Parts Geek

Review: I ordered brake pads and rotors for my car. I ordered two front rotors, two back rotors and the break pads for all 4. They sent me 3 back rotors and 1 front rotor. When I emailed them to have the part replaced, they told me they would issue an RMA for UPS to pickup my item. Once they received the item back they would refund me my money. I waited and the part was not picked up. I emailed again and [redacted] advised he would check on the issue. Never got a response. Now they won't answer any of my emails and won't answer any of my new tickets I submitted. I did everything they asked, I just want the part. I don't even want the money, I just want the part back. My support request number is [redacted], my RMA # is [redacted]Desired Settlement: I just want the front rotor that I ordered. I ordered Part[redacted], [redacted] for a 2004 Mitsubishi Endeavor. I want them to pay to return the wrong part and I want them to do an exchange and send me the correct part. I don't need them to refund the money, I just want the part.

Business

Response:

We sent [redacted] a pre-paid shipping label to her e-mail address [redacted] UPS tracking number [redacted]. We do not schedule "pick ups". A pre-paid shipping label is for [redacted] to print out, attach to the box and take it to a UPS Store or designated shipping facility of her choice (e.g., Mailboxes etc..). On June 3rd, we informed [redacted] that she would have to return the incorrect rotor and reorder another. We do not have an exchange program in place as indicated on our website. Tue, Jun 3 2014 01:19pm - [redacted]Hello [redacted], I am sorry that you received an incorrect part. I have set your part up for return and you will receive a UPS call tag in approximately 7-10 business days. If you would like to reorder the correct part, I'd be glad to help you with ordering your replacement product. Below is a quote for the item(s) needed. Please order at your convenience and fill out the information needed. [redacted] Thank you for your purchase from Partsgeek.com. Please feel free to contact me if I can be of further assistance. Thank you, [redacted]

Review: I recently ordered a [redacted] for my car because the old one had a broken [redacted] sheared off in it. Rather than take the old [redacted] off, and try and extract the bolt, off which I wasn't confident could be done, I ordered a new [redacted] to save money and time. Bottom line is they sent the wrong part/side mount. I needed the right rear and they sent me the left rear which when the mechanic had my car up on the lift and ready to replace found out it was wrong and had no other recourse but to try and fix the old mount by heating up the mount, welding a nut on and trying to extract it ffrom the strut. After five tries he finally got the bolt out and I was charged an additional $50.00. Now iI am trying to ship the part back and get my money back and have to pay for shipping too!!! It's almost not worth the trouble to send it back. I'm already out the $50.00 iI spent on the repair (of which I feel I should be reimbursed for because it was their error and I wouldn't have had to pay that with the right part)Now I have to come up with the money to ship a 7lb. part in a 12x12x12 box it came in back to [redacted]Desired Settlement: refund cost of part, reimburse $50.00 for additional labor incurred, and the shipping charges from [redacted]

Business

Response:

Order [redacted] was placed on 4/28/14. It was shipped via [redacted] tracking number [redacted] and delivered on 5/1/14. Ms. [redacted] contacted us to inform us that she received [redacted] in lieu of the [redacted] that she had ordered. We sent Ms. [redacted] a [redacted] pre-paid shipping label to return the part at our expense. Ms. [redacted] was refunded for the order in full on May 19, 2014 in the amount of $76.98.We do not cover any labor expenses.*

Review: First,I pre-paid$104.35 in january ,for a radiator for a 1985 GMC 1500 truck.once I received the item it was the incorrect size.So I stared calling them by phone but could not reach anyone.Thats when I learned there support ticket process.Then,1-12-14 I returned the incorrect size radiator.While I was using the support ticket system, I received the first refund email,of many emails,dated 1-31-14.note,after all of the emails I received from january to the present ,they all have the exact date on them 1-31-14.I was not getting no refund s to my charge card like they stated in all the emails I was getting from partsgeek return department.I decided to go another route,I wrote a certified letter to the president,stating my concerns about the $104.35 refund inwhich I never have received.Still,nothing has occured since I wrote the letter and they received because I have all the paper work from the post office,even the gentlemen name who signed the receipt for the certified letter..yes, I have all the paper work,emails from PARTSGEEK,POST OFFICE,etc.Desired Settlement: Just simply send REFUND to my visa credit card that was used to purchase the RADIATOR for $104.35

Business

Response:

[redacted] was refunded $104.35 on 01/30/2014 approval code [redacted] for order [redacted] for (1) Radiator part [redacted] Please allow 3-5 days for the refund to appear on the statement. If [redacted] does not have the credit appearing on his statement, we recommend he contact his credit card company with the approval code as we have received the approval code as a confirmation his refund was applied to his visa credit card he used at the time of this order. Thank you.

