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"Sears PartsDirect is a DISASTER. Don't walk away, run. There are many competing vendors for appliance parts.The drain motor for my Kenmore Washer failed. Well I'll just go to Sears PartsDirect and get another one. I found the part on their web site but shipping formation was sketchy. I needed it Priority Mailed to my PO box in the Virgin Islands, so I called them. Prompt answer, helpful efficient sales clerk and yes the part is in stock. I told him I needed it shipped Priority Mail to my Post Office Box and he said, "No problem, we'll ship priority". I gave him all the information, he quoted me a price and done. Less than ten seconds later I received a confirmation via email.The first thing I noticed was $49.95 shipping and the second an incorrect address, my physical address where I have no delivery of anything. I called back and after the phone tree got on line with a lady that informed me that they do not ship Priority Mail, my part was coming UPS 2nd day International Priority. I told her I didn't want that as even at that price UPS won't deliver. She said that's it. I said cancel the order, she said you can't do that, we've already sent the order to our supplier. I said fine, I'll have my credit card refuse charges. She said, you can't do that we already have your money.I called AMEX and they confirmed that I could dispute the charges and not accept the merchandise.I called Sears back and got another operator who said, well OK, we'll refund your shipping charges. I said cancel the order. She said can't do that and I went away.Ordered the part from Appliance Clinic and received it four days later Priority Mail for $9.95 shipping.Sears just today sent me shipping notification, a week after they took the order they refused to cancel. I'll burn in you know where before they keep my funds. This isn't poor customer service, it's a boiler room operation.Sears is owned by a Hedge Fund Wall Street guy, Eddie Lampert and he is wrecking this American institution.Please do yourself a favor and DO NOT order from Sears Direct!"
"original timer lasted 16 years on Sears Kenmore water softener. replacement part timer $179 plus tax and shipping from Sears Parts Direct only lasted 269 days. It failed while we were out of town and cost us $180 increase in our water bill. total loss $375. Don't buy Sears Parts Direct. They provide defective workmanship in their parts because they do not last."
"While ordering a new set of hinges for my washing machine, I was unsure of the quantity as the product photo showed two (2) hinges but the part description said "hinge". So, using the "Live Chat" feature I asked the representative to confirm the quantity. He said he thought the $16.99 price was for a pair (i.e. 2 each), but asked me to wait on hold for several minutes while he confirmed the quantity. When he came back on the line he said definitively the subject part number was comprised of a set of two (2) pieces. Needless to say, after paying $17 for the hinge and another $9 for shipping (a part which weighs less than one ounce) the package arrived with only one (1) hinge.So much for customer service. Thanks a lot SearsPartsDirect, oh and thanks for outsourcing your customer service jobs to India!"
"When part says in stock at time of order, one would expect the part to be in stock and ship in 1-2 business days. Instead more than 3 business days later part back-ordered. Called to find out how that could be. Told it was a computer glitch and should ship soon. Received email stating it had or was in process of being shipped. Received box with wrong mower deck and only a shell, not a complete deck. Called to report. Told UPS would pick up in next couple of days. 3 days and a weekend later still sitting on porch. I was told they would try to expedite the correct part. 3 business days later notified that part is back-ordered again. Called to verify this was accurate. Told est. ship date around 7/18. I really have no idea what to expect with all the misinformation and delays in notification. One business day should have been plenty to notify if product back-ordered. Either there is some major flaws in your ordering system, or intentional deceit to hold onto an order.In the mean time, I sit, still without the part I need to maintain my large grass area. I could purchased the item from a business on ebay at a much lower price and had it on my tractor by now had I know Sears Parts Direct was going to have so many issues in fulfilling a part order.It seems there inventory system is stuck in the 70's unable to provide accurate status. Very slow to notify customers of issues with very little confidence in the accuracy of the information you finally do receive. I'd avoid unless time and money are of no concern."
"I placed an order on 7/11 online for an outer glass replacement for my oven. The part was listed as "in stock" on the site and was scheduled to arrive by 7/17. I called today when my tracking information says the glass is on "back order" and found out it will not be in until next Monday. I insisted on receiving expedited shipping at no additional cost because of their screw up and was told that they "can't do anything about it". Now I have to wait an additional week or more to use my oven when I could have ordered from somewhere else that knows what they're doing. You would think a ridiculous shipping price of $15.99 would cover expedited shipping to begin with. WORST customer service ever...DO NOT order from here. "
"I placed an order for items that were "In Stock" on the site and my credit card was charged immediately. On my email receipt it also says "In Stock". But when I checked the status of my order it said "back ordered" and would ship in one week. In one week I phoned and was told it would be shipped that day. Two days later the status once again shows "back ordered" and is now scheduled to be shipped in another week. However the items still show as In Stock on the website. I called to cancel my order and was told no order can be cancelled once it is placed. So now I have a dispute with the credit card company. Do NOT order anything from Sears PartsDirect!"
