"DAN Sexton, our salesman, made this buying experience a good one"

"I have a 7 year old Kenmore Elite Dual Fuel range...the control panel went out on it. I called Sears Parts Direct-after finding a replacement part on their page for it...they told me that I needed to pay $89 for a 'technician' to come out and figure out what's wrong with it...the tech came...spent 3 minutes, ordered the part, billed me $277 and said the part would be in in a few business days...two days later, I get a call from Sears saying they don't make those parts anymore, that they are discontinued making those parts a while ago and that the person who made the appointment with me should have notified me of that. They refused to refund me the money for the part, insisting that the part was $89 and the remainder was for the technician...(by the way, the lady-who was from over seas and VERY difficult to understand-was named "Clifford") after numerous calls-still no resolution going on one month...still have a non-working 'boat anchor' aka oven...would NEVER EVER buy from Sears EVER again...if anyone would like to go in with me on a class action lawsuit...I am not the only one who has had this problem...(according to the reviews) email me @ ****@**** Sears ****. "

"Sears PartsDirect website said the part was in stock and "in stock" items would ship in two business days; it's now been sixteen business days. I've checked the status of my order every few days and I've used their "chat" feature on three separate occasions. The first two "chats" resulted in Sears placing a 'rush' on the order to have it delivered within a few business days. The last "chat" was five business days ago which resulted in Sears saying their back end team was calling their vendor to check on the status of the order with a promise that I would hear from the Sears back end team by Wednesday (three business days ago); still no word from Sears. I caution anyone from relying on Sears. "

"Ordered a belt for lawn mower 7/20/17. Shipped next day from eastern Pennsylvania arrived in Seneca Pennsylvania the 23rd at the UPS then tracking said it was handed over to USPS in Franklin PA. Today is the 27th and no part. Said it was delivered. My question is why did it take 7 days to cross pa and why would the UPS pass it to the USPS for delivery? Never heard of such bs. Will never order another thing from them. Its hardly a wonder why sears is closing. "

"Ordered a part from their website that was shown as being "in stock". Paid nearly $300.00 bucks for a part which was on backorder. Spent 2 and a half hours getting shuffled around in chat and then on the phone. I could not get anything but a busy signal when calling today to cancel the order. I had to do that in chat. But that is not all. Although the "chat person" from yesterday took my money and the extra for an expedited order, the person in the "chat" today told me it would be one to three days for their "support team" to review and decide if my non-existent, expedited delivery part order could be cancelled. Such a deal! I believe they run a bait and switch on their website. I checked today before trying to contact them and it still showed one of these in stock. The item is a repair item for a discontinued JVC Video camera. NO ONE has one in stock. I would imagine that JVC or one of their suppliers has one overseas, but there isn't one available to me in the US. I can see why Sears is having problems, and I would never send anyone to Sears Parts Direct. It is a sham."

"I went back to try to get the correct part but, they insisted the wrong part was the right part. So, they just refunded the part but, not the shipping! So, I investigated and found the correct part number and went back into the chat and this is the word for word on it:

