"5/17/18 I ordered four replacement screen filters for our Sears brand kitchen range hood for $480. On the online order there was no indication that this item was on backorder and the order went through and they charged my card for the full amount. Immediately I began receiving backorder notice emails beginning on 5/28, then again on 6/4, 6/11, 6/25, 7/9, 7/16, and as recently as 7/23 for these four parts.

On 6/3/18 I called the customer service number on the sears parts direct website ***-***-**** to cancel the backorder. The man I spoke with said he would cancel and issue a refund and I would get an email confirmation in a couple of days. This never happened.

On 6/6/18 I called the same customer service number and asked to speak to a manager explaining about the missing refund. He would not transfer me but gave me another customer service ***-***-**** he said I needed to call. I called it and the woman who answered said she said she was retail sales and couldn’t help me. But she gave me a number that she said was for direct parts ordering ***-***-**** that turned out to be a wrong number as well. It was for home delivery appliance sales.

I immediately called the original ***-***-**** parts direct number again and clearly expressed my anger at getting the run around, I was given the same lie I had received on 6/3/18 “he would cancel and issue a refund and I would get an email confirmation in a couple of days” he apologized for it not being processed and said he could see where I had called earlier about this order but assured me HE was going to take care of it right now. No refund ever came through.

I called 6/11/18 and was given the same excuse I demanded to speak to a department manager. I was put on hold for 42 minutes before a woman came on. She said give us a few more days. I said no, I was tired of the lies, I demanded to speak directly to the department that handles backorders. She said you can’t call the processing center directly and assured me that “we’re working on it”. I hung up and decided I was being scammed by Sears.

Also returned an unused part to them via their online return system, they confirm that they received it via UPS return tracking, also giving me the same "give us a few days to work on it, it's in process, your email confirmation and refund will arrive in 3-5 days". ALL LIES! ALL THE TIME!

Now working with my bank to get a chargeback of the full amount since I paid with an ATM Mastercard for products they will never provide. NEVER buy anything from Sears. There is a reason their company is circling the toilet and I cannot wait for it to become extinct. Their only business plan is to defraud consumers as much and as often as possible.
"

"We waited over 2 weeks for a refund which we still have not received....they took the money out of our account within 10 seconds but we are fighting to get it back.....we tried to stop the order and was told we could not even after it was back ordered...this company has horrible customer service and return policy is a joke....will never use them again and advise anyone not to as well"

"Part said "in stock"...NOT. Expedited shipping, will arrive in two days.....NOT.... After a week and a half of waiting, I found the part on Ebay, and had it already installed, while SPD still had no idea when the part would ship. Contacted customer service to cancel the order. "you should get an email confirmation in 24-48 hours"...NOT. Follow up phone call three days later...."oh we are sorry, the shipping is delayed, you should get it next week"...Me- "no, I cancelled the order three days ago... there is no shipping it to me next week..." customer service hangs up on me... (no profanity used). Second call, same day.... says "we cannot cancel the order, it is in process"... Me- " I already cancelled it three days ago....you guys better get this taken care of, I am not paying for it...." customer service hangs up on me.... (still no profanity used...) Third call, same day... This poor gal gets double barrel profanity, because now I am... "beyond containment". Says cancellation is in process, but can't send me any confirmation that it is in process.... WTF? Good god....do not waste your time or money with SPD. "

"Would never order another item to them order the refrigerator door a month later still have not received my item"

"Ordered washing machine timer, was told it was in stock. Got email on the day it was supposed to arrive saying it was backordered. Called around and found it cheaper locally, which I should have done in the first place. Called Sears PartsDirect and requested a refund, as told that they couldn't cancel/refund a backordered product, that I would actually have to wait for the timer to be delivered and then return it. After going around and around, they finally submitted a request to cancel/refund to their "processing department." It's been a week - the "Processing department" still hasn't contacted me or canceled the order. The last woman I spoke to had the gall to try to sell me on "home improvement consultations" at the end of the call. AVOID!!!!!"