"Sears PartsDirect charges $8.00 to ship a part that is the size of 1/2 a dime and weighs 2.6grams? If there is anyway I can ever get a part elsewhere, I will never use Searsparts again. Matter of fact, I think I will avoid craftsman products altogether and save the trouble. Ripoff !"
"On January 25, 2013 I purchased replacement timer part 3953248 for our Sears Kenmore Washer from Sears Parts Direct for $145.00. I installed the timer and it worked correctly for almost three months. Then one day the washer mysteriously stopped in mid cycle and the breaker switch to the laundry room was tripped. I could not repeat the problem but I replaced the breaker to be safe, thinking it might be bad. I did not suspect the timer in the washer as it was new. On May 5, 2013 the problem returned, but it appeared the breaker was not the problem but rather the new timer in the washer was causing a "short out" and tripping the breaker!When I originally placed my order, I understood a new part to be under warranty for a year (at the very least). However, on May 5th when I called Sears Parts Direct Service line at 800-252-1698, I was told by a Manager named Dan that my part was just out of a "90 day warranty" and would not be replaced. He then implied that I was verbally told the part only had a 90 day warranty at the time of purchase (which I was not). If Sears was selling rebuilt or used parts, I could understand a 90 day warranty; however I bought this from Sears relying on them to provide reliable, new merchandise. In addition, I saved chats from two Sears agents before receiving this part. Neither Morgan Wood nor Vanessa H indicated anything about a 90 day warranty.So now I have a washer that could potentially burn down my house caused by a defective part sold by Sears and they are unwilling to replace this hazard they sold to me. It is fortunate I discovered this problem before a fire occurred as it would have been the fault of Sears providing the cause. Clearly, Sears wants to avoid standing behind or replacing their defective parts. After reviewing the facts in this matter, it seems the right thing for Sears to do is replace the defective part. If they were to do this, would consider the matter closed. Otherwise, I believe it is important for every consumer to know about this type of disreputable business behavior and avoid doing business with Sears at any cost! It might prevent a tragedy!"
"Very poor customer service and bad parts matching. I asked to return a part they had match incorrectly at 120 days - 30 days past their policy, with original packaging etc. Customer service rep and supervisor were unhelpful and condescending. I had explained I had tried the return process on line and got no response from them. During the return period I found out my Mom had cancer and things had gotten a little busy for me, no help there. They basically accused me of lying that they matched my part incorrectly because they did not have a recording of my call? Seriously? I could have understood if they would have refused my request for a valid reason, but to do so in the manner they did after incorrectly matching the part in the first place was not fair business. Really stinks. Disappointed that this is part of the Sears brand. "
"This is a general review. Their shipping speed is fantastic, even when you do not select priority shipping or expedited. We had to order replacement parts for our water softener (recycling timer) and a power supply for our Vizio television. The shipments came on time; actually, the water softener part came ahead of time! And, we got what we ordered...What can be best? FIVE STARS ON THAT!!! "
"In a hurry, I ordered an Oven part from Sears parts. They showed they had it in stock. They charged $15.99 for a delivery estimate of 12 days. Being in a hurry, and being confident in the Sears name and their return policy, I paid more than from other online stores. Two days later I checked and the order showed as "not in stock - back ordered" and an estimated ship date of 2.5 months. I called to have my order canceled. I was put off and had to finally ask for a manager. They told me they had to send my order cancellation to another department and they could no longer help me and that I'd be contacted in 3-5 business days. Hope they're prompt. It's an expensive ($300) part. To their credit, They have a better return policy than most, which is another reason I went with them, but after this experience, I wonder if they back what they say. Also, their web-site failed for me when attempting to order using current version of Firefox. p.s.I checked again, and it still says "in stock" I've since come to the conclusion that they have serious shipping system problems. They never did cancel my order. I DID get the part in a timely fashion (well, actually UPS never got it to me and Sears reshipped) but each time the status of the shipment and in stock status was wrong. The "re-shipment" due to UPS problem went like this: I got an email telling me the part was back ordered 2.5 months. I got the part the next day. I'd not touch Sears if I had to rely on their correct status."
"The sooner that SEARS, all of its employees and all of its many parts outlets go bankrupt and out of business, the better off American consumers will be! They are the single-worst company on earth to deal with, and they have the all-time worst, most unreliable parts of any manufacturer in history. I don't care what the appliance is, or what the part is, it WILL fail, guaranteed, and they WILL NOT honor it, no matter what the warranty, no matter what the circumstances, guaranteed. They are absolute bottom-feeding LOSERS!"
"Horrible! Awful shipping options (only one slow expensive choice) and bad return policy. RepairClinic.com is much better. Learn from my mistake."
"I rate Sears PartsDirect at the bottom of the scale for performance. The sales person told me the part was in stock and ready for shipment so I made the purchase. Checked on the order status the next day only to find the item was now back-ordered and would not be shipped for a week. We did not receive any notification of the back-order.This part was critical to us, and had I known the real situation would have ordered from another supplier. With computers and all there is no excuse for this kind of operation!Buyer beware when placing an order with Sears PartsDirect."
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