Sears Dishwashers

Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 23 ratings and
120 reviews & complaints.
www.sears.com
smadvisor@searshc.com
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

Most Popular | Newest | More Options >
More filter options:
Dishwasher under warranty and I have had 5 repair visit and still can't use the dishwasher!
Posted by on
TEXAS -- I purchased my dishwasher and paid for the unit, tax, installation, and extended warranty ...all for about $1000. I could have purchased a regular dishwasher for around $300 but thought that this time I would buy what I considered to be "quality Sears product." Prior to this, I had a builder grade unit which lasted for 12 years with no problems.

My problems with this unit started early on when the Sears delivery deposited the unit in the middle of my kitchen and told me I would have to schedule it to be installed. After nearly a week of having to squeeze around this huge box in the middle of my kitchen, they finally came and installed the unit. Not too long thereafter, I had a problem with the water not draining...never had this problem with the cheaper unit. A technician came out and made me buy a dishwasher cleaner and now that is what I have to do every few months if I want my dishwasher to drain. But, that is not the problem about which I am wanting to write today.

Since July 26 the door of the dishwasher does not stay closed. It pops open throughout the wash cycle, which immediately stops the wash. I would turn the wash on at night so that I could unload the dishwasher in the morning before work. In the morning, the dishwasher would show that it had stopped the washing cycle and the light on the front door would just blink. (One technician told me that he had gotten a memo regarding this problem, which affects all of these particular units.)I tried holding the door closed but there is only so much time in the day to hold dishwasher doors closed so that the dishes could be washed and then one has to move on with life!

After waiting some time on the first visit, a technician came and simply moved the inside latch up and down and then said that it would work. It did for a day. Then, it didn't. I called again, and again had to wait hours for another tech. to come. The same one returned and this time said that he would have to order a new latch. He returned but since the washer was working at that time, the decision was made that the latch was not needed and he took it with him.

A week later I called again because the unit was now not even closing without popping open. The next tech. came and began using a drill! He reset the dishwasher so that it was pushing up against the granite counter top. We couldn't close the door at all! Finally, after shoving the dishwasher back, we were able to push the door closed. But, then it simply popped open when the dishwasher was turned on.

Finally, the last technician came on the 16th of September, now nearly 2 months without a dishwasher, and he did nothing. Yes, that is correct. He did nothing. He did not open the dishwasher, did not look inside, nothing. I was to have expected him to arrive between 1 and 5 PM and he did not arrive until 7 PM. He took one look at the outside of the dishwasher and told me that he needed to make a call, at which point he went to his truck and returning after some time, simply told me that someone had ordered a new latch and that he would have to come back another time, and that I would have to contact customer service to arrange the next repair visit, once I received the new latch!

At that point I told the technician, "Enough was enough!" and that this was the 5th visit regarding this problem! Hearing my frustration, he assured me that he would advise a replacement unit to be installed, considering the trouble that I have had with this unit. To his credit, he did call me the next day to tell me that he would call management about the issue. He suggested that I call customer service the next day and that he would let them know that I needed a replacement.

On Friday, September 17, (the next day) I was on hold with customer service for 55 minutes and was told that the unit could not be replaced since the tech who came the night before was not working and they could not verify that he had told me that he would arrange to recommend a replacement unit and that apparently, the tech had not made a recommendation to replace the unit. Instead, I would have to accept that I would have to simply wait for a new latch to be ordered and to call the company when it arrived to schedule another tech. to come out to attempt to repair the unit again. I was then told that they would call me back; that was Friday and today is Sunday afternoon. Still, no Customer Service Management has called me back as they had told me. I was told that my warranty apparently does not allow the replacement. So, what is it for which I paid? Not being able to use a dishwasher for months while the warranty slowly expires? How convenient is that?

It appears that I had bought a lemon. Apparently, Sears was aware of the problem, according to the memo described by the last tech. Does Sears not stand behind their products? Do they not respect their customers? Is it right, that they require a good customer to endure so many attempts to repair the same problem without resolution? Is it right to make customers repeatedly put their lives and businesses on hold while having to wait for someone to keep coming out but not fixing the problem?

With the next visit, it will be 6 times in nearly 2 months that I will have had to await - for hours - a repair technician to come to my home to fix a dishwasher that does not run because it shuts down every time the door pops open, which is every time the dishwasher is turned on!

I must say that I hesitate to ever use Sears products or their repair service and certainly would not recommend them as a repair service, in general.

So, what will ultimately be done? Do I have to continue waiting to be able to use a dishwasher that cost so much money? I am so tired of paying so much money for something that does not work and which obviously could not be repaired by different repair people. I have hardly been able to use this dishwasher for nearly 2 months and it is under warranty! What would you do?
     
Read 8 RepliesAdd reply
User Replies:
Helpful on 2010-09-19:
First, Vienna, I've got to thank you for a very well written review. After reading such, I would have almost agreed completely with your position of having the dishwasher replaced. I say almost because, upon rereading the separate visits which were made to your home, I come to realize that this supposed defective latch had never been replaced. The first call had it adjusted; the second and third ultimately couldn't replicate any problem and, therefore, no latch was installed. The forth remounted the same latch that was already in the dishwasher and the latest was the one which finally said, at the very least, a new latch would have to be installed. The point is that normally one should absolutely expect a replacement appliance after so many service calls. The rule of thumb is AFTER three tries at repair a single problem, the unit is considered unrepairable and replaced. The problem is that a defective part has NEVER been replaced and therefore doesn't necessarily fall within these guidelines. You have to remember that just because a service call is made, the call is not registered as a needed repair. And just because a service call requires a secondary return with a part, it doesn't mean the service call(s) equals two separate repairs.