"Sear's left me hanging for 2 weeks on my washer part ( called a spider part ). I called only to be turned over to 5 different people who didn't speak ENGLISH very well at all , they couldn't understand simple word's like my street address they sure understood taking my info for my creadit card tho ! I told them I was in need of a part for my washer I even gave them the part number they had on there list to buy it I gave them my credit card info and then waited and waited for my part. After a ridiculous time of waiting for my part it was NOTHING like the part I ORDERED so I called them asap and they told me they stopped making the part 10 years ago ! I asked them why didn't you tell me that in the first place and why are you posting the part I need still for sale ? Iam still wait for my money back and haven't received it ! They also told me I had to mail the part back to them that I couldn't just bring it into the department store. After complaining about mailing it back to them they said that I could bring the part back to them but I still have to wait for my money refund lol. I need my washer fixed Now my husband is on his 13 th bladder and kidney cancer I can't afford a new washer I wish I could but unfortunately I can't just give me the part for old washer ! Iam so upset and devastated. God help me just give me my money back so I can try to get the part from some where else ! This is not the first time they have did this type of thing to me .They also sent me an email for a post a rating of my part I received and was it easy to fix lol I filled it out and they wouldn't post it due to my negative review . Do yourself a favor and do not buy there washer's or dryer's because you will have trouble with them if ever you need to get them fixed ! "

"TERRIBLE, JUST TERRIBLE! I will never do business with Sears Parts Direct again. Save yourself a lot of frustration and buy elsewhere.

My refrigerator broke, and I placed an order at 8:00am on 6/12 for the parts. I paid extra for the expedited (approx. 2-day) shipping because I needed my refrigerator fixed ASAP. At 7:00pm on 6/13, my order was still "Processing." So, I gave them a call. They informed me that one of the parts was on back order and that they could not ship for another 3 - 5 days. The product was described as "in stock" on the website, and there was no indication that expedited shipping was not an option. I promptly told them that I could not wait a week for the parts and requested a full refund. The agent told me the order was cancelled and that I would receive a full refund within a few days.

On 6/18, I received an email from Sears stating that the order that I cancelled on 6/13 had shipped. I called Sears again on 6/18, and they stated that due to a system error, they were not able to cancel my order and that I would not get my refund until I received and subsequently, returned the parts. The agent said that this was a Sears policy, that when they have a system error, the customer has to deal with the consequences.

The parts that I cancelled arrived at my house on 6/20. I had to then coordinate return shipment of the parts that I cancelled with UPS. UPS picked-up the parts on 6/21. I finally got my full refund from Sears on 6/25.

It took 5 minutes for Sears to charge my credit card for parts that they didn't have in stock. It took them 12 days, 3+ hours of phone calls, my time and effort to return parts I already cancelled, and my extreme frustration to finally get the funds credited back to my credit card."

"I ordered a part for my washer that it obviously needs to make work. When I ordered, it said it would arrive Friday, 4 days after I ordered it. Thursday comes, no tracking. I called up and they said it's still in processing but expected delivery is still Friday. Now I KNOW that's not going to happen. Friday comes, no part. I call up again, they said it's still in processing and I MIGHT receive it by Tuesday. So I ask to speak to a supervisor. She tells me they are all busy. I request again, she puts me on hold, and says she escalated my issue to some department and they will call me back in 2 business days. That's now Tuesday, a week after I ordered the part. I yell again, she puts me on hold, and says a supervisor will call me back in 1 to 2 hours. It's 7 pm on a Friday. I will be calling back at 9pm. I know it won't get me anywhere, but I'm going to anyway. So I have no washer for another week would be my guess, and no way to get a part sooner from anywhere else until next Wednesday. If I knew they wouldn't ship it, I would have ordered elsewhere. I will NEVER order from Sears parts direct again in my life."

"I ordered a part for my washer on June 3rd, and was guaranteed delivery on June 5th. I specifically asked 3 times about that date. I requested a transcript of the order conversation and got it.

On the 5th, my part never showed up. I checked the website and suddenly the part is on backorder. I asked if it was in stock, and the order taker said it was. The website had no indication of when the part would be shipped to me, let alone delivered.

I called them and they told me information that I already knew, and then told me that the part would be arriving on the 14th. That it was shipping UPS ground.

I said, this is an expedited order, shouldn't it have been shipped by air? And they said yes it should. Expedited shipping is 1 to 2 days delivery. I asked, was mine labeled expedited? She said it was. I then asked why wasnt it flown to me? She said because it was shipped ground.

