ComplaintsforOriginal Parts Giant, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a defective product and they refuse to replace it. I cannot send out the defective product until I receive the new product. They are giving me the run around. I explained that the parts are car rotors. They are refusing at all costs and very unprofessional

  Business response

  05/02/2024

  Dear customer, your RMA VG15453057 was opened on 3/13 stating your item is defective. We requested your VIN on 3/13 and provided you our warranty process on 3/14 "To process your warranty claim Visit your local dealer's service department to confirm the defect in a written diagnostic report. Please send the diagnostic report to [email protected]. Then we will issue an RMA to return the item for replacement." We received the diagnostic report and got approval on 4/17. On 4/17 we sent you a shipping label and everything needed to return your defective item. As emailed to you, Your replacement order will be processed once the return tracking shows in transit. Please note that delays in returning your items back will result in a delay in issuing your replacement. Additional information pertaining to the Return Policy can be found at ******************************************************* At this time you have yet to return the defective item, as shown per the label provided 776003463259 you still have the part. If the item is not returned a replacement can not be processed. Please return the defective item using our free shipping label to proceed with your RMA. 

  
  

  Customer response

  05/02/2024

  No business shall expect the consumer to send out a warranty part when that part is needed to make the vehicle operable. I have to go to work, take sick kids to doctor appointment. The ask is ridiculous. I cannot have my vehicle in a shop with no rotors while I wait for the product to arrive to your office and wait for a new one to be shipped. This is not a small product where I can ship out and still use my vehicle. I feel like this “warranty” they offer is a scam.

  its a simple ask. Send out the warranty replacement. I will have a mechanic install them immediately and I will ship out the defective set.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with this company on 7/12/23. I clearly entered and it clearly shows on my receipt that the shipping address is ** *** **** ******** ** ****** Yet the items purchased were sent to a Midpines, CA address. I have tried to resolve this issue with this company, entered an RMA and spoke with their manager and they keep stating that's the address I entered when I clearly shows on my receipt from them the PO BOX address. They keep saying go to the post office in midpines. How am I going to do that, 1. I am presently in Oregon, and 2. I don't have a Midpines address so how can I pickup an item for an address where I don't live and have no tag to show them in order for them to give the package?.

  Business response

  07/27/2023

  Dear customer, your RMA CF96414984 was opened on 7/21 stating your package was sent to the wrong address. We informed you that the package is being sent to the address on file, **** ***** ** ******** ********** *****. Based off your tracking number **********************, "Delivery Attempt: Action Needed Reminder to Schedule Redelivery of your item before August 4, 2023" You called on 7/26 and a returns manager informed you to reach out to USPS as they are waiting for you to schedule a redelivery. They also confirmed the address we had on file, which is not the PO box you mentioned. Please contact USPS to have your order delivered, otherwise it will be returned to sender on August 5th. As stated on your tracking page, "You may arrange redelivery by using the Schedule a Redelivery feature on this page or may pick up the item at the Post Office indicated on the notice.", USPS guides you on what to do next. Please contact them for further assistance. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 4 rear cargo door hinges for my Ram Promaster City van on 6/19/23 Order# CC76307782 Half of my order (2 upper hinges) was delivered to me via USPS on 6/22/23 I assumed the rest of my order would show up next day so I didn’t think twice about tossing the packaging and shipping label. A couple days later I opened an “rma” with them but they refused to do ANYTHING at all for me unless I could send them a picture of the packaging and shipping label (which had been trashed days before). I just want my 2 missing lower cargo door hinges.

  Business response

  07/12/2023

  Dear customer your RMA was opened on 6/26 stating you are missing half of your order. We requested images of what was received and how your package was received. Our shipping team confirmed and documented that they shipped your order complete, which is why we need images from you to move forward. You called on 7/11 twice and stated you will not be providing the requested images. Unfortunately without the photos we are unable to move forward, as we verified that your order did ship complete. Please see our return policy attached, ****************************************************************

  Business response

  07/24/2023

  Dear customer, unfortunately we need images of all the packaging and labels in order to proceed. Please send all images to [email protected], thank you. 

  Customer response

  08/17/2023

  I do not accept this companies response and lack of resolution to this simple issue. I will never again do business with them and will make it know on all social media platforms to avoid spending anything with this completely unprofessional place.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered part E7TZ17260D, (5/4/2023) received package (5/6/2023) sealed with box tape, not factory sealed, with part E9TA17262DA. Wrong part & an open box. After many emails, (beginning with a call 5/10/2023) seller claims because I opened the package it's ineligible for return/refund/exchange. I originally was just hoping to get the correct part from them and ship the wrong part back, but it's obvious to me now that they are not trying to do the right thing here. At this point, I just want them to refund me and pay the return to ship the part back. I genuinely do not understand how these guys continue to do business.

