Parts Geek

Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. Reviewing our records, we show Mr. Allan’s credit card was refunded for $63.93 on 06/23/2016 for his total order transaction of $63.93.  (Please allow 3-5 business days for the refund...

to appear on your statement) Once you receive your refund on your credit card statement, you may dispose of the part as you see fit, the inner fender part number [redacted] will NOT NEED to be returned.  Again, please accept our apologies for any inconvenience that we may have caused and we thank you for your patience.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. If there was a way to speak to someone then this may not have had to happen. Also, your online catalog said this would fit my car, however it did not, so it was not my fault that I ordered the wrong parts or the parts did not fit. Thank you for your help with this return.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:PartsGeek has been in business long enough to already realize "rural" area delivery times. You could simply be honest and tell people they might not receive their products until 2+ weeks. It's not that hard to inform people before they spend their hard earned money. Out of work, late inspection fee's...Thanks!
Regards,
[redacted]

The system automatically charges a restocking fee on "incorrect" online orders unless it is specifically waived due to warehouse error, catalog error etc... The remainder of the funds in the amount of $15.86 have been refunded today.

Our cancellation policy is on our Customer Service page:Can I Cancel My Order?We do not accept order cancellations because we often package products within an hour of ordering which is why we don't have the ability to cancel orders. We begin the order process as soon as the order is placed. Order...

Confirmation once the order is placed:Dear [redacted]Thank you for ordering from Parts Geek! We began processing your order as soon as you placed it. For this reason, orders cannot be changed or cancelled once they are placed. At this time, your order is pending subject to credit approval and inventory availability. You will receive a Sales Invoice once your order has been assembled and packaged. If you do not receive a Sales Invoice within 24 hours, please contact us via EMAIL.'Order Invoice:Dear [redacted],Thank you for ordering from Parts Geek! We are pleased to inform you that your payment has been confirmed and your order is now in the processing status. As soon as your order has been released for shipment, you will receive an e-mail confirming shipment. This usually takes 1-2 business days. In the event that any part of your order is temporarily out of stock, we will ship the portion of the order that is immediately available for shipment and will refund you for the part that is not available. You will receive a separate out of stock confirmation e-mail. Please be aware that it is not possible to change or cancel your order. The order was placed online on Monday,  January 19, 2015 @ 7:06PM. We are closed @ 7:06PM. Our business hours are listed on our Customer Service page: Mon-Fri: 9am-6pm EST.The order was approved and the credit card charged @ 7:07PM. We received ticket[redacted]on Tuesday, January 20, 2015 @ 12:41PM.Tue, Jan 20 2015 12:41pm: I ordered a part from you before noticing you do not cancel orders. I do not need the part and would like to cancel or return it. I find it silly that I would have to wait for the part to come then return it as it is wasting time and money when it hasnt even shipped yet. Please let me know how to get a refund ASAP and if we can do this without wasting resources and time. I would like to order from you in the future but find this policy is silly and may deter me from using you in the future if that is the case. The package was shipped via [redacted] on January 20, 2015 and packed for shipment @ 12:03PM. It was too late to cancel the order, even if we could. As indicated on our website, a 15% restocking fee is charged on all returns that are not a direct result of our error. Will I have to pay a restocking fee?If your product is returned for any reason other than a definite error on our part, a 15% restocking fee will be deducted from your refund. Restocking fees are not refundable for any reason. ?

We apologize that you received a defective part, however all replacement parts for defects have to be reordered. We do not send out free replacement parts. All defects should be returned for full credit. Your RMA number and return instructions are listed below.Please write your RMA number on the...

outside of the shipping box in black marker. Do not write on the parts boxes themselves as we will not be able to resell your item. All cores must be returned in their original box. RETURN ADDRESS:RMA# 3907696To:  Street: 1805 E Riverview Dr Suite BCity:  San BernardinoState/Zip: CA 92408Attn: ReturnsHow to return your part: All parts must be returned in their original box and in resellable condition.Parts cannot be installed or damaged by incorrect installation. Electrical parts are not returnable if unsealed Make sure you properly package your return. We are not responsible for items damaged in transit.You are responsible for all return shipping charges. You may use the shipper of your choice; however we recommend that you obtain both insurance and a return tracking number in the event of damage or loss. We are not responsible for uninsured, damaged, or undelivered packages. Refunds: Most part refunds are processed within 30 days of receipt. If you have not received your refund within 30 days, please feel free to contact us anytime.Tell us why here...

Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. We have refunded Mrs. Elrod’s credit card for $107.96 on 07/29/2016, $27.03 on 08/03/2016 and $12.95 on 08/03/2016. Please allow 3-5 business days for the refund to appear on your...

statement.  Again, please accept our apologies for any inconvenience that we may have caused and we thank you for your patience.

