Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/20/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a part from geniune replacement parts on their site. They shipped it, but they sent it to the incorrect house. FedEx showed it as delivered but the picture was not at my house at all. When I reached out to customer service they strongly suggested I just initiate a refund with them. I wanted the part but their customer service kept badgering me to just take the refund and then told me the part I ordered was out of stock even though their website said it clearly was still in stock. I finally relented to this request. Then two days later they tell me they can’t do the refund because fedex claims it was delivered, even though my issue was that they shipped to the wrong address. This is an absolute clown show of a business and embarrassingly bad customer service.

  

  Business Response

  Date: 03/22/2023

  Thank you for writing. I regret you did not receive the kind of service you were expecting.
  
  On 2023-03-13 at 11:40:18 AM, you purchased one Maytag MMV5165BAS15 Door Handle (Stainless). Your order was packed and shipped on March 13, 2023 and delivered on March 14, 2023 at 10:52 AM via FedEx: *************************************************************************************. FedEx included a picture of the delivery on the link.
  
  On 2023-03-14 at 20:46:01 PM, you wrote to our customer service team: “The package was not at my house. I just checked fedex and it looks like it was delivered to the wrong house. My order number is 4176002. I double checked and I did put my correct home address in.”
  
  We confirmed your address matched with what was input, and I noticed that the brick pattern at the location photographed by FedEx did not match the brick pattern on Google Maps’ street view of the delivery address you provided.
  
  On 2023-03-14 at 21:09:34 PM, we replied to your email: “Since the carrier has marked the order as delivered, a missing package claim usually can not be completed. In good faith, we have started the claim with our shipping team and the carrier now. In the meantime, can you please provide the model and serial of your appliance? This may assist us efficiently process the claim. I have attached an example photo to this email of what that sticker label with the model and serial number should look like. In the case that a package was stolen, moved, or misplaced after delivery, GRP can not be held responsible for those actions. We recommend you place a new order for the part you are needing. If the claim is processed successfully we can issue you a refund for this order, although it can take about two weeks for a claim to be processed. Please be sure to check all back, front and side doors. Packages are also often left by garage doors, porches, steps, mailboxes, window ledges, and even sometimes neighbors. Please also check these places as it is possible they could have been left there as well. Please note that it can take up to 15 business days for the review process. Please reach out to us after the 15th business day so we can get you an update.”
  
  On 2023-03-15 at 09:16:11 AM, you responded: “I appreciate the response. I was purchasing a replacement handle for a maytag microwave model: MMV5165BAS  I have submitted something with FedEx as well. They marked it delivered because they delivered it to the wrong house so I am not sure if you put the incorrect address on the box or if the carrier simply dropped the package at the wrong house but the photo they submitted is not the correct house. ”
  
  You confirmed that your model number is MMV5165BAS but you ordered a handle for model number MMV5165BAS15, and we were unable to confirm if the revision model number (15) for which the part is intended was compatible with our model number.
  
  On 2023-03-15 at 12:53:58 PM, our representative wrote: “We checked the compatibility with your model and found that the part on this order is not compatible with your appliance. As a result, we recommend processing this claim for a refund. Once the claim is confirmed, we will be able to credit your original method of payment. Please advise at your earliest opportunity if this is how you wish to proceed. After researching the model of your appliance, I believe the part you need is discontinued.”
  
  FedEx denied our lost package claim we submitted on your behalf. See Exhibit A attached. On 2023-03-17 at 16:26:55 PM, we conveyed this information to you: “In good faith, GRP submitted a lost package claim through the warehouse manager for your order. We reported your parcel as not received at your request. After FedEx's review, the request has been denied because FedEx has reported that the parcel has been delivered. In the case that a package was stolen, moved, or misplaced after delivery, GRP can not be held responsible per our shipping policy: All items purchased from GenuineReplacementParts are made pursuant to a shipment contract. This basically means that the risk of loss and title for such items pass to you upon our delivery to the carrier. A replacement order or refund can not be issued by GRP because the nature of the mis-delivery or disappearance of your parcel cannot be identified. According to FedEx, the package was delivered at the correct address. We encourage you as the intended recipient of this parcel to communicate with FedEx and open a lost package claim on your end in an effort to trace the actions of the driver, who may have more information regarding your parcel. FedEx has finalized the claim on our end.”
  
  I have, however, verified that the parcel was not delivered to the correct address.
  
  We cannot refund because an investigation is underway, as you have disputed the charge. I will advise our Disputes Department to honor the refund, and in the meantime, I requested that FedEx look into your matter once again.

  Customer Answer

  Date: 03/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19617753, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sam *********

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent me wrong part and after a week of sending them pictures to proof they have sent a wrong part they still don’t want to honor their mistake. They keep saying it’s the correct part and the part have different part number and appearance than what they actually advertised in their website, what a bad company and customer service! They also want me to pay for shipping cost to take the part back even tho it’s their mistake.

