Kenmore Customer Service

User Reviews, Ratings and Comments

Kenmore customer service is ranked #385 out of the 630 companies that have a CustomerServiceScoreboard.com rating with an overall score of 31.96 out of a possible 200 based upon 72 ratings. This score rates Kenmore customer service and customer support as Disappointing.

NEGATIVE Comments

68 Negative Comments out of 72 Total Comments is 94.44%.

POSITIVE Comments

4 Positive Comments out of 72 Total Comments is 5.56%.

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Viewing Kenmore customer service complaints
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I have owned Kenmore washers and dryers for the past 30 years. There was none better....WHAT THE HECK HAPPENED? In the past 6 mos I bought a top-loading high efficiency low-water washer. At first I thought it was me, but I read and re-read all the directions, following every detail and the bottom line is that this washer does not clean the clothes. A washing machine that does not clean clothes - I'm dumbfounded. I hate the thing, spent a chunk of money and now have to figure out a way to get rid of it and get a washing machine that does what it's meant to do....CLEAN clothes.When I replace it, I'm not going to risk buying another Kenmore.

NWTranquility 5/1/13 3:29PM
8 years ago I purchased a top of the line kenmore model 790.9661. afer a week of use the door to the oven failed to close tightly. A Sear service rep looked at the door and said that this was normal. within a month the escaping heat had discolored the front panel and trim.The oven door gasket was replaced and again I was told nothing was wrong with the door sealing and that was the way it was suppose to operate.Within 2 year I had to have the oven control panel replaced by a local service tech. After I told him of the door sealing problem he said that that was a design defect and he installed new hinges that were developed specifically for the defective door closure. That solved the problem but I've had to live with the tarnished door for the last 5 years. Now the 2 front burners heat will not regulate and I think it's time to dump this nightmare. I understand that problems in new designs can develop but Sears handling of it by not admitting there was a problem and not contacting owners to rectify it is quite disappointing. I like to support any store that competes with Walmart but I will probably not look to Sears to make my next purchase. It's no wonder Sears is in trouble. they don't seem to care about the customer after the sale.

another lost customer 4/28/13 7:50PM
I bought a coin operated 27182 front loading washer 2 years ago and I have had nothing but trouble with it. The machine stops in the middle of the wash frequently as well as numerous times it will not start. I called Sears and got no help. Not only has this caused an inconvenience for me but also for my tenants which jeopardizes the occupancy of my rented apartment as they are displeased at not receiving continued laundry availability which they were promised when signing the lease. I will never buy a Kenmore product again at this point.

unhappy customer 4/9/13 1:30PM
Don't even think about buying a Kenmore appliance. We had a Kenmore range and refrigerator for 23 years. There was nothing wrong with them,we just wanted white appliances. Now we are stuck with junk. The refrigerator door does not shut securely, it dents just looking at it and we have replaced the fan in the oven once and the second one need replacing.
Has anyone gotten any satisfaction from Sears or Kenmore? I need help!

Carol 4/8/13 5:14PM
My husband and I have purchased all of our home appliances in kenmore brand. Absolutely love them all, they are wonderful, thank you for great products. We have the front loading washer and dryer, the biggest refrigerator, biggest microwave you make, the stove and dishwasher, even a charcoal grill lol LOVE them all, but we cant seem to find a good deal or any discounts to purchase the pedalstals for my washer and dryer, I really want them but cant afford 250.00 each for them. I was wondering if you could recommend a cheaper site or place to get a coupon or discount. We are loyal customers and just purchased our appliances in last few months when we bought house and had a new baby. So now we are on a budget, but I would really like to have a those pedalstals to make my washer and dryer taller and wouldnt have to bend over so far. Thank you so much, we are a truly satisfied customers. Rick and Penny Sloan Ardmore, Oklahoma :))

Anonymous 4/7/13 4:03PM
Kenmore's contracted service provider came 8 days ago and said he needed to order parts. The "next available" date was today. I had a 5-hour window, 12 to 5. No show at 5, was told he was running "an hour" late. No show at 7. I called and was told they had to reschedule and the "next available" date was one week later. I said that it was unacceptable and asked to speak with a supervisor. I guess that was the wrong answer because I was put on hold. I gave up after 10 minutes of horrible hold music and called back and accepted another week's delay. You can't fight City Hall but you can buy a different make of appliance.

