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Very frustrating experience with Sears Delivery
Posted by John92127 on 05/08/2006
SAN DIEGO, CALIFORNIA -- My wife and I just moved to a brand new condo. On April 28, I went to Sears to place an order for a Frigidaire stackable washer dryer combo.

I paid cash and asked for a delivery at our condo schedule for Saturday May 6.
I remember asking specifically if I need to purchase any other part to complete the installation and the seller told me that I didn't need anything.

On May 6 at 1pm, two Sears delivery guys come to deliver and install the unit.
The unit was to be installed on the second floor in a closet.

One of the guy take a look at the closet and told us we need to buy a flexible vent pipe in order to install the unit.

First of all, I was surprised that they didn't carry this part in their truck. After all, they install units like these ones all day long.

I was also surprised that Sears didn't tell me about that when I purchased the washer/dryer combo two weeks ago.

The guy was kind of rough with us and trashed our nice place (We had to clean the carpet after he left).

He told us to go to Home Depot, get the missing part, and then call Sears Customer Service number to let them know that we have the part and then he would come back the same day to complete the installation.
The guy has guaranteed us that, as long as we get the part and call Sears before 5PM, he will come back before 6PM since he was working in the area all day.
So we immediately went to Home Depot, came back home 20 minutes later, called Sears and guess what? The guy never came back.

Talking with the Sears representative, I actually learned that, as soon as the guy went back to his truck, he notified Sears that the appliance had been delivered and that, because we were missing a part, he was not able to install it and someone would have to come back next week!

So the washer / dryer combo is sitting in the middle of our living room since Saturday. We can't move it because it's 400 lbs and my wife is pregnant.

I was really frustrated and called Sears again on Saturday to ask what was going on.
The lady told me that the delivery guys are not employed by Sears but they are contracted. She said she would fill a complain against this driver and she would make it up to us and someone else would come on Monday to complete the installation.
She said we would get a phone call Sunday after 6pm with our delivery time.

I never received this phone call. I called Sears again first thing Monday morning,
The lady tells me that her computer is showing that the item has been delivered and so she asks me why I am calling ! There is not a single note about how the driver screws the installation, left the unit in our living room and trashed the place.

This is totally unacceptable! With no doubt, this is the worst delivery and customer service experience I have ever seen.

I had 2 others deliveries this weekend (1 furniture store and 1 mattress store) and everything went smoothly. Nice and polite people who both made an inspection before they left to make sure they didn't do any damage.

I am very frustrated and for sure, I will never buy from Sears again.

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Posted by Anonymous on 2006-05-08:
It's hard to bear the suffering Sears cause's it's customers. Since you bought from an independent furniture and mattress store's maybe you can find a mom and pop shop that deals in small appliances. If you do ask about their warranty. Sear's
ranks up their with complaints on small appliances, and I don't think it's going
to change for the better. On the other hand your posting is a good alert. Some may raise their hands in support of you. Good luck.
Posted by Anonymous on 2006-05-10:
Here's some additional info. for San Diego residents though national user's can search google for their local Better Business Bureau.
or http://www.sandiego.bbb.org
I use these sites and promply look up the record of the company - quality and service.
Posted by Chickeewaawaa on 2006-05-16:
I feel your pain - read my run in with them! Seems like they like to use the "Sears contracts the deliveries out" excuse as a reason why they can get away with the crappy treatment in the delivery department - not to mention the rude, uncaring, unsympathetic, liars and incompetants they hire in the customer service department.
Posted by weasely on 2006-09-09:
I totally sympathize with your dilemna as I have an almost IDENTICAL story !!! Mine also involves a stack washer/dryer that has now been sitting in my living room for over 2 weeks. This company has the most inconsiderate, unaccomadating customer serice or delivery center I have ever encountered. They just don't care !!! Their philosophy seems to be that no one else's time matters -they will deliver and install only when they're good and ready!!
Posted by DianaSimonson on 2007-08-16:
I agree that Sears delivery is despicable. They damaged the doorway in our 150 year old home jamming a refrigerator thru the wrong way despite instructions with pictures taped to the front of it. Inexcusable. Read more about that at http://www.vivaladata.com/searssucks.html.
Posted by mel mel on 2008-10-11:
i feel your pain, what happened to sears?? customer servic??
i know see the readon sears has the largest scratch and dent showroom ever !! makes since, sad but it does now! i think they should just have that store open as everything will end up there becuase the delivery company's sears sub contracts out to do not give 2 licks about the sears customers...SEARS PAY ATTENTION......!!
Posted by mel mel on 2008-10-11:
i feel your pain, what happened to sears?? customer servic??
i know see the reaSon sears has the largest scratch and dent showroom ever !! makes since, sad but it does now! i think they should just have that store open as everything will end up there becuase the delivery company's sears sub contracts out to do not give 2 licks about the sears customers...SEARS PAY ATTENTION......!!
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Kenmore Elite Oasis HE Washer and Dryer
Posted by Waoufcons on 04/27/2012
HUFFMAN ESTATES, ILLINOIS -- Regarding Kenmore Elite Oasis HE Automatic Washer model # 110.28062800 and Dryer model # 11078062801.

