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. 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 gone through 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 stated 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 ** 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. Whereas 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. WE WILL NEVER USE SEARS AGAIN. ALL DONE. VERY EXPENSIVE LESSON LEARNED.
HOFFEMAN ESTATES, ILLINOIS -- My name is **. 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 ** 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 because 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 ** 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. ** was supposed to be researching and attempting to collect the receipt for my purchase.
When I asked ** if she could tell me what resource she done and what location she attempted to contact (even though 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.
We are writing to you to express our extreme disappointment in our shopping experience with Sears. Growing up, the popular slogan in both our households was "Solid As Sears". Unfortunately, we do not feel this way any longer. On December 17, 2011 we purchased four new appliances totaling $4700.00. The merchandise was delivered on 1/6/2012. On 2/22, the dryer stopped working on our Kenmore stacked washer/dryer unit.
We contacted Sears immediately and they agreed to exchange for a new unit. The delivery was scheduled for 3/3 but on the morning of the 3rd, Sears delivery called and said the unit was defective and the delivery would have to be on Monday, the 5th. On the 5th, the new unit was delivered but unfortunately, the washing machine did not work properly. We immediately contacted Sears and the third unit was scheduled for 3/10. On 3/7, we received a call that the unit would not be available until 3/13. Okay, not so bad a few days later! On 3/10, we received four phone calls saying our replacement unit would be delivered on 3/13.
Great... imagine my surprise when five minutes later, Sears called back to say there was a problem with 3/13 delivery and now it would be 3/20. 6 WEEK OLD UNITS BREAKS ON FEBRUARY 22ND AND WE HOPEFULLY WILL RECEIVE A NEW, WORKING UNIT ON MARCH 20TH. SOMETHING IS NOT RIGHT WITH THIS PICTURE! When we phoned Sears delivery to clear up the confusion, we were told this unit was being held up by the manufacturer and it wasn't Sears fault! The unit is a Kenmore and Kenmore is the Sears brand so this remains a confusing point why Sears is not responsible for making a defective product!
We then called our salesperson at the Edison Mall in Ft Myers, **, who has been extremely conscientious and professional through this entire fiasco. Obviously, he understands the mantra "keep the customer happy"! He suggested we contact Sears Solutions in hopes to resolve this issue.
After several calls and many hours on the telephone to Sears Solutions and Sears Delivery, we were told by all there was nothing anyone could do to speed up the delivery or to guarantee 100% that the product we are scheduled to receive on the 3/ 20 would in fact be delivered without another delay! On 3/10, we contacted the Edison Mall store manager ** in hopes that he could assist us but to date I have not heard back from him.
Through all of this confusion, both my husband and I were treated in a totally unacceptable and unprofessional manner by your Sears team of service representatives. We were hung up on more than once when questions couldn't be answered by them as well as they refused to give their ID numbers or last names.
Each time, we requested to speak to a supervisor, we were told there wasn't one available or "I am the best you are going to get". Each time we asked if we could be compensated with a discount for being asked to wait ONE MONTH for a unit that works, we were told we would be receiving a $50.00 gift card in the mail. It has cost more than $50.00 to drive back and forth to do our laundry over the past weeks! We have kept a log of all the dates and the representatives we have spoken to should you want this list.
We did make the mistake of paying for this merchandise in full immediately on a Sears charge card or we are positive this problem would have been resolved immediately. We can appreciate appliances having manufacturing issues but will not tolerate unprofessional and rude behavior on the part of customer service representatives. We understand you are the CEO of a very large corporation and we are only two customers who spent $4700.00 in your store. We also understand that we have not been singled out to be treated with such unprofessional customer service and if this has been done to us, it is being done to others.
We understand as the CEO, one of your roles is to develop new distribution as well as maintain existing distribution and not to deal with the day-to-day at the customer level, however; in the end if the customer doesn't walk through the door and make a purchase, sales are lost and stores end up closing. Even with the challenges Sears has been faced with of late, my husband and I held to our belief that Sears was a reputable retailer. Today, we don't feel that way and you have just lost two customers! What a shame "SOLID AS SEARS" is no longer a valued slogan!
ONLINE, OHIO -- I will never, ever, ever order any major appliances from Sears.com ever again. I ordered a washer and dryer because the price was right. Unfortunately once I placed the order, the nightmare began. First of all, they never had my phone number correct in their system. It may have been a typo on my part since I ordered it online, however after I called them 20 times and they couldn't look up my information by my phone number because it was incorrect, you think they would have corrected the issue, but no, every single time I called customer service they had to ask me for further information because they could not locate me in the system.
