I am so upset for your agents' performances, website to place orders and chat box.

I've been trying to order just the item below.

C*******, C*******, and C******* for item

Washer Electronic Control Board
Part EBR*******
1. The issue here is, I was trying to check-out my order, but the website keep saying Unable to process at this time. I did re-submit 4x but still didn't let me, but it went through my bank as pending.
2. I chatted to one of the agents and insist that he can place my order, but I've been telling him I would like to do it myself.
3.2nd agent, my apartment number and bldg. Number were not included to my shipping address, so I gave my complete address but still forgot to include the unit and bldg. Even though my address is already in my profile, and I typed it into the chat box.
4. I chatted with another agent, and he added my apartment number and bldg. And it was perfect, but he forgot to enter my discount coupon, so he needs to cancel my transaction again, 6x. In short, he need cancel and create an updated transaction for 7x.
5. I chatted with another agent today 10/28/24 to confirm my order, I checked, and it has been cancelled but why? I did not make any cancellation. I need my item as soon as possible. He helped me placed a new order for 8x. He added my discount, and I asked him to verify the address, and the apt number wasn't there, so I gave him my complete address.
6. The same day, just few minutes ago just to verify my order and my address info and amount but my city addresses the previous guy agent entered were Mountainview instead of Milpitas.
7. I chatted again with the lady for the correction of my city address, and said she will do the correction, and she did, but she didn't say she need to make another cancellation which is so frustrating on my side, and she did cancel my order before telling me, so it got cancelled again of course.
I am so upset so I call the number on the top right corner of the page, and he said my order has been cancelled and the item is no longer available but the lady agent on chat said it is still available. Why are they not well coordinated with the parts availability?
The guy Richard, who is on the phone, gave me the different part number and said it is compatible and the same as my item. Crossing my fingers and hoping after all those issues I encountered for ordering a single item was a nightmare...

One mistake is ok but this time it was more than 3 mistakes it is not acceptable...
I can't believe that I have a pending transaction of $2,210 in my bank account for the amount of $360.23 and I need to wait for 2-3 business days to completely reflected into my account and do the dispute transactions.
TO THE SEARSPARTSDIRECT HEAD,
TRAIN YOUR AGENTS PROPERLY... DON'T LET THEM PROCEED WITH THE TRANSACTION WITHOUT VERIFYING THE INFORMATION AND WITH YOUR CUSTOMER.

LENGTHY BUT WORTH IT.

I wish I found this site before I made a purchase. This site is not what it appears to be and it seems they do not have the stock on hand, but rather source the stock only when you order it. I ordered a gasket and the clips for it on Dec 1st. On their site it said "In Stock", the clips were shipped on Dec 2nd and Sears Parts Direct intercepted the delivery on Dec 3rd stating that details were missing from the shipping address and asked for it to be returned to their warehouse without telling me anything. When I later checked my order details both parts were saying "Back Ordered". I called the same day and asked for a cancellation and I was told a confirmation email for cancellation would be sent. (I received nothing by the way, also absolutely NOTHING was wrong with the address and you will see later down). Dec 6th they emailed me saying the parts were delayed. I was confused since I requested cancellation and called back again to find out what was the update on my cancellation email. Apparently the first Customer Rep did not enter the cancellation into the system. The 2nd rep reassured me that he entered it this time and I should get a refund within 3 to 5 business days. Dec 8th I got an email telling me that the gasket was shipped via UPS (to the address that was incorrect right?). I was again confused and called back. A third rep allowed me to know I cannot cancel the order because the item was already shipped. (Prior to the 2nd package being shipped, I cancelled TWICE or so I thought!). The rep then stated I refused my first package which was a lie (SearsParts intercepted it). The 2nd package was being shipped via UPS based on the tracking number and when I called UPS they were not finding the tracking number for the 2nd package and it turned out SearsParts redirected the package from UPS to USPS. After much telling off I was only refunded the shipping fee but not the fee for the two items which were to be processed by a "background department". Called a FOURTH time on Dec 10th since I STILL did not receive a cancellation email and still no refund. The fourth Customer Rep told me my refund was now being passed on to the "background department" to be processed (Since it wasn't sent prior). I got fed up and reported it to PayPal and opened a dispute. Called again Dec 11th and yet again I was given another story as to why the refund wasn't processed/issued but was reassured to wait 3 to 5 business days yet AGAIN. I still have not received a cancellation email or a refund and neither UPS or USPS said they could not stop the package. This site screams scam and makes it VERY difficult to get your money back even AFTER you cancel.