  

  Business Response

  Date: 03/14/2023

  Thank you for writing. I have reviewed your matter thoroughly and can affirm that your matter was not handled correctly. On 2023-03-10 at 13:06:20 PM, one of our customer service team leads reached out via email and confirmed that an incorrect part was sent. She is currently working to correct the error. We sincerely apologize for the inconvenience.
  
  I agree that you should not have to feel obligated to provide the additional pictures we have requested. I have sent the requested shipping label to return the part back to our warehouse, and in good faith, I have preemptively refunded you in full. 
  
  Transaction ID: ch_3MgaMuIOO1E4gIzf0TzkGBq2
  Refund Amount: $111.00
  
  I do not believe you should have to keep waiting for your refund after we have been able to prove that you did not receive the part you ordered.
  
  Please use the label I have attached in my email today, and please advise when the part is in FedEx’s possession so that we can track its return.

• Initial Complaint

  Date:02/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS COMPANY HAS MISLEADING PRACTICE PROMISE ONE DAY SHIPPING TO GET THE SALE THEN EMAIL YOU TELLING YOU YOUR ITEM IS DELAYED. I HAVE AND EMERGENCY THAT I NEED THIS PART. I COULD HAVE GOTTEN IT FROM ANOTHER COMPANY LIKE AMAZONE PAID LESS AND GOTTEN IT WITH NO SHIPPING FEES IN 2 DAYS. WHEN I WENT TO THIS SITE THEY SHOWED PART IN STOCK I PAID MORE BUT I HAVE NO ISSUES WITH THAT IF THEY DO THE 1 DAY SHIPPING. I PAID FOR SHIPPING AND NOW COMPANY REFUSES TO REFUND THE SHIPPING COST BECAUSE THEY COULD NOT DELIVER ON THE DATE SHOWN ON WEBSITE AT TIME OF PURCHASE. I AM NOT ASKING FOR THE ENTIRE REFUND AS I WANT THE PART I WANT SHIPPING FEES OF 7.52 REFUNDED TO ME.

  

  Business Response

  Date: 02/22/2023

  Thank you for writing. I have reviewed your matter thoroughly and can affirm that your issue was handled correctly. I regret you did not receive the kind of service you were expecting, but we do not believe you are entitled to a refund.
  
  On 2023-02-19 at 19:13:19 PM, you ordered one Kenmore 110.88732799 Drum Belt (79 1/8 in). We estimated delivery for 2023-02-21. Your order was delivered a day later than we estimated on Wednesday, February 22, 2023 at 1:10 PM per FedEx tracking number 394815892720.
  
  Our policy is very forthcoming about our shipping estimates. You agreed to our terms and conditions before placing your order, and we apologize for the delay.
  
  We never guarantee shipping arrival times. All estimated arrival times are just that: estimates. We stock a full inventory of hundreds of thousands of items. Although a vast majority of our orders ship out on the same day, we may run low on some items and must source your part from the next closest warehouse in geographical proximity to you with the part(s) ordered in stock. Should this occur, the reassignment of the order to a different facility may delay fulfillment by an extra day before being shipped. While we also provide an estimate of when GRP expects your order to arrive, orders received after 1 PM CST may not be processed until the next business day. We have over eighty warehouses throughout the United States in our network. We do our best to process your order from the closest warehouse to the requested shipping address; however, every once in a while, we run out of inventory or do not have sufficient stock, and our team must ship your order from a different facility.
  
  Our Shipping Policies can be accessed at ***********************************************************************
  
  

• Initial Complaint

  Date:02/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent $183.44 without receiving my part Extremely difficult customer service. After placing an order at 9:15 am and paying through PayPal I received a shipping processing notification that was time stamped approx. 1:32pm via email. After opening this email a little after 3:00 pm I noticed the there was NO shipping address. I went into my FedEx manager and found the shipping address to be an old address. I immediately contacted FedEx and was told to contact the Shipper. This is where the headache starts. I was told even though the package had not left the warehouse I would have to pay a $23.00 fee to change the address. GRP stance was it is my fault the address was wrong. When ordering on line I had used PayPal and, noticed PayPal had my 5 year old address along with my current address. I immediately clicked edit and made sure my current address was entered as my default address. GRP doesn't care that Thier system does not recognize default settings. Funny I have not been able to delete the old address that was pulled in from PayPal by GRP. After numerous phone calls with FedEx and GRP this entire problem could be resolved with a simple call from GRP. GRP would rather price gouge a customer. FedEx informed that GRP MIGHT be charged $19.60 to change the address and have the package picked up. GRP wants $23.00 from me. This all could of been avoided before the package ever left the warehouse.

