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Sears Parts Department


Cancellation process

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United States
To whom it may concern,

I cannot begin to explain how disappointed I am with your parts department cancellation process. I initially placed an order by calling and requesting a part for my Kenmore refrigerator (water filter #9002) the agent placed the order and at no time gave me cancellation requirements. I was e-mailed the order information, which did not explain your cancellation process.

About 20-25 minutes later I called back in to cancel the order. I was told to hold and was transferred. After waiting on hold again I was transferred again, only to be told abruptly that there was no way the order could be cancelled. I would have to wait for the part to be shipped and then call back in and request a return authorization, then once the part was back they would credit me back. I tried to reason with the agent but they would not budge and wasn’t accommodating. I disconnected the call and went to the Internet in search of a complaint line for sears…only to find many of them. I called 1-800-795-5030 and chatted briefly with an agent only to be transferred again. I finally got to Nikia (#200246) she explained to me once they press the button it goes to the manufacture and there was absolutely no cancellation available.

So here is my complaint…your company is large and well known. To explain to a customer that has been loyal to sears that there is nothing they can do is unacceptable. I work for a large telecommunication company and deal with parts orders for customers. I would have bent over backwards to assist a customer that no longer requested an order. There is always a way to cancel it, even if it is time consuming.

So I asked for a way to voice my complaint and was given an address. I will post this online for others to read in hope that others will find out how difficult it is to cancel with your parts department. I guess in all honesty I will not even get a response from you so I will make sure I stop shopping with sears in general.

A once loyal customer
Shawn Smith
Complaint comments Comments Complaint country United States Complaint category Consumer Electronics
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 9th of Apr, 2010 by    0 Votes

Sears Parts Department - Correct Washer Part Not Sent To Me
United States
Phone: 1-800-469-4663

I am very disappointed with Sears/Parts Dept. I order a part for my washer on March 14, 2010 and it arrived to me 2 weeks later as an Oven Switch. What ? Why was an oven switch sent to me instead of a washer valve? Good question!!! I called Sears and spoke with a Customer Service Representative and explained to her that the wrong part was shipped to me. Well, she replied with "we apologize for the inconvience that this may have cause but we can send out another part to you and charge your card again, then once we receive the oven switch then we will credit your account." What?...are you serious!!! Then she started apologizing again for the mistake and telling me that they could rest out the part too me. I told her that I want them to send me the corret part once they receive the wrong part back. I had been out of a washer for 3 weeks at that time. Now, you will think because of their mistake that they would rush me back out the part quickly! Not, I have been waiting for over 5 weeks now for a simiple washer valve for my washer. I found out tody 4/9/2010 that my account was credited for the amount of the washer part on 4/7/2010 with no indiction from Sears. I received NO phone call or email from Sears stating that they receive the Oven Switch and that they were not sending me back the correct part! I am very "pissed off" that they are very unprofessional about doing business with their customers. I spoke with a "so called" Supervisor today in Arizona that told me that they will not ship out my part because they credited my account and there was nothing they are I could do about but to re-order the part. What? Does any body care about my family and I have been without a washer for 1 month and we waited on Sears to deliver a part (that simple) to my house so we could have a happy home again:( I want everyone to know that SEARS is not the reliable company we once knew years ago as kids. Do not shop at SEARS for anything... especially for parts! They SUCK!!! Oh, the guy told me to write to the corporate office about my complaint. Of course, I will do that as well, but I'm glad I found this site.
 4th of Jun, 2011 by    0 Votes
My wife ordered the part online for half the cost. I found out after the fact.
 5th of Jun, 2011 by    0 Votes
Dear ssmith73:
I read your post here and would like to reach out and assist you. My name is Susan and I am part of the Sears Cares Escalations team. Please accept my apology for the frustration and inconvenience you have endured trying to cancel your part order. We would like to help you.
At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the part was originally purchased under (if different than the contact phone number) and we’ll call you directly. We look forward to hearing from you soon and helping with the issue with your part.

Thank you,

Susan R..
Social Media Moderator
Sears Social Media Support
 25th of Jul, 2011 by    0 Votes
OK here is the answer to Sears Parts - TopApplianceParts.com remember that website - and here is what you will get:

Sears Parts: $79.00 TopApplianceParts ; $ 22
Sears Parts: $77 TopapplianceParts $ 37

see the pattern - same item - big difference in price. TPA = great customer service- ships quickly- No BS!

Sears Parts = Horrible prices- expensive shipping - too much BS !

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