ComplaintsforGM Parts Direct

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 19, 2024, I spent $253.93 with GM Parts Direct, an online vendor of OEM GM parts, to purchase a replacement front center console arm rest for my 2015 ***** Silverado 1500 LTZ. I provided my VIN number as required by GM Parts Direct to ensure proper part fitment and matching to the vehicle you are ordering for. The color is a "cocoa brown" color and should have been an exact match based on VIN. The item I received, while brown in color, is not anywhere close to the shade of brown of the original arm rest it was to replace as evidenced by the attached photos (you can see the darker original color on top with the tear; hence the purchase of a replacement arm rest). I contacted the company's customer service department via email on or around May 1 (you must submit an online form for them to contact you; I first received email correspondence on May 1, so likely a few days prior to that). Throughout this customer service exchange, I expressed that I would like to exchange the arm rest for one of the proper shade of brown to match my original. After several email exchanges, it was made clear to me that neither GM Parts Direct nor their supplier (whoever they may be, presumably GM?) has no way to snap a photo to verify with certainty that a replacement will be the correct color. Taken aback by this and not wanting to go through the hassle of uninstalling, packaging and shipping back the arm rest only to be reshipped in all likelihood the exact same product, and considering the brown is somewhat close to that color of my seats, I opted to keep it with the promise of a partial refund for the major inconvenience of shipping me the 100% wrong shade. On May 7, I was offered a 10% partial refund amounting to $22.99 to which I scoffed at given that I was given a completely wrong product with no way of guaranteeing a replacement will be correct. I requested a 20% refund on May 13 and haven't heard back since despite multiple follow up emails since then.ORDER #*******

  Business response

  06/19/2024

  ***********, We apologize for the issue you had with the armrest and the lack of customer service that you received.  We have refunded you the 20% that you requested for the amount of $50.79.  Please allow a few days to process the banks.  Unfortunately some of the information that you received is correct, because we do not stock that part in our immediate warehouse, we would not be able to verify the color which is clearly not correct.  When we contact the manufacturer being GM, they would see that it is a shade of brown and continually send the incorrect part until we maybe got lucky and got the correct item.  We have notified them that they have bad stock on that part number so that they can try to correct the problem but unfortunately that does not mean they we would receive the correct one in a timely manner.  We again apologize and hope that the refund does ease some of your frustrations.

  Thank you!

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ***********************. I placed an order online with GM Parts Direct in ****************. on Tuesday February 27, 2024. The order number is ******* for:Part Number: ******** Part Name: Chrome Driver Side Door Mirror Quantity 1 Price: $275.31 Standard Shipping Charge: $33.60 Total Price with shipping; $308.91 Without my permission someone changed my order to part number ********: Driver side outside rear view mirror without cover for a price of $254.80. This is the wrong part number. I called and spoke to a lady named ******** on Tuesday March 19, 2024. She said she would check with her manager and call me back. She didnt call me back. The next day, Wednesday March 20, 2024, I called back and talked to a lady named ********************* (Manager). She said she was going to the warehouse to see if she could stop the shipment and call me back, but she never called me back. The next day, Thursday, March 21, 2024, I called back and talked to *******, and she said the order had shipped. I was then emailed a prepaid *** return label to ship the part back once I received it. I was told I would receive a refund for the wrong part once they received it back at the warehouse then the correct part would be ordered. I received it the next day Friday March 22, 2024. I placed the *** return label on the box and shipped it back the same day.They received the part back on Friday March 27, 2024, at 11:45am. I called and talked to ****, and he verified the part was received and he said a refund for $308.91 would be issued hopefully today. I called and talked to ******* Wednesday April 11, 2024. She said ********************* went to the receiving department to get the part and a refund would be issued in 3 to 5 business days. As of today Monday April 22, 2024, I have not received the refund.I am very disappointed with GM PARTS DIRECT, and I want my money back right now. I don't think I will ever do business with them again. Please help me get my money back.Note: Refund means credit my card.