Beyond the Beltway 4/4/13 4:40PM
I have a service call out today to fix our Kenmore Ultra Wash Quiet Guard Deluxe 665.13249K900. Exactly 3 years and it has stopped working. Mid cycle, all power goes off and water remained in the bottom. Went through all of the trouble shooting checks in the manual. Nothing changed the status. A call to Sears left us with an "Aw shucks, sucks to be you" type of response. Sears could care less that this piece of crap they sold us does not work. Your manual offers a "one year limited warranty". You are not even sure that your own product will last a year? American made or not, have you no pride in the products you dump on a trusting public. Where is the responsibility for or embarrassment in that your product can not hold together for a family of 4 for three years? Shoddy workmanship, poor quality parts, or incompetence on those that put this machine together? When the service guys gets here, he can charge me up to $230 to fix it or give us a $500 voucher to get a new one, of course I still have to fork over $75 for the service call. I am confident I will have to pay the $230 which is high enough where you/Sears can make a profit and low enough where it is cheaper for me to pay this than purchase a new dishwasher. More than likely I will never hear back from you or if I do it will be a "Caveat emptor" formatted response that was designed with more craftsmanship than the machine we purchased. As with all large business weather I purchase a Kenmore product in the future or not, your bottom line will be just fine. Like so much that has changed in the world, your products are one more thing that the consumer hands over hard earned cash and then hopes that they did not get a machine that was thrown together without a care for the future owners.

PhilD 4/3/13 9:10AM
I PURSASED A KENMORE FRIDGE A YEAR AGO AND HAVE BEEN IN A BATTLE WITH SEARS SINCE. A month after receiving my $2000.00 Kenmore falsely advertized stainless steel fridge I noticed some tiny rust holes. I called the sears store and made a complaint. I was told it was cosmetic. I was very upset and insisted that something be done.I was told to call their serviceman and make arrangements with him to come to see the damaged fridge. I called the service man and was told I should not have called him because my problem is cosmetic. I then called sears again telling them what happened. I got the run around again. I called sears 800 number and once again repeated my complaint about my fridge. The agent took my info and said she would look into it and get back to me. I waited and waited and never got called back. I then called sears 800 number again and explained and asked why I never received answer, well guess what...THE AGENT SAID SHE HAD NO IDEA WHAT I WAS TALKING ABOUT????WHAT THE ?????? I AM SURE THAT SEARS IS GIVING ME THE RUN AROUND TO PURPOSELY HAVE MY GUARANTEE RUN OUT....I WAS TOLD TO SEND PHOTOS of the rust stains and they would contact me. WELL GUESS what no news once again. I called the sears 800 number and was told the problem was COSMETIC......AND IMAGINE THIS THE AGENT SAID TO GET A STAINLESS STEAL CLEANER...I AM LIVID.. I HAVE ALWAYS washed this fridge with a stainless steal cleaner and I have googled rust stains on kenmore refridgerator doors and have found countless complaints of the same nature and have seen pictures taken (from unsatisfied customers) that also have tiny rust holes on the refridgerator doors. WELL WELL SEARS your full of BS. You advertise stainless steal fridges and that is false and where is your CUSTOMER SATISFACTION GUARANTEE...YOU ARE CORRUPT TO THE CORE AND TAKE HARD WORKING PEOPLE'S MONEY. You have become a horrible company. I am going to pursue this further and will write my experience on every site I find. I am discusted and do not make yourself look good on this site by apologizing and telling me to call you to further discuss my problomatic fridge if your not going to do something about this......