Searscares will surely be posting some message here soon. I'd ask them about the way they classify a unit as non-repairable and where this classification stands now. I don't think there is anything wrong with allowing them the leeway of replacing the latch. That could be a simple solution, finally, to resolving everything.

Unfortunately, appliance do have problems at times. It doesn't mean the path of getting the appliance serviced and running are not without their own difficulties, but ultimately you should have an appliance you can rely on. The extended warranty itself is not a bad idea at all, as it holds the retailer accountable for having the appliance serviced or, just as financially wise to them, declaring it unrepairable and replacing it.

By the way, I am in no way aware of a defective latch issue that you've been, supposedly told about. I'd like to know the model of the dishwasher you've purchased. Some Whirlpool models are very good, others are still, what I would consider, contractor level appliances. Generally, I like the DU1300, GU2275 or the GU2300. Do you happen to own one of these?
Venice09 on 2010-09-19:
This is a great testimonial for buying inexpensive appliances. It is also one of the worst runarounds I've seen on this site. How much longer do they expect you to wait to have a working dishwasher? Check the warranty yourself and don't just believe what they tell you about a replacement. The reps are skillfully trained and use scripted dialogue to convince you that you have no options. Also, I would advise contacting searscares@searshc.com. They are good at perusing this site for complaints and even getting resolutions. I think everyone would agree that you've suffered enough.
SearsCare on 2010-09-22:
Dear Viennatx11,

I'm Scott with Sears Cares Escalations. I'm concerned with what I read in your post here. I'm sorry to hear of all the trouble your dishwasher has caused you. A repair should not last this long; I definitely can understand your frustration & inconvenience. This isn't how things normally operate within Sears. I'd like to offer assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the dishwasher was purchased under and we will call you at your convenience. In addition, include your screen name (Viennatx11) in the email so we can reference to your case.

Thank you,

Scott J.
Sears Cares
clutzycook on 2010-09-22:
"this isn't how things normally operate within Sears."
Just by looking at all the complaints, it sure seems that it is...
Venice09 on 2010-09-22:
But at least they are trying to do something about it. Scott's on a roll today. I hope the OPs contact him and at least give him a chance to resolve their issues. I wish someone would post updates on theses reviews. Sometimes the results are more helpful than the complaints.

I agree that there shouldn't be so many complaints, but I am still impressed by Sears Cares. They respond more than any other company on this site, and I have seen OPs get results.
clutzycook on 2010-09-23:
I wish OP's would post more updates too. Fixing a mistake is a true sign of good customer service.
2cent-er on 2010-11-08:
so what happened? on the d/w' with hidden controls and bar across the front this is a problem that so far is really hit or miss. it usually happens when the door cable breaks and hinges get slightly bent.on yours because it's so new I would suspect an installation problem. these d/w' have to be absolutely square and level the latch-which is NOT adjustable- is very touchy. W doesn't-at this time-have any fix for these doors popping open. they have another strike avail but most times doesn't work. if they offer you a replacement go with the d/w that has controls on front facing you.less troublesome..the reason the techs aren't doing anything is because, from experience, they don't know what TO do...PLEASE post the final results on this.
Bill Warner on 2013-12-23:
We bought one of these Sears dishwashers in 2008. It worked less than 2 weeks and the door would not stay closed. Sears tech came out and said the latch needed replacing. I complained about it needing a new latch after 2 weeks of use. 2 weeks later, it was replaced. The new one has the same problem but not as bad, it worked good for about 1 year and then opened occasionally. It seems to go through spells where it works good for a couple months and then opens on every use for a while.
I bought this model because I thought the top of the line Sears sishwasher would be trouble free for many years. I will not buy another dishwasher from Sears or anywhere else without a locking lever.
This dishwaher is a P.O.S.
Bill
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Sears May Be The Worst Place To Get Appliances?
Posted by on
Rating: 1/51
AUSTIN, TEXAS -- SEARS MAY BE THE WORST APPLIANCE SOURCE?

- 2 appliance purchases within last 15 months (dishwasher, refrigerator)
- Multiple failures on each
- 3x same problem with Dishwasher, still not repaired
- Long wait time for service tech (1-2 weeks each repair), total wait time 5 weeks in past 3 months
- Without use of Dishwasher for 5 weeks in past 3 months
- Repairs failed first time on both Refrig (Samsung) and dishwasher (Kenmore)
- Repairs failed second time on dishwasher, third time tech came and did not have replacement part (fuse), even though the it was the same part as past two repairs!
- Phone reps are a brick wall, and have no capacity to deviate from script when providing customer service. If it ain't in the warranty contract, sorry Charlie!
- No response from email to corporate headquarters (this was the ONLY way to escalate beyond standard customer service rep)
- Sears processes, procedures, and personnel associated with Customer Service may very well be the worst you will ever experience.
- Sears refrigerator and dishwasher are borderline Lemons, and Sears doesn't seem to care.

NET: APPLIANCES DON'T WORK AND SERVICE IS SLOW AND INEFFECTIVE. IF YOU ARE INTERESTED IN PRODUCT QUALITY/RELIABILITY AND GOOD CUSTOMER SERVICE, LOOK ELSEWHERE.
     