  Business response

  06/15/2023

  Dear customer, your RMA CF18409651 was opened on 5/10 stating the part ordered does not fit your vehicle. We requested photos on 5/11 and confirmed that the correct part was received as ordered. Unfortunately you were denied for return on 5/17 due to your package being opened. As stated on our return policy located on our website, any open or unsealed items are ineligible for return. The correct part was received but may not have fit your vehicle as you did not use your VIN at the time of choosing. Without using a VIN you will not get an exact fitment. This RMA has been denied. Thank you. Please see our return policy attached, **************************************************************

  Business response

  07/13/2023

  Dear customer, your RMA has been completed. Thank you.

  Customer response

  07/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20188561, but would like to note that without PayPal's involvement this issue would have remained unresolved.  PayPal really deserves the credit for resolution here. 
  

  Regards,
  
  Jenny Adams
  
   

  
  

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 3rd row floor liner for my Tahoe. The part I received was the 2nd row floor liner, which I already had as it came with the car. Contacted them to return because I received the wrong part. The RMA guy marked it down part no longer needed and was told I had to pay for return shipping and 20% restocking fee. Was told to send pictures, which I did. The box it came with was mislabeled as it had a cutout of another cardboard box taped on it with the correct part number I ordered which corresponded to the 3rd row floor liner. Clearly an error on their part. Mistakes happen. I get it. Ive spoken to Diana and Melissa and another guy who said the issue is they are waiting to hear from the dealer (dont know who this is) who sent me the part. Been almost 2 weeks and I have been told it would be resolved by the end of the day each time Ive called and I have received nothing. Not one person has even offered to send me the correct part I ordered. I just want a refund at this point and for them to own their mistake. Ive sent plenty of pictures to show them this is just an error on their part. It shouldnt be this difficult. Apparently they dont care.

  Business response

  06/05/2023

  Dear customer, your RMA was opened on 5/25/23 stating you received the wrong parts. We requested photos on 5/26 and confirmed that the correct part was received. You called the same day to request a second review. We are now in the process of confirming with our dealer if the wrong part was received, we have provided you updates along the way. We are still working on your request and will update you soon via email. Thank you.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a catalytic converter 5/10/2023 for the amount of $2523.47 refused the item on 5/16/2023 because it was not what I ordered totally the wrong part. Called on 5/16/2023 explaining I refused the order being the wrong part they acknowledged and they sent me an email stating an RMA agent will contact me in 24-48 hours. They never contacted me so I called them on 5/16/2023 to ask the status of my refund. They said I have to wait 5 days before they can process the return after the receive it. I was refunded $1851.62 on 5/29/2023 and they charged me $460 restocking fee and $208.94 for shipping. Their return policy is not the same as their sales policy they fail to mention upfront when you refuse a shipment so you can't get a full refund. They will not give out information to escalate a customer complaint it's only handled by the RMA department all they do is process material, and you are not able to raise the compliant to anyone. Their website is no better all they do is send you to customer service and the circle of phone calls to the RMA department starts all over. I see many other complaints about the company after the fact.

  Business response

  05/31/2023

  Dear customer, your RMA was opened on 5/17/23 for the package being returned to sender due to you refusing it. The refund was issued on 5/23/23 but was declined as a chargeback was opened. You called three times on 5/30/23 and spoke to 3 managers, wanted a full refund on a package you refused. They all confirmed with you that the process was done incorrectly. As stated on our return policy, a 20% restocking fee may be applicable to all returned parts. You indicated after you refused the package that the part was wrong. We request that the customer contacts us if there is any issues with their package. As stated on our return policy, if you would have contacted us, we need photos of the part received to show that the wrong part was sent in order to assist you further. As the part was refused, we must proceed as a regular return to sender meaning a 20% restocking fee will be applied. You received the refund on 5/29/23, your RMA has been complete. Thank you. 

  Customer response

  05/31/2023

  I contacted you the same day I refused the package because it was incorrect as you can see in the attached email an RMA ticket was issued. I'm not responsible if your staff failed to inform me of your refusal policy.

  Also, if you performed a proper evaluation of the returned package, you would know it was the wrong part for the part number that was ordered regardless of your policies you should honor your mistakes. I would like to see a complete evaluation of the returned package process and how you determined it was the correct part number ordered. I would also like to speak with someone with authority above the RMA personnel who can make alternating decisions. I believe you're harming your company for not allowing customers the right to speak and be heard about the issues you have caused. I have read a lot of complaints about your company some very similar to mine and your website is also misleading with fabricated reviews and I as a customer am unable to write one in. 

  I'm only asking for GMpartsgiant.com to do the right thing and give me a full refund. I was also being charged $210 for shipping and handling for 2-foot piece of pipe now that's another indicator of the wrong part.

