Sears Appliance - Dishwashers

Sears Dishwashers Reviews

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Sears Appliance - Dishwashers Reviews

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    Page 2 Reviews 10 - 40
    Customer Service

    Reviewed Jan. 11, 2021

    SEARS APPLIANCES AND CUSTOMER SERVICE SUCKS. Do not ever buy any product that remotely involves Sears. We purchased Sears Elite kitchen appliances and paid a pretty penny for the extended warranty. Trying now to get a dishwasher repaired since last November and still not repaired, which was one of many repairs to these crap appliances. As of January 2 the warranty has run out and I have been on the phone for over four and one half hours just today trying to get resolution. Sears call centers are in other countries as well as in the US, people in these centers don’t give a rat's ** about customer service or resolution.

    NO ONE KNOWS WHAT THE HELL THEY ARE DOING. They don’t know what department they need to transfer you to and when they don’t know what to do they hang up on you and then you have to call back and start all over again. I wish there was a Sears still open because I would take the dishwasher into the middle of the showroom with a hollow of super glue and leave it there, glue down for posterity.

    Customer ServicePunctuality & Speed

    Reviewed Dec. 29, 2019

    I’m going to start by saying I have been a very loyal customer of Sears appliance for years. I will never purchase another Kenmore or other appliance from them again EVER period. I have had the worst customer service experience I have had with any company. My dishwasher which was under warranty quit working at the end of November. Sears sent a guy out December 5. He said he was going to order a door and he would have it in the following Wednesday. It is almost a month later. And I have had no response from anyone.

    I have been on the phone with Sears three or four times waiting on hold up to 2 hours as they pass me from department to department. Excuse after excuse but the main takeaway is they take no responsibility because they blame it on the third party. I have asked for a replacement until mine gets fixed. They say, "We’ll look into it and call you back" which no one does. The repairman doesn’t call back. Before Sears went bankrupt they were fantastic. Now they are lackluster and limping along. Do not buy from them even if it costs more from Best Buy or Home Depot or somewhere else, pay the extra up front. Those companies will give you Customer service. Sears is a poor excuse for an online retailer.

    Customer Service

    Reviewed Nov. 20, 2019

    My husband and I had ordered a dishwasher October 9th. We were told it would take up to three weeks for it to be delivered. Around the second week I called to track the item and they told me the dishwasher will be delivered next week. The end of the third week comes around, and I never got a delivery. I called Sears again, and they told me I would have to wait another two weeks because they can’t track the dishwasher.

    Now a total of 5 weeks has gone by and I still don’t have a dishwasher and I called sears and they still can’t track the package. I called later during the 5th week, and I find out that sears refunded my purchase without notifying me, I only found out this happened because I called sears. I asked to speak to a supervisor and was told a supervisor would call me back. No one ever called me so I called back again for 2-3 consecutive days and was told the same thing, “a supervisor will call you back within 24 hours”. It has been a total of 7 weeks that has gone by and I still don’t have a dishwasher and a supervisor has not called me back. Sears customer service is a disgrace and I am disgusted with how they manage things. I don’t know how sears thinks this is acceptable.

    Verified purchase

    Reviewed Nov. 5, 2019

    Control module lasted 13 months and now the wash motor has gone out. Luckily I purchased a 3 yr warranty. Have about a year and a half left. Crossing my fingers that nothing else happens after the warranty expires. Didn't know that it is made in Korea.

    Customer Service

    Reviewed Oct. 12, 2019

    Dishwasher leaked, came out to repair and charged over $300.00, one week later the same problem. I called again and they sent the same repairman, he said that the first was a mistake and I should buy a new dishwasher and he would give me a credit of over $200.00 which I have yet to receive now 5 months later. THEY DESERVE TO GO OUT OF BUSINESS!

    Customer Service

    Reviewed Sept. 7, 2019

    My order#**. Order date 21 Aug 2019. Scheduled Delivery 12, then 16, then 19th. After hours of phone conversation and request for specific reasons why my order is delayed and what are they doing to ensure my order isn’t further delayed? I get “there were problems”. To What problems? “They were delayed”. What are you doing to compensate? “We don’t do anything. Let me get you to the installer for your new date”. So you do nothing when you deliver a product one month after order? “No, let me get you to the installer”. Let me talk to a manager, “the manager cannot help you with this, let me pass you to the Installer.”

