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! read more

Garbage. I have to order Cheap Chinese bearings off some crap website, because Sears Parts Direct can't buy a couple thousand Bearing/Seal Packages like every other Tom, Dick, and Harry, because they like to sell you crap you don't need. The Joker I talked to on the first phone call (dipstick A), hooked me up with a bearing/seal set to a COMPLETELY different washer, and mailed it Rrrrright over. This guy was a freaking GENIUS. It took him 5 minutes to figure out the model number I gave him was a washing machine. There isn't a drug on the face of the earth this kid hasn't done. I should have hung up the phone, and bought cheap Chinese Junk, like I always do. It really is too bad when American companies do everything they can to screw the American customer. I'm surprised Sears isn't teetering on the edge of bankruptcy.........oh......wait.......they are. I wonder why? Anywho, I didn't know that the front bearing and seal were incorrect, I installed the rear bearing/snap ring. After realizing Dipstick A, who had ONLY ONE JOB to do that particular afternoon, COULDN'T DO IT, I gave Sears Parts Direct a phone call. At this point, I was still remaining professional. The second person I spoke with, told me he had no idea where Dipstick A came up with that bearing set, and the only part he could sell me was the ENTIRE HUB WITH BEARINGS INSTALLED. He also informed me, that since the rear bearing was already installed, I would have to pay for it, EVEN WHEN HE COULDN'T SEND ME PARTS TO CORRECT THIS MESS. I've seen two bulls humping each other, that had life more figured out than Sears Parts Direct. These guys couldn't hit a barn with a shovel, from the INSIDE. It's BAAAAD. I haven't seen this much 'SUCK', since that Chicago Bears kicker missed the game winning field goal, just a few weeks ago. The Bears Fans are happier with that dude, than I am with Sears Parts Direct. I know this, because he gets to kick again, and I WILL NEVER......NEVVVVVER EVER CALL SEARS PARTS DIRECT AGAIN. EVER. LORD, GIVE THESE PEOPLE THE WISDOM TO WALK OUT OF THAT BUILDING AND NEVER COME BACK!!!! I'm not mad, I'm disappointed. So much worse than being mad. SAVE PEOPLE THIER SANITY SEARS PARTS DIRECT.......STOOOOOOP DEALING PARTS!!!!!! Alrighty Then, I'm finished. Goodnight to All. read more

"I wish we would have read reviews prior to doing business with this company. We ordered an OEM glass stove top for a GE stove (Part #WB62X25973). The cost of the part was $544.78. In less than 90 days of receiving this part my wife was boiling a pan of water of the stove top using a double boiler. when the water started to boil there was a loud snap and the glass top cracked. Prior to that the stove top burners had been used occasionally but definitely not overused or abused.. We contacted Sears Direct and were informed that they only warranty parts for 60 days and we were outside that period. I demanded a review since no extended warranty had been offered at purchase which seems reasonable for a part well over $500. I spoke with a supervisor who told me that someone would call us within 3 business days. No one did. We called again and were advised that the request to replace this part had been denied but that they would credit our credit card for 10% of the purchase price. The credit was not advanced. We called again and were told that the 10% refund had been denied. We asked to speak to a supervisor but the person we were speaking with was resistant and kept coming back on the line saying someone would call us in an hour. We insisted that we wanted to stay on hold to speak with her superior. She finally came back on the line and offered to replace the stove top which we declined because it is of no use to us now since we disposed of the stove because they initially refused to replace the stove top. She then offered the 10% refund. We now had the question as to why they couldn't refund the entire purchase cost if they could replace the stove top. She said she wasn't authorized to do that. So again we asked to speak to her supervisor. She said someone would call in an hour. we declined and said we would stay on hold. SHE HUNG UP ON US!" read more