  

  Business Response

  Date: 02/22/2023

  Thank you for writing. I have reviewed your matter thoroughly and can affirm that your issue was handled correctly.
  
  On Friday, 2023-02-17 at 09:00:52 AM, you ordered one Samsung Part# DC92-01729P Electronic Control Board (OEM). You emailed our customer support team for the first time on 2023-02-17 at 16:06:09 PM. Our offices close at 17:00 PM. You wrote: “This is being shipped to the wrong address.  The correct address is ***** ***** *** Waterford, WI 53185. I changed it on the website prior to completing order. I called FedEx and was told to contact you.”
  
  You telephoned our customer service team moments later on 2023-02-17 at 16:13:45 PM. I listened to the call. Once you explained the issue to our representative, we advised you that the old address where your parcel was sent is associated with the default address on your PayPal account, which is the method of payment you elected at point of sale. We let you know that we can attempt to have the parcel redirected for a $22 fee. By this time, we learned that the order may have already been palletized or even shipped because the tracking number 394750325475 was associated with your order. Still, in good faith, we tried to cancel your order. I have attached an .mp3 recording of the call for transparency, referenced hereinafter as Exhibit A.
  
  We submitted a cancellation request to our warehouse manager minutes after receiving your phone call and email. We replied: “We have submitted a cancellation request to the warehouse, but we are unsure if the item has or has not been prepared for shipment. Once an item has been loaded onto a pallet, we can not stop the shipment. Our Return Policy details our efforts and circumstances regarding cancellation requests: ********************************************************************. We hope to have an answer for you by the end of the day today or the next business day. If you do not hear from us in 48 hours, please message us for an update. If you have any questions, please feel free to give us a call at (877) 968-4335.”
  
  Contrary to what you allege in your complaint, we never told you that the parcel had not left the warehouse. You also state that “[w]hen ordering on line I had used PayPal and, noticed PayPal had my 5 year old address along with my current address.” If this was true, you would not have sounded so surprised on Exhibit A when we explained how your address from years ago appeared on your shipping details. Moreover, you did not accept the $22 fee to redirect the parcel. I believe this would have resolved your issue.
  
  Your parcel was delivered on Sunday, February 19, 2023 at 13:29 PM per FedEx. Our system automatically notified you regarding the delivery on 2023-02-19 at 15:04:43 PM via email. 
  
  On 2023-02-19 at 15:56:03 PM, you replied to the automated email: “NO! it was not delivered to me. IT WAS DELIVERED TO A WRONG ADDRESS! Your customer service would not correct this issue with a simple phone call.” 
  
  We replied and asked you to confirm the correct address.
  
  You replied on 2023-02-20 09:46:10: “The address is correct is ***** ***** *** Waterford, WI 53185 and this address was and is the default in your system.  I am NOT paying a fee. 1.) Have a Manager call me. 2.) Take a 5 year old address out of your system 3.) Call FedEx and resolve this issue 4.) Or refund my purchase. If this is not resolved by end of day today.  I will start all actions necessary to recover my payment.”
  
  We could not honor your requests. First, the five-year old address that is associated with your order is only present because it is set as your default address in PayPal and you chose to checkout using PayPal. We did not input that address into our system. We could not resolve your matter with a call to FedEx nor were we willing to refund your purchase as a result of your mistake.
   
  At your request, our Customer Service Manager called you on 2023-02-20, filed a claim with FedEx in hopes of being able to retrieve the parcel and redirect it to you, and followed up the conversation with an email which was sent on 2023-02-20 at 10:11:31 AM: “Thank you for taking the time to speak with me. I apologize for the inconvenience, to override the previous address entered, I recommend entering again your current address. As for this order, we will update on your claim at our earliest opportunity. Our records shows PayPal was used to complete the purchase. PayPal has the option to edit the shipping address as shown in the example photo attachments included [ hereinafter referenced as Exhibit B and C]. Since the carrier has marked the order as delivered, a missing package claim usually can not be completed. In good faith, we have started the claim with our shipping team and the carrier now. In the case that a package was stolen, moved, or misplaced after delivery, GRP can not be held responsible for those actions. We recommend you place a new order for the part you are needing. If the claim is processed successfully we can issue you a refund for this order, although it can take about two weeks for a claim to be processed. Please be sure to check all back, front and side doors. Packages are also often left by garage doors, porches, steps, mailboxes, window ledges, and even sometimes neighbors. Please also check these places as it is possible they could have been left there as well. Please note that it can take up to 15 business days for the review process. Please reach out to us after the 15th business day so we can get you an update.”
  
  The FedEx case number is C-99797876.
  
