Kenmore’s earns a 2.3-star rating from 402 reviews, showing that the majority of appliance users are somewhat dissatisfied with their products.
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freezer/refridgerator
I have a LG Kenmore Refridgerator model number: 795.[protected] and it has had nothing but problems! I have to keep the setting for the refridgerator and freezer far below the normal specified temperature. My freezer does nothing but leak water everywhere and build a couple of inches of ice on the bottom making it hard to close the freezer door!
Not only do I have problem with the sears appliance refridgerator but as well as their LG Kenmore washer and dryer!
Sears products suck and I will not purchase another appliance from them again, nor any LG made products!
I was better off purchasing a cheap washer, dryer, and refridgerator from a garage sale down the street! (It was 5yrs old!) The sears products are a complete waste of money!
The complaint has been investigated and resolved to the customer’s satisfaction.
the top range keeps clicking
I bought this stove on layaway got it in August 2010...I had Sears repair come out 2 times to replace a part on the top range on the left side because it was clicking...I follow the direction the techs gave me turn off circuit breakers, knobs and used a blow dryer and it didn't work.They came out replace the parts.As of today i was using the left side of range now it is doing the same as the right side of range..I am completely fed up and i haven't used the oven yet since i had it with all the problems and see everyone had problems with Kenmore stoves not going to...I am planning to call the corporate office i want my money back and i will go somewhere else...I had a house fire in 2003 don't want any more if i can help it...I wouldn't recommend this products to anyone or other products similar...I am so discourage how SEARS decide not to make their brand anymore and settle for someone elses and put their name on it..I honestly didn't know it was a frigdaire brand was told my the customer service...
The complaint has been investigated and resolved to the customer’s satisfaction.
To Diane125,
My name is Marcus and I am part of the Sears Social Media Support Team, and I am very concerned about what I have read here concerning your stove. On behalf of Sears I would like to extend an apology to you being that you have been put through an uncomfortable situation. I have read here that our technicians have came out and replaced some parts on the stove and also provided you some instructions on how to rectify this issue. I do apologize that we did not inform you of the next steps to take in getting your unit repaired or replaced. I would like the opportunity to step in and help rectify this problem. The Sears Support Team is the single point of contact for all escalated concerns for Sears; which means we step into a situation and handle it from start to finish with one Case Manager. At your convenience, please contact my office at smsupport@searshc.com so that we can get right on this and you don’t have to continue to be impacted by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (Diane125) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Marcus C.
Social Media Support Team
fire hazard in the waiting
The Kenmore Elite is a fire hazard in the waiting. We recently noticed a burning smell coming from our Kenmore Elite refrigerator (model #795.[protected]) and noticed it became stronger when we opened the doors of the fridge. Upon opening the doors and investigating the matter, we noticed a strong burning smell and found that the food on the top shelf was warm, the butter on the door shelf had melted, and the plastic light cover was warped. Upon removing the light cover, we discovered that the dual light socket fixture was melted and had turned crispy and black looking. We soon realized that the lights were not going off when the fridge doors were closed. I called Sears customer service with my fire hazard concerns and was told to contact the fire department if I had concerns for a fire and that a serviceman could come out in a week, at my expense, to diagnose the problem. Really?! Call the fire department?! A week? I was further told that Sears had not received any complaints about these problems (LIES! A basic internet search documents complaint after complaint on this very issue).
This has caused us a great deal of worry for our family, as it is a fire hazard and is completely unsafe for us and our young children. We did not receive any notice from Sears that these refrigerators were faulty in this manner. This is an example of cost cutting corners in areas that sacrifice our safety just like Toyota did with their sticking gas petals. Shame on Kenmore and shame on Sears for not standing behind their product and for putting the safety of the American people at risk! Stay far away from the Kenmore Elite fridge and from Sears. You'll be much better off.
Sears states their mission statement as the following: "To grow our business by providing quality products and services at great value when and where our customers want them, and by building positive, lasting relationships with our customers."
They further state their "core values" to be the following:
· earn our customers' trust and business every day;
· act with integrity in everything we do;
· treat everyone fairly and value diversity;
· be accountable for our actions; and
· win as a team.
What is the purpose of a company's "mission statement" and "core values" if they do not intend to adhere to them? They have FAILED to provide me with a quality product and have FAILED to build a positive relationship with me. They have forever lost my trust and business, they have FAILED to act with integrity, they have FAILED to treat me (and all others with this faulty fridge) fairly, and they have FAILED to be accountable to their faulty Kenmore Elite fridge. I suppose they have "won as a team", as they have worked together to take my money and give me a faulty fridge that poses a serious safety threat to my family. An angry disappointment, to say the least.
The complaint has been investigated and resolved to the customer’s satisfaction.
My wife and I bought a Sears Kenmore Elite 2017 washer and dryer for our new home. In just over two years we have a lot of rust all around the bleach dispenser and the finish is coming off. Also rust all along the edge of the inner lip of the washer. It looks horrible and is obviously a defect in materials. After calling Sears warranty department and being transferred 4 times, I was told it was covered, then it wasn't covered, then it was and finally that it wasn't and that they wouldn't do anything about it. For all the money we spent for the washer and dryer and extended warranty I will never buy anything from Sears again.
I have a 1 year old Kenmore Elite side by side refrigerator, simply put it is the worst appliance I have ever owned. It constantly freezes over, it shuts itself off with an error code of e r flashing and 3 times a day like clockwork it makes a 75 decibel vibrating noise for 1 hour at a time. In talking with the Sears service techs I get the feeling that it was only $2200 so a year is all I should expect. Sears if you read this I will never even purchase socks from your store. I will persuade anyone I can to feel the same. Your product is inferior and your customer service is pathetic.
