ComplaintsforAppliancePartsPros.com, Inc.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a part from Appliance Parts Pros on 01/01/2023. I was charged $267.23 (Part), $24.51 (Tax) and $29.95 (shipping/for next day delivery), totaling $321.59. The part was intended to replace a control on my GE Profile electric oven. I had a qualified service repairman evaluate the oven and it was determined that the 220 plug was faulty at the time of service. The electrical plug was repaired and the oven powered in its normal operating manner. The part that was ordered from Appliance Parts Pros was not needed nor installed since the problem was found to be with the appliance electrical plug. The part was not installed or used and returned back to the place of origin, in good faith and in a timely manner. I also paid $20.00 for return postage with UPS. I followed *** the rules that this company advertises and returned an unused, uninstalled part for a full refund. Instead I received this email response: This email is in regard to order number ******** that has been returned to us. While processing your return, we found part # AP5669340 (Control Ovn) isn't eligible for a refund per our return policy. We have determined the item has been installed prior to the return. Matthew M. C*** Center Representative | Appliance Parts Pros I find this response completely unacceptable. I am reporting this company for what I feel are very deceptive and unfair practices. I believe that I have been cheated out of $321.59 by this company and their deceptive sales tactics. I regret not doing my diligence and reviewing this company’s satisfaction review, before doing business with them. To date, there have been numerous complaints regarding customer transactions, and now, sadly, I am a statistic.

  Business response

  02/06/2023

  I am glad you were able to get your stove working again. I am very sorry the warehouse said this board showed signs of instalation. There would be no reason for you to install this board since the plug was the issue. I will definately let the warehouse know this board was not installed. I will also process a refund for the part cost and any tax. You will see a refund of $289.17 back to the card you used in 2-5 business days. We are sorry for any inconveince this has caused. 

   

  Kind Regards,
  Brent
  Customer Correspondence Team

  Customer response

  02/06/2023

  
  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

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 18, we ordered a repair part for a refrigerator. It was a water inlet valve. We asked and paid for expedited shipping which we received. We installed the valve on November 22. This was the day we received it. We checked it the next day, and noticed some water drops. Checked it again on Thursday, November 25, Thanksgiving, and found it was leaking just like the one we replaced. This refrigerator is in a rental unit, and we had a new tenant moving in on December 1. To install this part, we had to tear the refrigerator apart. We tried calling the company on November 26 several times, and no one would answer. Because of the time crunch, we decided to purchase the part local so the new tenant had a refrigerator in working order. We sent the part back to Appliance Parts Pro and I received an email stating they would not refund my money because the part was installed. I could not have known the part was defective without installing it. On December 12, we called and spoke with someone in customer service who said the same thing. They would not refund my money, only give me a new part, which I no longer need, because they wouldn't answer their phone.

  Business response

  12/12/2022

  Hello,

  We want to apologize for any inconvenience this situation has caused. We also want to apologize that the part the customer ordered was faulty. if the customer had been able to get through to us on 11/26/22, we would have been able to issue the customer with a replacement part under his warranty. All our parts carry a one-year manufacturer's warranty. As the customer shipped this part back to the warehouse, the warehouse deemed the part to be installed and rejected the return. According to our return policy, "We will gladly offer a full refund minus shipping costs on products that are new and have not been installed or show signs of installation such as scuff marks". As the warehouse had rejected for installation, we followed our procedure and rejected the return. Our records due show the customer contacted us on 12/12/22 and spoke with one our agents. The customer informed us that the part was faulty and that the had sent it back for a return. We advised the customer on our return policy and why the return had been rejected due to installation accordingly the customer seemed to accept. We have gone ahead and issued a full refund to the customer. We ask the customer to please allow 3-5 business days for the return to be posted to his account. Thank you for allowing us to resolve this situation. 