  Business response

  06/19/2024

  ***************,  We apologize for the issues that you had during your purchase.  I am showing that the order was refunded for the full amount of $288.40 on 04/17/2024.  The banks on both sides do normally take a few days to process but I am showing that it was processed in full by our bank.  The original $308.91 was the authorized hold amount from when the order was placed but that amount changed to $288.40 when the part number was changed on the invoice to match the options for your vehicle's build.  The authorization is just a hold until the amount is captured and in this case due to the part number change, the amount captured was $288.40.  This was the amount that was refunded and the difference between the authorization and the capture was put directly back into your account when we captured the lower amount.  If there are any further issues with the refund then we will be happy to provide the refund authorization number to your bank.

  Thank you!

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 4th, i ordered a part online from **** Automotive. The following week I reached out multiple times via phone (************, number listed on their site), their online portal, and via an email to their customer support (*********************************) to get a confirmation the order was approved and ordered. I did not get a single return call, email, or response to my requests online. On September 13th, after multiple attempts to try to get ahold of them, i sent an email to their customer support requesting that they cancel the order. This was the exact wording "Please consider this order cancelled… You have been non responsive to any of my requests for information. I will be notifying my credit card company and will not accept any charges associated with this order.." After sending that email i got an immediate response back confirming my cancelation an stating that i had no choice but to pay for a 35% restocking fee. Up until that point there was no indication that the order had been confirmed to be placed and no feedback after multiple attempts to contact them. I am going to work thru my credit card company to dispute the 35% restocking charge, but this is absolutely unethical in how they are handling themselves and it needs to be investigated.

  Customer response

  09/24/2023

  I have not heard from the business in response to my complaint.

  
  

  Business response

  10/03/2023

  Hello ***********,  We apologize that you did not receive the confirmation email that was sent at the time that your order was placed.  Unfortunately because we are listed as a retail facility, sometimes the emails will be filtered to your spam box.  Whether this was the case or not, we apologize that you did not receive the email. Per the policies that you clicked as read and agreed to at checkout, clearly stated that all special order items would be charged a 35% restocking fee unless the order was canceled by 1:00pm of the day after your order was placed, since the order was placed at 5:55pm.  We did cancel the order per your request with the restocking fee but as a one time only courtesy, we have refunded the restocking fee to your credit card.  Thank you.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with GM Parts direct and the parts I received did not fit my vehicle even though I supplied my VIN number to guarantee correct parts. I have called and emailed multiple times and have not received any response. I would like to return the wrong parts for a full refund.

  Customer response

  09/25/2023

  I have not heard from the business in response to my complaint.

  
  

  Business response

  10/03/2023

  Hi ****,  We had issues recently with emails that are linked to orders forwarding to our email system due to the DNS servers somehow pointing to a bad address.  We did find your email and have reviewed the parts versus the VINs provided.  Upon review, part# ********* ********* ********* ********* ********* ********* ********* *** ******** all fit the VIN provided for the ***** ******.  Also the bolts, part#********, that you added for the ********* show to match the VIN number you provided for that vehicle.  A return specialist is reaching out to help you with the issue that you are having.  We again apologize for the delay but we now have your email are working to resolve this matter with you.  Thank you.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PLACED AN ORDER ON 07/10/2023. ORDER #1453944. GOT A EMAIL WITH THE TRACKING NUMBER FOR SHIPPING. LABEL WAS CREATED BUT WAS NOT SHIPPED OUT. DIDN'T SEE ANYTHING FOR ABOUT TWO WEEKS SO I REACHED OUT ON 07/24/2023 AND THEY RESPONDED THAT IT WOULD SHIP OUT BY THE END OF THE WEEK. CHECKED IN AGAIN ON 08/07/2023 BUT NO RESPONSE. IT IS NOW 09/13/2023 AND NOTHING HAS BEEN SHIPPED OUT AND NO RESPONSE.