Read 19 RepliesAdd reply
User Replies:
ok4now on 2012-11-05:
I agree. Look who is number one on this site for Most Talked About Companies....Sears! And why is that? They have the worst appliance and customer service reviews. They do damage control with "SearsCare" which is just a smoke screen for their incompetence. This once great retailer is poorly managed and about to go under. Do NOT but their inferior appliances.
SearsCare on 2012-11-05:
Dear Wittville,
My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We aim to provide top notch products and services to all our customers, but from your post it is clear that we have come up short of our goal. We understand how discouraging it is for you to be dealing with the same repair over and over again. We would like the chance to help find satisfactory resolutions to the issues that you are experiencing with both your refrigerator, and your dishwasher.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Wittville) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
wjk898 on 2012-11-05:
Just a warning about ALL appliance purchases these days...no matter where you purchase them just cross your fingers. These are not your parents' namebrand appliances. There is more than a small chance you're going to get a lemon. Read the reviews - and by no means purchase these iffy things from Sears. That's askling for it. Their lack of customer service is now legendary.
t.caldwell on 2012-11-05:
I agree . I will never buy from Sears again.My dishwasher quit working after a couple months. We have been trying to get it fixed for 3 or 4 weeks.Sears does nothing but give you the runaround.Long story but we still do not have a working dishwasher.My parents always bought their appliances at Sears they used to be a good company not anymore . Save yourself the trouble of dealing with Sears don't buy from them.
AlaPaul on 2012-11-06:
I think the quality of the service may be related to where you live. I've never had a problem with them. Also Sears doesn't build the appliances,they just sell them. I do agree though, appliances aren't built to the same high quality of 30 years ago.
Duane Hadley on 2012-11-08:
I used to buy all my appliances from Sears not any more.I don't think its so much to do with Sears. I think it is more to do with the makers of these products.infearer parts they use.
uchu on 2012-11-08:
Agree with AlaPaul. I have purchased appliances from Sears and all seem to be working well *knock on wood*. Sears installation service for the dishwasher was very professional and reasonable, compared to other local vendors. I guess it really depends on where you live (or, as they say, the luck of the draw).
Fred T on 2012-11-08:
I went through 3 fridges with the same very poor quality and service and then the manager of the langley BC Sears tried to ban me from the store after I returned 3 fridges. Their headquarters were just as bad in their handling of the situation and I still have all the documents to show how they treat the customer.Since then I have not bought anything form SEARS for a number os years even if the price maybe lower.
Sears Hater on 2012-11-08:
Yep, I can't stand Sears either and will NEVER buy from them EVER EVER EVER again... and NEVER recommend them to anyone... In fact, I always tell people my horror story with them...
I had so much trouble with a fridge I bought from them last year... I had to return it 2 times cuz it had defects both times!!! The only reason we didn't buy a fridge from somewhere else is that others don't carry a side by side without a water/ice dispenser, I don't like the freezer on top or bottom models either... Sears was the only place that had them...
It took me a month and a half to get a decent fridge, without defects... meaning I had to unload and load the fridge so many times it was SOOOO frustrating! And THEN, to top it off, I had to have a service tech come and drill a hole in the 'dip pan' thingy at the back (on the last fridge) cuz that fridge had issues too... but at that point I was so fed up, I just kept the last fridge... I hope when I go to get my refund on the extended warranty they don't try to screw me out of it, saying I got servicing! Cuz I will LOOOOOOOOSE it !
myexperiences on 2012-11-08:
totally agree. I haven't bought one appliance that last more than 2 years off them since the 90's.
Demi93 on 2012-11-09:
I went through what your going through with Sears with a Kenmore refrigerator. I even finally got help from Brian (who wrote a comment above). He's a nice guy but the extra personal "help" did not cover the crap we went through (or the money). After 20 years of loyalty to Sears and buying my appliances,washers and dryers and lawnmowers from them we said NO MORE. We will be looking for a new dishwasher and oven next but I can promise SEARS will not get us again.

Sad to see such an American Icon die.

Wanda M.
love them bassets on 2012-11-09:
I used to buy all my appliances from Sear's, but after having to wait two weeks each time when my refrigerator stopped running, I said no more and went to Lowe's and have never gone back. I stopped shopping in sear's years ago and have not regretted it. The management team at Lowe's is top notch and any problems get handled with one phone call. Sear's needs to stop selling appliances and lawn equipment and focus on drapes and bedspreads.
At Your Service on 2012-11-15:
I can't say I'm familiar with the Austin, Texas area, but I've got an extensive background with appliances.

I've always found Kenmore somewhat overpriced for the actual product. Kenmore is not a manufacturer, but rather a Sears store/name brand. Do they break? Absolutely. But I'm not aware of any appliance that can't.

It is very true that appliances are not built like those of yesteryear. But, in fairness to all the manufacturers, the pricing hasn't increased over the decades as in other forms of merchandise. Surprisingly, you can still pay about the same price today for a dishwasher as you did thirty-some years ago. The same goes for just about any appliance you may consider.

So what has changed? For the most part, loyalty to the brand. Think about your parents and grand-parents back in the 50s and 60s. Chances are, they were very brand loyal. Certain brands in everything they purchased. Manufacturers grew their market share by building further loyalty from mother to daughter, father to son. Hopefully friends and neighbors found the opportunity to tout their preferred brand during the local bridge game or bar-b-Que. Then the 70s happened. Remember the long gas lines and ridiculous high cost of living increases. All of a sudden, the consumer wasn't quite a brand loyal. Brand loyalty took a back seat to price. Sure brand X was always dependable and lasted a long time, but there was brand Y where we could save a few dollars. No one expected the appliance to break down when it did, so maybe saving the money and trying brand Y isn't a bad idea. Many consumers followed and the successful manufacturer listened by cost cutting any way they could. The average life of appliances went from twenty-five years to fifteen and then ten -- if you were lucky. Manufacturer's warranties, which are a definite cost to the merchandise, got reduced considerably too.

