Sears Washers & Dryers Reviews

When I called their customer service to ask a question, they told me they could not answer any questions unless I had bought the policy. I was seeing red at this point. I actually went into one of their store and told them I thought their machines were **. No machine should have broken down after such a short time. I left there telling the saleslady that I am going to make sure I smear their name.

I had bought mine at their outlet and it was a $1,000 machine. And now it doesn't work. To say I'm angry is a very big understatement. I plan to contact their corporate offices. Frankly the whole idea of these warranty protection plans is not much better than old style extortion.

We have made several phone calls trying to rectify this matter to no avail. We told the gentleman in the service department at Sears we no longer wanted them, and that we wanted our money back. We were told we could not have our money back, only store credit. We have paid for these appliances with cash. It states on our receipt that our satisfaction is guaranteed or our money back. We are not satisfied. It also states that the items must be returned within 90 days with the receipt to get a full refund. It has been 11 days. We have not been treated respectfully or been dealt with in an honest manner. Thank you.

I told them of a dress that came out with the dirt still on it, to which I asked, "Why did I purchase a machine with gentle/handwash setting if I can't use it?" and received no reply. I washed a coat on normal cycle, again I called Sears and heard from the repairmen, "Use the highest dirt level setting" or "You are using too much soap." What was the purpose of "energy-efficient" if I was to use the longest setting to wash a coat that wasn't ground in dirt but sand off the back of my car I had brushed against after a rain? I had repairmen out again before the warranty went out on the washer; they replaced a couple of things but it fixed nothing.

I did send a letter of complaint to Corporate Office and they offered to extend my warranty or 15% off a new washer of my choice. I asked them why I would want extended warranty on a product that their repairmen can find nothing wrong with, replace two things on and my clothes will still come out dirty. 15% off a new one - the one I purchased they could never make work right, it should have lasted me 10-15 years. 3-4 years I have to go buy a new one? I asked them, "How is it energy-efficient when I have to wash my clothes twice?" I sent Corporate Office a picture of a sweatshirt that had just been washed and dried, so they could see that I was not lying to them. I felt as if the repairmen didn't believe me, that I was crazy or maybe they just didn't want to deal with corporate.

I tried to tell them that it doesn't do this all the time but it's very aggravating when it does and there is something that has been wrong with it since the first year when I tried to get something done by having repairmen come out. It was nearly $1,000.00 for this washer. Sears has lost my business and my respect after this past year due to the washing machine incident and recent purchases that I won't get into. There is nothing worse than having to wash one load of clothes twice and that is happening more and more frequently now.

I realize now that I should have contacted BBB or a lawyer the very first year. We learned from experience and I hope that my speaking out will give wisdom to others. Buy from a local small town dealer who is going to listen to you, be concerned about your complaint, and not just tell you that there is nothing wrong with it and who have their trained repairmen in that brand of appliance that are there with them in the store. Anyone can change oil in a car, but I would not trust my transmission work to someone who knew oil but not transmissions.

It was an expensive lesson to learn! Sears lost my business and respect when they offered extended warranty on a machine that there was never nothing wrong with (apparently clothes aren't to come out clean) or 15% off a new purchase to replace a machine that never worked properly.

I am washing my clothes twice, using more water to do so and getting lots of frustration. I am looking for a used one to replace this because we can't afford another 8-9 hundred for a new washer again right now.

After that fix, it worked loudly until once again breaking down in 2010. I stayed home from work only to have the guy not show up and not call. I called and they said they were sorry. He went home ill. Now that my warranty is no longer good, it's broke again, imagine that. When I called for all my paperwork, they told me I have only had my washer fixed one time. After refusing to agree with them and knowing better since it is broken more than fixed, they found my paperwork, it is put under my dryer! They still have not sent my paperwork I requested either.

I will never buy from Sears again, all my appliances in my house will be replaced by Lowe's or elsewhere.

Lots and lots of "I'm sorry," but no resolution. This whole experience has been very enlightening about doing business with Sears. We purchased all these items in good faith that we were making a good business decision. It appears that this is no longer the case with doing business with your company. Based on my confidence level right now with Sears, I'm sure this email will fall on deaf ears.

They all are content that 6 days is an appointment. They also stated that they give personalized customer service as their statement online. I find this is nothing at all from what I received. My part is under litigation and may not be solved for years, so I am expected to understand Sears attitude. I will pay anyone before I have them repair it. I will never purchase and advise everyone to forget buying from Sears, as they do not give service and do not care if you are unhappy.

Washer finally stopped on yesterday. It did not restart at all and called for service (4). I am also sending a letter to Sears Corp in Hoffman Estates. I am sure I will not get any satisfaction. Bought from Sears over 40 years, not what it use to be. I will no longer buy Maytag products from them or anyone else again.

Last fall, I called Sears and asked to re-open this matter next year as the house would be closed for he winter. As I was not able to use the house this year, it was not until this August that I contacted Sears again. Now they say that the warranty expired. As the claim was opened within days after delivery (8/72009), I see the warranty expiration as irrelevant.

I called Bosch 2 times and they suggested that I change the RPM to a lower spin like silk. They came out wet, but I did it, and put them in the dryer 3 pieces on permanent press, of course they didn't dry, they were too wet so I continued the cycle and what a wrinkled mess they were. I was told to shake each piece that I put in, I did that but it didn't help. I hate this outfit and the service people don't know what to tell you. I am sure they have never used the product in their lives.

I had to take another day off of work for this man to install. The part was a used part and the wrong one. So another appointment with another part coming through the mail. The part was correct this time but, it was not the problem. After the tech left, I did two loads and the washer stopped working again. No one at Sears customer service could get another tech out the following day, it is always a week out.

Well I was very upset but Sears was not concerned with me. Long story short, I am supposed to have my 6th appointment today and I have no faith. I can not believe Sears is permitted to treat people like this. I have a lemon of a product and this is not fair. I paid a lot of money for my washer I am a widow and live on my money alone. I must work and can not afford to take days off, let alone taking my clothes to a laundromat. I was going to contact Sears Corporate office, but after reading these complaints, I can see nothing is ever done. It is just not fair.

She informed me someone would call between 1:00 pm-5:00 pm for my appointment. 5:00 pm came and no one ever showed. I was furious. I called Sears back and got a foreign person again. She stated my appointment was rescheduled for the day before, and they tried to reach me but of course I had the wrong number. I asked to speak to an American who spoke English. Another representative got on the phone and was rude from the start. I explained everything that happened and she acted like it was my fault they had the wrong number. She said they rescheduled for July 13. I told her to forget it, that I would never do business with Sears again. So guess what? They showed up anyway on July 13. I went ahead and let them look at washer an hour later. The tech told me it would cost over $400 to fix and he recommended I just buy a new one. He stated that brand is not a good one! Bottom line, I would not buy from Sears!

I ask several times to be transferred to supervisor to expedite ref to customer solution. After several phone calls to 800? Don't know where I was pointed. I was never offered anything sooner or given a supervisor to expedite. Sol, okay, after being a customer for 30 years. Yes, 30 years. Of credit card pay etc. I'm no longer a customer. Still out of service with my washing machine. And not a call back from anyone. Expressing, "How sorry or what can I do to keep you as a customer." Customer retention must not be a priority. So I am filing a complaint. And hopefully this will alert someone who cares about customer service. I have been going to the laundry mat for over three weeks. Now due to cancellation of appointments. Approx $60 so far have not been offered any restitution.

