Sears Washers & Dryers Reviews

Every time I had a service call for your techs, the two never came. The other would put me at the end of the day, even though I asked for an a.m. schedule. They didn't show till it was convenient for them, meaning seeing that I am so close to headquarters, they put me last on the list, knowing I have an a.m. appointment. I have been stood up on many occasions. I prepped the area where the machine is in my home and played the waiting game. This type of behavior on your part is bad business. I want my money back. I tried to make it work, but this product, this machine, is just bad.

I need to mention that this is a second home, used seasonally. If it had been used on a regular basis, this would have happened within 3 months. The washer was used for approximately 125 loads. Also, I need to mention that this laundry center replaced a 20-year old unit. Now 6 months later, after approximately 50 more loads, it happened again. I again called my service company, and he was floored that it happened again. He stated he had never seen this happen before, much less twice, and recommended that I contact Sears, stating there was something defective with this machine. I called Sears and have been rerouted 6 times to different people. Sears is absolutely no help! I will never buy another Kenmore product!

We were without a washer from December 13th to January 23, 2009. It took that long to get the correct part. We were told the part would cost $450, but it ended up being $250.00 We purchased the extended warranty because we did not trust the machine & sure enough we have had to have it repaired (another part). After 7 visits from 6 different technicians (one came twice), the machine is still not working right. We have it on a cement floor, checked it with a level to make sure it is level. We have put it on a piece of wood to absorb any vibration, but it didn't help. It does not move until it starts the spin cycle. The machine starts to shake & makes a very loud noise. I can't believe that 6 Sears’ technicians & 2 new parts cannot fix this machine.

I also have a bill in dispute for the past 2 months with Sears Credit. They were supposed to credit my card back $273.77 for the incorrect part. I signed off on a charge of $261.99 on January 23rd, which was customer amount due. I asked the technician if this was all I owed & he said that was correct. I received my Sears bill & it shows $535.75. It looks like they reduced the amount & re-added it in. When I called to ask about the bill I was told that my card was charged $387.83 & they had to investigate what happened. I have the bill in dispute, but I have to pay the minimum balance so I don't get charged late fees. I feel they are stringing me along until I pay the bill. I have made numerous phone calls & they still don't have a resolution for me. I can't believe Sears stays in business the way they treat their customers.

I paid for my appliances in good faith, but have received nothing but a runaround from Sears’ employees. I tell everyone I know or meet, not to purchase anything from Sears. I was a good customer for many years without any problems, until now. I think K-Mart buying Sears was the worst thing to happen to Sears. They have definitely gone downhill. I will let you know if & when I get satisfaction with this problem.

On April 2, 2007, we had to have a repair on the washer's tub. The entire inner tub had to be replaced. The washer was taken apart on April 2, 2007 and was not put back together until the technician returned on April 17, 2007 to replace the bad tub. We were without our clothes washer for 2 weeks. However, the repair on the April 17, 20074 was not performed correctly and the first time we attempted to do laundry, the washer flooded our laundry room. The Sears technician returned on April 18, 2007 and had to order replacement parts for 2 clamps and a bellow. The technician returned on April 24, 2007 to install the bellow and clamps.

Everything seemed fine until we had another leak in October 2007. That occurred right before we left for vacation, by the time the technician was able to come out on October 24, 2007 the washer did not leak again. About a year later, in August 2008, we began to have intermittent leaks from the washer again. We were unable to figure out where they were originating because we would start the washer and then leave the house. When we returned, there would be water all over the floor. A Sears technician arrived on August 8, 2008 but could not get the washer to leak. The technician left and as soon as we started a load, it leaked. We called the technician back and he saw the water on the ground and saw where the leak was coming from. The technician performed a preventative maintenance check (tightened bolts) and left at 2:00 pm.

At 4:55 pm, the washer was still leaking. At this point, we attempted to have Sears replace the defective washer. However, Sears did not want to replace the washer since the intermittent leak would not occur for the technician and the minimum requirements for replacement, 4 part failures during 4 different visits within 12 calendar months had not occurred. On April 5, 2009, while doing laundry, the washer began beeping and displaying a F11 code. After reading the owner's manual and performing the steps it suggested, the code cleared and the cycle finished. The very next load caused the same error to appear on the console, at which time I called Sears to schedule an appointment. The next available appointment was on April 14, 2009, which was over a week away. We were told to continue to use the washer and keep clearing the codes when they appeared.