Yep, we were becoming more of a disposable society.

Does the manufacturer make some miraculous difference? Not absolutely. Browse this site or the web in general and there's complaint after complaint of nearly every brand out there. Doesn't seem like any are immune. What about retailer? Retailers can help considerably when reality doesn't match one's expectations. One may generally find small pockets throughout the nation where one retailer does a better job. Nationally, however, as someone else suggested, there's not a single retailer without imperfections. Lowes and Home Depot both have layers of negative reviews here and throughout the web. And yes, along with Sears too.
dijon509181 on 2012-11-15:
It is good business to produce products and appliances that do not last and believe it is done on purpose. Things coming from overseas are not cheaper because they have to be replaced shortly and when you factor in the expense of their defects and short mortality you actually have a high priced appliance or product. I'm keeping my old appliances as long as they will work.
myexperiences on 2012-11-22:
I don't have a Sears appliance or tool I would recommend. Only reason I bought them was based on the reputation they had when I was young (70's, 80's). I don't think any of their engineers actually went to school, because the reasons their stuff breaks is usually such an obvious problem. Control panels directly over heat/steam vents, wires over the hottest part of the unit, thin plastic and cheap connectors on the most heavily used parts, etc. I went as far as write them to apply for a job on their design team, stating I had absolutely no design or engineering skills or training - I'd make a great department head.
Acher on 2012-12-09:
This is not new! I bought my fridge 18 yrs. ago. A month or two out of warranty the ice dispenser starts leaking rusty stains are left visible. Who makes a ice/water dispenser with screws that rust? It would have cost half the fridge to replace or repair. No help from Sears!
Barbara on 2013-01-11:
I purchased a wall oven from Sears in 1989 and it gave great service until 1 week ago. I will purchase another wall oven from Sears and take my chances in spite of all the negative reviews about their products and service.
jessica on 2013-07-23:
Worst installation and customer service I have ever had to deal with. My washer and dryer aren't even installed for me to see if they work well or not. Such a horrible ordeal to go through, being brushed off due to laziness. It's like they found any reason they could not to install it. In the end, I did it myself. Never buy from Sears.
SearsCare on 2013-07-23:
Jessica,
My name is Liz and I am a part of the Sears Social Media Support team. We can certainly understand your frustrations with your washer and dryer installation. We would like to offer some assistance to connect you with a dedicated case manager and discuss your experience to see how we can get this resolved. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the washer/dryer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Jessica) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Close commentsAdd reply
Repair service
Posted by on
QUEENS, NEW YORK -- Today I had a scheduled repair appointment between 8am-12noon. normally get a automated message the day before to confirm, but I did not get one. its now 11am and called the service number the man appoligized and said his computer was slow and then he said down and for me to call back in two hours I explained to him that there was only an hour left of my scheduled appt. he told me to try again in an hour, I called back at 12 this time the representative told me she reached out to the service tech and apologized that I did not get a delayed message she then said he would arrive if it was OK with me at 2pm I said I took the day off for this appt and was willing to wait she then corrected herself and said more like 250pm. I said OK I will wait. at 345 I again called the service # and spoke to a representative who again reached out to the tech who informed her that the appt would have to be rescheduled. I told her this was unacceptale and wanted a supervisor, she told me that the supervisor was on another line and there were two calls ahead of me I waited on hold for almost 15 minutes before the line disconnected and started all over again with a new operator named bridget and gave her the short version and again asked for a supervisor at which point the line went dead. called back immediately this time with a woman named rolan she calls the tech to see if he can come and he tells her that he was at the home and no one answered and I told her that he never came to my door. and at the time he said he is at my door and I am on the phone with Sears trying to rectify this nightmare of a day. if he arrived at my home and no one answered and me here in the house on the phone with Sears and having three small dogs who bark at anyone and anything did not here the man at the door and me on the couch looking at the half glass front door and never seeing him or hearing him ring or knock at the door which is 10 feet from the couch that I have been on when he is a big liar, now I wait for the coustomer service supervisor for another 15 minute before the line goes dead again. I again call back this time I get someone from resolutions named liz from Texas who will try and correct the problem as now I have no date or time when the tech will return to fix the problem. sidebar I hope that you do record these phone calls as my day today should be used by Sears to train the employees on what and how they should do there jobs I have been a loyal customer as was my parents more than 50 years. liz informs me that a new machine will be delivered and installed on Saturday. this was totally unexpected but gratefully appreciated. renewing my faith in Sears, their products and what the company stands for. hopefully all will be fixed in two days or it will be the next chapter o this saga
     
Read 2 RepliesAdd reply
User Replies:
At Your Service on 2011-10-20:
It sounds like a logistical nightmare. Once a technician arrives out the house, if they determine your not at home, there's no chance of having them just come back. This may have been because schedules are, in many cases, routed and depending on the size of area being serviced, doesn't make it easy for them to an area once they've left.

