Complaints

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an alternator from Diesel Parts Direct on Nov. 4, 2022. The order was phoned in because we wanted to make sure it would fit the John Deere Dozer. The salesperson said it was for the Dozer so it an order was placed. Alternator was supposed to be in stock but drop shipped from another company to us.. My credit card was charged $257.55. The alternator arrived around the 9th of Nov. When it was opened it was the wrong part. My wife called Diesel Parts Direct for a return or exchange. The salesperson could not look up the dozer numbers to see if they had anything else to fit. They said we would have to get the part from John Deere. She asked for a return. They told her to go on their website and fill out a return form. This was sent on the 10th of Nov. by email on their website. We have sent 3 emails and called them again on Nov. 21st. Not one reply to emails or no phone calls from them. When my wife phoned them back on Nov. 21st. They told her they were sending a call tag pickup and were going to refund the alternator and it would arrive in about 2 days. Still waiting. The customer account # of the order is 6A2V90 and the part number is #90-05-9056. I have documents to prove if needed. We have waited long enough. This company guarantees a return, does not follow through and does not have any customer service at all. All I request to settle the complaint is that they send a pickup and totally refund the $257.55 or anything else that they may have charged me.

  

  Business response

  12/31/2022

  Mr. and Mrs. ********,

  
  As I expressed on the phone, we sincerely apologize for the way your credit was handled.  Diesel Parts Direct's entire business model is grow the number of repeat customers by providing every customer an amazing experience and we certainly failed to do that with your order.  Per our discussion, we have already issued you a full credit for your alternator although we have not received your return yet.  In addition, I have provided my direct line and the direct line to our Customer Experience Supervisor should you have an additional issues with this order or any future order. 
  

  Again, we apologize for the way this order was handled.  

  **** ******

  President

  Customer response

  01/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18535174, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

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