Will never buy another appliance from Sears... archived

I've bought appliances at Sears for years (as did my parents), but I'm done now. I'm venting in case anyone else is looking to purchase and interested in the information.

The appliances are fine...I've had no real complaints about quality. But I just won't deal with their customer service again after buying a new washer from them last week... (FWIW, I got a midrange Whirlpool toploader, with all sorts of energy efficiency features)

The salesperson sold me a standard hose kit without asking about my needs. The hoses turned out to be too short for the location (the same location where Sears installed the last washer with no problem). The installation crew had no other hoses available, so I reluctantly allowed them to install it in the wrong place.

A couple of days later, I realized that they hadn't leveled the machine properly. It isn't just a little off...it is visibly off, bubble-trying-to-get-out-the-end-of-the-level off. So I stopped using it out of fear of harming it, and called to schedule a fix of both location and leveling.

No one knew who I should talk to about the hose replacement. Delivery service referred me to store. Store referred me to repair service. Repair service referred me back to delivery service. Delivery service tried to refer me back to store.

Delivery schedulers finally said that if I could go to Home Depot and buy the right hoses, the installers could make the change for me. WTF...appliance installers are incapable of getting six foot hose instead of three? I was willing to pay for the replacement hose, but getting it seems to be beyond the capabilities of Sears installers.

So, I made the special trip to Home Depot, bought another set of hoses and made sure I could be home today, the repair date they assigned me on Monday. I called this morning and found out that they had rescheduled me to Saturday, without telling me. I can't do Saturday, so now have a Sunday appointment, a houseful of dirty clothes, and am waiting for a call back from a manager so that I can explain why I will never be purchasing appliances from Sears again.

Yeah, I could probably move the washer, swap the hoses, and level it properly myself, with help from spouse. But I paid Sears to get this thing installed, and I expect them to finish the job. In the future, I will buy from people who can service customers without a web of national 800 numbers, not-my-problem handoffs, and outsourced installers.

(and, FWIW, the installer had the gall to give me one of those little talks about how I should grade him when I get the customer service survey call!)

Not a big deal in the scheme of things, and I'm generally pretty mellow about this sort of thing, but I am so done with Sears.

Try paul's appliances in newark. Knowledgeable. Match any prices, free delivery, good followup... never been unhappy.

I must be missing something here... Just how far away is the drain from where you want the washer??? It would seem to me that if you knew you needed a different hose, "The hoses turned out to be too short for the location (the same location where Sears installed the last washer with no problem)", then you would have mentioned that at the time of purchase...

Also, if it was "visibly off" how could you allow the installers to leave without fixing that problem???

Maybe you just didn't explain it right or maybe I just misinterpreted your post…

As far as Sears goes I don't do much shopping there but I do like their appliances and their service has always been more than adequate for us...

RSU, I bought a standard installation pack last time, as far as I know, so I didn't think to mention it this time. I assumed they would send a similar kit. I'm kind of shocked that people who install appliances for a living don't have the capability to up-sell me the right length hose if needed. A six foot washer hose isn't an exotic part.

Balance is visibly off, but I didn't notice it until I started using it and saw that the tub looked off balance after use. The level verified what I was seeing with my eyes.

I'll admit that when the installers were leaving, I was paying more attention to trying to solve the hose issue, and to checking whether they were taking out the packing materials than to checking whether they had used a balance. I guess I assumed they actually knew how to do their job. Also, I was distracted by the installer's telling me exactly what ratings I should give him when I got the follow up call...

But thanks for the cross-examination. Glad that you haven't had problems with Sears yourself.

After being VERY loyal to what we believed was Kenmore quality, we had an awful time with them getting our ice maker and later oven fixed. When we purchased new again, we went to Lowe's. If I am going to be treated like doo doo, at least I want to know that I got a bargain.

I've also bought Sears appliances and had pretty good success but, more recently, I've been pretty happy with both Karl's and Paul's. Karls (in Orange) also has the advantage of the reduced sales tax zone.

Well, it does seem odd that a repairman/installer doesn't have different hose lengths... I would think they would be an automatic supply item that he would have in the truck... As far as leveling, well, that speaks for itself... No amount of explanation could get them off the hook...