    One month after my Order and counting? Could you please get someone that can do something other than read a script, so I can have a real conversation and get a real answer? And don’t transfer me to a second department that puts me on further holds and cannot answer my question and has to call their installer who is an independent contractor! This property manager is done with Sears ...

    Customer ServicePunctuality & SpeedOnline & App

    Reviewed Aug. 9, 2019

    Needed a new dishwasher and have always gotten appliances from Sears. Purchased a dishwasher at a Sears store. The dishwasher was not available to see in person, but read the reviews and felt good about our choice. The installer Vito was great, but we were unhappy with the look. Apparently this dishwasher is ADA certified so it sits higher off the floor (which was not in the description on the machine on the website). We do not need it to be higher and were unhappy with the look, as well as some of the functions of the dishwasher itself. I now am sitting here on hold with my FIFTH phone call to Sears to have this returned. After 2 calls last week someone was supposed to come last Saturday, no call, no show.

    Spent over an hour the other day on hold/being transferred 6 times and eventually had to hang up with no one helping me. Yesterday I spoke to a "manager" who said I was on the schedule for pickup today. No one has called or shown up. Have now tracked down the phone number of the business that would be coming to collect the dishwasher. They stated that I was never on the schedule during the past week. They cannot schedule it, so now I sit again on hold waiting for Customer Service to schedule a pickup. I am in tears, beyond frustrated! DO NOT order from Sears!!

    Sales & Marketing

    Reviewed July 19, 2019

    False Advertisement!!!! I purchased a Kenmore dishwasher in 2017 (Model # 14573) and found out that the dishwasher delivered was a different model (# 14753). I would not have discovered this if I did not request a repair service for the dishwasher. On 7/18/2019, I spent over five hours being transferred to useless departments over useless departments; all of which failed to correct this matter. I have filed a formal complaint with the consumer relation department. MAKE SURE YOU DOUBLE CHECK YOUR ORDER AND THE ACTUAL ITEM DELIVERED!

    Customer ServiceInstallation & SetupContract & TermsPunctuality & SpeedStaff

    Reviewed April 25, 2019

    I purchased a service contract with Sears to cover our appliances. One of the appliances, a Fisher Paykel dishwasher, which was identified in the contract before we paid for it, needed service as it was not working. A tech was sent to repair it. However, he had no idea how to service this appliance and had to phone someone from their tech department to walk him through steps to figure out what was wrong. The tech on the phone diagnosed the problem to be a faulty board. The part was ordered and a subsequent date for installing the board was made. Hours were between 10 and 2. The Tech didn't show up until 5:00 p.m. which was too late. Another appointment was made for the following week between the hours of 10 and 2 and again no call, no show.

    I finally got in touch with their service department which, by the way, is located in the Philippines. They couldn't get an answer as to why the tech was so late. I finally got a telephone number to call him and again, he was running very late. Absolutely horrific experience. I called again for another appointment and the agent Moses said they don't repair those brands of dishwasher and instructed us to contact their contract department to get a refund on our contract. I am so appalled by their lack of service that it's incomprehensible.

    Installation & SetupPunctuality & Speed

    Reviewed April 5, 2019

    Worst service experience ever. This was a simple repair - replace the broken track on the upper tray of the dishwasher. First appointment - Tech did not have the right part, so ordered it. Week later, second tech came and the part was the wrong one. Told the tech to hook the dishwasher back up so we could use with bottom rack only. He forgot to connect the discharge hose under the sink and ended up flooding the kitchen. Never came back. Had to hook it up myself. Third appt - texted at noon he was on way - waited until 1:45 and had to leave to pick up kid from school. Claims he showed up at 2 and left (we got home by 2:15). I waited almost 2 hrs for him; he couldn't wait 15 minutes even after he flooded my kitchen. TWO WEEKS and the repair still not made.

    Customer ServiceStaff

    Reviewed March 21, 2019

    We ordered a dishwasher from Sears on 3/10/2019. I ordered online and was given a date of 3/20/2019 for the dishwasher to arrive, I then received an email stating there would be a delay until 3/21/2019. On that date I called my local Sears and was advised that my item did not arrive. I then called Sears and was transferred to several people and several departments and was finally told that I would not receive my dishwasher until 4/2/2019. I advised them that I wanted to just cancel the order, however I was told that the order would not be canceled until further research could be done.

