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Washer
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

ROME, GEORGIA -- I have purchased the last appliance from Sears. We've had several issues with our appliances only to find out that our long time appliance repairman cannot get either the manual nor parts to repair a Sears appliance. We either have to pay the outlandish cost of a warranty or have a Sears repairman come 60 miles for the repair. Although the saleslady we bought the appliances was very helpful, she failed to mention this to us.

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Worst Retail Experience Ever! Don't Shop at Sears!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LACEY, WASHINGTON -- After moving, I purchased a Samsung washer/dryer set from Sears. After the delivery team left, I ran my first load of laundry and it dumped water all over the floor. I asked the delivery team to come back and take a look and they said I would need to make an appointment with service. I got the impression that this had something to do with the fact that it was Friday and they were ready to call it a day. But I made the appt.

The day of the appt, they no showed and at the end of the appt window, I got an automated phone call letting me know my 'delivery' appt was scheduled for the next Tuesday. I call the CS number to determine why it was rescheduled and why it was a delivery appt. The women I spoke to was rude and unhelpful but did assure me the Tuesday appt was to fix my washer.

That Tuesday at the end of the delivery window, the same guy from delivery that said there was nothing he could do showed up, looked at the washer for 30 seconds and said I needed to get service out to look at it. Glad I took half a day off work for that. At this point, I decided that maybe I didn't want to do business with Sears after all and I called the store to set up a return.

The women I spoke to was so nice and helpful though I thought I would give it another try. She arranged to have the broken washer picked up and a new washer delivered on Friday. So imagine my surprise when Friday morning comes and delivery shows up with a new dryer and no washer. I was done. I asked them to load everything up and return it. I was going to try a professional outfit.

After the return, I never got any notice and had never received the Sears card I had opened to get the 15% discount so I called to check the status and learned that they had mailed the card and backup to the wrong address but I shouldn't worry because there had not been any fraudulent charges. Yikes! I closed the account anyway. They were then able to confirm that the washer and fittings had been returned but the dryer had not and I would need to contact the store. I contacted the store on several occasions and was told each time that they would either get back to me or that they would get it fixed right away, but nothing ever happened.

One time, I even took additional time off work to show up in the store after I got 'disconnected' during a transfer. When I could not get them to do anything, I went to the corporate level and got the same level of service. Each time I call, they tell me they will research it and get back to me and then I hear nothing. I had at least my fifth phone call with them this morning and supposedly they will get back to me by noon today. I will believe it when I see it.

It has been over a month and so many wasted hours on the phone and they still have not issued my credit. I am at my wits end. Dealing with them is like wrestling with jello. They agree with me and tell me they understand my frustration and then nothing happens. Please do yourself a favor and shop anywhere but Sears!!!

Resolution Update 10/08/2013:

After posting this I went into the store one more time and was able to get a manager to force the credit. It is unfathomable that it took this long and so much of my time. At least I am finally off this crazy train.

Company Response :

Cecil.Amanda,
My name is Liz and I am a member of the Sears Cares Escalation Team. I came across your post and wanted to express our apologies for the difficulties you have experienced with your washer/dryer purchase. It sounds as if we have let you down on just about every level imaginable and would like to offer our assistance. We would like the opportunity to speak with you and address your concerns. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Cecil.Amanda), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support

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Poor Delivery and Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONLINE, TENNESSEE -- I ordered an LG washer and dryer for $3,000 3 weeks ago - the item was described as being in stock and would arrive in 4 days. That 4 days is 3 weeks now with no washer and dryer. Now they are saying it is on backorder. I really want this washer and dryer so I am trying to hold out. The customer service is horrible (in India) and they can't understand you or you them at all.

I actually tried calling the corporate office and they hung up on me, forwarded me to voice mail that was not set up once, and just did not care or want constructive suggestions to improve their business. Sears needs to go out of business. To me, they already have but are maintaining a facade by still taking people's money.

Company Response :

Dear khaskell43, My name is Susan with the Sears Cares Escalations team. In researching your case, I see that we have reached out to you on a separate internet site but haven't received your contact information in order to help resolve this issue. We'd like to again thank you for bringing this situation to our attention and offer our assistance to help resolve it. Please send the following information – contact #, screen name (khaskell43), phone # used at time of purchase to SMAdvisor@searshc.com.

Thank you,
Susan R.
Sears Member Services

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Worst Washer Repair Service Ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BLOOMINGTON IN -- Have had 3 appts. with Sears to work on Kenmore washer. First one they called and confirmed the day before, day of appt they call at noon and say sorry, not enough techs to make all appts. She re-schedules me for 10 days out, repeats over and over "this is the next available appt." I go online and it shows open appt in 4 days, so I make that 2nd appt myself.