This is how my complaint went about this no good set that we paid $ 2074.03 for. BUYER BIG TIME BEWARE.

Dear Mr. [snip],( President and CEO ) April 9, 2012.

On December 26, 2008 we purchased the Kenmore Elite Oasis HE washer and dryer mentioned above. We paid $2074.03 out the door for the set. We were told they were the top of the line best set out there for our needs ie doing a lot of laundry for a family of 4. The dryer began giving us problems by February of 2009 with different codes coming on the panel. Sears sent service out to check it and the dryer was replaced. In April of 2009 had to call Sears again on the brand new dryer the codes started coming on the panel service comes out and their comments were " CK operation and connections to control unable to verify problem. Service came back in July of 2009 and the Technician comments this time were " Unable to diagnose : was unable to duplicate complaint at this time. Checked air and temp. ok." The request for service both times were because a load of laundry had to be dried three times in order for it to be completely dry, again with codes coming on the panel. Finally in February of 2010 the clothes while drying a short period of time were too hot to touch, I am thinking this cannot be safe. I call Sears and am informed that it is no longer under warranty. The warranty ended with the first dryer in this house which meant the two years was up in December. Not February when the dryer was replaced with a new one. I figure I am not going to pay a high service call along with parts to fix it. I just watched it close so the clothes would not catch on fire and basically lived with it.

Now my washing machine is junk too. It became so loud while in any cycle and the spin cycle was louder yet. Under the machine I find this oil ring made when the tub was in the spin cycle, photo's enclosed. Thank god that was on tile and with a little rubbing it came off. And right after that the machine started to leak warping my floor molding next to it, it was a mess to say the least. I called Sears about my washing machine making loud noises back in October of 2011 and I was told no longer under warranty. The beginning of January of this year I call Sears again to see if maybe the cost would not be so much to fix the washing machine and they then told me the warranty had just expired and had no record of me ever calling in back in October of 2011.

I started looking online in November of 2011 to see what people were saying about the washer and the set, just to see if maybe this was just my bad luck, I was shocked to say the least there are thousands of complaints about the washer and dryer. Complaints dating back to 2005. Many unhappy customers who had pretty much the same issues when it came to codes on these panels etc. I start getting warranty stuff from Sears on the washer as I said so I look again in January what kinds of issues and problems the public has had. And today some more research. OMG it is crazy, many more consumers complaining. Enclosed you will find copies of some of what I found. Scary. I cannot believe we paid $ 2074.03 for a brand new top of the line washer and dryer, with the dryer being replaced within two months, and they have both failed all within 3 years. We have now purchased a brand new washer and dryer from Best Buy. The Sears set is sitting in our garage when asked if we wanted it hauled off our answer was NO. I need this set as proof of the hell we have went thru owning an expensive washer and dryer from Sears.

To resolve this problem, I would appreciate my money back and for Sears to come and pick up these machines and study them, figure out what is going so wrong with this brand. Copies enclosed as stared above, along with receipts. Also you will find an extra letter on more of Sears products that have failed for us. I do not know what this company has become but I am not going to settle for a washer and dryer set failing so badly in such a short period of time. IT IS NOT RIGHT. I have to add, my mother had a Sears washing machine for 35 years. It started rusting in places but worked perfect NEVER SERVICED. Do you know what did it in??? Water in her basement after a bad spring snow melt. And I have to mention this also... She still has the same Sears Garage Door opener installed in 1973. Same controls that are now held together with black tape. Has never had it serviced. My point Sears used to be good. It was a household name that meant something. You could depend on Sears for everything and trust it to last. Maybe not for 30+ years in today's world but a little better than 3 years.

Today's Date April 27, 2012 I got a call from a representative from Sears two days ago on behalf of Mr. [snip] as he will not respond himself, I was told. So very sorry about all of this but unless Sears comes out to repair and repair and there are service calls and service calls there is nothing they will do about this. Where as if there were techs out at our home constantly the machines would have been replaced. I ask how come there is no record of my calls on the washer?????? She could give me no answer other than sorry.

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Posted by AtYerService on 2012-04-27:
Please post some of these photos so we can have a look at your problems.
Posted by KevinTX on 2012-04-27:
As I tell everyone on this forum, Sears is very good at responding to THIS forum, so kudos for posting this very well written review. We too had issues with our Sears products (incl. washer, tractor, 19.2V batteries etc..) and in EACH case, Sears has come through and helped us. They DID repair our washer even though it was NOT under warranty. A $1000+ repair cost me under $200.