    This has been a truly horrible experience, I don't know why you cannot get straight answers, I used the why not lease it program and they advised that they could not cancel the order until they received a Return Sales Checkout number. I called back and again was transferred to different people all not having knowledge of what the number was. I finally spoke with someone and they advised that the request was submitted to their research team and would receive a response within 48 hours. I advised that I needed the number for my refund and requested to speak with someone at that department and was told that they do not answer calls. I would not recommend for anyone to do business with this company. Please save your time and a royal headache and purchase your item somewhere else.

    Customer Service

    Reviewed Oct. 26, 2018

    We all know that Sears has filed/filing for bankruptcy but does that mean they stop committing or providing good customer service? ** We have ordered a dishwasher on October 6th from Sears which was before the news of bankruptcy was out, and until today that is on October 26th we haven’t received our order. The response from Sear is so bad and there is no proper communication or notifications sent to us.

    The very first time we were supposed to get our delivery on October 8th. No one showed and up upon calling the support (who by the way are equally useless and irresponsible) they rescheduled the delivery date to 15th. And again on 15th no one showed up and neither we got any call or update from Sears. Then we called the customer support and they mentioned that the washer was not sent from manufacturer and that it will be there on 25th October. Yesterday on 25th October still the same nonsense and now they are telling that it’s going to be delivered on November 4th. What an irresponsible behavior from SEARS. DISGUSTING.

    Customer ServicePunctuality & SpeedStaff

    Reviewed Oct. 12, 2018

    I ordered a new dishwasher on line, it took three days for a call to schedule an appointment which was scheduled for over a week away. One business day before the scheduled delivery, I got 2 separate automated calls telling me to call a number that turned out to not be the right number. Once I called the number I was given, I was on hold for >7 minutes where I was subjected to the same message about Facebook on repeat over and over. When they finally answered, the person couldn't pronounce "Michelle." Then I was told my order was delayed by 10 days. I said, "Fine, I want to cancel my order" and I was told I needed to call another number. To which I replied, "Can't you help me?" I waited on hold another 5 minutes, before the order was canceled. Now, two full weeks later, I still don't have a dishwasher. Overall a very unpleasant experience.

    Customer ServicePricePunctuality & SpeedStaffReliability

    Reviewed Sept. 27, 2018

    This relates to my attempt to get my leaking Samsung dishwasher fixed. First, the technician arrived late, with the entire afternoon spent on calling back and forth to hear contradictory time estimates. The main issue however was the so-called "diagnostic" itself. All he did was turn the dishwasher on and wait until it stops with an error code. And "from the sounds of it" concluded that the wash motor needed to be replaced and quoted almost 600$ for the repair. The reason why I called for repair service was the LEAK, not the motor. The error code on display shows LE (or oE at 2 occasions, which stands for "overflow") and water leaks from underneath the machine. I am very doubtful about this "diagnosis". He never took the machine out to examine the leak issue.

    I called a few local repair companies after his visit, they all said that he was clearly supposed to examine the machine more thoroughly before concluding on the most costly repair need, which may in fact be irrelevant to the problem as such. I never received his "detailed quote" for the proposed repair or a proper description of the "diagnosis". I called the customer service the next day after I received the email with the "summary" of the visit which had ZERO information in his regard. However, they told me that they could not provide me with any details since only the technician had them...

    In addition, the price he wanted to charge me for the visit was different (higher) from the amount indicated in the email confirming the service call and he had to call for another 20 minutes at least to straighten the issue and process my payment. After all, I am left with a 95$ charge and no details regarding the "diagnosis" or any detailed repair quote. Considering the questionable method of his "diagnosis", I will have to call someone else to make sure that this is indeed the type of repair that my dishwasher requires. This means paying another service call fee and losing another day waiting for them to come. I have since complained in writing to the customer service, which replies that they submitted my complaint to their "tech team" and that I would get a reply within 7 to 10 days. This was 17 days, and counting, despite multiple reminders. STAY AWAY!!!

    Customer ServiceStaff

    Reviewed Sept. 27, 2018

    So I tried to purchase a Samsung washer/dryer bundle deal for 1299$. I ended up with the first order being wrong and had the wrong email that Sears put on it. When I called to change the email I wasn't allowed to so they cancelled my order and did a new order but didn't duplicate the original and didn't give me the discounts I originally was given for warranty in the first order.

