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:07/08/2024

  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.

  date of order - 6/20/24 expected arrival of part - 6/26/24 today is 7/8/24 and the part still hasn't shipped. Every time I try to check the status, I'm told it's backordered but will arrive on a later day. First it was 7/6. Now it's 7/12. I tried calling and asking for a human to speak to, but am on a never-ending hold. I tried using their live chat function, but the representative ***** couldn't tell me if the part is actually on the way to them or not. He then ended the chat abruptly when I said I would cancel and order for another supplier if he did not respond.I am now trying to cancel the order but have had no luck reaching a human to discuss. Very frustrating and now how to run a business. Selling products they don't have in stock without any notice that they don't have it. They suggest an arrival day that wasn't true, and now just keep moving the arrival date automatically without any follow-up.

  Business Response

  Date: 07/12/2024

  To whom it may concern,

  The part shipped out on 7/9/24 and shows it will be delivered Saturday 7/13/24 by end of day Estimated between 10:00 AM - 2:00 PM.   Tracking# ***************************************************************************************************************

  We did not have the part at the time of the order.  We usually receive stock in about 14 days from our suppliers as long as they have stock.  This did take a little longer than expected.  We are sorry for the delay.  
  

  Customer should have it tomorrow.

  Thank you,

  Customer Service
  

• Initial Complaint

  Date:06/24/2024

  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.

  I ordered a gasket for my refrigerator from Replacement Parts on 5/23/2024 and paid via PayPal. I received a notification of the charge from PayPal, but never received an email notification confirming the purchase nor tracking information to know when to expect my package. I thought that, since it was likely a large package, it might take some time. However, after waiting for two weeks, plus not being able to see the status anywhere online, I decided to inquire via email on 6/7/2024.I received a response the following day saying that the package had indeed been delivered on 5/28/2024 with a screenshot of the ***** confirmation of delivery. I was flabbergasted when I saw the photo of the package at my front door. As I live in a heavily populated urban setting, and our unit is at ground level, it's evident that my package was stolen. I tried calling Replacement Parts SEVEN times, only to wait on hold for ***** minutes each time, not once speaking to a representative. When I emailed again, I asked what could be done, as surely they have insurance for their products being delivered through a third party! Their response was simply: "Hello,We sent you the tracking number along with the delivery photo, you responded confirming it was your home. We would not be responsible for stolen packages, you would need to place a new order and we can waive ground shipping as a courtesy.Customer Service" [note that the tracking number and delivery photo were ONLY sent after two weeks, upon my inquiry of the whereabouts of my package. Otherwise, they would have never sent anything!] This seems utterly absurd. While I understand that it is not their fault that the package was stolen, nor was it mine. That is precisely why a large company should have insurance - for these unexpected incidents. I am requesting either a replacement of the item OR a full refund, not simply them waiving my shipping.

  Business Response

  Date: 07/12/2024

  To whom it may concern,

  There is no insurance on stolen packages off of individuals porches unfortunately.

  We have as a one time courtesy issued a refund. A credit of $183.65 has been returned back to the card.. It can take 7-10 business days to see that back to the account depending on the creditor.
  

  Sincerely,

  Customer Service
  

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, 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,

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

• Initial Complaint

  Date:06/05/2024

  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.

  I ordered a ************* for my furnace on May 21,2024. It was delivered on May 23,2024 . Unfortunately I ordered the wrong part so I shipped it back to them on May 30th,2024. They received it but will not give me a refund. They are saying it shows signs of being either tested or installed. I know I didn't do it. They emailed saying they can either send the part back to me or throw it away for me. Why would I want a part that I can't use? I really don't think it's right that I get robbed of ****** over something I didn't do. The only thing I want at this point is a refund.

  Business Response

  Date: 06/18/2024

  To whom it may concern,

  Our return policy states: parts must not have incurred damage such as signs of installation by the customer, marks, or scuffing.

  Return Policy
  Our Return Guarantee
  365 Days. Period. Return parts & products within 365 days of placing your order.
  What can I return?
  To qualify for refund, parts must not have incurred damage such as signs of installation by the customer, marks, or scuffing. Electrical parts must not have been installed. Item must be returned in its original packaging including retail box and must include all accessories originally included with the item.

  As a one time courtesy, a refund for the part of $230.31 has been done and they should see that returned to their card in 7-10 business days depending on the creditor.

  Sincerely,

  Customer Service
  

  Customer Answer

  Date: 06/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, 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,

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

• Initial Complaint

  Date:06/03/2024

  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.