The codes reappeared on April 6, 7, and 8th. The failure on April 8, 2009 caused an additional code to be displayed, FDL. At this time, the door broke and we were unable to do any more laundry. I called Sears to report the additional code and problem so the technician would have the appropriate parts. On April 14, 2009, the technician arrived and replaced the door latch and door strike plate. He explained that the door latch was beginning to fail and that it was causing the F11 code. As soon as he left, we attempted to do a load of laundry at which point 8 minutes to the end of the cycle, the F11 code reappeared. I called Sears and a technician was sent out the next day on April 15, 2009. The door would not unlock and the controls would not allow us to do anything else, so when the technician arrived, the washer was still displaying F11. The technician explained that there was a problem with the user interface and he would have to order a new part. He scheduled a return appointment for April 28, 2009. He told us to continue to use the washer if we could. Upon researching this error code we have found that it means the following:

Condition F/11- Serial Communication Error; Communication between the Central Control Unit (CCU) and the Motor Control Unit (MCU) cannot be sent correctly. Possible Causes/Repair: check wire harness connectors to the MCU, the motor, and Central Control Unit (CCU); check the drive system for any worn or failed components; check MCU; check CCU; check Motor; check wire harness. Unfortunately, the technician did not check those items and is not replacing those items. So, we are certain to continue to have these problems again and again.

Sears expects me to be washer-less for almost 3 months. Unbelievable! I went online today and found three merchants that have this tub assembly in stock right now. Still, Sears will do nothing and I am forced to haul laundry to the laundromat 3x per week for yet another month. I will never buy anything from Sears ever again - not an appliance nor clothing, not even a paperclip. I will not support a company that has so little regard for its customers and so little willingness to support products that bear its name. It's a horrible company and I hope they go out of business.

I did a little research and saw that there is an investigation for a class action suit for this washing machine and it is very frustrating to me that something costing this amount of money is of such poor quality. Even more concerning is that this is a Sears product and they are not even standing behind their own products. I was told I should have purchased the extended warranty that was almost 200 dollars. It was a struggle financially for me to buy the item in the first place and then to have it stop working less than 2 years later is way beyond frustrating, especially when they know that the machine has had multiple problems.

I also found out that we're not alone in this, NO ONE apparently that purchased these has received them. I was also lied to when I asked them if they had had ANY of these items on Black Friday. I was informed that the first 30 people got theirs. Since we were 5th in line, it was amazing to be told we had ours (interesting since we're still waiting.) Apparently, Sears has no companywide policy for dealing with this issue, because I was told it up was up to the individual store's discretion.

These were Kenmore appliances and I am discouraged with Sears. I think these are reconditioned appliances and it's not what I wanted. I would have bought second hand if I wanted to in the beginning. I went to Home Depot for the rest of my appliances and have no trouble and the whole family will not buy from Sears at all after my experience. Now, not quite a year later, my set still makes strange noises but if they break again, I'll throw them to the curb and go to the Home Depot and start all over again.

I went back to the store and was told and given a slip in writing that the owner (as he had my paperwork) would fill out the necessary paperwork and get the $75.00 refunded. A few days later, the store called and informed me that the owner decided I wasn't getting anything back as the machine was delivered, too bad it was smashed. The credit card won't do anything as it's Sears through Citibank, so I owe $75.00 for NOTHING. What is this world coming to? I am in my 70s and can't believe this.

The bottom line is that I feel like they falsely advertised and subsequently oversold a product that was not available. They have my money and I have no working washer and dryer in my house. They have offered to refund my money but that is not the point and it does not help me buy the same washer and dryer for the same amount now. Lowe's did have it available for that same price but of course do not now. They should stand by their advertisement. I would have never bought a washer and dryer knowing that it was a three month wait!