    After 7 attempts to speak to a supervisor, which I feel is worse than calling the president, they kept me on hold each time for 30-45 minutes and they proceeded to hang up each time. I finally got a hold of someone after being transferred to different departments and ended up crying from stress and cancelled my order completely. This is by far THE WORST CUSTOMER SERVICE EVER!!! And people please learn proper English. It is so hard to understand these people who answer the phone especially when they don't know what they are talking about!

    Installation & SetupContract & TermsCoveragePrice

    Reviewed Sept. 27, 2018

    I called Sears in June because my dishwasher started leaking. After two and 1/2 months of waiting around for 4 hour time frames every appointment the technicians were unable to fix the problem. It was approved for a comparable machine replacement, except they didn't want to give me the money needed to replace it. They said they would approve half of what the new machine costs. They sent me to the store to have them help me pick out a comparable machine but would not increase the money. This was a waste of my day. The plan I paid for says:

    "The Master Protection Agreements. A Sears Master Protection Agreement provides you with the Guaranteed BEST Coverage in the industry. If it breaks, we'll fix it. You're covered for manufacturer's defects, normal wear & tear and cosmetic defects and you'll receive unlimited service and no deductibles or fees. Other plans cap service. Not Sears. If we can't fix it, we'll deliver and install a new, comparable product. Guaranteed. Other plans give you a gift card for the depreciated value of your product. Not Sears. We give you a real replacement." But the price they approved didn't cover the machine that is comparable to what I have, they are not upholding there agreement I paid for.

    Customer ServicePunctuality & Speed

    Reviewed Sept. 21, 2018

    Set up an appointment to have dishwasher fixed. Service repairman from a third party arrived. Basic repair to the sensor. Technician ran machine for a brief minute and determined the machine was in good working order. We loaded the machine and nothing got clean. Called the 800 line and scheduled to have it looked at again. Well 5 long calls later. Lots of being on hold and run around we STILL have a broken machine. No return calls. No emails. And we are out our $250.00 and no working machine. BEWARE of Sears.

    Customer ServiceCoverageStaff

    Reviewed Sept. 14, 2018

    I purchased the Sears Home Warranty when my dishwasher broke and I called A&E to service. When they arrived, they explained to me how they partner with Sears Home Warranty and how they offer service appliance plans. The service person was courteous and knowledgeable, so no complaints there. The problem came after I purchased the warranty plan. They claimed to include one heating maintenance check in the plan and one cooling system plan. When I called the first representative, she claimed I did not have the coverage so I should call the membership line. When I said it wasn't my job to call the membership line to confirm this as I did have the coverage, she hung up on me.

    I called back and was connected to someone in another country where I could barely hear her. The connection was so bad. I stayed on the line for over 30 minutes as she continued to put me on hold to understand what my coverage was. She finally came back and said, "I'm sorry ma'am but your hot water heater is not covered." I said, "I was calling to schedule my heating system maintenance check, I said nothing about a hot water heater." RED FLAGS WAVING FOLKS! I am cancelling the entire warranty plan before anything actually breaks in my home. The level of frustration dealing with these customer service representatives is a nightmare.

    Customer ServiceSales & MarketingStaff

    Reviewed Sept. 10, 2018

    We bought a Kenmore Elite from Sears 2 months ago. It’s completely broken... won’t even turn on. The first service guy “said” he fixed it but when he left it still never turned on. So we waited another week for the next service guy to come out and tell us it’s completely broken... you think?!! I called and talked to 3 managers to get a new dishwasher and they all were broken records, telling me they won’t replace since it’s been more than 30 days! So they ordered the part and 2 weeks later the guy comes out to fix it but it’s STILL broken! He tells me it needs a whole new control panel and that the new part is not the right part. He now says everything will have been replaced in it after they come back... in another 2 weeks! The customer service of Sears is HORRIBLE and they run such a scam market. We will NEVER buy from Sears again and I have been telling everyone NOT to buy from Sears! Go somewhere else and get your money’s worth!

