Sears PartsDirect

I have been dealing with Sears PartsDirect for a month and a half more and still don't have my refund. 1st when I ordered the part it said Sears PartsDirect had 2, a week later rec. Email it was out of stock. 3 times trying to get my full refund and still don't have it yet and the last person I talked with kept talking over me every time I tried to say something. She then said well, it is such a small amount you're waiting for, I told her it didn't matter if it was $2, the money wasn't theirs and I would like my refund. I finally stopped trying to say anything and when she stopped talking, I asked if I could say something now, she had hung up on me. I have been told each time they had to send my refund request to the higher level and I would receive my refund in 3-4 days and no I couldn't communicate with them. This is THE worst customer service I have ever received online or in person EVER. I am still waiting on my refund.

I ordered a power washer manifold on May 6th. The website stated that it was in stock. A few days later I was told it was on backorder. As I was waiting, I realized that I could buy the complete power washer new for about 20 dollars more. I tried to call Sears to cancel the order. The first time I was informed that I would be contacted within 24 hours letting me know if the order could be canceled. A week later, after not hearing from them, I called and was told that my part was back ordered (now about 3 weeks into the ordeal). That representative actually did their job and I received an email that the order was "in the process to ship." That was over a week ago and here I sit on June 15th still waiting for my part. The customer service is hit or miss, and the website lies. The Second representative also was concerned that their system still stated that the part was in-stock. From my experience, I will never be using Sears Parts Direct. Mostly due to the fact that you can't trust the website dates and the customer service/phone system sucks.

Bottom line, do not order from them unless you want to waste hours of time on the phone getting a refund for parts Sears PartsDirect 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.

Why didn't I read the reviews before purchasing something from here? Absolutely the worst customer service experience I have ever had. I needed a new panel for my stove on 6/30/20. The item showed in stock for $390. I ordered it with expedited shipping which was $45. After ordering, I received a confirmation email and then I checked the item status. It immediately was back ordered. After calling multiple times and waiting >20 min each time for service, Sears PartsDirect agreed to try to cancel the order. Only they didn't. Instead, they sent me an email saying they couldn't reach the supplier and it was too late, they were going to ship it anyways but I could send it back. This was odd considering the fact that they could get status of the order from the supplier but not cancel it. I called again and they said they would refund the items after I shipped them back and there was nothing else I could do. The item didn't ship until 7/23, the original order was to have it delivered by 7/3 and I tried to cancel as early as 7/1. I waited and received the items and immediately shipped them back. As of 8/12/20 I am still waiting for my refund. The items were returned on 7/27/20. They only partially refunded my expedited shipping fee, they claimed the rest was for shipping. I have about lost it on these people. I have tried to explain so many times that this is their mistake, not mine. They broke the contract when they couldn't deliver my parts when their website claimed it could by 7/3. I want my money back and they are holding it hostage. In fact they charged my card before they even knew what the status was. Oh and still haven't received my refund for the actual parts, even though they have received them and had them since 7/30/20. THIS PLACE IS A SCAM!

Buyers Beware! After confirming with SearsPartsDirect associates that products were in stock, I ordered the parts. When following up 4 days later for my tracking number I discovered the parts were on backorder. Sears PartsDirect refused to cancel my order and refund my $441.64 withdrawn from my account for the parts "in stock". After 10 days and greater than 20 phone calls later, they refuse to cancel my order and refund my money for parts they do not have. Each phone call resulted in a different story about my order from their associates. They have NO customer service leadership or dispute resolution options for consumers and they told me they do not have the ability to cancel orders. Today they tell me I have to wait to receive the part and after I receive it then I can send it back and they can begin to process a refund. When will that be? Nobody really knows. They stated today that the manufacturer shipped it to me directly but were unable to provide me with a tracking number. After contacting the manufacturer of the part, they confirmed with me that this is simply not true and they have not shipped anything to me because that would be the responsibility of SearsPartsDirect, not them. This is the most deceptive business I have ever had the misfortune of dealing with and they have consistently been deceptive with their practices and fraudulent in taking my money for parts they knowingly did not have and still do not have! Avoid SearsPartsDirect at all costs and save yourself a lot of stress and money!

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 Sears PartsDirect 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.

Purchased two inexpensive replacement parts for our Samsung dryer, each piece costing under ten dollars. We needed them in a hurry to keep our dryer from burning up, since it was a lint trap issue, and were told priority shipping was $19.98 in addition to the parts. We HATED having to pay such inflated shipping for two small plastic parts, but we truly had no choice. We made the purchase and never got a single email from SearsPartsDirect concerning our order. Guess what!?! Parts never arrived and after seven days of waiting and broken promises, we decided to cancel the order. Sears PartsDirect could never provide us with a tracking number or anything regarding our order. Same old yada yada after four phone calls made to them on separate days. Contacted credit card company to file claim. DEFINITELY STAY AWAY! They are a SCAM! You'll be terribly sorry if you order anything from these people!