Kudos to you for keeping the units.. smart move, Maybe Sears will take you up on the offer since their many techs were unable to fix it... shoot, maybe consumer reports would appreciate the units :)

Good for you, and hang in there. I wouldn't hold your breath for the $, as Sears needs every dollar they can count to stay out of the black.. all of these complaints certainly can't help. I learned that Sears appliances, are actually Whirlpool and a few other brands... I think THAT is where Sears went wrong. Re-branding other manuf' brands that apparently were NOT up to Sears' standards and now Sears is paying for it.
Posted by SearsCare on 2012-04-30:
Dear waoufcons,

My name is Stephanie L. and I am with the Sears Social Media Escalations team. We regret to hear about the frustrations you have been through surrounding the multiple repairs on your Kenmore Elite Oasis washer and dryer. Your concern is understandable when it comes to the life span, our appliances do come with a 1 year manufacturer warranty. To better understand your situation and to go over whether you had additional coverage or not we would like to contact you. 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 the washer and dryer 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 waoufcons 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
Posted by MrsSears on 2013-06-22:
Same piece of junk dryer! Had numerous service calls, no fix.
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Irresponsible Service Department
Posted by Madashe** on 04/10/2007
LITTLE ROCK, ARKANSAS -- I bought a Kenmore Dryer, 3/31/07 on sale for $399.00 because after 30 years of doing business with Sears I trusted their product and their service department After the added charges of delivery, installation, taxes and $10.00 fee to haul my old dryer away my bill came to $526.00 for a dryer I could have purchased somewhere else cheaper. When I purchased the dryer the salesperson ask me 2 times what kind of plug-in the dryer would require, 2 times I told him a grey wire 3 prong. It took 10 days for delivery, when they delivered the dryer they had the wrong plug-in on the dryer, they brought a dryer with an L plug. Instead of taking the dryer back and bringing me the correct one, they told me they couldn’t replace the plug-in because they weren’t electricians, I can understand that, that’s why I order the dryer with the 3 prong, so I wouldn’t have to deal with this. They sat the dryer down, and left, with me to have the correct wire replaced and for me to then install it. My son did replace the plug-in, no problem; However, they did not set the dryer and in the space provided for the dryer there was NO way I could attach the vent hose and get it in the space, it stuck out into the hall and the doors wouldn’t close, so I called Sears delivery. After talking to the third person, being told they couldn’t come back out for yet another 5 days I said, the dryer is sitting in my hall way, so I ask them to just come pick it up and I’d return it, that too would have transferred me to another department for scheduling a return pick up, At that point my phone died, yeah good day, so I called back only to get someone new, in another state, and the process started all over again, after 1 hour of being transferred from person to person, department to department I just hung up and called Sears where I purchased the dryer, I told the girl my story again, she said I needed to speak with the manager of Applicance department but he wasn’t in but she would have him call me we he arrived, she called me back later to tell me he wouldn’t be in but she had spoken with the Store Manager his suggestion was that I call and get someone else to fix the problem and they would give me a gift card, excuse me, they wanted me to call someone else, pay again for someone else to fix their problem and they offered me a gift card.

The bottom line is: Sears doesn’t care, they no longer care about the consumer, or the job of their services people, the service department only does what is just expected of them, managers no longer take the responsibility of the standards of their people or their job, Sears no longer takes the responsibility for it’s product or for the people they hire.
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Posted by rhondam718732 on 2007-04-10:
For me, it has almost gotten to the point that I don't want to have anything delivered. I would rather my husband have to haul it home and do it ourselves. With delivery costs, scheduling nightmares and ignorant delivery/installer, it's a joke.
Posted by dfields on 2007-04-11:
i agree rhondam! consumers DO NOT get there money worth nowadays.
Posted by mtrtrndman on 2007-09-24:
all of this frustration because you couldn't move a 70 pound dryer 2 feet to get it out of your way. oh my gosh what kind of people are out that that demand that companies worship the ground they walk on.
Posted by Slimjim on 2007-09-24:
Sears always seemed to have the policy of not attaching dryer cords on site. Probably because they farm out deliveries. We never had a problem letting our drivers do this simple task and it benefited the customer since we could use the existing pigtail from the old dryer, providing it wasn't damaged and there was a dryer there to come out. Again, another benefit example of buying from an independent servicing dealer. In your case it looks like Sears put a range cord on the unit or your house had the wrong amp plug configuration.
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Stay away from Sears!!!
Posted by Newlykrupp on 11/30/2006
MOORPARK, CALIFORNIA -- I am in the middle of a nightmare with Sears. Beware before every purchasing an appliance from them.

In July of 2006 we purchased the top of the line washer and dryer, with the extended warranty pack to the tune of about $3400.00.

Orginally, the dryer door kept poping open. Sears came and fixed it by bending the door frame. Soon after the dryer started making a strange noise. Turned out that it had a faulty ignitor which is a FIRE HAZARD!! Sears replaced our dryer. Great!

We are now on dryer #2. The control panels have suddenly stopped working. If we push one button, either nothing will happen, or another area will light up.

Sears sent their repair guy out. This is now the 5th visit we have had from Sears since our original purchase. He informed us that it would be a few weeks to get the part in. So we are basically without a dryer.

I have contacted Sears over and over again and I am hitting one door after the next. I am requesting that they return both my washer and dryer and wave the 15% restocking fee. They refuse. The most current offer is to replace the dryer AGAIN. That would make it our 3rd dryer in a 4 month period.

As for the washer, we were told that we were buying the quietest unit. It even has a special quiet pack, we were told. Beware when you go into Sears for a demo. The washer does appear quiet when there is nothing inside of it. When you put a load of laundry in, it sounds like a train is going through your house! Oh, and part of the sales pitch is that 25 towels can fit inside the washer. When I confronted a sales associate about the false advertising of the washer, he informed me that 25 towels could in fact "fit" into the washer. Tricking wording.... even though 25 towels may "fit" in the washer, there is no way that 25 towels could be washed at the same time!

