ComplaintsforEncompass Supply Chain Solutions

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a part online from Encompass. After completing the transaction online, my credit card was charged. A few days later, the charge disappeared from my bank statement (no refunded, but disappeared). I went online again, and no information was provided, and I found the part was no longer available to order. No communication whatsoever. Over a month later, Encompass charged my credit card and sent the part to my home without sending an email, text, or phone call that my CC would be charged, and the part was now available. I called and received a "return slip" and instructions to return the part for a refund. Part was returned within their 30 return policy, unopened with "return slip." This happened 1/2/2024. I was told a refund would be issued within 3-6 business days upon receipt of the returned part. I inquired 1/17/24 as to the status of the refund. Encompass confirmed the part was returned, and I should receive my refund via credit back to my credit card that was initially charged. On 1/26/24 I inquired again as to the status of my refund and was told the same thing of 3-6 business days. Now it is 2/6, I have inquired again with no resolution or credit.

  

  Business response

  02/07/2024

  We apologize for the confusion. We do not actually bill the customers card until the product ships. The charge they saw after placing their order was a pre-authorization. The part ordered was not in stock when they placed their order, and the customers card was not billed until the product was shipped.

  We have issued a refund for the part that was returned for credit and emailed the customer a copy of the credit invoice.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction was 11/3/2023 Order number SMGUSA40408. Absolutely no response and no delivery of product since. I followed up with an email Jan 31st **** to inquire about the order with no response. I see other similar complaints and it seems they respond better to their customers through BBB complaints than their support channels.Ultimately I would like the product I paid for, but that would require transparency of the process. I won't wait indefinitely and would appreciate the company to actually communicate.

  

  Business response

  02/05/2024

  We apologize that the *** on your part order changed and that we were not able to supply it within the timeframe required. It appears that ******* has discontinued the parts you ordered, and we will not be able to fulfill your order.

  
  The good news is that we do not actually bill your credit card until the parts ship, so you were never billed for the parts you ordered. 

  Best regards,

  Customer response

  02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please communicate better with your customers.  I shouldn't have had to file a complaint to find out you can't ship the product.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a part for my ******* refrigerator in May, 2023 and the part ordered did not fit. I contacted the company, which was Encompass Supply Chain Solutions, **** I documented the phone conversations with (******) that asked that I pay the shipping charge to return the part and once received she would credit my credit card. The part was mailed out in June, 2023. I tried calling a few times, emailed, etc. and as of this date have not been credited nor have they responded. Would like some assistance in getting credit for returning this part that was $65.95. You may reach me via phone at ******** or home phone at ********. Thank you.**********************************

  

  Business response

  01/30/2024

  We apologize that you did not receive the part you were looking for and have issued you a part credit of $69.58 on our invoice # *************. You will also receive a copy of this credit invoice via email later today.

  Customer response

  01/31/2024

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

• Initial Complaint

  12/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They emailed me saying that a backordered part was back in stock. I immediately went to their website to purchase the part. They took the money and then a few days later said that it was still backordered. The charge was released back to me. I ordered the part with another company. About a month later, my husband's card gets charged by them for the part. I IMMEDIATELY call to find out why. I'm then told that the part came back in, so they shipped it. I asked for her to stop the process and she stated that she could not and that she could give me an RMA to return it and that I have to pay a $10 restocking fee. We sent the part back in October. I've called twice to try to get my money back and I spoke with ***. Called today and spoke with **** who had to get a supervisor to reopen the order because it closes after 30 days. She emailed the wear house supervisor, again, to ask him to release my funds. My order number is 25-19681. Thanks for your time, ***********************

  

  Business response

  12/20/2023

  We apologize for the confusion and the delay issuing you a full refund. We have now issued you a full refund on your credit card and emailed you a copy of the credit invoice.