5month old kenmore elite washing machine on its 4 th breakdown
terrible repairmen dont trouble shoot just change parts
"we have to order a part and reschedule, they come back ooh it must be this other part thats bad we need to order another part and reschedule,
i been with out a washing machine for 1 month now, 4 afternoons out of work, , , , , illl never buy sears again
I've never done this before but I just want to see if anyone else is having problems with Sears. Within the past 6 months or so I've had a reoccurring problem with my Kenmore Elite Dryer. When you open the door, the light turns on, but when you go to press a button for which ever load cycle you want, it doesn't work! The last time the repair man came out, they had to replace the whole electrical unit on the face of the dryer... and most likely they will have to do this again. What makes me livid is the lady at Sears says "well you have until 2017 for your warranty", my warranty isn't the issue! The issue is, I keep having this problem occurring over and over. Now either the repair man isn't doing his job properly, or the dryer is faulty and they need to replace it! We didn't spend about $3000 on a washer and dryer for them to only last a year. And I'm still having problems with my dyer not drying to it's full potential! I'm just extremely upset with this whole situation... and something NEEDS to be done about it!
Bought this dishwasher Sept. 24, 2017 it kept quitting during wash, called Oct. 17, 2017 for service, they have been out several times.
They can't fix it and won't replace it because it's beyond the 30 day replacement warranty.
Today is 145 days with a brand new broken dishwasher from Sears, I suggest buying from a store that actually has their own service dept.
I don't know what to do now, they won't even get back to me.
Dear Safety First,
My name is Scott and I'm with the Sears Social Media Support Team within corporate. I found your post here and am very concerned by what I have read. I'm terribly sorry for the worry, stress & frustration the malfunctioning lighting unit within your Kenmore fridge has caused. I absolutely see your cause for anger and frustration & agree. With something as imperative as product safety, Sears does not take issues such as this lightly. I apologize for the experience you've encountered while trying to rectify this matter. We'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Our team is comprised of dedicated and personal case managers; one of which that would be assigned to your issue and oversee it from start to finish. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (Safety First) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
I've got the same problem and dealing with the repair people now - theres got to be a way to lemon law this product.
junk
In January of 2009 I purchased a Sears Kenmore "Elite" Freezer model # 253.[protected]. Last month, the freezer started acting up - it would cool part of the time and then it would stop cooling. I called the Sears repair guy - who was really nice and was told that the electronic control board was bad. These freezers are actually made by Figidaire. The bad part number is [protected]. This part, which takes about 2 minutes to pop out of the front of the freezer and replace was going to cost me $440.55 - which is more than half of the cost of the freezer. I called their "customer service" number and was rudely told that there was nothing that they could do.
I am planning to take the freezer out of the house and lay it down outside and run over it with our loader.
I just wanted to warn everyone against buying a Kenmore freezer!
The complaint has been investigated and resolved to the customer’s satisfaction.
I bought the same exact freezer, had the same exact problem. Within the first two months it didn't work. The tech replaced the control board at no charge. Less than 2 years later, we have had the same problem 4 times. It is really frustrating to buy something as expensive as this, and it wont last a few months. Sears use to be reliable. When I tried calling service/support the 3rd time this happened, they were not helpful in the least bit. At one point, someone just hung up on me because I wouldn't agree to their proposed solution which was similar to the price you quoted above. I would almost say it is scam. Usually I would be able to unplug the unit overnight, and it would reset itself and work for another 3-6 months. Obviously not convenient having to put all your frozen foods at the neighbors every 3-6 months. Since it now happened for the fourth time in less than 2 years, I am honestly thinking about buying another brand instead of paying $120 for the part. (I can put the part in myself.) The bottom line - Sears service was so poor, I would never buy anything from them again, not even tools. I said that before, now I really mean it. My wife reminds me every time that I said that before, then bought the freezer. We had problems with a Kenmore appliance in our first house, and the telephone service people were rude and the dishwasher was only 4 months old. I said how much could go wrong with a simple freezer - A LOT!
Dear frustratedsearscustomer,
I wanted to reach out to offer assistance. I'm so sorry to hear about the control board on your refrigerator failing. I know that being without a fridge that doesn't cool is incredibly frustrating and stressful. My name is Scott and I'm with Sears Cares Escalations; we like to help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (frustratedsearscustomer) in the email so we can reference to your case.
Thank you,
Scott J.
Senior Case Manager
Sears Cares
lighting unit
The Kenmore Elite Refridgerator has a faulty lighting unit. The unit will overheat to the point of cooking the food on the top shelf and melting butter in the door unit. The refridgerator overheated to such a point that it melted the ceiling of the unit above the lighting unit. This product should be recalled. I received no notice from Sears that there was safety issue regarding this product.
The complaint has been investigated and resolved to the customer’s satisfaction.
Dear RecallKenmore,
My name is Scott, and I'm with Sears Cares Escalations. I apologize for the tardy response to your post here; I just came across it. I'm terribly sorry for the lighting fixture problem in your Kenmore refrigerator. I definitely understand your frustration and concern over such a problem. Being that this could possibly pose a safety/health problem, this is definitely something we'd like to assist you with. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (RecallKenmore) in the email so we can reference to your case.
Thank you,
Scott J.
Sears Cares
fire hazard
75 year old mother in law was cooking dinner, put garlic bread in oven and set timer. Before timer went off the smoke started rolling from the oven vent and the garlic bread was burning. She shut off the control for the oven and removed the pan. Then she noticed the burner was glowing brighter than she had ever seen it. Immediately she called me. I was about 30 min. away grocery shopping and asked her if she thought she could find the house breaker, she couldn't. I drove like a nut home to find her frantic, the kitchen in shambles and the range pulled from the wall with the plug pulled out. A friend of the family was kind enough to assist her with it. After almost 2 hours you could still not hardly touch the range outer walls and the kitchen wall itself was still hot. When the unit was plugged in again the lower element came immediately back on even though the control panel showed it was off. Model number is [protected] and serial number VF13009839. Needless to say Sears is not interested in assisting with the situation at all. I now have to scrape together enough money to purchase a new (definately not frigidare or kenmore) range. I wouldn't even think of fixing it. Fix it with what, more junk parts that could do it all over again? What in heavens name is Sears problem, are they just waiting for someone like my mother in law to die before they stand up and take responsibility? The woman can't even fix a hot meal without risking her life. Everyone needs to be aware of severe risk with having these units plugged in to a power supply, let alone using them to cook with. I cannot express enough my anger and concern with the product and it's representatives. Knowing there are other people out there who are totally unaware of the danger that is sitting in their kitchen just waiting for the opportunity to destroy their home and possibly take their life makes for alot of sleepless nights for me but obviously not for the manufacturer or their distributors.