  It is not GRP’s responsibility that your shipping address defaulted to an incorrect one you lived at five years ago. We certainly empathize with you, and we certainly regret your dissatisfaction. It is truly our wish that every customer has a successful GRP experience; however, it is clear that you are still unhappy and unwilling to understand our results and findings based on the evidence.
  
  We will be in touch with you regarding the outcome of the claim.

  Customer Answer

  Date: 02/22/2023

  
  Complaint: 19437755
  
  I am rejecting this response because:

  Clearly customer satisfaction is not part of your mission statement if it was you would not try to price gouge a customer.

  Your contract with FedEx I have been told includes a $19.60 charge that MIGHT be charged to you.  Why did you demand $23.00 from me on a fee you may or may not be charged?

  The email attached clearly shows that your system was deficient in accepting my default address and placed NO address in the notice of shipping on 2-17-23.
  Your fake empathy in your response shows just how cold you are taking $183.  From a disabled Senior.  I hope your bottom line was worth it.

  Sincerely,
  
  Dave *****

  

  Business Response

  Date: 02/28/2023

  A great majority of our customers are satisfied with our service and products. I deeply regret that you are not one of them; however, GRP can not be held accountable for your default PayPal address being a dated one. 
  
  When a customer chooses to check out with PayPal, they have the option to edit the destination address which the parcel will be delivered to. I demonstrated this in Exhibits B and C attached to my first reply.
  
  Our cost to change an address is $22.00 – not $19.60 or $23.00. I am not sure why you continue to cite these quantities and accuse our company of price gouging when the policies you agreed to prior to finalizing your purchase are explicit and clear: **********************************************************************.
  
  From our Shipping Policy:
  
  “ADDRESS CHANGES
  If you request an address change after the order has been processed and/or shipped, you will be charged a $22.00 address correction fee. The fee must be paid before we reroute your parcel, and it is nonrefundable.”
  
  “INCORRECT ADDRESSES PROVIDED
  GenuineReplacementParts reserves the right to charge an additional $22.00 shipping fee, whether because you originally submitted an incorrect address when you placed your order or if the parcel was rendered undeliverable due to lack of access for the carrier to complete delivery. The shipping carrier charges GRP a return fee, and we pass this charge onto the customer. In the event this occurs, we will always attempt to contact the customer first before we ship the package if a delivery address appears to be incorrect or erroneous. Accordingly, please be sure and review the shipping information you submit very closely for accuracy.”
  
  We presented the $22.00 charge as an option, and you rejected it.
  
  The email you attached does not show that our system was deficient in accepting your default email address. In fact, it proves that our system did exactly that. As a first time customer, there is no possible way for GRP to have possessed your shipping address from five years ago. You provided it. The parcel was shipped to the address in your PayPal details because you chose to pay through PayPal and never updated your address.
  
  We filed this lost package claim as a courtesy to assist you with your order and it is our hope that the carrier will honor that claim for you. My empathy and personal integrity should have nothing to do with your order. In fact, I believe my team and I have gone above and beyond to assist you.
  
  At this time, there is nothing further we can add to justify our stance. Once the claim has been completed, we will notify you of the outcome.
  

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase: 2/2/23 Amount: 33.94 Before I purchased the item I logged onto their site and entered my refrigerator model number to ensure I was purchasing the correct part. When I received the item I immediately noticed that the original part was different than the ordered part. On Monday I contacted the seller to explain the issue and they went on to say that the part I ordered was the part that was shipped. I explained that my order was based upon their website recommendation but that didn't seem to matter. After providing pictures they went on to tell me that I could ship back the part on my dime and then pay an additional restocking charge. Then I could order another part which is not the part listed on their website for my model number with an additional part charge and delivery charge. I was so disgusted that I purchased the part from another vendor. This type of company that recommends what part to purchased and then if they make a mistake should be accountable by making things right. This company obviously does not care about their customers.

  

  Business Response

  Date: 02/14/2023

  Thank you for writing. I have reviewed your matter thoroughly and can affirm that your issue was handled correctly.
  
  On 2023-02-02 at 11:00:56 AM, you ordered one KitchenAid KBFS20ECMS00 Door Switch Assembly (White). Your order was delivered on Friday, 2/3/2023 at 12:44 PM.
  
  You telephoned our customer service team on 2023-02-06 at 14:37:28 PM and reported having received the incorrect part. On 2023-02-06 at 14:36:38 PM, we emailed you requesting pictures of the incorrect part you received, the part number, and the sticker label with the appliance's model and serial number. This is a standard practice when customers report not receiving a correct part.
  
