BUYER BEWARE!!!!!!!!!!!!!!!!!!!!!!!  
 
Where do I begin with the horrible customer service, incorrect information about in stock items and lack of proper communication with in the department and IT systems.  
 
First off I ordered a water pump for my washing machine with the part number of 137108000. The Sears parts direct web site told me that the product was in stock and I would be able to expedite the shipping as I have a family that needs to get the clothes washed. I order the part and get an email confirmation saying that the part will be shipped and I should expect it in 2 days. Two days later I get an email that the part is on back order. I thought ok great no big deal I just want to contact Sears parts direct to get an estimated time of delivery and get the different in what i paid for expedited shipping. I call sears parts direct and they are not able to give me an estimated ship date and the part online still shows that the part is "In Stock" I told the representative that I want my money back after being lied to as a consumer. The representative told me that I would not be able to get my money back and would have to wait for the part and was not able to tell me when that would be. At this point insisted to speaking to her manager. She eventually got her manager on the phone and the manager told me the she would cancel the order and return my money. Sounds great right?!? Well two days later I get an email that the part has now shipped. This is after I have already order the part from another vendor. I called Sears pats direct back again and the affirmed that they would have UPS pick up the part and credit my money. We will have to see if that happens.  
 
BUYER BEWARE!!!!!!!!!!!!!!!!!!!!!!!

I don't understand how alot of other people have had bad experiences with sears. I ordered a item and received it in a timely manner. i was satisfied

I have wasted almost two weeks and 7 phone inquiries to Sears.com to determine why my order for a plasma cutter has not been processed or shipped.  
Please read the earlier negative feed-backs posted on this website. THEY ARE TRUE AND ACCURATE. You may have to endure the same frustrations and experiences that I also did.  
I tried to resolve over 10 days, and seven phone calls, why my purchase was not sent.  
Their most prevalent initial response when calling was "there is something wrong with this order, you must call back and talk to a supervisor".  
I have talked to the supervisor of the supervisors, with nothing ever being accomplished.  
I agree with other negative feed-backs that Sears.com only wants you to hang up, go away, and call again in two to three days.  
PLEASE, read others opinions of Sears.com on this site.  
The salespersons when you visit Sears stores are great people, but NEVER buy some "hot deal" only offered on line by this company.  
Good Luck if you do buy from them on line.  
 
If they EVER tell you that your order has been sent to the "substitution department" your order is TOAST. They just sold you something they do not have, and probably will NEVER ship to you. I truly hope that they did not take the funds from you for the product. (Most of the reps when I asked them to transfer me to that department, had never heard of it. Figure that one out.)

Ordered a Vizio 37 in TV for instore pickup. Sears also offered a $50 rebate on this purchase. It has now been three months and Sears refuses to send the rebate.

I ordered 50" LG plasma TV.. $1028 ... some customer rep @ sears canceled my order by mistake. When asked they told me that I requested for cancellation. I told them to restore my order but they told me to order again at higher price.  
 
later on after talking with customer rep and supervisor for 30 mins.. he agreed to give me same price but i lost 16% bing cash back..  
 
 
Why should I loose on $150+ when sears makes mistake ?  
 
They gave me free shipping and told that it is worth $65.. i dont care about it as earlier also I had free instore pickup.  
 
Sears is one of worst store/online experience I ever did. I was so excited about new TV coming in. I have house warming party @ my house this weekend and I will surely tell everyone about my sears story. As my house will be without TV due to sears mistake.  
 
i also have all emails with me, they even stopped replying when I asked 'who told you to cancel my order' OR 'restore that order'. I will report this to BBB.  
 
in short : most careless customer service. Will never shop from them.. thats why their stores are closing here n there and they are loosing customers /money..

This review was modified by its author, raman_arora, on 9/10/09 9:59 AM.

bought a brand new fridge paid $75.00 for delivery had them switch the doors from the left to the right fridge was delivered damaged and tool marked from swithching doors i read the directions, no tools are needed to change the doors, they returned four days late with a new fridge, the doors were not changed prior to delivery again the doors were damaged from changing from left to right open doors and they scratched my wall and damaged my stair railing and put a big dent in the fridge. did no want to waste my time soooo sears sent me a 75.00 gift certificate. they were supposed to send me a 75.00 rebate check for the delivery charge, this was a deal at the time of purchase and had nothing to do with poor delivery service. well when that rebate came 8 weeks later, it was in the form of a sears master card. went to sears.com to place an order, the card was invalid. called the 1-800 number, the auto attendant was broken, called sears, no help there finally i found a way to transfer cash to my checking account. they suck really bad and their interest rate on my sears card went from 10.9 % to 29.99 % a month before i bought my fridge. my credit rating is 805 my hubbys is 807 called them, they said oh well, it is what it is. i will never shop there again, the sales people are extraordinary but sears does not stand behind its principal like they used to, and outsourced their cust service to a computer system that does not work.

I have placed 3 orders online, for in store pickup.  
 
1 went smoothly.  
 
The other two, after receiving a CONFIRMATION EMAIL, and being told my item was ready for pickup, were canceled after I had driven to Sears to pick it up. How could you send a confirmation email without the product actually being ready.  
 
After I had written a complaint to Sears, their customer service refused to even respond. Sad that such a large company can kick people around like that.