I asked them multiple times to correct it, but they never did. They were supposed to have the delivery center contact me the night before delivery to schedule a time... however, that never happened due to my incorrect phone number on file. The first day they were scheduled to deliver, no one even showed up. I was livid. Trying to get help over the phone was a whole other story; Very heavy, thick accents, extremely difficult to understand what they were saying.
After the delivery was a no show the first day, I had to contact customer service to try to reschedule it for the next day. I asked them to correct my phone number, as again they reassured me someone would be contacting me that evening to schedule a delivery time frame for the next day. Never got a call. I waited all day long for the delivery to show. I kept calling to check and see what was going on as my estimated delivery time was bumped back hour after hour. They would say the delivery truck was on stop 8 and I was stop 9.
However after a few hours I knew this not to be true. I called again and was informed that the driver was running behind schedule and was on his way. I hung up and then was contacted by phone saying the driver would be arriving in a half hour. He never showed up! I called customer service again and the representative told me he was on stop number 8! After they told me they were already on their way to my house. For some reason I was also disconnected multiple times after being put on hold and this didn't happen just once, this happened multiple times that I called.
Come to find out the delivery truck "broke down". No one bothered to call me at all. At 9:00pm at night, a representative informed me that the truck broke down and that I had to reschedule my delivery AGAIN! I set it up for 2 days and yet again they informed me that someone would be contacting me to set up a delivery time frame. I asked them to please please please change my phone number on file because I hadn't been receiving any calls. What do you know? No one called. I had to end up calling them again to make sure I was scheduled for a delivery and to find out the time frame.
The delivery person FINALLY showed 10 minutes early. He was very abrupt and not very friendly. He informed me that I would have to be connecting the washer and dryer myself as he was not scheduled to do so. All in all terrible, worthless service. I did manage to get (2) $50.00 Sears gift cards out of them for all my troubles which I will be using IN STORE. I will NEVER order from them again.
COQUITLAM, B.C CANADA -- Let me start by saying I have never dealt with a more difficult company in my life. On June 25th, 2009 I went into Sears and purchased a Kenmore stacking washer & dryer (apartment size). While in the store the sales person ** seemed to know what he was talking about, he explained about the type of soap to buy, and he sold me the required Bits and Pieces. I picked up hoses and he told me I didn't need them as the hoses come with the washer. I gave ** all of the delivery information and two contact numbers my cell phone number and my mothers home number as I was moving into a newly constructed building and the door buzzer had not been installed.
The delivery date was scheduled for July 3rd, between 8:00am and noon. I waited for their arrival until about 2:00pm then called Sears to inquire why they hadn't been delivered my washer & dryer and was informed that they had been to to my address at 8:00am and no one was home. I stated that I hadn't received a call on my cell nor had my mother.
Sears informed me that they had attempted to phone me on my cell phone and they had also tried to contact my mother by phone and did not get answer so they left and message with reception. (What reception I live in a condo). I checked again with my mother and she was home and had not received a phone call from Sears. I found out that the sales person had written down the wrong cell phone number.
Hear we go. I asked that they return to my address and deliver the washer & dryer as promised, as this was not my fault! I found out very quickly they were not prepared to return and make the delivery as promised on July 3rd they were however willing to set-up another delivery date (isn't that nice of them). I explained to her that I work and that I had taken the day off in order to be available for the delivery.
Even though I explained my position to this woman several times, that I worked and the only time that I would be available to except the delivery would be on the following weekend. She said that they could not deliver my washer & dryer until the end of JULY. Feeling totally unheard and realizing that this was not about customer satisfaction but what was best for Sears, I started to get angry that's when she hung up on me.
I phoned the store and found out that without my consent a delivery date was set up for JULY 8th between 5:00pm & 6:00pm (I work until 5:00pm and don't get home until 6:00pm). The store was equally unhelpful and tried to convince me that I was wrong about the delivery dated because their records showed that the actual delivery dated was July 8th.
I finally got a commitment from them that they would deliver my washer & driver the following day Saturday July 4th the first delivery of the day. They showed up at 9:00am on July 4th brought the units up to my suite and promptly told me they couldn't install them because the hoses were to short and by the way these hoses are not recommend for condo's. They said I would have to go to a hardware store and buy hoses (the same hoses I had in my hand in the store) and set-up another installation date. They dumped the washer and dryer in my living room and left.
Again I phoned trying to get serves and express my frustration and was getting nowhere very quickly. I finally get hold of someone named ** in there CUSTOMER I DON'T CARE DEPARTMENT and he was a bit more helpful and offered to credit me my delivery cost and give me some gift certificates (Big Deal). I told him I would think about it, because I was considering returning the washer & dryer. He told me to call back when when I made a decision.
