be sears there is nothing they can do. I want to be reimbursed. Photos have been taken.

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Wp2008
, US
Jul 25, 2012 11:18 am EDT

Hello Ms. Allen. My name is Melanie and I am a representative with Whirlpool. We apologize about the frustration you have experienced with your washer or dryer. If the units are Kenmore, then you would need to contact Sears directly at [protected], or email Sears at www.Sears.com. If the units are Whirlpool, you would like us to look into this further, please provide your name, the name of the site you were contacted on (ComplaintBoard), your user ID name (GayleneAllen), your phone number, your address, the full model and serial number, and email the requested information to Whirlpool.Digital@whirlpool.com. We would be happy to review your concerns further. Sincerely, Melanie.

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8:52 pm EDT

Kenmore sears kenmore fridge had delivery problems

I recently purchased, for Company use, a Sears Kenmore fridge from the Sears Richmond Hill Furniture and Appliance Store. Delivery was scheduled for the following Tuesday between 7am-noon. At the time of purchase I specified and paid $25.00 extra to have the handles placed for a right side door opening. Unfortunately neither happened. The delivery crew left a mumbled message which I could not decipher on my voice mail, and shortly thereafter a Sears representative called to reschedule as, I was advised, noone was there to accept the delivery, this is a business address and I along with 30 others are in the office all day.

It was rescheduled for Thursday between noon and 6pm, and did arrive at 4pm, although I now have to call customer service and have someone come in and reverse the handles. This whole procedure was a royal pain. Sears pay more attention to your employees, and I would suggest your outsourced delivery company B & N Delivery Service do the same.

Approx. 3 weeks ago the door locked on the Kenmore range that was purchased in March of 2011 and under warranty. I contacted my local store where I bought the range and they tryed to get a repairman out quickly but they were told it would be Dec.5 before a service tech could come out. It was the week of Thanksgiving and my family was looking forward to our traditional dinner. This didn’t happen and we had to change our plans. Dec. 5 has come and gone and we are now scheduled for Dec 12. I have purchased many appliances from Sears in the past but do not intend to do so in the future.

This type service is unacceptable and especially on a product that is still under warranty. My dissatisfaction is not with my local store. They did what they could.

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Carlos Crosby
,
Nov 24, 2008 6:14 pm EST

I bought a fridge 4 years ago, recently the fridge was not staying cool. A Sears repair man was to come out (he didn't even get out of his truck because the contractor was here to let him in not the homeowner). Had to reschedule. The second appointment he was over three hours late. In the process of attempting to fix the fridge he broke two parts in the freezer and my electrical outlet cover (only one part he offered to repair at no charge). He then told me it was fixed and it cost me $112.50. Two days later the fridge was still not cold and food spoiled again. Sears sent another repair man out. This gentleman also claimed he fixed it. Now almost a week later the fridge is still not cold at all. Called Sears to voice my complaint and request my money back for the repairs. I got hung up on the first time and after a long wait the second time only to be told they couldn't refund my money and would not transfer me to a supervisor.

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Melissa Flower
Factoryville, US
Jun 12, 2012 7:06 pm EDT

I purchased a Kenmore refrigerator from Sears in 2011, it has not been plugged in for 1 year and i am on my seventh breakdown! The service people either do not show up or the parts do not arrive! My door even broke off, the inside liner fell down, the fan was replaced three times, last time they said it was a control for the cooling and heating unit, guess not because its broke again. The best part is that the parts were to arrive today, they never showed up, imagine that? Oh. I called and they said the parts just shipped but they have no tracking number, hummm, how can that be ?They said they will have to get back to me tomorrow. I would guess my fridge has been down for a total of at least 4-5 months in total due to the fact that they never send service or call back for days or parts dont arrive. They also said they would replace the unit but then called back and said they need to try to fix it one more time.That is what they said last time, they even gave me the info for the replacement fridge. Drove all the way to Sears to pick out a new one for nothing, not to mention all the food .i threw away (hundreds of dollars worth every time it broke). I will NEVER buy another thing from Sears!

