"Horrible.
Control panel burned out in our stove. Part was listed in stock on the site - Asked for expedited shipping for almost $50 to get the part in 2 days. 2 Days later my order comes back as backordered. Customer service was completely clueless. Cancelled my order and placed it elsewhere.
STAY AWAY."
"This company is absolutely incompetent. Called verified a part was in stock. Ordered the part, they took my money. Their "supplier" canceled the order with no reason given. I have to wait a week to get my money back. Even though their sales department says today the "part is in stock". They don't have a clue as to what they have, where it is, or how to treat a customer! Stay away from this company!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"
"I have had a horrible experience with this company as well. No more of my business for them!!"
"So here's my story.... I ordered a new module label for my fridge. I called and spoke w/ an associate who confirmed the color was silver. I received the part but the color was wrong. I paid 24 bucks and change including tax and shipping. After a few days of Sears "looking into" the matter, I received a call from Sears stating that they made an error and would send me the correct part. Here's the kicker... They would not just send me the new part, they had to charge me a second time ($19.48, they said they would waive the shipping fee) and then credit my card for the 1st order. I sent back the wrong part and waited patiently for the credit for the 1st order. Anyhow.... I got my credit, of 14 bucks! The associate I spoke with gave me the "double talk" and tried to confuse me. After doing the math (I had her grab a calculator), i ended up paying 5 bucks more than the 1st order. After about 30 mins of reasoning, the associate said she would credit me the 5 bucks.
This whole ordeal really put thing in perspective for me. Sears Parts really sucks."
"I asked several times in several different ways on the chat if I was getting the entire oven door and was told that I was indeed getting it. The box arrived several days later containing only the front glass from the oven door. I spent an hour with customer service trying to get it rectified and they not only were unwilling to give any concession for the error they caused, but they quoted me the "best possible price" available for the parts I need, which are not even close to the best price available. Stay away from this terrible customer service experience."
"Most dishonest company I've ever tried to deal with!! Ordered a part from them on Thanksgiving Day 11/24/11 and they told me the Estimated Arrival Date was 12/5/11. Kept getting emails about every 2 weeks that the part was backordered and they didn't even have a date when to expect the part to be shipped.
Finally, on Jan. 4th 2012 (6 weeks after placing the order)or(1 month after I should have already received the part) I finally canceled the order.
Now here I am today 1/17/12 (2 weeks after canceling the order) I notice I still have a balance on my account and I call them and they tell me they can't credit my account and I should make my minimum payment to keep from getting a late charge. I say, "Late fee for what? The freaking order was canceled. I am not making a payment because all the more trust I have for this stinking company they are not getting a penny from me. Let them come after it and see what happens!!!!!
Here I am now, 1/18/2012 with a late charge on my account. My account balance is $36.89 for that part that I've canceled and never received. Now I have a $25.00 late fee. WOW....the fee is almost as much as the part that I didn't get!!! Is this a normal way of business. What percent markup would that be??? They have $0.00 in the cost of the part and I now owe them $61.89 with the fee included. Pretty good markup if you ask me.
One last word of advice for anyone who reads this.....
SAVE YOUR MONEY, TIME & HASSLE AND DO NOT BUY FROM SEARS PARTS DIRECT.......GET IT FROM THE MANUFACTURER OR SOMEONE WHO IS HONEST!!!!!!
PS: Just wish I didn't have to leave a 1 star. That's too good for them!!!"
"What a RIP off. I ordered a part Dec 28th. By January I received no notice of backorder, no notice of shipment. After reading reviews I realized I was about to have an issue. So I called. They told me the vendor has not responded. This means no one checked that order. Since they BILL when product not available, even though on line it states in stock, I asked for a credit. They said they had to wait for the vendor!! I said no- I then get an email saying credit will be expedited. I almost believed it- until today-got an email telling me about my back order. They didn't even bother to cancel the order! No credit issued as of today- three weeks later. Time to file a complaint with BBB. Too bad it's not possible to give them a "zero" star. DO NOT DEAL WITH!!
Follow up: Filed complaint with Better Business Bureau- intend to file with Attorney General's office also.
01/23/12 - credit finally received after daily emails to them. However also got an email from them today telling me about my backorder- which was cancelled FOUR times."