The complaint has been investigated and resolved to the customer’s satisfaction.
To davidvc04,
My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help. I have reached out to you under a previous posting so if you've already replied please disregard this message. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing 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. Also, in your email please provide the screen name (davidvc04) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
We have a Kenmore 790.9612. The front left burner sometimes will not turn off immediately, but instead continues to burn extremely hot. The burner does not respond to the dial being turned to off or any other temperature setting. Like others, we called Sears and were told that there'd be a cost to repair it. I understand that the warranty has expired, but this is a broad problem, not an isolated incident. The control board on these 790's is obviously defective as I have now read many reports of broilers causing fires and oven eyes not turning off. Like the above complainant, I'm unsure if I want this repaired as I find it hard to trust the product. Moreover, Sears's reluctance to acknowledge the problem or deal with it fairly is a concern. We remodeled our kitchen four years ago and went to Sears based on its reputation, but with two failed appliances from that purchase, one of which seems very dangerous, I'm having a hard time having faith in the company.
To JWDL,
My name is James and I am part of the Social Media Support Escalations team at Sears and I am very sorry that you have not yet recieved an acceptable solution to this issue. Unfortunately I could not find your information with Sears Cares to reference to this issue. We do value your business and would like to help. At your convenience, please contact our office at smsupport@searshc.com and provide a contact phone number and the phone number the stove 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 (JWDL) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
My wife turned the stove on broil and heard what she called a sizzling noise, then heard a loud pop and saw fire coming from the back of the stove. She tried to turned off the stove, after a few seconds the fire went out. When she called me, I told her to switch off the house breaker. I looked at the area where the fire came from and it looks like the problem started in the circuit board. I talked to Sears and wrote an email to someone at Sears cares. I was contacted by a case worker. She informed me that she researched the model number and there are no known issues with the product. I asked some technical questions she could not answer and she gave me a number to call to get some answers. I was put in contact with a technician that was very helpful. After a few minutes of discussion I had the technician cross check the circuit board in my stove with other reported returns. He was able to confirm there have been other circuit boards returned with the same concern. I was shocked because Sears identified that there were no reported problems with my model. To make sure I was hearing this correct, I had the technician repeat what he said and he described the other reported conditions. They were exactly the same as the concern that I reported. He informed me that the manufacturer has been notified of the problem, however a new design circuit board is not available at this time. I shared this information with the case worker, but I am not sure this did any good because I got a big speech about the fact that I bought the stove and the warranty has expired. At that moment it was clear to me that Sears does not stand behind the product that they sell.
My wife and I bought the stove in Oct 2005 for over $1, 000. The model number is 790.[protected]. I called Sears and they offered a discount if I want the stove repaired or they will offered a discount on a new stove from Sears. I would like to think I can work something out with Sears, but it is my understanding that the replacement part is the same design as the one that failed in my stove. If I put the same part in the stove, there is a chance that I will have the same issue again. I was luckly that the fire went out. I do not want to take that chance again. The discount offered on a new stove was poor. It was no better then a discount anyone could get if they shop for the right sale.
I am very disappointed with Sears and will report this information to the CPSC. I am not sure what I am going to do with the stove, but I am thinking of trying to find a company that will stand behind the products they sell.
Hello couch01,
My wife called me at work today to tell me our Kenmore stove was on fire. It does not sound like the same problem you had, but as I read more about Kenmore problems, I do not think I want to fix mine. Nobody got hurt, but I am afraid that next time we will not be so lucky. My wife turned the stove on broil and heard what she called a sizziling noise then saw fire coming from the back of the stove. She tried to turned off the stove, then after a few seconds, the fire went out. When she called me I told her to switch off the breaker, the same as you told your mother.
We bought the stove in 2005, the model number is 790.[protected]. I called Sears and they offer to send someone out to fix it for $239. I expect that the control panel needs to be replaced and $239 is likely a fair price, but I also expect the we will have the same problem again in the future. Sears seems to have no interest in offering any help. They only recommended that I submit a report.
Dear couch01,
I'd like to apologize for responding late to your post here; I just came across it. I'm Scott with Sears Cares Escalations within corporate. I'm truly sorry and concerned about what I've read here. I definitely can understand your cause for concern and stress over this situation. Heating elements should not get so hot to the point where the range unit itself is too hot to touch. I'm so sorry to hear of the fear and inconvenience, to say the least, this has caused your mother-in-law and yourself. We'd like to offer assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the range was purchased under and we will call you at your convenience. In addition, include your screen name (couch01) in the email so we can reference to your case.
Thank you,
Scott J.
Sears Cares
repair service or lack of
I was schelduled for service on my central air unit on August 19th between 1pm and 5pm . at 540 pm I called to see where the tec was and was told that he called my house and there was no answering machine to leave a message that he was not coming. Well I have an answering machine and both my husband & and I were both at home and no one called to say they...
