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Complaint Details
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Initial Complaint
16/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I ordered a white fridge handle from Part select on Dec 16th, 2023. The package arrived about a week later but it is the wrong handle for our ******* fridge. I want to return the handle for a refund. I paid $142.78 for the handle including shipping. The cost of the handle is $110.67. I have gone through the return process on the website but it has indicated 'processing' for a number of weeks, and does not seem to move beyond this status. I have tried calling their numbers but have not been able to talk to anyone because of 'higher than normal call volume'. I am concerned that the company will not take any action on my refund.
Business response
23/01/2024
We are sorry to hear the item would not work with your unit. We do see you have filed a claim in our self service online. This process can take 7-10 business days. However we do see your refund is being issued today in the amount of $142.78 and you will see back on your credit card in 2-3 business days. Please hold on to the defective item for 30 days and if the warehouse would like the item back they will email you prepaid return labels to return the item.Initial Complaint
10/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Hello, I purchased a refrigerator door basket (item PS11706761) on December 15 2023. Order #23061412. I received the part on December 18 but it was crushed (see attached photo). The box was in perfect condition so it must have been crushed before packaging. It was in a sleeve and the broken part was not obvious until taken out of the sleeve. I immediately sent an e-mail to Customer Support which stated: "I received the basket assembly that I ordered, thank you for the fast shipping. However it arrived severely cracked (see photo). It looks like it was from a crushing force. The box is in pristine condition, so it did not happen during shipping. Please advise as to how I can proceed to receive a replacement part." No response. On Dec 30 I forwarded the e-mail again to Customer Support and added "PLEASE RESPOND" to the subject line. Still no response. I am unable to contact PartSelect customer support via telephone since I only get the automated response, "Due to higher than usual call volumes ...". They are nonresponsive when I click "Customer Service" on the e-mail for my order and I am unable to talk to a human or even leave a message. Please help! Thank you, **** *******Business response
11/01/2024
We are sorry to hear you have received the item damage. We have set up a refund for your order in the amount of $51.27, you will see back on your credit card in 2-3 business days. Please hold on too the damage item for 30 days and if the warehouse would like the item back they will email you prepaid return labels to return the item.Customer response
11/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21114487, and find that this resolution, for refund of the part, is satisfactory to me. However, holding the broke part and box for 30 days is irritating, having supplied a photo (and can send others), but I understand that the warehouse might decide that they need the part for corrective action.I would like to sincerely thank you for the assistance in resolving this issue. Giving the company the benefit of the doubt, it seems that they are overwhelmed and it is hard to say how long resolution would have taken me alone, if it ever would have been resolved.
Best regards
Initial Complaint
31/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This is the review I posted based on my issue: 17/12/2023 Part arrived defective/damaged. Emailed about a return — no response. Filled out the online form for a return — no response. I then received the following response to the review: PartSelect.com Response 19/12/2023 We are sorry to hear the item is defective. We emailed on 12/05/23 for more information to complete the return and refund. If you can please check your spam of junk folders if you have those set up. Once when we have all the information we can complete the refund/return. This response is a lie — I received no email, nor could I have, as my email address was not a part of my review. It was bad enough that they did not respond to multiple requests to return a defective product, but then they lied about having contacted me.Business response
04/01/2024
We are sorry for any issues this may of caused. We do show a number of emails was sent to the email address we have on file. We would need the model number and serial number of the unit itself to complete the refund. I have email you directly for the information. If you can please reply to that email so we can complete your refund.Initial Complaint
21/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I would like help getting the part I ordered back. I purchased a repair part for my refrigerator based on the price and return policy (order#22962028). I tried the part and it was not the problem. I returned the part. Partselect.com said they would not refund me for the part since it had been installed. While I did not notice this in their return policy, I agreed and asked them to return my part to me. I have contacted them four times asking for my part that I paid for. No response.Business response
29/12/2023
We are sorry for any issues this may of caused. Once when an item is return and is installed the warehouse does not return the item. They are discarded this is done so a used item does not get resold. Has a one time refund we can refund you the cost of the item itself in the amount of $60.53. You will see back on your paypal account in 2-3 business days.Customer response
02/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21040198, and find that this resolution is satisfactory to me.Initial Complaint
30/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
The order was placed through PartSelect.com for a drier filter on 11/19/23. The piece arrived and didn't fit our drier and I have been trying to obtain a return label from PartSelect.com for one week now with no response. All I am looking to do is return the part for a refund, however their phone number does not have representatives available and their customer service email has been unresponsive to multiple follow-*** inquiring about the return label. The amount spent including shipping and tax was $100.84.Business response
01/12/2023
We are sorry for any issues this may of caused. We are showing a email was sent on 11/27/23. We have emailed you *** prepaid labels to return the item. Please check any spam or junk folders. You see a refund back on your credit card in 2-3 business days.Initial Complaint