Discusted 4/1/13 5:36PM
I was just told that Kenmore will not replace a small appliance the way they do a larger one because they smaller appliances (coffee pot) that they sell are not of the same quality as the larger ones. I told them if they know it isn't a quality product they should replace it...or they shouldn't have put their name on it in the first place. I also explained that I recently replaced my grandmother's old burgundy kenmore stove with a new kenmore stove. As the fridge, washer, and dryer are older than I am, I was planning to replace them as well. If Kenmore will not stand behind a $40.00 product, I am certainly NOT going to spend thousands on larger appliances with this company. Goodbye Kenmore.

goodbye kenmore 3/6/13 3:25PM
I hope I'm not waisting my time writing this but being a long time customer of Sears; am totally disappointed with their product. My kenmore refrigerator was purchased July 2009. A 4 year old rerigerator shouldn't be causing problems. As soon as the warrenty expired I had service done 3 different times. The last one was 6 months ago. I paid $89.00 for the service call and was told the panel board was bad. I Paid $121.00 for that item which came UPS. The panel board is in my garage because it wasn't bad. Now I tried to buy a simple tray where the dispenser is that the plastic will not come clean. I couldn't buy this 4x6 tray. I had to buy the whole dispenser panel at $150.00, which I declined. I will never buy a Sears product again. I'm still in shock. No wonder they're on the top 5 list to go bankrupt.

Kenmore review 2/13/13 2:52PM
I purchased a front load Kenmore washer & Dryer in Nov 2009.
Last Oct the Dryer heating element burned out.Cost me over $200 for a 1 year service warranty.I asked about a warrany for the washer and was told there was none available for the washer. Now the washer won't drain or spin,I called Sears and was first told $238 for a 1 yr service warranty for all parts labor and service,I was going to go for that when the rep interrupted me and offered a warranty on my dishwasher for $100.I agreed,after that was set up she transferred me to parts to get the 1 yr service warranty on the washer.When I started to give my information for 3 rd time I was told that being the washer was a front loader the warranty price is higher $338!!!! I cancelled the warranty on the dishwasher and was asked if I wanted to transfer warranty from another Kenmore product.What was he talking about? I was so angry I hung up. I am angry as this washer/dryer was expensive and the repairs should not be this high,and the product should last longer than a couple few years! My old Whirlpool I gave to my son when I bought this pair,is still working! Sears Kenmore used to be a great product.Please give me a better offer!

Betty Boop 2/9/13 6:43PM

Official company reply

Betty Boop, please accept our apologies for the troubling experience surrounding your washer. We certainly understand the concern that you are expressing with the situation and we like to help. . Please send the following information � contact #, screen name (Betty Boop) and the phone # used at time of purchase to smadvisor@searshc.com.
Thank you,

Dianne D.
Social Media Moderator
Sears Social Media Support

Sears Cares 2/12/13 1:30PM
Purchased a Kenmore dryer in Feb 2012. Dryer stopped working in Jan. 2013. Spoke with a rep who said the dryer is under warranty until 02/15/2013. Called repair department, got an appointment. Technician came out without calling number specified. Had to wait another 2 days to get technician back out. Technician claimed the vents were blocked. Had someone to clean them. Cut dry on using "Air only", dryer became very hot. Unplugged called technician back rescheduled another appointment. I am so frustrated, by the time the probably does or does not get fixed the warranty will have expired. I will never purchase a Kenmore product again.

