• Report:  #1499046

Complaint Review: Sears - AZ

Reported By:
Kathryn - Mesa, AZ, United States

AZ, United States
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On 11/8/19 I purchased a brand new Sears Kenmore top mounting refrigerator with a one year warranty on all parts and service.   In August 2020, the bottom part of refrigerator stopped keeping food cold.  Temperature gauge registers at only 50 degrees, while 40 degrees is required to keep food from spoiling.  The bottom of my refrigerator was practically empty with only condiments in it.

I have had food spoilage in the amount of $50 so far.  On 8/15/20 I called customer service to generate a repair ticket.  They told me to put the freezer indicator on "coldest" and the bottom refrigerator compartment to "5."  They said to wait 24 hours for it to adjust.  I did both of those and the bottom refrigerator compartment only decreased to 47 degrees.  So I waited another 24 hours.  Nothing changed.

I called Sears again on 8/17/20.  After waiting 25 minutes on hold, I finally got an agent.  He said that "emergency service appointment would be more than two weeks from now."  I explained to him that I could not go without food for two weeks as I currently had no food in bottom compartment.  Freezer was working okay. 

The agent transferred me to "emergency services" department and I was on hold for over one hour and 20 minutes.  No one ever answered the transferred call.  I used up most of my monthly cell phone minutes before deciding to bail on the call.  It was obvious that they never pick up the phone for emergency calls.  

So now I am stuck with spoiled food and no warranty.  I am elderly and in pandemic isolation due to underlying medical conditions.  I cannot go out to eat or afford to have food delivered to my home.  I feel that Sears/Kenmore should pay to have the refrigerator repaired at their expense and food spoilage that has already occurred or any food spoilage between now and when they can come to repair it.

So, in essense, I have no warranty on my refrigerator.  Putting people on hold to deter them from making appointments is a clever ploy they use to weasel their way out of necessary repairs.  It's no wonder that Sears is on the brink of going out of business.  I will never purchase anything from Sears again.


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