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Sears Warranty Dissapointment BEWARE!

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For those of you who follow my page you know for a fact that I always try to keep it light. If I don’t like a company or review a product I don’t like I simply don’t post it on here. However, I am making an exception to the rule because of the horrible customer service I received from a leading national company.  On Saturday our One year old Kenmore refrigerator died. For some reason it was freezing everything but the refrigerator portion just wasn’t working. This is a refrigerator we paid close to $2,000 for. This should have lasted a while. However, being the savvy person that my husband and I thought we were we also bought a warranty on it when we purchased it because,hey who wouldn’t do that after purchasing a $2K appliance. Well little did we know it would be a complete mistake and frankly throwing money away.

So after going to the supermarket on Saturday and coming home with enough groceries to feed our family of 6 (And this pregnant mama) we realized the refrigerator wasn’t cooling. After a few hours we realized that there wasn’t any cold air coming out and something was wrong. So we called Sears, only to be transferred 4 different times to “someone who could help” then getting some tech support which involved my husband on the floor unscrewing parts of the refrigerator that didn’t exist because the person was obviously looking at the wrong model. We found out that the next day available for someone to come out and fix our refrigerator  was March 23rd. MARCH 23rd! It’s March 8th! That means I have to spend 2 weeks without a refrigerator? Seriously? So because we bought a warranty on this we assumed we were covered…Sure if we are willing to wait 2 weeks.

I am a patient person, I know things happen and you can’t always get service when necessary but 2 weeks for a service call on an appliance that is necessary  for our family’s well being? That’s unacceptable.  Speaking to other people that have had the same thing happen to them their wait was also the same. My mom down in Miami had to wait 3 weeks for them to come out and fix her freezer.

Point being you expect better from a national company like this. We’re having a local repair shop come out tomorrow to take a look at it and we’ll probably have to pay over $300 to fix it,the same money we used to buy this warranty.

And yes they said they would cover up to $250 in food that got ruined but what does that mean when you have 2 weeks of wait? What family goes through just $250 in food in 2 weeks? That is all! No loaner no nothing. Really?

What bother’s me is I tried going through customer service & Social media and only got ignored by Sears or given customer service help that was irrelevant. This has proven a valuable lesson to me, that is to buy local. Many times we don’t because we think saving a few hundred dollars will make all the difference and sadly when it comes down to it, it doesn’t.

I shouldn’t be helped because I am writing a post on a big blog like mine. Everyone deserves this level of service but sadly after just seeing their twitter page last night for about an hour it’s obvious I’m not the only one upset. So here’s my suggestion take your hard earned money elsewhere, when a company is all about the purchases but not the follow through it’s obvious your business isn’t worth much to them in the first place.

I for one will be closing my Sears Credit card account and no longer purchasing from them in the future.

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23 Comments

  • Reply Mandee G

    One of the best places to buy your warranty through is Home Depot. I dealt with Sears and a refrigerator about 10 years ago. It took them weeks to come out to our home. We lived out of coolers in the blazing Las Vegas, NV summer. Home Depot warranty has a 24 hour turn around. If they cannot find someone to fix it in your area you get a full refund on a Home Depot Gift Card. Customer Service is friendly as well. Just a thought for future purchases.

    March 16, 2015 at 12:35 am
  • Reply lisa

    You’re right, no one should be treated this way. I wouldn’t be surprised if they offer you a new appliance now.I really appreciate this post. My husband and I own an older home and we need a new stove and fridge, I know where we won’t be shopping. ,Wherever we do shop, I’m going to do a bit of research first.

    March 11, 2015 at 10:41 am
  • Reply Lula Ruger

    I am so disappointed to hear this i allways thought Sears to be reputable i will use caution when shopping for any thing like this thanks

    March 10, 2015 at 8:20 am
  • Reply Christina Strapp Lambert

    Best Buy is not any better. We got a brand new tv and paid a lot for it. A couple weeks of having it we noticed it had a patch that makes the picture fuzzy. They said since they now no longer make the tv they can’t replace the part. They were going to replace it with a cheaper, crappy tv. Ummm…no, I was hoping to get my money back. Nope, they said there was nothing they could do. The warranty was not cheap, and it’s useless.