"DO NOT BUY FROM SEARS PARTS DIRECT. I wish I would have come to this site sooner. I am currently experiencing the same headaches and time wasted as everyone else. They sold me a part that I found out NO LONGER EXISTS, and continue to this day to tell me it's on backorder. Once, the website showed it had been shipped and was at my house, but when I called and was transferred six times over an hour, they finally said it was still on backorder. I have spent hours over multiple days on the phone with "customer service" who only read from a script and say whatever they need to buy to company more time to not deliver the part or refund my money. My order has been cancelled for over a week and a half, but no credit has been issued even though it was "guaranteed" in my account within three days, and I continue to get backorder emails. While a relatively small amount of money, I will be making a report to the AG. If you need a part, find a local place or go directly to the manufacturer or authorized dealer. DO NOT SHOP HERE. "
"One of the worst companies online. An almost total scam.
Everything is special order, and often backordered for months. They list everything as in stock, when it isn't. I eventually got the parts I ordered on the first order I made. The second order, also listed as in stock but wasn't, I cancelled, but so far they have refused to actually cancel the order. I have now filed complaints with the BBB.
Some facts about Sears PartsDirect:
They will still charge you for expedited shipping, even if it takes 3 months.
They don't stock items themselves, they are strictly a go-between, ordering from other suppliers.
Customer service effectively does not exist.
They sell parts based on deception, and have policies designed to steal your money.
"
"Very bad experience. I ordered a part that was shown on their webpage as in stock and received a confirmation that the part would arrive in three days.
When the part didn’t arrive I tracked it showed it as backordered. Then they kept pushing the projected delivery date back.
When the projected wait became three months I cancelled the order and shelled out four hundred dollars for a new refrigerator.
Although I'd called and double checked the cancellation,a month later they shipped the part anyway.
After contacting Sears several more times they promised a refund which hadn’t been credited after six weeks.
After more calls I finally was promised a credit in three days and they still refuse to refund the shipping, this on a part that they couldn’t ship on numerous promised dates and was cancelled well before it was shipped and should have never been shipped.
"
"I ordered two parts that were promised to be delivered by 11/25/2011. No dice. Then got an e-mail from them at 1:31 pm 11/28/2011 stating that all parts had been shipped. UPS guy drops off the package with only one part. Good old parts direct true to form forgot to include the other promised part in the package. They promised a refund of the shipping costs to make it palatable. But be warned that their version of over-night actually takes two days. "
"The worst customer service experience ever. After a series of errors on their part, including incorrect data in their parts ordering system, inaccurate information from order takers and general incompetence, I received a part I thought had been canceled and after I had purchased it locally from another supplier. I now simply want them to waive shipping costs for me to return the part, and they refuse to do so. This is a long, frustrating story made very short, but suffice to say Sears has lost my business for good. I'd strongly advise you neither buy from Sears PartsDirect nor shop at Sears generally to protest their total disregard for customers. Any wonder why Sears is going down the tubes?"
"I ordered this part on Nov. 8th, they said they had it in stock and ready to expedite ship to me. 3 days later I get an email saying the part has been replaced by a newer part or backordered (they didn't know which). I new the part was replaced by a newer part (that's also 3x as expensive), but they said they had the old part available and ready to ship. I then canceled the first order and ordered the more costly replacement part on 11/11/11. 3 days later I get an email saying the second order is also backordered. I call back and express my extreme dissatisfaction as my fridge is not working without this part. I tell them to cancel the second order and make sure to refund me for both orders. A week later I get another email saying both orders are still on back order and will be shipped to me when available. I call back again to verify that I have in fact canceled both orders and refunds are processing. They say yes. 2 days later I get another email saying BOTH parts are being shipped to me! I call again and yell at them, they say I now have to wait until the parts are delivered, call them back to have return shipping labels sent to me, send BOTH parts back, then they can process the refunds. I am very displeased. I have over $200 tied up with them waiting for refunds, and it's 2 days before Thanksgiving, and Christmas shopping is starting..."
"I REPORTED SEARS PARTSDIRECT TO THE ATTORNEY GENERAL.
I really wish I would have researched this company before I ordered. I figured it was Sears. It has to be good. Wrong!
After several e-mails initiated by me, I was told three times that my product was on the way. It never arrived nor was I told the product was no longer available. Their lack of communication meant Sears was in violation of the FTC's Mail or Telephone Order Merchandise Rule. I reported them to my state's attorney general's office--Department of Justice for consumer fraud. The state agreed with me and filed a complaint against them.
My complaint is still outstanding. I encourage everyone who has had this experience to report them to your state's attorney general! It didn't take me a lot of time and even if I never receive the parts, I get satisfaction in knowing that their attorneys have to spend time and money responding to my complainT and it will be on file for others to see.
"
"These guys outright lie to you about a part being in stock. They take your money and do not notify you that your part is backordered for weeks even though they assured you it was IN STOCK and would ship that day. They then tell you to expect your refund in 3-5 days? Absolute crooks.I wish it was possible to give these guys negative stars!"