Sears PartsDirect

The orders take years to be delivered, very inefficient. DO NOT buy parts from this website, they constantly lie about their lead time.

Have been trying to talk to a live person to no avail. I'll never try to use them again.
There's plenty of aftermarket sources available.

After being told that a part was on back order for over four months, now they say that their systems are down. They are scammers!

Like many others on this site I wish I could give negative reviews.

I ordered a small part for a microwave - it was ceramic. It cost $30 with shipping. It arrived broken, packaged in a plastic bag in a small plastic envelope. (no packing material). I returned it with pictures saying it arrived broken (STILL IN ITS PACKAGING) and ordered another with a note stating that the last was returned due to inadequate packaging.
Second one arrived exactly the same way (obviously they have no feedback loop), so I returned it too, also with Pictures including the envelope, and the product STILL in the plastic bag as it arrived.

Now I received a note stating:
We were not able to process your refund
Dear XXXX,
We have received your package from order XXXXXXX. The part(s) you sent are not in resalable condition. Unfortunately, credit has not been issued for your return.
Questions? Please refer to our Return Policy.

DO NOT USE THIS COMPANY, they took $60 from me and delivered broken parts, and would not honor a refund for defective part. I think their note is wrong, though - since they could obviously ship the broken part again since they don't have a problem being paid for broken parts.

Sears was always a reliable place to shop for appliance parts for my parents, so I didn't hesitate purchasing a part from their online store. However, my recent experience was a disappointment and I will not be placing any more orders from them. Sears has essentially become the middle man of the parts/distribution. No more reliable Sears.

My story: On the day of my purchase, the item was in stock (per the website) and the full amount was charged to my credit card and email stated 8-9 days for shipment arrival. Two days after ordering, I received a notice that the item was now on back order - shipping tbd. I called and asked the Sears associate to cancel my order. They told me I would get a full refund in next 3-5 days. After the 6th day, I received another email that the item was again on back order. I called again to find out they didn't issue the refund and they said they were waiting on the merchant to respond. I requested Sears to cancel the order again. This time, I stayed on the phone until I received confirmation. A separate email confirming the cancel and refund was received later that day with a reduction of my refund by a restocking fee (I never received the part).

Many issues: 1) Sears website said in stock at the time of purchase; 2) charged my credit card prior to shipment or acknowledgment of back order; 3) associate lied on phone on 1st call by stating I would receive confirmation and a full refund of order within 3-5 days (never received either) and 4) during 2nd call back, there was no mention of not receiving a full refund for the part. I'm not going to chase down $12, but this experience with Sears has lost them a customer.

Terrible. They canceled my order, making me a liar to my customer. Very unhappy. Then tried to sell me the same part again. Hope I get my refund.

This company would not send out part. I tried many times to get a refund. They said the had the part but did not send it.

Scammers, Website shows product in stock, they will take your money then, backorder, cant talk to a person

Placed an order and waiting 25 days haven't received it, so disappointed, Just realized why they closed many stores

Been very lucky with this site they have detailed diagrams looking up parts for appliance's. Best out there.

Ordered cold and hot inlet valves for LG washer. Received via UPS in one day. Correct parts, new, well packaged.

We ordered a Samsung door bin in January. It's now April and the item has been on back order over 4 times. Every time we call, we are promised 10% off the already billed item, and we still haven't even recieved that. And before I forget, we were told the item would be back in stock by now. We called today- First, Diana had us on hold for 15 minutes saying it would take 2 hours to talk to a supervisor. I hung up and called back. The next associate, Michelle, had an attitude right off the bat. I explained the situation we just went through and asked, once again for a supervisor. She started yelling over what I was saying, claiming that there was a message sent out explaining the backorder (which, of course, we never recieved in going on 4 months). After maybe 3 minutes of yelling, we were commected to supervisor Jacquline. She told us that we should ordee through someone else, then proceeded to give even more attitude than Michelle did. Gof forbid ANYONE in retail treatesda customer the way these three did, they'd be written up or fired. If you want a job that you can be rude to people go work Ed Devic's. We have been charged to our Sears card (don't forget that 24.95% APR) for a product we never recieved and then we get horrible customer service, not only from an associate, but from the supervisor.

