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Sears home services responded quickly and the Technician found the Kenmore washer, no spin problem quickly. The problem was that the labor cost for the repair was charged as if it was going to be a long repair $270. To replace an entire washer basket. He only replaced a $35 hub component in less than 30 minutes. I asked to see what it would have costed to replace the entire basket and it was the same. The tech could not adjust the labor charge. I sent an email to ask for a credit to charge me the correct cost. I went with a reputable company to avoid something like this. Hopefully a service person can help with this. Service order **. Completed today for Joseph **. El Paso, TX
I bought the Kenmore canister from searsparts.com. I have to buy the year started breaking the floor part. Then the hose power cord. I ordered it twice online. Both times they sent me the wrong part the attendant that answers the telephone knows no more about a Kenmore vacuum than the man on the moon I mean they can barely even speak. Good English.
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I set up an agreement for Sears to come and take care of my washer. The guy that came out seemed to not want to be bothered. He ordered parts and when I tried to set up a follow-up for someone to come and install the part that I paid for, it took me a whole day to get through to anyone to confirm that the appointment was for today. I waited until 5 o'clock for someone to show up. No one showed up. I called again to try to reschedule the appointment still no answer. I was sent to several transfers only to be told to go to the link and set up the reschedule. There isn't a link to do so.
Since april 12th, (today is June 13th) I have been having trouble with my washer being replaced. The tech ordered 4 parts and 3 of them came. One part is out of stock and they have told me that it cannot be attained so I have been approved for replacement. I have been waiting for the email they told me to look out for and have been getting the runaround. Every time I call and they give me some sort of hope, I call back and they tell me that the call I had previously was all false. I was told that I was approved by the GM for the replacement and am to wait 3 days. I called back the 3 days and was told that that was false. I was then told to wait 10 days for the replacement email, I called today and was told that they are still waiting on the part. How is this when the part isn't available. It's been 2 months at this point. I have been offered rental reimbursement, which I cannot do due to no room for another washer. No one has been able to help me and there is no supervisor for me to speak with.
The last call I made today, I asked the rep if she saw all my previous calls and she said she did and she apologized. I don't need an apology, I need my washer. Every call I make they claim they are going to "escalate" my issue.. This has been done at least 10 times in the last 2 months with no progress. The rep today said that the part is still showing pending but I was told many many times that it is not available!! The machine is 14 years old. Sears parts protection is a scam, plain and simple. Why am I paying this money every 3 years and have to get the runaround when it's time for it to be fixed. No one is ever available to help and I was told they don't have supervisors. How is there no checks and balances? I have stressed to them that I take care of 2 disabled women and not having a washer for 2 months is unacceptable. Just don't do it. GO elsewhere.
I recently bought (and had delivered) a washer and dryer from a Sears near me. I have only had these appliances for 2 weeks, and the dryer began to need for a cycle to be run 2 or 3 times to dry my clothes. The first few days it ran great and after about a week this problem developed. I called the customer service number to schedule an appointment to have a tech come out. I spoke with customer service rep "Pamela" who was very pushy and aggressive. She told me that "she solves" customer complaints over the phone without having a tech come out. She told me that I needed to vacuum out the dryer hose or hire someone to do it!! I had to be insistent and assertive with her to schedule a tech to come out. I HAVE JUST BOUGHT THESE!!! What poor customer service and unprofessional way to treat a customer that just purchased something from you. I WILL NEVER BUY ANYTHING FROM SEARS AGAIN.
I have a washer service contract. A confirmed repair appointment was made. No one showed or called. Repeated calls to Sears. No resolution. I called outside sears repair contractor who does not answer his phone or answer emails. Spent hours wasted. Sears complaint/resolution dept promises but never calls back. Cannot reschedule by phone since outdated repair appointment still on their screen. I will never use them again. Rating zero. What a run around. Not the old sears.
Purchased a Kenmore Elite Washer with an extended maintenance protection plan. Placed a call on October 29, 2021 for a repair of my washer which was leaking from underneath. A technician came out on November 1, 2021. Without taking the washer apart said he was going to order new hoses and clamps. Received an email confirming parts were order. Received an email on November 14, 2021 that technician would be out on November 15, 2021 between 1-5pm. Two technicians showed up and did not have parts, nor did I receive any parts. Asked to see the washer. They ran the washer cycle and determined it was leaking as I stated.
No one took apart the washer to confirm what parts were needed, they stood around for over an hour making phone calls and speaking in another language other than English. So was unable to confirm if they were contacting Sears or not. Had to show them an email confirming that parts were ordered since their records showed no parts ordered from Sears Parts. Once again they scheduled an appointment and did not check to confirm if I was available for November 26, 2021 from 1-5pm. I contacted Sears Warranty once again and they were unable to change the appointment. Again inconvenienced since no appointments was available.