    March 9, 2015 at 10:42 pm
  • Reply Richard Hicks

    We have had pretty good luck with Sears. We never get the warranties figuring if it is going to go bad, then it will during themanufacturers warranty. Hope things work out for you

    March 9, 2015 at 5:09 pm
  • Reply Dandi D

    That’s too bad–I usually really enjoy shopping at Sears.

    March 9, 2015 at 2:57 pm
  • Reply REYNA

    This is the reason they are becoming like the dinosaurs

    March 9, 2015 at 10:05 am
  • Reply Beth R

    We actually use their outlet pretty regularly. We bought a dryer a few years ago and it is still doing really well. We haven’t had to deal with their customer service though. That is probably a good thing

    March 9, 2015 at 9:49 am
  • Reply Michelle

    I had a similar experience with a refrigerator from Sears. I’ll never purchase an appliance from them again. They only “helped” me once I started bashing them on social media. I got no responses from their customer service phone line, their email to corporate, etc. but as soon as I posted something negative on Facebook all of sudden there they were to “help”

    March 9, 2015 at 9:40 am
  • Reply Kasie Tillman

    I recently read that Sears is closing 200 stores this year. It’s no surprise due to their customer service and their prices. In the past 4 years we replaced all of our kitchen appliances. They were almost always the highest. Kenmore used to be higher quality than it is now. The fridge we replaced was a Kenmore. It was around 10 years old. We only replaced it because it we wanted something bigger.

    March 9, 2015 at 7:20 am
  • Reply hannah

    So I read your fb post about this, and I hadn’t even finished the first sentence without telling myself the company was Sears. They have such terrible customer service now that there is no way the company will last long.
    A few years ago we bought a Kenmore freezer from them. It lasted a year and a half, and then abruptly died. We barely some of the food, but had to throw a lot out. Upon looking it up, I found that ALL the reviews on Sear’s website for that model and a bigger model ALL said the exact same thing – that it died within or little more than a year.
    Clearly if they ALL are dying, there was some overarching flaw and they should have been recalled or something. But nope, everyone just had to eat the cost and throw the freezer out. Oh, and the maker claimed that it was energy efficient, and government checks discovered that was untrue, so they were forced to pay people back. So buyers had to yearly send in a claim for a refund check of the higher energy cost. Of course, none of the buyers had working freezers anymore by that point.
    After that experience, I believe that Kenmore is not a good brand anymore. It used to be famous for quality, and Sears used to be famous for good service – these are both no longer true.
    Instead I will be buying other brand name appliances from any store OTHER than Sears, and we now have a Whirlpool freezer.

    March 9, 2015 at 12:52 am
  • Reply Marnie G (Derrick Todd)

    This is absolutely ridiculous! Customer service is not what it used to be. Companies used to stand behind their products and also make things right in the event of any issue. Now it seems like once you’ve purchased something, it’s not their priority anymore to help you.

    March 9, 2015 at 12:15 am
  • Reply Brandy Fliss

    All the Sears stores in my area have either closed or are closing now. This is probably why.

    March 8, 2015 at 11:04 pm
  • Reply Penni

    FYI: GE is another company to be wary of. They have the absolute worst customer service I have ever experienced! Years ago, our GE washer (under warranty) broke, and they told us it would be 10 days before they could send out a repairman. We complained (respectfully) and asked to speak with a manager (not available), and were treated more rudely than I ever imagined any customer-service rep. would have the nerve to treat a customer. When the repairman finally came (after 10 days) he discovered that a part needed to be replaced – and, because it needed to be ordered, we had to wait nearly another 10 days before he returned with the part! We will never again buy anything made by GE!! (Btw, we now have an LG washer – which we love! When we had a minor problem with it a repairman came out the next day and fixed it immediately!)

