Genuine Replacement Parts Reviews (%countItem)
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Genuine Replacement Parts Rating
Address: 210 W Hollywood Blvd Unit 241, Mary Esther, Florida, United States, 32569-7710
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I spent $183.44 without receiving my part
Extremely difficult customer service.
After placing an order at 9:15 am and paying through PayPal I received a shipping processing notification that was time stamped approx. 1:32pm via email.
After opening this email a little after 3:00 pm I noticed the there was NO shipping address.
I went into my FedEx manager and found the shipping address to be an old address. I immediately contacted FedEx and was told to contact the Shipper.
This is where the headache starts. I was told even though the package had not left the warehouse I would have to pay a $23.00 fee to change the address.
GRP stance was it is my fault the address was wrong.
When ordering on line I had used PayPal and, noticed PayPal had my 5 year old address along with my current address. I immediately clicked edit and made sure my current address was entered as my default address.
GRP doesn't care that Thier system does not recognize default settings. Funny I have not been able to delete the old address that was pulled in from PayPal by GRP.
After numerous phone calls with FedEx and GRP this entire problem could be resolved with a simple call from GRP.
GRP would rather price gouge a customer. FedEx informed that GRP MIGHT be charged $19.60 to change the address and have the package picked up.
GRP wants $23.00 from me.
This all could of been avoided before the package ever left the warehouse.
I ordered my screen filter for my whirlpool dryer. Received my order very quickly and it fit perfectly.
I really like the customer service from start to finished. Wish every company was like this one.
Thank you kindly for your words. We are committed to excellent service and will convey your praise to the customer service team.
Second time I have ordered from here. Both items came in a few days. Both parts were OEM and fit perfectly. My go/to place for parts for all my appliances.
The item I ordered never arrived and they do not reply to my refund request.
Order number#XXXXXXX. I purchased two items and one never arrived. I contacted them several times over phone and via email. when I called, I was referred to the online support center and once I could talk to someone, I was told me that the supervisor was no in office.
I have not received any reply to my refund request.
This business has not been claimed on google, therefore there is no review on google. The reviews on the Revdex.com website tells a lot about the customer service of this company. Few people know Revdex.com and this business should be claimed on google map to get real review and other Americans do not be harmed by their unacceptable performance.
Claim their business on google map to have transparent and real review for all Americans who usually rely on google review. Refund my payment.
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Thank you for writing us. I reached out this morning in hopes of speaking with you and left a voicemail. We apologize that you had difficulty receiving your door latch and regretted learning your idea about how our business harmed others. Our business strives to help people with their appliance needs, it is never our intention to harm our customers. Regarding your lost door latch, we wish the claim process could have been more transparent and efficient. It does not happen often, but when it does, we rely on our carrier to confirm the initiation of a lost package claim. In this specific case, we needed to file a lost package claim with UPS. Once we receive a confirmation of the claim from the carrier, we typically issue a refund, and in this specific case, we were receiving conflicting information from our warehouse (the sender) and UPS regarding the package's status until August 20, 2020. This is when we were finally able to make the claim, as we worked with our specialist to confirm the lost package. Per your instructions, we refunded the price of the latch plus tax and shipping to the credit card you used.
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response. There were two points in my complain. 1)Because of not having any address on the GRP website, there is no google review on the company. The manager has stated in his repose that GRP cares about the customers. I really respect it and would like to repeat my request as a customer to create the company's google account which is free. Few people know the Revdex.com website for accessing the reviews, but everybody knows google and its review system. It increases the visibly of your website and improves public real view to your company (I do not have any financial interest) 2) I will keep you posted when I receive the refund.
Thank you
Thanks for writing back. I regret you were unable to find us on Google. We do indeed care about our customers, Google reviews, and our customers' voices on Google: https://goo.gl/maps/DKaEhpwiXpSqtWbR8 Hope this helps!
We placed our order for a dryer drum belt on Thursday evening with an approximate delivery date for Friday. It took a little longer than we expected to get a shipment confirmation, but after emailing them, we received a response within the hour. Although we didn't receive the belt on Friday, it did come on Monday. We installed the belt and it works perfectly. We felt the need to give this company a positive review after reading so many negative ones. We have received several correspondences from the with shipment updates and are quite pleased with their service. We will definitely use them again if need be. Great service!!
Thank you very much for your kind words. We are dedicated to fulfilling the appliance repair needs of our customers and appreciate your business.