And who hasn't had someone 'instruct' them on how to fill out the questionnaire... My standard response to this is, "Do a good job and you won't have to worry about my answers"...

As far as the installation/repair/store quagmire, I would deal with the people who didn’t do their job in the first place, which would be installation… If they tried to pass the buck then I would simply request to speak to someone higher up the chain… And keep going that route until someone took ownership of the problem and finished the job right…

And while I can understand your anger/angst against Sears I still think that there were opportunities that you missed to ease or eliminate some of the problems... I'm not trying to be a jerk here... Just pointing out some things that may help in the future...

keep in mind that sears makes nothing, sears/kenmores are rebranded whirlpools, ge's samsungs, lgs. i would imagine in general most of those appliances are pretty good. but every now and then there's a line that stinks -- for instance whirlpool created a line of front loaders about 5 years ago (and sold them as whirlpool, maytag, sears, etc). absolute clunks. one of the largest appliances debacle ever. many of the earliest models were reluctantly bought back. many of the later ones in that series had a "secret" buyback & recall.

that said -- I'm not so sure this is a Sears specific problem. when the freezer suddenly started dying a few years back, my story about Lowes is almost unbelievable. Bought a supposedly instock appliance. You know that "we deliver free & in 24 hours" -- well, NOT -- it was 3 days later. Ok -- so the morning of the delivery I take off work. First of all, no one ever calls to confirm -- and speaking to a real person is next to impossible. It was supposed to be 8 am (or something relatively early). At 10 am I get a call, there is a small dent in the unit, do I still want it with 10% off (YES -- with a freezer full of food at home that's failing). It arrives -- the ENTIRE top is caved in, door won't even close.... They take it back. The next 6 months I have to deal with getting the charge removed on their charge card -- and am now racking up late fees and interest -- on a unit I never got.

I later discovered that in the tri state area there is one major appliance delivery company that now delivers everything for Home Depot, Lowes, Sears (and some other chains, too). Everything brought from a single warehouse. So -- you probably never ever dealt with anyone working directly for Sears when they brought the washer -- and why you got such a run around.

Sorry for the mess.

Oh, my... That might explain the runaround she is getting...

And the "small dent" and the "the ENTIRE top is caved in, door won't even close" had me falling off the chair... I'm sure it wasn't the least bit funny then but what a great story to tell now...

Susan,

Our issue with Sears was their Kenmore dryer. 3 years and 2 months after purchase, no heat. Turns out there was a class-action suit because the electronics were blowing in the model we got... but the issue had to have occurred within 3 years to be part of the suit. Ugh. So, that was a $125 part that we had to pay to replace.

Then after 4 years, our Sears Kenmore washer stopped spinning. Another electronic part needed replacing (and needed the whole washer taken apart to change it).

Hope after this at least your washer works well, and lasts a long time without needing any service!

When my washer/dryer got flooded in Irene, I first looked at Sears for replacements, but I thought their prices were rather high. I then checked with PC Richards and got better brands/models for much lower prices. Their delivery people were spectacular (I was the first delivery on a Sunday morning), they were fast, did the best job, and were out of there in 1/2 hour. Knock on wood, haven't had a problem since.

As opposed to the fridge I bought 2 years ago which started having problems 6 months after I got it from the Sears Outlet Center -- who responded with "there is no warranty on your refrigerator", which they NEVER told me when I bought it.

PC Richards will get my future busines (I've also bought at Karl's successfully, but find their prices to be higher than PC Richards, too).

rsu said:

Well, it does seem odd that a repairman/installer doesn't have different hose lengths... I would think they would be an automatic supply item that he would have in the truck... As far as leveling, well, that speaks for itself... No amount of explanation could get them off the hook...

And who hasn't had someone 'instruct' them on how to fill out the questionnaire... My standard response to this is, "Do a good job and you won't have to worry about my answers"...

As far as the installation/repair/store quagmire, I would deal with the people who didn’t do their job in the first place, which would be installation… If they tried to pass the buck then I would simply request to speak to someone higher up the chain… And keep going that route until someone took ownership of the problem and finished the job right…

And while I can understand your anger/angst against Sears I still think that there were opportunities that you missed to ease or eliminate some of the problems... I'm not trying to be a jerk here... Just pointing out some things that may help in the future...

