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Letter of Complaint to Sears
By -

MASSACHUSETTS -- I am writing to express my extreme displeasure with the service I have received from Sears in the purchase and upkeep of the appliances for my new home. When moving into a brand new home, we had quite a few appliances we needed to purchase. Without hesitation, we chose Sears as I had a good experience with purchasing a stove, my first appliance purchase, at my previous home. We needed to purchase a refrigerator, a washer, a dryer, a lawn mower, and other smaller household appliances.

When choosing a washer and dryer, we spent more money figuring we were going to get a higher quality product. Because of the nature of his work, my husband uses the machines very often so we figured the convenience and efficiency would be worth the extra money. We bought an energy efficient Kenmore washer and dryer. As it turns out, we had better luck with the cheap stackable washer and dryer my husband had for four years previously.

Eight months after moving into our new house, the dryer stopped working. I called Sears and the first appointment I could get was almost two weeks later. I arranged a repair appointment for between 1 and 4 pm and rearranged my work schedule so I could be here for the repair. When the repair person arrived, he informed me that a part needed to be ordered and I would have to again schedule a four hour appointment block. That appointment was again two weeks away.

The second appointment arrived, and when this repair person came he found that of the two parts ordered, only one had arrived. Not only that, but the original order hadn't even gone through, but no one had checked to see if that was the case. So he had to reorder the part, and again I had to set aside four hours to wait for a repair, a week and a half away.

The repair was scheduled for July 12. Today, July 11, the part has still not arrived. When I called Sears' customer service number I spoke with Diana. I explained to her my frustration. She was extremely rude and condescending to me. The one piece of information I did get from her was that the part, ordered on July 2, was not sent until July 6 and can take ten days to arrive.

I once again called and asked to speak to a manager. I spoke with Manny who told me my part would arrive either tomorrow, July 12, or Friday, July 13. He suggested I keep my appointment for tomorrow in case the part arrived tomorrow. I pointed out to him that my appointment was at 8 am, far too early to expect any mail. When he went back to the computer to find an appointment, the earliest appointment he could schedule me for was July 23, another two weeks away!

This is completely unacceptable. Each mistake that has led to the problems repairing my dryer was made by an employee or vendor of Sears, however my family are the ones who are impacted. We will have been without a clothes dryer for six weeks and I have been informed that there is NOTHING Sears can do to remedy this situation. I was informed that there was no possible way to get a part in another manner, and there was no possible way to schedule an appointment earlier than the 23rd.

I have always been a supporter of Sears. I wrote a letter of praise after buying my first stove at Sears five years ago because I was so happy with the customer service I received at the store. A lot has changed in five years. I can assure you that my husband and I will be looking at the many other options available to us (Home Depot, Lowe's, Best Buy) when we need to purchase any home appliances in the future. I will encourage my friends and family to do the same.

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Sears' Shoddy Dryer Installation
By -

BLOOMINGDALE, ILLINOIS -- On Sunday, January 21, my husband and I moved the GE electric dryer we purchased from Sears two years ago four feet away from the wall. We first unplugged it, then slid it out four feet, then slid it back and plugged it back in. When my husband plugged the dryer back in, an electric surge went through our entire house, a fireball came out from the back of the dryer and it sounded like it exploded. I was on another floor of our home with our ten month old daughter and had to go into the basement prepared to see my husband seriously injured or worse. Thank God, he is okay. Our dryer, however, is not.

When we looked at the back of the dryer, we found the problem. One of the three wires that attach to the dryer from the cord had come off from the dryer because the screw came off. It subsequently grounded itself to the metal plate in front of it. We had this dryer delivered and installed by Sears. The problem was obviously installation related since the installer was the person responsible for attaching those wires via the screws to the dryer. We began our quest for help by calling the Sears store from where we purchased the dryer (and four other appliances that day). They seemed uninterested at best and told us to call the parts and repair number.

I called parts and repair and was told by the individual I spoke to about our experience and the state of our dryer. She told me she had no authority to do anything but make an appointment for repair. I was also told if I made the appointment, a customer service manager (who would have some authority) would call me back to discuss the situation. This was Monday. Friday, after receiving no call back, my husband called. He got about as far as I did, but he managed to have the trip fee for the service person cut in half.

We made it clear that the purpose of this visit by a repair person was to show Sears that this was an extraordinary circumstance, that it was installation related and that we wanted some action taken afterwards. The repair person came and told us he'd never seen this problem before and that the only thing he could think of that would cause it was perhaps the screw loosened over the two years from the dryer's vibration. I responded that part of the fee we paid to have it installed was leveling.

While he was a very polite young man, as seems par for the course with Sears, he said he had no authority to waive a repair fee or take any action other than schedule the repair which would cost us $200. My husband called the service number once again when the repair person left and after he relayed the repair person's findings, was told the dryer's warranty is up and they would do nothing for us. She also told us if we wanted to call GE to see if there happened to be a recall on our dryer, we could do that. We did, and while there is no recall, GE at least was shocked by what happened and asked if anyone was injured.

I have never been so disgusted by an egregious lack of concern and customer service from a company. Sears should be thankful their shoddy installation didn't injure or kill my husband. Instead, we've been caught in a nightmarish web of uninterested customer service ‘professionals' who have no authority and refuse to allow us to speak to anyone with authority. One would think a company with sales of over thirty billion would have a quality customer service program in place and the wherewithal to correct a $350 problem.