  On 2023-02-06 at 14:46:06 PM, you sent us the photos we requested, and we were able to identify that the part you received was the part you ordered. We wrote to you on 2023-02-06 at 16:15:08 PM: “Thank you for sending us those photos. After reviewing the photos, we have found that the part you received is the part you ordered. We also checked the compatibility with your model and found that the part is compatible. Please note that we do not accept returns on items priced under $30, which is clear on our return policy. Here's why: We do not refund shipping costs, and we do not provide customers with return labels unless GRP is at fault for the wrong item being received. Customers are responsible for the cost of shipping at-will returns. We charge a $5 restocking fee on items priced under $100. In your scenario, supposing we charged you a $5 restocking fee, your refund total (tax included) would be significantly lower than your initial investment, especially after factoring in the cost of shipping the item back to GRP, which we generally estimate to be what you paid for initial shipping. Your refund would be offset to an approximate half or third of the initial cost. We noticed in the past that most customers became disappointed once they learned their refund is a fragment of their initial investment on purchases under $30. Many even say they wish they would have gone another route by trying to resell the part on eBay.”
  
  Your refrigerator has more than one door and therefore more than one switch. You ordered the wrong switch.
  
  The switch you ordered is #6 on the diagram. This is the exact listing from which you ordered: http://***********************************************************************************************
  
  The switch we believe you require is #16 on the diagram on the listing for your model: **********************************************************************************************************
  
  Both are compatible , both have a different amount of prongs, and both trigger different lights within your refrigerator.
  
  You responded on 2023-02-06 at 18:56:10 PM: “I went to your site and entered my refrigerator model number and that is the part number that was supplied. My refrigerator has three prongs and the part supplied only has two prongs. I want to replace my part with the exact same part and I thought your company was going to provide that service. You need to update your site so others don’t make the same mistake by trusting your site for direction on parts. Fyi. I plan on filing a complaint because this error is your fault.”
  
  GRP replied to your email on 2023-02-07 at 08:58:23 AM: “I have researched the model number you provided, and I was able to find the following part: W11396033. Please click on the link and verify if this is the part you are searching for before placing an order. *****************************************************. We do not offer an exchange program at this time, so we must process a return for the incorrect item, and a new order must be placed for the correct item.” We also asked if the part you received was still in new and uninstalled condition.
  
  Typically, we do not allow for returns for parts priced under $30 since customers are responsible to pay return shipping, original shipping is not refunded, and there would be a restocking fee. We would be willing to make a one-time exception and treat your return as an RMA for an item priced over $30, so a $5 restocking fee will apply.
  
  I have followed up with an email to you regarding this consideration.

  Customer Answer

  Date: 02/17/2023

  
  Complaint: 19379678
  
  I am rejecting this response because:
  
  Sincerely,
  
  Clyde *******

  Customer Answer

  Date: 02/22/2023

  The reason I'm rejecting their resolution is because they are requesting I pay for returning item and restocking fee which would amount to the cost of the item.  They also claim that my model has two doors (refrigerator and freezer) that the part i ordered was for the refrigerator.  If you go through their website you can obviously tell the difference between a refrigerator(two doors that open from middle) and a freezer (sliding door).  At the very least they should reimburse me for the item and if they wish to send me a return label I will gladly ship it back because I have no use for the item.

  

  Business Response

  Date: 02/27/2023

  I have refunded you in full for your order. Feel free to keep or dispose of the part you received. We do not need it back. 
  
  Transaction ID: ch_3MX69bIOO1E4gIzf1q5cnxsB
  Refund Amount: $33.94
  
  We wish you the best in your future appliance repair endeavors.

  Customer Answer

  Date: 03/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19379678, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Clyde *******

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a replacement door for my microwave. They sent the incorrect part, so i tried to arrange for an exchange. They sent return instructions, and i paid $60 to mail back the incorrect part (!). The door did not fit, as it was obviously the incorrect part, so I couldn't install. Upon return, the company stated that it could not issue a refund b/c the part had been installed (which is impossible). Now, i am having to pay them AGAIN to ship the incorrect part back to me so i can use it to demonstrate my case against them in court.

  

  Business Response

  Date: 02/13/2023

  Thank you for writing. 
  
  On 2023-01-11 at 21:57:03 PM, you ordered one Whirlpool Part# W11173813 Microwave Door (Stainless). On 2023-01-15 at 13:46:05 PM, you wrote to our support team about receiving an incorrect part: “Looks like an incorrect size was sent. I need to do the old switcharoo for the correct part. Pics for necessary part attached.” I have attached a montage of the referenced photos as Exhibit A.
  
  We tried to disambiguate whether GRP sent you the incorrect part or if you ordered an incorrect part since the photograph you sent depicting your model number has been worn and the text is illegible. We were unable to determine what your model number is and expect that you, too, were unable to identify your model number.
  
  On 2023-01-17 at 12:25:37 PM, GRP asked for “a photo of the incorrect part you received,  a photo of the part number (usually located on the box, or the packaging), and a photo of the sticker label with your appliance's model and serial number.” You provided us only with a picture of the part and the aforementioned illegible label on your microwave. 
  