Review: I ordered a timing belt/water pump kit along with other parts from PartsGeek. I received the parts about four days later. The timing belt kit box had been opened and the gaskets which are supposed to be included we're missing. Parts Geek has no customer service available by phone to correct issues in a timely manner. As this repair was planned in advance for a relative visiting for a couple days I was forced to order the parts from another store overnight to complete the job. Now Parts Geek wants to charge me a restocking fee for returning their incomplete parts order. I would have used the parts if they were complete but that wasn't the case. I returned the complete order due to their lack of any kind of customer service. I wonder haw many other people they rip off in this fashion. I feel $50+ for a restocking is crazy on top of everything else.Desired Settlement: Drop the restocking charge.

Business

Response:

Mr. [redacted] was refunded $51.58 on 02/05/2014. Please allow 3-5 days for credit to appear on his statement. We apologize for any inconvenience this may have caused.

Review: Parts Geek an online auto parts website www.[redacted] sold me an auto part that was defective, made me purchase the same part again and then sent me the wrong part. I paid $20 shipping for each, the original core, the defective core, and the wrong part. Parts geek is not responding to my many emails and has no phone number listed at the site. I want the full purchase price of the original part, the purchase price of the wrong part, the $20 it cost me because they sent me the wrong part plus any interest or penalties due for my several months without a car waiting and hoping I would finally receive my part. The part is an alternator for a 1998 [redacted] I still remain without a car. Invoice Number: [redacted] Product_Or_Service: [redacted] alternator

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I still need the part but given I have been sent a defective part and the wrong part a refund would be prudent.

Business

Response:

Mr. [redacted] ordered part # [redacted] for a total of $156.20

part $84.25 plus a core deposit $63.00) with $8.95 outgoing shipping

charges on 07/19/2013 order # [redacted]. Mr. [redacted] returned the core deposit

and received a refund on 08/13/2013 for $63.00. Mr. [redacted] then contacted us to

advise us that part installed was defective. Mr. [redacted] was instructed he would

need to return the defective part and re-order the replacement. As our website

and email confirmations clearly state:

What if my part fails? What type of

warranty does my part have?

Most of our parts (but not all) come with a one year

warranty excluding wear and tear items. Depending on the type of product you

purchased, you may also have an extended warranty if you purchased one from us.

Please also refer to the manufacturer information that was included with your

product for additional information. If your part fails we will issue you an RMA

number to return the product. Faulty parts and improperly installed parts

return decisions are left up to the particular manufacturers' rules and

regulations. We process the return for you by accepting the part and then

forward the part directly to the manufacturer for final approval. Installation

of auto parts should be handled by a Certified Automotive Technician, and you

should maintain a copy of the repair order after the repair is completed for

your records. Especially, with items such as [redacted] where misdiagnosis and/or installation can easily damage a part.

Remember, that having a certified technician install a part does not

necessarily mean it was properly installed, but it will eliminate more of the

common errors. On occasion, we may ask for the original repair order and other

documentation regarding the repair to be sent to us in order to process the

return. If your part is found to be defective you will receive a full refund.

All replacement items must be re-purchased. We do not send out free

replacements

Mr. [redacted] re-ordered part # [redacted] on 08/22/2013 for a total

of $104.20, part cost $95.25 and $8.95 for outgoing shipping order #[redacted] Mr. [redacted] contacted

us and stated we sent him the wrong part. The part number that was sent

is [redacted] the part number I was supposed to receive is [redacted]. Mr. [redacted] ordered

the incorrect part as his invoice confirmation shows part # [redacted] was ordered.

Mr. [redacted] was issued a return authorization

number and instructions to return order # [redacted] Mr. [redacted] returned part #

[redacted] order # [redacted] and was credited on 09/11/2013 for $95.25(outgoing

shipping charges are not refundable for any reason).

We are still waiting for Mr. [redacted] to

return the defective part # 13753 purchased on 07/19/2013. Once that part is

returned we will credit Mr. [redacted] the remaining $84.25 towards that order. Mr.