Oh, I know how to pursue things until the job is done right, don't really need instruction in that! But when it takes half a dozen phone calls, a trip to Home Depot, and an appointment cancelled with no notice, then that business has lost me, probably for life, and gets a bad online review before I move on!

peteglider's description of one big installation company does sound like what I saw, and is likely a reason for me to favor stores outside of the major chains. Next big purchase, I'll be asking about who does their installation before I even begin to shop, I think.

sprout said:

Susan,

Our issue with Sears was their Kenmore dryer. 3 years and 2 months after purchase, no heat. Turns out there was a class-action suit because the electronics were blowing in the model we got... but the issue had to have occurred within 3 years to be part of the suit. Ugh. So, that was a $125 part that we had to pay to replace.

Then after 4 years, our Sears Kenmore washer stopped spinning. Another electronic part needed replacing (and needed the whole washer taken apart to change it).

Hope after this at least your washer works well, and lasts a long time without needing any service!

Yeah...we gave up on a Kenmore dryer when an expensive circuit board died too, but it was at least 5 years old at the time. Our old washer was Kenmore, and made it through 12 years with kids, thanks to a few minor repairs.

I kind of wish someone made nice washers with NO circuit boards or electronics...the kind of thing that a handy layperson might be able to fix. But instead I've now got a fancy HE washer with all sorts of settings, and a dryer with a dryness sensor that always stops a little too soon!

(and, of course, 5+ hours later and no call back from a manager to talk about my complaint...so much for that promise)

I cancelled my credit card six months ago. I realized they only sell junk made in china or are unresponsive to service issues as you've found out. We had an oven issue that took months to resolve - yes, it was a circuit board.

I am shopping for a new dishwasher following all these threads and looking into Pauls' and Sears (we have a 10% discount there) and thought maybe I should replace the clothes dryer and maybe the stove while I am shopping. The dryer is over 20+ years old from Sears and the door won't stay closed so we prop it closed with a garbage can and when we turn it on it whistles for almost a full minute until the turning smooths out. Works great otherwise. Maybe I'll keep it as I am horrified at all the talk about 4 years, 5 years life span of all these new purchases. My dishwasher is also 20+ and the trays are worn and it needs repair so I decided not to repair it for the second time and just replace. Again I am thinking maybe good old reliable is better than new fancy. Stove is terrific except hideous as it is very old- predates our home purchase 20+ years ago. but it has double ovens and double broilers and fits the space perfectly in a width not made any more. I have looked into painting it and find no success. What a puzzzle. Does anyone have any recommendations for appliances that will/have lasted for as long as the crazy old stuff I have been using with all the eccentricities?

For years I bought Kenmore. I needed a vacuum and after researching (here) I couldn't bring myself or my bank account to spend the $$ on a Miehle, so went with the family brand (mom 50 years, me 25 years) and got another Kenmore. What a piece of junk. I feel like a loser every time I vacuum. No one to blame but myself, but I wouldn't buy a big appliance from them now.

I just bought a new dishwasher (GE) from Best Buy. When the guys came to install, right on time, they asked me about what hoses I had bought to install. I didn't know what they were talking about. I bought a dishwasher and ordered installation...what do I know about hoses??? Luckily, a kind young plumber was there at the same time (really my lucky day) and was able to provide the correct hosing package. So far (two months) I am fine with the dishwasher, but if I hadn't have had the plumber in the house, I would have had a problem with installation. I just didn't even know to ask about hoses!

It sounds like going with a smaller appliance store is the best bet. But I really wanted the 18 month no interest payment plan I got from Best Buy. Always a trade off...

We have been faithful Kenmore customers... until this summer when our not-too-old refrigerator died... would've cost almost as much to repair as to buy a replacement AND sears couldnt come to look wt it for at least three weeks... in the summer... Seems as if the products have a specific lifespan... Don't like that. :-(

Shortly after, my fairly old washing machine wouldn't stop filling... researched it.. Found a YouTube video that showed us how to fix it... for $80, we repaired it.. would've taken at least $300 and two weeks to get sears to fix it....

