Kenmore

We bought a Kenmore refrigerator model # 75032 (SN MR21ZE2018****) in February 2022 from Costco and after a few months we noticed frost building up in the freezer and the refrigerator wouldnt get very cold. 40 degrees at the coldest. We called Costco in August and they lead us to their concierge service since we werent able to return the refrigerator. 9/19/22 was the first service call and the tech said it likely wasnt working from day one from what he saw. 10/10/22 another service call was made and more parts needed to be ordered. On 11/18/22 one part was replaced and more parts were ordered. That did not fix the problem and the refrigerator got as warm as 60 degrees inside now so we have been forced to use a spare in the garage. 12/28/22 was supposed to be the FOURTH appointment to get it fixed but now we are told that might not happen because some of the parts are not available and they dont know when they will get them. After begging 12/12/22 we were sent an email stating we were eligible for a replacement refrigerator and was scheduled to arrive on 12/28/22. 12/24/22 we received a call saying the refrigerator was not in the warehouse and wouldnt be delivered. 1/11/2023 the replacement refrigerator was delivered. The new refrigerator was not cooling as it should so we called for service again which was scheduled for 1/24/23. The tech confirmed the refrigerator wasnt cooling and got a 42 degree reading. He replaced a fan but not all the parts were correctly installed so he had to come back again on 1/30/23. On 2/6/23 they came out again and guess what? IT NEEDS MORE PARTS! After contacting Sears on 2/7/23 they saidwhat we can do for you (like its our fault they sell crap) they would send us a third refrigerator but that model is on back order (thank god!) so we need to choose another Kenmore at Sears.com. Most of the Kenmores are one to two and a half stars ( no wonder they want to get rid of them!). There are no Kenmore refrigerators on Sears.com that are even close to what we originally purchased so we either wait for a third piece of crap refrigerator, take a loss because Sears wont give us a refund of the difference (or a refund PERIOD!) if we choose one less expensive, pay more for an Elite series, or continue to fix the one we have. There are plenty of other brands on Sears.com but they refuse to be customer friendly and are taking a hard stance. Never felt so helpless and disappointed! Costco refuses step up and help which is a MAJOR kick in the shorts! Calling Sears Home Services for the numerous repairs has been a joke. When we called for updates we are told we need to wait and then we are offered free services which we all know leads to more sales offers. The last thing anyone wants at a time like this! When we called to get the refrigerator replaced we were connected to the water heater warranty department twice and the mattress department once which you get nowhere without proper documentation. We bought a Kenmore knowing they used to be a dependable refrigerator, dont be fooled, that old Kenmore you have still hanging around is not anywhere near that quality! Judging from all the other reviews about this garbage and the continued customer service joke nobody at corporate cares either. Purchase at your own risk!

I have been trying to get my upright freezer fixed since September 2022, it's mid-February 2023. I keep getting the run around and no one ever calls me back. Furthermore, I feel like they are just waiting till the manufacturer warranty expires. I am completely and utterly disappointed with the Kenmore name and brand! Horrible customer service! I will NEVER buy Kenmore again! The door has a huge curve which prevents the door from sealing. So the freezer runs all the time and my food is becoming freezer burned. The ice is building up so much it is starting to go into the fan and now the freezer is making horrible sounds. So I called in September and have got the run around ever since. Every time a technician comes out, you have to take the whole day off, because they will not work around your schedule. Half the time they never even showed up after I had taken the day off (which I do not get paid for). So they come look at the freezer and determine it's the door. Ah, duh I could and did tell ya that. So first they sent the wrong door which took months to get, then I had to provide proof it was the wrong door even though their technician tells them it's the wrong door. So I wait and wait and wait some more. I call back, and they tell me it's closed, so that was a mess to get through their head that it was not fixed. Weeks later a get a call from the technician, he tells me it can't be fixed and everyone at Kenmore keeps giving me the run around saying it can be fixed! So I ask to talk to a manager, which was a hassle and a half! Now they are trying to d do a return even though I just want it fixed. Hello, I have half of a beef in that freezer, what am I supposed to do with that meat. Call where they say the return will go through, and they laugh and say "yeah you can't return that now" Now they have escalated it to headquarters supposedly and that's been three weeks of waiting. Warning all that buy Kenmore, double check everything. Still waiting it's ridiculous! User's recommendation: Just don't