17/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I recently ordered a replacement top panel for my dryer from partselect.com (order 22876398). When I received the part, the box it arrived in had puncture holes that had been taped over and the part inside was damaged. I called the customer service number the same day I received the damaged part (10/13/2023) to report the issue and have a replacement shipped. I was told that I would receive an email instructing me to provide photos of the damage and a refund would be provided. Unfortunately I did not immediately receive an email so I sent an email to the customer service address listed on their website. After not hearing anything for a couple days I called customer service again. I was provided a personal email from the service agent instructing me to provide photos, part number and serial number of the damaged part. I replied with the requested information. Today I received an email from the same service agent telling me that I needed to provide the model number and serial number of the dryer that I bought the part for. I asked why this information would be needed since I did not purchase the dryer from partselect.com. I was told that they cannot process a claim without the dryer model number and serial number. I have not provided this information since it is not something that they need and I believe that they may intend to use it to file a false claim with the manufacturer.Business response
18/10/2023
We are sorry to hear the item arrived damage. When an item is damage in shipping we ask for pictures of the item and the package. The information is then provided to the warehouse to file the claim. In some cases, they require the model number and serial number of the unit to provide the to the manufacture of the item to file a claim. This would not be related to where you may of purchased the unit from or related to any kind of warranty you may have on your unit. This is not used to file any false claims with the manufacturers, in some case they may want the item back. If the item is requested back, we would email prepaid return labels. We ask for the item to be held for 30 days in case they request the item back. We show a claim has been filed and you would see your refund in 3-5 business days.Initial Complaint
11/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed order 22841389 on 9/26/2023, which included two parts for my refrigerator. When I received the shipment on 9/28/2023, one of the items (PS11739091) was not in the package. I sent an E-Mail on 9/28/2023 indicating this, and to this day have never received a response. On 10/2/2023 I called your Customer Service number. The representative (who was quite friendly) told me that a refund would be processed, but that I may have to provide proof that it didn't arrive. He also informed me that I would have to place a new order in order to receiving the missing item (I have not yet done this, as I wanted to receive my refund first). There are several problems here: 1. I have had no further contact from the company regarding my refund. 2. I have not received a refund. 3. It is ridiculous that a customer would have to do MORE work (wait for a refund, then place another order) in order to correct a shipping mistake for which the company was responsible! Because of their lousy support, I want both a refund AND the immediate shipment of the product I never received!Business response
12/10/2023
We are sorry for any issues this may of caused. The refund for the missing has been processed today. You will see back on your paypal account in 2-3 business days. We have also refunded the shipping cost on your order for the inconvenience. You will see a total refund of $50.71. A new order would need to be placed to have another item shipped out.Initial Complaint
11/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered a Cafe Refrigerator Dairy Bin, Right (Part # PS8690742) in order #22736360 on August 23. Unfortunately it arrived damaged and unusable, with a glass door broken (see photo attached). The PartSelect website advertises free returns within 365 days, so I initiated a return via the website in late August, but never heard anything back. As of today, the return status is still showing up as "Processing – No notifications at this time". On September 6, I sent a followup email to PartSelect, but still heard nothing back. Since PartSelect appears to not be honoring their return policy and not responding to any of my attempts at communication, I may have no choice but to issue a chargeback from my credit card. ****Business response
12/09/2023
We are sorry to hear the item arrived damage. To complete this return, we need to file a report with the warehouse. At your convenience, can you please email [email protected] the following information and photographs:- Pictures of the damaged part- Model number (of your appliance)- Serial number (of your appliance)- Condition of shipping box- Pictures of damaged box (if applicable). You can also reply to this message.Once when we have this information we can refund and set up the correct return.Initial Complaint
01/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I ordered 3 shelves for our ** refrigerator and only received 2 of them. I've reached out to parts select 4 times now and the are saying they will refund me, but I have not received a refund or my missing shelf.Business response
06/09/2023
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 do show you have been refunded today in the amount of $70.76 for the missing item. You will see the refund back on your credit card in 2-3 business days.Initial Complaint
25/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered a part for a ** microwave oven Thermostat fuse which was sent and received. I specifically called the company PartSelect.com to ensure I would receive the correct part. I received the wrong part - it does not fit my ** microwave. I took a picture of the part I received and the old part for comparison and emailed the customer service department three times. I have not received any correspondence, email, telephone call from the company, customer service department. The order email shows only that I should email the customer service department to return the wrong part. I also called the customer service department and there was no answer. The part cost $16.97 tax of $1.02 and shipping was $11.45 for a total char** of $29.44. I seek refund of the $29.44.Business response
06/09/2023
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! You can discard the item you have received. You will see a full refund for your order in the amount of $29.44 back on your credit card in 2-3 business days.
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Get a QuoteCustomer Complaints Summary
77 total complaints in the last 3 years.
35 complaints closed in the last 12 months.