  Customer response

  12/20/2023

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

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 7, 2023, I ordered a part for my refrigerator from encompassing company (simply parts). The order arrived about two months later. When I installed the part I noticed the quality was not good. The glass on the shelve is thin and reduced. After I cleaned it the little plastic clips that have the glass and the plastic hold together came damaged. You can observe that part is not original and way off as to quality from the ******* brand. I called yesterday December 16, 2023, the agent said it was out of warranty. Its not logical I did not receive the product until two months later and still the part came damaged. Supposedly they are a company that sells ******* products but it doesnt seem like that. Part name is:DA97-20333B ASSY COVER VEG-REF SHELF MODULE;AW2 FS F

  

  Business response

  12/18/2023

  We apologize that you were not given the opportunity to return the defective part received for credit. It appears that our agent was confused and thought you reported receiving a damaged part almost 3 months after it was delivered. A supervisor will be in contact with you today to arrange to have this returned for credit and see if you wish us to ship a replacement order. The part you received was a ******* original part. We do not sell generic or name brand parts.

  Customer response

  12/20/2023

   
  Complaint: 21020389
  
  I am rejecting this response because:

  Encompass did not clarify if the replacement is going to be free of charge. They want to charge me for a part that is still covered by the warranty. I did not receive the part after months later. I want a replacement but it to covered by the warranty. 
  
  Sincerely,
  
  ***************************

  

  Business response

  12/21/2023

  We provided a prepaid return label on 12/18/23 and assured customer they would receive credit for the defective part as soon the ***** shows this return in route. As of this response, ***** shows no movement on the return. We is issue credit for the shipment as soon as this tracking shows movement with *****.

  Customer response

  12/21/2023

  Complaint: 21020389
  
  I am rejecting this response because: Again youre not saying that the part is going to be sent for free of charge. Yes, youre saying Im getting my money back but I still have to pay for a replacement. Please provide the invoice with the date the part was delivered. The part is still under warranty. Send me the part, please. Its covered under warranty. When I receive the new part I will send you the one I have here. Last time I stayed for two months with that part. The part I bought came damaged. Also, I still expecting a call from the director. I was informed by an agent that he would call me. Provide records as to the calls I made when I ordered the part and the lady stated the part was going to take a long time. Time after I made another call asking where was the part because it had been a long time since I ordered it. Theres evidence that the part is still under warranty and that a replacement should be honored for free.    
  
  Sincerely,
  
  ************************;   

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase of a ****************** remote on September 9th for the amount of *****. The television quit working before I received my order and I contacted Encompass Parts multiple times to cancel my order before they took the funds from my account to no avail. I returned the product to them through their return method, but they refused to refund me for my purchase. It is my hope that this can resolve the issue with me receiving my refund for an item that I no longer have that has been returned to the company.

  

  Business response

  12/04/2023

  We are sorry that we were not able to cancel your order. Unfortunately, once an order prints in the warehouse we are unable to cancel the shipment.

  We see that you received a refund for the remote on 10/11/23. We are unable to credit the $10.95 shipping charge because you have disputed the charge with your credit card company on 10/29/23.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My original order was placed in September 2023 for $131.76 to obtain a replacement drawer for my ******* refrigerator. After almost two months, I received the drawer but it was clearly broken. The shipper was not at fault - the box was intact with no dents and there was sufficient packing material inside. The drawer was wrapped in plastic and within this plastic, one could see that it was broken. The company issued a refund but only for $120.81. The difference was the original shipping cost. While I understand that I should be charged for shipping if I changed my mind about an order, I have never had a company charge me for shipping when they sent me something obviously defective. Encompass Chain Solutions also began the process of sending me a replacement but they were now charging me almost $30 more for the part then when I originally ordered it. I asked customer service if they could just cancel the order for the replacement given how expensive it was but they said it was already shipped and could not. Let's think about this - it took 2 months from the original order to ship and now they are shipping a new one to me the same day that I got in touch with them about the defective part? The $162 figure I list below encompasses the $10.95 originally shipping charge that they would not credit me and the $151.02 they are charging me for the now more expensive replacement part that I could not cancel.