Read full review of Kenmorefailure to repair x 3, poor customer problem resolution
I requested service to repair refrig. via Sears website 7/25/10,
Fridge is under warranty, First repair man, who came on 7/28/10, was not given appliance specs from Sears and billed me $420 to order new compressor. Attempt #2 came 8/5 - compressor shipped was a used one packaged as new so now I am set up for Attempt #3 set for 8/12/10, services man arrives after the scheduled time and is here until 7pm installing new compressor, by morning of 8/13/10, fridge is still not cooling, Called Sears customer service and resolution desk, Jackie-Sasha-Chase and then Linda failed to work with me and make their errors right...instead of working out a time on Saturday 8/14 when I am available, they insist they can only make this Attempt #4 service appointment when it is not possible for me to be present. This is not problem resolution, this is not good customer service and Sears says take it or leave it...it is not a concern to them. I have $420 wrapped up in this, which they say will be reimbursed back but only after the service is completed..whenever that will be... I have 2 case #'s 3217843 and 3243131 for what that's worth.
The complaint has been investigated and resolved to the customer’s satisfaction.
broken vegetable drawers - small ball bearing wheels broke off
I have a Kenmore Elite 3 door with the freezer on the bottom... model number 795.[protected].
Another problem I had with this fridge is the vegetable drawers, as the small ball bearing wheels broke off just after the warranty expired. They still slide in and out, but they are resting on the plastic guides now so it is not so smooth and will probably wear out prematurely. The ball bearing wheels were connected to the frame by about 1/4" of plastic, so it's no wonder that they broke.
The fix is not simple, you have to replace the whole frame that the drawers slide into, utilizing the glass from the old frame, hence the difficulty.
I had another problem with this fridge involving the interior lights, so while he was working on the light problem, I asked the Tech about this drawer problem, and he admitted that it was an ongoing problem with my model, but not enough people had complained about it so there were no repairs authorized.
He went on to say that Sears says the wheels broke because the drawers were possibly "overloaded".
Overloaded? With Fruits and Vegetables? How could that be possible?
If a small drawer in a $2000+ Refrigerator was designed to hold fruits and vegetables, don't you think the drawer should be strong enough to be able to hold as many of these items as you could possibly fit in it?
There was no warning from the salesperson, or on the documentation that came with the fridge, that stated I could overload the drawer!
Engineering flaw in the design if you ask me.
The tech that came to fix my light problem told me the same thing, that I must have overloaded it. I basically told him the same thing you stated, if there is a drawer to hold fruits and vegies, it should be able to hold a drawer full of the heaviest kind with no problems. He suggested I complain to Sears, and I did many times, but I guess not enough other people have done the same. If you have this problem, take the time to Complain, Complain, Complain!
To Marquess11,
I am so sorry that you’ve encountered these problems with your refrigerator. I understand how inconvenient it is to have such a major appliance fail. My name is Kiera and I am a part of the Sears Social Media Support Team. We would like to contact you directly to further discuss the events that have occurred so that we may see how we can assist you. At your convenience, please email our offices at SMAdvisor@searshc.com with your contact details, and the phone number the refrigerator is listed under and a Case Manager will reach out to you. Also, in your email, please provide your screen name (marquess11) you used to post to this site for reference to your original post. We look forward to working with you soon.
Thank you,
Kiera J.
Social Media Moderator
Sears Social Media Support
I have the same problem with my 3 year old Kenmore elite side by side. Certainly the problem must be defective. When I contacted Sears they advised I needed a repair technician. The bins need to be replaced! Sears needs to stand behind their product.
To ValuedCustomerToo,
My name is James H. and I am part of the Social Media Support Escalations team at Sears and I am very sorry to hear about the issues you are having with a refrigerator that you purchased from Sears. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (ValuedCustomerToo) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I agree. Same problem with the fruit drawer on our GE GDSS0KCXCRSS. Cracked when loading too many apples into it. Now they want $98.00 for 2 flimsy molded plastic drawers!
unsatisfaction with merchandise
I bought the Kenmore Elite ST washer in blue, Kenmore Elite HT dryer and the Kenmore Elite 3 drawer stainless steel refrigerator (795.79753.901)with all the bells and whistles. appx $5, 000.
The washer and dryer do not live up to the name Kenmore little lone ELITE. The clothes come out of the dryer so wrinkled we have to iron everything.
The refrigerator the same, not up to Kenmore's standard. The ice maker has been worked on twice and the next time we are told it will cost $300.
I have own Kenmore for more than 36 years. My old units cost around $600-800 set for washer/dryer and same for refrigerator was superb. I want them back! These appliances give me more work and at 54 years old I am not up to it.
I am so disappointed I can't tell you. Are there any options for me? No I did not purchase the extended warranty after spending $5, 000 you would think you wouldn't need them. I didn't have to have my old Kenmore's worked on not once. They are now a year old and I have tried every setting on the washer and dryer to keep from ironing clothes, funny it even has a wrinkle guard that obviously does not work.
The complaint has been investigated and resolved to the customer’s satisfaction.
liner getting cracked in less then 2 years
Brand Kenmore/Model no [protected]/Serial no SW1529629
I bought a kenmore side by side stainlesss steel refrigerator produced by whirlpool. In less then 2 years the freezer side of liner has started to crack from top to bottom like bar code pattern. When i called Sears to complain they asked me to speak to Whirpool and Whirpool asked me to get back to Kenmore. After going back and forth in circles I was told by Kenmore nothing can't be done and I have live with those ugly hair line cracks on a $ 1800 refrigerator. The other option I was given is to cover the cracks with silicone. Bottomline don't buy a whirpool/Kenmore refrigerator ever. Its a piece of total crap.
Rds
Sean
The complaint has been investigated and resolved to the customer’s satisfaction.
product & service
Purchased on 2/14/10; delivered 2/17/10. Ovens ran 125F under what the console stated; had a gas leak in the front left burner and other leaks with in 35 days of delivery. Have a Master Protection agreement.
The range has had no less than nine service calls and still does not work.
Pacific Gas and Electric were here on 7/8/10 and stated that Sears was to fix a gas leak in the right rear quadrant ASAP.
Today is the 14th of July and the range is still not fixed. Am waiting for a repair peson to come figure out what parts to order; will have to wait several days for the part and then more time to get a tech out here.