I called up Sears to inform them about this and asked them to reimburse me for the plumber's charges since it was directly caused by their poor installation. The customer service agent, Joanna, was most unhelpful. She kept insisting that since I had not called Sears about the complaint in advance, they were not liable to pay. I explained to her that I had no idea that there was a problem with the washing machine installation and that I had thought it was sewage backup and hence, there was no point in calling Sears for that! She then kept saying that since the plumber had handled the piping of the washing machine, their installation warranty was void!

I found her entire attitude to be unreasonable, uncooperative, and very rude. When I asked to speak to supervisor she said that her supervisor do not speak to customers. This entire episode illustrates Sears's very poor attitude to customer service and a complete dereliction of their duty.

Firstly, they installed the washer wrong. Then instead of apologizing and trying to make up for the trouble they gave me, they have this ludicrous demand that I should have called them for what I thought was an unrelated problem. Then the agent actually had the gall to tell me that when the plumber found that the problem was because of their installation, I should have asked the plumber to go and continue to suffer the noxious fumes in the house and call up Sears to come and fix it. And pay for the plumber's visit myself.

We suffered through a noxious smell in the house, especially with an 8-month-old infant. I spent money on the plumber and so much time and effort in trying to get this fixed by Sears.

I went to their store the next morning and spent another hour with Al and Sunshine, also the manager, who attempted to fix issue. 800 number contacted and I spoke at length with Hajime who I could barely understand. She said her system was down and she could not access any information, so she would have to call me back.

I spent several hours trying to get what I had ordered and paid for -- a new, undamaged dryer and a new dryer kit. They now expect me to again take off from work in order to meet their delivery man, whenever they can again access information and get scheduled

Today, I had to have my washer repaired because the pump went out and this washer is just over a year old. I was also told that probably what happen was the dispenser tank was cracked upon delivery and because you have to take the whole washer apart to repair it, they didn't want to bother with it. So now I have to add the detergent to the wash and I can't even use the beach at all because it doesn't work right and I have to use the bounce sheets for the dryer since I can't put in the conditioner with it being a front load. I feel like I got a lemon from day one and I feel like I am owed either a replacement washer that works or have send someone come out and replace it at [their] cost since this has been a problem from the very beginning.

I would appreciate someone getting in touch with me regarding this matter. I look forward to hearing from them soon. Not being able to use my soap dispenser since that is the purpose of having a soap dispenser is for it to gradually release it into water when needed and my pump went out leaving me without a washer to do my clothes.

Physical Damage? How about 30 gallons of freekin water on the floor soaking into my freaking carpets, or the fact that I lost 4 hours start to finish cleaning up the mess, instead of spending it with my daughter who was home for the weekend.

I called Sears to have it repaired. I have had to wait three weeks for the assessment, parts to be ordered, and installation. Today, I was told that another parts is broken and that all together is will be about $500. To order the new part and for the installation, it will take another week. Therefore, I will have been without a washer for 1 month. That is extremely inconvenient. I have had to go to the laundry mate and I deplore them. I have a skin condition and have to be extremely careful with how my clothes are washed. Due to this situation, I had no choice but to use the laundry mate and have had adverse reactions. I have had to spend time and money washing and waiting for my clothes to get cleaned. Then, I had to go to the dermatologist and get a heavy dose of steroids to control the reaction.

I have had to make arrangement to have someone stay in my home and wait for the technician. This next time will make a total of three times. I am new to this state and do not have friends or family that live here. I have had to pay someone to stay at my house and wait. The first time the technician came to my home, he was late. My appointment was from 8-12 and he came around 2 p.m., only after I called and called for information. To repair this two year old machine, I have had to spend relatively the same amount as the original cost. All of which is very disappointing and unsatisfactory. In addition to this, Sears will only guaranty the new parts for 90 days. I have no security that the new parts were made with quality. If I want any warranty, I will have to purchase them at an outlandish amount.

I called customer service to request compensation. Given my situation, I would like to have a warranty provided to me. I think this is the least Sears should do, considering the circumstance. However, I was told that it was my fault for not purchasing an extended warranty and that Sears could do nothing. I was and am very disappointed. I know that appliances can be bad, but this machine is 2 years old and barely used. It should not have broken. I should not be forced to go to a laundry mate. I should not have had to expense my skin to risk. I should not have had to go to the doctors and buy more medication. I should not have to pay double the price for a working washer and now I should have to pay more to guaranty that the parts work.

I am not asking to be refunded or given any discounts. I am asking for the parts I paid to be guaranteed and that Sears stand behind their merchandise. I was sold a lemon and I paid for the repairs. I am asking now for Sears to be honorable. I would like to be able to tell my friends and family that Sears did do the right thing in the end.

I am having to pay $129.00 in labor plus the cost of the part. This is an unfair practice, and from doing an Internet search, I am not the only one unhappy about Sears. I am having to pay $129.00 plus whatever the cost of the part is when there was a recall about this problem. I should be getting this fixed for free.

Replace the top and it appeared that they did not send brackets and screws. We went through the parts list to order what we needed. I then asked this employee how much. I was quite shocked at the prices but continued. I asked to review the list to make sure we were ordering the right parts. She told me that she had already ordered these parts. I asked her why she would order parts prior to confirmation and payment. I told her after almost having to argue to cancel the entire order and I would go somewhere else. She told me that I could not cancel or change this order.

So for two years I hated to be in my kitchen when the washer was on in the next room, hated it! Well, I recently found myself back at Sears to purchase an apartment washer/dryer for an in-law unit, when I asked the appliance manager about our elite washer dryer. He told us there is definitely something wrong and call the service provider and insist the send someone. We did and sure enough, as soon as he heard the noise he said it was broken. Of course my wife had to wait from 8:00am until he showed up at 5:30pm that day.

So fine, he orders the parts for repair. Schedules our repair in a week, parts show up at our house two days later, with 5 days before the repair is scheduled. Today my wife is waiting for an 8:00am to 12:00pm arrival, he doesn't show until 2:30pm. They open the washer and discover the motor is faulty, the parts that were shipped had nothing to do with the necessary repair.

While they were clearing the room they handed my wife a heavy pot that was on the washer she turned to set it down but the repair guy left his tool bag on the floor, she tripped and fell down the pot landed on our kitchen table with a 1/2 inch glass top. Fortunately, she wasn't injured but the glass top shattered all over the kitchen. Now the washer sounds fine. After this experience I will never ever do business with Sears again and I will discourage anyone I know from doing business with them as well.

I am writing to you to voice my disappointment at the quality of the appliance that I assumed would last quite a bit longer than 3 years. By the way, the parts to get this thing up and running would be somewhere in the neighborhood of $600 but still wouldn't guarantee that the machines would keep working for any given amount of time! I have been a loyal Sears customer for many years and am very disappointed in regards to my purchase as I was led to believe that these machines would perform exactly as new.