Anonymous 2/8/13 12:41PM

Official company reply

Anonymous dryer, we are so very sorry to hear about the trouble you have with your washer and our service. We know that a washer is a necessity and anytime spent without it can be extremely aggravating so we can only imagine the frustration this has been. We would like to offer our assistance to help. Please send the following information � contact #, screen name (andela) and the phone # used at time of purchase to smadvisor@searshc.com.
Thank you,

Dianne D.
Social Media Moderator
Sears Social Media Support

Sears Cares 2/12/13 1:16PM
We bought the model 587 Energy efficient dish washer machine in 2005 for around 600.00, we have damnn near replaced the entire thing, the main parts keep breaking, a few months ago we dumped another 200.00 into it, thought that would be the end, but no, the door broke recently. the spring gave out and the door came slamming down and hurt my dog, its heavy, they better fix this free or else. I am pretty fed up and doubt I will ever buy Kenmore again. What happened? ANother American icon sold to China.

angela 2/5/13 7:05PM

Official company reply

Angela, I'm sorry for any inconvenience and frustration you�ve encountered with your dishwasher. My name is Dianne and I�m with the Sears Cares Social Media Support team. It is our goal at Sears to provide our customers with the highest quality of products and customer service. I am sorry that we disappointed you. Since apologies don�t resolve problems we would like to offer our assistance to help. Please send the following information � contact #, screen name (andela) and the phone # used at time of purchase to smadvisor@searshc.com.
Thank you,

Dianne D.
Social Media Moderator
Sears Social Media Support

Sears Cares 2/12/13 12:49PM
After 10 years of waiting, we were finally able to remodel our kitchen spring 2011 to our satisfaction. We have been told for years by family & friends to buy Kenmore because they last the longest and service is unbeatable. We cut cost were we could so we could afford the best appliances. We purchased a Kenmore dishwasher and over range microwave. Last week my daughter came home and found water pouring from under the dishwasher that was not turned on. When my husband pulled the dishwasher out he found the plastic part that stops the water from entering the dishwasher cracked. Of course I called Kenmore customer service and was politely informed that the warranty was up 5 months prior and that it would cost $75 for someone to look at it before he even tries to fix it. My husband ordered the part from a local parts store and repaired it himself. I would like to know if Kenmore is going to reimburse us for the faulty 1.5 year old part and who's going to pay to replace the floor that buckled and the ceiling in the lower level that were ruined by the water that ran through. I have let my family & friends know that Kenmore and Sears are not reliable.
Also, for the woman with the 30 yr old appliances...they were made by Kenmore, not the cheap company that makes them now.

cla 2/2/13 9:30AM

Official company reply

cla, I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with your dishwasher. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products 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 Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. Please send the following information � contact #, screen name (cla) and the phone # used at time of purchase to smadvisor@searshc.com.

Thank you,
Dianne D.
Social Media Moderator
Social Media Support Team

Sears Cares 2/12/13 12:29PM
My wife and I had our house built in 2010 and we moved in towards the end of July 2010. When we moved in, there were brand new Kenmore appliances already in the house.

January 21, 2013 our Kenmore refrigerator stopped cooling, and there was a clicking noise coming from behind the fridge. I called Kenmore to schedule a service, and after a week I never heard anything from anyone. I called a local private technician who came out to look at it, and he said that it was the compressor that went out. I then contacted Kenmore customer service, and they asked me how long I have had the fridge, and I told them 2 yrs and 5 months. I was then told that I no longer have warranty on the fridge, and that it is only good for one year. I then explained to the service rep, that I was informed by our local service tech that it was the compressor that went out. I asked the service rep if my compressor was still under warranty, at which time she told me yes, that it is warrantied for three years. As the conversation continued the service rep changed her answer and told me that the compressor wasn't covered under warranty, and then she later stated that she was not sure if it was covered. I was then transferred to the service department, where I asked them if my compressor was still under warranty, and I was told that yes it was, and that it was warrantied for three years. I then asked them if I could order the compressor myself and have one of our local appliance service technicians fix it, (my reason behind this, is because we live in a remote area of Texas, and Sears technicians only come out every so often). I was informed that we could do that, but the part would have to be ordered by my local technician, the service department even took down his name and business information, and instructed us to have him call (1-800-225-2864) and order the compressor and they would ship it to him. I even asked if he would be charged to order it, and I was informed that there would be no charge since it was still under warranty.

