Question

Who can I contact at Sears who would have the authority to handle approving a replacement for my lemon of a fridge I bought 6 years ago and have had problems since day one. Most recently my LG fridge has been broken since OCTOBER 2013, this is now DECEMBER 30, 2013. After 6 service appointments, which I have had to take unpaid leave from work to sit at home and wait for each visit, the fridge is still not fixed. I was told by a resolution specialist 3 days ago that a request for replacement was being submitted and due to the very long history of problems it would most likely be approved. I was just notified that I do not qualify for a replacement fridge. No further explanation and still dealing with a broken fridge. This fridge has been broken so many times I cant keep track. I’ve estimated well over $5000 in service visits, rental cost of another fridge, replacement for food, etc since we bought it. I feel like 6 years is long enough to be patient with this terrible customer service and junky appliance!

Answers

4 answers

  1. AMKane,

    Thank you for the feedback regarding your LG refrigerator. My name is Jack and I am with the Sears Cares Escalations Team. Please accept our apology for the problems that you have had with the refrigerator. Of all the appliances that you have in your home, I understand that the refrigerator is probably the one that you can least do without for any extended period of time, and after reading your post, I can tell that this has been a very aggravating situation for you, to say the least. We would like to have a case manager contact you to get some more information about the refrigerator and the service history to date. Our case manager would then be able to determine the best course of action to resolve your concerns as quickly as possible. If you would like to speak to us about this, please email the following information – your contact phone number, screen name (AMKane), and phone number used at the time of purchase to smadvisor@searshc.com. Again we’re sorry for any trouble this may have caused and we look forward to speaking to you soon.
    Thank you

    Jack C.
    MySears Community Moderator

    1. In response to SHC-Jack

      I am sending the information now. Thank you for your response
      Angie Kane

  2. Hi there, AMKane! Welcome to MySears! We can get you in touch with SearsCares, the customer service escalation team. They will be happy to follow up with you on your fridge replacement. A team member will visit in a bit looking to help. Once they respond, I'll let you know via email.

    Keep us posted!

    Thanks!

    1. In response to SHC-JulieK

      Thank you for your response. I will hope to expect an email very soon regarding this. I have also reached out to the corporate office with this matter. I am hopeful that I will receive a new working refrigerator very soon. Thank you.
      Angie Kane

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