Thank you for choosing Sears Parts Direct.
I will be your Parts Advisor, what parts may I order for you today?
6:53 pm.
Nora,
Hi, Carl
.
You
,HI
.
,how do I utilize my SYW points to make a purchse here?
.
Nora,
Let me inform that.
.
We do not have the option to redeem the points online. However, we can redeem the points and place the order for you
.
Let me help the order for you
6:59 pm.
You
,I see. I received a wrong part and no one could find the part bu t
just refunded the money for the part but NOT the shipping. I found the correct part (AC-8000-30) for the HAIER AC unit. my phone for reference is ***-***-****.
.
,What can you doo for us?
.
Nora,
One moment please
.
Let me check that for yo
.
you*
.
You
,Also, this part is only $19.05 but yours is $27.14 (https(colon)//www(dot)encompassparts(dot)com/model/HAIHPN12XCM/2015_AND_LATER/_/Haier/HPN12XCM/12,000_Btu_Portable_Air_Conditioner)
.
Nora,
Just to confirm would you like me to place the order for Part #: AC-8000-30?
7:05 pm.
You
,How much?
.
Nora,
Price is $27.14.
.
As your valued member, lets order the part for $23.07
.
You
,So you wont price match and gie me free shipping due to the fact your firm messed up and could not find the part, refunded but neglected to refund the shipping on the wrng part?
.
Nora,
I really understand your concern
.
You
,Lets talk to a supervisor please
.
Nora,
Let me go ahead and process the refund on shipping on previous order.
.
Unfortunately Sears does not price match with any other sites however I have an alternate for the same.
.
We have something similar called as loyalty program, so let me quickly go ahead and see if I can offer you a better price on the same part and there is an extra benefit for our members today and you will not be charged anything extra nor you need to sign up anything.
.
You
,k
7:13 pm.
Nora,
Lets order the with free shipping and the part price will be$27.14
7:23 pm.
You
,?
.
Nora,
Lets order the with free shipping and the part price will be$27.14
.
?*
.
Are we good to move ahead?
.
You
,a MOMENT AGO YOU SAID "As your valued member, lets order the part for $23.07"
.
Nora,
Yes, we can do that
.
You
,I'll go with $20.00 including shipping (
and not bill Sears for the 1.5 hours research to find the correct part)
.
Nora,
One moment please. Let me check with my supervisor
.
Lets order the part for $20.00 excluding shipping
.
This is the best we can do on the order
7:29 pm.
You
,a moment ago you said free shipping. What games do you have to play here. How much do you want to extract for shipping? $1.00?
.
Nora,
As informed above we can honor free shipping or discount per order.
.
We are unable to offer both free shipping and discount on same order
.
You
,sooooo. how much for ship?
.
Nora,
The shipping $7.99. We ship parts via UPS and it is a hassle free process
7:34 pm.
I have also checked this with my supervisor on this
.
This is the best we can honor on this part.
.
You
,Soooooooooooooooooooo, my choices are 1) $27.14 OR 2) $31.06 ---- ---- is this correct?
.
Nora,
We can place the order for $27.99 including shipping
.
We really want to help you on this order
.
You
,NOW a third price in the mix.
.
Nora,
$27.99 is nothing but the part price as $20.00+shipping $7.99
7:39 pm.
You
,This will really make a GOOD BLOG for SEARS.
.
,SEARS BLOOPERS!!!!
Your chat transcript will be sent to xxxxATgmail.com at the end of your chat.
.
Nora,
I would be happy to assist you with your search or question. Would you like to continue chatting with me?
7:44 pm.
You
,No, I have a lead on it for $19.05 new including shipping.
.
Nora,
We are really sorry, we are unable to honor this price."

"Only thing I can say is horrible. Worst customer service ever. Waited 30 minutes before someone helped me and then they couldn't find my transaction in the system. After talking to four customer service employees they were finally able to find my transaction only then to be told that the model number I had on the manual was not in the system and I would need to go back to the store. I decided to just give up and bought my grill from PC Richard. "

"Ordering is easy, and the part came as I chose with ground shipping. The grease drip pan is made with super paper thin gauge metal and was the reason I was replacing since mine had warped with heat as well as rusted. I knew when the box arrived it would not be good, the shippers had shipped in broke down flat cardboard box with no extra layers for strength and the pan arrived bent in half, duh. After 15 minutes of straightening and bending back into shape it is usable... Im going to keep it and live with it instead of dealing with sending back. I will not order from Sears site anymore. Also I found grill heat diffusers made of stainless steel at grill parts site to replace my rusted out tin diffusers at half the price of Sears... no more"

"Ordered a part for my dryer. I have a PO box for mailing. I asked the parts department if the Brown UPS truck was going to pull up to my physical address or were they working with the USPS. They said that UPS would be the delivery service. Twice, my part went to USPS. I have been without a dryer now for over 2 weeks. "

" DON"T LET THIS HAPPEN TO YOU. I do not recommend ordering anything from Sears Parts Direct. I placed an order for a lawn tractor part. I waited six weeks -during which time I made calls and was promised that the order status WOULD be updated by a certain date, and assured that the part WAS AVAILABLE. Nothing doing. After yet another call they actually asked me to wait another 2 weeks. The SEARS that we once knew is dead and gone– What ever is left is totally unreliable. "

"FYI: Be VERY afraid of purchasing parts from Sears Part Direct! We ordered a board for our oven from them 5/28/17 it was listed as in stock and ready to ship. Paid Priority shipping rates for delivery 5/31/17. Never came, was promised a full refund of shipping charges only got half of a refund. Called on 6/2/17 and canceled our order was promised a full refund by 6'6/17 NEVER received. Spoke with some one today and was informed that the company they receive parts from is refusing to cancel the order. We have since ordered and received the part off Amazon. Sears Parts direct ****!!!! They are a scam.......Buyer Beware. Next contact will be with our Attorney General!"