  

  Business response

  11/13/2023

  Hi ******,we would really like the opportunity to look into this further with you and see how we can help. One of our supervisors will be in contact later today to resolve this to your satisfaction.

  Customer response

  11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we look forward to them calling ** at ************ to resolve our complaint with them.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first week of Nov, 2023 I received a replacement part for a dishwasher that ** paid for. The part looks like it was taken out from a junk yard (see pictures). I just want a replacement part.

  

  Business response

  11/09/2023

  This part was received by Encompass in the condition it was shipped to the customer. Our records indicate that this was not a part received on a return and shipped back out to the customer. We normally do not inspect ********************** received from ** when the part box is in good condition. A supervisor will contact the customer today to have this part returned for full credit and place a reorder if desired.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My ******* Fridge (model RF23R6201SR) was purchased in Dec 2020. The icemaker jammed and broke during normal use. I contacted ******* who informed the fridge was out of warranty and provided me a parts suppler contact, J&J parts **************. The part order was fulfilled by Encompass at ******. The shipment was never delivered. I contacted Encompass and they said its not their responsibility. Both myself and Encompass checked the tracking and ***** provided a photo of a package on the sidewalk. I live in ************, ** where rowhouses meet the sidewalk, no porch, no curtilage, just public space. The driver did not ring the bell. I have a Ring doorbell camera which would have alerted me. Deliveries arrive without incident because delivery drivers will ring the bell and the package can be retrieved in minutes. My neighbors and I all checked our cameras and did not have a recording of the delivery. I also signed up for text updates on the delivery but the delivered text message came on 10/27/23 two days after the product was left on the sidewalk. Encompass did an investigation and concluded that leaving the product on the sidewalk was in their opinion a successful delivery and are not accepting responsibility. I told them they needed to contact ***** about improper delivery which they stated they will not. Encompass refused a refund or replacement. At the time of the order I was not given option of delivery service provider, or asked for special instruction, or asked if a signature required should be added. Now I'm out $****** and have no resolution from the company. I attempted to buy a second identical ice maker from a different supplier but found it was again fulfilled by Encompass. So I'm in over $400 dollars to this company who I'm actively trying to avoid. As the customer I fulfilled my end by paying for the part that was never received. Encompass accepted money for goods not delivered without attempting to resolve the matter.

  

  Business response

  11/07/2023

  Encompass filed a claim with the carrier which is still under review as of today. The customer did not request that this shipment be signed for upon delivery. 

  Encompass has issued full credit for the shipment that was stolen and will follow up with the carrier. We have attached a copy of the credit invoice.

  Customer response

  11/07/2023

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

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company should be penalized for predatory practices. It seems as thought they are stealing personal information and then not even selling products. I purchased replacement parts through their website samsungparts.com and now I realize it all seems fake. I was never given an actual billing statement. They took my credit card information and billing address etc. They have not responded to emails and I can't even see what credit card I used to make the purchase. So now I am replacing all of my cards as a security measure. They have not technically charged me yet, however they have all the information required to sell my personal identity I think.

  

  Business response

  11/02/2023

  We apologize for the confusion and poor response to emails. We will investigate and why the customer did not receive a response to their email and address with our support team. We have been in business since **** and have never stolen customers personal information. Our privacy policy is clearly listed on our site and available via the link below. 

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

  We received the customer's order (Order # ********* for two parts. One was in stock and the other is on backorder with no confirmed ETA as of today. We do not bill our customer's credit card until their order ships complete with both parts ordered. They may see a pending charge for due to the pre-authorization, but be do not bill the customer until their order ships. 

  Please reach out to our supervisor ************************* at ********************************** if you need more information on your order or wish to cancel the order because your cannot wait for the backordered part to arrive.

  Best regards,

  Encompass

*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. ↩