ComplaintsforReliable Parts Ltd.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Recently i had purchased a part for a gas stove for a customer, and installed said part only to find it to be defective, i have contacted reliable parts and they have said i need to contact ******* for compensation for the installation. I contacted ******* and they told me I had to contact Reliable parts for any issues. So both companies are placing blame on the other and I am not sure how to move forward with the issue.

• Initial Complaint

  15/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Date of transaction: May 31, 2023 & Oct 23, 2023. Amount Paid: $25.92 CAD Expectation: Replacement part for ******* Cooler Handle Latch, under warranty department. Nature of dispute: Oct 17, 2023 Inquired about latch via email, CLEAR description and pictures included in email request for a new latch. They sent me the wrong part. They sent me a black handle, NOT the latch which is the piece we require. Emails regarding a replacement or refund start. Oct 18, 2023 Reliable parts replied: "Hello *******, We can process your warranty claim and place a replacement part with the shipping cost. Please call us as we need your credit card information to process two transactions. Thank you. Kind Regards, Teoddie ********" Oct 22, 2023 - I called, left Credit Card number for transaction. OCt 23, 2023 - Transaction processed. Oct 23, 2023 - Message from Reliable Parts: "Warranty Credit Order # ******* $11.29 – please check your bank in 2 to 3 business days. Please scrap the defective item. Replacement Sales Order # ******* $25.95 – for the part and shipping cost. You’ll receive an email from ****** **** with the tracking information once the part is shipped out." Oct 29, 2023 - My message to Reliable parts: "Hello. Received the package, however, it is not the part as pictured in my previous emails. Please see the picture of the black handle attached, with no silver lever. The silver lever/latch that is pictured in 2 pieces is the piece I need, not the black handle. Please advise Thanks ********" Nov 11, 2023 - STILL no reply to Oct 29, 2023 email. Nov 12, I called to the store. Matthew, one of their employees answered me. Nov 13, 2023. I email. Stating I called, and Spke to Matthew. Nov 19, 2023, Nov 26, 2023, Dec 7, 2023, Dec 14, 2023 - I email Reliable parts again. No reply to any previous emails or call.

• Initial Complaint

  22/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sept 2, 2022 - Contacted company to inquire about product from their online site, was told they had 1 left and would be out of stock after that. Placed order online but didn’t get shipping or order confirmation. Sept 9. 2022 - Contacted company twice to let them know I placed order but didn’t get confirmation. Didn’t get a response. March 7, 2022 - Company put through charge for this item on to my cc and shipped it March 20, 2022 - In touch with company customer service and no resolution March 11, 2022 - In touch with Vicki N***** in accounting. Explained I am not currently at that address and didn’t expect them to ship and charge me after over 6 months of no communication about the item. She was supposed to contact the person who is living there and get it picked up. March 21, 2020 - still no follow up and the email I sent today said she won’t be back in office until end of March.

  Business response

  24/03/2022

  Good Afternoon,

  We are not sure why this sale took so long to reach the customer and we apologize for that; this is not typical of the customer service level we provide to our customers.

  The part has been shipped and delivered to the address when the part was ordered, unfortunately the customer is no longer at that address. We would like to offer two solutions for the customer.

  The first being we could ship another order free of charge, we currently have stock in Coquitlam, delivery would be 1-2 days.

  The other option is that we issue the customer a credit. Please advise what the customer would like us to do.

  Thank you and we look forward to hearing from you.

   

  Best wishes,

   

  Toni

  
  Toni F*******
  Executive Assistant
  The House Of A Million Parts
  www.ReliableParts.ca
  85 North Bend Street, Coquitlam, BC V3K 6N1
  Direct: ***** ******** * Toll Free: 1-800-663-6060
  

   

  Customer response

  25/03/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  I do not currently live in Canada so product or a credit does me know good. I am requesting help to refund this transaction. Thank you 
  
  Sincerely,
  
  **** ****** ***

  Business response

  25/03/2022

  Tell us why

   

  We can definitely credit the customer's credit card in full.  We would need the customer's information, name, address. City, State, Country zip code, phone number plus the credit card number, expiry date and the three digit code on the back of the card. They can also contact the Director of the Call Centre Dan B******* 604 944 5330 directly to provide this information.

  We are not sure what more we can offer to this customer.

   

  Thank you

   

  Toni

  Customer response

  25/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I cannot currently make phone calls from where I am so here is the information provided 

  **** ****** **** *** ********* **** ******* ** ****** ******* ************** *** ********** **** **** **** **** *** ***** **** ***  **********
  
  **** ****** ***

• Initial Complaint

  11/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a stove switch on Nov 26, 2021. I was told tge part would take 4 to 6 weeks to arrive at their abbotsford location to save on shipping costs to my house. I waited the 6 weeks and upin calling claimed they could not find anything tied to my name or phone number. I said can you search for my credit card charge to which they found the charge to my card. It was in someone elses name for something completely different then what I ordered. They then went on to say it was a split payment which it was not as whomever took my order must have applied my payment to another persons order. I spoke with Joan in their accounting department to which she claimed she has no problem issuing the refund except the order was shipped to someone else in Cranbrook with a completely different name for a completely different set of items. A transmission belt and a bracket. I then told them I would like a refund as they have clearly messed up and want to talk to a manager. I was not given the chance to speak to a manager nor was a refund processed *** ***** ************. I placed a complaint with my credit card company as well and disputed their charge as they are still refusing me a refund. Even though they realize the person and the parts which were ordered are in no relation to me or even remotely close to where I live.

  Business response

  12/01/2022

  Hi *****

   

  It appears that the agent had two orders on the go and put this customers’ credit card on the other order by mistake. The customer has been refunded $88.61.

   

  I hope this is to the customer and to your satisfaction.  I look forward to hearing back from you.

   

  Best wishes,

   

  Toni 

  Customer response

  12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. With the understanding that I was accused of making a false claim and that I needed to consistently state this was their lack of responsibility not mine.
  
  Sincerely,
  
  ******* ** *******

• Initial Complaint

  29/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased washer pump online on reliable parts website on October 16, 2021 paid 180.97 Its been 10 weeks and no delivery yet. On website and in order it said : "Due To The Corona Virus, There May Be Delays In Receiving Your Order As ****** **** And Our Other Carriers Are Not Able To Meet Normal Delivery Times" . I contacted company various time but no reasonable response yet, all they that part is in back order.

  Business response

  03/01/2022

  Unfortunately throughout COVID this supplier has had difficulties suppling parts to parts distributors throughout North America. ********* still does not have inventory and there is no ETA at this time when they will have stock. We already have 423 of these pumps on order and 161 of those are already on backorder for customers.

  We have reached out to the customer and we will be shipping a non- genuine pump free of charge today.  The customer still wants to keep his original order of the genuine ********* pump on backorder.  Once the backordered part is available we ship it immediately.

   

  Thank you.

  
  Toni 

  Customer response

  06/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