[redacted] was emailed instructions listed to return the DEFECTIVE part # 13753 to RETURN

ADDRESS:

RMA#

To: 2234323

Street: 1805 E Riverview Dr Suite B

City: San

Bernardino

State/Zip: CA 92408

Attn: Returns

If Mr. [redacted] has returned the defective part, we need the return tracking number from the

shipping company Mr. [redacted] used to confirm the part was returned. We have

numerous warehouses and need to confirm which warehouse Mr. [redacted] sent his

returned part, confirm the returned part was delivered and/or it was

misdelivered or lost in transit. We have verified with our warehouse Mr. [redacted]

was supposed to send his defective return and they do not show anything

received with the rma number 2234323 as a defective alternator. Only the core

returned and refunded on 08/13/2013.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have sent numerous emails to parts geek with no response. I have returned the part in question months ago. This is an attempt by parts geek to nullify my complaint based on the hopes that I can not produce a receipt for the part which WAS sent back via the united states postal services. My question to parts geek is how lucky do you feel with this game? If you play you haven't received the part but I have a receipt then what? I have no returns on anything. I don't do politics. I'm calling your bluff.

Regards,

Business

Response:

We are not "playing any games". We are just requesting Mr. [redacted] provide us with the traceable return tracking number from the shipping company Mr. [redacted] used to return the part. If MR. [redacted] has the receipt from the shipping company he used, that receipt will list the traceable tracking number used. Again, as we stated in our response previously.

If Mr. [redacted] has returned the defective part, we need the return tracking number from the shipping company Mr. [redacted] used to confirm the part was returned. We have numerous warehouses and need to confirm which warehouse Mr. [redacted] sent his returned part, confirm the returned part was delivered and/or it was misdelivered or lost in transit. We have verified with our warehouse Mr. [redacted] was supposed to send his defective return and they do not show anything received with the rma number [redacted] as a defective alternator.

If Mr. [redacted] returned the part, it appears to be lost or mis-delivered. Because Mr. [redacted] is the sender of the package we are unable to contact the shipping company used to perform any type of investigation. We need the traceable tracking number to be able to help Mr. [redacted] determine what needs to be completed next.