My research has shown me that I didn't really save that much on the price in the first place and the length of time and amount of use we experienced have been anything but a bargain. I realize that the 3 years my daughter had this, doesn't entitle me to any warranty consideration from Sears but I felt that I must inform you of my disappointing experience and tell you that I probably won't consider Sears for any future appliance purchases. If you check my card history you will see that I have purchased many large and small appliances over the years from Sears but I cannot justify any future purchases as my faith in the quality of your products has been clearly diminished. and yes, the machines in question are Kenmore brand.

I called to find out how to get them back out to my house and correct the issue. I spent an hour the first day to get customer service to give me a time in which they could get out to me house before the weekend. I could not understand 6 out of the 8 people I talked to. I had to wait till 6pm to 9pm to hear what time I could have them come back out and do it right. Which was hard to re plan the next day when every thing is closed. So no phone call from a computer telling me what time they were to come out and do their job again. I called at 11 am to see where they were at and if they were going to install the elbow on the dryer vent.

The Customer Solution call center for the second time didn't do a damn thing. They again transferred me to delivery talking broken English on how they were going to call me today at 6 to 9pm and do their job right on the weekend. I called the store where I got the washer and dryer and she said that it was going to get fix today. So don't get delivery because if that doesn't work then you will have to deal with the customer service department that will do nothing for you except learn a new language and a lot of passions. And left to do it yourself or wait till it works for them.

Prior to this situation, I had to have Sears return two extra times to have the products installed correctly. I lost two half-days work and the first installer took my Philips screw driver by mistake. I also had to buy a new vent hose since the first one was crushed. Now, its not Frigidaire's fault. Its Sears fault but it means they sell the product and then do not install it correctly. To that end, I have given up on any rebate and also given up on purchasing any name brand from Sears. I'm just out a rebate and a Philips screw driver. [Their] product is working perfectly and installed correctly after three visits and my technical assistance being an engineer.

The final resolution, in all their wisdom, was to give me an allowance for the washer, but for the dryer. There was no way in heck I was going to go with the same washer again, so I ended up feeling like I was getting ** by having to settle for a mismatched set or spend more money to get a dryer that matched. I did not buy a mismatched set of appliances. These units were only slightly over a year old. How is that right? Sears does not value its customers. I say go anywhere but Sears for your appliance needs. I had to spend over $900 for a dryer to match the washer.

Repairs were done while I was taking a nap. My wife signed their paperwork at about 10:30 and left the house to do some errands. I came out at 11:25 to find water all over my service porch, leaking into my garage out the driveway and into the street. My original call was at 11:30 to report the problem. I was told that the technicians were called and would be calling me for a return time to Diedra. I then turned off the water to our house. At 1:19, Henry and I was told the same thing except that I was informed that it was being escalated to the next level. (Whatever that means)

At 1: 45, my wife called to report that we had had to turn off the water and could not flush our toilets, prepare food, shower, brush teeth, or any other things that everyone needs to survive. She also put in a damage claim. She was also told that it had been escalated to the next level. (You must tell your people to use that word to placate your customers.) At 7:37 pm, I called again and was told that all I could do is call back on Monday. The exception in this case is that the technicians had the prerogative of not finishing their route. He also told me that it had been escalated to the next level. (I got warm and fuzzy over that one.)

So here I am on a Saturday night with no water and a huge resentment with the Sears repair department. You can expect that they will take your money and do the work on their time, rather than at the convenience of the customers. At 11:30 pm, our son came over to turn off the valve behind the washing machine, since I am a 60 year old disabled veteran.

To my surprise, the technician showed up to fix the dryer with no parts. They had already told me over the phone that it was the heating unit so common sense would be to bring a heating unit, at least I thought! The technician stated that the heating unit had to be ordered and it would take at least an additional 10 days to repair the dryer. I then called 18004myhome again and this is when the runaround began. I spoke to two different customer service reps and they did nothing but apologize as if that helped any. I don't want to hear apology after apology I want answers! I was placed on hold while the representative called the parts department. After a 10 minute wait, I was told that the parts department was closed and I would have to call back the next day. I demanded to speak to a supervisor and the representative was very hesitant to connect me to a supervisor.

After 38 minutes, the customer service rep hanged up on me. So I called back and had to explain my whole story all over again only to hear "We do apologize you are going through this, ma'am." I swear they must read it from a script! A supervisor finally gets on the phone and again I get an apology but there is nothing they can do because my parts were ordered as "emergency" and I just have to wait. Since I was not satisfied, I asked to speak to the supervisor's manager. The supervisor claimed there was no one higher and she was it! She did not appreciate it when I explained the chain of command to her and informed her that unless she owned Sears she indeed had a boss! After an hour of getting nowhere, I hung up.

I called back about two hours later and retold my story another 2-3 times before I spoke to someone with "supervisory" rights whatever that meant. This "supervisor" was at least a little more helpful and actually offered two options: 1.) I could either rent a dryer from a local appliance rental store or 2.) be reimbursed $25 a week for laundry services not to exceed $100. Now, my new date for repair has moved to 8 March 2010. I received a call from Sears informing me that I was scheduled for repairs even though the parts had not arrived (go figure). I was guaranteed that my dryer would be repaired by the 8th of March.

To top it off, I was told that my dryer parts were placed as an emergency order. I don't see how ordering parts on the 25th of February and having them scheduled for delivery on the 8th of March is an emergency but I guess it's just me. It just so happened that the parts finally arrived but no technician! Once again, I called 18004myhome and I was told that the next available appointment was March 16th. (Are you freaking kidding me?)

I demanded an earlier date so again I was briefly placed on hold and then told, "Well, we can have someone over at your house tomorrow morning (9 March 2010) between 8am and 12pm." I agreed and requested for the technician to please call my cell phone when they were on their way so that I could ensure I would be at the house. The morning of 9 March 2010, I called 4-5 times between 7-11 am to ensure the technician had my number and that they would call me.

Each time I called, I was reassured that the technician did indeed have my number and everything was locked on. To my surprise, 12 pm came and went and I did not get a phone call. So I called back only to hear, "We're sorry ma'am but the technician went to the house at 10:45 am and no one was there so they left." I was told I would have to reschedule and that unfortunately the earliest available date was now 25 March 2010. Needless to say I lost it! To make things worse, Mary from customer solutions was about as helpful as a migraine!

She seemed upset at the fact that I wasn't overwhelmed with gratitude. She stated that she could "squeeze me in" for March 11, 2010 from 8 am to 12pm as though she was doing me a favor. I asked for someone to come back today and her answer was, "You can either reschedule for March 11th or March 25th and that I had no other options."

At this point, I had no choice but to pick the 11th and she claimed I was now scheduled for the morning of 11th. I called back 30 minutes later to confirm and I was not surprise to hear that I was not scheduled for the 11th of March but scheduled for the 25th of March instead. I called customer solutions and spoke to another supervisor who scheduled me for March 11 2010 from 8-12. At this point, I would not be surprised if no one shows up on Thursday morning (March 11, 2010) or I get a phone call asking to reschedule. Needless to say, I am extremely displeased with Sears! I do not understand why it takes a company as large as Sears over one month to fix a simple dryer! This is totally unsatisfactory.