I complained to the supervisor and got a canned response about how my order meant so much to them, but they couldn't answer my issues. How did this happen and how are you going to make it right?

Unless I have no choice, I will not be using them again."

"Placed an order for 30+ replacement parts for our Kenmore Icemaker (because of course you can't just buy a new entire unit, you have to rebuild the entire thing yourself), and 4 replacement grease filters trying to patchwork repair our entire Kenmore appliances kitchen in advance of selling our house. Shocked and furious that so many parts for appliances that are only 9 years old (!) are no longer available/discontinued. May 17, 2018 placed a $700+ order for 34 separate parts. ALL of which stated they were in stock and had to place 3 separate orders because they only let you order so many items in one order. They end up shipping piece meal in SEVEN different shipments, so you have to go through the paperwork to make sure you have received all the items you ordered. Turns out they DON'T have everything in stock, and I've spent the next 3 weeks trying to cancel a backorder and get a refund for the $447 in grease filters/stove parts. Three weeks and Four phone calls, four lies later that they just need a few more days, that you can't call processing directly, that we don't know why it hasn't been canceled yet, no you can't get your money back yet. UnF**KINGBELIEVABLE. I cannot WAIT for SEARS to be completely wiped off the face of the earth. Now have to dispute the charge on my Mastercard to get my money back. LIARS and FRAUD"

"I ordered 5 parts, all of which I was told were "In Stock" and would be shipped within 2 days. 4 days later, I received and email telling that all 5 items were back ordered, "Waiting for information from supplier." So nothing was in stock. I called to cancel them and was told I would get a confirmation in 2-3 days for the cancellation. I found the parts in stock at Amazon and got free 2 day shipping. 2 days later I got a shipping confirmation on 3 of the parts, when I already had all 5 of them in my hands from Amazon. So I called again to try and cancel the remaining 2. I go the same lie, "no problem, you'll be getting a confirmation in 48-72 hours.", which I never got, but 5 days later the 4th part showed up. I tried the "Chat Now" button on there website. As soon as I clicked it, I got a prompt, "Your chat will begin in approximately 20 minutes." I guess they don't know what "NOW" means, but I waited. 30 min later, I left for 2 min and returned to, "Hello, what parts can I help you find today?"... "Are you still there?" "Disconnected". So I try again and waited 20 min. to "Chat Now" and got the same lies, "no problem, I put that cancellation through for you." 7 days later I get an email say that they are sorry, but they are not able to cancel the order becasue it is in the process of shipping. I asked for a tracking # and they said that it will be updated in 48-72 hours. So it wasn't shipped yet, but I can't cancel it.

If the sales people were honest and told me they they were not in stock, I could have avoided this nightmare. But even after a total of 10 calls, chats, facebook posts and emails, those parts still show "In stock" and ready to ship and no one is fixing that issue. They are blatantly lying to people to get the to order, then making it impossible to cancel the order once you find out that it will take weeks or months to get the parts. I still haven't gotten the last part that I don't need anymore, but after 10 mentions of it still showing "in stock" they have done nothing to correct it.

I when I found the parts on Amazon, I emailed the vendor to verify that they were in fact in stock because Sears said that they were not available. His answer was, they are readily available and gave me the Husqvarna part #'s for them (the real manufacture of them). He said that the problem is that Sears is not paying there bills and suppliers are pulling out or requiring upfront payments for parts.

Search for the Craftsman parts on Amazon, you'll have your parts faster, cheaper and with no hassle. Avoid Sears Parts Direct at all costs.
"

"Ordered parts for a washer on a Saturday, was told they were in stock and would receive them Thursday. On Wednesday I called to see why I didn't have a tracking number, was told my order was "processing" and that delivery was scheduled for Thursday. On Friday I received a tracking number for the parts that were late that said they would arrive the following Thursday, 7 days after I was told they would arrive. Arrival time was one of the main reasons I went with them to begin with. Called to demand they ship them overnight, but was shuffled and dumped with promise of a supervisor call that never came. Will never use them again, suggest that no one does. That level of disinformation and dishonesty with customers is really unacceptable. "