The part was refunded on 2/20/15 in the amount of $216.16. The restocking fee and outgoing shipping charges were refunded on 2/23/15 in the amount of $48.09.

Mr. [redacted],I have read the correspondence on ticket [redacted] and I must say that it appalling at best. I sincerely apologize that our agent did not properly assist you as he had been trained. There is absolutely no excuse for laziness and the agent has been formally written up. I can assure you...

that this is not the level of Customer Service that I expect from my employees and that this will NOT happen again. I put in a formal trace request at the warehouse myself. I should be hearing something back shortly. It is a million square foot facility. Sometimes packages get delivered to another suite or the front office instead of the warehouse. You will get your refund.Again, I sincerely apologize.[redacted]

Complaint: [redacted]
I am rejecting this response because: The part they sent me was completely useless. They have had that part for over two weeks now so they can visually inspect it and tell that it was built as I described it and not the way it should have been made.The on line reviews of this company seem to indicate that this the way partsgeek.com operates, when you have a return, they hit you with a restocking fee even when they send you the wrong part.The anonymous customer service rep who I was dealing with never even mentioned that he could send a pick-up ticket. Also, I have never had anyone ask to have a picture taken of a defective product. I found that demand preposterous and burdensome.Also, why do they ask now whether the car is a convertible or hard top? Shouldn't their online ordering have asked that? It doesn't.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It is true I was not within their return policy days allowed partly my fault mostly my 17...

year old sons fault for not bringing this to my attention, but my problem is if their site catalog did not mislead me into buying more parts then required, I would not have purchased it in the first place. The site says you need a right and a left 2 separate parts indicating you need one for each side. NOT TRUE it takes ONE cable to complete the system... This is crooked
Regards,
[redacted]

We have a 30 day return policy as indicated on our website, confirmation and order invoice. Mr. [redacted] did not contact us until 4 months later.

I was sent the wrong part for my BMW and when it was proven that the part was not to spec and would not fit my car they told me I would get a call tag.

When I called back a week later they said the guy that told me he was sending out the call tag does not work there any more than I needed to send pictures of the part and I showed why the part was wrong they said yes we know it was their fault and would send me an email with the call tag on the part.

It is now 45 days into this mess and they still have not sent the call tag or responded to an email sent on the matter.

Still waiting for that email or call tag that was promised on 4 different phone calls that seem to have new employees answering the phone every time.

Since then I have filed a complaint with the Revdex.com in the state they are doing business with. www.partsgeek.com dragged the return out long enough that I could not do a chargeback on my card.

Reason of review: Not as described.

Monetary Loss: $65.

Preferred solution: Full refund.

I didn't like the Whole thing. I would not suggest this website to my worst enemy.

I ordered a steel wheel for my 2012 Versa. I received a wheel that did not fit. PartsGeek notified me that they received the part on November 25th 2016. I have waited patiently for a refund and heard nothing back.It's Christmas for Christ sakes I need my money

Review: I ordered Window Vent Visors for a 2010 Toyota [redacted] by [redacted] from Parts Geek online. When it arrived one of the visors were broken. The invoice said if parts were broken on arival to contact the phone number listed on the invoice. The problem was there was no number listed on the invoice. The phone number I found on the website was for ordering only and was told there was no number for customer service and returns.

Business

Response:

Our returns policy is listed on our website under CUSTOMER SERVICE. Furthermore, it is listed on the confirmation e-mail, order invoice and tracking e-mail. It states:

Return Policy:

We have a 30 day return policy. We must be contacted within 30 days of receipt for an RMA number. We will not accept any returns after 30 days, no exceptions. All cores and returns require an RMA number. You must fill out a support ticket on our website for an RMA number. We will NOT accept return requests via phone. Do NOT send back any parts without first obtaining an RMA number via e-mail, or else your credit will be delayed significantly. A 15% restocking fee, if applicable, is charged on all returns that are returned for any reason other than a definite error on our part. Please visit our website and click on Customer Service for further details.

An RMA number and complete return instructions were e-mailed to [redacted] on August 1, 2014.

Review: I returned a radiator which arrived at their warehouse on April 30, 2014.

RECIPIENT

PARTS GEEK LLC

RETURNS

SAN BERNARDINO, CA 92408-3032 US

SHIPPED THROUGH

THE [redacted] STORE #[redacted] ###-###-####

CARRIER & SERVICE

[redacted] Ground

SHIPMENT TRACKING & REFERENCE

Tracking No.: [redacted]

Shipment ID: [redacted]

Order / Item #: [redacted]

Reference #: [redacted]

SHIP DATE

Monday, April 28, 2014

DELIVERY DATE

Wed 30 Apr 2014 09:23 AM

I inquired about my refund and they acknowledged that the radiator arrived and will issue the refund. This was their reply.