On 01/30/13, my local technician then contacted the number provided to us, and he was told that they (Kenmore) needed to know the exact date that we purchased the refrigerator. The technician was also told that he needed to pay for the compressor, and then charge us for the fee. The thing is, we did not purchase the refrigerator, the refrigerator was already provided by the builder, and we were the first ones in the home. We have had the fridge a total of 2 years and 5 months.

I have called customer service numerous times to try and get this issue resolved, and no one seems to be able to help me. My local technician has even advised me to never go with Kenmore brands again, because of poor service and poor quality.

Who can I contact so that I may order a compressor for my refrigerator? The model # is 01, and the serial number is HR01398139. The manufacture date on the refrigerator says 03/2010, and we moved into our home in 07/2010.

bmramire 1/31/13 3:19PM

Official company reply

Dear bmramire:

Please accept our apologies for the difficulties you are having receiving service on your refrigerator, specifically the replacement of the compressor. We understand how frustrating and concerning this issue is to you and your wife since your refrigerator isn't working. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle issues from start to finish with one dedicated case manager. We would like to look into this situation further and offer the assistance of a dedicated case manager who can help resolve your refrigerator compressor issue. We value your business very much and want to make sure that everything that can be done to help you is being done.

At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In the case of your builder purchasing all of your appliances, please include his phone number as well. Also, in your email, please provide your screen name (bmramire) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support

Sears Cares 2/1/13 2:27PM
Model Numbers #790902202012 (Kenmore Range)
We used the cleaning mode on our Kenmore Range and 1 week later our oven wouldn'e preheat past 350 degrees. My husband cleaned the stove again and everthing seemed to be working fine until we went to turn our oven off after making a pizza and sparks/smoke/ash shot out of the control panel. There is an extensive amount of damage done to the control panel. I have had no luck with costumer service.

NoMoreKenmore 1/29/13 7:47PM
The edge of the lint filter on my Kenmore Elite front loading dryer is notorious for snagging any garment or towel or sheet as it spins, tearing and ruining the cloth. I have tried the repair route, but I'm told that there's no fix for the design. The maching was expensive; so is owning it. Won't make the mistake of buying Kenmore again.

Deply Disappointed 1/24/13 8:38AM
Dear Kenmore

I wanted to drop you a line and tell you About my washer and dryer I have had this set for 30 years maybe more . They are still running All thought I must say they have slowed down quite a bit . I will be looking to buy a second set but

they will be second hand this time I can`t not a ford a new set . Here the numbers on them maybe you can tell me how old they are. as best as I could see them. I wanted to let you not how happy I am . with Kenmore Thank You Joan Bodessa

dessbo 1/15/13 10:22AM
I am having a very difficult time contacting some who knows about faulty Kenmore front loading washers. So far both customer reps I talked to were less than helpful bordering on rude.

Unsatisfied 1/14/13 2:23PM
Will Be Really Surprized If I Get Any Responce From Corperate... Contacted Sears About My Washer Safty Switch. This Washer Was On Recall, Was Totally Re-done With All New Parts, 3-7-11. The Switch Cover Fell Into The Tub Within 2 Weeks. Wrote Sears, No Reply At All. Have Had To Just Keep Moving The Metal Parts Inside The Casing, Then It Runs For A While.now It Has Just Quit. I Called Sears, They Were So Rude, Would Just Say Pay 75.00 For Someone To Come Out. Tried To Explain I'm Disabled, Recieve 816.40 Per Month. Then Got Hung Up On. This Is The Absolute Worst Customer Service Ever. Will Nerver Buy Kenmore Again.

BOBBIE6 1/12/13 5:39PM
My KENMORE electric stove, model 790 9661 2401, litterally blew up yesterday, Jan. 11, '13. It is only eight years old. I turned the oven on and within a minute sparks, fire and smoke poured out of the control panel. Flames were coming out of the top of the stove and my husband quicly grabbed the oven handle and pulled the stove away from the wall. If he hadn't been home, our house would have burned. Anyone owning a similar model Kenmore should be aware of this potential problem.