"This company is so leading in business sector it closes more stores every year than any other company in America. Stay away from these stupid animals as far as you can. I placed an order for $211 about a month ago 3 weeks later I got an email saying that my part was back ordered, another week later I got another e-mail saying my order was canceled and they processed $186.89, where did the rest of the money go? oh we have shipped one of the parts, 30 days later I didn't receive no parts and I didn't get my full refund. Read chat between their customer service and me. FROM: [24]7
SUBJECT: Transcript of your chat
CHAT START TIME: 2018-06-07 21:17
CHAT END TIME: 2018-06-07 21:31
CHAT AGENT: Scarlette
CHAT TRANSCRIPT:
Thank you for choosing Sears Parts Direct.
I will be your Parts Advisor, what parts may I order for you today?
Scarlette Ibrahim!
Scarlette How may I help you today?
You I want to know why this order is canceled F843103
Scarlette Let me check the order status and help you further.
You first of all you should not be listing items that you don't have in stock and when people call to place an order you let them
place an order
You what kind of stupid animals are running thats company?
You total for this order was over $200 you processed $186 I want all my money
Scarlette I checked sand see that you have received the screws.
Scarlette Other parts were on back order that is the reason the order was cancelled.
You I want all the $211.09 processed right away and I am not doing business with a company that is run by bunch of brainless
morons
You I did not recieve anything and I am not interested
Scarlette The refund for the shipping charge was refunded separately it is $15.99.
Scarlette Please allow 3-5 business days for your financial institution to post the credit amount to your account.
Scarlette And also I have refunded on Screw $8.51.
Scarlette The refund amount was $186.59+15.99+8.51=211.09.
You I didn't get any confirmation
You all I have is the $86.59
Scarlette You can check the refund status in the billing statement.
Scarlette There are separate transactions.
You no wondering this company closes more stores every year! deception
You I don't have billing statement
Scarlette We are sorry for the inconvenience caused.
6/7/2018 Chat
file:///C:/Users/SUPER/Desktop/Chat.html 2/2
Scarlette Please allow 3-5 business days for your financial institution to post the credit amount to your account.
You are now connected"

"I ordered online an electric damper for my refrigerator a couple of weeks ago, and the website indicated that the item was 'in stock' at the time of my purchase. The following day after I ordered, I checked the status of my order only to see that it was 'back ordered' and would not have been shipped within the time that was indicated during my purchase. I immediately called Sears costumer service to cancel the order as I needed the item immediately for my malfunctioning refrigerator. I was told by the Sears representative that my order was cancelled and a manager would have contacted me within 2 business days to process my full refund. Of course that didn't happen. On the third business day I called to make sure that my cancel request was received and being processed. I was told by an employee that my request was not processed but she would have done it at that time and the manager would have contacted me within 2 business days. Again, no one called. This frustrating situation went on for 11 days and on the 12th day I called and immediately asked to speak with a manager. I was then told by the manager that I could not have cancelled the order anymore because it was being processed to be shipped on that day. ARE YOU KIDDING ME!!!!???? I had been calling for almost 2 weeks to get the order cancelled due to their fault to be told that it couldn't be cancelled even though it had not left the facility??? The manager said that I had to wait unit I received it then to ship it back to them. This meant that my $13 shipping cost plus $6 return cost and all other inconveniences would not be returned to me. I have since shipped back the item and awaiting my refund. This is the WORSE experience I've ever had with any purchase. This was my first purchase from Sears and it will definitely be my LAST!! BUYERS BE AWARE!! Their practices are unethical!!! I will be posting and reporting this horrible experience everywhere!!!"

"Needed Replacement Glass Top for a 2014 Kenmore Model Stove. Called Sears Part Direct after finding the part online as in stock,
Called and Learn the part is no longer available - Stove is only 3 years old. 3rd party alternate possible
Ordered the part on April 6th was then emailed a coupe days later stating the part was backordered until April 21st
April 24th, Part now back ordered until May 15th.
May 17th part now back ordered until June 4th
All calls have resulted in a 20-30 minute hold time
Customer care website says open at 6:30 CST - they do not open until 830 - Learned after sitting on hold again for 20 minutes
Transferred from customer care to "Escalation" promised to look into the delay and call back - Never called back.
Called Kenmore, After explaining the issue, hung up on me

NEVER EVER EVER PURCHASE A SEARS APPLIANCE - SHIP IS GOING DOWN, CANT EVEN SUPPORT A 3 YEAR OLD PRODUCT.

"