[redacted],

A customer support staff member has replied to your support request, #[redacted] with the following response:

We are processing your refund and apologize for the delay. Thank you.

No credit has been issued. I emailed them again to follow up but got a auto reply. I believe I have been patient in this matter.Desired Settlement: I would like to be credited for the item I returned.

Business

Response:

The radiator was refunded on June 9, 2014 in the amount of $65.95. An itemized credit e-mail was sent to [redacted] at 11:39AM on June 9th.

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: (Drafted; Not Sent)

Parts Geek Returns Dept,

This is being more & more difficult & I don't see it as even REASONABLE Customer Service to get my refund in what has hardly been in a timely manner or in accordance to your stated policies on RETURNS.

I've been MORE THAN PATIENT & have completed EVERY step as Parts Geek has required. Yet, the Part has been SIGNED FOR well before the 30-Days (Signed for : June 6th) as mentioned & I'm still NOT been able to even SPEAK with anyone at Parts Geek regarding this matter since I initiated the need to RETURN the part & now, I have to WAIT FURTHER STILL for you to "contact the warehouse".

As I have 22-yrs of USAF Base Supply/Warehouse-Materiel Management/Logistics/ experience, to include my last 3-yrs as Superintendent over the Base Logistics Readiness Sq. Customer Service Element when I Retired. I'm highly-knowledgeable with the facets of Parts Acquisition, Shipment, Receipt, Returns, etc & as such, NONE of my experience speaks to efficiency nor the transparency of intra-departmental processes -- when a Part has been returned, signed for & yet there's no "status" readily-available when I've made these inquiries for a Part that was signed for by your company on June 6th.

Very Concerned,

Mr. Y.

/brk/

Parts Geek Returns Dept

To

Today at 12:57 PM

A Y,

A customer support staff member has replied to your support request, [redacted] with the following response:

Hello the warehouse has been contacted with this issue; once they get back to us with the information on the part we will contact you back ASAP. If you have any further questions or concerns, please don't hesitate to contact us.

Thank you

/brk/

Me

To Parts Geek Returns Dept

Jul 5 at 2:22 PM

Here are the details concerning the A/C Compressor I returned with the RMA#-which was sent via USPS on May 30th, 2014 & signed for on June 6th, 2014.

Provided details of the Shipment from USPS....after inquiries by Cust. Svc Form & NEVER contacted via phone.Desired Settlement: To have this resolved in a much faster manner & to also be reimbursed the Postage of $34.40 + Insurance Coverage: ($236.00) +$5.50= $42.80, for the prolonged DELAYS.

Business

Response:

As indicated on our website as well as the RMA e-mail, it usually takes 30 BUSINESS days to process a refund from the date a return is received in our facility. This does not include weekends or holidays.The return was received on June 6th.16 business days remained in June, 13 business days in July (closed on July 4th). The customer was refunded on July 21, 2014, 31 business days after the receipt of the return and one day outside our specified return window.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was unable to speak with a representative-which could've lead to a TIMELY & MORE EFFICIENT Customer Service Response!The Part was Insured & Mailed back via USPS on: 30 May...signed for as they admitted on: 6 June, yet I was told after submitting yet another "on-line support ticket" on: 4 July...in yet another email reply on 8 July I'm told that "they had to contact the warehouse"!!! As a USAF RET. Master Logistician with 22-yrs Experience, this is BEYOND POOR INTRA-DEPARTMENTAL COORDINATION BETWEEN THEIR "CUSTOMER SVC" & THEIR WAREHOUSE WHEN A PARTS COMPANY CAN'T READILY PROVIDE ASSET STATUS FOR A PART THAT WAS RECEIVED BY IT ON 6 JUNE & I, AS A CUSTOMER INQUIRE 2 days short of 30 days (4 July)! Note: Initially, I was told to provide tracking info to show when the part was signed for, but the company apparently COULDN'T INTERROGATE ITS PARTS DATABASE & KNOW THAT IT HAD ALREADY RECEIVED THE PART!!!THIS IS & HAS BEEN ONE THE WORST EXPERIENCES WITH A PARTS COMPANY OR ANY BUSINESS, THAT I'VE EVER HAD!!!

Regards,

Review: I purchased an [redacted] for my automobile from PartsGeek, LLC and paid their quoted price of $137.95 by "[redacted] money order purchased at [redacted] and mailed on [redacted]-14. As of today, [redacted]-14, I have not received the product. When I inquired via e-mail (I could not reach them by phone) as to why my order had not been shipped, they responded by saying "my funds had not cleared". I then called the customer service # at "[redacted] gave them the serial# of the m.o. [redacted] and they stated that the m.o. was PAID to PartsGeek on [redacted]-14. I reported this via e-mail to PartsGeek customer service, to which they again responded, "when your funds clear, your part will be shipped". My understanding of money orders is that since they are purchased with cash, they are as good as cash, and do not require a period for "clearance". At this point, I have been extremely inconvenienced and exasperated due to the ineptitude and obvious stupidity of the billing and sales dept at PartsGeek and have received no assistance or satisfaction whatsoever.Desired Settlement: I want the part that I ordered and paid for in full shipped IMMEDIATELY to my shipping address that I provided at the time I paid.