Forget trying to deal with One Source, they send you in circles and do nothing to help resolve the problem. I even spoke with one woman named Glenda who refused to transfer me to her supervisor. She said she was the only person that I could speak with regarding my washer and dryer.

This was a very expensive lesson to learn. But we will never purchase anything from Sears again and will make sure that our story is told to everyone possible.

Do yourself a favor, never shop at Sears!

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Posted by Extended Warranty on 2006-11-30:
Just so you know, no retailer would refund your money. You would probably go through the same experience anywhere else, probably worse.
Posted by Anonymous on 2006-12-01:
It happens.
Posted by Slimjim on 2006-12-01:
Sometimes bad luck is the culprit. Remember, they sell this laundry pair everyday and you know it can't be failing like this for a lot of customers or it would be off the sales floor. Take the new dryer deal. They could just say they'll fox it again, so this is a compromise and as EW said, the best they are going to do. I'm betting (hoping) you have good luck with the third one as three's a charm they say.
Posted by ashleyscomplaint on 2006-12-02:
i'm having the same problem with my kenmore elite dryer. totally unimpressed/disappointed with sears' lack of response/customer svc. good luck.
Posted by MelG on 2006-12-17:
I'm having the same problem with the Late Great Sears.
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Sears Bad Warranty, Customer Service and Products
Posted by S_mcgrone on 10/12/2012
HOFFEMAN ESTATES, ILLINOIS -- My name is Shanika Case# 6012378. I am appalled by the lack of customer service at Sears from the local store to the representatives over the phone and managers from the executive office. I spoke to a case manager by the name of Ikhlvs [snip] who for starters barely speaks English. He is the rudest person I've spoken to in the last month from Sears. This case manager not only falsified his remarks in regards to my dealings with the 3 technicians that came out to my house and left me with broken appliances still and tried to persuade me to pay for services that weren't rendered.

He also bluntly told me that my service wasn't important and that he has better things to do. I spoke to a Supervisor by the name Alicia who promised she would call me back and now she is unavailable at all times. Now they are giving me more of a run around. Voice mails..."she's not available right now"..." Just the worst EVER! I bought a full high end (SUPPOSEDLY) laundry appliances less than a year ago and is still under the manufacture warranty as well as the extended service plan. The appliances were over $2,000 was all Kenmore. It has taken Sears so far over 4 weeks and I still do not have a repaired washer and dryer. I’ve spent hours on the phone with them trying to get a simple repair. I was promised numerous times that someone would call me back within a certain amount of time and not once did they ever do so. They are the most incompetent people ever. First they sent a repair guy out and he couldn't even figure out how to turn the washer and dryer on to see if it worked. After I showed him how to do that, he said 'yes, washer and dryer doesn't work". He said he had to order parts and that I would have to pay for them and the travel expense. I declined not to order the parts due to the fact washer/dryer is covered under warranty, the technician became angry and demanding I had ask the gentlemen to leave. After many more hours, (I'm serious about that, hours!!) of phone calls and unfulfilled promises later to the national headquarters and I’m still without working appliances. I feel that I’ve made a legitimate complaint to Sears about the conduct of a Sears employees via phone and that was dispatched to my home to perform maintenance on my washer and dryer and they still display lack of responsiveness and lack of accountability.

Today is October 12, 2012 and here I m still fighting with Sears for justice. After months of leaving messages waiting for the supervisor Alicia [snip] to call me back I finally was able to speak to her on today which she acted like to have no memory of our original conversation. Ms [snip] was suppose to be researching and attempting to collect the receipt for my purchase. When I asked Ms [snip] if she could tell me what resource she done and what location she attempted to contact(even thought the warehouse/Outlet) is closed, she provided me with a number and said she do not know what store that number is for. Bottom line she has not attempted to verify any information or assist me. When I cough her in her lie she begin to get angry and started to repeat things about the technician coming out. Sears is a freaking joke and I am not stopping.
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Posted by SearsCare on 2012-10-15:
Hello s_mcgrone--

We apologize for any frustration you have experience about your Kenmore washer and dryer. We have forward you questions and concerns to your case manager for further assistance. Thank you for being our Sears customer.

Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support

Posted by Jeff Smith on 2013-02-25:
My wife and I have also been loyal Sears customers. Given our last Kenmore washer/dryer lasted 19 years and a garage/shred full of Craftsman tools, its been a family tradition. Seven months ago, purchased new washer and dryer and watched a dysfunctional company at work: sales doesn't communicate with the warehouse which refuses to communicate with those who deliver product. In short, heartburn and missed delivery appointments. Surprisingly, the washer broke and witnessed the same travesty again. Repairman shows up a week later without the diagnosed part. Orders part, but it never arrives at our home. A week later, find part won't ship for a month. To their credit, Sears offers to replace washer machine, but just like seven months ago, they make delivery appointments they fail to follow up on. We call "Customer Service" and they can't seem to communicate with the warehouse or the delivery entity. In the end, we spent $2,400, contacted Sears customer serice and still have to visit the Laundromat. My Kenmore Complaint Record is 6376280.
Posted by Don on 2013-08-15:
Approximately a year ago we purchased what we considered an expensive bed from Sears home store in Kelowna BC. When you delivery people delivered our new bed and took our 10 year old bed away, we told them that bed was a great bed for 10 years and they said “These new beds will never last 10 years!”