The serviceman arrived looked at my problem and said he had to order the part and that it would not arrive until Tuesday the following week, so I made an appointment for March 10th. Well, it is March 9th and the part is not here. I have just received a call from Sears informing me that the part was just shipped yesterday and that it takes five business days to arrive and that I need to change my service appointment. I cannot get another appointment until Wednesday March 17th! This is a huge inconvenience as I have two active children and loads of dirty clothes that cannot be washed. At the initial service appointment, Sears had me pay for the part (that has not arrived) and for the service (that had not been performed yet), so I am stuck waiting. I will know better next time and take my business elsewhere!

When no one showed up by noon, she phoned them, only to be put on hold for two hours, hung up on, again refused to be connected with a supervisor, etc. The tech finally came here, 5.5 hours late (with no phone call telling us that they changed the appointment time), only to be told that "that's the way it runs, there is nothing wrong with it", and left, without giving us any satisfaction. My problem with this washer is that there is actually no "delicate" cycle. It washes and spins just as hard on "regular" as on "delicate", and it's tearing up my clothes! It runs ways too rough and hard. It seems out of control.

It has caused mental anguish, frustration, and wasted 2 entire days of my daughter's life! No results were made. They did nothing to help us, telling us "that's just the way it works". I spend many hundreds of dollars on a washer that I hate! Will Sears exchange it, or refund my money? I am doubtful. When my daughter got really upset on the phone today, after being on hold, hung up on many times, refused to be connected to a manager, then being told by management that "he was not here to be compassionate", then put on hold again, disconnected again (3rd time today!), and she called back and was very upset (naturally), they accused her of being "verbally abusive", and said that "they cannot send out anyone to our home, because they would be endangered by my daughter", thus, totally copping out on their responsibility in any of what has occurred between us and them, especially that we have been waiting for their tech since 7 AM today, and they changed our appointment time without our knowledge or permission! We had no idea where or when their tech would come, after making an appointment for 8AM-noon 4 days ago! Sears is a horrible, awful, and abusive!

I called and she told me that she did not have me scheduled for that day. Huh? I told her that I just talked to her the day before. She was going to try to get someone and since I was taking groceries out of my car, I asked her to call me on my home phone and she repeated the number. What does she do? She called me on my cell phone! When I tried to call her back, she didn't pick up. When we finally got another day scheduled (and my husband took off work), the technician stated that the part was bad and the machine is now in worse shape than before. That was over a week ago and no one has gotten back to us yet. Is it just me or is Sears mainly interested in selling than service?

On February 22nd, a different technician came out and installed the part. He said the washer was working fine although he did not actually run it. The following day, I went to wash a load of clothes and the washer wouldn't start. I called the repair station to set up another appointment. Unfortunately, I have to wait a week. I am partly to blame for this situation. About three years ago, I bought a Kenmore Calyso washer. It was a pile of junk. But because I had faith in Sears a year later, I bought a HE2t. Since the beginning, the washer leaked. And now this! I have paid in repair bills about half of what I paid for the washer new. This is the last Sears product I am buying. I will spread the word to all my neighbors and friends.

They never called but did show up at 5:45 p.m. on Saturday. I then tried to contact the service department to get the $198.00 service, but they denied it and said that because it was not done before the serviceman came out, it could not be done. I then called the customer service care department and got the same declination. We still had to pay $134 (lower plan which they automatically decided without our authorization) and did not have the part that was needed and said he would have to come back. My husband watched him as he got the dryer to work without the part--showed my husband where it went, and told him it would be another $45.00 when he came out with the part. My husband got the part number and said that he would do it himself. The cost for the part was $35.00 and would take a week.

So we paid $134.00 for nothing except a diagnostic and a lot of frustration. My husband tried to engage the dryer as the technician did and it did not work, so we are not sure the diagnosis was correct either. Sears customer service care is a joke. They have lost us as 40-year customers and I will never set foot in another Sears store as long as I live.

So far, the technician has come by about 6-7 times and replaced several parts with no success. They have records of all parts replaced. We are unable to run a cool or cold-water wash since the machine was new, F-20 code and we also have to purchase special detergent with fabric softener. The last time they came, at approximately 6 weeks ago, they diagnosed it as a cold-water inlet valve problem and we had to order more parts. Sears called me and told me that parts would be rushed out and that our service call was being treated as a top priority.

To date, this machine is still faulty and we are leaving for vacation on Friday, February 26 for two weeks. When we return, technically, the warranty will be expired. This is a new and top-of-the-line machine that does not work properly. We are unable to use cool or cold-water wash. We also need to buy special detergent with a combined fabric softener. This is the poorest service I've ever experienced.

Now this really got me going! I gave good directions when I purchased my washer and dryer and this is not how you treat a costumer! You changed the delivery date twice! I would make sure that this person is taken cared of if they are unhappy! They would not turn around and bring my items! Now I was told that I have to wait until Saturday the 13th and they would try to get my items to me by then. I don't know when the 2-day delivery became a 10-day maybe! I have had to go wash clothes twice and send a lot of money which I shouldn't have . I should have been washing them at home! I can't tell you how upsetting this was to me! Here I am Just waiting on what I purchased last February 3rd!

I called and talked to many different people and none could care less for how upset I was! And now I have to wait. I thought Sears were known to take care of their costumer's. I guess not! This has been a total and complete mess! Since phone calls do not work for me, I thought an email would maybe help? Something should be done about this! If I do not get my items on Saturday, I want my money back and I will go to Lowe's to purchase a washer and dryer this weekend! I really need these items badly and Sears does not care! I have never experienced anything like this ever before! Hopefully someone can help me!

Sears bears no responsibility except to take my $136.00 and tell me tough luck. I will never buy another Sears brand product again. It really is a shame what they get away with, treating the public the way they do.

I feel that this problem should have been solved in a more timely matter. I asked if they could replace the part with one from their stock models and I was told that it could not happen.

I have been a Sears customer since 1961 and I feel a loyalty to them but it seems that does not mean anything to the Service Department. I hope this can be resolved soon, as I have had to go to the laundromats several times a week.

After completing my order online, I then filled out the rebate online to their minute specifications. Took me over an hour to do so to satisfy this faceless entity that kept refusing my information. Even went through the procedure of how to get the rebate. $75 credit card or a $75 gift card. The website accepted my rebate form (finally) And, I received an email saying that it would be x amount of days before I got the rebate because of the 90-day return policy. No problems with communication or account number at that time.

Today I received an email that the sales info that I gave them does not match theirs, and that I need to log on to the link provided to correct the info. Guess what? Can't. There is no such order number, customer number, or password in their system for my email address. I've been trying all morning. 1 hour by now to get a new password. Guess what? I'm still waiting for a new password after an hour. I've asked twice. Tried to create a new account so that I could complain. Can't because I guess they have my IP address and keep filling in the wrong password for me despite my erasing it over and over. Tried to check "my orders" thinking I could go in by the backdoor to see what is going on...can't because I have to log on to do so, using my email address, which immediately comes up with the old info that doesn't work. According to their records, I've never done business with them, apparently.

And, guess what? The password that doesn't work is the one they supplied me during the delivery process. After the password that I used to create my "account" to get my rebate didn't work. Did I say that my customer # doesn't exist, either? I'm totally blocked out of Sears now over $75. I've turned Sears in to the local BBB. The delivery process was another horrible experience, the same as I've read above with the same heavily-accented Indian reps. They even told the local delivery that I'd "rescheduled" for a second time when I was pulling my hair out about the already "rescheduled" delivery date which was a day late.