    March 8, 2015 at 5:49 pm
  • Reply Kiersten

    we had to go nearlY a month without hot water in the middle of winter while I was pregnant with my daughter because the only way to get a new hot water heater for my trailer was through them, our local store had none in stock, and it took two weeks for them to get one in. Then their repair people waited another three days to come install it, only to find that the wrong heater was sent. We had to go through the whole process again, and the only thing they did for our “inconvenience” was send a fifty dollar gift card that took another month to come. AND we had to argue with them to not charge us for the wrong water heater! Will never buy appliances from them again.

    March 8, 2015 at 4:05 pm
  • Reply Carolyn Allen Russell

    My friend had an epic battle with Sears over a credit card charge for an item that didn’t exist (they wanted PROOF that the item they were charged for hadn’t been bought. How do you do that? A lack of a receipt??) MONTHS of going back and forth on Twitter, email, phone calls, and in person with Sears, and I don’t know that it was ever resolved. It was really appalling. Their Twitter feed is pretty hilarious with their “attempts” to look helpful, when their customer response clearly shows that they aren’t. I hope you get this fixed quickly! 2 weeks without a fridge just isn’t reasonable (not in this day and age, and with a family! Maybe a single person could get away with it, but not with kids and everything else to juggle!) 🙁

    March 8, 2015 at 2:06 pm
  • Reply Mishelle

    I had a similar experience with them this winter, I saw something online said it was available but once I ordered it I got an e-mail 24 hrs later telling me that though it was available they wouldn’t be able to deliver it for almost 2 months!! I called to get an explanation but their argument was it WAS available but they didn’t have any for almost 2 months… What? When I asked to speak to a supervisor for an actual explanation she got rude fast – what didn’t I understand about the fact they did have several but it would take 2 months for them to deliver it to me?!?! It was simple, when I complained further she put me on hold then my call mysteriously got hung up on. It took me 2 seconds to figure out that I needed to cancel it – so I did cancel the order after explaining it to 3 different people – but it didn’t end there!! It took 3 days of Sears calling me to say the order was in and me saying I cancelled the order for them to get the hint. I complained on FB and Twitter but got satisfaction as the people who dealt with me still wanted me to understand that “in stock” and availability to deliver meant 2 different things. Explain that to me – seriously as I don’t get it. I’d even have understood a week to deliver if they had to bring it in from another province but 2 months? It’s taken 2 months for the rebate to appear on my credit card as well.

    Well, no more sears. Not again.

    M

    March 8, 2015 at 1:43 pm
    • Reply Kiersten

      Right there with ya! Ours is only good for oil changes. Anything else? Forget it!

      March 8, 2015 at 4:07 pm
  • Reply abedabun dawn

    It sounds like it could be your defrost thermostat . Mine was acting the same way, I got on google and researched my model (I was not going to pay a repair man if I didnt have to). I dont remember, but I think it cost me around 25 dollars to fix. It was surprisingly easy to fix. All it consisted of was unscrewing the panel on the inside of the freezer part, removing the defrost thermostat and replaced with the new thermostat. also, if yours has a drain hole, make sure it is not clogged.

    March 8, 2015 at 1:08 pm
    • Reply Yasmin Hall

      This just happened to us 3 days ago. The fridge is not even 1 year old. My hubby melted the ice with a blow dryer Now it’s working fine. They do not make fridges to last anymore!

      March 8, 2015 at 2:02 pm
  • Reply Denise E.

    We NEVER buy warranties on products. In our experience, it is just not worth the extra $. I have a family member who used to work for a major electronics chain and even he told me not to waste money buying an extended warranty because it’s just not worth it. It’s only benefit is to the store offering it. Sorry you had to go through this…

    March 8, 2015 at 12:35 pm
  • Reply RANDY FULGHAM

    this is CRAZY==i have never seen such a thing to happen….i am glad i dont deal with sears right now.good luck in the future with this….

    March 8, 2015 at 12:04 pm
  • Reply Yelena Onofrey

    Costco never dissapoints

    March 8, 2015 at 11:35 am
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