Sears refused to do a product for product replacement; eventhough the problems were reported well within the first 60 days. Wanted to give us an in store credit for the sale price which would not compare to the range we have. Sears has ignored contact by the CA consumer affairs department and has been very uncooperative to the point that one of their order men swore at the technician who was trying to order parts.
So far it has had: new sensors [one caught on fire]; 2 control panels; rubber for around the top oven; gas valve; hinges. AND STILL DOES NOT WORK!
We will never purchase anything from Sears again. They value our patronage: hogwash; they have left a range that is leaking gas without so much as a service call.
Also they changed the service appointment on me. When I called yesterday to verify the change 2 different representatives hung up on me. One after having me on hold for 42 minuts.
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Reviews by product/serviceRefrigerator (45)Kenmore Elite Appliances (44)Customer Service (27)Appliance Repair (18)Credit Card (17)Dishwasher (15)Repair Service (14)Washing Machine (14)Kenmore Washer/Dryer (12)Kenmore Dishwasher (11)Washer Repair Service (11)Kenmore Refrigerator (10)Sears Kenmore Refrigerator/Freezer (10)Service (10)Water Heater Repair (10)Kenmore Dryer (9)Kenmore Front Load (9)Appliances (8)Delivery (8)Dryer (8)Installation (8)Sears Credit Card (8)Dishwasher Repair (7)Repair (7)Service Call (7)Washer And Dryer (7)Central Air (6)Delivery Of A HE4t (6)Hot Water Heater/Installation (6)Kenmore Side By (6)Master Protection (6)Tires (6)Washer (6)Air Conditioner (5)Appliance Service (5)Bosch Dishwasher (5)Carpet Cleaning (5)Craftsman Lawnmower (5)Credit Cards (5)Home Delivery (5)Kenmore Calypso (5)Kenmore Gas Burning (5)Kenmore HE2 Washer (5)Lawn Mower (5)Maintenance Agreement (5)Return Policy (5)Sears Mastercard (5)Sears Parts Department (5)Warranty (5)Appliance Delivery (4)Delivery Service (4)Front Load Washer (4)Heating And Cooling (4)Kenmore Range And (4)Kenmore Stove (4)Kitchen Remodel (4)Large Appliances (4)Lawn Tractor (4)Refridgerator (4)Service Contract (4) Got something to say? Help other consumers by sharing your experiences on My3cents...
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Venice09 (07/14/2010)
I'm surprised the gas company didn't make you disconnect the stove. Is it a continuous gas leak?
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oven door exploded
I can't believe it, I never heard of an oven door exploding but that is exactly what happened today with my 3 year old Kenmore, freestanding range. It was not even on and the last time I had used it was 2 weeks ago. I was in the kitchen and had just walked out when I heard a sound like ice breaking, then the sound of falling glass onto the floor. When I went back into the kitchen to investigate I was shocked to find glass falling from my oven door and my kitchen floor covered in it. Immediately, I called Sears repair line wanting someone out here immediately to document the situation first hand, although no one was cut, this was potentially a major safety issue, but their 1st concern was that my warranty had expired and I would be responsible for the $129.00 service call plus parts, and the soonest they could come out was on Fri, July 9th. When I told her this was unacceptable, the situation needed to be looked into now and Sears was lucky no one was injured by the exploding glass, again her concern was the cost of the $129.00 service charge. I tried to explain to her that Sears is lucky I had no small children in front of it when it went and then asked for her name in case there was an injury she would be named in the law suit. I was immediately passed on to someone else who again was concerned about the warranty issue and not the safety issue, and as to whether or not I agreed to pay the fee before sending a tech out. I felt like I was being held hostage, yes I agreed to the fee, how else is it going to be fixed, documented, etc. I asked where I could sent the pictures I had taken to ensure proper documentation of the situation, but was told no need to do that, he was documenting it as we spoke. Yeah, right.
For the past 41 years, since my husband and I have been married we have bought every single one of our appliances from Sears, always a Kenmore, and never had an issue with them. But today I and totally disappointed in them, they have a total disregard for our safety and that of our families. These ranges should be and should have been recalled years ago and were not. We should be given the option to trade it in for another brand.
Sears has lost a loyal customer and I will be there to speak out against them from this point on if they do not make this situation right.
The complaint has been investigated and resolved to the customer’s satisfaction.
Tonight, Thursday, August 11th, 2016, as I was home alone watching the Olympics on TV in my living room I heard an explosion coming from the kitchen that sounded like a cupboard full of glassware had fallen off the wall. No one was home but me and all the lights in the kitchen were off. I went to the kitchen and found that the oven door of my Kenmore range had exploded into a million pieces of glass all over the kitchen. I hadn't used my oven since the previous Saturday, and hadn't used the stove top in over 30 hours. How can glass just explode with no one near it and no heat source of any kind to make it happen? I am baffled and very scared for anyone else who has a Kenmore range. I am so thankful that none of my little grandchildren were here. Any one of them could have been standing right in front of that range. I've started a report already to the consumer protection agency and will be giving them the photos as well. This is ridiculous, I've never heard of such a thing before!
I have a Kenmore stove . It is about 5 years old and today we came home to find the oven door shattered and all the glass on the floor. The outside glass was shattered. I am glad no one was home to get hurt when this happened. I don't expect sears will pay for this since I tried before for replacement of the control panel when my oven caught on fire because of its malfunction. These are safety hazards and should be addressed before someone gets seriously hurt or killed. I will call tomorrow for the Door glass replacement problem but don't expect any good results. Will keep you posted.
My glass door on my Kenmore 790 series range exploded this afternoon, my mom was at my house with the kids and she got covered in glass. She was okay and glad my 2 yr old was not standing by her when it happened. the range was not even on and it had not been used for 3 days. I looked online and found tons of other complaints and like all the of them sears was not helpful as my range is 3 1/2 yrs old and they were going to charge me $79.99 to come and look at my range. They told me it was not a recall even with all the complaints. Not happy that I now need to pay to have this fixed. Sears will be sorry when someone seriously gets hurt and not just a few small cuts.