I ordered a part that was "in stock" to be delivered 4 days later. I check the status later that week after it did not arrive and shows it backordered for 6 months. I called and cancelled the order immediately since it wouldn't arrive in time. My card got charged a week later. I called to cancel again and was assured it would be cancelled this time and my card credited. I have called to cancel a total of four times as my status continues to show in process and credit card has still been charged. Fed Ex sent an email showing it being delivered the next day. I called again to confirm cancellation and told them that I would be refusing the delivery. The next day I refused delivery and disputed the charge with my credit card company. Two months later and I am still disputing this as Sears Parts Direct is telling Citibank that I never cancelled the order and that I am in possession of the part. I feel like I am going crazy. And am skeptical that this company is at all affiliated with the actual Sears brand.

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 Sears PartsDirect 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.

First, the coupon code Sears PartsDirect advertised for a 10% discount was not applied to my order. When I called customer service, they took 28 minutes of me holding, going back and fourth to try to figure out how to resolve this. They finally offered to cancel the first order (my "card would be refunded in 5-7 business days"), and place the order again with the 10% discount. After hanging up I saw they are increased the price of the water filter 4 dollars for this second order. So I wasted 30 minutes on a call, to have a discount that saved me $5 applied, but they sneakily increased the price of the item for no reason. So I called right back to explain... The rep this time told me no, $58 was the correct price (it had magically increased in 30 minutes of waiting on the call), even telling me that was the price on the website, even though I was looking at the price online, and had the confirmation email showing the lower price for the first order. Because I persisted and kept having to reexplain (it seems she did not want to listen or understand what I was saying), she finally said "ok, let me see what I can do." After another long hold, she came back and said "sorry, prices on filters can change based on demand", which is crazy since I had ordered this less than 50 minutes ago, and I was looking at their website with the correct lower price, and then she offered to cancel the second order, change me the new higher price, and take off the $11.99 shipping cost. I said fine, because this was a bigger savings, but they still could not explain why they were charging me a higher cost than listed on their website, and I had paid in my first order less then an hour earlier. Very unprofessional reps who make you repeat your issue again and again. I will never order from this site again, seems they are using the Sears name but being very shady and trying to change us much as they can and sneak charges by.

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 Sears PartsDirect 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!

Power Surge TWICE in a ROW----------Literally... BURNT------the Control Panel for our WATER HEATER--OH noooooooo-------saw a GREAT Price on Searspartsdirect--------don't be fooled ------their customer service rating online is 1.3 stars for a REASON--------so I --put our part number into the Google Search bar--and up---Popped --WALMART--who states that if i'm willing to pay an extra shipping fee--Sears PartsDirect could have the part sent to me --and it will ARRIVE in TWO DAYS-------WOOO-hooooooo--was it WORTH IT-----YOu BETCHA IT WAS--------(having hot water is not over-rated) so WORTH IT---I want to let you know---I did call the customer service dept. at SearsPartDirect--they were cold hearted--and --said---it would take them 10 days------------and they don't offer Expedited shipping even if I am willing to Pay Extra for it!... go to WALMART dudes!...

Beware, Sears PartsDirect will do everything to prevent you from returning a part! I ordered a large drawer for the frig. It did not solve my problem so I wanted to return it. It wouldn't fit in my car. They would not send me the return label. They ordered a pick up from ups and said UPS would have the label. They would not give me a date for the pick up. After a week of putting this huge box out every day, a week later UPS picked it up. One business day later, what do you think was on my doorstep? Yep, the huge box was BACK, Apparently They never gave UPS the return label. I finally called UPS myself. I had to pry the return address from customer service. And the first time I called they gave me the wrong address. I finally got it from a post on the reviews. They won't let you give a negative (0) rating. So RUN from anything to do with these crooks!

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 Sears PartsDirect 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!

My story reads like the rest of these people's experiences. Ordered a part for my discontinued mower over the phone April 25th, said it would be here by May 5th, call on May 4th to verify it's coming, find out Sears PartsDirect sent it to the wrong address and tell me I have to cancel and re order for it to go to the correct address and that it's on backorder now and won't be here til May 25th. It's now May 10th and I still don't have my refund so I call back 5 minutes ago and they tell me that they can cancel my first order and it will take another 1-3 for the "cancellation dept" to cancel it and then 3-5 for my refund. This is the same convo I had a week ago with someone else. I told her to cancel both and now after reading these reviews, I shouldn't hold my breath on seeing both of the refunds... Which means I will contact my attorney and attorney general's office and put fraud dispute on my card. How the hell do these people get away with this?