I have mailed letters with the copy of the receipt stating we paid for installation and LEVELING (says it right on there) and pictures of our burnt up dryer and got NO response. I will never set foot in a Sears again and furthermore, I've made it my mission to tell anyone who will listen about Sears' lack of concern and inability to manage a problem.

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Extended Warranty Don't Do It
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORTH WALES, PENNSYLVANIA -- Waiting for four to six hours for a technician only to have them not show. Diagnosis, then order parts, then wait another week for yet another technician to show or not. Between missed work and trips to the laundromat it's cheaper to dump this washer in a landfill and buy another!

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Sears seriously endangered the lives of a Ladera Ranch, CA couple and refuses to respond
By -

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. I WOULD RECOMMEND THINKING TWICE BEFORE YOU PURCHASE APPLIANCES FROM SEARS.

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Liars
By -

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 ** 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 WON'T 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 - It's going to take us forever to catch up on laundry! SEARS LIED TO OUR FAMILY ABOUT HOW LONG IT WAS GOING TO TAKE TO GET THE PART IN THE MAIL AND LEFT US WITHOUT A DRYER-- I THINK MY PARENTS ARE OWED SOMETHING!

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Kenmore Dryer And Bad Service
By -

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 warranty I purchased until who knows when is too much to deal with.

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Dishonest, Unprofessional, Mean, Despicable This Is An Understatement Of Adjectives What You Can Describe Sears
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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 this 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.

Company Response :

Coljon,
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 smadvisor@searshc.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.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support

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Sears Service Agreement - DO NOT BUY
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!

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Dryer Installation Nightmare
By -

ANNAPOLIS, MARYLAND -- This is a cautionary tale of dryer service and installation delivered through Sears. I bought an expensive dryer from Sears in September 2008. It was a nice dryer and quite large for the space so I arranged to have the dryer side ventilated so that it could be placed closer to the wall in my laundry room. The technicians who arrived spoke Spanish most of the job and seemed to be arguing often. They eventually wrapped up the job and said it was all set. I have used the dryer for three years and it seemed to be working OK until it began turning itself off and an error code kept popping up.

I thought perhaps it was time to clean the dryer vent and hired a service company to complete the job. Upon arrival they discovered that the dryer was set up to look like it was ventilated but that Sears had never made the connections on the inside of the dryer to connect to the exterior tubing in the first place. Sears sent out their own repair/service guy and he confirmed that the install was never done correctly. Three years of lint and moisture blowing into the guts of the dryer. The only reason why it limped along for as long as it did was due to the usage being relatively low comparative to the size of appliance purchased.

Mostly families that use their dryer daily buy such an appliance and since I live alone and do laundry once weekly it took some time for the problem to get to the critical point. Now I have a dryer that is completely useless ans Sears giving me the run around about whether they will replace the machine with a comparable product or not. Considering they made the original mistake of incorrect installation you would think they would do the right thing in this instance but this is the "new" Sears not the old one. I am extremely fortunate that I did not have a house fire due to this appliance.

Sears has yet to make this right and I now understand why people get fed up and sue companies. It is an absolute outrage that they left this appliance sitting in my home as an unknown hazard. Shame on Sears for not immediately making this right and passing the buck the way they have in every single call I have made to them. At this point I have no other recourse but to buy a new dryer (NOT from Sears!) and sue them over this shoddy and unprofessional service.

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Very Poor Customer Service
By -

I have three issues I'd like to have addressed; I called 800-4-MY-HOME last week to make an appointment to get my dryer serviced. A couple of years ago I needed my dryer fixed and called the same number and a live person offered me a one year service contract for a couple of hundred dollars and I was hoping to get the same deal this time. A computer answered the phone and never gave me an option to talk to a live person nor to get that same deal. It took me 3 calls to the computer to make the appointment but again not once was a live person offered nor that service contract offered. The service person showed up on Saturday and charged me $283 to "fix" the dryer.

I said "fixed" because the dryer is still not working, the same problem still exists so the $283 was a complete waste of money. I called the 800-4-MY-HOME number on Sunday to talk to someone about the dryer still not working and again was still not given the option of talking to a live person. I pushed the 0 key a couple of times out of desperation and low and behold I got transferred to a live person. However this person could not help me as the computer was not updated yet with the information of my service call and I was told to call back on Monday.

I called back today and got an appointment setup for Thursday and the lady offered me the service contract for $205 for future work, not to include Saturday's $283. She actually tried to sell me the product I wanted last week but could not get on top of the $283 I paid two days ago. So for $488 I can get the dryer fixed instead of buying a new one for $329, call me crazy but that just does not seem like a good deal. I think the only fair thing for you to do is to refund me $78 dollars and sell me the service contract I wanted but could not buy from the computer and to fix my dryer. Please let me know your thoughts.

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Sears Dryers Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 13 ratings and
77 reviews & complaints.
Contact Information:
Sears
3333 Beverly Road
Hoffman Estates, IL 60192-3322
847-286-2500 (ph)
www.sears.com
smadvisor@searshc.com
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