The outer door to my Kenmore Elite stove shattered completely Dec 30/13 when the stove was in self clean mode. No one was hurt but there was glass all over the kitchen. I haven't tried to speak with anyone yet and by the looks of everyone's experiences I've read on the Internet, I will probably be wasting my time. Obviously, I will try to have Kenmore take responsibility for this dangerous issue and I don't believe I should have to pay to replace the glass on this 4 year old stove. If I have any success, I will post again ... however don't hold your breath!
We just had the front glass panel of our Kenmore slide-in range explode. All Sears will do is help me make an appointment with a service person. I called their recall # [protected]), and all they told me was that there was no recall. I reported it to saferproducts.gov, and my report # is [protected]-9B202-[protected]. I hope everyone who has this problem will do the same, and perhaps some action will finally be taken. I've read that some are considering a class action lawsuit...wonder if that will happen? I've read that it's not considered a safety issue b/c the glass is safety glass...huh! Many of the reports I'm seeing are about 3-year-old ranges (that's what ours is), so I wonder if there's a built-in obsolescence going on. How does one reach the higher-ups at Sears to complain?
The oven of my Kenmore stove exploded. One day while my neice was heating somthing she set the oven at 400 degress which is quite a normal range. 5 minutes later we heard a crash and we looked in the kitchen and the front door of the stove (which was glass has been completey obliterated.
There were shards of glass thoughout the kitchenwe were thankful that noone was in the kitchen at that time because they would have been surely cut to death.
We then contacted the company Sears and they told us that our stove's warranty had run out. The stove was only 3 years old! They then told us that they could replace the glass at a fantastic price and take our chances or we would have to replace the whole stove.
Needless to say we will not replace the stove from Sears, Kenmore is their in house brand, nor buy anything from Sears ever again. I urge you to do the same because at the very least they are incompetent in their designs or at the worst they plan to have their products expire after a short period of time. In any case they showed themselves not to be friends of the consumer but a inept and unprincipled company.
The door exploding also happened to us. My wife was cut. Sears and Kenmore said there is nothing they could do about it due to out of extended warranty. A $1600 stove that only lasts 2 years? We will NEVER buy an appliance from Sears again!
I had this happen this last weekend, have been on the phone for 3 days and same no warranty. I also called the store where I purchased it from to see if since I was getting no help from Sears as a whole if they would step up to the plate. They actually told me that it is my fault because I cook food with too much moisture and so moisture got between the glass and that is why it exploded. The owner and his salesmen both told me that. If I had known that when I was looking at it to purchase absolutely no way I would have bought it. Since he was very rude and not helpful and actually hung up on me, he called me back after he had cooled off and said he would see what he could do to get sears to split the cost with me. He felt personally attacked when I told him I will tell the people I know to not buy Sears or Kenmore, and I am. I happen to take it very personal that I have to worry about my families safety just to cook a meal. I am a lot disappointed in Sears and Kenmore. Do I really want to replace the glass to have the same thing happen again, not really.
I just had the same problem. I'll call Sear's in the am. If I get no help from their repair department, I'll call Sear's headquarters and see if I can get any help that way. Have any of you tried to call headquarters? As bad as this is, in a way I'm glad to hear others have had the same problem. Fortunately, no one was hurt here.
To Lloy,
My name is Dianne and I am part of the Sears Social Media Support Team. I’m so very sorry that the glass on your stove exploded. I can understand how upsetting it is and we would like to speak with you regarding this. 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. From your post I can see that this has been a source of great frustration for you and we would like to assist.
My name is Dianne with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. At your convenience, please contact my office via email at SMAdvisort@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the refrigerator was ordered under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Lloy) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
junk products
I purchased the Kenmore Elite HE4 Washer/Dryer set in Jan of 2006. 4 Months later, the control board on the dryer went. It took 2 weeks to get Sears repair to fix it. Cost me $100 in laundry fees while my dryer was down. Now, as of yesterday, my dryer turns on all by itself and you can't shut it off without unplugging it. Serious safety issue there, and the same part has died twice in 4 years.
I call Sears Home Repair, and they want $130 just to come look at it, and they are not able to get out for 7 business days. When pressed on what the average repair for this problem is, their best estimate is that its the control board AGAIN, and will likely cost me about $250 to repair. Factor in about another $100 in laundry fees while its down for repair, and I'm looking at a total of $450 I'll be spending on this piece of garbage on top of the $1100 purchase price of the dryer. What a HUGE mistake buying such an expensive washer and dryer. I'd have been better off buying a $200 GE dryer and treat it as a disposable item. Certainly NOT what I would expect from a top of the line Kenmore product.
So I go to the Sears in North Attleboro, MA where I bought it hoping the store would make good on it. Considering that My ENTIRE house is Kenmore/Craftsman products and always has been, I figured they might show me a little loyalty in return.
I speak to the manager (Tracy) and she literally treated me like I was wasting her time. I simply asked what could be done, being that I bought the top of the line washer dryer set and the quality was NOT what I expected for a $2700 washer/dryer set, and I was thoroughly dissatisfied with the product. I then pointed to the quotes on the receipt booklet that says "Your satisfaction is our #1 priority" and "Satisfaction Guaranteed or your money back". She said well, you're satisfied with the product, and you are simply experiencing a mechanical issue. We have quality repair technicians available to repair your mechanical issue. She then went on to say we make quality products and I should have bought the extended warranty. I said that makes no sense. You just said you make quality products, so why would I need an extended warranty on something that is supposedly a quality product. I then said I don't want my money back, I just want a dryer that doesn't break down every couple of years and cost me hundreds of dollars to repair. The fact that of the matter is the same exact component has failed twice now, and its certainly far from the quality I've always experienced and come to expect from Sears products. To this she repeats her statement that I should have bought the extended warranty, and because I didn't, I'll need to pay all necessary costs to have it repaired.