BE AWARE I don't usually do reviews but Searspartsdirect needs to improve their service is unacceptable their non-compliance and irresponsibility in the delivery of the product. In June 27, I ordered a part for my washing machine and received an email with the confirmation # of my order which indicated that it would arrive approximately on July 6, after two days of not receiving the part in July 8, I called customer service and I was informed that Sears PartsDirect do not understand what happened that the part was ready for ups since June 29 to be sent but it has not sent yet. The lady informed me because the part is still with them she would process a new order for me without any additional charge of what Sears Parts Direct had already charged me in June 27, $208.73 the same day I received a new email with a new confirmation # and the new arrival date July 17. This morning around 8:30 am I called customer service to make sure that I will receive my order today since I have not received any information from Searspartsdirect but the status was the same: order ready for ups Alberto from customer service in Spanish far from helping told me that I should call ups to find out and I say why we have to do something that is their responsibility if I already paid to Searspartsdirect for the part is their responsibility to respond and attend the matter and give customers answers no job to do I asked to speak to a supervisor and Alberto told me that he's not able to transfer me to any supervisor but he assured that one would call me in an hour. Is already 12pm 4 hours later and no searspartsdirect supervisor has contacted me about it.
And lastly, when I realized their incompetence I asked for the refund of my money and it turns out that they can take the money from your account immediately when you make the order even though they have not sent the product but cannot refund in the same way. Now I have to wait for 7 to 10 days for my money to be returned this is ridiculous.
SEARSPARTSDIRECT SHOULD BE SANCTIONED FOR NON-COMPLIANCE.

This is the second one I purchased as the previous one's contact mechanism was loose and actually came out of the body of the timer when I unplugged it. The second one had a similar issue but I could see that the flanges meant to secure it was not lined up with the body and the timer itself wouldn't progress. I think these both were rebuilt parts, poorly might I add. The bad part is this could cause a fire in peoples machines. Free floating contacts are dangerous. I put up a very similar review on their own site and Sears PartsDirect disproved it saying that this was "Contains inappropriate content." Salty much? To top off of this off they had an option to expedite refund. They had me take pictures and I even made a video and emailed it to a specific email address that goes no where. When I called they said they would only produce a refund when the part was received back.
https://www.youtube.com/watch?v=aDrZnEDrSQ8

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 Sears PartsDirect 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.

Placed an order for a lawn tractor part that their site said was in stock on 6/13/20. Sears PartsDirect charged my credit card on that date. A week later, the status of the part changed to "ordered" with a note that it was on order from their supplier.
Fast forward to early August, 2020. No status change. Called the customer service number and was told that they would inquire of their vendor about the status and that I would be updated by email within 3 business days. A week later and another call - same thing. On August 13,2020, I started an online chat with Sears Parts Direct customer service (so I would have a record of the conversation). I asked to cancel the order because it looks like they will not be able to supply the part. I was told that my request would be "referred to our back-end team" and I would get a confirmation of cancellation within 3 business days. 4 business days later, I chat again. I get the same response. They are trying to contact their vendor to cancel the order. I explain that I did not order from their vendor, I ordered from Sears Parts Direct. I have contacted then via chat every 4-5 business days since, same result, despite talking to "floor managers" every time. I have submitted a fraud complaint to my credit card company and will be contacting State Attorney General's office FTC Consumer Complaints Division this week. Should not take a month to cancel an order that has not been shipped (and that evidently they do not even have).

If I could give them 0 starts, I would, but I don't get to leave a review without 1 star.

I used the site to determine which part I needed to replace our washer control board. The site said the part was no longer available and gave me the equivalent part. The part looked similar but not exactly the same, and did not have all of the same connectors. I had scheduled a repairman, not with Sears, and he verified the part wouldn't work by calling them. Sears PartsDirect said no problem, I could send it back and they would return my money. They also had the correct part in stock. I had not had a chance to order the correct part yet OR send back the wrong part when, a couple of days later, the correct part came FedEx! So grateful! Hate being without a washer with 5 in our household!
I did have very frustrating experiences initially with what I think was outsourced (not in the US) customer service reps by phone, and a really great experience with one that was definitely in the US. All's well that ends well. In the photos, the one on the right is what was in my washer (and looks identical though it isn't the new one). The one on the left was the "equivalent" sent originally.