  Kind Regards,
  Matt E.
  Customer Correspondence Team
  
  

  Customer response

  12/13/2022

  
  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

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son did all speaking on my behalf. December 8th 2022, order placed for refrigerator part. Chose next day shipping, item shipped on the 9th of december. In the afternoon of the 9th while checking the tracking number i noticed the part had been delayed and was showing a new delivery date of december 12th 2020 now. I called and spoke with fedex and was told that because of the fedex account being with appliance part pros that i had to go through them for a refund of the shipping, which is what i am wanting. I called appliance part pros and they told me to wait for the entire business day of the 9th to make sure the part did not get delivered. I called back on the 10th of december to start the refund process and they said that they got the part out on time, it was fedex issue not theirs and that a refund of the shipping would not be done. Fedex cannot issue a refund to me directly because the fedex account is with appliance part pro. Appliance part pro will not issue a shipping refund because they blame fedex. I believe help is needed.

  Business response

  12/12/2022

  Hello,

  We want to apologize for any inconvenience this issue has caused regarding this order. Due to delays with the shipping companies some orders can be delayed a day or more due to events beyond our control. However, in this instance we are going to refund the customer for the shipping on this order. Thank you for contacting us and letting us know so that we can resolve this situation. 

  Customer response

  12/13/2022

  
  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

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a part from AppliancePartsPros.com for my refrigerator to correct a control panel that no longer displayed numbers. I read that there was a not return policy if the part had been installed, but I thought that meant your couldn't use it and then return it. I didn't know that if they sent a defective part you were out of luck. When I received the part I immediately plugged it in and nothing happened, I removed it and reinstalled the old part and it worked with the exception of the numbers not displaying. This indicated that the part I received was not working so I returned it the next day. This is the response I got: "This email is in regard to order number ******** that has been returned to us. While processing your return, we found part # AP7017395 (User interface) isn't eligible for a refund per our return policy. We have determined the item has been installed prior to the return. If you have questions regarding your return, please feel free to respond to this email, call our toll-free number at 1-877-477-7278 or chat with us live. " I would like a refund of Subtotal: $111.26 since the part was not working upon receipt. I didn't keep it an use it, I returned it immediately with directions on from AppliancePartsPros.com.

  Business response

  09/29/2022

  We're sorry to hear that the order received was defective. Most parts we sell are guaranteed by the original manufacturer for one year from the purchase date against factory defect. A defective part can be exchanged for a new one within a year of original delivery. Typically a defective part cannot be returned for a refund, exchange only. However, I understand there is confusion as you returned the item with the reasoning of "The part is defective".   Due to this, I have issued a full refund per your request. 

  Customer response

  09/29/2022

  
  
  AppliancePartsPros.com, Inc.has issued me a refund and I am satisfied with this resolution. Please close my complaint. 
  
  

• Initial Complaint

  06/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased an item that never got delivered. Tracking said it got stuck in distribution center. Representative told me I needed to wait 10 days for a refund, when 10 days was up I was told I needed to wait 14 days. Then I was told I needed to provide the model and serial number of my appliance for a refund. Clearly I never received the item based on the tracking

  Business response

  06/21/2022

  We do apologize for the delivery issue you are experiencing with your order. Please note that economy shipping can take 3-10 business days to deliver. Unfortunately, couriers are still experiencing high demands and some delayed tracking so some items may be delivered a little later than usual which is why we recommend waiting the 14 business days as we have seen items deliver within this timeframe. Reviewing the order and issue at hand, we have refunded the order due to not delivering as expected and apologize for the inconvenience this has caused. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a part for oven which i never used. The part seemed to be used when i got it. I returned the part and Appliance parts pro claimed the part was used. I asked that the part be returned to me so i could resell it. Appliance parts pro said the apt was discarded. Also filing a complaint with NJ state attorned office.

  Business response

  06/13/2022

  AppliancePartsPros.com offers a 365 day return policy. You may return any item sold by AppliancePartsPros.com within 365 days of purchase for a full refund minus shipping costs. All parts must not have been installed; installed or tested parts are not eligible for return. Upon inspection of returned items that have been flagged as installed, tested, or show signs of installation or testing per the manufacturer's guidelines are disposed of and will not be returned to the customer. A return was created and requested online with the reason of "I changed my mind and don't need this part.".  AppliancePartsPros.com was not made aware that the customer received what appeared to be a used item, therefore upon inspection from of the part received the item was deemed as being installed and discarded. AppliancePartsPros.com notified customer on 6/12/2022 of the return status and received a response from the customer. After further discussion with the customer, a refund was issued for the order. 