  On 2023-01-18 at 07:16:03 AM, you replied and did not include new information or photographs: “I ordered the part it was supposed to be for my model number, the website said it was compatible, but clearly it’s not. Either the wrong item was sent, or the wrong model number was used. Either way, I have attached multiple photos of my microwave and its door and the one you sent the one you sent was much too large. I have attached the requested photographs of both the part that was mailed to me and the door on my microwave, which is still attached. Please let me know next steps.”
  
  On 2023-01-18 at 08:00:50 AM, GRP responded: “If you wish to return the part you ordered, can you reply with written confirmation that the part is in NEW and UNINSTALLED condition? The term ‘new and uninstalled’ implies that an item has never been installed before. Any part that shows signs of wear, installation, or has been altered from its original condition will not be eligible for return. If a part has been installed or installation was attempted, we can not offer a refund. Used, installed, or damaged parts are not returnable. If you have ordered a part in error or no longer require the part you purchased, we only request confirmation that your part is in new and uninstalled condition to generate your return authorization.”
  
  After researching the manufacturer label, we came to the conclusion that your model number may be WMH31017AS, but we could not say for sure. The biggest issue was determining if your model number has any revisions, and if so, the revision number was not visible on the illegible label. Furthermore, after reviewing the photos, we found that the part you received appeared to be the part you ordered; however, GRP did not receive the part number on the box or packaging. Our investigation could not be completed, and we could not point you in the right direction to the correct replacement part.
  
  You replied to our email on 2023-01-18 at 09:06:04 AM: “Yes, it was never installed, because it did not fit. I am happy to purchase the correct part or work an exhcange, if you have it.”
  
  We sent return instructions on 2023-01-18 at 09:08:37 AM and USPS was in possession of your return parcel on January 21, 2023.
  
  On 2023-02-03 at 15:14:44 PM, we notified you that the part you returned did not pass our warehouse inspection: “Per our return instructions, all parts must be returned in new and unused condition. After further inspection of your return, the part has been deemed used and/or installed. Since this part can not be restocked or resold, we will not be able to offer a refund for this return. Please let us know as soon as possible if you would like a quote on how much it would cost to have the part sent back to you. This is a time-sensitive matter, as the part will be discarded in two business days if we do not hear back from you. Our return policy can be found here: ********************************************************************. Note from the inspector: Used per the warehouse, does not have a screen protector. Credit has been denied.”
  
  Because we believed that the removal of a screen protector on the door should not have made this part unsellable, we internally decided to file a warranty claim.
  
  On 2023-02-07 at 16:01:31 PM, we filed a claim on your behalf with the manufacturer and the claim was approved. We refunded you in full for your order on 2023-02-09 at 10:33:10 AM in the amount of $159.37. The transaction ID is 5E325684T7318510C.
  
  We wish you the best of luck in your future appliance repair endeavors.

• Initial Complaint

  Date:02/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent a defective part. I just needed a refund or a replacement, however, the customer service person asked me to send pictures and models numbers and then fill out a claim form. They have no procedures on how to return an item. Do not use this company for replacement parts for your appliances.

  

  Business Response

  Date: 02/06/2023

  Thank you for writing. I regret you did not receive the kind of service you were expecting; however, after thoroughly reviewing your issue, I can affirm that your matter was handled correctly.
  
  On 2023-01-26 at 18:42:04 PM, you purchased one GE JVM3160RF4SS Thermostat 70/40. Your order was shipped on January 27, 2023 and delivered on Monday, January 30, 2023 at 6:38 PM per tracking details for 393930785273.
  
  On 2023-01-31 at 18:12:00 PM, you vaguely notified GRP that the part you received did not work. You sent an email with a subject line reading “part dud not work” and no body.
  
  We replied to your email on 2023-01-31 at 18:30:26 PM: “I regret learning that your part is not working properly. Please reply with photo attachments as described below. In order to start a warranty claim, we require pictures of: - the part, - the part number, if available (may be located on the original box, or the packaging) and - the sticker label showing your appliance's model and serial number. (This is usually located inside the door, on a panel, or on the back of the appliance.) We also require a concise description of how the replacement part is malfunctioning and your original part failed. This information is obligatory per the manufacturer in order to file a claim. I have attached example photos to this email of what these numbers should look like. Thank you for your assistance.”
  
  This is standard operating procedure. Our Return Policy is very clear about the process for filing a warranty claim on defective parts: “In order to file a warranty claim, we require the model number and the serial number of your appliance. This is a manufacturer requirement, as Genuine Replacement Parts shall file the warranty claim for you on your behalf. Our customer support team will communicate with you to acquire all necessary information needed to file a warranty claim, including but not limited to pictures of the model and serial number of your appliance, the date the part was installed, the date the part failed, and a detailed explanation of how the part failed.”
  