Glad everything sounds like it's being taken care of. It makes me thinks this should have been posted as a compliment instead of a complaint. It's kind of concentrating on the glass being half full instead of half empty.
SearsCare on 2011-10-21:
To Consumer,

I'm so glad that your dishwasher is being replaced and that this disappointing customer service experience ended well with help from our phone representative Liz. It is however displeasing to hear of the nightmare you had to go through to finally get a satisfactory resolution. We appreciate the fact that your faith in Sears was saved because we truly value you as a Sears customer. We would appreciate the chance to discuss your experience further and to make sure that everything ended well and as promised. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Consumer) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Close commentsAdd reply
Can't Repair Dishwasher, Terrible Customer Service
Posted by on
Never have I spent so much time and been so frustrated in trying to get an appliance under warranty serviced. Here's the condensed version (our notes could fill several volumes):

We bought a new Kenmore Elite dishwasher in Feb 2010. Features we wanted were: front controls, SS tub, and TurboZone wash. Got it at a fair price as the new models were just coming out.

After 9 months, dishwasher couldn't complete a full cycle. We researched the web and found out there was a high failure rate with the circuit/control board. Called repair on Nov 30th and told them unit needed a new board. Appointment set for Dec 3. Repairman came and agreed. Had to order the part as they do not stock item on truck. Part to be shipped to our house in a few days and appointment was set for Dec 10th for installation.

Got a call from Sears on Dec 8th to state that part will be backordered with a shipping date of Dec 19th. Delivery could take up to a week. We went to the store to see if we could speed up repair. With the holidays approaching, that was too long in our opinion to repair a Kenmore. We were referred to 'Sears Solutions'. Since the 9 month old dishwasher couldn't be repaired in a reasonable time, we asked for our money back as we would go elsewhere. Sears refused. They did offer to exchange for a model of equal value (not equal features) as they do not carry our model any longer. We refused as the model they offered did not have the features we had with the original. We would have to pay the difference ($200) if we wanted a model with the feature we had currently. Also, had we accepted the lesser model, the warranty with that unit would end when the original one did. We refused and elected to wait for the repair.

On Dec 19th, we received a call and was informed that the part was again backordered until Jan 15th. At that point, we are very upset and were referred to a 'Blue Ribbon' case manager (CP). Since it would be 6 weeks for a repair of a Sears Kenmore (they don't stock parts for their own line?) we again asked for our money back or a model with similar features. Again, we were offered a cheaper model. We asked to speak to CP's supervisor but was told by CP that he was the final arbitrator of our case. At that point we ended the discussion as we were getting nowhere.

On Jan 3rd we received a letter from Sears Blue Ribbon that they have been trying to contact us. We called Sears and was told by a different representative that CP placed in the case notes that he tried on 3 separate dates to call us. We checked our phone records (ours keeps a list of in- and outbound calls, including calls attempted when the line is busy). There were no record of any calls attempted by Sears. We told the representative that unless CP had anything new to offer, we were not interested in speaking with him.

CP left a message on our voice mail on Monday, Jan 10th stating that he was informed that we wanted the replacement dishwasher. We called back to inform him that was not the case and to question him about his 'calls'. We got his voice mail that stated he would return the call by the end of the next day's business. We did speak to a different representative and found out the part is again backordered...now to Feb 15th. Needless to say, we did not receive a return call by the end of Tuesday. By this time we started placing our story on the MySears Community webpages. No one could help us since a case number had already been assigned with a Blue Ribbon representative

On Wednesday, I left another message with CP requesting that he call my cell. He finally did call on Thursday but to my home instead of my cell. My guess is that he would rather leave another message than to speak to us directly. My wife answered the call and asked him about the phone calls that he reported making in his notes. His answer was that he must have 'mis-dialed'. Three times on three separate days? I don't think so. Again his only offer was an exchange for a lesser model. He did manage to say that any letters on the matter written to the president of Sears would end up on his desk. Talk about accountability.

So after 6 weeks we still do not have a functioning dishwasher and will not for at least another 4 weeks (at best). There's no guarantee that the part will arrive by then either. We had had the delivery date for the part canceled 3 times and am on the 4th. Sears apparently cannot stock replacement part for their own Kenmore Elite line. They can't repair their own line in a reasonable amount of time and they refuse to refund our
money so we can go elsewhere. Their only offer is a 'take it or leave it'..accept their offer of a cheaper model or wait endlessly. If I wanted fewer features, I would have purchased a cheaper model.

Needless to say, we will never step foot in another Sears store and have begun to seek a remedy through other avenues.
     
Read 1 RepliesAdd reply
User Replies:
SearsCare on 2011-01-16:
Dear SydVicious,

My name is Scott and I'm reaching out to you on behalf of the Sears Social Media Support Team. I'm terribly sorry you've experienced so much trouble with your dishwasher and repair appointments. I know this is nothing short of inconvenient and frustrating. We'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the dishwasher was purchased under and we will call you at your convenience. In addition, include your screen name (SydVicious) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Sears stole from me
Posted by on
Rating: 1/51
TEMECULA, CALIFORNIA -- On July 6th of 2012 I purchased a brand new Maytag dishwasher at the Sears in Santa Rosa California. It was to be delivered by Sears and installed by the Sears required installer in my home in Temecula, California.. I paid for both the delivery and installation at the time of purchase ( including an installation kit ). The dishwasher was delivered and installed July 16th. Within 2 weeks of delivery the dishwasher stopped working. An appointment was scheduled and after numerous attempts the dishwasher was still not working after 2 weeks. I then went into the Temecula Sears and asked that arrangements be made to pick up the dishwasher and refund my purchase price so that I would be able to purchase a working dishwasher from another retailer which I did. Sears representative Kathy Bradley at the Temecula Sears store made the arrangements and then phoned me to say Sears would pick up the dishwasher on the August 14th. The Action Appliance dishwasher was scheduled to be installed on Thursday August 16th. Sears arrived on August 14th and stated they were unable to take the dishwasher until the installer came to uninstall the dishwasher. I communicated to Sears again that the new dishwasher was to be installed on the 16th. Sears said they would definitely pick up the dishwasher prior to that date. When August the 16th arrived Sears had still not come for the dishwasher and I phoned them to say the Acton Appliance installer had agreed to uninstall the dishwasher and Sears confirmed that was fine with them. The Sears installer came right after the Action Appliance dishwasher was installed on August the 16th and took the dishwasher. He was the same installer that had done the original installation for Sears in July. On Friday August 17th I called the Sears warehouse and asked when I could expect my refund. I was told that they did not have the dishwasher back yet. I told them that the installer had picked up the dishwasher the previous day. Sears warehouse said it could take 3 to 5 days for the dishwasher to be returned to the warehouse and I would be refunded 5 to 7 days after that time. After a week I phoned the Sears warehouse again and was told they knew nothing of my dishwasher. I understand that Sears records their phone calls so there should be ample evidence of all that I am saying. My cell phone records show a log of the numerous phone calls I made to Sears during this time period. I have been promised by the manager of the Sears store in Santa Rosa that my money would be refunded and still no refund. Sears seems to be claiming that their own installer has stolen their dishwasher. Sears appears to have become a disreputable company and I am warning every person I come in contact with to NEVER shop at Sears
     
