Sears PartsDirectReviews of searspartsdirect.com

Sears was always a reliable place to shop for appliance parts for my parents, so I didn't hesitate purchasing a part from their online store. However, my recent experience was a disappointment and will not be placing any more orders from them. Sears has essentially become the middle man of the parts/distribution. No more reliable Sears. My story: On the day of my purchase, the item was in stock (per the website) and the full amount was charged to my credit card and email stated 8-9 days for shipment arrival. Two days after this time, I received a notice that the item was now on back order - shipping tbd. I called and asked the Sears associate to cancel my order. They told me I would get a full refund in next 3-5 days. After the 6th day, I received another email that the item was again on back order. I called again to find out they didn't issue the refund and they said they were waiting on the merchant to respond. I requested Sears to cancel the order again. This time, I stayed on the phone until I received confirmation. A separate email confirmation was received that day with the cancellation and the notice including a reduction of my refund less a restocking fee (I never received item and it wasn’t shipped). Many issues: 1) Sears website said in stock at the time of purchase; 2) charged my credit card prior to shipment or acknowledgment of back order; 3) associate lied on phone 1st with confirmation within 3 days and stated that I would receive a full refund of order; and 4) during 2nd call back, there was no mention of not receiving a full refund for the part. I'm not going to chase down $12, but this experience with Sears has lost them a customer.

Most definitely a scam. As everyone else has said, they show items as "in stock" only to say they're backordered once your order is processed and credit card charged. i tried via chat to get an answer and they just stopped responding mid-chat. I'm going to file a dispute with my credit card company now.

I ordered a month ago, and I have not received anything. I have been reaching out customer service to find where is the part is and no one answered. I sent an email and they said they will return my money. I haven’t received the money yet after a month later. This is scam!!

2 months ago, I ordered two heating elements and a thermister for my oven from a different company, I think it was Sears Parts Direct and 2 weeks later my delivery showed up. It was a small box the size of my hand and contained a capacitor that I can buy for less than $5. WHAT! I didn't order a capacitor, so I called them. I was speaking with someone in the Philippines. After some time, they determined that I had received my shipment and if I didn't like it, I could return it for a full refund of the original $180 I spent on this order. I had to spend a lot of my time trying to convince them that spending $10 for return shipping of a $5 item didn't make a lot of common sense so they just said okay and credited my account with the original $180 order. As of today, that money is still labelled "pending" in my credit card account. It was a major headache and too much wasted time on a dead end company.

My dryer died on 9/3/2020. On 9/4 I purchased a part from SearsPartsDirect. The item said IN STOCK and I paid $45 for expedited shipping to receive 9/8. On Saturday 9/5 I was concerned about receiving it by 9/8 since it hadn’t shipped so I called, and the woman assured me I would receive by 9/8. On 9/6 I checked again just to make sure the item had shipped. The item was listed as backordered. I NEVER EVEN RECEIVED AN EMAIL NOTIFYING ME OF THIS. If I had not checked then I would not have known until the item didn’t arrive on 9/8. On the bottom of my online receipt it advised customer service # was available 7:30am CT to 9pm CT on Sundays. I tried calling the 800# and after several attempts between 7:30am and 8:30am CT (received a closed message) I finally attempted a chat. After explaining everything to the representative he refunded the expedited shipping charge of $31.98. I asked when the item would be in stock (even though the website still said IN STOCK). The representative told me I would be notified in 1-3 business days when the item would be in stock. I told him that I could not wait that long to even hear when the item would be in stock, since it may not be in stock for another week after the 1-3 business days, and had to order from another company. He told me he would cancel the order. I asked if he had refunded the money. He advised he couldn’t refund the money and the backorder team would in 1-3 business days, after confirming they could cancel the order through the manufacturer. Essentially, they represented the item as in stock, charged me, then expected me to carry the cost until they could ensure they didn’t lose the cost of the item. Even though they represented the item as in stock! If I waited for this refund I could be looking at potentially not receiving the item for up to another 2-3 more weeks! This would have cause me the expense of going to the laundromat multiple times at $25 each visit. The representative told me after 45 minutes that I would have to call the 800# to speak to a supervisor to get a refund sooner. At 9:30am CT I called the 800#. I asked to speak to a supervisor. The woman refused until I provided additional information, wasting more time. She told me the same thing the chat representative told me. I told her that was why I was asking for a supervisor. She placed me on hold at 9:40 (so after another 10 minutes of my time). She came back on and told me there were no supervisors in and to call back. I told her this was absolutely unacceptable. She placed me on hold and magically a supervisor appeared. He transferred me to another department who made me again go through everything before they would give me to a supervisor in their department. I was on hold for 25 minutes for the supervisor. At 10:20 my call was disconnected!!!! Each time one of my calls was answered and transferred the first question that was asked was what my phone number is. Therefore, they had my number. However, no one even bothered to call me back. I called back again! After going through my story for the 5th time and being told the exact same thing everyone else told me I explained if I had to wait 1-3 business days, I would not receive my item for at least 2 weeks. I explained this would cause me significant expense that I would not have had, if I had known the item wasn’t in stock and purchased through another company. She placed me on hold, and I was on hold for another 15 minutes before she told me to keep my line open as a supervisor would be calling me back. This is now 3 hours into dealing with this! An hour later a supervisor called me back. Finally after 3 hours of my time a refund was issued.

Ordered an a/c part in mid July. Got an email days later saying it was backordered. Part finally came Aug 9th but too damaged to use. Called for a refund but was told a new one would be sent and wasn't on backorder, so I agreed to wait but it was on backorder again and it took days to tell me that. I called to cancel and get refund. They said they would refund it. Days later no refund still but another even more damaged unusable part showed up instead. They put one small piece of foam on one end in the box leaving most of the fragile stuff exposed. Had to call again for the 4th time to ask for a refund again, and had to go buy tape, repair the box and get it to UPS to send it back again to get a refund. They had me send damage pictures in and said refund would be 3-5 more days. 2 weeks later and still no refund. I call again and now I'm being told that someone will call me in 2-3 days, while we sit in over 100 degree east Texas heat and over 90 in the house where we can hardly get sleep for 7 weeks, waiting for the $585 refund so we can buy one locally. I am disabled and cannot afford to buy another one until they give my money back so we are stuck in a sweltering hot house. Do not buy from Sears!!

I have a high end Samsung dishwasher with a service agreement. In the past three years it has been serviced 12 times. Only two people in our house so the demands are extremely light on use. I have been waiting, just this time ,for over two months for parts that I have been given the "run around" by every department I call. Some say the parts are on back order, others say they have been shipped with no delivery date, and yet the senior member (Debbie) says they are coming from another store with no date of ship,emt or no date of repair. My average wait time for repairs on this dishwasher, even with the gold star Sears repair agreement, has been 8-12 weeks. In the service agreement it says must be fixed in 21 days or replaced. I have far exceeded that time limit on multiple occasions. I WILL NEVER BUY FROM SEARS AGAIN. Lowes is now my place of purchase for my home and my rentals.