  You called our customer support team on February 1, 2023 at 10:30:02 AM. I listened to the call and have attached the recording to this response as Exhibit A. In the call, our representative reiterated that GRP must file a warranty claim on the item if it is defective and not working. You expressed your desire to return the part; however, we can not accept a return on a part which is not working. We must file the warranty claim with the manufacturer and thereafter obtain your refund from GRP. You interrupted and spoke over the representative who attempted to assist you and told her that you would file a BBB complaint against us, terminating the call.
  
  We have not yet received the model or part information in order to successfully submit a claim; therefore, we cannot honor your desired resolution to issue a refund. Please send us the information as requested by our email on 2023-01-31 at 18:30:26 PM.

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 1/19/2023 Amt Paid: $119.22 Item In Question: Control Board for my Kitchenaide DW Model No:KDFE104DSS4 Dispute: Genuine Replacement Part’s Website displayed a list of repair parts which included the stipulated control board for Model No: KDFE104DSS4 which the website stipulated was Whirlpool Part #W10751502. I ordered the part from their online portal and received it on 1/19/2023. When I installed said part, it would not operate the dishwasher at all. Customer Service told me Control Board #W10751502 was incompatible with my dishwasher. They also informed me that I could not return the part because it was considered used and therefore unreturnable. So, I went online to the Genuine Replacement Part’s Website again on January 21st, 2023 and entered my dishwasher model number again. This time the new search brought up a different control board for my dishwasher that did not display a part number for said part, but only stated that the newly displayed control board was for Dishwasher Model No: KDFE104DSS4 at the different price of $145.89. So, I concluded that if I did attempt to reorder the correct control board again, the website could wind up sending me another control board that was incompatible and then state that I had ordered the wrong part again. 3 competing appliance parts supplier websites all listed the required control board as being no: W10909702. That item number does not show up on the website for Genuine Replacement Parts for Dishwasher Model No: KDFE104DSS4. Since Rafaela U, the customer service manager, informed me that the error was my fault and the part was considered used, I am proceeding with a lawsuit against the company in Small Claims Court with all required information, including the name of the Director of Operations, Mr. ***** Ecenarro, who will serve as the listed recipient of my summons. My complaint will include the cost of the repair part and extensive labor charges for my time spent. Invoice No: # 4069558

  

  Business Response

  Date: 01/31/2023

  Thank you for writing. I attempted to contact you at the phone number you provided, but you were unavailable, and I left a voicemail.
  
  I thoroughly reviewed your matter, and I was able to conclude that your matter was not handled correctly.
  
  I retraced your steps by identifying your model number, typing it into our search bar, and clicking on the Control and Latch Panel Parts diagram. I found Part 5 as identified on the diagram to be the part you purchased, and our website did in fact list this part incorrectly. For that, I sincerely apologize.
  
  Our representatives should have taken the same steps I did to identify the issue, and I deeply regret they did not. Although we cannot identify why the part was categorized incorrectly, the listing error has since been corrected and disassociated from model number KDFE104DSS4.
  
  Separately, I apologize for the finality of the last email sent to you. I have spoken to the GRP team specifically about your matter and used your order as a training opportunity. It is my intention to make sure something like this does not happen again.
  
  You have identified one of your desired solutions as a refund. I have refunded you $119.22 in full for your order. The transaction ID is ch_3MS3NnIOO1E4gIzf1B720b04. As for your second desired solution (contact by the business), please feel free to reach out to me at *****@genparts.net or *** *** *****
  
  We appreciate your business, patience, and desire to resolve the matter, and I hope that someday GRP can earn your trust again in the future. 

  Customer Answer

  Date: 02/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18939610, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Stephen ***

• Initial Complaint

  Date:01/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a stove element and it came to me as manufacturer defect. The supplier said that I had to buy the terminals that the wires hooked to. It came with one terminal but not the other. I contacted numerous times by email and have not got a response for 2 months. Order #4029791 and the amount was $35.97

  

  Business Response

  Date: 01/30/2023

  Thank you for writing. I thoroughly reviewed your matter, and I certainly agree that the Frigidaire FEFL58ESA Lower Bake Element you ordered is defective. It is plaint to see that the part is indeed missing a terminal on one of its ends. Thank you for sending the pictures. GRP has initiated a warranty claim for your purchase, and due to the nature of this matter, I have provided you with a full refund today to the original payment method. The refund transaction ID is ch_3MJnAwIOO1E4gIzf1sl8NLB0. We appreciate your business and hope to earn your trust again for your future appliance repair needs.