It didn’t, the first bed we purchase from Sears for $1551.00 lasted 3 months and it started sagging in the middle even though we are not huge people. Sears sent out a furniture medic and he agreed it was crap and sears replaced it with one for $2237.00 which we had to pay the difference on. This one lasted LESS THAN ONE MONTH and the sides on both sides started to collapse. Sears replaced that one for $1411.00 which we got money back from the other one. The bed lasted less than 6 months and the sides were already collapsing and the middle and both sides were starting to sag and for this kind of money there is no way we were putting up with that.

On June 9 of this year Sears delivered what they call their Eleoquence bed for $1583.00 , which we had to pay more for and it is a TOTAL PIECE OF CRAP as it feels like you are sleeping on a bed that is 20 years old instead of an expensive bed 4 months old. It has gone really soft and it just feels cheap, cheap, cheap and is worst than our 10 year old bed that started all of this.

The new manager that they have at the Home Store in Kelowna is as useless as these beds are as even though after talking to customer service and listening to all of their lies they told us, this manager won’t do anything as he is afraid for his new job he just got and doesn’t want to rock the boat. So we are just being totally ignored.

We now want all of our money back and Sears can come and get this crappy bed out of here and we will purchase one from Sleep Country, which we should have done to start with. Any one that purchases a bed off of Sears is nuts!

We are sending this to the BBB and all the complaint boards on the Internet and if that doesn’t get Sears to honour their commitment to us, we will definitely see them on TV and in Court!
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Sears seriously endangered the lives of a Ladera Ranch, CA couple and refuses to respond
Posted by Sears Endangered our lives! on 03/26/2010
3333 BEVERLY RD., HOFFMAN ESTATES, ILLINOIS -- We purchased a Samsung Steam Washer and Gas Dryer from Sears and had Sears Home Delivery install it using a 0-18" Periscope/Dryer Vent Kit which was highly recommended to us by several Sears representatives and purchased at my local Sears store in Laguna Hills, CA. I was so excited when these beautiful appliances arrived on Sunday March 21st, 2010. The tragedy that followed is HIGHLY DISTURBING. I'm still traumatized even as I write this. Sears could have killed me and my fiance as a result of a bad installation and the bad part I purchased from them- we were exposed to BOTH Carbon Monoxide and Gas (nat.) leaks for almost 22 hours!. Even worse, I discovered that the dryer could've exploded on me while I was trying to use it that same evening. I had to go to the Emergency Room and am by the grace of God LUCKY TO BE ALIVE TO TELL YOU THIS STORY. CLEARLY, Sears installers were negligent and the bad periscope I purchased from Sears created this DEADLY situation. You would think a company like Sears who I always believed was the "go to store" for appliances would try to take responsibility or comment or try to address our near death experience in an expeditious manner. INSTEAD, they are ignoring our repeated inquiries regarding this situation and what they plan to do about it and it just seems like they're hoping this situation will just disappear and we'll get so frustrated that we'll give up trying to contact them. Numerous SEARS representatives keep trying to pass the blame off entirely on the third party installer- DIACOM, Santa Ana, CA. ALL I KNOW is that when the installers came into our home, they represented themselves as SEARS. I BELIEVED THAT THIS WAS SEARS. SEARS NEVER told me that they outsourced the work to another company to do the installation. So, even though the products, part and services were purchased and performed by SEARS- I now discover that they hired some other company and SEARS is trying to tell me that SEARS is not responsible and that the problem was not because of the flimsy part they supplied. I've been trying to contact SEARS for AN ENTIRE WEEK and I'm getting nowhere!!! They don't want to accept ANY responsibility for what happened to us. HOW IS THAT RIGHT?!?!? We are the victims here and its sadly become our job to hunt someone beyond customer service to contact us. I have filed case numbers and claim numbers and have talked to at least 20 people with no result!!! NO ONE SHOULD HAVE TO PUT UP WITH THIS AND I HOPE THAT I CAN HELP SAVE ANOTHER PERSON FROM WHAT I EXPERIENCED. SEARS is irresponsible, not technically skilled, and trying to get away with causing possible serious injury and risk of death to people like my fiance and I.

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Posted by Skye on 2010-03-26:
This scary, and I'm glad you and your fiance are ok. I think you should gather all your documentation, that shows Sears is at fault, and contact an attorney.
Posted by GenuineNerd on 2010-03-27:
MY advice would be to first, contact an independent appliance installer and have the washer and dryer properly installed and vented, then take legal action against Sears and the third party installer who did the job wrong, thus causing carbon monoxide problems in your home. Even if you can get Sears to reimburse your expenses in having the appliances properly installed, that would help.
Posted by Venice09 on 2010-03-27:
I am completely on your side here. When Sears sends someone to my home for a repair, installation, etc., I hold Sears responsible for the outcome.