Among many calls to the customer service department and referrals to as many different numbers as I "hadn't reached the correct number," I was referred to the employee accident number. I'll not do business again with Sears. Ever. They are crooked as the day is long. I've not received the rebate promised over and over by the saleswoman, who probably doesn't even know how this crooked company works.

Three shells have been delivered, all three are broken. I am so frustrated by this because I have been without my washer for over 4 weeks now and lugging clothes to the laundry mat is exhausting. Friday, Feb 5th the part was delivered, I immediately opened the box and of course, the shell was busted up. I immediately called Sears and their answer was they are ordering the same part for the 4th time and really sorry about this.

I have tried repeatedly to get to a supervisor but they don't seem to have any on staff. This part costs $200 now times that by 4, $800 - $600 in broken parts, not including the other parts that are in my basement and the stainless steel tub. I just think this is unacceptable way to do business. I have been purchasing Sears appliances my entire life, but after this nightmare, I will not purchase any again. I am wondering why someone would continue to send the same part 4 times with this kind of history. I will let you know what happens this week! I am so frustrated, angry and just plain so upset to have an expensive and such a very necessary appliance broken for so long. I just can't tell you how stressful this is. I am 59 years old, work 50 hours a week. Just so frustrating. Please let me know if you can help me.

When filling, I have to stand right there to mix the water. It has settings that says "hot," "warm" and "cold". Warm and cold are both cold. Hot is hot and alternates with cold. It works independently of my wishes so I have to wait until it finishes filling to introduce my clothes because I have to manually alternate between hot and cold to get warm. Sears says this is Ralph ***'s idea. Well, I am certainly wasting more energy from my dryer. Would I buy another Sears washing machine? It does teach you patience and self control. I have no confidence in its dependability.

My wife took the day off from work to await the delivery but when the dryer came, the driver informed her that he could not install the unit because there was no gas shut off behind the dryer. The driver also informed my wife that he was not permitted to shut the gas off in the basement and complete the installation - he left with our dryer. Now I must take the day off tomorrow, Tues. Feb. 2, 2010, to install the shut off valve and ensure the driver installs the unit properly. All of this could have been avoided if Carol had simply told me about the valve placement - this delivery has disrupted our schedule and my wife and I both needlessly have to each take a day off from work. Compensation should be offered and it was not. I would like to know what Sears is going to do to compensate my wife and me for this inconvenience.

I was already upset about all of this because I have two children and a very hardworking husband to be. I am also a heart patient and I have a lot of stress on me at this point. As I return home, I am crying and very upset at this because I have been through this just 4 weeks before this. So my husband to be calmed me down and brought me to purchase a new washer that after all of this ended up, costing us $1087.00 and a weekend of stress and a lot of unwanted things to do and I ended up ruining my weekend with my children and soon to be husband. I will be bringing Sears their washer back and getting my money back.

I understand that in terms of product liability, I have only two years time and that leaves me with less than five months to go. I also understand this may not be cost effective for a full time attorney, which I believe the companies are counting on. Is there some consumer laws like a lemon law, etc. that might make these companies pay for the legal costs involved? Or some other avenue to pursue?

Finally, I have a recent offer (the first!) from ESIS' Kathleen P. M (Unisys Controls linked I believe) who sent a letter dated October 6 '09 but postdated Dec 4 '09 giving us 30 days to respond! She is a Sr. Claims Representative who offered about $5500 last month. A previous phone only offer was to pay 1/3 of the $14500 estimate I had sent to them. I may respond to them soon but am not sure what to say. I am considering filing suit myself in Superior Court for the $14500 high estimate for making us wait for so long.

It's odd they deny their part failed but to make an offer anyway. By the way, the machine has no back up mechanism to shut off water when full which means that if the part Sears expert repairman found to be the problem is not at fault (Unisys claim), then there is no way for the machine to stop filling at all! Obviously they are being disingenuous.

Then I didn't have enough laundry in it then, huh? The last repairman did something to the washer so now it will only spin on low. If it tries to spin any faster, it cuts back to low and the laundry is still really wet at the end of the washing. So the great thing with the set was that the washer left the clothes with so little water that the dryer didn't run so long, money saver there. Not now. It takes longer than my last cheap set. LG washer in my case are a piece of junk and I'm still having to pay off the huge price of them. Very unhappy with LG and Sears.

We have to replace my dress shirts, shorts, socks, and other clothes. It is causing a lot of money to replace these clothes when the clothes are not worn out except on the edges.

We get nothing from Sears, Sears solutions, Kenmore solutions, or from Whirlpool customer service except that it is out of warranty and nothing can be done. The washer (model 110.29622800 - serial # CW4830764) was supposed to be a top of the line product and is completely in operable in one year and 10 days. So much for Sears Customer Satisfaction. I add that I have made three trips to the store to speak to the appliance manager, only one of those times was I able to speak to him, I was told that he is in meeting for the rest of the day.

I have made several calls to the solution centers. They say he will take care of the problem. Good luck. Have you ever waited for a representative on one of those lines? I have been on hold for over 30 minutes at times and still get nowhere when talking to them. The last time I spoke with Sears solutions, they made an appointment to be at our home between 8 am and noon Jan 15th. When no one showed up or called, I started calling again. Guess what, they conveniently have no record of an appointment or a phone call on Jan 11. More run a round and Sears lack of Customer Satisfaction. Sears or Whirlpool needs to step up and fix this problem. My wife and I are in our late 60's and now have to take our washing to a laundry mat and bring it back here for drying. We live in a condo on the second floor. No, only is it an extra expense, but is very inconvenient lugging it down the stairs and back up again.

I contacted Sears again and their only solution was to have the repair man come out on Thursday, Jan. 14 or Jan. 19. I chose 14th, today since I am going to be out of town on the 19th. I was given the 9 hour window once again. Around 10:00 this morning, I had not received the usual call about service coming out so I called the number. It informed me that it was scheduled for the 19th of January and not today. I went through three people and explained I have children and I need to use my machine. I would not be in town on the 19th and that is why I requested it today. They could do nothing for me and I will not have to wait an additional week to have someone look at it. If parts are needed, I will have to wait more time and be without this machine for weeks.

I requested through Sears customer service. They ensured someone will repair this today or tomorrow. If not, I have requested a new machine. This will be the 4th repair of this machine. I would estimate we have been without use of it over a month total, not counting this time. This will likely put us in the six to seven week range. Our floor soaked and items had to be thrown out due to water damage. And it caused time off from work to meet these 9 hour windows.

The problem was never fixed, just put off with some of the most lame stories. One tech told me I didn't know how to balance my load. The load didn't seem to matter as it did it with a lot or a little or nothing.

The next guy said my floor was weak, whatever. But I and two of my buddies bought some 4x4s and made a big support under the washer; same thing. And on and on, I have to take a day off work every time. And I spent $65 on wood and material to fix things. I bought a new washer from Best Buy and put it in the same place as the Kenmore. And guess what, no problems. I still have the offending washer and will not let this pass. Thanks for listening.