SearsCare
SearsCare
Chicago, US
Apr 19, 2012 3:13 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Dear Ovley,

Please accept our sincerest apologies for the delivery communication failure and the disappointment of the refrigerator arriving without the handles on the right side, as you requested. Although we do make every effort to maintain our delivery route schedules, problems and long delivery calls can arise. Nevertheless it is clear that we have let you down. My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We would like the opportunity to speak with you more about your refrigerator repair, and ensure that all your concerns about your range have been addressed as well.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Ovley you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support

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8:47 am EDT
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Kenmore do not buy kenmore

In October of 2017, I purchased the Kenmore Elite Ultra WASH Dishwasher Model #665*. In March of 2017, after less than 5 years I had to make a $400 repair to it. It had started to get noisy and then simply stopped working. The tech had to replace the pump motor and a drain pump. Now, after only another 12 months, it has stopped working completely. A call to Sears gave me two options... 1. they would give me 50% off on the service call, no saying what the repair might cost me or 2. buy a service contract for $300 and see if it can be fixed. Wow, what a choice! This is on top of the repairs that we have made to all of our other Kenmore appliances purchased for our new home in the fall of 2017. We have fixed the refrigerator, washing machine, dryer and now the dishwasher is broken for the 2nd time. I originally chose Kenmore because my old washer/dryer were still working great after 18 years. I will not buy Kenmore again!

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RhondaH
south bar, CA
Jun 30, 2012 6:12 am EDT

My husband purchased a sears elite (more expensive) which he thought better for me as a surprise moving into our new home. However at first one button on the front panel fell off and i glued it back on now all of them are cracked and falling off so my expensive dishwasher now looks awful and now im not sure what some of the buttons are for. I phoned sears and they said I need to order the whole panel which was upwards of 250.00. I explained tot he lady that I could possibly buy another dishwasher for not much more she laughed and apologized and asked was there anything she could help with. So it appears as if they are going to be no help. The dishwasher works fine if i knew what buttons to use. There has been several notes on the same type of dishwasher when i searched the information

SearsCare
SearsCare
Chicago, US
Apr 19, 2012 1:37 am EDT
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Dear DCoan,

We are sorry for the multiple repair issues you have been experiencing with your dishwasher, and any inconvenience you may have experienced with the failure of your other Kenmore purchases. My name is Brian and I’m part of the Sears Cares Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance. We would like to look into your situation a little more in detail, and discuss some options we may have to assist.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name DCoan you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support

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9:56 am EDT
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Kenmore top washer

I bought a Front Load washer and dryer. I bought the extended warranty. I bought it December 2017 and it seemed to work okay. For the past four months the machine has been vibrating extremely hard and traveling. I am 65 years of age and I have to push the washer back into place. I am afraid it will tear of my floor because of the intensity of the vibration. It has also made a dent in the side of my door because of traveling. I have complained, they sent a repair man four times and he leveled the machine and when I wash it continues to vibrate and travel. I have called many times and I am told that if no parts are changed they cannot replaced the machine. I have had Kenmore washers before and nothing ever happened like this. I am very unhappy with the service. I cannot believe that Sear wants me to live with this machine. I was told that a repair person would get in touch with me again the week of March 19th and no appointment has been made. The washer also did not rinse and water was left in the machine and I had to run the rinse cycle to get rid of the water. I have a ill husband and need to wash. I bought a new machine to update because I had heard on the Clark Howard show that you appliances should be updated for effiecency. The old washer was working but I thought that it would be better in the long run to have a more energy efficient machine. I have always bought at Sears and I am thoroughly disgusted. There is something wrong no machine should travel and vibrate like this one. I took a video and told the person at Sears I would submit if needed because I really do not have the time to waste. I need a working washer. Please help me!

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BETH HUDON
Duluth, US
Apr 06, 2011 8:09 pm EDT