Read 5 RepliesAdd reply
User Replies:
Alain on 2012-10-22:
Take a moment to go to http://www.dca.ca.gov > 'online services' > 'file a complaint'. That will at least add to the numerous official complaints they already have about Sears. I agree with you about Sear's lack of customer service which is why I don't even consider using their store for major appliance purchases.
trmn8r on 2012-10-22:
Do you have a receipt showing that the installer picked it up? That is the only proof that possession of it has been transferred to Sears/their representative.
Yumm, cookies! on 2012-10-22:
Did you call Action Appliance? Are you sure they returned in the dishwasher to Sears? Could it be Action still has it... waiting to return the dishwasher when Action has a pick up at the warehouse? Did you call Action? Where is their return paperwork from the warehouse?

You didn't let Action take the dishwasher from you without getting a return receipt for it did you?
SearsCare on 2012-10-22:
My name is Tony and I am with the Sears Social Media Escalations team at the executive office. I would first like to express our sincerest apologies for the trouble that you have experienced with getting your dishwasher refund processed. I can certainly understand your frustration with the delay in this process, not to mention the frustration with the warehouse not locating the dishwasher.
Understanding the importance of getting this refund processed, we would truly appreciate the opportunity to speak with you further and be your one point of contact within Sears to ensure that this matter is resolved to your complete satisfaction.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (whereamericashouldntshop) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Tony T.
Social Media Moderator
Sears Social Media Support
j on 2012-11-05:
what's the follow-up with the manager? contact district manager? bbb.org
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Installation
Posted by on
Rating: 1/51
BYRON, GEORGIA -- Sears was vague about what the $119. dishwasher installation fee entailed. I paid the fee anyway. I asked if the installer would have the parts on his truck, they said yes. The installer did not have the correct common parts on his truck and refused to used the parts I found at my house. He said he had to charge me for the 50 minutes it took him to go get those parts. (Now Sears knew what kind of dishwasher I had so how is it that the installer didn't bring the right parts?) This is a scam so beware public. When he finished he billed me another $125. for a fairly simple install.

By the way, Sears charges extra for drilling a small hole in your cabinets to run the drain hose through. So apparently that isn't a part of the basic install. The parts at Lowe's would have cost less than $20. I ended up paying a total of $234 for an install even though the dishwasher was already in the cabinets.

I made my complaint to Sears and wanted a refund for the travel time he charge me, but Sears blew me off even though they outright lied to me about the installer coming with the right parts on his truck.

Apparently I didn't learn my lesson the last 2 times Sears was dishonest, but I have now learned my lesson and will never darken their door again. Our Mall Sears closed down and now I can see why.

To the persons running Sears, your management skills suck big time and this is coming from a person with a masters in logistics management. You can turn this company around if you simply force your employees to have ethics or fire them. But if management has no ethics their employees won't either.
     
Read 5 RepliesAdd reply
User Replies:
tnchuck100 on 2012-06-23:
Typical Sears. Screw you to the max. Personally as soon as this installer began his non-sense Sears would have been the owner of this dishwasher again.

What jerk-weeds!
copper_works_ on 2012-06-23:

Is the a new dishwasher bought at Sears? Or just an install job?
Steve-n-NorCal on 2012-06-23:
This is total BS. In the future do yourself a favor and use locally owned, full service appliance stores. You will get better service by people that value your business
jktshff1 on 2012-06-23:
Good review
Wow on 2013-02-05:
I didn't realize this was so rampant. Sears subcontracts these installation service companies and these companies take advantage of the customers.