On November 26, 2021 at 4:30pm received a call, which when I answered they hung up on me then I get a text message stating that my appointment was rescheduled for December 3, 2021 from 10-2pm again not confirming if that time was good. It took 1 1/2 hours to speak with someone after being hung up 3-4 times to find out the technician was sick. Seems quite odd that they cancel the appointment at the end of the day when they would have known at 1 pm. The Technical Supervisor stated they would move the appointment to from 7-11am on December 3, 2021 and the Technicians will be here at 7am. Have no faith them showing up then. In addition, having to go to the laundromat weekly so damage will not be done to the floor. Unable to speak with a live person about being reimbursed based on the Extended Warranty Projection agreement. Sears repair/warranty division was once a good company to deal with, but now not.
Purchased a new Kenmore washing machine on 1/01/2021. After 7 months of very light use, in August 2021 the machine broke (stopped agitating). I called for service and was told the earliest time would 9/13/2021, which was over 3 weeks away. So we used the laundromat for 3 weeks. On 9/13 the technician fixed the problem. The problem reoccurred, rendering the machine useless on 9/23/2021. I called that day to schedule a 2nd repair, and was told the appointment would be 9/27/2021 (the following Monday). Then I got the auto confirmation indicating 10/27/2021, which is 4 weeks from my 2nd call, and 2.5 MONTHS since the machine broke down. In other words, at this point, the machine will be broken for at-least 20% of the 1 year warranty period. I called to escalate my case, and get someone to come sooner and Sears Home Services hung up on me. Never buy anything from Sears. Never buy a Kenmore. Never trust anyone from Sears Home Services. They are all untrustworthy grifter companies.
After 2 aborted tries at getting a dryer from another vendor, I turned to Sears only because it was one of the few that sold the model I wanted. I ordered it on 7/31/21. Ship date was 8/30/21. OK. I toughed it out. Days prior I received notice delivery was rescheduled to 9/2. No explanation. Again, OK. Unfortunately 9/2 I had water in my basement from Ida. I was told it would be delivered the next day. Wonderful. No call the night before, no dryer. Contacted Sears. Rescheduled to 9/10. Sigh. 2 days later I get a notice from Sears date rescheduled to 9/13. WHAT? Grrrr... Whatever.
9/10, 9 AM, call from Sears installers. They're outside with my dryer. Again, WHAAT? OK. I let them in. It was a very tight squeeze but my old dryer was wider and made it downstairs. I told them I didn't care if the dryer was scratched or the basement paneling scratched. After over 3 months I needed that dryer installed now. Success! Dryer installed in the basement and I was assured all was well. I even tipped the guy. I was so happy!
Meanwhile, an hour after the dryer was installed I get a 3 day reminder that my dryer will be delivered on 9/13. OY. 3 phone calls to Sears and online contact with a CSR I told them the dryer had already been delivered and installed. OK. They'll make a note of that. Fine. I finally get to dry a load of laundry and minutes after starting it the basement is getting warm and steamy. Hmmmmm. I turned it off and called a friend. The wonderful installation team left me with a hole in the dryer vent hose! It wasn't venting outside but into my basement and kitchen! To say I wasn't happy is an understatement. More calls to Sears which offered to send out another team. Oh hell no! But I did get a refund on the overall bill because now I had to pay someone else to fix the problem. Which I did. Ready for this? This morning, 9/13/21 my phone rang at 7 AM. "Sears here with your dryer". You can't make this stuff up. Not ever again.
I've been a Sears customer for eons and always got my appliances through them and have their Master Protection Plan on all as well. In March our fairly new Samsung washer malfunctioned and I called for a repairman to come. Sears said since it's a third party repair they have to send out a Samsung repair tech so they did - he couldn't fix it and ordered a main board and said 2 weeks for it to come in - took 3 weeks for him to come back and still couldn't fix it so he deemed it unrepairable and said Sears will contact me for replacement... STILL waiting for SEARS to contact ME and I've been calling the Master Protection dept almost every week or two and have to explain this over and over again to people who keep saying "We are messaging the supervisor/manager marking this Priority Escalation" etc, etc...
They say you will hear back w/in 2 days on how to get your replacement via phone call and or email. Nothing - I've been keeping a log on when I've called and who I speak to and what they say. We are extremely disgusted at this point and I've had to bring our clothes to a full service laundromat since March - 5 months is absolutely ridiculous to have to wait by any means ... What is wrong w/ this company?? I asked who else can I call about this and they say "We contact them" and you will hear back but they say that every time and another week goes by - we don't want to just go out and buy another washer since we paid for the protection plan!! Now I need reimbursement on all the money I had to dish out for my laundry bills which will prob never happen - so upset over this. :(
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