Another week passes and the third guy comes out. He proceeds to tell my wife what a piece of junk this dryer is and that we will continue to have problems no matter what he fixes. The third guy tells my wife to call Sears Repair Customer One and ask for a new dryer as this one still won't work. Customer One basically stated “Too bad you had the dryer longer than 90 days so you can't have a new one.” The third tech apparently forgot to order another part that the engineers told him to order as it has been 10 days and no new part as of yet. Meantime, the dryer has not worked at all for almost three weeks, and we are no closer to a solution then when I first called them.

Sears sent out 2 technicians. They looked at the washer and said, "We don't have the replacement part in stock." They said they would have to come back on Friday and left. Thursday, I called to confirm my Friday appt. and find out what time the technicians would be returning. I was told that there was no appt. scheduled for Friday, and I would have to wait for my part to come in before the technicians could come back. The soonest appt. they had available was the following Thursday.

My part arrived in the mail with a portion of the packaging cut out. I called to make sure I had received the correct part and confirm my Thursday appt. My calls were dropped 4 times (being put on hold or being transferred by Sears, I was not calling from a cell phone), and I had to keep calling back. Finally, I was able to confirm that the part was the correct one. However, they did not have an appt. for me on Thursday. The next available appt. was the following Monday or Thursday (Christmas Eve). I was not satisfied with postponing my appt. again, but somewhere in all my dropped calls, one of the reps made the Monday appt. for me. No matter how many times I tried to explain that I did not make that appt., I kept hearing "Ma'am, I see that you are scheduled for a service technician on Monday."

Going into the store was no less frustrating, as they simply referred me to the Sears customer relations 800 number. And although they say that calls are recorded on the 800 line, I could not convince them to pull up my conversation from the first week, when I agree to wait until the 17th for an appt. All in all, an aggravating experience. To have the part replaced by our original repair person would cost $400.00. Almost as much as purchasing a new machine, except that our next one won't be from Sears!

The tech scheduled a repair person to come and check it out. I called them on Friday night, and they came out on Monday afternoon. The diagnosis was it needs a motherboard that could be ordered and come by Thursday the 16th or Monday the 20th or so. My husband and I decided to take the washer and dryer back to Sears and try to ask if there was any other options.

On Tuesday evening, we went to Sears and pleaded our case. They insisted the washer and dryer were displays and therefore we got a good deal on them and they would only pay for the repairs. After speaking to the manager on duty who had no character or compassion for this hardship, she eventually offered several options, not immediately but after much conversation. She suggested that they may have something compatible, which meant we have to pay the difference, which at a point we considered, relentlessly. We didn't see the fairness in that but considered it. This model was on back order, which eliminated that. Then the other options would be mitch mate companies and that was out. Then lastly the one that they had was maybe a 200-dollar difference and still a display, because we didn't deserve a new set because we didn't pay for a new one. But in the same breath, they said the one I brought was considered new, but not new enough to receive the same options as a set (which would have meant a new replacement).

I was hurt and disappointed. This was a gift, expensive gift to be treated like the money I spent was worthless. How can a retail store be so heartless to treat someone like this who made a purchase in good faith and paid it in full with cash in good faith, for there to be very little remorse for a defective item that Sears sold to my husband and told him it would work. He purchased it in good faith, and they supposedly sold it in good faith. To say the least, I left the store with cash in hand, and they have a lost a customer for life.

My point is that they will be repairing the machine under the new warranty, not the old one, because if the warranty runs out on the 17th and if I did not renew it, we would have been lost. I don't think it is right for them to do business like that such short notice to state that they will not be out there and then they give us an appointment for a whole week later like we can just take off work and wait for them. I told the guy that they should always have a standby. That is not how you do business, and I will not be getting any more appliances from Sears. A very unhappy used-to-be customer.

I want a replacement washer. They need to pick this one up and give me a new Washer since it is still under warranty. I cannot understand why Sears would even promote Front Loaders if they leak? I am very upset. This Front Loader should last me at least 10 years if not more. If I do not get a replacement washer, I will write my State Attorney General's office with a complaint against Sears. I will also write the Omaha World Herald Editor and tell them what kind of washers Sears is selling and 60 Minutes and 20/20 will also get similar letters. I had to wait 2 months to even get my washer and now it is leaking after only 7 months of use. I will have the repairman stop on Nov. 5th and see if it is a minor problem, but if there is a major problem, I will want a replacement wash machine. Thank you.

By 11, still no guy or call so I called Sears. They said they would have him call me. I called back later in the afternoon, still no repairman. After 3 phone calls and no return call, finally at 6pm, I was leaving and the phone rang. The repairman said he was on his way. I said "Sorry it's too late. You already cost me a whole day's pay. Who is going to compensate me for that?" He said he would call to schedule me a new appointment. I said "No I will do that myself." Sears Repair just called me to reschedule and I said "I have to have a set time or at least a 2 hour window. I can't take another day off. I work two jobs as it is to make it so I can't take another day off." She said "We only schedule 8-5." I said "That just won't do, I already gave you one 8-5 and my washer still isn't fixed."

I think it is horrible that they can treat you this way. You buy from a reputable company thinking you can get service when you need it and still no. Is there anything I can do? I have searched the whole Sears website and there is no place to send a complaint and anyone at repair just says they are sorry. Sorry doesn't make for the lost day’s pay. I lost a whole day’s pay and now I will have to take another whole day off for them to come, if they show up this time.

When I inspected the unit, I found that the mounting bolts had never been installed in the unit. I called Sears and they sent out a tech. He inspected the unit and confirmed that the bolts had been left out of the unit and that the rear panel in the unit was all that had been holding the weight in place and it finally fell out. I took pictures and he informed his office of his findings. They offered me a $250 labor credit, but the parts would costs at least $350 if there wasn't any other damage to the unit when the weight fell.

I told them that this was unacceptable. They gave me a number to call. I got a voicemail and left a message. Five days later, I called again. Three days later, I called again and in the afternoon, I received a call from this consumer advocate for Sears. They basically called me a liar. The lady told me, "Do you really expect me to believe that it just fell out after four yrs?" I told her that her own service tech inspected the unit and could see that the bolts had never been installed. The bolts go through molted plastic and they would definitely leave some kind of a mark after four yrs if they had been installed. She told me that they would do nothing for me and that I would have to seek satisfaction through civil means. What a company!

I have since reported them to the BBB and am extremely frustrated over this situation. The tech told me that the average life of this unit is 12 to 15 yrs. When I bought the unit, it was represented to me as having all the parts. I am closing my Sears acct. that I have had for 27 yrs. I don't know what else I can do. Thanks for this avenue to vent my frustrations over this matter.

The repair man (tech ID #**) arrived and told me he did not think the part he was going to install would work. He said that the tech he has to clear the repair with did not listen to his evaluation and that he has to replace this part first. So, he replaced the working piece of equipment and tested the machine. During that time the new part shorted out, and he called his tech advisor. Now, he has ordered the replacement part and the part he broke. He has re-scheduled me for the 1st of September at which time I will have been without my washer for over a month.

Also, he put American Home Shield on the phone at which time they offered me $300.00 to add to the cost to replace my washer, which is by no means the replacement value. I declined that offer at which time the Sears repairman stated that eventually they will just refuse to approve the repair. Also, they will only come to my town on Tuesday and Thursday between 8-5. Thank you for your consideration in this matter. Consequences: apparently none other than wasting a considerable amount of my time and the cost of doing my laundry at another location.

