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Complaint Details
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Initial Complaint
02/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The website is lgparts.com.The company name is Encompass, located at ******************************************************************************************************** January 30, 2021, I ordered (order #8-06051) a replacement battery (part number EAC63738201) for my ** Gram laptop model 15Z995-R.AAS9U1. This was the recommended part, and the only ** Gram laptop battery available, from the company's website.I tried many things to get the battery to work, but it did not work.I arranged for a return on 7/23/2021 (RMA #**-74314) while purchasing the correct battery. The operator was able to find the correct battery (Order 8-70752, part number EAC63381801) after I gave them the ** part number. The **Parts website did not allow me to do this when I originally ordered the first battery.I shipped the product back ****** Tracking ID *************. It arrived August 2, 2021.I never got a refund. I called many times since August - talked with ****** for the initial return; Daisy to check in on it and finally, *******, who is a manager. Everyone said that I would get a refund.I called again today (2/8/2022). The operator told me that ******* said that I was never authorized to return it because I shipped it too late. Some other things that the operator said that ******* said, were lies.
Business response
02/09/2022
Encompass reviewed the customers issue and found that he did not initiate a return until about seven months after receiving the battery and three months past our 90-day return policy for defective items. The Return Policy for the website is posted here: https://lgparts.com/pages/returns-exchanges.
Still, in a good faith effort to help the customer, our support agent did not follow policy and issued return authorization in error. The customer was ultimately denied a refund once it was discovered the return window for the battery had closed.
Since the battery was returned to us on the basis of return authorization, we have issued full credit for the battery. Our Vice President of Customer Support also contacted the customer to apologize for the misunderstanding, and we additionally retrained the agents involved on our return policies to prevent such errors in the future.Initial Complaint
01/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a replacement remote for my heater on Jan 10th 2022. On Jan 15th I received a package from Encompass, but it was the wrong remote & it did not work on my heater! I've emailed them twice & called them 5 times! Out of those 5 calls I only got through to a rep once! While I was explaining to her what the issue was, she hung up on me! I'm fed up! I'm severely disabled & need the remote in order to use the heater! Either they send me the correct remote or refund me my ************ figure something else out!Initial Complaint
01/06/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered parts for a washing machine repair back in the summer. I was recently contacted by this business once the parts were back in stock alerting me to update my payment information. I called to inquire on shipping details and was given a vague response. To date, the parts never arrived.Business response
01/06/2022
According to our system notes, we provided an ETA of Sept. 1, 2021, on her parts order. However, due to supply chain delays, the parts did not arrive to our warehouse until October. We attempted to charge the credit card she provided initially, but it declined. By the time we were able to obtain updated card details, the parts were committed to other customers. Per the customer's request on Dec. 28, we canceled the order. We do not **** customers until parts ship, so there is no payment from the customer to refund.Customer response
01/06/2022
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
11/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered ************ microwave steamer and after 6 months I assumed it wasn't coming and quickly obtained one from another supplier. After the one from Encompass finally arrived (order confirmation # 1-21553, dated 9/27/2021, they insisted I pay to return it, but that would cost half as much as the item itself. They even convinced my credit card company to reject my disputed charge. All I asked for was a postage paid label so I could return it. I admit it was my fault for not reading the negative reviews.Business response
11/19/2021
The part ordered by the customer in March 2021 is in very low demand, so we had to source it directly from the manufacturer. Due to ongoing challenges with the global supply chain, the part did not ship to the customer until Sept. 14, 2021.
We sent the customer an email notification that the part shipped on Sept. 14. On the same day, he disputed the charge with his credit card company. On Sept. 17, he requested return authorization, which we provided.
Although the customer never tried to cancel his order with us after purchasing the part elsewhere, we would be willing to provide a full refund and return label as a courtesy. Unfortunately, we are unable to do so while the matter is pending with his credit card company.Initial Complaint
11/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 11/5 Encompass received my Laptop for a battery issue. On 11/11, I called for status and was told the battery was on "backorder" according to the notes. But, the rep confirmed (as I did), that their website showed the battery for the laptop in stock. On 11/12 I called Encompass again, and was told that the battery was on backorder, but again, the customer service rep confirmed the battery showed in stock. They contacted the tech who informed them the battery was going to be replaced, and the laptop shipped out by 11/15. On 11/15, I contacted Encompass again, and was told the battery was on backorder, and that the tech did something with the laptop on the 13th, but she (customer service rep) couldn't tell from the notes what was done. She stated the laptop had not shipped out according to the notes, and was still allegedly being worked on, but couldn't give me any more of specific details.Business response
11/23/2021
Business Response /* (1000, 5, 2021/11/19) */ Our Service Team was not initially aware that the part needed to complete the customer's repair was available. The part has since been located and the repair has been expedited. All communications with the customer are required to be initiated through his extended warranty service provider. We have notified the provider of the issue, and the customer should obtain further updates from this provider. Consumer Response /* (2000, 7, 2021/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
10/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Encompass has failed to issue credit on two orders (Order******* for $187.86) & Order LG 9411 for $177.36) in which they shipped the wrong part twice. On 8/25/2021 Encompass confirmed original Order******* for $187.86 and shipped the wrong part. Part was returned by authorized RMA X-XXXXX. On 9/01/2021 Encompass confirmed replacement Order LG9411 for $177.36 and again shipped the wrong part. Part was returned by authorized RMA X-XXXXX. I have used the online chat to resolve the situation and confirm that as they provided the wrong part twice I would receive a full refund. I spent two hours waiting in the phone queue a week ago and finally spoke with an agent that both parts have been received back to their warehouse and she would write an email to her supervisor. In that conversation she said shipping would not normally be refunded... I told her the online CSR said it would be as this was the fault of Encompass. The phone CSR said she would include that info in her email.Business response
11/02/2021
Business Response /* (1000, 5, 2021/10/21) */ After looking into this matter with LG, we found that the customer actually ordered the wrong part twice. The piece she needed was for the left side, but she ordered the piece for the right side. According to our notes on this order, the customer told our agent she obtained the part number from her service provider. Regardless, we have issued full credit for the first part, and she was never charged for the second. We also offered to order the correct part, but she declined.
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Customer Complaints Summary
72 total complaints in the last 3 years.
25 complaints closed in the last 12 months.