  Beware Of Return Policy!!I tried to call to order a replacement ice maker for my fridge but got tired of waiting so I went on-line. I entered the model of my Maytag fridge and a replacement was available through Repair Clinic. I have ordered from them before and had no issues. When I received the ice maker and took the old one out, I realized it was not the same? I did not even unpack it. I called them and held for a good 20 minutes before someone answered. I was told there was no problem returning it and they would email me a packing slip. I called back several times and patiently held. I was told that had I ordered it over the phone, they would pay for the shipping but since I ordered on line, I had to pay the shipping both ways. They would refund what I paid less the costs to repair clinic for shipping. I got a price from ********* of ****** to send it back. The service person put me on hold several times and then the line went dead? I thought maybe she would call me back but after a few minutes I called them back and held until I finally gave up! I would strongly suggest that Repair clinic have customer service available to take orders and make their policy about the downfalls of ordering on line known.I googled Repair Clinic Canada and received the item from the US. They should not advertise Canada if they don't exist.Very bothered by this. I could have ordered from Amazon as they likely offer most of the same products as Repair Clinic and no hassle return if there is an issue Repair Clinic order number 18298013-387101

  Business Response

  Date: 06/18/2024

  To whom it may concern,

  Customer ordered the part on on 5/12/24.

  Customer called to cancel order on 5/15/24.  Part was already shipped delivered on 5/21/24.

  Customer called on 5/25/24 saying they no longer needed the part as the refrigerator was breaking down.

  On 6/5/24 we emailed the packing slip to the customer for return. 

  On 6/17/24 we refunded the customer for the ice maker and applicable tax for a total of $134.40.

  Our return policy states we do not supply a return label. 

  Does Repair Clinic provide a shipping label?
  No. You must supply your own shipping label and shipping costs. We do not refund shipping or other surcharges you may incur in returning the item(s) to us. You can get a shipping label at the **** or from a carrier like ***** or UPS.

  The customer has been credited back for the price of the part of $134.40 on 6/17/24.  It can take 7-10 business days to see that return back on the cared depending on the creditor.
  

  Sincerely,

  Customer Service
  

• Initial Complaint

  Date:05/29/2024

  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 ordered a part from this company. After finding out the part will not be delivered until July of 2024, I have attempted to contact company and cancel order.There has been zero response from company After several emails and attempts to reach customer service. Order # ***************

  Business Response

  Date: 05/30/2024

  To whom it may concern,

  I have cancelled this order 18336036-816694 for the customer.  I apologize that they reached out and did not receive a response back.   The order was cancelled and an email was sent to ******************* about the order cancellation.

  Sincerely,

  Customer Service
  

• Initial Complaint

  Date:05/23/2024

  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 part from them. Oven heating element. They created a shipping label last Thursday. Never shipped. Charged my card. Still not shipped.Have not been able to call, or email or chat. Phone says now CLOSED! for three days, CLOSED!How could they close without shipping our part.I desire the part, which is for our oven, which we have not been able to use for a week, waiting for this part. If they have it, why hasn't it shipped? If they don't have it, and they said they did, then I want a full refund within a week.

  Business Response

  Date: 05/30/2024

  To whom it may concern,

  I show the part was shipped **** and delivered to a parcel locker on 5/24/24. 
  Delivered, Parcel Locker
  DAVIDSON, NC 28036 
  May 24, 2024,8:54 am

  We are open 7 days a week except Thanksgiving and Christmas. 

  If the customer did not receive the part please let us know.   It looks like it was delivered, but possibly the customer did not receive it from the Post Office.  We will credit if the customer did not receive and no longer wants the part..

  Sincerely,

  Customer Service
  

  Customer Answer

  Date: 05/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I acknowledge receipt of parcel.  No person answers phone: shipment was unnecessarily delayed  

  Regards,

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

• Initial Complaint

  Date:05/08/2024

  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.

  I purchased a part from Whirlpool online to replace a broken sensor on our whirlpool refrigerator. I purchased this part on 5/2. My father was coming into town to visit our new born baby girl and I wanted his assistance on replacing this part. When I ordered this product I paid extra for 2-day shipping. However, the part did not arrive until 5/6 which is well over the 2-day shipping that I paid extra to ensure the part would arrive while my father was in town. However, my father left town on 5/5 so he was unable to help since the part did not arrive until 5/6. When I called Whirlpool's customer service line I waited over 30 minutes during normal business hours, and I finally gave up. I went online to live chat with their company. I had to wait 10+ minutes for a representative to join the chat. After detailing my issue to their representative I was directed to call their customer service line which is the same number that I had just waited for over 30 minutes. I was finally able to speak to someone on the phone. Granted he was very helpful and nice. However, after reaching out to his superiors they decided to not refund me for the shipping. They directed me to the shipping company because they said it was not whirlpool's error (despite the fact that I paid whirlpool for the shipping on their website). When I requested to speak to the supervisor I was informed that she was "working from home" and that she would not take my call nor call me back. Having a supervisor work from home and refuse to speak to someone is very unprofessional.