They better give me the full amount (which is $500). I think if someone buys a lemon that has been discontinued, they should replace it with something that actually is a reliable appliance! Furthermore, even when it did work, it never got the cloths very clean! I have always bought Kenmore appliances. This was a really expensive machine and I thought I was getting something extra special. I think Sears should replace it for me. With the voucher, I'm obligated to buy from Sears again.

Did Sears deliver a dude and now I am stuck with it? I believe that as a consumer, I am getting the raw deal and now they are asking that I take yet another day off of work to accommodate their schedule. Giving a person a window of 8AM-4PM and making them stay and wait is not customer-friendly. My family will never purchase another appliance from Sears. We made a big mistake by replacing the washer/dryer/refrigerator and stove with Sears products.

I have lost a half week of work dealing with Sears on something that should have been resolved in a few hours. I've also had to go months without the use of my dryer which is a great inconvenience especially in the summer. Sears is completely discompassionate about the situation and refuse to even escalate my case or expedite my repair. Pleas help.

A month went by, they ordered the air pressure, hoses, another air pressure tube and other things. None worked, the repair man said it could be the main frame of the inside, but he will try other things first. Tim has been really nice and he said this was a tough one. I called the service center and said it has been over month. How long do I have to deal with this? She said, Mrs. ** you are almost to your $500.00 voucher. I said fine, but I was getting tired of this. Every visit is around $150.00 to $200.00; he was already out 4-5 times. Well it flooded on my husband. He got mad because I told him you have to watch the washer it fills and it agitates and you have to turn it off and then on again. I told him he can clean it this time. He was in the kitchen with a small mop. So, I went there and got two towels wiping and wringing. He called and wanted another repair man.

I called the repair center. She told me she has to have the repair man state it can’t be fixed. So they can inspect it to make sure there was no intentional damage to the washer. That made me so mad. I told her I don’t even want a new washer. This one is practically new and I don’t want to deal with moving it and taking out anyway. Another came by, filled it (the washer) and left, I told to please state that it is still not fixed because I was getting tired of this. I called the repair center again and told them he came by - it still is not fixed. She said Mrs. ** there is no record of a repair man that came by. He did not even write down that he came by, so they finally found it, and sent me a survey over the phone.

My teenage daughter started laundry. I told her to set the timer for every 3 minutes. She did not hear the timer. I was in my room working. I got up, went to the living room. I told her she better be watching that washer. She walked through the living room and I was behind her. She flew up in the air and slammed on her back. The water went all the way in the kitchen, flooded. Her neck was bothering her for 3 days. Now I was mad, I called them up and insisted for my voucher. Now my children are getting injured. This is not acceptable.

I made yet another appointment and asked for Tim - he ordered another part. Did not work, he shook his head and said please let me try one more, he did. No luck. I called to try to get my voucher. I told them I have to be over $500.00. Mrs. ** you have not reached your $500.00. I told them I had to have reached it by now. She told me then I had to have one service call for $500.00. So, I told her what the other lady said, sorry she said. I said then give me my money back. I can't because of the all the service calls and parts. I told her my washer was not fixed. She told me yet again to have a service man state he cannot fix it.

I called the service center, told them to send only Tim since he was trying. I waited for the part. He came, tried to fix it, and did not work. I asked him to please call, this is the last time. He called and said this is gone long enough can we help customer out; I am baffled about the washer. He shook his head and got off the phone and said sorry. They were not listing to him. He told me he would be right back. He will try to order the large part because of air leakage. I said okay. That is over $500.00 and he thinks that might be the problem, then maybe I could get my voucher. They told him no. I asked why well they get at cost. I said that does not matter, if I were to pay for it, it would be over $500.00. I am not selling it.

So, I got mad. I told him I have had it. He said he understood and would keep working on it, and would try the wire harness. I called the store manager. He said he did not know about the agreements. I told him the long story. I don’t want to deal with this anymore. He sent a tech out, over 30 years he was on the phone for about 30 minutes. They wanted him to order the timer. He said no and they went back and forth. Then, I heard well she has been waiting too long, and ended up ordering the wire harness.

It did not work. So, I called up service center, told them I was ready to sue them. It has been almost 90 days and I have been lied to and given misleading information on the phone. They offered me $100.00 off a washer. I told them I paid $214.00, that’s all they would give me. I should not have to use their store. I told them to keep their money. I will just go to another store and no longer do business with them. The terms and agreement state I can have a refund or $500.00.

I had two kids slip and fall. My carpet is stained. I am upset because they lied to me over the phone. Even the repair man said this is not right. I also emailed the customer complaint on the Sears website, he emailed me right back. I thought finally this will be ended over a stupid washer. He told me to give him the zip and name of the store. I waited for another part just in case, did not work again, so I emailed the zip code. Then, he gave me a number. I called, waste of my time. I emailed him and told him thanks for nothing. So I will stop here since it is so long. Thank you for your time. Consequences: my daughter’s neck and back hurt, my carpet is stained. Took time away from my work and money, caused stress.

I am supposed to wait another 48 hours because it was a Friday and that department does not work on weekends. This is going on 3 months. Can someone tell me why I am waiting two months for my problem to get resolved? I think I have had enough patients and must be compensated for all the problems I have been through with this company. I have a household of 3 adults and no washer going on 3 months. My service plan ends on August 8th and I do not wish to renew it with these rogues, but I am worried that they will say that I am not covered and this entire ordeal will just be a big waste of time.

I prepared a load of laundry to wash, but first the instructions said to just run some sudsy water through first which I proceeded to do. However, as soon as the water started running into the tub, it began running out from underneath as fast as it was going in. At this point, I was very upset to put it mildly. Now not only does my brand new, almost $500, washer have two dents but also is leaking from underneath. Now I have two choices. I can load it up and drive all the way back to St. Cloud with it, wait for another one to come in and go back to pick it up or wait until all the parts come in and let the service man repair it. Although I feel strongly that Sears should have brought me a new one and picked up this one, I opted to get this one repaired and bypass all the hassles of trying to speak to a live person and getting the runaround again. I will not return there to make a purchase very soon.

Consequences: hanging out my clothes more often, hanging them in my apartment, laundry room is a mess. I have an August 1st wedding to plan for, how do you think I physically feel?

Now, clothes are piling up, and there's no nearby laundry. My son has to play baseball in dirty uniform. My wife had a near nervous breakdown from constantly being lied to. Also, there's extensive water damage when pump cracked the first time. Not to mention, lost time from work, missed appointments, and a lot of headaches. I'm begging; please someone help us.

Five months later, I called Sears repair again for the very same reasons as before. On June 9th, 2009, another Sears’ repairman came to our home and said that the washing machine needed a new power board at a cost of $434.45 and that the GE Profile dryer had a defect where the gas is plumbed into the machine. It has warped the side of the machine and that will have to be replaced at a cost of $117.80 for the labor only. (I have the repair receipts).