So we get to 2nd appt, tech shows up and is here for about 5 minutes and says "OK it's fixed." Well it wasn't. Used it next morning and same problem. Called to get 3rd appt and was set for only 2 days away. That's great, wrong, no one ever showed up! Waited all day and no one ever showed up or even bothered to call. So angry, I could throw this washer out the door.

After talking with 1st customer service, I was told not enough techs to cover appts. Well then don't overbook! Ask to talk to supervisor and was put on hold and he never came back. Imagine that! Called 2nd customer service and I went through the whole story again asked to talk to supervisor and she came back and told me to call him back in 2 hours, he was helping customers. Excuse me, what the hell am I. I am done with Sears for ever. Never buy anything from them again, definitely never making another service appt. Sears called me the next morning wanting to reset my appt for 1 1/2 weeks away. Not going to happen ever again.

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Left Me Without a Washer
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- I had bought an LG washer at Sears.com and paid to get my old working unit hauled away. Well, they hauled away my working washer, and delivered me a unit that was all dented. I told the delivery guy, he asked me to call the customer service, which I did within 15 minutes. The delivery manager reassured me that he would have my old washer returned and this one taken away... well that was that!

Now they tell me that they cannot return my old unit, but I can return this unit and then BUY another washer! Where is the customer service in that? They left me without a washer after they lied to me that they will return my older washer, and then refused to replace the one I have. I have three kids and no washer because Sears lied to me took advantages of me - what crooks, - a joke customer service! Liars, cheats, crooks.

Company Response :

Hi mupi781999,

Thank you for taking time to post about your washer delivery and haul-away experience. It is clear to us that what you've encountered is both inconvenient and upsetting. We acknowledge how frustrating this must be for you to still be without a functioning washer in your home. My name is Brian and I am a member of the Sears Social Media Support team. Upon reading your post I am compelled to reach out to you at this time to offer our assistance. We would be more than happy to connect you with a dedicated case manager who will work closely with our delivery business partners to resolve this matter for you. Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (mupi781999), to reference your post to smadvisor@searshc.com. Again, thank you for bringing this to our attention; we look forward to speaking with you soon.

Thank you,
Brian R.
Social Media Moderator
Sears Social Media Support

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Sears Won't Stand Behind Their Warranties
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MONTROSE, COLORADO -- I bought a brand new washer. In 4 months it quit. Called for a service representative to come fix it. They scheduled for a week out. Then the day they were supposed to come I took off work to be here (at their request) they never showed. When trying to contact them by phone they hung up. They finally said maybe in two weeks they could reschedule. When I told them that was unacceptable, they agreed with me that if I wanted this problem fixed it would have to be done through the courts.

The first time I wrote this review it went first to Sears so they could have a chance at fixing this. Again no reply on Sears part, won't talk to me. I called the store I bought it from, the manager said that is what Sears does to her as well. Hang up on her if she calls with problems. She told me she would contact her district manager and get back to me, guess what. Now she won't talk to me. Sears is intentionally selling us, the consumer faulty junk and refusing to make it right.

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Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MIAMI, FLORIDA -- I ordered a washer and dryer to be delivered on Dec 19. I took the day off to wait for the delivery. The dryer came on time but without the washer. Because the units are stackable the delivery man left the dryer in the middle of my dining room. I got a phone call that the washer would be delivered that same day between the hours of 5-7. Well 5 and 7 came and went. No delivery. I got another phone call that they cannot deliver that day and it will have to be the following day.

Taking another day off work I got a window between 3-7 pm. At 930 pm the driver called and said he did not have the unit and he will have to deliver it the next day. The next day I have a flight to NY! When I called customer service they were rude, refused to help me and kept transferring me and then hanging up on me! Beware before you order anything from sears! I wish I read the reviews first. Who knows when I will get my washer that I paid for already.

Company Response :

Stephaniebism,
We thank for taking the time to let us know about this situation. My name is Liz and I am a member of the Sears Cares Escalations team. We can truly understand how important it is to have your washer delivered as promised. We would be happy to connect you with one of our dedicated case managers to assist you and address your delivery concerns. Please send the following information – contact #, screen name (stephaniebism), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support

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Washer Installation and Delivery
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BROOKLYN, NEW YORK -- This was the worst customer service experience I have ever had. I ordered a washing machine and the person who took the order made a minor mistake so it wasn't delivered the day it was scheduled. I spoke to 15 different people, chatted, emailed and wasted hours on the phone to try to sort it out.