I then said but you don't understand, I buy nothing but Sears products, and even tried to show her photos of the dozen or so major Kenmore/Craftsman items I have throughout my house (washer, dryer, dishwasher, stove, refrigerator, lawn tractor, snow blower, garage door opener, gas grill, air compressor, tool cabinets, and dozens of tools/shop items.) to prove that I truly was a loyal Sears customer. She said something to the effect that well, I'm sorry, but I have other things to attend to, is there anything else? I said, well, I guess I'm done with Sears. You've lost an honest to God 100% loyal customer, if this is the quality of service and products I can now expect from Sears. To which she literally replied "oh, well have a nice day then" and just walked away.
Thanks Tracy, I now know how Sears feels about their long, long time, loyal customers, and you've single- handedly ended that long standing relationship.
MY OPINION? DO NOT BUY FROM SEARS, THEY NO LONGER STAND BEHIND THEIR PRODUCTS IN ANY WAY, SHAPE OR FORM, NOR DO THEY SHOW LOYALTY TO LOYAL CUSTOMERS!
kenmore front load he2 quietpak4
We have all kenmore products in our home and have experienced excessive issues with each. Some to the point of replacement. The current issue we are having is with our front load kenmore he2 quickpak 4 washer and dryer. The washer has had a number of repairs done to it that are all documented within sears call center system. The most recent was today when i went downstairs and found an inch of water in my laundry room floor from the washer and the code on the screen was "5d". It was in the spin cycle for over an hour and would not turn off unless i hit cancel. . . It then drained and turned off. The drawer underneath the washer also had water in it. There was a small load in the washer so not sure what triggered this. I called the customer service center and spoke to maynard id# 1245. He was not very helpful in my opinion because he did the bare minimum to serve me. . Which seems to be the case with all customer service centers thse days. . . They do the bare minimum. He told me monday june 7th would the the earliest a tech could come out. I had to be asked to be put on a call back list for cancelled apts. To me i would expect a quicker response being i told them i had a floor of water which is a safety hazzard in itself and could cause more serious damage to the floor, seeping under the basemold etc. . . This could create more of an issue. I guess to sum this all up, we have had more than a normal share of issues with all our kenmore appliances. . . Especially our front load washer that is only 3 years old. We had to purchase the extended warranty due to all the issues we were having. In my opinion this should have been offered to us free of charge since we were having so many issues. At this point we are really wanting a new washer. There is no acceptable reason for the amount of defaults with this washer.
tearing up my clothes
I purchased a Kenmore clothes dryer, Sept 2008 model #970c8817200 I t is tearing up my clothes, I had someone from an appliance place take a look at it and he says he can't figure out why its doing that. I believe there's a fault with this dryer.
Cynthia email [protected]@rocketmail.com
I totally agree, there is definatly a fault with this model dryer..I have ruined alot of clothes also..I will never buy or reccommend a kenmore product to anyone..I certaninly think kenmore should take a look at this issue.
I have the same problem. My kenmore dryer has destroyed every cotton shirt I own, hundreds of dollars worth. I believe the problem is a small black plastic piece in the back right of the dryer called a heat sensor. It comes loose from the wall of the dryer and catches all sorts of draw strings and spaghetti straps and rips them. It also has developed sharp edges which I believe catch my tshirts by the hem and rips tiny holes in the bottom front of the shirts. I tried replacing the piece after the first one became mangled and detached from the back. The new one is no better. It's a faulty design and I would like some compensation from Kenmore for the $500+ worth of clothing i have lost. It took me a years to figure out how this was happening! Any ideas on getting some money out of kenmore? I have given and have ordered a new dryer.
I too have this exact same dryer (970-C88172-00) bought in Aug. 08 and it has started causing holes and slices in my t-shirts! I haven't had anyone look at yet because I thought maybe I was going crazy. But I've used dryers in apartment buildings, at laundry mats, in residence at college and have never had this happen before! I've noticed sometime my clothes are caught hanging, and spinning from the top seal of the machine inside the door. I think its a machine defect but conveniently, the warranty us up!
f1 error code - defective washer
My husband I purchased a Kenmore Elite Oasis washer and for the past year we have been getting an F1 Error code several times through out the wash cycle, EVERY SINGLE LOAD! I received a letter in the mail regarding this issue from Sears and called the number and they advised me that my serial number was not included in the recall. I have been a loyal Sears/Kenmore customer for over 40 years and I am very unhappy with the way I have been treated by the customer service people and the quality of this very expensive washer I bought! I do not believe I should pay someone to come out and fix my washer when there was a recall for this problem and mine just "wasn't included". I ADVISE ANYONE INTERESTED IN BUYING A KENMORE WASHER TO DO YOUR RESEARCH... READ REVIEWS THEIR PRODUCTS ARE DEFECTIVE AND UNRELIABLE !
Kathy Walters
[protected]@aol.com
Hello, I repair appliances in the state that I currently reside and can tell you of the three sisters never to buy the whirlpool cabrio, calypso, and the kenmore oasis these three units all are made from the same company and all are nightmare machines that have been engineered poorly. The basic way the motor runs off the unit is by an rps sensor which is supposed to keep the motor spining at the factory set speeds in the unit. Unfortuatley they decided to be cheap when makeing the rps sensor and decided it would be cheaper for them to manufacturer the piece out of plastic instead of metal the initial idea was well intent until it reached whirlpools cost effective manufacturing line and that is when the machine went down hill there are many ongoing lawsuits currently against all three units and all are currently made by whirlpool
I have the same issue and not on the "upgrade" list. This is ridiculous as I have also been a loyal Sears customer for allappliances and automotive needs. They have totally lost my as a customer for everything including my children's photo sessions. I hear there is a class action law suit that we all need to locate and sign up on. Sears should fall out of business if they aren't going to secure their valuable customers as loyal as we have been to them.