I called Sears Customer Service and spoke with Elizabeth in Customer Service Corporate, I told her I wanted a complete refund as even though we purchased the warranty, I didn't trust these machines because the Sears repairman told us that the GE dryer had a defect and that the GE Profiles break down all the time. I asked him which ones don't break down all the time and he said the LGs. He hardly ever has to repair them. Elizabeth said that since we were out of our 90 day window, a complete refund was not possible. However, she could offer a replacement. She gave us case numbers. We were told to go to our Sears store in Bakersfield, CA, give the salesman the numbers above and pick out a new washer/dryer. If there was any price difference, Sears would credit our Sears credit card. We were to get only the item numbers from our local store and then call Elizabeth back.

On June 10th, we went to the store, picked out a new LG washer/ dryer and pedestals. When we returned home and called the phone # given to us, we could not reach Elizabeth and furthermore, no one at the phone numbers she gave us even heard of anyone named Elizabeth. We gave them the Item numbers for the new LG washer with a price of $1,079.00 and LG Gas Dryer at a price of $1,138.99, with (2) LG pedestals at a cost of $229.99 each. This resulted in a credit to us of $260.61.

So then we talked with Jeff, who arranged for the credit on our card by taking all of our credit card information and scheduling delivery of the LG washer/dryer and pedestals on Friday, June 12th between 2:30pm and 4:30pm. We spent an hour on the phone arranging for delivery of the new set. On June 11th, we received a phone call from Anassa from Sears Delivery to verify delivery on the 12th. This took another 1.5 hours on the phone as no one had the proper information.

On June 12th, the delivery occurred on time. However, they were not delivering the new LG set, they were delivering the same GE Profiles I already had in my laundry room. They took the new GE Profiles back on the truck and we called Sears customer service again (800-479-6351). We were told at this time that we had to talk to Processing and see if they could figure out what went wrong. We spoke with Tamika, Shane, Jeff Deborah, Gail and Shangela over the next few days with no luck. During the time spent on the phone by my husband, I called our local Sears store and was told by the appliance salesman, if we purchased the new LG set with pedestals, they could deliver all of it on June 16th including pedestals. On Saturday, June 13th, we spoke with Yolanda at 12:49 pm and she immediately transferred us to Anassa. We were told there was a problem with the sales check. After being on hold for 45 minutes, Anassa told us that someone will process this and call us back in a few minutes. Well, you can probably write the rest yourself, no one called us. We called back at 3:30 pm and the only person we could get to answer the phone was Loss Prevention who said no one was there.

Sunday morning, June 14th, we received a call at 8 am in the morning from Sears Delivery stating that they were ready to deliver the GE Profile washer and dryer that afternoon. I laughed at this point and told her we already had a GE Profile set which we were supposed to exchange with a new LG washer and dryer. I also told her that on Friday, Sears had already delivered the GE Profile set and that it was taken back because it was wrong! My husband spent another day of phone calls back and forth with several different people at Sears with no avail. We were finally told that Sears could deliver the LG washer/dryer on Monday, June 15th, but that we had to go to our local Sears store to pick up the pedestals. We were to call Jonathon (LG Appliance at our local Sears store) to arrange for pick up by us of the LG pedestals. Of course, when we called our local Sears store, there was no Jonathan and no one had heard anything about a pick up.

On Sunday night between 6pm and 9pm, we received a voice mail stating our delivery would occur on Monday, June 15th between the hours of 12:30 and 4:30 pm. About 11:30 am, we received a phone call from the delivery guy stating he was around the corner and would be at our home in 5 minutes. My husband asked him what he was delivering and he said a washer and dryer, but no pedestals. When he showed up, he put the LG washer/dryer in our garage still in the boxes as he could not install without the pedestals. Also, he stated that he had no authority to pick up the old GE Profiles. At this point, we were also informed that the pedestals were on back order until the third week of August. So now, we have the GE Profile set (that does not work properly) in our laundry room and a brand new LG washer/dryer in our garage in boxes. Basically, we were told we have to wait until the end of August to have the entire set installed in our house.

At this point, we called customer service again and spoke with Tamika (again). I asked that the phone call was recorded and demanded to speak to a manager so that I could get a complete refund as at this point, I want nothing to do with Sears ever again in my life! She said that I didn’t need a manager, that due to all the misinformation and problems, she would process a complete refund. She asked if I could please hold, so that she could process this.

After 20 minutes on hold, Angel came on the line and was so completely rude. I cannot even believe it! She said that we were out of the 90 day window for refunds and that nothing could be done. My husband grabbed the phone and asked to speak with her manager. She stated she was the highest level and she didn’t have a manager. He asked her what we are supposed to do with all of these washers and dryers and she curtly replied, she didn’t care what we did. We asked for a phone number for Sears Corporate and an email and all she gave us was an address. She said there was no phone number or email. Then she had the nerve to say, “Thank you for calling Sears have a nice day,” and she hung up on us.

Immediately, I Google searched Sears Corporate and found two phone numbers. I called and spoke with Sandy who transferred me to Tasha. Tasha explained that the refund has to go through the Processing Dept. and was again told a complete refund was not available, but Amanda in processing would refund our credit card $1,000 and then told us we were responsible to find the LG pedestals. Then Sears Delivery called us and said that they would schedule pick up of our old GE Profile set on the 17th. My husband said, “Don’t bother coming unless you have the LG pedestals to go with the new set of LGs sitting in our garage.”

I am sending this information to any and all people who may be able to help me. This is the most ridiculous situation and all we want is a full refund of $3825.29 and Sears can come and pick up both sets of washers and dryers. On top of everything else, FedEx delivered the main panel part for the GE Profile washing machine repair that wasn’t even scheduled. So now, we have that part sitting in the garage with the LG set. Every time we speak with someone new, repeat the same information over and over and we are told a different thing by every person we talk to. We have done everything they have told us, but nothing has been resolved.

My husband was a loyal Sears customer and defended their products when I tried to convince him to buy from another merchant. I went to a home improvement center and priced washing machines. I can get a top loader washing machine and you can nearly buy two brand new washers for the price of the five-year extended warranty. Sears insisted that their one-year service agreement was better than a manufacturer's warranty and that was the benefit of buying from Sears. Eventually, when we called to complain, we were referred to the Sears National Customer Relations office, which provided no solutions. Sears does not stock the quality appliances that they once did, nor do they provide the quality customer service that they once did.

June 2, the next repairman came and ordered additional parts. June 9, the repairman came to put in the parts but Sears sent the wrong parts! I was told that the correct parts would be FedEx-ed the next day and that a repairman would fix the problem the following day, which is today. I did receive the parts yesterday and guess what? Sears told me that I have to wait another week for them to come out and fix it even though they screwed up and sent the wrong parts the last time. It is the biggest mess. I get nothing but lies about how they will try to get someone out by calling the dispatcher. The customer is the biggest loser in the whole story.

I have been without a working washer for 6 plus weeks and no one at Sears gives a care. What is really funny is when I called, they thanked me for being one of Sears' "best customers". I have a chronic problem with my back so I have to be very careful loading the laundry to take to the laundromat 2-3 times a week. I have had to spent about $25 per week, which is about $125 so far.

I spent $365 in laundry services during the seven weeks that my washer was broken and unrepaired. I have four kids living in my home including my husband and to keep up with the laundry without a washer was a complete nightmare. I was physically exhausted from hauling laundry to the laundry mat after working 12 hours shift at the hospital as I am a nurse.