Assuming you have documentation of the bad installation and part, I would contact an attorney and pursue this to the max. Your life actually was at risk, and I wouldn't be satisfied until Sears took responsibility.
Posted by Anonymous on 2010-03-27:
Well, if they advertise a 3rd party installer, which is what a lot of appliance retailers do, then the installer is liable. If you buy something from me and I recommend someone to bring it to you and they crash into your house, I am not liable, they are.

Of course, McDonalds gave how many million to a woman who put hot coffee between her legs? This is America where you don't even have to have a hand in trouble to be responsible for it.
Posted by oversellsears on 2010-04-22:
In my opinion Sears is no longer a place to purchase appliances. Poor service and in your case total lack of responsibility for almost causing death Thank God you are both alive. Sears states Sears installation and that is what it is. Get a lawyer then Sears will listen.
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Posted by Katiekid82 on 12/21/2009
WILLIAMSVILLE, NEW YORK -- My parents bought a washer and dryer from Sears a couple weeks ago. They got them home and installed and we all LOVED them-- they were fabulous- 2 days after using the dryer- it stopped working. It would make a clunking noise and stop spinning. So my Father called Sears and they sent out someone to fix it last week. The guy (Todd) came out and said he needed to order a part to fix it and it would be in Friday- 12/18/09. my parents not having much of a choice agreed and put aside more of their time to wait around on Friday for the dryer (which is in about 10 different pieces right now) to be fixed. well the part never came in and my dad is obviously very upset. so he called this morning and found out that the part wasn't even SHIPPED from CALIFORNIA (we live in NY) until SATURDAY 12/19/09 and it was shipped GROUND instead of "emergency shipped" which is what they were told would happen.

We have 6 people who live in this house, we haven't had a dryer for over a week now and we are NOW being told that we WONT HAVE A DRYER UNTIL THE 29TH OF DECEMBER!!!! MORE THAN 10 DAYS AFTER THE ORIGINAL DATE THE PART WAS SUPPOSED TO COME IN!!

I find this completely ridiculous. I'm moving from my parents house in the next couple of weeks into my own home and I can assure you that I will be buying NOTHING from sears. When my father called about the dryer this morning he was told there was nothing they could do about it! At this point you should give them a new dryer and we will give you the part to fix the dryer once it comes in...
LET ME REMIND YOU AGAIN- 6 PEOPLE IN ONE HOUSE AND NO DRYER- YOU SHOULD TRY IT SOMETIME- Its going to take us forever to catch up on laundry!

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Posted by warddw1526 on 2009-12-21:
Mistakes happen, and you have to face the consequences from Sears mistakes. It does not mean they lied to you, just means that the order was not set up properly. And you are right, your parents are owed something, but not till the part is installed and working. Then, they can look at some sort of compensation.
Posted by Anonymous on 2009-12-21:
It sucks when your dryer stops working, especially a new one.....I would be upset too....Do you have a laudromat nearby? I would wash my clothes, then head to the laundromat to dry them. Im sure its an inconvenience, but better than wearing stinkies....:)
Posted by Nohandle on 2009-12-21:
I don't think it matters if there is one person living in a household or half a dozen. The fact remains a brand new washer and dryer were purchased and 2 days later the dryer stops working. Come on Sears step up to the plate. You sold it so look after the customer. What happened to the "Satisfaction Guaranteed" you once had? I should not have to take my wet clothes to a laundromat any more than I should be expected to make arrangements when a brand new refridgerator quit working after 2 days.
Posted by Slimjim on 2009-12-21:
Not making excuses for them but it is a Samsung that was purchased. Usually a bit more of a risk in getting parts quickly on foreign brands. I bet they wanted to sell you a Kenmore as it was. Hopefully once they get it working, it won't give you anymore issues.
Posted by Nohandle on 2009-12-21:
Slim, I wouldn't know the difference in a Samsung from a Samsong. The issue is Sears sold the appliances. I wonder if the customer was told there was difficulty getting parts before he purchased the appliances? Most times folks don't even think about replacement parts for a new appliance at the time of purchase. I have learned through the years that GE parts, although readily available, are generally overpriced so I steer clear of buying that brand. That's a lesson I learned the hard way.
Posted by PepperElf on 2009-12-21:
Sam Song... isn't that "As Time Goes By"?

Posted by Anonymous on 2009-12-21:
You get better results from 'full service' appliance stores.Sears only cares up until they have your money...
Posted by Skye on 2009-12-21:
B/A Steve, aka Trainwreck!
Posted by Anonymous on 2009-12-21:
Well, after 2 days they should have replaced it since it is well within the return policy. However, they are justified in asking HOW much is being put in at a time etc...

Also parts usually come from the manufacturer, and no retailer can make them send them any faster.
Posted by SearsCare on 2009-12-22:
Dear KatieKid82,

We are sorry to hear about the trouble you are experiencing with the service of you new Samsung Dryer. We strive at completing our service calls in a timely manner to avoid inconveniencing our customers and we have clearly not done this for you. We would appreciate the opportunity to assist you in resolving this service issue. My name is David and I work for the Sears Cares executive team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and the phone number the dryer was purchased under and we will call you at your convenience. In addition please include your screen name (KatieKid82) in your email so we can reference to your posting.