I placed an order for a new glass range top on 2/15/21. Checked order on website 3 days later and the status said "Incomplete." I called their "Customer Service" and was told the item was in stock and would be delivered the coming Monday, 2/22/21. I didn't receive it on Monday so I called customer service again. This time they say the item is on backorder and they don't know the expected date from vendor. They would have to put a note for the "backorder department" to check on the expected date and they would call me back later. I told them it said "In Stock" when I placed the order and still says "In Stock" right now. They claim their is an issue with their website. I contacted the vendor, GE, myself and gave them the part number. GE said they were not in stock and were expected to get them in the beginning of April, two months out. I called customer service that evening to cancel my order. I was told they would put in the cancellation and I would receive an email. I waited a couple days and never received an email and the website still showed my order status as "Incomplete." I called the sales side which is based in Tucson, AZ and told them I wanted to cancel my order. The salesperson said no one their, including supervisor, couldn't cancel my order and that I had to go through customer service... again. He transferred me to them and I asked where their call center was located. They are an outsourced "customer service" center in the Philippines. I asked why my order hadn't been cancelled and they only had notes for a call back on the backorder date. I told them to cancel my order right now and refund the money back to my credit card, and that it should've never been charged until my part was shipped! They said they would put a note in to cancel the order and it would take 3-5 business days to be refunded. I said no, it better be in there by tomorrow or I'm disputing the charge with my credit card company. They said it takes time and there is a "cancellation department" that works on the "back end." I asked to be transferred to them and he told me they don't have a number to transfer to, they work "offline" and only do callbacks. I said well put a note with the cancellation to have them call me back. He claimed to put that note and said I can be sure they will call you. I'm now waiting to see if they follow through. Terrible experience with Sears PartsDirect incorrect part availability and customer service runaround!

Never again. On December 16,2020, I ordered two filters for my 8 gallon Craftsman wet/dry shop vac. Oh how I wish I had read the reviews before I ordered and paid with my credit card. The parts person took my order and my credit card number but never mentioned that the filters were out of stock and delivery would be delayed because of the manufacturer's "change in availability." whatever that means.
I didn't find out about the delay until the first of several e-mails explaining that the expected delivery would be January20,2021 This is January 21. Still nothing. The notices said I could track my order. HAH! Couldn't do that because that site was blank.
Finally called Sears Parts Direct customer service. Had to wait 20 minutes for a human with an accent so thick I couldn't understand what she was saying. I explained that her accent made understanding near impossible and all I wanted was a refund of my 66-dollars and change. Suddenly the phone went silent... she had hung up on me.
I'm trying again to contact this lousy company but only getting a robotic explanation that they are overwhelmed with calls and the wait time will be 20 minutes. I guess so. Must be lots of people complaining about the lousy service.
I will keep trying... But NEVER AGAIN will I attempt to purchase something from Sears Parts Direct. I would suggest anyone else do the same.
Marilyn
Order Status ChangeDear Marliyn,
Due to a change in the product availability, the item(s) for order E******* is(are) temporarily delayed.
Please see below for your estimated ship date. You can track your order at any time online here.

We apologize for any inconvenience this may cause.
Your Sears PartsDirect Team

Order details

******* Shop Vacuum Filter (Red Stripe)
Estimated Ship Date: 2021-01-20

Privacy Policy | License

Please add *******@orders.searshomeservices.io to your address book to ensure our emails reach your inbox.
©2020 Transform SR Brands LLC. 3333 Beverly Rd Hoffman Estates, IL *******.
All Rights Reserved.

Transform SR Sears PartsDirect LLC is a Transformco business. Transformco shall not be held liable for any errors or omissions in pricing. Transformco reserves the right to make adjustments to pricing and product offerings for reasons including, but not limited to, changing market conditions or product discontinuation or unavailability. ‘Sears PartsDirect' is used with the permission of Transform SR Brands LLC.

We are following CDC guidelines regarding coronavirus, COVID-19 safety.

Dear Marliyn,
Due to a change in the product availability, the item(s) for order E******* is(are) temporarily delayed.
Please see below for your estimated ship date. You can track your order at any time online here.

We apologize for any inconvenience this may cause.
Your Sears PartsDirect Team

Order details

******* Shop Vacuum Filter (Red Stripe)
Estimated Ship Date: 2021-01-20

Privacy Policy | License

Please add *******@orders.searshomeservices.io to your address book to ensure our emails reach your inbox.
©2020 Transform SR Brands LLC. 3333 Beverly Rd Hoffman Estates, IL *******.
All Rights Reserved.

Transform SR Sears PartsDirect LLC is a Transformco business. Transformco shall not be held liable for any errors or omissions in pricing. Transformco reserves the right to make adjustments to pricing and product offerings for reasons including, but not limited to, changing market conditions or product discontinuation or unavailability. ‘Sears PartsDirect' is used with the permission of Transform SR Brands LLC.

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. I told him I did not have the money to purchase the other part without the refunded 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 again that I could not afford to order from another company without the refund being processed. 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.

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 *******894., 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://www.encompassparts.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 *******@gmail.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.

