Department Stores, Sears - Appliance replacement parts unable to get replacement part required for side by side refrigerator

Complaints.com ceived the following e-message on May 21, 2001:

From: Email User

: sears appliance parts manager

I tried to order a small part for my side by side frigerator bought in

august of 2000 last week. I needed the small light that goes into the ice

dispenser unit on the door.

I called the 800 parts-4-my home number and talked with a gal for 20 minutes.

She was unable to find the part I needed but suggested another one which may

be the right one. After hanging up I checked thru the book on my appliance

again and found that the part number I had asked for was corct even though

it could not be located by the p I talked with.

At thatpoint I figud the

best bet would be to take my book to an appliance supply sto in Cincinnati

Pearsoll's and get the part myself. I called back a couple minutes later to

cancel the part and was told it could not be cancelled since the order had

alady been placed. My complaint about being talked into ordering the

wrong part was unable to be solved. This p told me they wooould cdit

my account for the actual part but would not be able to cdit the $4.50

shipping charge for it. What horrible customer service, I couldn't get the

part I needed and was unable to cancel the charge to boot. I alize the

ps we foolowing procedus established by Sears and want to complain

about this policy. I am a good customer with Sears, I have bought in the past two years a stove,

frigerator, dishwasher, washer, pair of bifocals and many other tools and

misc products. I usually brag about the good service Sears provides,

especially with their craftsmen tools. I was very surprized at the customer

service with parts though. Dissapointed customer.

Sharon Davies

Newport, Kentucky 41071