Well Jan 1, I decided to check on my delivery. No order found, is what I got. Called customer service and was told, “Oh, we cancelled your order on Dec 11”, at least some of you received an e-mail. And here I stand in the same position of the supervisor saying corporate isn't open today, I give them a call tomorrow, and will call back. My friend was lucky enough to go to Lowe’s that weekend and order this set from them. He is still waiting for delivery too. It will be interesting to see if Lowe’s can get them in but not Sears. He cancelled his Sears credit Card, and I will be doing the same. Sears just isn't the same reliable trusting company that it used to be.

We contacted Sears again and told them that we would like to have a new machine, they told us that we were out of our time frame for an exchange. Shortly after that my wife was doing a load of clothes, when she pulled them out they were coated with grease. She then called Sears and they sent a tech out, he said that a bearing had gone out and that was our vibration problem. My wife contacted Sears again and demanded a new washing machine. This time they agreed and sent us a new unit, this was May 15 2008. On October 11 2008 the dryer would not work at all, we contacted Sears and they sent a tech out. He stated that the circuit board had gone out and that it would have to be ordered. It took 3 weeks and 6 boxes of wrong parts to get the dryer to work. The tech that fixed the dryer stated that these were problem units and that we would continue to have problems, as he walked out the door he said that he would see us again.

In that time frame my wife had contacted Sears to see if we could exchange the washer and dryer for different machines, that we felt we had a bad set and would have problems from here on out. Sears denied us our request. Dec 12 2008 we called a Sears tech to repair a control problem with the washing machine, he said the parts would have to be ordered. On Dec 31 2008 Sears tech came to install the new parts, this time he stated that the new parts were defective and would have to order the parts again. He stated that we needed to get some legal help to solve the problem we are having with Sears. Bottom line is that we would like to exchange these machines for different one with Sears. Please help us in any way you can. Thank you.

So we wanted to cancel the order. The woman offered a 10% off the order, for our trouble, and we asked if we would get confirmation of that, she said yes in 12 to 24 hours. Guess what, never got that confirmation, big shock there!!! it took me over 24 hours to even get an email of my original order. So the 15th came and still no call for delivery, my husband was upset, he called our local P C Richard, they had the same washer and better stove, said we can have it next day. I am looking at both appliances from P C Richard right now and I love them. Went placed the order, by the time I got home, they already called to confirm delivery. Woke up today by the phone ringing, and it was P C Richard giving me my 4 hour window, they came at 9:00 am, and I was doing my wash by 10:00 am, imagine that! I called sears.com back and told them to cancel the order, the man informed me that it was still in processing and now claimed my credit card co. was holding it up.

Now a completely different story. I told him if that was true then my credit card company would have called me to confirm it not let it go for days. So I told him to cancel the order, he did, and within 2 minutes I got my cancellation emails on the order. Wow, what a company, they won't process an order like they state, but boy they are sharp when it comes to cancelling. Good business, huh? This negative experience will affect all of sears not just online. It is switch and bait, tell people they can have it next day with a false sense, and then give them the run around. I'll even bet they were out of stock and they kept trying to cover it up and keep me waiting. Also, when the order was cancelled, there was no 10% discount. Showing on the order for our trouble so I expect if the items were shipped that would have been another fight as well to get that.

Terrible business on sears, false sense they give their consumers. Just a complete waste of time. I will be happy to push the P C Richard name to my friends and family. Sears will not get any more of our business and I will advise friends and family of the experience. In fact, I will send out this letter to everyone I know, and all the complaint sites, as well as all the sears departments I find to inform them of this. Thanks for nothing Sears!!!! By the way, I used the same credit card to make my purchase from P C Richard and what a miracle......it went through right away!!!

On July 18, 2008 again my washer was pulling clothing under the tub and the same technician came out that retrieved the clothing and charged us $145.18 and told me that I had to use garment bags to wash my clothes. On the third call to the technician, I asked for a different person and that person said that the wash plate was worn and needed replaced and said that was probably the problem on the first call. He quote us a price of $380.00 for parts and labor on top of the $290.00 I had already spent. We declined this repair and have since purchased a Kenmore HE3t. I intend on purchasing a new dryer in the near future and I believe that the $290.88 that I spent for clothes retrieval was unwarranted.