Thank you

Review: I ordered a washer reservior from PartsGeek for $plus $for shippingWhen my mechanic tried to install it, he found it to be defected and charged me $for his timeI returned the defective part to PartsGeek according to their instructions and also requested a refund on the shipping charges - $total - since I did not order the incorrect part, it was a defective partI have been emailing/calling the company for about days and there is never an answer on the phone callsThe emails are pretty much standardized and the last one stated that I was not getting any shipping fees refunded and that I should contact the Revdex.com if I felt it was necessary.Desired Settlement: I want a full refund for the defective part, the shipping fees and the cost to the mechanic (since PartsGeek is giving me the run-around)The total is $
Thank you
Business
Response:
Our policies are clearly listed on our website http://www.partsgeek.com/aboutus.html
under frequently asked questions prior to ordering the parts and our return
policies are listed on our confirmation emails the customer received
Our site clearly annotated that we do not cover shipping
charges unless there was a definite error on our partDefective parts are not
applicable as an error on our partEven the manufacturer will refuse our
request to pick up the shipping tabWe do not cover any expenses that occur as a result of the installation of a defective productThis includes, but is not limited to, rental car coverage, towing costs, labor, and storage fees
We are sorry that [redacted] does not agree with our
policies, but we have them in place for a reasonWe are sorry for any
inconvenience this may have caused
Consumer
Response:
Review: [redacted]
I am rejecting this response because:This is the answer from GeekParts:"Our site clearly annotated that we do not cover shipping charges unless there was a definite error on our partDefective parts are not applicable as an error on our part."My response:There is no place on their website that states a "defective product" is not considered an errorHow can a defective item NOT be considered as an error??? It cannot be used, it cannot be installed - what good is it? Because of this defective product, I spent $in shipping costs and $for a mechanic's feeSo I spent $for NOTHING!!! I work very hard to earn my money and I am not in the financial position to throw away $This is an issue of quality control and customer service for PartsGeek, which should be considered an "error"! There are over complaints made to the Revdex.com about PartsGeek, so please tell me how this company can still be in business
Regards,
Business
Response:
Faulty parts and improperly installed parts return
decisions are left up to the particular manufacturers' rules and regulations
We process the return by accepting the part and then forward the part directly
to the manufacturer for final approvalWe sell the parts, if the part is found
to be defective we recommend [redacted] contact the manufacturer for any
shipping re-imbursement requestedWe cannot be held responsible for any
defects from the manufacturerWe are following the policies and procedures
from the manufacturers
We also suggest going to a non-biased site like BizRate from
consumers who have truly purchased from usOur rating is more realistic and
has thousands of reviews with a rating out of ratingClick here to
see this http://www.bizrate.com/ratings_guide/cust_reviews__mid--192248.html
We are sorry that [redacted] does not agree with our return
policies, but we have them in place for a reason
My part is defective, do you pay
for damages?
We do not cover any expenses that occur as a result of the installation of a
defective productThis includes, but is not limited to, rental car coverage,
towing costs, labor, and storage fees
What if my part fails? What type
of warranty does my part have?
Most of our parts come with a one year warranty excluding wear and tear items
Depending on the type of product you purchased, you may have an extended
warranty (e.g., converters yrs/50k)Please also refer to the manufacturer
information that was included with your product for additional information
If your part fails we will issue you an RMA number to return the product
Faulty parts and improperly installed parts return decisions are left up to the
particular manufacturers' rules and regulationsWe process the return for you
by accepting the part and then forward the part directly to the manufacturer
for final approvalInstallation of auto parts should be handled by a Certified
Automotive Technician, and you should maintain a copy of the repair order after
the repair is completed for your recordsEspecially, with items such as ECM's,
A/C Compressors, Receiver Dryers, etcwhere misdiagnosis and/or installation
can easily damage a partRemember, that having a certified technician install
a part does not necessarily mean it was properly installed, but it will
eliminate more of the common errorsOn occasion, we may ask for the original
repair order and other documentation regarding the repair to be sent to us in
order to process the return
If your part is found to be defective you will receive a full refundAll
replacement items must be re-purchasedWe do not send out free replacements
How should I ship back my return?
We highly recommend that you return your item with a shipping carrier that can
provide you with both insurance and a tracking number in case of loss or
damageAll returns should be able to be tracked from the time you ship your
return until it is signed for on the dockIf you are shipping via USPS, please
use Express MailDelivery confirmations and Priority Mail are not considered
to be acceptable tracking methods
Please make sure to properly pack your return and clearly write your RMA number
on the outside of the shipping boxPlease do not write on the parts boxes as
your product will not be considered "resellable"All returns are freight
prepaid by the customerWe do not offer return shipping reimbursement
regardless of the party at fault

Review: I ordered a part from this company on June 4, 2013, and $80.20 was charged to my credit card, yet to date I have not received the part that I ordered. I corresponded with this company via email which is the only form of contact listed on 6/12 and 6/17 apprising them that I had not received the part ordered or a tracking number and still more than 20 days later, no part or refund. I have made every attempt in good faith to resolve this issue through the only means available which is email, yet they have not shown good faith. They take your money immediately, but do not deliver the product. I want the part or my money returned immediately. After this experience, I will never do business with them again, and will advise others to beware of their poor business practices. It should be a law that if you are operating a business, there should be a phone line for customer service and not just for ordering. Customers are being subjected to unscrupulous business practices by this company. [redacted] order [redacted]Desired Settlement: I want the part or refund immediately.

Business

Response:

[redacted] placed his order 06/04/2013 at 11:40AM and was emailed an order confirmation and invoice confirmation at the email address listed on his order [redacted]. After searching numerous warehouse we found the starter part # [redacted] was out of stock and refunded [redacted] credit card on 06/06/2013 at 11:44AM for the full amount of $80.20, also sending him an email again at his email address on his order [redacted] indicating the part was out of stock and would be refunded see below:

With much regret, we must inform you that the part listed below is out of stock at the present time and has been canceled from your order. The usual estimate on backordered parts to become available is 1-2 weeks. Unfortunately, we currently do not have an out of stock notification system in place, so we ask you to contact us @ [redacted] to check availability after 1 week has passed. In the meantime, we have refunded you in full for the out of stock part. You should see the credit post to your credit or debit card in 3-4 business days.

Please accept our sincerest apologies for this occurrence and please keep us in mind for your future automotive purchases.

We request [redacted] check his spam/junk folders as our automated and

confirmation e-mails have a pattern of ending up in our customers junk/spam

folders. Perhaps that is the reasoning customer did not receive any of

responses.

