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I am so angry with Kenmore and Sears' online customer service. We have a hot water heater that is broken. I ordered a part from the searspartsdirect online and paid $45 for expedited shipping so that it would arrive at my house in 2 days. It did not arrive on the day it was supposed to and when I called customer service, they were closed. So I "spoke" with customer service online and they said it would reach me "as soon as possible". The next morning, I got an email saying that my part was not only not expedited, but it was backordered and would not arrive until the following week. We have been without water for a week and now they were saying we'd have to wait another week. I called customer service, fuming, the woman who answered the phone said there was nothing she could do, but she was very sorry for the inconvenience. I said apologies don't help me get my part. She spoke to her supervisor to see what she could do and her supervisor said the same thing, it was the vendor, who had delayed the delivery and there was nothing they could do. I cannot believe a company such as Sears would be unable to help. I tried calling Kenmore directly, but they're owned by Sears and so their customer service line took me back to Sears. This situation is unacceptable. If you have a choice in purchasing appliances, DO NOT USE SEARS OR KENMORE! If there is ever a problem with a part, you're only choice is to order it from Sears and chances are, you'll run into the same situation we did.


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