ComplaintsforControl Parts Co.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/29 I ordered a part from Control Parts who shipped this to me via ***.  *** mis-delivered the package on 12/1 and I never received it. The shipper (Control Parts) told me it was my responsibility to file a claim so I did so on 12/6. Today I realized I had heard nothing concerning a replacement, refund, or resolution to this, so I checked the claim I filed with *** and found that on the same day I filed the claim (22 days ago), Control Parts was informed that the claim was approved, but they did not see fit to contact me to resolve the issue. Now, they are telling me that they have only gotten $112 out of the $276.65 I paid them for the part. To replace the part they want me to pay an additional $163 dollars. I told them to refund my card for $112 and attempted to contact *** to see if I could confirm the amount and request an explanation, but because I am not the shipper *** won't tell me. I suspect that they only got $112 back because they failed to insure the package for the full amount it was worth. To ask me to pay to replace a part I already paid for in full is ridiculous, as is their insistence that I receive only a partial refund. I am hopeful that with the help of the BBB, Control Parts will refund the full amount I paid for the part I never received. I have attached the original invoice, a screenshot of the *** claim resolution and a screenshot of the latest email I received from Control Parts. Should you need any additional information, please let me know.

  Business response

  01/18/2022

  I was very surprised to get a letter in the mail from the BBB.  I thought we had this issue resolved with the customer.  We did send out another part at no charge to the customer. 

  Unfortunately, *** delivered their package to the wrong address, not the address listed on the shipping label that we created.  We have since had several meetings with *** to better understand how their process works when they lose or mis-deliver a package. We are currently working through different options with our contacts at *** and hope to update our policy on these matters.

  Customer response

  01/18/2022

  [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 is satisfactory to me.  This was submitted to BBB when Control Parts was insisting that we pay an additional amount to replace the part, which they did not insure for full value with *** and which *** did misdeliver.  Control Parts have since mailed a replacement part at no charge to us, which we received after BBB had submitted our complaint to Control Parts.
  

  Regards,
  
  *****************************
  

*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. ↩