Review: Ordered car part, shipped different part than I ordered. Their error. Will not send correct part or pay for shipping and refund of wrong part.Desired Settlement: Send correct part, and pay for shipping return of incorrect part.

Business

Response:

We do not want the part back. It would cost more in shipping than the part is worth. The part plus outgoing shipping has been refunded in full. Thank You

Review: Ordered a power brake booster from parts geek and paid to have it shipped to my house. The part arrived at my house via UPS and upon opening the box I saw the part was damaged. I followed the parts geek policy and called the shipper who agreed to pick up the part. I also need a return merchandise authorization number from parts geek to complete the return. I opened a support ticket requesting the RMA number and supplied via email supporting pictures. I have yet to receive the RMA, I am holding the part waiting for the RMA. Parts geek stopped responding to my email inquiries. I want to return the part for a full refund. It has been one month since I opened the support ticket requesting the RMA.Desired Settlement: I would like parts geek to contact me to finalize the return process. This should be a phone call followed up with an email containing the exact procedure to follow and a RMA number. Parts geek should pay for return shipping and should not charge a restock fee because the part is defective.

Business

Response:

An RMA number was not issued, because a damage claim was reported with UPS. The last update we received from UPS was on 7/29/14, stating that "the receiver reported the item damaged: inspection has been scheduled and will be in contact with the receiver".Has UPS come out to investigate?

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The customer service rep from PartsGeek who responded to my numerous email requests for information did NOT make this clear. If they had I would have contacted UPS a second time to collect the damaged goods. I was informed that I needed the RMA prior to having UPS pick up the package for investigation. In fact I cancelled the pick up specifically to wait for the RMA.

Regards,

Business

Response:

[redacted]You need to contact UPS. They need to come investigate and pick up the package. We cannot issue an RMA number until UPS completes their investigation. If a package is returned to sender as "damaged", there doesn't have to be an RMA number if you have a claim on the package.

Review: Ordered product on 5/5/2014, vendor said product had shipped around 5/5/2014 when product actually had not ship. Still waiting on product as of today 5/16/2014 after paying for shipping. Attempted to call vendor, no luck. Exchanged several unsatisfactory written communications with vendor, but still no phone calls to date. Secondary carrier of Vendor expressed I will not receive part until 5/20/2014. I attempted once again to call vendor to expressed to cancel if I had to wait until 5/20/2014 for part which is far too long to wait. Unable to reach by phone so I wrote my intentions to cancel. Still have not received part to date.Desired Settlement: At this point I am stuck. If parts are received within the next 48 hours at the least the shipping should be refunded. I am out of town all next week and I needed the parts last week.

Business

Response:

The order was placed on May 6, 2014 at 8:51AM via phone with our Sales Rep [redacted]. Two of the parts that Mr. [redacted] ordered are ground only parts, which means they can only ship ground. As indicated on our website, order confirmation and order invoice, ground orders take 4-7 business days to receive.

The two parts in question shipped from Warehouse C via FedEx tracking number [redacted] on May 7, 2014 and were delivered on May 16, 2014, 8 business days after the order was placed. We do not ship or deliver on weekends.

We apologize that the order was 1 day outside our estimated frame, but we have zero control over how long packages are in transit to their destination. FedEx and UPS give an "estimated" delivery date when the order is shipped, but that is not necessarily going to be the actual delivery date.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Parts was order online not via phone, I have never had any verbal contact with PartsGeek, which I had stated earlier. Did attempt to call but no one contacted me back verbally.

I have been out of the country since May 18, so this is why I am responding back today. To date, I still have only received two parts no three. Before leaving to go out of town I did receive the second part and two days prior to leaving I went to the mechanic to have the parts install with the intention of just buying the 3rd part from local dealer. Went to the dealer to buy the third part, before heading to mechanic shop. I took all parts to dealer to confirm all will fit my car and dealer explain the oil pan is not the correct part for my dodge intrepid and that part # 4663740AB should have been sent. I sent PartsGeeks a message on 5/17/2014 about sending me the wrong oil pan. I received Parts Geek message back on 5/19/2014 requesting the part # they sent me - which is 4792956AA. I have not sent the part # info to PG to date since I am just getting back in town. PG required that I obtain a RMA # from them before sending any merchandise back, which I did request from them before leaving to go out of town. PG did send me the RMA for the return, but the stipulations are that I pay for returning the oil pan. Why should I pay for a wrong part # sent to me. I gave PG detail description of my automobile along with the last 8 digits of my vin #(confirms correct parts).

