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Sears Canada Customer Service Appliance Parts

Updated on March 7, 2015

In this economy one would think that companies such as Sears Canada would offer fairly good to excellent customer service. I've always put my trust in Sears when it comes to household appliances because :

  • When appliances break down parts are readily available
  • Sears has always stood behind the products that they sell
  • The customer service that I received in the past has always been excellent
  • In most instances, anything I need from Sears is obtainable within a week of ordering it

I wanted help so I called customer service.
I wanted help so I called customer service. | Source

Here's My Story

We bought a Kenmore Stainless Ultra Wash dishwasher from Sears Canada eight or nine years ago. The dishwasher has not been working all that well, and so I had my husband have a look at it. He discovered that the heater element was broken and needed to be replaced.This is when the first of several phone calls to Sears started.

Upon calling Sears appliance parts we were told that the heater element we needed was no longer available. Our next question was "Is there anywhere else we can obtain this part?" The woman told us to go to Kenmore and see if they had it. "Would you happen to have Kenmore's phone number?"

"Go and Google it." was her reply.

I found this reply to be lazy on the part of the customer service representative. When I worked in Customer Service years ago, I would have been raked over the coals if I'd replied with an answer such as this.I would have looked up the phone number for the customer myself and given it to them. Why is it that most people today just assume everyone has a computer? Sears Canada sells Kenmore appliances, so would you not think that they would have Kenmore's phone number handy.

Because I was appalled at the Google it answer received I then decided to call the main phone number for Sears Canada Customer Service. I asked for the same part and was told that the cost of the part would be $152.99. I found this a little strange and asked if they had it in stock. I was then told that if it were in stock it would be this amount, but Sears no longer carries the part. I then asked her if she knew of anywhere that I could obtain the part and her reply was at Kenmore.

A quick email was then sent to Sears Customer Service telling them about how I felt regarding their customer service. I rec'd a reply stating that they would contact me within 3 business days. This was on the 14th ... ten days ago. Have I rec'd a reply back? No.

Whirlpool not Kenmore

Whirlpool makes the heater element for my particular Kenmore dishwasher. This would have saved a bit of time and frustration on my part if the original customer service representative had of told me this.

Still Trying To Find This Part

Yesterday I decided to do some research on this needed heater element dishwasher part. I found another parts phone number for Sears, and when I called it I actually got a helpful person. He told me that Sears does not carry this part but he gave me the part number and told me that the part is actually made by Whirlpool. He then gave me Whirlpools phone number. Part was in stock and would cost $196.00. I realized that I was speaking to someone in the U.S.A. and asked if there was a place in Canada that I could call. The man then transferred me to Whirlpool Canada.

Frustration continues

Whirlpool Canada does not have the part in stock. It has been discontinued and is no longer available anywhere. I told them that I could obtain the part in the U.S.A. and thought that it was strange that Whirlpool Canada could not get this part for me.

What Is Your Opinion

Do you find that customer service is lacking now a days compared to ten years ago?

See results

Sears Vision, Mission Values

This is what Sears Canada has on their Website:

  • Build Customer Relationships (Interesting)
  • Make More Money
  • Improve Every Day (Not sure if I agree)
  • Focus on the customer (This one is debatable)

I am not the only person frustrated with Sears Canada

I've done a bit of research online about Sears Canada, and it seems that I am not the only person that is frustrated with their customer service. There are pages and pages of complaints on Google alone. It's a shame that a large company such as this has deteriorated.

I understand that appliances are no longer made to last more than ten years now a days, which is pretty sad when you think of how many appliances one will go through in a lifetime. We try to get the most out of everything we buy. If it breaks down we do our darnedest to fix it. I've not given up hope on finding this part as we originally paid $900.00 for this dishwasher and I'd really like to get a few more years out of it.

An Unhappy Sears Canada Customer


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    • Just Ask Susan profile imageAUTHOR

      Susan Zutautas 

      8 years ago from Ontario, Canada

      Sharon, Yes the entire ordeal was very frustrating. Now that I have the part I'm waiting for my husband to have time to install it :)

    • Sharyn's Slant profile image

      Sharon Smith 

      8 years ago from Northeast Ohio USA

      I cannot believe that someone told you to Google it!!! OMG, that is SO wrong. Glad to hear you are getting (or already got) the part for much cheaper too. But the frustration involved, so aggravating.

    • Just Ask Susan profile imageAUTHOR

      Susan Zutautas 

      8 years ago from Ontario, Canada

      Rufus, They sure don't make things like they used to. I bought a hoover vacuum in July and a part broke on it three months later. I was thankful that the vacuum was still under warranty and they replaced the part. Thanks for all you comments.

    • Rufus rambles profile image

      Rufus rambles 

      8 years ago from Australia

      I hate the fact everything is made from plastic these days. We bought a very expensive vacuum cleaner and within 6 months a plastic part had snapped off rendering it very hard to use. Our previous vacuum cleaner had this particular part made from metal and it never failed. My latest mix-master lid also snapped off when it got stuck (and of course if the lid can't close properly the "safety" features mean the entire system will not work.) Plastic, coupled with a consumer society where things are not made to last and upgrades are available every year of so, means lots of consumer frustration, huge waste and landfill and waste of money on appliances which are never meant to last anyway. I bet the companies are laughing all the way to the bank. Great hub - lets hope it ruffles some feathers at Sears and you get some good customer service. Voted up!

    • Daffy Duck profile image

      Daffy Duck 

      8 years ago from Cornelius, Oregon

      Perhaps better training is in order for their customer service reps. :)

    • Just Ask Susan profile imageAUTHOR

      Susan Zutautas 

      8 years ago from Ontario, Canada

      Christy, Daffy and RH, The guy from corporate found the part for me and gave me the website where I could go and order it and instead of almost 200.00 it only ended up being 37.00. I should have it sometime next week. It's still a shame that it took me many phones calls, an email written to customer service and a lot of on line searching on my part to find out the part could be bought and right here in Canada.