  Business Response

  Date: 05/13/2024

  To whom it may concern,

  As a one time courtesy we have refunded the customer back the shipping due to the package arriving back late.  We show an ETA of 5/6/24 and that is when it delivered.  Customer said they seen 5/4/24 which was Saturday.  Saturday delivery is much more expensive.  Refunding $19.99 for shipping. $1.60 tax for a total $21.59.  The customer should see that back on their card in 7-10 business days depending on their creditor.  

  Sincerely,

  Customer Service
  

  Customer Answer

  Date: 05/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. However, the company still reports the fault is on us, when their website clearly showed 2 day shipping with an estimated delivery date as mentioned in their response. What was not made clear is the shipping would not occur over the weekend. They reported that ***** does not deliver on the weekend. However, as I was delivering to my home per *****s website there is no additional fees to use ***** home over the weekend. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:05/04/2024

  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.

  On Thursday May 2, 2024 I ordered a dishwasher part from Repair Clinic online for a total cost including shipping/handling and tax. This was at approximately 3:30 PM. I phoned, #************** (from their website), and told a representative to cancel the order (#********-499567) at 4:32. I also told the representative that I wished to cancel the order and didn't want additional shipping charges since it hadn't been shipped. He assured me that he would contact his customer service department and handle the matter and that I would receive an email confirmation that the matter was resolved. I never got the email and found that my Discover account had been charged. I will contact ***** and attempt to stop shipment. I will not be doing further business with this company!

  Business Response

  Date: 05/13/2024

  To whom it may concern,

  We do ship very quickly.  We have received the part back and was credited for the part and shipping on 5/13/24.$83.09 for part and tax and $11.95 for shipping.

  Customer should see this back on their credit card in 7-10 business days from today depending on their creditor, some apply much faster than others.

  Sincerely,

  Customer Service
  

• Initial Complaint

  Date:03/14/2024

  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 bought a Surface Element Switch from ******************* in February. It costed $255.59. My electrician told me that my Kitchen Aid electric countertop range would not work without that Switch. Therefore, I immediately ordered it from *******************. My unhesitated order was because I saw in the *******************'s website stating that, ” You may return any part or product for any reason within 30 days of placing your order”, so I relied on that statement and I also relied on the fact that ******* ***** parent company ***** is the biggest parts merchant in the U.S. They should be trustworthy, right? It took almost a month for the part to arrive and during this time, my family was forced to eat fast food almost daily. After the part arrived, my licensed electrician attempted to find out whether the part was good or not, he connected this new part to the range, Boom! my $3500 KitchenAid countertop range went up in smoke. I promptly returned the part to ******************* and asked for a refund. I was shocked to received their reply saying that they would not give me a refund because I had "installed" the part. Well, my electrician "did not install" the part, he was attempting to connect the part to the range, otherwise, how would we know whether it works or not? My electrician can further testify that after the new switch failed, he had to haul the $3500 worth of the KitchenAid electric countertop range away. I think I should get a refund because ******************* stated in their website that, " You may return any part or product for any reason within 30 days of placing your order. " and I relied on that statement to my detriment of $4000. Thank you! *** ***** * ****

  Business Response

  Date: 03/28/2024

  To whom it may concern,

  On 3/14/24 customer was credited back to the original credit card $288.44.  It can take 7-10 business days to see that back on the credit card depending on your creditor.

  Thank you,

  Customer Service
  

• Initial Complaint

  Date:02/29/2024

  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.

  I ordered a part for my dishwasher from repairclinic.com. The part they sent me was damaged. They sent me another part and it was the wrong part. They claimed to refund my money and I never got my refund for $72.20.

  Business Response

  Date: 03/11/2024

  To whom it may concern,

  Looks like customer received a damaged defective part from their ordinal order.  A replacement was sent and sounds like was not the same part the customer had ordered, was completely different.  Customer wanted a refund.  A full refund was issued on 2/29/24 of $72.20.  It can take 7 to 10 business days depending on the creditor, however, that refund was completed after it reached our **************** Supervisor. 

  We do apologize for the issues the customer had with their order. We are looking into further to prevent such issues in the future.
  

  Sincerely,

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

  Customer Answer

  Date: 03/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, 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,

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