Sears Kenmore Elite Appliances Consumer Reviews - Page 5

The agitator on this washer is poorly designed. It has 3 fins at the bottom. There is about 1cm of space between the distal portion of each fin and the base of the agitator. The space is lessened gradually as it runs alongside the bottom of each fin and towards the middle of the agitator. At the "end" of the groove, there is a little extra rounded space. One might think from looking at this design that it was purposely invented to ruin clothing. I have had many, many tank tops straps, long-sleeve shirts sleeves, and ties/loops of my clothing, caught on these fins.

As if being caught and violently swished around, isn't bad enough, anything caught is subjected to being wound tightly around the agitator during the spin cycle. I have had to free many, many items from this trap and some did not "make it". I have removed shirts who's sleeve cuff got wedged under the fin resulting in a torturous stretching of the one sleeve. Often times it causes ripping, but in some cases the only result is severe stretching (ie a shirt with one orangutan-length arm and one human-length arm).

In any case, the design is just plain stupid. If water resistance needed to be reduced, they could have made holes in attached fins. If the fins are designed to sway in the water (they don't appear to do this but who can tell at that speed), then that is just plain dumb as there is no realistic way to do this without causing some issue of entanglement. Sears, please tell me there is another agitator I can use in this machine and please, send me one.

COLLEGE STATION, TEXAS -- We bought the Kenmore top of the line washer and dryer about two years ago and took the longest extended warranty available. The first washing machine did not work and after numerous complaints Sears finally replaced it. After we had the second machine about six months it developed a bad leak. I called for service and was told it would be four weeks before repairs could be done. So I scheduled the appointment and had to be at the house between 8:00 am and 5:00 pm. When the repairman showed up he asked me where the washing machine was leaking. He didn't want to be bother to look himself.

Finally he did look at the machine and said he would have to order the part (a small hose) and the part would be sent to us. Then we could call and reschedule for him to come out and fix the machine. The part arrived in about two weeks. I called for an appointment and was told I had to be at the house between 8:00 am and 5:00 pm. When the repairman showed up, the part that was sent was the wrong one. It took three tries to get the correct part sent to us. Three more days of being at the house between 8:00 am and 5:00 pm. After three months and six days of missing work, the machine was fixed by Sears.

Fortunately my husband had gotten a patch to fix a bicycle tire and repaired the leaking hose so we could use our new machine during this time. Now the machine is leaking again. The repairman came last Wednesday and left saying he had to order three parts which would be sent to us. Two parts have arrived but not the third one. Once again I will have to miss work to be here between 8:00 am and 5:00 pm. This warranty is WORTHLESS. They don't carry ANY PARTS on the truck. All parts have to be ordered and you have to be at your house between 8:00 am and 5:00 pm to let the repairman in.

I recently bought all new appliances for my Mother and did not even think about looking at Sears. I will never buy anything else from that store. I think it is criminal that they sell this extended warranty and it is worthless. You lose more money missing work that the machine is worth! Also this washing machine tears our clothes up and when it drains the water, the trash and dirt is left behind on the clothes. I urge everyone to stay away from Sears.

HONOLULU, HAWAII -- Purchased a Kenmore Elite model #52203100, serial number SL2837343 side-by-side stainless steel refrigerator ($2000) and five year extended warranty ($440) in 2002. We've had numerous problems with it since it was new -- 13 service calls in five years; mostly ice maker failures, once it was the compressor, but the latest was the refrigerator door broke off the hinges and fell on my head. I suffered head and neck pain, and experienced headaches for a few days after that. After it hit me on the head the door fell and damaged the kitchen wall.

In 2004 we had seven service calls between April and October alone. We requested a lemon law replacement at that time and was denied! Upon requesting a replacement under the lemon law this time we were assigned case #** and were told it would take 48-72 hours to process; it has now been more than a week and it is still not resolved. We were told the 48-72 hours is not 2-3 days – it is approximately 9 working days based on an 8-hour work day!!! Ridiculous!!!

