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.

Order battery Order #960004 Part # 424010 on 5/11/2010. Wanted to cancel 30 minutes later and was told I could not cancel. the computer wouldn't not allow. I was told to call back after receiving the package to obtain and
Return Authoriation. Called 5/16/2010 to obtain Return authorization and we were given the address
for returning but no authorization number. Called again the same day and we were told a Return authorization would be emailed to us within 30 minutes. DID NOT RECEIVE! Called again on 5/17/2010 and we were told it would take, at least, 24 hours to receive a Return Authorization by email. STILL HAVE NOT RECEIVED. We were also told it would cost us $5.93 for return postage BECAUSE YOU COULD NOT CANCEL 30 MINUTES AFTER PLACING THE ORDER.
This is 5/18/2010 and we still do not have a RETURN AUTHORIZATION. We spoke to Maddi, Lanita, Kelsey, then Colandra except when we tried to call the same person, no one knew them. We just purchased today a new Garage Door Opener and would have purchsed again from Sears but after this CUSTOMER SERVICE. I DO NOT INTEND TO PURCHASE FROM THEM AGAIN. ADDITIONAL INFO. ON PKG. 78673007 12 DEPT. 98 DIV. 098 SUB DIV. 071 STORE NO. 7701 ORDER NUMBER E960004 CUST ORDER. CAUDI

Sears and UPS, or Why American Consumers Hate Corporations
So just over two years ago i bought a Sears Kenmore Elite Oasis Top Loading HE Washer and matching Dryer.
The warranty expired November 2010. The door lock mechanism on the washer stopped working December 2010.
I didn't even bother trying.
So i start looking online and see it's a common problem that i'm pretty sure my mechanical genius boyfriend will be able to fix if i get the right parts.
So i figure why not go to the source and i find Sears Parts Direct online. Clearly stated Sears affiliation, i can use my Sears Card, backed up by Sears Guarantees blah blah blah.
So using the online chat feature on the site (and generally speaking, i Love this feature of the internet) we manage to quickly track down the part i need and lickety split i give up my info and they process my order.
Great, right?
Except during the conversation they twice tried to get me to sign up for some other bs, a home inspection and i don't even remember, let's say a magazine subscription. I was starting to feel a bit hucksterized, so immediately checked the confirmation and, uhoh, wrong shipping address. 7358, instead of 7258.
Soooooooo, i INSTANTLY say in my convenient online chat window, hey it's the wrong address. Oh i'm sorry, it can't be changed once it is electronically generated. I was transferred up the ladder twice to no avail. We can do nothing for you, when (and if) the package is returned, we will issue a credit at that time, minus shipping of course. They also would happily right away order another part for me if i wished. They offered me the 1-800-UPS number and tried to blow me off.
I would like to mention here, that 7358 does not actually exist, even. That address falls somewhere mid-Nabisco factory, as i live next door to the largest functioning bakery in the world.
So i already know from past experience that i am not going to be able to get UPS to change anything.
So while i'm dickering with the online Sears Parts Direct chat box i am also dialing Sears Card itself to complain.
They are friendlier, and in fact tell me they are calliing Sears Parts Direct on my behalf, but alas they can't really do anything either. I get transferred up twice again and finally land with the hope-giving Mari.
Mari immediately recognizes the situation and though she sounds about 14 has clearly dealt with this before and is prepared. Here is what we're gonna do, she says. You're gonna call me back Thursday. You and i are going to act like you just tracked the package and saw the wrong address. They won't change it for you, and they won't change it for me, but for both of us, they should. She gives the direct number for her department and tells me she's made explicit notes so even if it's not her it should be fine. Thank You, Mari!
So i call. The guy knows exactly what i'm talking about. Great, right? We call UPS together where i note he represents himself as a Sears Parts Direct employee, uh-huh... thought i didn't catch that, didya Sears? So anyway, the UPS gal says, Tom are you aware of the type of contract your company has with us? He is aware. But we are just trying to make a small correction he implores, I thought you could call the driver, you have done so in the past. She says the rules don't allow it. So he queries, when people have done this for me in the past, they are circumventing the rules? Yes, she says. She says she cannot do it for this level of service... meaning either or both, i'm not sure, that because of the "level" of contract Sears/Sears Parts Direct has with UPS and/or the fact, i'm assuming, that my package is shipped "Standard", as i heard her mention, well if it was "Overnight" or "Premium Service"... in other words they COULD call the driver, who is literally out with my package as we are speaking on the phone... But either Sears, or myself, or both of us, didn't spend enough money with UPS, so they won't call, even though they could call, and even though said call, i have to believe, would save UPS money in the administrative long run.
So the UPS gal assures Tom and I that the package will be available for pick up at the local station for 5 days, which not surprisingly, i have been there before, and it's fairly convenient, and so i'm fine with this option, because really, what is my option? I thank Tom for his help and he clicks off. The UPS gal gives me the info i need to pick up my package tomorrow, which btw includes yet another phone call to UPS as early as possible in their 24 hour day 'morning' to beg them to hold my package.
We hang up on a friendly enough note.
30 seconds later I watch in complete futility as the UPS truck zips to the end of my block, pausing for a moment, i know, as he realizes there is no 7300 block, and turns away.
This is why American Consumers hate Corporations.

Called the 800 number for a part. They sent me to a store in Albany NY, 40 miles from my home. The store was no longer in business. Called back and was promised a $25 gift card for my trouble. Never received it, can't even get the idiots at Sears to admit that this even happened. NEVER USE SEARS FOR ANYTHING, THEY ARE IDIOTS!!!

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.