At this point a refund of my order is what is being requested. I have not returned the oil pan but it is packed and ready to be shipped, awaiting shipping info from Parts Geeks - free shipping number.

Regards,

Business

Response:

**. [redacted] will receive a prepaid shipping label from UPS via e-mail. It will be sent to the e-mail address provided when [redacted]placed the order.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I did receive the return label and have sent the merchandise back to the business(Parts Geek) this morning via the UPS store. Tracking # [redacted]. And I expect a full refund once the business receiving their merchandise which I packaged very safe and secure.

Thank you for your attention to this matter.

Review: They send me an Email (R[redacted]) that they will send me an RMA for a defective within 48 Hours week. No RMA was sent. They do not answer the phone.

Business

Response:

We apologize for the delay. Mr. [redacted] has been emailed his rma number withinstructions to email address of [redacted] . However is Mr. [redacted]still has not received the email the instructions are below. [redacted]

Review: On October 26th I ordered and paid for 2 front axles for my car. The company shipped one. I tracked the package and it states 1 package was shipped and it has been delivered. They forgot to send both. I have reached out to them via their website as it says to and all they can tell me is that they are checking with the warehouse. Today I searched the internet and found a phone number and I called, was on hold for more then 10 minutes and was disconnected. This happened 4 times in total today. Today I finally got someone on the phone. He told me there was nothing in my file and he assured me he would get back to me. This afternoon I get an email with an rma to RETURN the part for refund. I can't return what I never received! All I want is for them to ship the part they owe me. At this point I think they should overnight it. I can not drive my car because I have bad axles and they have my money. I want my part!Desired Settlement: I want my part sent overnight. Or my money back and I will go purchase it elsewhere.

Business

Response:

We have contacted the customer and have reshipped the parts.

Consumer

Response:

The companies communication is horrible. They say they will call back and dont. All email responses are automated. After a month and opening this complaint I finally received my part.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Ordered Subaru 1998 Left wing mirror glass [redacted] ) from website on 10/14/2015 - when I tried to fit it, I noticed a) it didn't fit and b) it was for a Nissan. Filled out online contact form on 11/4/2015, received notification of refund of $11.98 for order no. [redacted] - but that didn't include the $9.95 postage I paid as well. Have received the $11.98. Have ordered the CORRECT part elsewhere!

But I'm still down $9.95!Desired Settlement: Refund the $9.95 postage

Business

Response:

Had we been contacted or even asked about the shipping charges, we would have corrected the issue. We were never contacted. Submitting erroneous complaints to the Revdex.com, without contacting the company first, is not an appropriate way to ask for a refund.

Consumer

Response:

[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.]

I have received the refund

Regards,

Review: I ordered a computer from the website and their warehouse sent me a drive axle assembly. When I contacted customer support. They wanted me to pay to ship the drive axle back, they said they would give me a refund (excluding shipping)and then I needed to re-order my part(pay shipping again). So basically they wanted me to essentially pay shipping 3 times, even though THEY sent me the wrong part.

I am still waiting for them to "investigate the issue." It has been two weeks since I originally ordered my part and they have not been willing to work with me thus far aside from making me pay for their mistake. I have documentation and proof that I ordered the correct part and was sent a VERY different part.Desired Settlement: I would like to receive the original part I ordered at no additional cost. And be able to send the wrong part they sent me back to them at no cost.

Business

Response:

A pre-paid shipping label will be e-mailed to [redacted] today. Unfortunately, we cannot reship the part. The incorrect part must be returned and a new order placed. All shipping charges will be waived on the reorder. In addition, I will take $5.00 off the order.

Review: April 2015 I ordered a Radiator, Order Number [redacted] from parts GEEk.com on April 10th fed ex dropped the radiator at my residence I was not home at that time (working) the next day I opened the box the radiator was damaged and looked used also it had no protective packing to hold it in place to avoid shipping damage the box also had repairs attempted to it.when I tried to call PARTSGEEK I was placed on hold for over 45 minutes and then told good bye by their automated phone sytem and diconnected. I the placed a email claim with them. automated response it would be 24 - 48 hours monday to friday before they would respond. I also contacted fedex and filed a claim. they issued a return authorization on April 13 [redacted] instructing me that I am on my own for return shipping $35.00. finally the gave me a refund of $86.98 I paid $99.88Desired Settlement: I feel that they owe me the balance of $47.90 That is for return shipping the broken radiator and remaining balance from the original bill. As it stands I paid $47.90 to look at a improperly packaged used broken radiator.