A little while later I attempted to contact ** only to find out that Sears has 3 call centers, and they have no way of talking to one another. I was informed that I would have to continue to phone the Customer Care line until I got the Brampton, Ontario call center. WHAT'S WRONG WITH THIS COMPANY!!!!!! (Oh don't raise your voice or you'll be told that they don't care for your tone of voice). Stupid me; I bought the hoses and set-up another installation date and now have wasted 3 days, 2 of which were vacation days that I'll never get back.
When they return to install the units they informed me that the plug on the dryer was to short to reach the wall plug and that they would not be able to install the units until I have the wiring moved (in a brand new building) "I don't think so". The building manager came up and said that the wiring couldn't be and won't be moved and that they needed to figure out away to hook them up.
They figured it out, they left the washer & dryer in the middle of my hallway in front of my front door so that I could only open my front door wide enough to slide through and they walked away. Here's the kicker I have yet to hear from Sears and I writing this July 23rd, 2009 a full 3 weeks later. FOR ALL THEY KNOW THE WASHER & DRYER COULD STILL BE SITTING IN MY FRONT HALL WAY.
In the end my building manager hooked-up the washer & dryer and moved then into there place. Without moving the electrical. If you like stress, inconvenienced, and being treated with disrespect Sears is the store for you. I will never shop at Sears again and will continue to tell my story to anyone who may be considering buying anything from Sears. I have a question for Sears and their investors how long do you think you can continue to provide this type of service and stay in business?
PORTLAND, OREGON -- Had a great experience in the store, but the entire delivery process was a nightmare. Ultimately, the drivers left our brand new washer and dryer outside in the rain for us to deal with. It was clearly explained to us at the time of purchase that the drivers would move our old units, put the new units in the laundry room, and haul away all of the cardboard/Styrofoam that the new units were packaged in. None of this happened.
When we spoke with the delivery manager, his solution was to offer that the guys come out six days later to finish their job. He wanted our new Kenmore Elites to sit outside in the pouring rain for SIX days! We were fearful that the units would get damaged so we had to have friends over to help us move all the necessary units.
The delivery guys finally called to come set up the units. I explained that I didn't need help setting them up, but they needed to come pick up the packing material so I didn't have to pay to go to the dump. They gave me their two hour window that they would arrive by, but they flat out never showed up.
Speaking with Sears corporate has been the worst process of it all. They don't seem to care about our experience and each time I speak with them, they seem more disinterested. In fact, their solution was to offer me 10% off my next purchase (Imagine my disgust when their only resolution was for me to order MORE merchandise for them to dump at my house. Thanks, but no thanks).
I am horrified at the lack of customer service. I'm only asking them to do the job that was clearly outlined to me, but apparently that is too much to ask. BUYER BEWARE! They may not follow through and have no interest in correcting any issues.
HACKENSACK, NEW JERSEY -- I bought a dryer on July 12th, it was supposed to be delivered on the 13th. I rescheduled to be delivered on the 14th the because the tenant was not home nobody called or showed up. Since I had a bad experience with them since last year, I went to the store to cancel the order, and the sales representative said it is not our responsibility anymore, after the 13th you have to call customer solution.
Then I realized why he was insisting on scheduling the delivery on the 13th, they are professional crooks. He put me on the phone for 25 minutes. It was the hottest day, when I dragged my 2 kids who wanted to go to the pool that day. So, I waited and waited to cancel my order and from one person to another we ended up the call based upon the warehouse specialist will call me but she never did.
I called the next day and was told don't worry. My order is cancelled and the refund will be shown within 6 business days. Here we are after 10 days. I just hung up the phone with them. I have been told that my item was successfully delivered. We are so sorry but we need to open an investigation. I said well can you send me a proof that you delivered the dryer, she said "sorry, I can't."
At his point I am so angry, tired and frustrate. What if they don't give me my $778.00 back? The funniest thing is that the lady I spoke too at last, was asking to do a survey, and I said are you serious you have audacity to ask me that please put zeros on everything. I will never deal them again or step my foot at any location.
I saw your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Cares Escalations team. We apologize for the troubles you have encountered with your recent dryer purchase and the level of customer service you have received. We can truly understand your frustrations for not being refunded in a timely manner after the delivery was canceled. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and ensure your needs are met to your satisfaction. At your convenience please contact our office via email at email@example.com so you don't have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the dryer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (coljon) 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.
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SAN ANTONIO, TEXAS -- My dryer stopped working so I immediately called SEARS to come out via the Sears Service Agreement. I paid 209.99 for the protection and it states it covers up to $500 dollars if they can't fix the appliance. The technician showed up on June 27, 2013 and stated I needed a new part and the part was $50 dollars more than they covered and I would have to pay that up front for them to order it.
