Sears Customer Service Complaints Mounting and I Know Why!!!

Not sure where to even begin but have to get this out because so many others are experiencing similar issues.  If you just take a look at the Sears Facebook Page you will see post after post about the same issues.  Long story short I was without the use of my dryer which I had a master maintenance agreement on for nearly 8 weeks.  When we called to set up service we were given a date so far out and told that if a cancellation happened it could be sooner.  It was not sooner and the parts that were supposed to be delivered to NY to fix the washer ended up in NH, but that was not the best part, the technician called in sick and they had no replacements.

out of order

After waiting all that time with no dryer in an Arctic blast, where you could not even think to hang clothes up outside, I was at the end of my rope.  When I called customer service the girl on the line could not even find the part order at which time I asked for a supervisor who was rude and would not give me her number, told me there was no one above her in the Phoenix office and basically told me Tough Luck!


I wrote on the Facebook Page and emailed and the next day got two very helpful people who wanted to make things right, they offered to let me get a new dryer because of everything and the time that would be needed to get new parts and a tech.  Sounds great right?  That is what I thought except that they could not send the components needed for the new dryer until a week after it was delivered and that since I had a front loading Kenmore Elite washer I needed to get the dryer to go on top that would fit.

bad repairman

The day it was delivered and set up which included moving of both units and securing them etc, I thought we were through the woods.  However my happy feeling was crushed when doing a load of laundry in my washer after the installation of the stackable units, I had my 6-year-old tell me there was water all over.  I found 2 inches of water all over my laundry room and running like a river down 2 adjoining hallways.  I grabbed a carpet cleaner to suck up the water and later found that something had been done to the machine that either broke the spider arm or the support and that was 3/4 of the price of the washer.  Now I had a no washer, a dryer I never would have bought because I would have purchased a different unit had I not had to make it stack with my washer and no end in sight to this fiasco.

broken washer

Called Sears and put through the runaround with having to call their claims company then being called by the case manager and told since I did they could not do anything until that was investigated but did offer me 10% off the purchase of a new unit that I only need to purchase thanks to their man handling of my perfectly working washer.  Oh they upped it to 20% but then never sent the code and I was told if I purchased a new washer, I can kiss goodbye the fact that I will be reimbursed for the damage even when proven.  I was told to stay without a washer even though we live in a rural area and do not have the convenience of running to a laundromat for washing the now piles of clothing that are sitting.

So to anyone dealing with Sears, I truly feel for you and wish to be an advocate not only for myself but for all the others on that page who are going through similar situations.  It is a shame that the company treats its consumers like this.

Today I found out that the washer I have is involved in class-action lawsuits over alleged defects in various front-loading washing machines that may have allowed for mold to build up.  A Chicago-based appeals court said a class action would be the most efficient way to resolve the dispute.

“There is a single, central, common issue of liability: whether the Sears washing machine is defective,” Judge Richard Posner wrote for the appeals court. The Sears case also involves claims that many of the washers had a defective control unit that caused the machines to shut down. At least eight sellers or manufacturers of front-loading washers have been sued. Together, the lawsuits involve tens of millions of consumers and virtually every front-loading machine sold for more than a decade, according to Sears. The Sears case is Sears, Roebuck and Co. v. Butler, 13-430. The Whirlpool case is Whirlpool v. Glazer, 13-431. The Bosch case is BSM Home Appliances v. Cobb, 13-138.


Update–4/9  Well, heard nothing and could not get through to claims except voice mail which never results in a returned call.  The lovely customer service team also erased my concerns from their Facebook page thinking if they were deleted the issue would go away.  I am through with Sears, they have non-existent customer service, they don’t care about their customers or stand behind their products.  I just bought a new washer and it is not a Kenmore Elite, it is not a Kenmore anything and it best of all was not purchased from Sears!  Is it any wonder Sears is on the verge of closing its doors forever when it treats customers like this?


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7 Responses to Sears Customer Service Complaints Mounting and I Know Why!!!

  1. Heather!

    Wow, I saw all those complaints on their FB page! Sure, it’s typical to find some people unhappy and complaining o. A company’s social media sites, but there are tons of complaints…and that’s just from TODAY! What a shame. Sears used to be one of those companies you could depend on. I’m sorry you are going through that! It would suck at any time, but with the weather and your remodel projects…ugh. Stand your ground as much as possible, and keep spreading the word! We are about to buy a house and will need to buy all new appliances. Guess where I won’t be shopping??

    (Maybe you should post the link to this piece on their FB page to let them know that you share your experiences…good AND bad!)

    • Thanks Heather I did put a link to this on the Facebook page. What I hate most is that they are telling me if I go out and get a washer I will lose any chance for them to take responsibility for their actions. I think that is the tactic, they want to make the customer feel in despair so they throw their hands up and give in and get a new machine and absorb the entire cost themselves for something that was broken and damaged by them. It is really a sad, sick game. How long do they think a family with 5 kids can wait around without a washer?

  2. Laura J

    Oh this is really good to know! I have been looking around to buy a new washer and dryer and was debating on two…one set was from Sears. Think I will go with the other one!

    • Yeah I would if I were you, if you look at the Facebook page you will see comment after comment like mine. They deleted my comments as a means to make my issues go away. I would also sway you from a front loader because there are so many issues with the spider arms and the mold etc. They do not last as long and now you can get top loaders in HE without agitators that have a better track record so that is what I am back to. I just bought a new washer and exchanged the dryer and will do an update when I have them delivered. You can bet though I did not purchase from Sears or buy a Kenmore Elite.

  3. Sears Cares

    Carly K,
    I saw your post 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 are sorry for the troubles you have encountered with your washer and dryer. We can truly understand your disappointment and see we have fallen short of your expectations. We would appreciate the opportunity to discuss your experience 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 (Carly K), to 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

    • Liz,

      I already went that route and that is who I was dealing with. They are the ones that told me not to get a new washer and that it would ruin my chances of being reimbursed for the damage Sears caused. I was expected to stay without a washer. Nothing was done to help the situation with the washer except to make me so frustrated and full of despair that I would go and and just buy a new washer. Great work by the Sears Customer Service dept showing they could care less if their customers issues are taken care of. It is exactly the reason that my Facebook comments were deleted and just ignored like they do not exist. I am more than frustrated and nothing was done to help, even though my washer was broken during the set up of stacking and securing the dryer. Beyond that my washer is one of the models in the class action law suit. Still nothing was done, my concerns deleted and all I got was a lesson in the absolute lack of customer service along with all the others on the Facebook page.

  4. Janet Young

    I had purchased two items from Sears on line one was a desk. And the other was a stereo the desk issue was fixed but the stereo issue is not. When i had ordered it I used my points to pay for it. And that total piece was 11.24 cent. But when I talked to customer service I was told that the 11.24 cent when to the replacement and not on the total bill. When I ordered it I was told that my points would be used for it. What is up Sears.

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