ComplaintsforEasy Appliance Parts

• Initial Complaint

  11/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  6/6/24 - ordered one item. Shipping options were 1 day or 2 day Air or Ground. 1 Day Air was selected. (Invoice # 30-004400-0624) Shipping confirmation showed that item was to be shipped by Ground. I contacted customer support within minutes of receiving the confirmation to request the shipping method be changed to my choice of 1 Day Air and was refused. Customer service rep became argumentative and wouldn't offer any solutions. I hung up, immediately called back and spoke with a second CSR who, when given the information, cancelled the first order and issued an emailed confirmation. (Confirmation # 30-04891) Then, a second order was placed by the same CSR with the chosen shipping method I had originally specified. A second shipping confirmation was received by email soon after which also showed the shipping method had been changed, without any notification, to ground. Incidentally, as I am located in Western Canada, the shipment was from Mississauga, Ontario, Canada, which is certainly not outside any air shipping jurisdiction. Additionally, the shipping charge for either option was to be paid by me, the customer, as requested based upon my time requirements. I sent a message through the "contact customer support" portal on the website  which is the online service connected to this business. The responses have been less-than helpful and show little to no concern for my satisfaction. Currently, I am awaiting a credit for $69.20 which is the amount of the cancelled order. According to my tracking information, the item from the second shipment has been slated to arrive at my location tomorrow, June 12. (six days after requesting 1-day shipping)

  

  Business response

  12/06/2024

  
  We are sorry to hear of any issues you may have had. However, we do not locate an order in our data base under your name, email address, phone number or address and the order confirmation number provided . We are easyapplainceparts  We would advise to contact the company you placed the order with to resolve your issue. 

  Customer response

  12/06/2024

   I am rejecting this response because:
  My credit card statement information shows that the company that billed for the related charges is located in the exact same physical location as the business name "Easy Appliance Parts". In addition, the website, "*********" issued a shipping confirmation document (provided) which shows the "***** ***** ***********" collected funds from the sale of this product. The "Remit To: address is also the same as the physical address for "Easy Appliance Parts". This is undoubtedly the same ***** under which "Easy Appliance Parts" operates. 
  

  Since both businesses are involved in selling appliance parts online, it isn't unreasonable to see the connection between the two entities. It, therefore, stands to reason that any officer or Customer Service Manager of "***** ***** ***********" would have the ability to communicate with employees who have access to daily business documents from either online appliance entity. 

  To add to this complaint and refusal to accept the above response, it's plain to see that this business has a low customer approval rating which seems to justify the deflective response and unwillingness to engage in meaningful customer service complaint resolution. 
  

  
  

  

  Business response

  12/06/2024

  We are sorry for any issues this may of caused. We are a web based company that sells parts.  We use a number of different warehouses and companies to ship our items. We do not have access to these companies own orders.  We would advise you contact ********* directly to resolve your issues with your order.  We have located ********* customer service number for you.  1 866 838 5010 Monday to Friday 8am to 6pm est. 

  Customer response

  13/06/2024

   I am rejecting this response because:

  If your system is broken or has a problem with its operation, please fix it yourself or have someone in your employ do so. Do not expect me to do that for you. 

  You may contact me at your earliest convenience once you have issued the credit of $62.50

  *** ********

  [email protected]

  I expect a written confirmation to be sent via email. Once this is received and I see that the proper credit card transaction has transpired, I will consider this issue resolved. 

   

  Thank you. 

  
  

• Initial Complaint

  22/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Regarding Order #: 23412465 I placed my order online for the ** lower cover assembly. The part I received was not the correct part or even the right color. I called customer service April 8th and upon speaking with the agent, it was deemed that the part was sent to me incorrectly and that I indeed had order the correct part based on the part #. The part I received was nothing like the part that was shown on the website as well. The agent advised the next step would be that I would receive an email requesting a photo of the part I had received and then have a refund processed. I received the email for the photo that same evening of April 8th. I in turn took a picture and replied to the email April 8th. On April 11, the response came back advising me that they were not able to open the file as it was in the correct format and to ensured it was in JPG. Again took a photo and ensured it was in JPG format on the same day, April 11. Again on the 13th of April, same email, saying they were not able to open the file, even though it is being sent in the preferred format of JPG. Once again I sent the photo, JPG format. I called Friday April 19th to see the status of the refund, and the customer service agent was not able to help me and advised me they sent an email to the warehouse. On April 20th, again , I received the same email claiming that the file could not be opened. The file is absolutely in the correct format as it has been sent 3 times in the correct format.

  

  Business response

  22/04/2024

  We would like to apologize for any inconvenience this may of caused. Our warehouse was having troubles opening the document.  We show now they have been able to open the file and submit the claim.  You should see your refund back on your credit card in 2-3 business days. 

  Customer response

  25/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21608319, and find that this resolution is satisfactory to me.

• Initial Complaint

  22/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased 3 burner tops for my range. The parts arrived and one of the did not fit (defective). I called the company and asked to return the defective part and receive a replacement part. The company was very cooperative in accepting my return and sending me a replacement part however they charged me for both returning the part and shipping the replacement. On their website they claim to have an A+ rating from BBB since 2006

  

  Business response

  22/04/2024

  We are sorry for any issues this may of caused. On your first order you are being refunded for the item and the shipping in the amount of $39.06 which will show on your credit card in 2-3 business days. Your second order was total of $32.44 which is the cost of the item and shipping.  The cost of the item has dropped in price. The cost of the item is now $21.67  and was $27.72  which is a difference of $6.05. I have also checked the other items on your order. The medium burner cap was  $25.38  and now is $23.05 and the small burner cap is now $8.39 was  $8.98. For a price difference of $2.92 so you will also see a refund for $2.92 on your first order. For a total refund of $41.98.