Thank you,

David V.
Senior Case Manager
Sears Cares
Posted by qualityappliance on 2009-12-22:
You should try calliing an independent Samsung authorized service company in your area, they may have the part in stock. However, many service companies refuse to work on machines after Sears/A&E have screwed them up.

Good luck and let us know how the repair turns out. My bet is that when the part does arive it will either be the wrong part or not fix the problem.
Posted by Katiekid82 on 2009-12-23:
I have received a response from Searcares in relation to this posting, hopefully this will help the situation... i will update with the new information
Posted by Katiekid82 on 2010-01-10:
Well my father has been in contact with sears and they finally did receive a part in the mail - too bad it was the wrong part. so they told him they would send the part again, my parents said ok and sears offered an additional 1 year warranty on the dryer at no charge because of the issues. they told him that the part would be in by monday- an additional week later than the original item was supposed to be in- my father agreed, monday came- no part was delivered- he called up- found out that the part was never sent and they told him they would deliver it again- my Father said- NOPE- come get your washer and dryer- which they are doing and they arent supposed to be charging him any restocking fees or anything-- i told my parents to make sure they get THAT in writing! needless to say i guess they wont be going to sears anymore and my friends and i wont be either
Posted by qualityappliance on 2010-02-07:
Looks like I win my bet, just too bad there was no one to bet with.
Posted by Anonymous on 2010-02-07:
Katie, while I agree it sucks, the part comes from the manufacturer. When a company places the order and it doesn't get shipped or comes in wrong, the company gets the flack instead of the actual problem, which is the manufacturer. Kind of like a waitress getting the blame for the cooks error. I tend to blame the correct people for my annoyances.
Posted by qualityappliance on 2010-02-12:
I'm sure that the wrong part was received because the wrong part was ordered.
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Posted by Mslili on 09/02/2009
Sears 4-my home customer service and scheduling is an absolute nightmare. Appointment schedulers lie about appointments, technician don't show up for appoints and lie and say customer was not home after I've waited 9 hours one so called appointment and 4 hours on another, they do not document phone calls and they give out fictitious names. If I were as sorry as they are at their job, I would not want anyone to to know I was either. They suck!!! The quality of appliances are good, but their service department is the reason I will never buy another appliance from Sears again.

I have been an excellent customer. I have bought two stoves, two refrigerators, a dishwasher, 2 washing machines, 2 dryers and microwave over the years. Consider yourself warned.

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Posted by MSCANTBEWRONG on 2009-09-02:
The quality of the appliances has steadily declined as well.
Posted by SilverWngs71 on 2009-09-03:
Many appliance companies now use more plastic than metals. Because the costs of the plastics are far less than that of other materials.
Posted by i_am_canadian on 2009-09-03:
But of course as the quality and grade of materials decreases, the price goes in the opposite direction.
Posted by qualityappliance on 2009-09-03:
You are probably lucky that they didn't show up as they more than likely wouldn't be able to fix it correctly and could very well make it worse. You would be better off to find a reputable local repair person.

As for the plastic and the cost, Over the years I've seen many more metal washer tubs rust out than I've seen plastic ones crack and if you adjust for inflation appliance prices are about the same if not considerably lower that they were years ago. Pull out the old Sears catalog from the 80's and look at the prices, you will be suprised.
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Do NOT use Sears Home Service Repair--They do not show up/Zero customer service
Posted by Dtppro1 on 05/19/2009
BETHESDA, MARYLAND -- I have scheduled appointments twice now, and for the last time, with Sears Home Service Repair. Both times the technician never showed up at the scheduled "CONFIRMED" time for maintenance on a home appliance. Their customer service line is manned by reps who DO NOT speak the English language clearly, and have absolutely zero training in core customer service. I have had to practically shout into the phone my basic information, ask them to repeat what they have said to me because their accent is too thick, and I have even had to deal with their reps while they were eating something while talking to me!!

Unf****ing believable! I hope Sears does go completely out of business. THey don't deserve a hardworking person's time or money. I've used 2 vacation days from work staying home waiting for their employees who never arrive. I will never buy so much as a pair of socks from any Sears store again!
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Posted by Anonymous on 2009-05-19:
Sears/A&E service is the worst.Not showing up is actually a blessing.They are poorly trained and never come prepaired to finish the job the first time out...Time wasters are what they are..

Find a local service company,you will be glad you did

Good LucK
Posted by L Lake on 2009-05-19:
Train Wreck is so right. If I hadn't called a microwave repair person, I'd never have gotten my Kenmore microwave repaired. The microwave repair person know what the problem was right off, where the A&E people were stumped. The A&E people had no idea what they were doing. I could have done a better job. The only thing thay did was each time they visited to install a part, if they showed up, was to order a new part, because the part that they ordered wasn't the problem. By the time all the parts are replaced, they hope that at least the last part will be the part that needed to be replaced. A two year old could do as good a job as them and I'm insulting the two year old.
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Kenmore Dryer And Bad Service
Posted by DottyO on 03/05/2009
DEVON, PENNSYLVANIA -- I purchased this dryer new from Sears in July '06 after owning a Maytag for over 30 years.