I bought a wall oven and when the installer guys quoted me that I "needed" a new gas valve for $300.00 I said no. I do NOT have that kind of money. I refused delivery and am waiting for a refund which the customer service person said. I am afraid they will charge me a "15% restocking fee", though and if they do, I will raise HELL...
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Very Poor Installation/Delivery Complaint Department
Posted by on
Rating: 1/51
NASHVILLE, TENNESSEE -- We ordered the complete stainless steel package from Sears (range, microwave, fridge, dishwasher)and were very excited to finally update our kitchen. The horror started on 5/9/12 when the dishwasher was being installed. The guy installing it broke the water line under the sink (and below the shutoff valve) which caused water to rush out onto my hardwood floors all throughout the kitchen and onto both ends of the rug that border each end of the kitchen. He had to run outside to turn my water off at the street. As my wife expained to me on the phone "it's like someone just dumped buckets of water out onto our floors". This was at 9 'oclock in the morning. When I got home from work at 5, they were still wet after my wife had spent the day laying towels and putting fans onto the affected areas. I immediately called Sears delivery to let someone know what had happened. After being on the phone for 1 hour, getting passed around to 4 different people, the lady finally said that I would be contacted in 4 days by someone and then offered me a $20 Sears gift card. As you can imagine, I was furious as I paid $139.99 for installation and this is what I end up with. As of today, 5/11/12, there are still spots on my carpet that are still soaked and I'm sure there is standing water under my whole cabinet area that the water leaked into because the carpet on the other side of the area is now getting wet. I hesitate to wait 4 days for a "claims guy" to call me with what I assume is standing water under my cabinet area but not sure what else to do. Luckily, my other applicances aren't scheduled to deliver until later this month so those will be cancelled if this is not resolved by then. Just frustrated at this point with the whole situation. I've always shopped at Sears and used to think they were a good company...but this has definitely change my perception on the company.
     
Read 4 RepliesAdd reply
User Replies:
SearsCare on 2012-05-14:
Dear scott.morefield,

My name is Stephanie L. and I am part of the Sears Social Media Escalations team. Please accept our deepest apologies for the troubles surrounding the installation of your dishwasher. We understand your frustrations with the damage that has taken place. We do value you as a Sears customer and would like to contact you and speak to you further about this experience and also to check the status of any claim you may have. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “scott.morefield” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Stephanie L.
Social Media Moderator
Sears Social Media Support
madconsumer on 2012-05-14:
searscare, very best helpful comment!!!!
trmn8r on 2012-05-14:
Another Sears success story.
jktshff1 on 2012-05-14:
How is the shears comment helpful when they ain't done anything?
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Kenmore Dishwasher Function Panel Defect
Posted by on
Rating: 1/51
KING OF PRUSSIA, PENNSYLVANIA -- In June 2010 we purchased a Kenmore Elite dishwasher model #66513102k902 serial # f02117032. Within the 1 yr. warranty period some of the function labels on the control panel fell off and others were loose. Sears replaced the panel free of charge. The technician told me he had serviced similar complaints. Then in January 2012, 1 of the function labels fell off and others were loose. I called Sears repair and was told by 2 different people that since the warranty period had expired we would have to pay for labor and parts. One of the service agents told us to call another Sears department to find out if the dishwasher was recalled. We did, and were told there was no recall. We feel that the function control panel is defective because it does not have a protective plastic covering over the labels. Therefore the labels will continue to fall off. We are very dissatisfied with Sears and the way they have handled our problem.
     
Read 8 RepliesAdd reply
User Replies:
Venice09 on 2012-02-04:
So I guess that means you have to keep paying for new panels or keep buying extended warranties to cover the cost. Either way, you lose and the company wins.
SearsCare on 2012-02-06:
Dear marke,

I'm very sorry that you've had to have your panel replaced with your dishwasher in only one year. I understand your frustration with this continued replacement. I'm especially sorry for the bad customer service you have received. My name is Stephanie L. and I am part of the Sears Social Media Escalations team, and I would like one of our corporate case managers to contact you and go over what options we have to assist. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number your dishwasher was purchased under, and we will call you. Also, in your email, please provide the screen name “marke ” for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
sarah on 2013-03-16:
I agree. I have been weary of the buttons since my husband purchased ours in 2008. It is as if the plastic laminate was sliced on the bottom portion of the buttons as opposed to just creased. We have just been really careful with it, but my 1 year old has discovered this defect and has one by one flicked them off with one gentle stroke of his finger. Very disappointing because we have otherwise been very satisfied with the dishwashers performance.
Helen Mederos on 2013-05-22:
We have had the exact same problem with this dishwasher. The labels fell off, and now some of the buttons do not work! I am calling a repair service today. Our dishwasher is 5 years old.
Dan D on 2013-07-21:
We had the same problem. The dishwasher works fine but the stickers identifying the buttons fell off. I contacted Sears Parts and the tried to get me to buy a new control panel for $81, which presumably would have the same problem anyway. You'd think they could just send new stickers.
SearsCare on 2013-07-23:
Dan D,
My name is Liz and I am with the Sears Cares Team. We are so sorry to hear of the frustrations you have encountered with your dishwasher. We would appreciate the opportunity to discuss your experience and help any way we can to address any concerns you may have. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Dan D), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R
Social Media Moderator
Sears Social Media Support

GeneO on 2013-12-02:
We also have a Kenmore dishwasher mod 665 that has the plastic button covers falling off. I always thought of Kenmore as a quality product but their repair dept seems to think the problem is my fault. If you look on the internet you find that many are having the same experience. Why, why, why would Sears let this bad PR happen? Surely there is a easier fix than blaming the customer.
derekt on 2013-12-09:
This is a design flaw that Kenmore and Sears are ignoring. I have had my dishwasher for 4 years and this will be the third time the panel stickers have fallen off. Every time I call Sears parts department they give me the run around. They have no problem selling me the $120 control panel cover but can't just send me the sticker that keeps falling off. It keeps falling off because the steam was designed to escape from the vents right below the button covers. Sears just says sorry all we can do is sell you another overpriced part. What a rip off. Sears and Kenmore...two American icons dying under their own weight.
Close commentsAdd reply
6th service call today, dishwasher still doesn't work
Posted by on
Today was the 6th scheduled service call for my dishwasher. I received parts earlier in the week and called to confirm I got them. I was told the repairman would be at my home between 8am and 5pm to install the parts. I called about 2pm today to see where I was on the queue and they told me the repairman had called in sick today and I would have to schedule another service call, the next available day was more than a week away.