Do not waste your hard-earned money with this scam of a business!! My experience is essentially an exact copy & paste of most posts here: 1. Search for a part 2. Sears offered a better price & expedite shipping 3. What was an 'On-stock and Ready-to-deliver' part, turns into a 'Back-ordered' part within 48 hrs. 4. New delivery is 30 days later. 5. 45 days later called asking for status (as the web service never updates the 'in process' message). 6. They try to blame it on my "You were not at home at the delivery time, Sir"...to which I asked "Show me the tracking number...as I am having a hard time figuring out how I missed the 3 times UPS should stop before giving up on a delivery, and also how come I missed their notes?"....to which they replied "Oh! Sorry Sir, but UPS did not provide us with tracking number".... - yeah, like we were born yesterday...Do you believe these guys??? 7. Sears apologize, promise me a re-delivery 2nd day air. 8. 8 days later, called for status - "It is going to take 4 more days Sir!". To which I replied, "Nope...please cancel the order". To my surprise (if it is at all possible after such poor experience), their reply was "I will send your request to our escalation department...they will need 72 hours to process your request, however, it may be the case that you received the product nonetheless, in which case you will need to call to process the return." Why am I calling it a scam? Based on the many feedbacks here with a very similar experience, it is looking less like a system or process error, and more like a planned deceiving business practice. I don't think I am going to see either my money back or receive the part. As the adage goes...Sears still from me the first time, shame on them! Sears still from me a second time, shame on me....not likely to happen though! read more

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. read more

It is unfortunate that I cannot rate Sears Parts lower than one star. They certainly deserve it! I ordered parts, via phone, with their sales department. Later in the day, upon review of their email confirmation, I realized that their Sales Agent had ordered the wrong parts. I called back the same day and canceled the previous order, replacing it with another order. Again, upon further review, their Sales Agent had fouled up the order. I called back a third time, once again enduring up to 30 minutes of their rediculous on-hold music and announcements telling me how important my call is, much like the previous two calls. This time I requested cancellation of both orders, which I was assured was being done and both charges to my credit card would be credited. About five days later, I received shipments of all of the parts that I had requested and subsequently canceled. I called for a fourth time and endured more on-hold. Again I requested cancellation of both orders and credit of the charges. Again they assured me my credit would be processed and sent me return labels, which I used to return all of the parts. Guess what... a week later i received a second shipment of all of the parts in both cancelled orders. Prompting yet another call, with the same promises. I also requested to speak with a Supervisor and was told that they have no way to transfer the call to such a person and had no direct contact information for such a person. Stay tuned..... Im sure this saga isn't completed. With proficiency and competence like this, its no wonder Sears went out of business. read more

I ordered 2 parts for my Whirlpool WRF736SDAM13 refrigerator which their website said was "In Stock". I placed my order with Sears Parts Direct because of the Name brand and the price. The day after placing my order, I went to check and to my surprise both parts were labeled "on back order from supplier". When I tried to call the company (they don't list email as contact), and after waiting for 26 minutes on hold a guy that hardly spoke clear English answered and confirmed that yes the parts are on back order. I asked if they could provide an estimate of when they would ship and was told they don't get that information, its shipped from the manufacturer. When I asked why the website said the parts were "In stock" and now actually they are not, I was told it was a website issue. I waited till the next day and called again. A nice lady explained to me that yes the parts were on back order from the manufacturer and they would update me with shipping information once it ships. If I did not get by the 6th of June to call back. I checked the website yesterday (6/4) morning and it said one of the parts had shipped, still did not get any emails about this. But, the other was still on back order. When I check this morning the website shows the part that shipped is now "Cancelled". Not sure who cancelled it or why and have to call to find out why. I trust the Sears name but, this has been like pulling teeth to get an answer. Thinking of cancelling my order and paying a little more for the part. read more