So with the assurance the part would be at my home before the July 8 and I needed to call immediately to set the appointment up so they could come repair the dryer. July 8 came and I received an automated call saying that the part was on back order and I would receive a call on the 15th with an update. So needless to say being without an appliance for one week is horrible and now we are looking at 2 weeks with a maybe we will have the part. I called Sears and asked for the $500 dollars towards a new purchase as they pitched on the sell. I was told they have 21 days to fulfill the deal.
The 15th came and no call, so I called today and was told that part shows not to be available until mid August. So once again I asked for the $500 towards a new purchase since there is no way they fix my dryer before the 21 day time period (which they never mention up front). Apparently, nobody can make a common sense decision and honor the agreement and actually take care of the customer when SEARS now knows it cannot fulfill its contract. So I was told I would be transferred to the area that makes the decisions but the phone hung up on me. So now I am out $260 dollars and 3 weeks without a dryer and SEARS couldn't care less
I bought the best Washing Machine and Dryer set that SEARS sells and you would think they would have parts to service their number one selling items. They have a serious management problem and their public relations rhetoric is ridiculous. The people on the other end of the line can't even make decisions based on the facts so why do they even answer the calls. Consumers beware of SEARS and all the hype commercials they put out because I am telling you they couldn't care less about the CONSUMER! They are a business and the almighty dollar is all that they care about!!
WATCHUNG, NEW JERSEY -- 3/9 - Bought a gas dryer at my local Sears in Watchung NJ. Salesman said they would deliver Monday and call Sunday night between 6 and 9 with the delivery time window. 3/11 - I never got a call from Sears regarding the delivery so I called myself at 9:30 pm. The woman said it would be there between 8 and noon. I said that was no good since no one would be home. She said no problem, she would reschedule for Tuesday 3/13. I would get a call on Monday night between 6 and 9 with the time window. 3/12 - No call on Monday night so I called myself at 9:30 pm. The woman said it was on the truck but she had no time when it would be delivered. I should call back in the morning.
3/13 - Called today at 7:15 am. At first, the woman said it was on the truck but she had no idea what time it would be delivered. When I explained that I could not stay home all day waiting she put me on hold
and then got back on the line to say it wasn't on the truck and would not be delivered today. It's a good thing I asked her when or I would have stayed home all day for nothing. As it is I was late for work. We have scheduled again for tomorrow morning and I really want to believe it will come.
The call center is obviously in India and I simply cannot understand what they are saying. Between the accent and phone noise, its hard to hear them. Plus, there is so much background talking that I had to tell the woman to ask the others in the room to be quiet since I could not hear her.
PENSACOLA, FL, NEW YORK -- I was supposed to have a Kenmore washer and dryer delivered and installed. I PAID to have them delivered and installed, it wasn't part of a sale or anything else. The delivery went fine and on time. I was at work and my boyfriend oversaw the installation. The washer went completely fine the dryer on the other hand couldn't be fully installed because we were missing a piece of the exterior vent.
They decided not to even connect the dryer vent to the back of the dryer and leave it not connected at all. The only thing they really did was screw in the power supply to the back of the dryer. They didn't test the power supply or the outlet. They didn't even bother plugging it in to test if it worked. We bought the part and attached it. Of course it doesn't work. The problem has nothing to do with this part, it is an electrical issue of some sort. I received no receipt for delivery and installation, nor a phone number to call for anything.
I proceeded to call the Customer Service line. Customer Service was very polite and were almost shocked that they hadn't even bothered to test it. They are sending someone out Thursday (Today being Tuesday) to service it at no charge. They scheduled it as early as they could. They also provided me with a phone number to call in case I needed more help.
I will re-post an update after servicing, but as it stands this has been the worst installation service I've ever had, but I do commend the customer service for trying to get the issue fixed. Regardless it is going to be 2 days without a dryer, and I have no idea what the issue is to try to begin to fix it. If it was a faulty power supply I could buy a new one and have it fixed in about 5 minutes, but they didn't bother to test anything and I have nothing to go on. I would strongly suggest not paying for delivery and just renting a truck for an hour. It is cheaper and you will be installing it yourself either way. This is in FL, no idea why it added New York to the end of the location.
UPDATE: After being told that I had an appointment for a servicing today (Thursday) between 1 and 5 PM, they did not show. They did not call to reschedule, to say they were running late or a "Hey, sorry we missed you", which would be a blatant lie as there was someone home all day. I will be calling tomorrow. I do have a job and a group project due tomorrow and can't wait on hold for their 1-800 number tonight. I'll give another update after speaking to them.