Sears Parts Direct

Their phone numbers are now automated taking you to the website, where you can chat. However, it has been a month and I keep getting the same runaround.

Wait 1 to 3 business days, you will receive an email with a return label. However, that has not happened.
I have been on chat 2 to 3 times a week since Dec 9.

The order was on back order from August 18 to Nov 29 when it finally shipped, exceeding their return policy of 60 days from the date of order.
I have filed with the Illinois Consumer office since the owner of this company is Transformco and is located in Illinois. I have sent letters requesting assistance, emails, this last I did receive an auto reply, because of the holiday no one is available.
DO NOT ORDER unless you check to ensure it is in stock, something I failed to do.
No results next week, I will file a chargeback with my credit card company, hoping that because it is past the 60 days I can still get a charge back.

Hello,

I want to bring to your attention that the Thomas family appears to have two accounts associated with the same address: one under John Thomas and the other under Theodosia Thomas. On April 8, 2026, I received two packages, each containing a Kenmore Refrigerator Water Filter 9690. One package was labeled for Theodosia Thomas (order number R154708), and the other for John Thomas (order number R155955). To prevent duplicate orders in the future, please assign the account to Theodosia Thomas using subscription number 861852****. I plan to keep both deliveries received on April 8, 2026, and would like the next refrigerator filter delivery to be scheduled for April 2027. Please confirm that these accounts have been updated correctly. Thank you!

Best regards,

Theodosia Thomas

2152 Cedar Tree Lane

Waldorf, MD 20601

Hi,

My order # W895181 is and my ZIP is 75093. Order details: DE81-1****A BAKE GLASS, Price: $332.84.

When I ordered the item and even today, the website says that the part is in stock. Because it was in stock, I paid the additional $100 (50% more than other sites) for glass as I desperately need the part.

I received an email update that now says the part is backordered! Since I had tried to order the same part from another more reputable site, which showed the part as backordered, but later followed up to say they could not guarantee the part would ever come in. So, when I say that Sears Parts Direct had the part in stock, I was desperate enough that I paid 50% more for the same part.

Now, it's unclear to me whether you will get the part, especially since other sites show backorder with no delivery guarantee.

It feels very dishonest on your part.

It would be great to hear if the part has actually shipped from the factory to Sears and soon will be shipped to me. Otherwise, it feels dishonest to take my money and not deliver a product.

What can be done to solve this delivery issue?

Regards,

Bill Santini

972.948.7639

An order for a replacement part was placed through Sears Parts Direct on 10/17/25 with a promised delivery date of 10/27/25. This was recommended by a local appliance repairman.

As of today, Nov. 17, the order status continues to state in process. I have contacted the Sears Parts Direct website via chat weekly and have received no delivery, no status change, nor email follow-ups despite multiple chat promises. The part remains unavailable due to internal issues by the manufacturer, according to the chat agent.

The order was canceled through live agent chat on Nov. 7 with a promised 1-3 days timeframe for back-end team work on that date as well as multiple times with no follow-up. A telephone call simply refers to the website, which offers chat, then no resulting follow-up. Only by contacting Sears Parts Direct through this website did I receive an email and a subsequent refund the same day.

This experience is very disappointing, as Sears was a highly regarded retailer by my parents and grandparents.

My first credit card was issued by Sears. I am very sad to have lost confidence in them and their lack of customer service.

Ordered ~Dec 24, 2025. Last updated delivery date came and went.

Nothing. Tried multiple times to call only got AI Bots. Finally got to talk to someone in mid-Jan. They said I had until 24 hours for refund.

In other, words gone before I knew about it. Bot said they could not provide a refund until I received the part and then returned it. I told them I can't wait that long, maybe that was the plan...run me out of the 60-day return time. They said they would try to get a refund though.

Heard nothing. Finally bought the part from a reputable dealer. Called back last week and went through the Bot Army. After multiple connects with AI Bots, got through to another human.

She repeated the same exact words. I said enough, and turned it oDon' Use