We have talked to eight Sears associates, seven at the National Customer Relations Center in High Point, North Carolina (Chantelle, Sally, Monique, Carol, Sandy, Lynette, and Judy). We get the same run-around from different associates, passed on from one to the next, only to be told our case is being reviewed to see if we qualify (how long does it take to see that there are 13 service calls for our refrigerator and that it is a lemon?). We are constantly told that we should be approved within "24-48 hours" and that they will call us back; we've NEVER received one call back.

When we call back we are told it is in process and some story about there is a rush on it. Rush??!! More than a week, no resolution, and this is considered a rush??!! Three times we had to provide the associate with features about our refrigerator so they could determine what the replacement value is – three times!!! $300 of food wasted; can't use refrigerator; can't get Sears to authorize and process a replacement refrigerator; too many excuses and run-arounds.

NORTH PLATTE, NEBRASKA -- Immediately prior to our transfer from NE to TX, my husband and I went to our local Sears store in NE to buy a new refrigerator for our new home in TX. The saleslady assured us we would receive the new fridge in time for the movers. The fridge was delivered on time and loaded on the moving van in the original packing from the Sears warehouse.

When we arrived in TX and unwrapped our new refrigerator, we discovered tags on the refrigerator reducing it in price from $1410 to $799, and an additional sales reduction price to $250!! The refrigerator front was scratched, the interior glass shelving had scratches. The ice machine did not work and required 2 service calls to fix. Items that should have been in the refrigerator (such as egg tray, etc) were not present, and instead a plastic bin had been tossed in that does not go with the refrigerator. The control panel has a dent. The manual is stained.

Obviously we've been sold a used fridge that had been returned and reduced in price TWICE, then sold to us as a "NEW" refrigerator. I contacted Sears by phone and was told there was nothing Sears Co. could do as I needed to take my complaint to the point of sale in NE. I called Tammy (the saleslady) in Nebraska and was told that she could do nothing. Nothing at all! She kept repeating that she ordered a new one from the warehouse, and I responded..."but that's not what we got". Tammy said that I would have to try to locate a Sears store, go there and find someone who would listen to my complaint, and see if that store would possibly do an exchange.

I told Tammy that this was a burden as I would have to find a store and travel into the large city, and then I asked about delivery fees. Tammy said I would have to pay delivery charges. I responded that I should not have to pay delivery charges TWICE for the same sale. Tammy said "There might still be a rebate for delivery charges." I told her this was unacceptable, and she said that it was all she could do...which was nothing. She would not even contact the nearest store and do all the explaining, set up the transfer of refrigerators, and get the delivery charges waived. Unacceptable.

We've been loyal Sears customers since the early 80s. We've purchased appliances, thousands of dollars of clothing and shoes, housewares, lawn tractors, other lawn and garden equipment, tools, etc!! Never again. Not one more Sears sale from this very unhappy FORMER Sears customer.

CLAWSON, MICHIGAN -- Today I had the unpleasant misfortune of purchasing a water heater from Sears. On the website, they ask you to take a photo of your existing water heater, and to provide the model number along with your phone number and email address. There is a 5% discount for doing this online. They were supposed to get back to me within 20 minutes. Several hours later, I decided to call the number I found for Sears and order it over the phone.

After talking with a sales representative the total amount was supposed to be $840.47, while in the process of completing the order I received an email response from the original site I posted. Their price was $818.20... after telling the phone representative of the difference she was able to give me the price from the online quote. She proceeded to complete the order, she was polite and nice. After getting my credit information, she told me she had to read me a long list of potential items. Remember, I have already given her my credit card information. I listened to what she said. Later in the day I got a call from the installer to set up a time frame, once he got here.

I was told there would be an additional $230 charge to switch from a 3 inch vent to a 4 inch vent. Sears had the photo I sent and was aware that, the vent would have to be changed and that an additional expense was needed, however they did not mention this to me. I called them again, frustrated and angry of course, they told me there was nothing they could do about the price. My energy company DTE could have installed a similar water heater for $795 out the door costs, no add ons. I have been a loyal Sears customer for a long time... I can no longer say that.

ONLINE, NEW YORK -- I was trying to make an online purchase from 11:30am until 5pm. I contacted multiple people in customer service, customer relations, and customer service in the executive office. They had technical difficulties online and changed their original prices of a washer and dryer I was trying to purchase. I was trying to purchase a washer and dryer online from 11:30am-5pm!