The gas dryer runs fine, does a good job; however I noticed a dark area near the silicone seal near the paddle. When I put my hand in, thinking it was lint from the dark load, I found there is a hole in the metal at the base of the drum. I used my digital camera to photograph the area, and can see that there is a crack in the silicone that leads out to the hole which is approximately 1/2" around.

Fortunately, I had purchased the extended warranty and called the service department. Being a gas dryer with a flame, I did not want to run it with the hole in the drum, but I was told I had to wait two weeks for a service call opening. I was told that the drum would have to be replaced and this happens a lot. Of course, they don't carry them on the truck, so I knew that the repair person would only look and order it when he came today. They would then have to order the part and I would have to wait until it comes in, then set another appointment to install it. The appointment was to be between 1 and 5 P.M. We waited, and waited, and waited. I called Sears twice asking if they could tell what time the person would arrive since we had many errands to do. I was told that I was the 7th person he was to service.

At my second call, I was told that he had finished #5. During each call, the person on the phone told me that they would have the service person call me to let me know that they were coming. Well, 5 o'clock came and went and at 5:40 I called Sears. I was told "The serviceman won't be finishing his route today." I expressed my frustration and asked that someone still show up whatever time they could. No, I was told no one could come out. I asked, what do we do? He stated "we can fill out a complaint form with consumer services and set an appointment for the next opening they have"...not tomorrow mind you, but in 11 days from now!!!!

We were looking at Sears Kenmore appliances for our kitchen redo...Never, never, never would I purchase another appliance from Sears! To think that a dryer can fall apart in 2 1/2 years is enough to turn us off future purchases, but to then not get the service to fix that mess under the extended warantee I purchased until who knows when is too much to deal with.
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Posted by qualityappliance on 2009-03-05:
Are you sure that the screw that holds the paddle in the drum didn't fall out and the paddle slipped over and the screw hole is now visable. As far as the Sears idiots saying that it happens a lot, no it does not. If there is in fact silicone around the paddle someone added it, dryers from the factory do not have any type of sealant between the drum and the paddle.

ps. I would love to see the picture.
Posted by DottyO on 2009-03-06:
Not sure my previous comment return got posted. No, a screw did not fall out, etc. The problem seems to be at the seam that leads to the paddle, and it does "look like" there is some sort of sealant at the seam. I'd like to send you the photo...I tried to post it here and it does not copy/paste into the comment box. Where can I send it? By the way, it was a Sears technician who told me that they replace a lot of them and were familiar with the problem when I expressed surprise that the drum can be replaced. I thought I might need a whole new dryer after only 2 1/2 years. It still is an issue of my Kenmore dryer not holding up. I guess I was very spoiled with my 30+ yr Maytag. And, I understand that Maytag isn't made to stand up that long anymore either.
Posted by qualityappliance on 2009-03-06:
I have seen the seam of the drum crack before, but only on Korean made machines. Maybe Sears is buying some dryers from Samsung or LG, I know they get some refrigerators from LG.
Posted by DottyO on 2009-03-06:
I thought LG was one of the well-rated products? Do you mean LG may not be any better?
Posted by qualityappliance on 2009-03-07:
LG appliances are really quite good, the problem is that if you need repair there are not too many people that know how to repair them. The crack in the drum is rare but I have seen it before.
Posted by SearsCare on 2009-03-23:
Dear DottyO:

I am very sorry to hear about your unsatisfactory experience with Sears’ service. My name is Brian and I work for Sears. At your convenience, I would like to talk with you more in detail about this experience. Please contact me at searscares@searshc.com so that we can look for a solution that would more suitably meet this and any future needs.

Thank you,

Brian J.
Senior Case Manager
Posted by DottyO on 2011-06-23:
I just want you all to know that the fellow who commented from the Sears Service department followed through on replacing the drum a couple of times, and when it did not operate correctly, kept going "out of round" and "thumping," Brian from Sears had them bring me out a new and better dryer. Sorry it took so long to comment again and complete the record on this.
Posted by Steven Strack on 2014-01-12:
My advice is that there are quite a few dryers that all are having problems with the tub/drum cracking along the seam. I just replaced my 3 1/2 year old SAMSUNG dryer with another SAMSUNG. I was going to go to Sears and get a Whirlpool or Kenmore dryer but a quick search of Internet whith these dryers for cracked drum came across many cases. So any service repairman that says this is rare needs to just do a quick query of the Internet for any brand, SAMSUNG, Kenmore, Whirlpool, LG ect. I paid for a 5 year warranty for the one I bought today and going to make some more calls to SAMSUNG customer service to see if they will send me a new drum so that I can fix and sell this broke POS. So bottom line is whoever is making these tubs for these different brands should be held financially responsible for the losses that the consumer is footing. This should be a class action lawsuit! The repairman that says this is rare must be in on the scam as well, sorry for you to deceive the American public. Whatever happened to Quality craftsmanship and true customer service. My rating for my first interaction with SAMSUNG customer service would be a zero. It does appear that some customers are getting their tubs replaced for free but only after they raised the complaint to a higher level.
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