    Customer ServiceInstallation & SetupStaff

    Reviewed Aug. 30, 2018

    AND DO NOT BUY THEIR WORTHLESS WARRANTY. I bought the warranty and called to get the annual maintenance check on my dishwasher... They said the technician would call me between 1-5 before he showed up and I waited till about 4:30 since I was at work and since he hadn’t called. I called Sears warranty back and they guaranteed the tech would be there by 5... ten minutes after 5 pm still no show and no call. I call them back and the girl put me on hold to call the company and see why he never showed but that she couldn’t get a hold of them. They rescheduled the appointment and the SAME EXACT THING HAPPENED. No call and no show. I called them and asked to cancel.

    They said since they had that “work order” opened I had to call the customer service to cancel that and then wait 24 hours and call them back to have the warranty canceled. And that if I did cancel the money I paid for it would be prorated. I was so angry because for one I have barely had my dishwasher for one year and I didn’t even get this first annual maintenance check done. I can’t imagine needing an actual repair. Bottom line do not buy appliances from Sears and definitely not the warranty. Keep your money and buy somewhere else. Seriously. Their warranty is a joke. Hopefully I can get my money back once I get this canceled.

    Customer ServicePunctuality & SpeedStaff

    Reviewed Aug. 28, 2018

    Our facility called at the end of July for a dishwasher repair. The technician (who was rude) came out, assessed the dishwasher, and determined ultimately it was a "bent" metal closure that secures the door closes. He "bent" it back, charged us for labor, travel, diagnostics- 270+ for the 10 minute "repair". One week later, same issue. I called back, explained the situation and Sears sent out a new technician. The new tech was very nice, explained that the initial man did not fix the real problem - which was the need for a replaced part- and that he felt we were overcharged. He explained he needed to order the part, and that once we received it (within a week) to call and schedule for the tech to come out and install it.

    After 1.5 weeks, we called customer service and were given a tracking number. Mind you, every call is being placed on hold for 30+ minutes. We checked the tracking number, the part was sent to a different state. Additional calls, eventually Sears agrees to order a new part- and wait- 3-5 days. Refused to overnight the part, refused to provide a repair appt until the part is received. And when we receive the part, we need to call again.

    I called the customer service line and sat on hold for 1.5 hours before the line was disconnected- I called back, and spoke with "Evonne" and requested a supervisor. 19 minutes later, I'm given Alex- the "top supervisor" who stated no one above him would speak to customers. I explained we overpaid for this repair over a month ago and would like some customer service/resolve- Alex repeats his taglines of "he has procedures to follow". He refused to call me, refused to give us an appointment, refused to overnight the part, and eventually hung up on me.

    Customer ServiceContract & Terms

    Reviewed Aug. 16, 2018

    Sears Roebuck and Co. Repair Service. I have been a dedicated customers of Sears for appliances for 40 years. I have been waiting for 2 weeks to have my washer, which is under contract, to be fixed. My appointment was 2 weeks from the day I called. Now I have waited and no serviceman or telephone call. Would never buy another product from Sears.

    Customer ServiceInstallation & Setup

    Reviewed July 30, 2018

    I bought a dishwasher back in May, I did not install it right away (had a water leak that needed fix prior). When installed, it never worked. Had a technician come out and said it was the brain of the dishwasher. Waited for the new parts to come in. 2nd technician came out, noticed that they ordered the wrong part. Now still waiting on the part and another part that the technician thinks it is. Here we are in Aug, and never got to use the dishwasher once. It takes between 5 to 7 days to get the parts. Takes another week to get anyone out. Don't even try calling anyone to help higher up, they just hang up on you or never calls back. I will never buy anything ever again from Sears or Kenmore.

    Customer ServiceInstallation & Setup

    Reviewed July 25, 2018

    Sears service department - Dallas Texas - LG Refrigerator, my ice maker was leaking into the ice. My home repair service called SEARS! To start with let me tell you they have been to home 4 to 6 times. "This has been ongoing for over 3 months." First time order a part didn't fix it, second time order a part didn't fix because they order wrong part, third time installed another part, this didn't fix and had to order another part. Fourth time they installed another part. When they left my water dispenser no longer work, but ice maker working again but still leaking. Said they were going to order another part.

