Sears reviews and complaints 1
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Sears - mower deck part
on 4/26/2017 i ordered a part for my garden tractor lawn mower, part #175805 conformation #V756594 and paid for the part on the same day. i have called several times to see where the part is and keep getting that the part is still on backorder. on called back on 6/03/2017 to cancell the order and was told i could not cancell the order. i have sent two e-mails to customer service and both responses were to call parts direct which i did. i'am just getting a run around by these people. thank-you [protected]@bellsouth.net dated; 6/09/2017.
The complaint has been investigated and resolved to the customer's satisfaction.
I'm sorry you are having this issue with Sears Parts Direct. Sometimes, if an order has been processed, we will either set up a pick up for the item or instruct on how to send the item back. A return however, should never be denied unless the part had been used. In your case, I'm not sure what happened but we want to help you get this resolved. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the parts were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Sherrinc) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I apologize for this issue you are experiencing with Sears Parts Direct. It should not be taking this long to either receive a part or a credit for the part cancellation. We would like to help resolve this issue. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the part was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (glsmith23) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
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Be careful when a part says "Instock" - it may not be. I placed an order for a $75 stand for an LCD TV because the site indicated that it was instock. My credit card was charged immediately but when I followed up after a week, they indicated that it was on route from the supplier that day. The next three inquiries over the following week or so provided the same response. Either they are complete idiots or liars - don't know what is worse. To top it off, I cancelled the order but they still haven't reversed the charge on my credit card 5 days later.
My recommendation: Don't use Sears Parts Direct! It is clear why this company is struggling.
Cancellation policy not visible during the on line order process. I ordered and wanted to cancel only 2 hours after placing the order. I found out that no changes or cancellations were permitted. The cancellation policy was only displayed AFTER you pay. They put a link on the confirmation titled “How do I cancel my order”. When you follow the link it states that you can’t cancel.
I’ve never come across an on line retailer that had a no cancellation policy. Now I have to pay for the shipping to my home and pay for it to return and wait for my refund.
Terrible policy….do they realize that we’re buying parts for some appliance that cost hundreds of dollars and that when it comes time to make that purchase decision again to buy new, Sears won’t be getting the business.
I sent an email to cancel an order for parts from Sears Parts Direct and they kept saying - you might need the part so why don't you keep it, and I wrote back that I was still wanting to cancel. They had claimed that the parts were backordered for 14 days. They went ahead and sent the parts and told me that I would get a shipping credit. I don't want the shipping credit - I want to send the parts back for a refund. If a part is not used, they can resell it, so why won't they give customers their money back.
I don't ever want to deal with a company again which will not take returns! This is unheard of in the retail business. Think twice before dealing with them.
I experienced the same with a telephone order. Ordered a part (refrigerator water filter), paid way too much and was charged a shipping fee equal to 50% of the item I ordered. Found out 10 minutes after I placed the order that the local Sears store stocked the item. Called back and was told that I could not cancel. Asked to speak to a supervisor and was refused. I was told that there was noting a supervisor could do. Telephone representatives are trained to "up sale" (hard sell) other items when they have you on the phone. I called to order a water filter and was badgered to buy siding for my house, I declined, then offered new windows, I declined, the was offered a brush to clean the coils on the refrigerator I ordered the filter for. When I declined was told that not cleaning the coils could void my warranty. Terrible customer service! Other appliance stores sell a compatable water filter for about $15.00 less. I guess its my fault for not shopping around but I thought Sears was a reputable, customer oriented retailer. I'll not shop as Sears in the future.
I agree this happened to me too. Not only are the parts over priced. I'll never use SearsParts again. I had problems with Sear retail in the past now this. I will never buy Sears again. The use to be good.