Since then, my husband and I have decided that if we can repair it in a reasonable amount of time for a reasonable price, we are gonna do it...

eta: went to Home Depot for the fridge... great service and price...

Yes, susan, I couldn't agree more! I had to buy a washer dryer (half the size, twice the price) for a tenant in another state. I ordered a Whirlpool online and the bill was immediately paid by my credit card company. They set up a delivery date for ten days from the day I ordered them. My tenant took the morning off and waited for the units to arrive. Then she received a call during the delivery time saying that the w/d would be delivered in two weeks. She takes the time off again, waits for the delivery, and when the delivery time passes she calls and finds out that the w/d are backordered and they tell her Christmas eve is the next delivery date.

I call customer service to cancel the order. They tell me that since I ordered it online, I have to speak to a different business. I speak to someone who eventually finds the order on the computer. She says that she will send an email to the 'back office' and the delivery company, and the back office will send me an email when the order has been cancelled. I ask her when I can expect the email confirming cancellation and she says she has no idea. I ask if she is talking days or weeks and she says she can't say.

So now I have ordered another w/d from another company and I have no confirmation that my Sears order has been cancelled, or that my payment will be reimbursed or that a w/d will not be delivered.

On top of that, I have a plumber and electrician waiting for it to arrive, and I have a pissed off tenant.

It was a really bizarre experience speaking to Sears customer service because I felt like I was witnessing the demise of a national brand. It was really mickey mouse.

lisat said:

It was a really bizarre experience speaking to Sears customer service because I felt like I was witnessing the demise of a national brand. It was really mickey mouse.

K-Mart bought Sears about 7 years ago. Explains a lot, I think.

For sure stay away from the floor model place in WO Essex Green.

Red_Barchetta said:

For sure stay away from the floor model place in WO Essex Green.

I bought a fridge from the Sears Outlet about 4 years ago. About a month after we got it, the compressor went (I think it's an Amana). Had George's Appliance come and repair it under warranty - no problem. They told me that Amana had a bad run with compressors. No problems since (knock wood).

I've heard that the private contractors that Sears hires regularly report that Sears sold the customer the wrong hose. Then they offer either to return the appliance to Sears or sell you a hose off their truck.

Just another potential hose job to be aware of.

brealer said:

I've heard that the private contractors that Sears hires regularly report that Sears sold the customer the wrong hose. Then they offer either to return the appliance to Sears or sell you a hose off their truck.

Just another potential hose job to be aware of.

Honestly, I would have been thrilled if my installers had been able/willing to sell me a hose off the truck, since Sears DID sell me the wrong hose. Sears could give me no better answer than a special trip to Home Depot before my return visit from the installers (allegedly to take place Sunday morning). An amazing waste of my time given the money paid for a washer, hose and installation visit.

But the good news is that the washer (a Whirlpool Cabrio) seems very good so far. It even got out some deodorant residue from a sweater that I had pretty much given up on.

We won't buy anything from Sears. About 5 years ago our Kenmore dryer went on the fritz and we called their service guys. He told us the motor was burnt out. OK, so the dryer was old and we went for a new one. Hubby disassembled the dryer and we put it out for bulk pickup, but being the puttzer that he is, he saved the motor. Months later he found that the motor was fine!!! Repair guy just didn't want to be bothered fixing it and Sears got sale. Never went back

We just replaced w/d following Irene & everyone was so backed up. I got them fr Best Buy. It eventually worked out, but there were snafus with the delivery as well. FYI at the store (Vauxhall), they were very clear about what hoses I needed to buy and they sold me them at the store.

Has a great experience with Karl's in Orange when I replaced the dishwasher last year with the top rates Bosch. I negotiated the price online. They matched Sears' price and there were several rebates With the 3.5% sales tax, delivery & installation it came to less than $900. The delivery people were spectacular. The existing hose fittings were corroded & the guy had a new one on the truck. I has to pay for it, but this possibility had been disclosed in advance, so I felt I had been treated fairly, and the job got done.