  Customer Answer

  Date: 01/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18899196, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Garry ******

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bait and switch. I ordered a part that they had listed and they only sent a partial order. When my son tried to get the correct part they said they didn't have it and the part we needed was almost 60 dollars more. They now say out of stock on the website for the correct part. The part the tried to get me to order is not even the same brand as my dryer. This is definitely bait and switch and I'm not going to pay this company extra money to get the part. I have wasted my time waiting for this part and could have ordered from a reliable company.

  

  Business Response

  Date: 01/23/2023

  Thank you for writing. I regret you did not receive the kind of service you expected. On 2023-01-15 at 07:40:57 AM, you ordered one Haier RDE350AW Heat Loop. Once you received your parcel, you contacted our customer service team on 2023-01-19 at 11:16:03 AM regarding having received an incorrect part. We replied to your wrong part 
  
  On 2023-01-19 at 14:26:08 PM, you shared pictures with us of the part you received and the part you anticipated receiving. We were able to confirm that you were not sent what was pictured on the listing from which you ordered. Although the part you received is in fact a Haier RDE350AW Heat Loop, our photo on the listing showed a Heating Coil.
  
  Once GRP realized that the listing was incorrect, GRP issued you a full refund and sent a link to the part we believed you required on 2023-01-19 at 14:32:54 PM: “Thank you for sending us those photos. The part you received is incompatible with your model, and we may have it listed incorrectly on our website. We do not require you to return the incorrect part. You may dispose of the part at your discretion. I have issued your refund today. It may take your bank 5-10 business days to process this transaction. After researching the model of your appliance, I believe the part you require is: ******************************************************. Please verify this is the part you are searching for. If it is, you may place your order. Let us know if you have any further questions.”
  
  The part is in stock.
  
  Our Return Policy is clear about product descriptions (or incorrect images): “Genuine Replacement Parts and its associates attempt to be as accurate as possible; however, Genuine Replacement Parts does not warrant that product descriptions or other content of this site are entirely accurate, complete, reliable, current, or error-free. If a product offered by Genuine Replacement Parts itself is not as described, your sole remedy is to return it.”
  
  There was no bait-and-switch. We refunded you in full for the purchase of a listing that contained an incorrect picture, and we sent you a link to the Heating Coil Assembly which we believed you required.
  
  You write that your desired outcome is “Other – Delivery”; however, we do not understand why you believe you are owed anything beyond the full refund GRP has already provided to you on January 19, 2023.
  
  We have updated the listing from which you initially ordered to accurately reflect the correct picture of a Haier RDE350AW Heat Loop: ***************************************************************************. 
  
  We certainly regret your dissatisfaction. It is truly our wish that every customer has a successful GRP experience, but at this time, there is unfortunately nothing more we can add to justify our decision. We do not believe you are owed a free part.

  

  Business Response

  Date: 01/24/2023

  We are confused by the consumer’s rejection of GRP's response.
  
  The consumer cites the quantity of GRP BBB complaints as the grounds for their dissatisfaction, which should have no logical bearing on the desired resolution of this customer’s specific issue.
  
  We admittedly had an incorrect image on the listing from which the customer purchased the Haier RDE350AW Heat Loop. The customer expected to receive a Heating Coil because a picture of a Heating Coil was depicted on the listing. When we learned about the incorrect image, we refunded the customer in full and directed her to the part we believed she required: GE Part# WE11X27362 Heating Coil Assembly. This is not a bait-and-switch tactic.
  
  GRP refunded the customer before she initiated a BBB complaint; thus the customer is disingenuous when she noted that “there will obviously be no resolution from this company” as the matter had already been resolved before it became a BBB complaint.
  
  Our company fulfills more than a thousand (sometimes two thousand) orders everyday. The vast majority of our customers are satisfied, and although we are disappointed this consumer is not one of them, we do not believe the customer is owed a free part or “delivery.” 
  
  

  Customer Answer

  Date: 01/25/2023

  
  Complaint: 18841449
  
  I am rejecting this response because:
  I never once requested a free part. I'm perfectly willing to pay what was listed. It disingenuous of you the business to imply that I'm dishonest. My hope is that others will due their due diligence and check into review like I should have.  It doesn't matter how many orders a day you fill if you have the wrong part listed at the wrong part on a regular basis.  To keep insisting I want a free part is so dishonest.  I have pictures of proof of my claims where are yours? You have none because it's untrue.  I never asked for a free part not one single time. It's so absurd that a company would go to these lengths and falsely accuse someone of this with zero proof. Because it did not happen.  I was willing to pay the price that it was listed for but  not the extra 60 dollars you tried to upsell because of Your mistake.  I really wanted to be done with this but I will not let you accuse me of dishonest , underhanded behavior.  Once again I obviously will never buy from you and hope that no one I know does because my integrity is not in question but yours sure is. 
  Sincerely,
  
  Kristen ******