  Customer response

  06/13/2022

   
  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

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We placed an order using a gift card. Then my refrigerator completely stopped working and I no longer need the parts. We never took the items out of the box. I have authorization to return however the company states they will only credit the gift card which I do NOT have access to. I have explained this to them and requested a different form of refund (even a store credit). They state they will not do it. I have not paid to send back yet since I don't want to spend even more money if I am not going to get my refund.

  Business response

  05/26/2022

  AppliancePartsPros.com process for returns is to issue refunds back to the original payment method used as stated in our Return Policy. We understand that the card used is a gift card and is no longer available to the customer. Due to this, we can process a check once the returns have been received and inspected. You may return any item sold by AppliancePartsPros.com within 365 days of purchase for a full refund minus shipping costs. All parts must not have been installed; installed or tested parts are not eligible for return. Upon inspection of returned items that have been flagged as installed, tested, or show signs of installation or testing per the manufacturer's guidelines are disposed of and will not be returned to you. All items must be returned in original packaging. Original packaging includes retail boxes, packaging and accessories originally included with the shipment.  Please do not mark through any manufacturing labels on the box and use clear packing tape to reseal the package and box.

  Please see more information about our return policy here: https://www.appliancepartspros.com/customerservice/returns.asp

  Customer response

  05/26/2022

   
  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. I am sending the items back to you  unopened with RMA 820791. 
  Sincerely,
  ******* ******

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order an appliance part for LG dishwasher Part# EBR79686304 Control Board on 1/27/2022. Order # 13522192 for $212.27 plus shipping. I decided not to use the part and purchase a new dishwasher as an upgrade to our kitchen. Returned the part on 3/21 via UPS tracking # ****************** and was received by John @ 4:35PM. I was advised it would take up to 7-10 business days to receive my refund. Now that it past 10 days I have reached out to the company and they stated that it would take a little while longer. I have been waiting patiently but it feels as though they are stalling. I received an email response from Matt E. on 3/28/22 indicating that they were waiting for processing to take place and I wrote them again and got another response from Dixie D. needing more time. I don't understand it.

  Business response

  04/08/2022

  After further review of the return of order # 13522192, the return is still pending processing through our warehouse. While we understand the part has been delivered 3/21/22 per return tracking number ****************** our returns warehouse has not inspected and processed the return as of yet. Typically returns take an additional 7-10 business days after delivery to process inspection of the part and return however, at this time it seems the returns department is currently behind on inspection and processing and we do apologize for the inconvenience. We have sent the return order information to our warehouse for further review to ensure the correct item was received and will issue a refund as soon as we receive confirmation.

  Customer response

  04/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me providing it doesn't exceed by months end 4/30 or complaint response is not accepted.
  
  Sincerely,
  ****** *********

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two pieces of steel trim for a cooktop. They came in damaged and I wanted to return them for exchange or refund. I sent them pictures and they agreed the trim was damaged. But I was told I could not return items without the serial number of the cooktop. I do not own the cook top. I was to make repairs on a customer's cook top. I did not need this number to order the parts. The parts are indeed the correct ones. I now just want my money back. Don't want to deal with this company again. Total on my Discover card is $116.71.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/08) */ I do apologize for the parts being received damaged. Please know that the model and serial are requested due to the manufacturer requiring this information to be provided for parts received defective/damaged inside the box. We however, understand it is not feasible for you to obtain the required information due to not owning the appliance. At this time, we have issued a full refund on your order and ask that you hold the parts for 30 days. If the manufacturer requires the part be returned for further inspection, we will contact you via email and provide further return instructions.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new refrigerator door shelf to replace a broken one. I received the shelf and it was the wrong product. I paid to ship the product back to get a refund and they stated that I installed the shelf, so I was not eligible for a refund. The shelf was the wrong one, and did not fit the fridge, so it was not installed. But now I am out the cost to purchase, mail to myself, and to return the shelf. And now I am out the product and the refund since they won't mail it back or supply me a refund for the product that was returned.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/03) */ I do apologize you have experienced an issue with the return. After further review of the order a refund has been issued for the shelf. If there is anything further we can assist you with, please let us know.

*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. ↩