  Business response

  10/03/2023

  Hi *****, We apologize that we had a batch of bad shipping labels in the middle of July and had some packages that did not ship properly.  Unfortunately we did not know which packages had the label come off of the package until it was returned or we were notified by customers.  After you notified us of the issue with your order, we issued a full refund for your order on 9/18/23.  We apologize for the inconvenience.  Thank you.

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an on-line order 08/31/2023 and made payment. Received an email confirmation with an order number, *******. Attempted to receive an order status online 09/05/2023, blank. Called for order status 09/06, 09/07, 09/08/2023 and left voicemail with my email address, name of the website the order was placed with, order number and return call number with no response. Calls made to (************ and (************. Email inquiry 09/07/2023 no response.

  Business response

  09/26/2023

  Hi ****,  We apologize that the calls were missed on our behalf.  We have hired new personnel to hopefully help with that issue.  I show that the special order items did arrive and ship from our facility on 9/11/23 via USPS tracking number **********************.  That tracking number shows that it was delivered and left on your porch on 09/14/23 at 11:17am.  We again apologize for any issues with the order and hope that the delivery of your order has met your desired resolution.  Thank you!

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/11/23 I placed an order for parts in the Amount of 215.83. after 10 days without an update. i called and left a mg. 5 days after that I sent an email. I still have not heard from the company and my order still says " in Process". I've called 4 other times and left messages, with no luck in getting a response. I need an update on my parts, a idea on when they will be delivered. Or my money refunded and the order canceled.

  Business response

  09/18/2023

  Hi ****,  We apologize for our error.  There was an inventory issue on our end that was not caught properly and caused the order to be held up.  A representative reached out this morning after the issue was resolved to verify that they parts were still needed and confirmed that we would then ship you the items.  We have processed the shipment and you should have received an email with the tracking number.  Just in case that went to spam or you did not receive the email, your UPS tracking number ******************.  We thank you for your business and again apologize for our error.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have made several attempts to check on order with no reply. It's been almost 2 months and still no reply, refund or parts. There isn't customer service anymore . This company has made it clear the consumer isn't important. I want a refund order # *******

  Business response

  08/28/2023

  We apologize that there was an issue with your order.  When the special order parts arrived, the order was processed for shipment but the PayPal authorization could not be collected upon.  We received your email requesting the cancellation and the order has been canceled.  The funds that were held when the order was placed were not collected by our company as we do not collect from the authorization until the order ships.  As a result, PayPal has voided the authorization that they had on your account when the order surpassed the 30 day mark.  If there is any questions regarding the payment then PayPal will need to answer those since they are the processor and we never received the funds.  Thank you.

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 20, I made an online parts order (order # *******) for $94.08 with shipping. The parts were shipped but lost by UPS, which I hold no fault to the seller for. I emailed back and forth with customer service until they stopped responding on July 27. UPS states the shipper can file a claim, but I cannot. I have emailed asking for Flow Automotive to file the claim and ship me new parts or either refund me. Several emails to that effect have gone unanswered. I also filed a help ticket on their website (2*****) that sat for 11 days then they closed with no response.

  Customer response

  08/27/2023

  I have not heard from the business in response to my complaint.

  
  

  Business response

  08/28/2023

  We apologize that the item was lost in shipment.  We opened an investigation in the lost package with UPS and they have still not found the package.  As a result we have issued a full refund of $94.08 to your account.  Please allow 2-3 business days for the banks to apply the refund to your account.  Thank you.

  Customer response

  08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered parts from GMPARTSDIRECT.COM a week ago and I've called 15 times to get an update. They do not answer the phone or respond to emails. The confirmation I received indicated they would provide updates and that is not true. The update has remained as “In Progress” since 8/10/23.

  Business response

  08/28/2023

  Hello ******* We apologize but after placing the order with General Motors for your special order parts, we were then notified that the items had recently gone on backorder.  As a result, the order was canceled on 08/18/2023 and an email was sent stating that the parts are on backorder.  The funds were not collected but an authorization was placed on your account when the order was placed, since the order has been canceled the authorization has been voided and the hold was released back to your account.  We apologize for the inconvenience.  Thank you.

   

*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. ↩