We purchased a Kenmore Washer on 3/28/11 for 777 + 10% energy efficiency + tax ($900+). First delivery was on 4/1/11 and machine did not drain. They took it back & told us they could not get another one until 4/6 due to "wharehouse issues". We asked they return off the truck our WORKING MATYTAG washer. We were told that "it was corporate policy to cut the cord on the machine when it was put on the truck". I asked if that "corporate policy" stated it be done BEFORE THEY KNEW IF THE DELIVERED MACHINE WORKED OR NOT". They stated it did. I was promised another machine on Monday 4/4/11. When I called the store and told them the delivery message stated it would be Wednesday or Thursday, the salesman on duty told me it would be here Monday. (Understand I have dirty clothes and NO WASHER). Today, 4/6 I received another delivery at 10:02 am of another Kenmore machine which DID NOT WORK AGAIN--PROBLEM WITH THE PUMP and would not drain. Second strike. The delivery person reported the problem and asked what the quickest way to resolve (technician or another delivery) and was told, as was I, by the person a TECHNICIAN COULD NOT COME BEFORE NEXT TUESDAY AND AT LEAST THURSDAY FOR ANOTHER WASHER BECAUSE UNTIL I RESCHEDULED HE COULDN'T GET ANOTHER WASHER. THIS "CUT THE CORD BEFORE YOU KNOW IF IT WORKS POLICY" IS NOT ONLY ABSURD IT IS ASSANINE! AND 2 DELIVERIES OF A NONWORKING MACHINE IS ALSO ABSURD. YOU HAVE LOST MY BUSINESS. I AM ON MY WAY TO GET MY MONEY BACK FROM SEARS AND GO TO FRY'S WHERE I WILL HAVE AN LG FOR $22 MORE. YES, I WILL END UP WITH A HIGHER PRICE TAG BUT MAYBE, JUST MAYBE, I CAN GET A WASHER THAT WORKS. YOU SHOULD HAVE PULLED A TECH IMMEDIATELY TO FIX THIS MACHINE, AND I SHOULDN'T BE WITHOUT A MACHINE TO BEGIN WITH. YOUR PRESIDENT WILL RECEIVE A LETTER FROM US SHORTLY. I BETTER NOT HAVE A PROBLEM GETTING MY MONEY BACK SINCE YOU'VE HAD IT FOR AT LEAST A WEEK. I EXPECT A FULL IMMEDIATE REFUND. IT'S OBVIOUS THAT SEARS DOESN'T CARE ABOUT IT'S CUSTOMERS ANYMORE - I'VE BEEN A CUSTOMER FOR 50 YEARS. YOU WILL NEVER SEE ANOTHER PENNY FROM ME OR ANYONE THAT I CAN CONVINCE NOT TO BUY FROM YOU AGAIN.

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Randy Durden
,
Oct 09, 2008 3:47 pm EDT

Made Appointment on Warranty Work on Washer. First time
was a week from call. Said they would be there between 8 am
and 5pm. Called at 4:00pm and said couldn't make it.
This was after my wife and I had sat home all day and waited.
Next appointment was to be a week later. This is not very
customer friendly.

SearsCare
SearsCare
Chicago, US
Mar 27, 2012 10:18 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi B. Kelley,

I'm Scott and I'm a member of the Sears Cares Social Media Support Team. We apologize for the concern and trouble your washer has been causing. With a problem of this nature, there's no question why you might be alarmed. If the washer is indeed level, the problem may be the type of flooring under the unit. Linoleum or softer wood may contribute to this problem for example. After locating your post here, we'd like to speak with you about your washer and help address your concerns. At your convenience, please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number). Also, in your email, please provide your screen name (B. Kelley) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,
Scott J.
Social Media Moderator
Sears Social Media Support

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Kenmore spare parts

I have a Kenmore 30 inch glass top range and wanted a replacement burner element. I phoned parts department of Sears Canada and supplied them the model number which as per the sticker is 65293. I was constantly asked that there must be more letters to the model. I have the camera shot of the sticker on the appliance where model number is shown and there is nothing else on the sticker. The representative's resonse was that they cannot help as they do not manufacture teh appliance.

So much for Sears Kenmore brand. I have attached the picture of the sticker where model number is shown. In the meantime, trust me that I am now an ex-sears customer as this is my 3rd exact similar experience of the kind - once with fridge, second time with a UV water filter and third time this.

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liketohelp
Toronto, CA
Jun 15, 2012 4:27 am EDT
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please send me your info.

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Kenmore does not work!

Bought washer less than a year ago and it already is broken and according to sears not fixable! Does not spin out clothes right and wish I had just bought a regular washer..repairman said was uneven and just to put light loads in but that does not seem right either after a year I expect better performance than A PIECE OF CRAP THAT I GOT!

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Contact Kenmore customer service

Phone numbers

+1 (844) 553-6667 +1 (800) 549-4505 More phone numbers

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www.kenmore.com

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