I went with her the next day. When we walked up, the two sales people we saw were in the process of helping others. We waited patiently (approximately 15 minutes plus). Neither salesperson acknowledged our presence. When one of the salespeople finished, I approached him and asked if he was available to help me. He replied, "I am now off the clock". Neither person had the courtesy to say, "Someone will be with you shortly". I told the salesperson that saying something like "thank you for waiting, someone will be with you shortly," but he didn't say a word, neither did he apologize. Nonetheless, we continue to wait.

When the other salesperson got a chance to help us, he was short and uninterested - possibly because of our selection. What I failed to mention is that we'd gone to Lowe's prior to visiting Sears and the dryer we chose was approximately $39 more at Sears. We told the salesman that and he said Sears would match that price. We went to Sears because we were going to put the purchase on a Sears Credit card. Lowe's had a delivery rebate along with their lower price. Sears said they only match the price, but not the other factors. Needless to say we went to Lowe’s, and got that same dryer for even less off, and the service was outstanding! No waiting, and complete courtesy and professionalism.

Service technicians came out 4 times, did not get the machine to work, asked for advanced payments for labor (to the tune of $154.00!!??), did not know that electronic parts are covered by a 2 year warranty, did not bring or even order the parts required, got different opinions every time as to what is wrong, when parts arrived they still could not fix the machine. This is unbelievable and our trophy front loader still sits there, waiting to be fixed!

The repairman came on Thursday, October 2. He called me at work and said they were not supposed to sell me a one-year maintenance contract for this washer. He attempted to get approval for parts to fix the washer, but they would not approve. He assured me I would be refunded my payment for the one-year maintenance contract in full. Later that day I called Sears Customer relations. This lady told me that they stood behind every product and that my washer would be fixed. She called back later in the afternoon to tell me she had given me incorrect information and that they did not sell service contracts for the Calypso any longer, as of Jan of 2008. I checked with Sears parts dept. and was told that the pump for the washer was $152 including shipping and handling. My husband and I decided the best thing to do was purchase a new washer, which we did last night.

Not only do they talk you into spending money on the extended service plan but to get something repaired you must take off a minimum of two days from work to get the job done, thus losing even more money, potentially $700 for me. One day for them to come and tell you what's wrong, even if you already know what's wrong. They will not order parts until they make a service call. What happened to the days of the service van with thousands of parts on board? And a second day for them to come and make the repair. Oh, the time window for their arrival is NINE HOURS. Quite convenient. Don't forget the extra time and money you need to spend at the laundry mat while your $1,000 appliances are down for the count.

This code has been coming up since the week after I purchased it and I called support they said just turn it off wait 20 miuntes and turn it back again. Very time worthy don't you think? VERY disaapointed in the ONLY new washer and dryer I have EVER bought!

Altogether, the repairs necessitated 4 service calls and 6 trips by repairmen, and each time when parts were necessary, we had to wait while they were ordered. At one point, we did not have a washing machine for 7 weeks. Another service call took 2 weeks to fix. And what a nightmare trying to get through the absurd customer service request line that Sears operates. You are on hold for very long periods of time, and at least once after several phone transfers and 20 minutes, our call was disconnected.

They wouldn't take the machine back under the lemon law. To qualify for that, you have to have 4 repairs each necessitating a replacement of parts, or so I was told. It works now as I write this, but who knows for how long. The repairs were under warranty, but I have copies of the bills, and there is about $950. worth of work done on a $650. machine.

I looked under my washer and found that some how dozens of wash clothes and small items have some how slip down and out of the washer to the floor under the machine this has got to be a fire hazard. This machine is a fraud on the public. It should be recalled and my money refunded. I paid over $1000 dollars for this mess. Sears says I need to wash my washer with bleach to get rid of smelly water, How is that saving water you have to that about every 3 days. My clothes reek even after dryed in dryer. The only reason I bought this is because CONSUMER REPORTS claimed this was a great machine so they should be included in a class action law sue.

I had to take my clothes to a public laudry and guess what that has been the cleanest they have been in 1 1/2 years. So now sears says if they can't fix the problem in four visits due to lemon law that have to replace it. So I'm sure they will never be able to fix a machine that is just a dog/lemon. By the way to get any help or complain to sears they hung up on me or put me on hold at least 10 times and five different numbers. And get this I ask one person what state was I calling they said due to safty reasons they couldn't tell me what STATE. They have that many unhappy customers.

We cannot wash our clothes.