      Thanks everyone for all of your comments.

    • RealHousewife profile image

      Kelly Umphenour 

      8 years ago from St. Louis, MO

      Oh Susan - I have missed a bunch from you! Sheesh!

      Have you gotten the part yet? When Stacy wrote about Carmax they said they were going to make things right but I wonder how many false promises are made while they wait for you to give up?

      I am glad to see people write about things when they can not get satisfaction - it keeps companies honest! Voted up and everything else.

    • Daffy Duck profile image

      Daffy Duck 

      8 years ago from Cornelius, Oregon

      This reminds me of a problem I had a few years ago with my cable. I never thought about writing about it until now. Thx for the idea.

      'Go and Google It". WOW! I would be so mad. What do you plan to do now?

    • profile image


      8 years ago

      Sorry to hear about your dishwasher Sue. Sears isn't the only company with an attitude. When our furnace broke down I called Enbridge and they told me they no longer fix furnaces (they only maintain them). When I asked if they could refer me to someone who could fix the problem she told me to go look in the yellow pages...every so helpful. I hope you end up getting the part you need!

    • Just Ask Susan profile imageAUTHOR

      Susan Zutautas 

      8 years ago from Ontario, Canada

      Dee, Cardisa, Frank and Ruby, Today I got a call from a fellow at the Corporate office and he is trying to locate the part I need. He apologized for Customer Service telling me to Google Kenmore's number. I was a bit surprised to get the phone call.

    • always exploring profile image

      Ruby Jean Richert 

      8 years ago from Southern Illinois

      Susan we have the same problem here with Sears, not me personally, but others i know. I just bought all new Maytag appliances, stove , dishwasher and microwave at Marnards, i'm told that they are rated excellent in customer service..I hope it's true. I hear a rumor that Sears is going out in Evansville, In. which is the closest one to me..I hope you get some help..Thank's for sharing..

    • Frank Atanacio profile image

      Frank Atanacio 

      8 years ago from Shelton

      You know Susan this is very insightful Hub.. and Customer service has failed over the past few decades it's a thing of the past.. like phone booths.. some times though you'll find a diamond in the rough.. sometimes.. but in this hurried society custormer service fell far behind just my little rant brought to you by your hub :) Frank

    • Cardisa profile image

      Carolee Samuda 

      8 years ago from Jamaica

      I think they are too secure in their jobs. I believe some companies here do a little better at the customer service thing because jobs are hard to find and they feel they will lose theirs any minute. But overall I find that customer service not what it used to be.

      Those people you dealt with need to be reprimanded or fired...really

    • Dee aka Nonna profile image

      Dee aka Nonna 

      8 years ago

      I am very surprised at Sears.....but not so surprised. Customer service seems to have gone astray.

    • Just Ask Susan profile imageAUTHOR

      Susan Zutautas 

      8 years ago from Ontario, Canada

      Teresa, I'll think twice about ever buying an appliance from Sears Canada again too.

      drbj, I hope many people see this before they shop at Sears. I am still shaking my head over the fact that she told me to Google it.

      donnaisabella, Thanks, me too.

    • Just Ask Susan profile imageAUTHOR

      Susan Zutautas 

      8 years ago from Ontario, Canada

      Kathleen, I will be sending a copy of this to Sears Canada, but I don't think they'll really care after seeing all the complaints on Internet.

      Anglela, Thanks for reading and for your comments.

    • donnaisabella profile image

      Isabella Mukanda 

      8 years ago from Fort Myers

      So sorry for that horrible treatment. I hope SEARS CANADA are listening!

    • drbj profile image

      drbj and sherry 

      8 years ago from south Florida

      What an indictment of Sears and Sears Canada in particular, Susan. Customer service in many stores these days has become an oxymoron. Appliances are built to become obsolete in a finite time period and woe to the customer who attempts to repair or obtain a needed part. This was very well-written and I'm sure will hit home with numerous readers.

    • Teresa Coppens profile image

      Teresa Coppens 

      8 years ago from Ontario, Canada

      I've had problems with Sear's Canada customer service on and off for years. Every appliance delivered has been dented. The last straw was a riding lawnmower which at less than a year old had a broken blade. They refused to honor the warranty. This was too much for my husband. We no longer buy appliances from Sears. Great hub Susan!

    • Angela Kane profile image

      Angela Kane 

      8 years ago from Las Vegas, Nevada

      I just got done reading your latest hub about customer service at Sears in Canada and it was very good. Customer service is definitely lacking in most companies.

    • Kathleen Cochran profile image

      Kathleen Cochran 

      8 years ago from Atlanta, Georgia

      Customer No-Service, as Clark Howard says. I hope you will send a copy of this hub to Sears Canada corporate headquarters. Someone there ought to care, especially since you just posted this hub to 200,000 hubbers!

    • Just Ask Susan profile imageAUTHOR

      Susan Zutautas 

      8 years ago from Ontario, Canada

      shea, Times sure have changed. We bought a Kenmore front loader washing machine at Sears and it lasted 4 years. When we bought it they never mentioned to us that you had to use front loader laundry soap in it. Anyway it was cheaper to buy a new washer than to have the old one fixed.

    • shea duane profile image

      shea duane 

      8 years ago from new jersey

      Good hub. I had problems with Sears also. We ordered and paid for a double oven that was delivered to our home. We paid Sears for instalation... when the installer came, he looked at the kitchen and said, 'can't do it.' Sears, however, would not refund us. After 5 calls, I got a person in Texas who did the refund. But the company had already been paid... poor service except from one young guy. times have changed!


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