The price online stated it was $549.99 and the delivery, installation, and services charges are free. I added some installation accessories to the total along with the haul away fee. When the computer refreshed the total... the price went up to $599.98 and the delivery and service fees were both $69.99. PLEASE PLEASE PLEASE make sure to check your totals and any tricky additional fees they are adding online, especially when making an expensive purchase. I spoke with customer service, customer relations, and the executive office.

They were extremely unhelpful, and only offered me the price of the washer and dryer for the $599.98 price along with the $69.99 delivery fee for WAITING and speaking on the phone with them for 5 and 1/2 HOURS! This is the worst customer service I have EVER had to experience. They had technical difficulties, could not assist me, did not even address the issue that it was THEIR FAULT.

They are showing the INCORRECT prices online and were not willing to grant me the original price of what was up on the screen. I even offered to take a screen shot of my screen to show them that I was not lying and to email or fax it to them and they said it was not necessary. After that entire experience, I will NEVER purchase ANY type of product nor do I recommend others to purchase anything.

I would much rather pay more money to receive customer service and products the correct way, and if there is a mistake on your part, I suggest the company fixes it instead of saying there are technical difficulties and adding on prices to the total at the end. Overall terrible experience with their online department and customer service. I am taking my business elsewhere and appalled by the long wait and extremely terrible customer service.

HARTFORD, CONNECTICUT -- Growing up my moms appliances lasted longer than she was willing to keep them. 10 years and then she wanted to upgrade to a newer model. Sell the old one in the Yankee flier. She never bought extended warranties. If something broke, call the local repair guy. My last Kenmore Elite Washing machine failed a bit after the warranty expired (of course).

Sears tried to sell me another extended warranty when I called to report it failed until I told them what was wrong and then said, if I pay Sears to repair it, they would be willing to sell me another extended warranty after I paid for the repair. Well, that wasn't exactly what I expected to hear after my expensive Washing Machine failed after a couple years. So I went with a local repairman and he couldn't fix it.

So I called another with over 20 yrs experience in my area. He couldn't accurately diagnose or fix the problem either even though he had the technical skill and the error codes etc. After buying nearly 350 dollars in parts and paying over a hundred dollars in labor fees, nothing working and only next step was to try replacing another part that Sears charged 472.00 for.

After losing all that money and going through two licensed experienced repairmen, I had to buy a new one. I asked the technician if he might be able to contact the manufacturer for some product or troubleshooting support. He said if it was a Whirlpool or any other brand yes but not Sears. They will not provide any product support because they want all the repair business on their machines.

Well, I am out a lot of money and called Sears to advise that part I spent 289 dollars on didn't repair problem... they said can't return and would not offer any product support to explain why the part didn't work when the error code F 70 indicated problem with control board/switch. Hell, if it was the part that was faulty and you have to install to see if it works but can't return if it doesn't, that is a Win lose in the manufactures favor.

When you spend a lot of money on an appliance, you expect it will last and if by chance it breaks, that you will be able to hire whoever you choose to fix it. Not the case. Sears doesn't stand behind their products, they don't care about customer satisfaction, they want to sell products that don't last so they can keep making money on the warranties, parts, and repairs. Think of Kenmore appliances as disposable and save yourself some money.

Don't fall for all the gimmicks... pretty colors, electronic features you don't need, and false promises that come with big price tags. Buying fancy and paying more won't get you a longer lasting product. Buy the cheapest, skip the warranties, and buy a new one when it breaks!!!

LAPLACE, LOUISIANA -- On Aug 2, 2013 we purchased a Kenmore dishwasher for 549.99. We were offered and paid for the install 139.99 and haul away 10.00. We were told that it would be delivered and installed on Aug 7. On Aug 6 Sears called and said the installer was booked and could not make it until Aug 14 between 8:00 am and 12 noon. On Aug 13 the installer called and confirmed everything was good to go on the 14th.

On Aug 14 (I take a day off work) at 9:30 am the installer called and said he would be there at 10:00 am. At 10:00 am the installer called and said the store doesn't have the dishwasher and it was on backorder till Aug 26. After hearing this we call the store and they say they have it there with our name on it. They say that due to where we live the dishwasher should have been sent to another store (I live 15 minutes in each direction from a Sears store) and that we can come get it. I tell them I paid for delivery and installation and this is not my problem, they knew where I lived when I gave them my money.