Update: So I went out to Sears.com to find out if Sears Parts Direct is owned and operated by the Sears we all knew and loved. Well sure enough yes it turns out. The representative I spoke with said that sears parts direct is absolutely a parts department of Sears. Very sad to hear that. It is no wonder Sears is on the decline with stores shutting down. The status of my order is this: Sears has $680.00 of our money due to double ordering us for a rangetop glass replacement, yet amazingly after two weeks they still cannot credited us for the extra order, or shipped us a damn thing! It appears we are just getting the big "stall them as long as you can" treatment with the latest stunt telling us that the warehouse has MOVED!!! Yes, gone, vanished... into thin air!! Lol... and the stove rangetop will now NOT ship for another 7-10 days and then 3-5 days after that until it actually reaches the new "twilight zone" warehouse. Can anyone say b....b...b... BS? Not to worry though our bank is involved and investigating this and will be "charging back" both orders to Sears. My advice if you're having trouble with a credit, shipment or refund from these "total shysters" is to go directly to your bank as soon as possible and have them chargeback the order payment after completing their investigation. If there is a government agency out there that investigates companies for fraudulent practices IMHO Sear's handling of Sears Parts Direct deserves a serious look into... if any company ever did. read more

Poor service. Poor attention to detail. I placed an order by phone and when I received the email confirmation, one of two parts was incorrect. I called back to correct it and somehow when I did so, my address and name got changed so that my billing and shipping name and address did not match, nor was the shipping address even in the correct state! I called a third time to correct, and this time the woman told me she was giving me a discount. When I received the email confirmation, she had given a discount, but also added in a warranty I did not ask for or get asked if I wanted, and basically the discount and the warranty balanced out the price to be the same so that she could get a warranty up-sell in. Also, my last name on my billing address was still incorrect. I called the fourth time and got everything corrected. Mind you, each time they had to refund the previous order and I had to give my card information again. Here I am, two months later and one of those two parts has arrived, but the other is back-ordered. I called into customer service today to get any updates available and was told they aren't making the part right now I could check local stores, but he doesn't know where. You do not want to call this customer service line. Purchase elsewhere if possible. Not helpful, you may not actually get what you want, and only 1 out of 5 people I spoke with could even communicate clearly with me. Terrible. read more

We ordered a part for a washing machine. The order was confirmed, we were given a delivery date for the part to arrive. The delivery date came, we received an email saying the part was backordered. I call the number provided, it's only an automated system and it is impossible to speak to a representative. You have to use a computer to use their chat system, and when I get a hold of someone, they tell me they have expedited the order and we will have the part within a week. I follow up with the chat system again in a few days, because nothing has been updated on our order information. They tell me that the part got lost in the warehouse but it is in stock, and that it will be shipped out within a day. Then we receive an email saying the part is no longer in stock and is back ordered at the manufacturer. This company is awful, we will never order a product from them again. It is beyond unacceptable how unprofessional and unorganized they are. You have to constantly bother them in order to receive answers, and the answers they give you are never consistent. I have all of my customer service chats saved in case they try to refuse my refund. Parts Direct is beyond terrible. Only reason they are getting a star is because Yelp won't let us give them 0 stars. read more

I will never do business with this place ever again. I ordered a part for my washer over a month ago, they said it was on back order, which was fine, and I told them to cancel my order and reimburse me because I just ended up getting a new washer because I found out this part wouldn't be available till 2027 and discontinued, because it hadn't been working for a month, and I was waiting for the part. In that time and still going on, this place will not cancel my order or give me my refund for the part that is still on back order. Every time I try to call on the phone I just keep getting a recording, so then I started to have chats with this place every other day and each person tells me a different story, one person tells me it's canceled, my refund would be done in 1 to 3 business days, those days came and went, so I chat with them again, then the next person tells me it isn't even canceled yet. I was warned to not go with this company, but I wanted to give them the benefit of the doubt, BIG mistake!!! Each chat I get with someone is the same old scripted saying, we are so sorry, blah blah blah I don't even want to leave one star for this company read more