    After about 3 weeks, I call and was told they couldn't get the part to repair the icemaker. But they are not coming back to hook the water dispenser back up, because they supposedly can't get the part for the ice maker. Now, I find out they have been charging my Home Repair Service for every time they have been out to fix the same problem. Now I have top off on my repair budget on my refrigerator. Sears unhook my water dispenser but are not coming back to hook it back up because they can't get the part to repair the ice machine. This has been ongoing for over 3 months dealing with the Sears Service Department. Now, I'm going to have to pay someone else to come fix my water dispenser that Sears unhooked. See something wrong with this picture. My advice is call someone besides Sears. I have been a Sears customer for over 50 years, but needless to say I will be taking my business elsewhere.

    Customer ServiceContract & TermsPunctuality & SpeedStaff

    Reviewed July 13, 2018

    Please do not ever use Sears Home Services. We have a rental property and thought this warranty would be useful for home repairs and they have been a nightmare. The first hint was that it took forever to receive our contract. So now the nightmare begins - our dishwasher is leaking and we call to get it repaired. Someone comes out to fix it however it cannot be fixed so they said that I can send me a check for a credit. It’s now 6 weeks later and still no check. I’ve called maybe six times, so we didn’t receive the first check and asked for it to be reissued. Every time I call the customer service representative is extremely apologetic but tell me that the prior person didn’t issue a stop payment on my check and one will be reissued. It’s now 6 weeks later and nothing, I’ve continued to call but I continue to get the runaround. I was now told that it will be another 30 days until I receive my check.

    Installation & SetupPunctuality & Speed

    Reviewed June 21, 2018

    My dishwasher worked at first, but this is a vacation home, so it wasn't used that much, maybe once or twice a week. Then three parts went on it in succession. The first repair took almost a year to complete because the repairman was so busy. The second did not fix the problem and the third is on its third month... at least, I've lost track of time.

    Anyone wonder why Sears is having problems??? Appliances that are failing so that you'd need a new one quickly, repair men who don't know how to fix the problems because the product is so bad IMHO (great when it works!). When installing my Washer and Dryer, Sears put them the way that was easier for them, and did not put the doors of the W/D correctly, so that it makes it harder to wash and dry. I specifically asked when I purchased them. I think of Sears daily when doing my laundry, and how I will NEVER buy from them again. As I wash my dishes by hand for yet another month, I am also thinking of them!

    Customer ServiceInstallation & SetupPricePunctuality & SpeedStaffProcess

    Reviewed June 12, 2018

    I will like to complain about a dishwasher that I purchased below and it was installed at my home on May 25, 2018. The installer installed the dishwasher but not functioning in my kitchen. The drawer in my kitchen will not open because of the handle on the dishwasher. When I called the installer to come back to the house and remove the dishwasher, he stated it was my problem and not his problem. By the way, the installer was two hours late so I was a little frustrated because my daughter is ready to have a baby anytime and was not sure if I would be there for her because of the installer being late.

    Feeling hurt and not being treated like a Sears customer, I called Sears the same evening the dishwasher was delivered and informed them on what happened. First they said they would come back out to look at dishwasher (which eventually the installer did come back out) and stated that this dishwasher would not work for my kitchen which I knew this before he came back out. In the meantime, Sears called me before installer came back out and asked me if I wanted to exchange and I said yes being a Kenmore customer. So, I ordered dishwasher model #14549. Well, it is now June 9, 2018, and still no dishwasher, no phone call. So, they wanted to charge me restocking fee and I said that is fine although the installer should have never installed (why did he pull out his measuring tape - I assume he did not measure correctly) and the price difference.

    At that time, during the memorial day holiday weekend, the model #14549 was on sale for $549.99 but the customer service folks insisted that this dishwasher was $599.99. So, I again sucked it up and said that is fine just send me the dishwasher. So, I am paying $138 and some change for the exchange. So, this week I called because I had not heard from anyone and customer service tells me that the dishwasher exchange was not processed and they will have to resubmit the paperwork (Oh my goodness). And now the dishwasher is off sale and now at $699.99. Customer service wanted to charge me the $699.99 price and the restocking fee for the exchange and I said just return it. Then the person on the phone said, "But I can give you $100 off since you are a Shop Your Way customer." (Oh my goodness.) This gets good. So now I am paying $177 and some change for this exchange dishwasher.