On Aug 16 Sears customer service calls and says they are going to make this right and asked when did we want it delivered and installed, we tell them since we were out of town we would get back and would like it delivered and installed on the 19th after noon. They said we would get a call from the installer on the 18th to confirm, never did get a call. Aug 19th no one showed up.

We call customer service AGAIN, and were promised they would make it right, they tried to call the installer but got no answer. They told me I would receive a call the next day. Well here it is Aug 20 8:30 pm and I haven't heard from anyone, nor do I have what I paid for. This is not the first bad experience we have had with Sears but it will be my last. I will never but anything from Sears again, and I will do my best to see that everyone I know never buys from them also!! Buyer beware!

NOVI, MICHIGAN -- I bought a refrigerator and it had to be replaced due to it being received damaged and had to wait a week for the replacement. I've owned the appliance for 1 year and it is the absolute worst appliance I have ever purchased. I have had 4 service calls within one year, not including the first one to replace the damaged unit that was delivered. I have had to completely toss out 2 full refrigerators worth of food due to everything freezing in the refrigeration section of the unit.

The LED board continues to claim that the water filter needs to be replaced (I changed it twice in one month) before I figured out that the issue was not the filter, but the computer board was not correct. Yesterday everything on the top shelf was frozen again tossed out everything on the top shelf, then today my kitchen and basement were flooded when I came home due to another malfunction with this appliance. I had to completely turn off the water in the house to get the leak to stop as it appears the technician who connected the water line put in a faulty gate valve so the water cannot just be shut down to the fridge.

I then proceeded to waste 3 hours of my life that I will never get back (I was on hold for 55 minutes only to be told by service that my appointment could not be moved forward). I tried to get a service technician scheduled to fix the multiple problems only to be informed that I had to wait 2 weeks (I did pony up over $500 dollars for a 5 year extended warranty and service agreement).

This has been the absolute worst service experience I have ever had on a big ticket item ever. I also purchased a matching dishwasher and oven/range and I asked that Sears get these worthless appliances out of my home. Only to be told I could return them but will be charged a 15% restocking fee and pick up fee for returning the appliances. Plus I had to wait another 30 minutes on hold while they set up a date to come get these appliances. The date was less than 48 hours from the time of my call. I found it equally dissatisfying that they could arrange to come get the appliances in under 48 hours, but it would take 2 weeks for a repair.

Do not buy appliances from Sears if you are looking for ones that work and a service team that will respond in a timely manner. The worst buying experience ever. No wonder Sears is struggling if this is the best they can provide for quality and service.

VAUGHAN - ON, CANADA -- Sears customer service and their technicians suck. Try to avoid purchasing appliances from them. My Kenmore washer which I purchased 5 years ago suddenly stopped working. We called Sears Customer Service and booked us a technician to come and see what the problem was. A week after the technician came to our house and after he checked the washer, told us that there are 3 parts which need to be replaced and if we decide to fix the washer, these parts would be covered by the manufacturer warranty, but we still had to pay for labour costs plus the diagnostic fee of $85.00.

So he ordered the parts, which we had to wait for another week to come. After the week goes by, he came back and as he started to work on the washer, noticed that one of the parts he ordered was missing. It turns out we had to wait another week for that part to come.

So after another week without washer (with 2 kids at home and another one on the way any day now) he came back with the missing part. Starts to work on the washer, puts everything apart and suddenly this time noticed that this time the spinning basket he ordered wasn't the right size. So now every single part of the washer is laying down on the basement floor and he says: "I am leaving, there is nothing I can do, call Customer Service and complaint to them for not sending the right part."

I call Customer Service that same day, being very upset and disappointed and after 30 min of putting me on hold, the guy tells me they are investigating why was the part sent the wrong size and they have to contact the manufacturer to find out if they still have this part on stock or they don't make it anymore as according to them, it's an old model washer. But he assured me that it will take maybe a few more days, no more than that. A few hours later my husband called them and they told him a different story. They ordered the part but we have to wait another 3 weeks.