I placed order on Sept 1,2020. Their website indicated it was on back order, but typically ships within two weeks. I began receiving notifications that it was still back ordered. After waiting one month, I called customer service and the representative informed me that their records showed I had received the part but it was damaged and they were waiting for me to return it for exchange. I hadn't received anything, and the representative was able to see that the order number and customer information related to this issue wasn't even close to mine. They informed me that unfortunately because of this "unfortunate processing error" my order was essentially taken out of the queue, and I would've received my part if this hadn't happened. They apologized and said they put me back in line. I asked if I was going to be given expedited processing or anything and they politely said they would do what they could. I called back two weeks ago and was again told the part is on back order. After I didn't accept the usual apology and "we'll send an email with the status" answer, the representative said they would contact the vendor and see when I should expect the part. I waited on hold and then was told by the first of November. I called this morning and was once again, given an apology, and then shockingly, given 3 options. 1 being cancel my order today. 2, continue to wait. 3, Cancel but leave order open and I would be billed if the part ever does become available. I am completely shocked at how poorly this has been handled and how little interest, ownership, or urgency to resolve this by anyone I have spoken to. Two months waiting for a part I could've gotten from several other suppliers, if I was aware that it wasn't going to come, and the expectations were incorrect; besides the fact I apparently missed my opportunity to get the part because of their processing error. If this is considered acceptable customer service by their company I have made my last purchase and am going to communicate my experience as a warning to as many people I can to avoid this same experience!

Needed a part for our dryer. Went out to Sears Direct and ordered the part which was only $69.00. My husband can put the part in - hence, we didn't get caught up in their outsourcing of less than reliable repair service.

Well, because I needed the part asap - we paid a whopping $39.99 to have it expedited. Ordered on 7/3 to receive on 7/5. Why would one pay so much for shipping? Cost of going to a laundry mat outweighed the shipping - that simple.
7/5 came and went. Called Sear Direct yesterday on 7/8 to get customer service in the PHILLIPINES. Not that there's anything wrong with that "if and only if they are equipped to do the job".
Customer Service lady apologized many times over. She kept saying - "checking, checking, checking - should be there 7/10. She explained every time I conveyed I paid good money for expedited shipping that she is "checking, was in stock when I ordered, but became backordered once I submitted the order. She is sorry, will be there 7/10.
Asked for a supervisor - "no, sorry they're busy". I was pleasant and explained that I would like a credit. She said, again - sorry, was in stock then backordered you'll receive on 7/10. A broken record... Finally she said she'd have a supervisor call in one to two hours. Yep, you guessed it - no call!

Today, I received an e-mail that it won't be here today, still backordered. Can't get a straight answered from them.

Yep, you guessed it - they charged my credit card immediately and I'm dealing with the overseas nightmare.

SEARS - get your act together. Please, please, please think Customer Service like you used too.

I'm so tired of the run around anymore. Ordering a part should be easy. Sears should be reputable, not anymore.

Stay away folks. If they don't have a POS system that actually show whether a product is in stock that commits against an online order - they're way out of their league. That's easy peasey software configuration and should be had by all the large companies - small companies understand the necessity of inventory control.

Stay away. I'm battling for my $109.00 back and still have a broken dryer.

Theyve had my money ($160) for a month now. After a month of waiting I call customer service to speak with some Phillipinos that have absolutely no clue where my part is and all they can tell me is "Someone will email you within 72 hours".

First 72 hours pass. No email. No call. Nothing.

Call them a second time... same thing. "Someone will email you within 72 hours"...

Second 72 hours pass. No email. No call. Nothing.

Call again and SAME THING! "Someone will email or call you within 72 hours".

3rd 72 hrs pass. NO EMAIL. NO CALL. NOTHING!

IF MY CUSTOMER BADMOUTHS ME ONLINE OVER THIS, I WILL SUE THIS PITIFUL OPERATION FOR DAMAGES!

BUYER BEWARE! THIS WAS NOT MY FIRST NIGTMARE IN DEALING WITH SEARSPARTSDIRECT.

Bottom line, do not order from them unless you want to waste hours of time on the phone getting a refund for parts they lied about being in stock when they were not. Here is the full story: I needed a repair part for my fridge. Most other places did not have it in stock. Searspartsdirect website said they had it in stock, I called them to confirm they really did. I was told yes it is in stock and ready to ship. I placed the order 5 days later my order status still said "in process". I called them back and was again told the part was in stock, they weren't sure what the problem was but they would make sure it would ship right away. Three days later, it still said "in process". I called them and asked them to cancel the order, I was told it was cancelled, but it would take 3-5 business days to receive a cancel notification. I waited about 10 days with no notification, it still said "in process". I called to see why it had not been cancelled, I was told the order was never cancelled. I finally threatened to call my credit card company and refuse the charge and they once again said I would get a cancellation email in 3-5 days. This time in 5 days I did get a cancellation email, however they did not refund the $9.99 shipping charge, for a product that they never shipped! I had to call them again about the shipping refund two more times, waiting 5 days in between before they finally refunded the full amount. Wasted hours on the phone when they knew from the start the part wasn't in stock. They drag it out as long as possible and make getting the refund difficult. One of my worst online shopping experiences ever. Don't make the same mistake I did.

