Kenmore
Reviews and Complaints

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

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

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

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

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

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

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

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

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

We purchased the Kenmore Trio Elite Refrigerator in early 2005. Two months later, the ice-maker was not producing ice. They came out and fixed it. One year later the freezer died. No cold air. Everything had to be thrown out. They said it would take almost a week to fix and costs me lots of $$$. I am very disappointed with Sears Customer Service and this refrigerator. I spent almost $2400... I should have shelled out an additional $500 and purchased a Thermador! Sears should be ashamed for selling a product that is defective.

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

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

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

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

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

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

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

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

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

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

I purchased a townhome in 1995. The thing is that an A. O. Smith 40 gallon gas water heater was installed by the builder. It lasted a good 11 years. In January of 2006 it died. I purchased a Kenmore Power Miser 9 gas water heater. The fact is that the installation guy told me that they are all the same water heater. They just slap a 6, 9, or 12 indicating the amount of warranty years you are willing to pay for. I have a 9 year warranty, hence Power Miser 9. I basically installed it myself with the help of my uncle who is a union plumber for about 50 years. Anyway, we installed it on January something of 2006. In October 2006 I had no hot water. I called the 800 number on the side of the tank and they connected me to someone else who handles the warranties. They in turn connected me to Sears. Sears told me that they don't handle any of the warranties or the service. I was told that they hire plumbing contractors to install and do the service. They gave me the number for the nearest plumber that they use in my area. This person said I would have to purchase a permit to have the work done. In six days they sent a guy out to look at the water heater and he told me it was the thermostat. He replaced it. He also left five minutes after he installed it. Five minutes after he was gone the pilot went out. I went thru the phone numbers once again to find out that it would be another couple of days for him to get here. He shows up two days later and says I guess it was the tank. Apparently it is cracked inside and water leaks out and falls onto the pilot and puts it out. Another six days for the permit that I had to purchase for 70 dollars. He shows up and says well we didn't install it so you have to pay 140 plus tax and charges to hall the bad one away. I don't care at this point because I just want hot water. My wife and I have an 11 year-old daughter. We had been without hot water for a week and a half. I have had the new water heater installed and working. It is now May of 2007 and I don't have hot water with the Kenmore Power Miser 9. I call and go through all the same rude people working for Sears or Kenmore. Who ever it is answering the 800 number for customer service. I go through the same thing, being told they will send someone the earliest 6 days from now. My wife calls three days later and says she cannot go another day without hot water. She is told that they will call us back in a few hours. They will send someone out as soon as possible. Five hours later she calls and is told that on the order in their computer it says that someone will contact us within 24 hours. My wife explains that she was told someone would call us back shortly. They are rude and say that it is impossible for them to help us that quickly. My point is that Sears sells Kenmore products. Over my life time so far I have always trusted Sears products. The thing is that they were always good with customer service until a couple of years ago. Why am I paying for repairs on a water heater that is supposed to be covered for 9 years? It was replaced in less than a year and now it is 7 months later with the second one from Sears. The first Kenmore Power Miser 9 lasted 10 months. The second one lasted 7 months. Another shocking surprise is that I was told by the Sears or warranty people that my water heater is covered under warranty till 2008. I am pretty sure I am looking at a power miser 9 indicating a 9 year warranty. I haven't asked about that yet but am furious. How is it that American companies are automatically able to take advantage of law abiding citizens? How is it that Sears customer service is basically just a joke? I have refused to pay for another permit or service of any kind. Hopefully I will get the help I deserve. It is Sear's faulty product. They should be responsible for it. This is the second one I have been through in 17 months. When will we get justice in this country? Be careful what you are told by companies selling you products in this country. It will not only cost you your hard earned money but every ounce of patients and will eventually make you crazy with enough anger to make your head explode. It's bad enough that it happened after ten months of use but to happen again after only seven months it's unforgivable.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

PA Anspach

I purchased a Kenmore Dishwasher barely over 1 year ago. We had our fist problem less than 5 months after owning the dishwasher. They told us that a thermostat burnt out and they replaced it. Now 1 month after the warranty ran out the thermostat went out again. Sears refused to help me without charging me a service charge and a charge for the part. I believe that the thermostat is not the reason that we keep having this problem there has to be something else causing the thermostat to burn out. I even had one associate from sears agree with me that the thermostat was not the problem, but the refuse to go back and fix the issue. I will never buy another sears or Kenmore product again. Buyer beware Kenmore and sears product have gone downhill since the merger with kmart.

Do not buy Kenmore products!

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

Sent another letter to Sears, to the Ohio Attorney General, local 6 on your side TV, and now to you. This is a fire hazard, and obviously a defect. Who else is having this problem? How many fires, burns? I need a new stove, it is only 3 yrs 6 months old. Do not fix this piece of junk again--A FIRE HAZARD!

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

Chris [protected]

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

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

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

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

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

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

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