I have placed two orders with Sears.com, both were Craftsman tools and both orders arrived as expected and were satisfactory in terms of product quality. The problems are with placing and tracking the orders.  
 
The site lets you order things without being "registered" at the site, but when you want to track your package after it has shipped, you pretty much have to have a login account. And if you register after you made the purchase, it doesn't seem to know about you and your order. Sears sent me a notice that my second order had shipped -- I placed the order on a Sunday and the email arrived Monday. The trouble was that UPS really hadn't picked up the package yet, and they didn't do so until THURSDAY! The email only contains the tracking number, not a link to the UPS tracking page as with other big online companies. So you have to cut and paste the number after finding your way to the UPS site. Now, if this was the only problem, I would have no real complaints.  
 
The crazy thing is that I ordered on Sunday, and then realized the tool was not what I wanted, so I called the toll-free order line and talked directly to a real person who informed me that there was no way to cancel the order. It had to do with speedy delivery of orders coming out of Chicago. I pointed out that there was no way that UPS had picked up the package yet, and the customer service lady just sighed. But like I said before, the package didn't actually ship until FOUR DAYS LATER, and then it actually shipped out of Salt Lake City. But they wouldn't let me cancel it. And obviously the speedy delivery took a half week longer than they claimed it would.

False advertisement. When item was ordered waited a week after charging credit card to notify that the item was not available, yet still continues to advertise item as available. DO NOT buy from SEAR online.

I should have checked the ratings before trying to order from Sears.com. I searched through their refrigerator offerings, looking for a small apartment sized unit. It was during one of their many 3 day sales. When I had chosen my unit, and confirmed that it was available within 5-6 days in my zip code, I placed my order. I received a confirmation number for the order. Because I had chosen the wrong door opening configuration, I called customer service to see if it could be changed. They confirmed the order and said that it was coming out of the small Sears store 25 miles away and that they would easily shift the door on delivery. Delivery was advertised as "free" but it turns out only if you are clever enough to locate and turn in a rebate form. One day later I receive an email from Sears saying they are canceling my order because of the heavy demand for the item. They gave no offer of a backorder nor a suggestion as to a replacement model (mostly because they don't have a comparable model in their listing). I've always been a fan of Sears. They have been useful in supply items for me in the rural area where I live. My trust in them has dropped considerably. Now I'll just drive 90 miles to the nearest box store rather than deal with them again.

The item I ordered said it was in stock and ready to ship. The site stated it would ship in 2 days. 5 days later I asked them why it hadn't been shipped. Their only response was, "Thank you for your order. Your business is very important to us. I'm sorry your order has not been shipped. If you have any questions, please call or email us." A couple days later I asked the same question and got the same answer. I won't order from them again.

Sears does sell items it does not have.  
Past summer ... It took a week for me to figure out sears does not have the item which should already be shipped. Sears did not call me or has sent me a note.  
Best of all ... I received an email from sears telling me the order has been placed, a second email telling me the item has been shipped and a week later I wonder why the item does not arrive. Calling sears customer service ... answer ... The item is not available anymore.  
Where is the money my CC was charged, I asked. It took additional days to get back the money.  
 
May 2009, it happened again. The same story a second time.  
This time the item should be a birthday present for my wife's 50th. Sears has crashed it totally.  
 
For a merchant ... selling items you don't have is fraudulent behavior. At least, where I come from (Europe). Guess, it is not diff. in the US.  
 
I will never shop @ sears, never, never again.  
 
B.t.w., if I go to sears.com to the item's page sears tells me ...  
 
In Stock and Available for Ground Shipping.  
 
> My answer to this ... no comments <  

We purchased a mattress and had it 4 days and one side started to sink. We called and they said that we could exchange it or return it, we opted to return it. They were here the next day and I had my refund within 5 days and they apologized for the troubles. They stood behind the product and their word and made the whole thing painless!!! That is very rare these days.

We needed some new appliances for our new house, so we went to Sears.com. At first, everything looked good. The price was OK (with a 10% off coupon) and the "available ship by" date for the items worked for us. I placed the order, and also paid for professional installation of our dishwasher.  
 
Then things went bad.  
 
First, we received an e-mail saying our items would not be available until the end of the month -- about 2 weeks later than their "available ship by" date they advertise before you buy.  
 
Second, we find out by checking with our credit card company that Sears.com charged us twice for 2 out of the 3 appliances we bought. A call to Sears.com resulted in no answers, as they had no record of me being double-charged. I had to get the double-charges cleared through my credit card company.  
 
Thirdly, I received an e-mail that the professional installation team wanted $105 more on top of their installation fee for "permits" to install my dishwasher.  
 
I called to cancel my order 3 days after I placed it. The first lady I spoke with said she would "file my cancellation request" and return my money in 7-10 days. I called Sears.com 10 days later to make sure my items had been canceled, because I did not get my money back. Of course, they recorded all of my phone calls except the cancellation call. I had to re-cancel my order because they did nothing the first time I asked them to cancel my order.  
 
Finally, after a week of my second attempt at canceling my order and filing disputes with my credit card company, I got my money back.  
 
This store is horrible.. I wish I went and checked reviews on this place before clicking "Submit Order"!

Very Happy. Local stores did not have the product I wanted.  
Used Sears.com and used the "Ship to Store" option which saved me shipping costs.  
The product arrived at the store a day ahead of time.  
I was notified and picked it up without incident.