My husband I were given a very expensive dryer that was just cleaned and serviced but the door was missing. We called Sears parts direct to order a new part. The man was friendly assured us the hinges would be included with our part and a date for our part to come. We received a delivery that appeared bigger then what we had asked for and we received it much earlier then what we were told so we were extremely excited. When I opened the box it was in no way the right part. The wrong last name was on the invoice clearly spelled very badly. I contacted sears parts direct they did not have the correct phone number, or last name so it was hard for them to find us and spoke customer service rep I will not mention names although I have them all. I spent a lot of time on the phone and she told me someone would be out within 3 days to pick up the wrong peice. They had the wrong phone number, last name, email address, and part number. I was assured it was all fixed and that the new order was set up and all I had to do was call back with my card number (which I thought they already had with the wrong order that was sent that oddly coat the same price) a refund would take 7-10 even though they were at fault (many excuses for all the mistakes, no ownership) and the new piece would be ordered and mailed to us by November 3. When I called back I spent almost another hour on the phone with another rep and again they still did not have the right information that I was a assured was fixed and again spent much time on the phone. Again excuses, I was told it would be sooner to receive and then told no the 3rd of November. Nothing about back orders. The 3rd came and went and nothing. I called and spoke to a rep and what I was told was an account manager and then a warehouse supervisor. None of which could tell me why I had not received it. They said it did not say anything more about a back order and I never received an order confirmation which led me to believe it was not ordered properly again. They said they had to email the manufacturer and maybe they would hear something back in 24-48 hours and would let me know. This was not really a good enough answer for me to be honest. I was getting agitated at this point rep did not really seem to place any urgency on this next mistake I could not understand how you give a date and then are not sure if they don't even have the part in stock or is possibly a back order. I have worked in a warehouse and know first hand if there is a back order or its discontinued a call is made to the customer immediately. This was not the case. There was no urgency not a no don't worry we will find out immediately and get back to you ASAP. Nothing like that and when I said something I was told what do you want me to do lie. Maybe you will hear from us in a day or so maybe you won't. At this point it had already been 2 mistakes, no answer, and again no accountability. I really did not believe this to be a supervisor. If I did this my business would be non existent. Then 5 days went by and I still did not hear from anyone. I called again. Again and was told the same thing. They would email offline and maybe they would hear in a day or so and get back to me. Man kept calling me the wrong name at 1 point laughed at me. I called him out on it. Told him I already waited you never heard back never called me back nothing. He was rude did not care again making excuses for themselves and acted like I was a hindrance to the other first time orders he rather be taking. I messaged the company through Facebook, even tried calling channel 3 news. At this point I had 2 orders neither of which I had be refunded for yet and no part. Stuck carrying wet clothes all over with a bad back after working many hours over the norm running a business and taking care of a husband and 2 kids. And no one seemed to care. I was just left out to dry with no answers. I had already waited the allotted time they never bothered to call me with any updates or info. Finally I called the Sears at my local mall and asked to speak to a manager. Women was very nice and she said she would call me back. She did right back. Turns out she got a real manager a report would be done as it should of with the first incident to insure my order it would be reviewed and they would get on it immediately. She gave me that managers name. I called 2 days later as I had not heard anything. I would think I would get a call after all of that but no. Apparently I was messaged through Facebook (which I did not think to check because this a huge famous business of course I would get a call, right? Apparently not) they would cancel my order and refund me in 7-10 days. At this point I had already called again asking for the supervisor by name and they said we have 2000 customer service reps I have no idea who she is. She informed me they could not get the part and then I said so if a Sears tech came out they would not be able to get the part on a brand new washer to fix it? She said no they could why do you want to have a tech come out and use a universal part? Huh? No I don't want to pay a tech for a company that has my money, my product, and will not help me come out to help me with the part that is 4 screws and takes 2 seconds to do! What now? Waiting on money for 2 parts and I have no part. And I am sure I will get an message underneath this one with a half a@&$ed apology underneath this one with an explanation saying how it wasn't their fault the part was discontinued(which by the way it wasn't) because of that that I am upset but this is what you can see them do to several other people on here. My problem is not that they don't have the part. Well it is a problem but it would not of been if they had told me that 3 weeks ago when this all started. The problem is that I have spent another three weeks without a dryer, I spent countless hours in those three weeks when I could've been working and taking care of my children, no one I talk to takes any accountability for all the mistakes they made, no one bothered to make it a priority and find out what was going on, that is my complaint. I just did all this with them for nothing! Sears is one of the largest companies in the world one of the biggest names in history. The people I talk to in customer service do not seem to know what they are doing. They can be rude at times and make total excuses for what happened. I have received no apology, no accountability, no compensation, and now I am almost a month farther without a dryer. We all worked extremely hard to pay for these things and treat our customers in a proper manner and even then not compensated as well as these large companies just stuck living paycheck to paycheck but we are stuck purchasing items from a company that do not have the integrity to do the same. Myself, family and my in-laws have been ordering from Sears for years that will no longer happen this is a shame. I have already left a post and sent it on Facebook to be shared with anybody and everyone that would like, I am putting a report into channel 3 news and there are also many more against the same company. Every call is recorded apparently I have every name every piece of information they gave me. I have never ever even written a bad report or complained publicly about a company. I understand it could've been a bad day but when you speak to 11 people with the same outcome it is not just a bad day it is how they are trained to treat their customers. I am truly disappointed and yes my clothes are not dry but I have definitely been hung out to dry But that's OK because it's not their problem!