Each service call, my co-workers have been very gracious to re-arrange lunches, etc. so I can leave at a moment's notice when the repairman calls and says he will be at my house in a few minutes. While I appreciate this, I'd imagine it is starting to get a little old as I now have SERVICE CALL #7 SCHEDULED FOR NEXT WEEK!! I can say if I was someone who had to take a whole day off work to meet the repairman, I'd be even more upset than I already am to have to be taking day #7 soon when two of the calls ended up with no repairman showing up at my house and no notification that he wouldn't be coming.

Apparently Sears doesn't understand that it is easier to keep an existing customer than gain a new one. Over the past 12 years my husband and I have purchased 1 microwave, 1 flat screen TV, Dyson vacuum, 2 refrigerators, 2 stoves, 2 dishwashers, 3 washers and 2 dryers, and multiple Craftsman tools from them. We have never purchased an appliance elsewhere. We love our local Sears, the owners are our neighbors and wonderful to work with. However, when the time comes to purchase our next appliance, we will think long and hard before purchasing Sears again.
     
Read 4 RepliesAdd reply
User Replies:
Venice09 on 2011-10-20:
It's getting to the point where I don't even have to read these reviews anymore. It's obvious that Sears customer service is so severely lacking that even loyal customers are writing them off.
trmn8r on 2011-10-20:
I was under the impression that "Sears cares". Could I have been wrong?
Venice09 on 2011-10-20:
I think some people at Sears actually do care, but their hands are tied. I had hope that Sears would turn itself around, but there is no sign of that in sight.
SearsCare on 2011-10-21:
To amydeihl64,

I'm very sorry to hear of the horrible service that you are receiving from Sears Repair. We appreciate and value your patronage to your local Sears store but for you now to be experiencing these multiple rescheduled appointments, for us this is unacceptable. There are sometimes valid reasons why a repair appointment must be rescheduled, due mainly to service levels in your area, however we should be taking special consideration for customers that have had it happen as many times as you have recently. My name is James and I’m part of the Sears Cares Escalations team and we would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (amydeihl64) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Close commentsAdd reply
Failed to order installation I requested repeatedly
Posted by on
Earlier this year, we purchased a dishwasher from Sears for two reasons:

● Many of their appliances are Consumer Reports Best Buys.
● Their RAD (responsible appliance disposal) commercials generated trust that the old appliance would be recycled.

I especially enjoyed the ad where two teenage boys accuse the Sears delivery person of dumping the old refrigerator he’s replacing. When the man explains the RAD program, the expression of the boy on the left, with one raised eyebrow, is priceless. Unfortunately, we learned first-hand that the truth is far different from the promotion.

When I called to order the dishwasher, I explained to the agent several times that the RAD program was a big reason we chose a Sears appliance. Since I always take time to make sure of all the details, I assumed everything was set the way I wanted it. But when two men delivered the dishwasher a week later, they informed me no arrangement had been made--or even requested--for installation of the appliance.

Minutes later, I was on the phone chewing out everyone, from the first agent who answered all the way up to the supervisor I demanded to talk to. I finally learned Sears no longer installs dishwashers--I don’t know about other appliances, but I’m not about to test them again--so their RAD program doesn’t apply in such cases.

Instead, they depend on another company to do the job, but they don’t volunteer that detail when they sell the appliance. I had to call the other company and set up a date three weeks later to get my new dishwasher installed. You can be certain I made sure they recycle the old dishwasher. Otherwise, I’d have looked elsewhere for the service.

Because I was so adamant and had all the names, dates, and call details carefully recorded, the supervisor did refund our delivery charge, but it barely makes up for the fact that we had to wait a full month until we were actually able to use our new machine. When I shared my experience with my sister, she regaled me with an equally vexing problem she had when ordering a trash compactor from Sears. Our negative experiences apparently aren’t isolated events. Suffice to say, the company has lost a couple of customers from way, wa-a-ay back.

Meanwhile, I have not seen another Sears ad touting their RAD program. I wonder if complaints like mine are the reason the campaign ended. I’m happy they’re no longer claiming something that isn’t true, but do miss that kid with the raised eyebrow.

     
Read 2 RepliesAdd reply
User Replies:
At Your Service on 2011-08-29:
Sears should have communicated with you better. Most retailers contract the installation out. Waiting for several weeks for the installation, however, is unacceptable. Sears should have had another installer in the area to pick up the slack if they were so busy.
SearsCare on 2011-08-30:
Dear allwork4peace,

I found your post and wanted to apologize for the confusion and delay you experienced with your dishwasher installation. We do work very hard to ensure that our customers have the correct information and correct expectations regarding their appliances and installations. From what I have read here it appears that we have failed to live up to those standards for you and that is something we are very sorry for. You, as a Sears Customer, deserve better.

My name is Greg and I am with Sears Cares, a team dedicated to handling escalated issues such as yours. We would very much like to speak with you regarding you dishwasher installation to see how we can improve to ensure this does not happen in the future. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will contact you directly. In the email, please provide a contact phone number, the phone number the dishwasher was purchased under (if different than the contact phone number), and also please include your user name (allwork4peace) for reference to your issue. Again, we are very sorry that this situation has occurred and look forward to speaking with you.

Thank you,
Greg G.
Social Media Moderator
Sears Social Media Support
Close commentsAdd reply
Top of Page | Next Page >