There is no communication between departments, there apparently is no system for dealing with mistakes, they provided inaccurate information, they don't follow through, and repeatedly tried to send me to another department where I'd have to go through the entire explanation again and again without any resolution. I was regularly provided with contradictory information; apparently no one has any authority. The person I was chatting with finally confirmed--in writing--that the delivery would be rescheduled for two days later, indicating that the delivery people would confirm the time slot within 24 hours.

But I never received a confirmation from the delivery department. So when I called to find out what was going on I was again passed from department to department person to person. No one knew how to make sure it was loaded on the truck the next day and my address was on the schedule. I got every excuse in the book: that they emailed and got no response, that the marketing manager wasn't there, that the supervisor didn't answer calls, etc. etc. This was just an exercise in frustration. Needless to say it wasn't delivered.

Company Response :

Hello ronniebjust,

Thank you for posting about your recent online purchase and member services experience, we can certainly see how this has been a confusing and aggravating situation. We know the importance of having purchases made online properly processed in order to provide the most accurate information when necessary; it appears this is not the case for you. My name is Brian and I am a member of the Sears Cares Social Media Support team. After reading your post, I am reaching out to you to offer some assistance. We would like the opportunity to put you in touch with a case manager who will work closely with our online, delivery and installation business partners. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (ronniebjust ), to reference your post to smadvisor@searshc.com. Again, thank you for posting and we look forward to speaking with you soon.

Thank you,

Brian L.
Social Media Moderator
Sears Social Media Support

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Sears Customer Service Is The Worst Ever!!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WILLOW GROVE, PENNSYLVANIA -- We bought a washing machine at Sears and the guy comes to deliver and install it. He's chatting it up on his cell phone the whole time he's installing it (obviously not a business call). After he leaves we run a cold wash. Ends up the guy hooked the hot water up to the cold intake and the cold water up to the hot intake. A nice sweater and shirt are ruined as a result.

After discovering this, I immediately hooked up the hoses correctly and called Sears customer service. They asked me if I bought the machine online or at a retail location. I told them I bought it at a store and they told me to go to the store and the manager will take care of it. So, I go to the store and speak to a manager and the manager gives me a different 800 number to call. I tell him I already called an 800 number and they told me to come to the store.

Company Response :

Hi dave.seidner,

Thank you for posting about the experience you had while trying to get your inquiry addressed; we are sorry to hear some of your clothing items were damaged in your washer due to the water connection mishap. We have a standing reputation of providing superior member assistance and it appears we fell short of the mark with your situation. My name is Brian and I am a member of the Sears Cares Social Media Support team. I'd like to extend an offer to provide further assistance by putting you in touch with one of our case managers. So that we may contact you directly, please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name to reference this post (dave.seidner), to smadvisor@searshc.com. Again, thank you for bringing this matter to our attention and we look forward to speaking with you soon.

Thank you,

Brian L.
Social Media Moderator
Sears Social Media Support

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2 Months Waiting for Service on Protection Plan
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RICHMOND, VIRGINIA -- October 21, 2013 Sears Protection Plan complaint. I paid $231.74 in April 2013 for a one-year Sears Protection Plan and when my Kenmore washing machine failed to start in late August, I called the number. They scheduled me for a date two weeks away. When the day came, I stayed home from work all day waiting, and no one showed up. I called and was made to start all over again, two weeks away. Again I stayed home waiting, and again no one came.

I tried a third time, again being placed at the back of the line, two more weeks waiting. This time a nice guy showed up, looked at the machine and ordered parts. The parts came directly to me within a few days, but now I've been stood up two more times waiting for someone to come DO the repair. Each time, I am made to start all over again, with a two-week wait. It has now been two months, and I waited all day again last Saturday for my appointment, and no one showed up. I got a robo-call at noon saying they were running late. When no one shows up, there is no follow-up, no apology, no effort to prioritize cancelled or delayed service orders.

I've heard that if you buy a protection plan, Sears puts you last on the list because they already have your money. I have now tried for two months to obtain service on my Sears protection plan, with still no repair. Isn't this a form of fraud? Where can I turn for help?

Company Response :

Hello Ecking,

Please accept our sincerest apologies; we can definitely see how troubling your washer repair situation has been for you. Moreover, we can understand to have a new washing machine fail to meet your expectations in such a short length of time is very upsetting. My name is Brian and I am a member of the Sears Cares Social Media Support team. After reading your post, I'd like to extend an offer of assistance. So that we may contact you, please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name to reference your post (ecking), to smadvisor@searshc.com and a dedicated case manager will contact you directly. Again, we apologize for the difficulties you've experienced and we look forward to speaking with you soon.

Thank you,

Brian L.
Social Media Moderator
Sears Social Media Support

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Sears Washers Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 26 ratings and
123 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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