Business

Response:

The outgoing shipping charges have been refunded. Had the return been set up correctly by the new trainee, you wouldn't have had to return the radiator at all. Please fax the return shipping receipt to [redacted] . Please make sure to reference your order number.

Review: On March 12th, 2014, I bought two from Parts Geek online. The invoice number is [redacted]. The were delivered on time and they were the correct parts. During the time I waited for these parts to arrive, I discovered I did not need them. Once the parts arrived, a few day later I requested a return authorization number from parts geek so I could return them. This is their policy. The return number given was [redacted]. I received an email from them on April 7th, 2014, that my return was processed. In the email the amount returned was for only one of the parts with no explanation as to what happened to the other part. I opened a customer service support ticket, as per their suggestion. They say this is the fastest way to contact Parts Geek and get an answer. When you call their phone number, they give you no option to talk to someone. It always says we are currently receiving a high volume of calls. It gives you no option to wait for a representative, it just tells you to create a customer service support ticket. That ticket number is [redacted]. Their response on April 11th, 2014 said they were going to contact the warehouse for credit paperwork so the credit could be done. As of this date, there is still no refund. I opened another ticket #[redacted], again describing the issues I am referring to in this complaint. Five days later, still no response from Parts Geek. My problem is this.... Parts Geek makes it extremely difficult for you to interact with them. They obviously don't want to talk to anyone and their support ticket system is ineffective. I believe they use this practice to avoid interacting with customers who have an issue with their service. There are several web sites that have hundreds of complaints against Parts Geek that are similar to mine. A Youtube video was also created.Desired Settlement: A refund would be the best outcome. A change of practice as to how they handle customer refunds, complaints, or questions would also be preferred. A phone call from a supervisor. Anything to where I can actually work one on one with Parts Greek to find a solution.

Business

Response:

Mr. [redacted] placed his order on March 12, 2014. It was

shipped via USPS and delivered on March 17, 2014. On March 24, 2014, Mr.

[redacted] submitted ticket [redacted] stating that he wanted to return the parts,

because he did not need them. We issued RMA #[redacted] on March 24, 2014.

Mr. [redacted] was refunded on April 7, 2014 for the [redacted] Vapor Canister. The

refund was applied to his Amex ending in [redacted] in the amount of $51.35.

Mr. [redacted] contacted us via ticket #[redacted] on April 9,

2014 regarding his refund. We contacted the warehouse and they state that the

second part [redacted] was not checked in. This does not necessarily mean that it

was not received. It could mean that it was mis-delivered (another warehouse in

the complex), lost in transit, damaged in transit etc…

In order to proceed, we need Mr. [redacted] return

tracking number.

?

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As I stated in the complaint and in the support ticket opened with Parts Geek, both parts were returned in one box. Inside that box, both parts were in there original boxes and unopened. This means that if they got one part I returned, then they got both. They were shipped in the same box. The return authorization number given to me was [redacted]

Regards,

Business

Response:

We have your RMA on file. What we need is your return

tracking number that you received from UPS, FedEx or USPS when you returned the

part.

UPS tracking numbers begin with 1Z, FedEx tracking numbers are usually 12

digits and USPS tracking numbers either begin with letters (if returned Express

Mail) or a series of numbers such as [redacted]

?We need to make sure there was no damage reported to the box and we need the weight of the package.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The tracking number for this return was #[redacted], and it was delivered on March 29th.

Regards,

Business

Response:

Thank you. The remaining part was refunded 2 days ago (May 19, 2014) in the amount of $57.35. You should have an itemized credit invoice in your inbox for your records.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I accidentally ordered the wrong part (brake pads) and submitted an RMA support ticket through their site as instructed. At the same time I placed another order at Parts Geek for brake pads to replace the one's I requested an RMA for. I only noticed at the end of the order process these new pads were semi-metallic and not ceramic. I desperately tried to find a way to immediately contact the company to change the part for the ceramic version (the pice was almost identical). There is no way to contact them except by replying to an automated email generated when I submitted the original support ticket requesting an RMA. That was two days ago and now, due to my error and no available customer service I will receive a second set of brake pads I wish to return. The problem is no one has responded to my support ticket and the follow-up I submitted yet. I still need ceramic pads however since there is no communication from the company I am hesitant to order from them again? As a point of information based on my experience, their price and shipping are good, and their customer service is non-existent.Desired Settlement: Since both order errors were mine I accept having to pay a restocking fee (15%) on both returns (as per the site). I'd like some communication from the company to get an RMA for both orders now (support ticket [redacted], order numbers [redacted] , since there was no way to change my second order, even within minutes of placing it (*note I am keeping the rotors and air filter purchased in order [redacted] and only wish to return the brake pads).