"Worst online shopping experience ever. My advice would be that if you have a problem (and you will) contact your CC company and file a dispute. I did that, received my refund in 2 days and after almost 2 months they sent me notification that my part finally shipped...
To be honest, I kept contacting the Chat line and it eventually became somewhat of a comical experience to keep them **** online to tell them how horrible they are as a company.
It's no wonder that Sears is going under...
"

"Honestly, my experience with this company has been by far the WORST experience EVER dealing with any company. I called the phone rep and gave them the part # I was looking for. They didn't have the exact part number but assumed a different part was the same as the one I had asked and they sent me the wrong part.

So to be clear, I PAID for something I thought I had asked for, and they sent me something totally DIFFERENT than what I had asked AND paid for. After receiving the wrong part, I had a repair guy come and install it for $100 just to have him come back a few days later and tell me the part they sent was wrong.

So fast forward to the worst part, I called back Searspartsdirect.com and had to speak to 3 different representatives, all of them tried to tell me it was MY fault and that their database system said it was the same part. They not only tried to accuse me of being wrong, but tried to tell me the part that they sent me was fine. This is by far the worst experience I've ever had dealing with customer service and they don't even deserve a 1 star rating. The rep I spoke with was Genie and her is ID: 210402. Don't ever deal with this company, after reading the other reviews, Sears PartsDirect is willing to send you the wrong part and charge you for something you didn't pay for, place an order for you then cancel it later without telling you, and straight up just stealing your money.

To top it off, after having my order placed, I checked the website to see the status of my order only to find they reduced the price of my part $20 since I placed my order a day ago, so I used their chat rep feature and a guy named Soloman said he would refund me the difference of the price and NEVER EVEN FOLLOWED UP on the price adjustment. Total lie and scam on these guys at Sears PartsDirect. DON'T DEAL BUSINESS WITH THEM, and if you do, MAKE SURE IT'S THE EXACT PART and not some part they say will work even though it doesn't match up."

"The entire experience of trying to get this part was so, so difficult. From the beginning, it was just problem after problem. My washing machine had a faulty valve that I needed to replace. I got online to searspartsdirect.com because a family friend linked me the page. I confirmed that it was the appropriate part using the part number, model number, and serial number and everything indicated that it was correct. I was a little shocked at the price for shipping so I called to see if it was available in store. It was not, and the representative began pressuring me to purchase it over the phone. I let him know that I wanted to price compare a bit and was not ready to order, but he continued to pressure me until I hung up. I really needed the part, so I eventually ordered it online through searspartsdirect.com and paid for expedited shipping because I needed my washer to work. Obviously, most customers can't afford to wait many weeks and do the same so the price of shipping is gouged. The part came a day later than stated, which ordinarily wouldn't be an issue except I paid $28 to have it arrive early. When I finally got it, it wasn't wrapped in anything, just loose in a cardboard box banging around. I tore into the machine with the help of my dad (he took time out of his schedule to come help me). We discover that it is the wrong part and cannot fit. We call customer service and are told that even though both parts are indicated for the same model number, there is a 50/50 chance it will fit the particular machine. This made no sense to me. My dad asked on the phone how to proceed and the person rudely tells him that we should have placed the order by phone in the first place. We are encouraged to return the part and reorder the correct one by phone. Because of this, we are greatly inconvenienced because we now a) have to make a trip to UPS to return the part b) have to wait several more days to fix the machine which is now opened up and c) missed out on the 15% online only coupon I had which d) increased the cost of shipping further because it was in a new cost bracket. Maybe this is why I wanted to order online in the first place? Plus, I carefully checked the web page to match model numbers etc and there was nothing about the part potentially not fitting. To the rep's credit, they agreed to refund the cost of the original shipping which was appreciated. The day the second part is supposed to arrive comes and goes, and again it comes late, again loose in the box. There are no instructions, diagrams, anything like that. The manual is behind a paywall. We finally got it fixed, but for about 1/3 the cost and 1/6 the time we could have gone to a local parts store. Not at all worth it.
"

"If I could give them Zero stars, I would, but the system won't activate without at least one. I will never order from Sears Parts Direct again. Terrible customer service. I tried to order tires for my riding mower, website stated parts were available. Ordered on 17 Apr 17, and paid for expedited shipping, when the tires didn't show by the 21st, called and was told they were not available and had to contact the "manufacturer" for shipping status, and I would have tires in 5-7 business days, called back on 27th, no status, no tires, and no help. I must have talked to 9 different people, including the parts department manager. (at least that is what she said she was) no one can get me a status on the tires and no one can give me my money back. I am calling the escalation department tomorrow and going up their food chain until I either get over-nighted tires or a full refund.
word to the wise, do not do business with Sears Parts Direct, you will just get the run around."