Eric G.

I needed a small timer knob for a 32-year old Whirlpool wall oven. This business actually had it, new and OEM. There was a full parts diagram for the oven so I could make sure it was the right part. Was shipped in under 24 hours after I placed the order. Shipping was kind of glacial - one week to go 270 miles, but that was more due to FedEx. Packaging was appropriate, and the part is now installed (no instructions were necessary). Positive all around.
One exception: shipping charge of $11 was high, given the slow shipping. So I knocked off a star. But I would probably buy from them again. I guess it does cost a lot to maintain a big inventory of obsolete parts.

This has been a real saga, all for a little $12 knob that I needed for a Whirlpool oven. Their web site said it was in stock and had the best price and fastest delivery, which professional parts stores need to do since most parts are needed pronto. The site claimed it would be delivered 2 days later. So I ordered. Since then: nothing but frustration. They didn't even process the order until 2 days later. Over the next week the order status on their order page changed 5 times: from Ordered, to Incomplete, to Back ordered, to Cancelled (by them, not by me), to Pending (after I saw cancelled and had called to find out how to get a refund), and finally back to Cancelled. The only e-mail I got was to tell me it was back ordered with a sad sack story of global supply chain problems. Their web site effectively says don't bother calling, our c. S. people don't know anything about order fulfillment. But I did make 5 calls anyway, on all but one I needed to leave a call back (once they never did). Did I mention that throughout the entire time their web site said the item was 'in stock'. Three of the calls involved getting my money back; 10 days after being cancelled still hasn't happened, though they didn't hesitate to charge my card immediately when I ordered; a lot of places only charge when they actually ship).
Refund Call #1 of 3: the woman tried to sell me something else, then convince me to wait (although the web site said "cancelled"), but did say she would process the refund. One week passed, nothing happened (I checked my charge card account daily). Call #2: the guy was helpful, looked up my account, said no refund request had been submitted, he would do it. Two days later I did indeed get an e-mail saying a refund had been processed - for $5.12 less than they had charged me. Which led to call #3: the refund (for one little $12 knob) had been broken into 3 separate "accounts" (one was believe it or not just 27 cents!), though I got no notice of that nor is it shown on my order account. At least the total is $16.90, what I paid. Ok... two days later: still not back on my charge.
Bottom line: Sears PartsDirect is an outstanding model of how NOT to run a parts business. The web site lied about stock and delivery date, they collected my money before even processing the order fulfillment, you need the patience of Job to deal with customer service (which appears to have been outsourced), and then fight to get a refund.
Final note: The item was in stock at a competitor (there are many), it shipped the next day, though shipping has been excruciatingly slow (more due to FedEx). I'll review them if the part ever arrives. End of saga for a tiny $12 knob. [I blacked out a few personally identifying words on my proof of purchase to preserve my anonymity.] UPDATE 2/25: Refund finally received, posted to my charge card so I know it is genuine. So I'll give 'em credit for doing one thing right, though not easily or quickly.