We just had a baby and decided to use cloth diapers (for the sake of the environment). In keeping with the Green theme, we decided we should also have a more energy efficient washer and dryer set. The combo we had got the job done--washed and dried just fine--but as each load of diapers requires 2 washings, we thought we should be using less water and energy.

After some research and an hour with the salesman at Sears, we opted for the Kenmore Elite Oasis set. (The washer is an HT, an agitator-less top loader, and the dryer is ST.)

Well, we discovered right away that the washer does Not clean poop off the diapers. Not with Two washes, not on the heaviest cycle, not with presoak (even presoaking on both washes!) There were still diapers with poop on them. My old washer may not have saved energy, but I bet it used less than this one after all the time spent.

I called the service department, because I paid an additional $500 for the 5 year service plan. The tech came out, did what they do, and told me the washer (and dryer, which had its own issues) were working properly. I mentioned that the properly working washer did not remove poop from diapers. The tech informed me that no agitator-less washer would properly clean diapers. I wonder why the salesman didn't mention that? Could it be the commission on a $2000 washer/dryer set?

 I have been on the phone with 13 delivery/service/customer reps. We scheduled a pick up to return the set. Which, by the way, carried a 15% restocking fee. Nevermind that the washer and dryer don't work. Additionally, the delivery folks were scheduled to re-install my old washer and dryer, which I had the sense (foresight?) to keep. When the pickup guys got here they said they could not re-install my old set. I couldn't let them take the old or I would have Nothing hooked up.

To make a long story short, it has been three weeks and the things are still here. The folks who have scheduled have lied (five different people said the old set could be reconnected) and have NOT scheduled pick up like they have said. I have spoken with at least four different managers, all of whom said different things. The most recent has said that he will waive the restocking fee, but they canNOT rehook my old set. Now I have to pay someone else to come out and do it (I don't have the equipment to get it back in the house.)

All in all I was VERY dissatisfied with the performance of the Kenmore Elite Oasis HT and ST (the dryer steam function did basically nothing. Clothes were just as wrinkled as before the Refresh cycle.) The washer did not clean well, and the clothes came out wrinkled to the point of having to iron everything, even after going through the dryer (there is no permanent press setting on the dryer like my old set.)

Sears customer service is the worst I have experienced in my life. I will be contacting the Better Business Bureau at the least. No one seems to know what can and can't be done, and scheduling for delivery (and pickup) is not convenient (you don't find out until 8pm the day before whether they will come in the morning or afternoon.)

I wouldn't recommend ANY appliances from Sears, based on the service. And if you decided you can live with that, I wouldn't recommend this particular washer and dryer. Personally, I will avoid Sears in the future.