service
My Kenmore garbage disposal stopped working 2 weeks ago. Since it had a 7-year warranty, I called Sears "service" to see what my options were. I was told by a female employee that the earliest they could send someone out was in 2 weeks time. That seemed an awfully long time, but I agreed when I was EXPLICITLY assured that the service call would not cost me anything and the Sears technician would either fix or replace the unit. At no time was the Sears representative equivocal about the service call costing me nothing.The time scheduled was between 1:00 and 4:00 pm yesterday, April19. I was told that I would receive a courtesy call on Sunday, April 18, to remind me of the service appointment the next day. That call never came, so I called Sears "service" yesterday to see what was happening. I was assured that the technician would arrive at my house as promised, and that I would receive a call from him/her about 45 minutes before arrival. I never received such a call, so I called Sears again. I was assured once more that the technician would arrive. When I had received no call, I again called Sears. This time I was told that the technician was running late and that he would arrive before 6:00 pm. At 5:30, still not having received a call, I once more called Sears. I was assured that he was on the way. At 6:05 pm, I received a call stating that the technician had gone home and that the earliest they could reschedule me was April 19. An outrage! After much complaining by me, I was told last night that I should call this morning and that perhaps someone could come to my house this morning. I called this morning at 8:00am and was scheduled for between 8:00 and noon today. Hence, I stayed home this morning. At about 11:00, my wife took a call stating that the technician was running late and that he would arrive about 2:00pm. Another several hours of my time wasted. I had a 12:00 meeting scheduled, and I cut the meeting short to return to my house by 2:00. A technician arrived about 2:00. He took one look at my disposal, stated that it was jammed, and that it would cost over $122 to unjam it So much for prior assurances during which I was lied to. After a most unsatisfactory discussion with "Romeo" at your customer, I was told that I had no choice but to pay for what in fact took your technician less that 2 minutes to solve. I wasted several hours of my time over 2 days, was repeatedly lied to, and will never buy a Sears product again.
The complaint has been investigated and resolved to the customer’s satisfaction.
display (temp control) not working
I have a Kenmore Elite model 795-[protected]. The display on the front door started going crazy for about a week and is now completely out. I had a Sears tech. come out and tell me it was the computer board behind the display. Instead of paying the 354.00 to him, I decided to order it myself and plug it in...easy...right! It didn't work. I also ordered the mother board in the rear and it still doesn't work. This disply board controls the temperature and the food is starting to freeze in the refer portion.
terrible product and service
I remodeled my kitchen with all new Sears Kenmore appliances. My dishwasher has a 5 year warrenty and after less than 3 years has started to break down. I made 4 service calls in less than 3 weeks. Each time a different part was replaced but my wait time in between repairs was at least a week. I complained after the 4th visit when the tech told me that the parts were on back order and I called to request a replacement dishwasher. Sears repair department approved a dollar amount for replacement and ask me to go into the store and pick out a new one. I have received now 3 calls in a month rescheduling delivery for the new dishwasher being on back order. Its it nearly 3 months that I have had a broken dishwasher and no replacement but Sear has not offered to waive a payment or anything for my inconvience. I AM VERY UPSET AND WILL NEVER PURCHASE ANYTHING EVER AGAIN AND WILL MAKE SURE I SPREAD THE WORD!
The complaint has been investigated and resolved to the customer’s satisfaction.
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Kenmore Contacts
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Kenmore phone numbers+1 (844) 553-6667+1 (844) 553-6667Click up if you have successfully reached Kenmore by calling +1 (844) 553-6667 phone number 0 0 users reported that they have successfully reached Kenmore by calling +1 (844) 553-6667 phone number Click down if you have unsuccessfully reached Kenmore by calling +1 (844) 553-6667 phone number 0 0 users reported that they have UNsuccessfully reached Kenmore by calling +1 (844) 553-6667 phone numberKenmore Product Questions+1 (800) 549-4505+1 (800) 549-4505Click up if you have successfully reached Kenmore by calling +1 (800) 549-4505 phone number 0 0 users reported that they have successfully reached Kenmore by calling +1 (800) 549-4505 phone number Click down if you have unsuccessfully reached Kenmore by calling +1 (800) 549-4505 phone number 0 0 users reported that they have UNsuccessfully reached Kenmore by calling +1 (800) 549-4505 phone numberRetail Customer Care+1 (800) 326-8738+1 (800) 326-8738Click up if you have successfully reached Kenmore by calling +1 (800) 326-8738 phone number 0 0 users reported that they have successfully reached Kenmore by calling +1 (800) 326-8738 phone number Click down if you have unsuccessfully reached Kenmore by calling +1 (800) 326-8738 phone number 0 0 users reported that they have UNsuccessfully reached Kenmore by calling +1 (800) 326-8738 phone numberSears Product Installation+1 (800) 366-7278+1 (800) 366-7278Click up if you have successfully reached Kenmore by calling +1 (800) 366-7278 phone number 0 0 users reported that they have successfully reached Kenmore by calling +1 (800) 366-7278 phone number Click down if you have unsuccessfully reached Kenmore by calling +1 (800) 366-7278 phone number 0 0 users reported that they have UNsuccessfully reached Kenmore by calling +1 (800) 366-7278 phone numberSears Parts Direct Inquiries+1 (888) 820-3350+1 (888) 820-3350Click up if you have successfully reached Kenmore by calling +1 (888) 820-3350 phone number 0 0 users reported that they have successfully reached Kenmore by calling +1 (888) 820-3350 phone number Click down if you have unsuccessfully reached Kenmore by calling +1 (888) 820-3350 phone number 0 0 users reported that they have UNsuccessfully reached Kenmore by calling +1 (888) 820-3350 phone numberSears Appliance Repair
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Kenmore emailscustomersupport@kenmore.com84%Confidence score: 84%support
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Kenmore address8330 Hansen Rd, Houston, Florida, 77075, United States
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Checked and verified by Maria This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 25, 2024 - View all Kenmore contacts
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