• Initial Complaint

  19/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a pantry door for my fridge on March 24, 2024 as part of a larger order. It was not delivered along with the other part ordered. I contacted the company by phone on March 26, 2024, informing them of the issue. I was told that I would receive a refund on the credit card I used to order the part. A week went by and no refund appeared on my credit card account. I contacted the company again and was told it would take 5-8 business days to process the refund and since Friday March 31 was Good Friday and not a business day, it would take a little longer to process. I have sent an e-mail to the company, which was ignored and called the company again this week, and was told by the agent that she would forward it to accounting. Nothing has happened and I am getting nervous that I am getting the runaround from Easyparts.

  

  Business response

  22/04/2024

  We would like to apologize for the delay in refunding for the missing item. The information was set to our warehouse to advise of the missing item. We show the refund is being processed today and can take 2-3 business days to show on your credit card in the amount of $179.95.

  Customer response

  23/04/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21597847, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid $60 for a repair kit for my dryer, including rollers, a pulley, washers, a a belt. I was assured these parts fit my dryer. The belt did not. I called customer service, and after a lengthy hold due to discussion with management, I was told that the correct belt would cost an additional $43. I explained that I had already paid for a belt that, due to their error, was the wrong size. They said that they could do a refund if I returned every piece of the kit they had sent, but I had to break off some of the old pieces to put on the new, and they don't have a kit with my size belt. I offered to return the belt they had sent, but no, that would not do. I want the correct belt, and I have already paid for it!

  

  Business response

  04/03/2024

  With the dryer repair kits unfortunately, sometimes one of the items in the kit maybe different depending on your model due too the repair kits work with a number of different model numbers. The kits contain of the five most commonly replaced dryer parts. Yes, in order to be refunded for the full kit all the items would need to be returned. However, since you where able to use most of the items in the kit we can offer to refund half of the cost of the kit which would be $22.75, and we can also refund the shipping cost on your order of $11.45 for a total refund with tax $36.25. Which you will see back on your credit card in 2-3 business days. The correct belt for your unit is part number EAP11746374 for $43.10 if you choose the same shipping again of 2-3 business days for $11.45 your total with tax would be $57.82. 

  Customer response

  04/03/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21377074, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1-7-24 I purchased a Compressor Overload and Relay Kit from easyapplianceparts.com and my credit card was charged $69..95 for the kit and shipping. The order # was 12002782. When the kit arrived it was missing two parts. The company does not answer phone calls for customer service. You get a message stating they do not have the personnel to answer phone calls. After trying for days I called a different number which was one to make purchases. The woman who answered said they that I could purchase it again and they would mail me a label to mail back the original order and when they received it they would credit my card. I was hesitant but really needed this part so I gave her my # .and a second $69.95 was charged to me. They did mail us a replacement kit but will not give me credit for the original $69.95 I paid. I emailed them the information they wanted but they now will not respond to emails and will not answer their phone.

  

  Business response

  13/02/2024

  We are sorry for any issues this may of caused. You will see a refund for your order 23132711 back on your credit card in 2-3 business days. Please hold on to the items for 30 days and if the warehouse would like the items back they will email you prepaid return labels. After 30 days if you do not receive return labels you can discard the items. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased online. They say its in stock They promised next day shipment. 3 weeks later no product, not communication, no update on website, no way to speak to anyone. They took the money. They overcharged, They deliver nothing. This seems to be a fraudulent organization. I need the product ... Ridiculous

  

  Business response

  05/02/2024

  We are sorry for any issues this may have caused. When fulfilling the order there was an inventory discrepancy and the item went to a temporary backorder status. We had to place an order with the manufacturer,. Currently we have received the items from the manufacturer and you order should ship with in the next 2 business days. Once when the items ship out to you will receive an automated email with the tracking details. We will also issue a one time refund on your shipping once when the order ships in the amount of $9.99 for the inconvenience.

  Customer response

  06/02/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21244283, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wrong parts sent. Order number 22832632. Sent 2emails and called (recording said something like we don't have enough staff to talk to you, email us.) 1 week later, still no response.

  

  Business response

  13/10/2023

  We are sorry for the delay in responding. We are experiencing higher than usual email and call volumes and are working to respond to all of our inquiries as quickly as possible! We are sorry to hear the items are incorrect. If you can please advise the issue with the items and we can set up the correct return and refund. 

• Initial Complaint

  27/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a part on 7/30 and I still have not received the items. I called and received no response from seller.

  

  Business response

  06/09/2023

  We are sorry for any issues this may of caused. Checking on your order the connector ordered was not a stocked item. We had to place an order with the manufacturer they are taking longer then our estimated 15 business days. We have cancelled your order and you will see a refund back on your credit card in 2-3 business days in the amount of $35.81.

  Customer response

  06/09/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20529662, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ordered a door bin for my Frigidaire. Order was place and confirmation was sent July 28, advising that I could cancel up to 8:41 the same evening. I was issued an order # ending with 54300. It stated Purolator shipping time would be 3-5 days. So far no shipping/tracking# was provided. I have call repeatedly and always get the same message " due to call volume" we do not have an agent available - regardless of the time of day I called. I sent an email. Hoping to to get this resolved asap.

*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. ↩