Business

Response:

The money order did not clear our bank [redacted] until [redacted]/14. I have the print out from [redacted] bank. It was deposited on [redacted]14. Though it was "cashed", it did not yet clear. The standard for money orders and checks is 7-10 business days. We receive money orders all the time. Just because they are "same as cash" does not mean that you can't stop payment on them before they officially clear.

The order was delivered via [redacted] on [redacted]14. (Tracking number [redacted]

Review: I ordered a discounted [redacted] (which is still available on their website) from this company and a few days later I received an envelope containing small [redacted] for a [redacted] repair kit. I notified the company immediately and they told me to send the part back to them (at my expense.) I asked that they generate a pick up label through their shipping company for the incorrect part and either send correct part or issue a refund. They agreed to have the "warehouse manager" do the necessary paperwork and issue a refund because they do not "exchange parts." Two weeks went by and I received nothing but vague and computer generated emails. I sent emails stating that if they could not honor their commitment to issue the refund and have part picked up then I would go through my credit card company and dispute the charges. I then received and email from Andrew stating that the refund is issued on 11/26/13. This was completely untrue. It is now 12/31 and I am still receiving vague and computer generated responses to my requests for assistance. They are very quick to say "dispute the charges" so I assume they know this is a difficult process and I believe that the wrong part was shipped intentionally in an effort to take people's money and make it very difficult to retrieve it.Desired Settlement: I would like the entire amount of $19.60 refunded to me. The error was made made solely by Parts Geek and I will not be responsible for the cost to return the wrong part to them, nor should I pay shipping charges for a part I never received.

Business

Response:

Mr. [redacted] was credited in full for this order. $9.95 on 12/31/2013 and $9.65 on 01/06/2014. Please allow 3-5 days for the credits to appear on his statement.

Thank you

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 [redacted], and find that this resolution is sufficient to close this complaint. After 6+ weeks of misinformation from PartsGeek and having to involve the Revdex.com, my credit card company and even the FBI's internet fraud dept to get the response that PartsGeek's customer service employees could have and should have taken care of from day one, I would not recommend doing any business with this company. PartsGeek only resolved this issue because they were forced to resolve this issue, not because they value the customer.

Regards,

Review: On 12/29/13 I ordered a tail light for my car. I received that product about a week later. I got the part, opened it up and realized I made a mistake and did not order the right part for my car. I then got onto Parts Geek website and tried to call the "customer" service number listed and it does not work. You can call and you will sit on hold all day. Its a fake line, I believe. So I went to the website and emailed them. (That is there "preferred contact of method") They said they said they would refund me my money and for me to ship it back. So, I ended up ordering the right part and it did come to me and was correct and works. So, going back to the old part that was ordered on 12/29/13. I shipped that back within days after I received it. I shipped it UPS and was delivered to the addresses they supplied in the e-mail. UPS confirmed that it was delivered on 1/15/14 and it was SIGNED for my an employee and they got the name of the employee as well. A few days went by and I emailed the company because of course you cant call them, and I still have no credit of that part back. Nothing was wrong with this part as I only opened up out of box and realized it was the wrong one. I sent about 15 emails back and forth with this company, about my refund, they said I have to give them "30" days from the day the received it back which was 1/15/14. Well today is 2/15/14 and NO refund. In about the 15 e-mails I got from them, they said they tried o contact me(they never did, I gave them 3 numbers to contact me with, they never did) they kept telling me I have to wait 30 days etc. First off, it shouldn't take 30 days after a part is returned to get a credit. SO basically I bought 2 parts, returned one and kept one, and so they are making money off both and got one part back. I have yet to receive my refund from them. They have the worst customer service, you can never call them and there emails take for ever to get back to you. I can supply you with all the email conversations.Desired Settlement: I have not gotten my refund back from this company. It has been over 30 days since I returned the product

Business

Response:

We apologize for [redacted] not receiving his refund in a timely matter. With all the adverse weather where the part was returned in Charlotte, NC our warehouse was delayed in issueing refunds for returned parts. We understand the returned part was delivered on 01/15/2014 however due to state of emergency in the state our warehouse was closed several days in January and February and had delays with shipping companies also. Again we apologize for all the delays and [redacted]'s credit card was refunded $48.41 on 02/25/2014. We will also be issuing a credit of $8.95 for outgoing shipping on this order. Please allow 3-5 days for refund to appear on [redacted]'s statement.Thank you for your patience.