Worst company EVER! I rarely do reviews but this had to be done. First sent the wrong part. Then had the nerve to tell me I ordered the wrong part. Funny thing is. I had the part ordered through their own LIVE CHAT feature and had the guy wait till I had it ordered until we got off chat. He told be the part was guaranteed to fit. NOPE. Then comes customer service. Training needed. First girl didn't understand what I was explaining about getting the wrong part. Paid $250 for a 3 bagger but wanted to send me a 2 bagger grass catcher for $389 when I got the second guy, the manager on the phone. Then he said they wouldn't come back and pick up the 60lb 8 ft box that I would have to go drop it off at UPS. REALLY? You make the mistake and then I have to work to fix it. Never again. Notice this company has no way to review on google anymore but sent me this. searspartsdirect.com 4.381% Positive (24,264 reviews) Ratings based on data collected by Google and/or its partners.** LEARN MORE What a lie. Stay clear. read more

They are the absolute worst parts supplier on the planet. I ordered a part 6 months ago, which somehow got tied to the wrong tracking information, saying that it was shipped to a different state a few months before I even placed the order. Customer service told me that it would still be shipped, but that tracking numbers sometimes get mixed up in their system. I called again a few weeks ago and they cancelled the first order and reordered it (didn't offer a discount for waiting 5+ months). Now it's been over two weeks, when it was supposed to arrive in a week, and on the website it still says the order is processing. I just called again and after an hour I finally got the right combination on their call service to talk to a person, and she said that even though their website says it's "in stock" it's not actually guaranteed to be in stock, and tried to blame the whole thing on the supplier. I honestly have never had this many issues buying something online. read more

If I could give a zero, I absolutely would. DO NOT waste your time or money with these people, they simply will misrepresent installation and parts. They sold me a thermostat for a warm freezer, which they forgot to mention meant taking the entire inside of the freezer apart.. Once installed, I still had a problem. I explained what was going on, and I paid for AGAIN and was sent an evaporator coil... WHICH HAD THE THERMOSTAT IN IT!!! The biggest problem was it involves braising copper line and dealing with gases, which the technician who I purchased this from failed to mention and told me I could do it myself. I normally don't write bad reviews, but this place deserved it. Also, they sent me videos on how to repair....... If you want a laugh, look at this nonsense. It is a cartoon with computer generated wording. The worst thing I have ever seen. https://www.youtube.com/watch?v=YtUbohAkPXU read more

I'd be hard pressed to give a good review. Ordered new compressor for my central air on the 15th of July 2018, Got an email that it shipped on the 19th of July 2018. Called customer service, unable to give me a tracking number and I'd receive an email in 3 days, did the chat on the site - got a tracking number from some shipper no one has ever heard of - shipping and tracking info unavailable. I have Sears scheduled to come put the part in this week, don't even know if the damn part will be here. Have a call into a manager of some sort - I'm sure they will be no help as well. Also entered my feedback on the site. I'm not cancelling the repair, if part is not here I'll have them call to see where the hell it is and I'm not paying for them to come. I'd recommend using a different company for parts and repairs. Going into week 3 of no ac, its only in the 90s and the humidity cant get any higher. read more

Ordered part for Kenmore washing machine that is 9 years old. They sent me the incorrect part, I called for a refund which they said they would email a shipping label for. Never received the shipping label so I called back and was informed they were not going to refund even though they sent the incorrect part. Spoke with a manager who confirmed that they would not return the part. Turns out they sent the incorrect part because the correct part was discontinued, now I'm out the $50 for the replacement part and out a $1000.00 washer because Kenmore discontinued the part. This company is a joke and specialize in stealing consumers money. I wouldn't touch these scam artists with a 10' pole. I also do not recommend Kenmore as they don't support their products and a simple $50 plastic part part(including shipping) can render the equipment useless. read more

I wanted to leave a review because I recently had to order a replacement part for my refrigerator from Sears Parts Direct and was a bit hesitant after reading some of the other reviews online. I can't speak for everyone's experience, but mine was great -- the order arrived quickly, communication via email about shipping and delivery was clear and consistent, and the part itself (a piece of glass, so very breakable) was packaged securely and arrived in perfect condition. Just wanted to share my positive experience! read more