Richard Bussmann 1/12/13 12:45PM
We bought a Kenmore Elite Refrigerator Model Number 795.72059.112 on September 13, 2012. Last evening, January 11, 2013, we came home to a message er 1f. The error is not listed in their manual. Got on line and chatted with Preston Cummings, Sears repair service. Told us to unplug and plug back in 60 seconds. Meanwhile, he checks for a service call. Can't be here until February 1, 2013 - three weeks. This is Sears warranty?????? The error message left after the 60 seconds; however, is back on this morning! Now I know why Sears is closing stores!!!!!!! Am going to Youtube to try and prevent others from buying this junk. This refrigerator was listed for over $3000. Mary

Mary 1/12/13 6:51AM
The Kenmore Side by Side Refrigerator that we purchased in 2011 to replace the unit we had for 15 years is a piece of junk. The shelves are supported with flimsy / brittle plastic that disintegrates after 18 months of use. The cost to replace the top shelf is $150 plus $15 shipping. In addition to shelves, there are several plastic grommets used to support the temperature controlled crisper which have also fractured and disintegrated. It's terrible when you have to pay $165 for a part that isn't designed to last longer than a year and a half. Sears customer service is TERRIBLE, and they can only tell me "things aren't made like they used to be" and hang up the phone when I'm transferred.

TakenBySears 12/31/12 10:25AM
I order online refrigerator. They said the will deliver it after 20 days. I canceled my order next day calling their 1-800 # Sales Rep. said they canceled my order but my credit card was charged. I called again next day and sales rep. said your order was not canceled. She canceled it and said will send me cancellation e-mail. I checked with my credit card and still has charged. I can't belive what they telling on phone and what they doing. Their customer service is totally unacceptable. I had wait every time I call about 15 -20 minutes. I never shop again with Kenmoore or Sears.

Online Shoper 12/7/12 10:54AM
on the phone with customer parts after waiting for approx. 15min. I ordered the part to be delivered to my home and to install myself arefrig/freezer ice maker door bucket for ice maker. 2 times I had to go through this and both times the part that was delivered to me was the wrong size. Now I had to go through another question and answer period after waiting approx the same amt of time only to have to amke an appt for a tech to come to my home. The assembly part on line shows the same number I have been receiving so I am not happy that we could not get this resolved and now have to wait for a tech to come to my home.

rrp331@verizon.net 11/29/12 4:34PM

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i bought a kenmore fridge 4 years ago its great..... went to sears kingston the most helpful store ive ever been to!!!!!

Anonymous 1/6/13 1:12PM
My wife has purchased kenmore elite kitchen and laundry within the last 18 months. We are very satisfied with our appliances. 15 years ago we bought a glass top stove, had 3 service calls within 6 mo. Sears replaced for customer satisfaction. Robert/ Linda Standard

bobstd 4/8/12 4:08PM
1. Kenmore Fridge fill kitchen with smoke and stopped working. Called Sears Customer Service and was told that the soonest they could respond was two weeks, period. Called East Coast Appliances (ECA)in Virginia Beach VA and asked how soon a repair person could come and look at my fridge. Operator for ECA asked me what was going on. I told her. She recommended I call KENMORE customer service and gave me the 800 number . I called it. They were VERY sorry that I had a problem with one of there products. As it was 5 PM by this time they said that they would have a repair person there first thing in the morning. 8AM the next morning a service person arrived, repaired the problem to my satisfaction and gave us a $250.00 check to cover food spoilage and whatever. Ther were several follow ups (both letters and phone calls). Fridge is still working months later. My rating for Kenmore is better than excellent. Sorry I don't have the Kenmore customer service number handy or I'd post it.

Beginner 12/28/11 10:15PM
My Kenmore dishwaser is an excellent product. Customer service, installation was first rate and second to none. I would buy another of their products.

Anonymous 3/18/11 7:56AM

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