Business

Response:

[redacted] was emailed his return authorization numbers on order # [redacted] on 07/15/2013 and order [redacted]

Consumer

Response:

[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.]

In response to complaint [redacted], I did received RMA authorizations for both orders and I have sent them back as instructed via UPS, tracking number's [redacted]. I wish to wait until I receive my refund before the complaint is closed.

Regards,

Review: On September 18, 2013 I ordered a LEFT inner fender well for a 2006 [redacted] from Parts Geek on-line. The total price with shipping was $27.43. I received an email stated my package shipped on September 24th. On September 26th, I opened a return ticket (can only communicate with this company on-line) because they sent me a RIGHT inner fender well......not the correct part. I received an email stating someone would be in contact with me. Of course, no one responded although I emailed several times even providing them with additional contact info in the event they could not contact me. Between September 26th and October 3rd, I received six "generated responses" each time I tried to contact them about resolving this issue and each "generated email" from them stated the same thing.......that someone would be contacting me about this matter. I once again emailed them on October 3rd stating again that I just wanted a return label sent to me so I could return the product for a full refund. On October 4th, I received an email that they were waiting to hear from their warehouse where the item shipped from to get me the return label. I waited until October 14th and when I got no additional email, I emailed them again to more less tell them that I was very upset about their ridiculous customer service especially since the mistake was on them. I got a of course, a "generated response"........the same one I received countless times before. On October 15th, I received a "generated message" stating that someone tried to contact me my phone and definitely no one tried. Not counting the original shipping email back in September, I have received 10 generated response emails from this company and not one has been to resolve this issue. I still have a huge box with a part I can't use sitting in my house. Because I needed this part, I had to purchase the correct one elsewhere. This company should not be allowed to continue with these business practices for returns.Desired Settlement: I would like my credit card credited for the full purchase price and shipping totaling $27.43. My original order number is [redacted]. I would like a return label so that the incorrect part can be shipped back to them at their cost. I don't feel I should have to pay a re-stocking fee or pay to return it to them when this clearly was not my mistake. I have never dealt with a company that it has taken this long to resolve a simple issue such as this.

Business

Response:

Mr. [redacted] credit card was credited on 10/21/2013 for $18.48 and on 10/23/2013 for $8.95. Mr. [redacted] has been refunded in full for the order.

Review: I purchased an automotive part from this vendor. The part was the wrong part for my car. It was their fault. When I sought to return the part that they delivered incorrectly, they refused to honor my request, despite repeated requests. The stated reason was that it was beyond their 30 day window.Desired Settlement: I had to buy the correct part from the dealer as a result of their unwillingness to exchange the part.

Business

Response:

[redacted] placed his order on 03/11/2013 for the brake booster part # [redacted] and was delivered on 03/12/2013 via UPS tracking number [redacted] contacted us on 06/07/2013 claiming the part was the incorrect. Our website and email confirmations list our 30 day return policy. We cannot accept [redacted] return request as [redacted] did not report the error within the 30 days of delivery and [redacted] waited 3 months after the part was delivered to contact us.

Review: I purchased two items for my car. One for the right and one for the left. They sent me two right side parts. I had to drive an hour from my home to the only store open that had the part. I paid over $40 more for the part. I tried calling Parts Geek they have you hold for over 20 minutes I sent an email and was told that I can return the part but have to pay for my own shipping. I was sent that wrong part this is not my fault. The part is heavy and would cost me a lot to ship abs I already had to spend another $160 to buy the part somewhere else and spent time and extra gas money to go out of my way to buy the part. A business should have a customer service number and call people back and stand behind their product and commitment to customers.Desired Settlement: I want a full refund and a prepaid shipping label to send the part back.

Business

Response:

According to the return tracking number [redacted], the return is going to be delivered on 9/22/15, today. Once the return is received and processed, a full refund will be issued.