  Business response

  06/01/2023

  Dear customer, unfortunately since you contacted us after you refused the package it is now considered a regular return to sender. All of this information will be found on our return policy located on our website for all customers to see. You have been refunded for this return, thank you. Please read our return policy attached, **********************************************************

  Customer response

  06/05/2023

  A refusal is acknowledgment that the item you shipped is incorrect and should be treated as an RMA full refund. You are the only company I've Delta with that does not accept this process. As many others have said your company is a fraud taking advantage of hard working people. Hopefully we can get the word out so ou don't scam anyone else.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered part #191816430 from gmpartsgiant, their website verified a match, it didn't fit, costing me $210.54 including $13.56 for the return via UPS. Please see the 5 attachments for pertinent information. Thank you, Paul Bates

  Business response

  05/16/2023

  Dear customer, your RMA was opened on 3/24 stating you received the wrong part. We requested photos on 3/24. You returned the part without authorization on 3/27 and provided us your tracking information. We did not approve this return, you took it upon yourself to return the part and pay for your own label. You are now responsible for the label cost. Please note that since this return was not approved, we can not guarantee that it will be approved in the inspection process. We will reach out to our dealer to confirm that the return was received, inspected, and approved, our returns department will contact you via email shortly. 

  Customer response

  07/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20061989, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Paul Bates
  
    I understand what the business reps are saying. Everyone should keep in mind that if anyone goes to their website, enter my vehicle info ESPECIALLY THE VIN #, that was suggested on the webpage, the specific part # is approved for my vehicle. I've managed retail stores for 4 decades & successfully owned, operate & sold @ 100% gain, a delivery bread route in northeast TN. It won't take much to approve my return. Just takes an individual to be accountable for the company's error & follow up to review this part application & others.
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted an agent for ******************* to order a front left window motor/control for my 2018 Chrysler Pacifica minivan. I gave my agent the description of the vehicle and the for which the device was needed. He confirmed my information and then ordered an incorrect part. That was on April 18th. I had the defective motor there to use as a reference. I requested overnight delivery and pais an extremely high price for that. On Friday, April 21 the seller sent me a message that the part has been shipped. They lied. It was never shipped until April 26th. On April 27th, the package arrived. I opened it and immediatelly noticed that it was the incorrect part. I contacted them immediately about the matter and they opened an RMA file. Then, they notified me that the RMA is denied because it is an electrical part. I paid $207.00 for express shipping of a $127.00 part,it was the incorrect part and they refuse to accept a return. I want a refund of the entire amount that I paid. I have since ordered a part from a more reputable supplier.

  Business response

  05/08/2023

  Dear customer your rma was opened on 4/26/23 stating you received the wrong part. We requested photos on 4/26 and received images of the part as ordered on 4/27. Unfortunately you were denied as per our return policy, electrical items are ineligible for return. We asked for an exception on 5/1 but unfortunately was denied on 5/5. We have emailed you through this process and confirmed that the rma is staying denied. Please see our return policy for further information, *************************************************************tml 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a remote start kit for my fiancés Jeep November 2022 for a Christmas gift. Parts arrived 12/15/22. Took parts to dealer to install and they notify me parts are defective. Advise getting a replacement. I go through the return process that takes until 1/31/23. Since this date I have attempted calling customer service many times and get hung up on. Mopar parts giant cannot tell me when the replacement parts will be in or if they ever will be in. No updates via email, phone, or mail after telling me parts on back order and I just have to wait. Company refuses to source a part from elsewhere as well. It’s been 5 months that they have had my money and I still don’t have what I paid for. Also 2/28/23 I got notice my order was voided as parts are not available. Company still refuses to refund the purchase price even though they cannot provide me what I purchased. I’ve tried everything on my own to get a resolution but have had no luck. I need your help to make this right. I’d much prefer a refund at this point as this company does not deserve my business.

  Business response

  05/08/2023

  Dear customer, your rma was opened on 1/3/23 stating your part is defective, and was approved on 1/31/23 under warranty. Unfortunately when going through our warranty process we can only offer a replacement for the defective item. At this time the part is currently unavailable, we will update you once the part is restocked and we will have a replacement sent to you as soon as possible. For more information please see our warranty policy, thank you and we apologize for any inconvenience. ****************************************************************

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached the entire email thread. As others have previously complained, the wrong part was sent. The box has the correct part number, but the contents are incorrect. Right box, wrong part. They are refusing a return and refund, stating the part is the same. It is not. The one I ordered has features the one sent does not. That is why they have different part numbers. Several follow up attempts, now my emails are bouncing back.

  Business response

  03/13/2023

  Dear customer, your RMA was opened on 2/18/23 stating you received the wrong part. We requested photos of the part on 2/20/23. We received images of the correct part on 2/21/23 however, unfortunately you were denied for return due to the part containing electrical components. As stated on our return policy, electrical parts are ineligible for return. You called on 2/22/23 stating that the part was mispacked. Our management reviewed with the dealership and they confirmed that you received the correct part as ordered, it was not a mispack. Unfortunately they tried to get an exception for the electrical return but that was denied as well, we emailed you this information on 2/23/23. Unfortunately this RMA will stay denied. Please see our return policy attached. **************************************************************

  Customer response

  04/03/2023

  You admittedly provided the wrong part and provided no proof you contacted the manufacturer and that they denied the RMA, or confirmed whether the part is the same. But, it does not matter since the part you provided does not function the same as the part I ordered. Your service is horrible and fraudulent to customers.  

  Business response

  04/04/2023

  Dear customer, unfortunately this RMA will stay denied as the correct part was received. Please see our return policy attached. **************************************************************

*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. ↩