    So, I called this morning and they stated that my exchange has not been processed and it will take another 24 to 48 hours. I have given my credit card number to two different people on separate calls - one for the $138 charge and the $177 charge. I am totally upset and this dishwasher purchase has disrupted my family tremendously. Now, I am still waiting on the call and my exchange dishwasher. This story goes on and on and on but this is most of the details. Customer service people are not communicating with the other customer service people. Customer service people are not communicating with the delivery and installation department and vice versa. My next move is to call my credit card to dispute purchase and call the television company (consumers department) to investigate Sears practices and my experience.

    Customer ServiceInstallation & SetupStaff

    Reviewed June 8, 2018

    Bought a dishwasher on 5-9-18. Installed next day. Doesn't work. Tech lets us know we need to order 3 parts. 2 of 3 parts come in 2 1/2 weeks. Third part comes on week 4. Told no one could come to install the new parts for another few weeks. It is now 6-8-18 & I have been trying to return the entire dishwasher/new parts because I do not want to wait anymore. I have been transferred over & over again with every department telling me I need to speak to the department that transferred me previously.

    I still have a brand new dishwasher that doesn't work, customer service is useless & no one will help me. They keep trying to get me to keep the dishwasher & have them install the same model. I keep saying "No, I want a full refund & the dishwasher gone." But of course management can't help because according to the 6th person (not exaggerating) I talked to today, all the phones in management are down. I cannot believe how badly Sears is run now. It used to be a great store. Not anymore.

    Verified purchase
    Customer Service

    Reviewed June 4, 2018

    It has been almost a month since my initial complaint and my dishwasher has still not been repaired. The first technician came to the house, inspected it and ordered a part which took a week to arrive and then installed it and said he had repaired the dishwasher. This entire process took two weeks. The dishwasher never worked and had the exact same problem. The next technician took another week to arrive and has ordered parts which haven't arrived even after yet another week. We have been given a tentative dates for the parts to arrive as Sears says they cannot be sure. Calls go to a call center where they repeat the same procedure again and again without offering a solution. Very frustrating experience. Would advise people to never get into the Sears protection plan!

    Verified purchase
    Customer ServiceStaff

    Reviewed May 30, 2018

    We purchased near top of line appliances after much review and study of different Mfg, make and model, in July of 2014. As an older couple, we were willing to pay more for the best, anticipating years of use. We purchased the Kenmore Elite refrigerator, Range & Dishwasher. Along with the purchase, we paid almost $ 1k for a 3 year warranty.

    After 2 1/2 years and never a service call, the dishwasher (Model 665.12773k311) needed service. Obviously the heating element was bad, was one problem, it did not get hot inside, the dishes still had detergent on them, etc. First serviceman was rude, I overlooked him, I just wanted my dishwasher fixed. He found out what it needed, ordered the parts, they were delivered to our home and that was just the beginning of the bad service we would receive. The serviceman came back, and he would not do the repairs until we signed a waiver that they would not be responsible for any damage they may cause. My husband sent them out the door and the serviceman tried to take the parts with him.

    Next service person comes in, my husband signs the waiver or they were not going to fix the dishwasher. First thing he did was jerk on the unit causing the counter top to chip as he slides the unit out from under the countertop. And, he does not fix the dishwasher. No one at Sears cared about this matter. I spoke with the Manager of the store who said he would get in touch with the Manager over repair and have him call us. He never did. A repairman came back AFTER we filed a complaint with the Attorney General's Office/after they wrote a letter to Sear's Corporate Offices.

    It is still not fixed and the unit is now leaking water onto the floor. The dishwasher may just be a bad dishwasher. But to pay $1k for a warranty that was not worth the paper it was written on; I will never purchase a big ticket item from Sears again, ever. I probably will never purchase another warranty on any item, from any company, because of my experience with Sears. Sears was a long standing reputable company, which is why I chose to buy my appliances there (and all three appliances were rated high by JD Powers).

    I am now looking to replace my four year old Kenmore dishwasher. It will not be a Kenmore, for sure. It will not be a purchase from Sears. I am uploading my receipt so that Consumer Affairs can verify my Review is legit. Yesterday, while looking at dishwashers at Lowe's, a customer overheard our story on the Kenmore Elite Dishwasher we are having to replace. The customer was in process of purchasing appliances and said that she had been looking at the Kenmore Elite in a dishwasher. I realized that people do not know your experience if you don't tell them. I am very disappointed with Kenmore Elite products now and certainly with Sears and their Warranty/Service or lack thereof.

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