I ordered a Defrost Coil for my Kenmore Elite Refrigerator on 11/19/2019. After I paid for the item online I was sent an order confirmation with a scheduled delivery date of 11/22/2023. It is now 11/29/2023 and I still have not received the coil.
I called Sears and spoke with a Customer service Rep who called herself Julie on 11/27/2023 to see when I might receive the item, since I received no interim communications from Sears explaining why I didn't receive the coil as of yet. Julie told me she could not tell me when my item might be delivered. At this point I decided to cancel the order. After canceling the order she asked me for my email address, which I gave her and she said I would receive a confirmation email stating my cancellation was complete. I never received any email.
The next day I called them again and I was told by this CSR that I needed to wait for approval of my cancellation. I was flabbergasted because I read their return policy that states as long as the product has not been placed in delivery status, the order could be cancelled. At this time she became confused and started laughing under her breath at me. I called her out for her lack of professionalism and demanded to speak to her supervisor. She refused at first and finally connected me with a Supervisor. This supervisor told me that in fact, my order was cancellable and his CSR was incorrect and that the I would get notiice of my cancellation via email within 3 days of my cancellation request and my refund 3-5 business days later.
Today I received an email from Sears stating that my order was unable to be cancelled since the order was in process and that I would have to wait for the item to be delivered even though they can't tell me when it will be delivered. Absolutely horrible customer service and absolute thievery! I decided to dispute this charge with my credit card company instead of waiting for these imbecilic crooks to refund my money.

Do not purchase anything from this company. They are Criminals!

This has been a real saga, all for a little $12 knob that I needed for a Whirlpool oven. Their web site said it was in stock and had the best price and fastest delivery, which professional parts stores need to do since most parts are needed pronto. The site claimed it would be delivered 2 days later. So I ordered. Since then: nothing but frustration. They didn't even process the order until 2 days later. Over the next week the order status on their order page changed 5 times: from Ordered, to Incomplete, to Back ordered, to Cancelled (by them, not by me), to Pending (after I saw cancelled and had called to find out how to get a refund), and finally back to Cancelled. The only e-mail I got was to tell me it was back ordered with a sad sack story of global supply chain problems. Their web site effectively says don't bother calling, our c. S. people don't know anything about order fulfillment. But I did make 5 calls anyway, on all but one I needed to leave a call back (once they never did). Did I mention that throughout the entire time their web site said the item was 'in stock'. Three of the calls involved getting my money back; 10 days after being cancelled still hasn't happened, though they didn't hesitate to charge my card immediately when I ordered; a lot of places only charge when they actually ship).
Refund Call #1 of 3: the woman tried to sell me something else, then convince me to wait (although the web site said "cancelled"), but did say she would process the refund. One week passed, nothing happened (I checked my charge card account daily). Call #2: the guy was helpful, looked up my account, said no refund request had been submitted, he would do it. Two days later I did indeed get an e-mail saying a refund had been processed - for $5.12 less than they had charged me. Which led to call #3: the refund (for one little $12 knob) had been broken into 3 separate "accounts" (one was believe it or not just 27 cents!), though I got no notice of that nor is it shown on my order account. At least the total is $16.90, what I paid. Ok... two days later: still not back on my charge.
Bottom line: Sears PartsDirect is an outstanding model of how NOT to run a parts business. The web site lied about stock and delivery date, they collected my money before even processing the order fulfillment, you need the patience of Job to deal with customer service (which appears to have been outsourced), and then fight to get a refund.
Final note: The item was in stock at a competitor (there are many), it shipped the next day, though shipping has been excruciatingly slow (more due to FedEx). I'll review them if the part ever arrives. End of saga for a tiny $12 knob. [I blacked out a few personally identifying words on my proof of purchase to preserve my anonymity.] UPDATE 2/25: Refund finally received, posted to my charge card so I know it is genuine. So I'll give 'em credit for doing one thing right, though not easily or quickly.