In visiting GenuineReplacementParts.com on Thursday, 08.06.20, and clicking the Add to Cart button to see what the "Whirlpool ED5CHQXKB04 Condenser Fan Motor Assembly Genuine OEM" for $77.89 would cost with shipping, instead of that item ending up in the Cart, "Whirlpool Part# WPXXXXXX Screw (OEM)" for $8.88 was added instead. Strange. I sent GRP an online chat regarding the problem, and then an email (with two images) and a question as to whether I be confident the motor assembly shown on the website site would work in my Whirlpool ED5CHQXKB04 side-by-side refrigerator-freezersince though the motor shown on their website (and that of others) was different than the originaland if so, whether I would need to call to order the part or if there was someone on their end who would correct the Add to Cart problem so I could place the order online. The following day, I received this email reply: "Hello, How can I help you?" Strange. I had already stated what I needed. I subsequently ascertained by way of a video that a two-wire adapter that comes in the current assembly for a four-wire plug such as on my refrigerator should work. So on Friday, 08.14.20 at 2:06 AM, I placed an online order with GRP for the assemblythis time the correct item was added to the Cart. I immediately received from GRP email confirmation of the order. On Monday, 08.17.20 at 3:24 PM, I sent an email to GRP inquiring as to when the order would ship since I hadn't received confirmation of shipment, let alone a tracking number. GRP responded promptly, providing me a UPS tracking numberdespite the part being advertised as shipping for $6.99 via "Fedex Ground (2 days)". On Tuesday, 08.18.20, UPS tracking info stated the order was out for delivery by 9:00 PM. It wasn't delivered until 12:36 PM the following day; thus, 3-day (not 2-day) shipping. On Wednesday, 08.19.20, at 2:30 PM, I received an email from GRP notifying me that *** had delivered the order. Fortunately, the assembly (which includes a two-wire adapter for a four-wire plug such as for the model of refrigerator I have) worked. Including shipping, GRP had the lowest price among two or three competitors.
Thank you for your review. We appreciate your praise about our prices. We know customers have many options when considering appliance parts, so we are humbled you chose to shop with us. In relation to shipping, our preferred carriers are *** and *** but we reserve the right to use the carrier of our choice. We do not guarantee shipping dates, but we do provide delivery date estimates at point of sale. We find that packages typically arrive on time; however, a few orders may take an extra day or two before being shipped. Our inventory spans across the continental US, and we do our best to process your order from the closest warehouse to the proximity requested shipping address. We find it unusual that you had an issue with a screw being added to your cart instead of the desired item. I will note this detail for when I meet with our office manager so that it is addressed. Once again, we appreciate the review and hope you will shop with us again for any of your replacement part needs.
I tried over weeks to get a refrigerator part so we did not have to buy a new one during the pandemic. I bought, I thought, from several sources who promised to send it, including from a large internet shopping entity, but got nothing. Then we tried one last time to go to genuine replacement parts. The right part arrived in DAYS. There are not many merchants like these anymore.
Thank you so much for your positive review. We are dedicated to customer service, and we love making our customers happy!
I'd shop other vendors before going with GRP. I ordered a refrigerator light from them costing me $160. It worked for about 1.5 months then went out. By the time I reached out to customer service they said it was past their 60 day warranty and couldn't make any exceptions. I wasn't asking for a refund, but merely a replacement bulb and was happy to pay for all the shipping. They still wouldn't make any exceptions, but needless to say I'm not happy about paying $160 for a light bulb they refuse to replace.
Thanks for writing. We regret to learn about your dissatisfaction and the outcome of your issue. On August 12, 2020, we made a request to file an extended warranty claim on your behalf with Whirlpool for your Kenmore 106.XXXXXXXX LED Light Board. Unfortunately, the manufacturer did not confirm approval as the warranty period expired when you contacted us for the first time. Your purchase was made on May 19, 2020, and although manufacturers typically offer a 14-day warranty period, we still reached out to Whirlpool almost three months later in good faith. We attempt to serve our customers in these situations by filing a claim on our customers' behalf; however, these claims go directly to Whirlpool. Genuine Replacement Parts is not the manufacturer. In fact, most of our policies and guidelines are identical to the manufacturers', and when they deny warranty claims, there is no way to appeal the decision. More on our policies can be found here: https://www.genuinereplacementparts.com/policies.php?return_policies
I purchased a replacement convection bake fan for my oven, it promptly blew out the oven control board. GRP wouldn't back the product.
Purchased a replacement convection bake fan for my Maytag oven, purchase order #XXXXXXX on 8/2/20, for $81.89. It is a simple installation, attach it to the back frame, then the fan blade inside the oven, then connect the pug to the oven plug. So no invasive wiring to do. Turn the convection bake cycle on and there was a big POP. Neither the bake or broil elements would work. Had an appliance repair person diagnose the problem and the control board had been blown out by the fan motor. Nothing else was wrong with the oven. I complained to Genuine Replacement Parts, followed their instructions to supply picture evidence showing the part, and oven model tag. They got back within minutes telling me that because the part was out of the box, installed, and the part would work it must have been something else that cause the control board to blow out. It is so obvious that the part must have sent a power surge to the board. How would anyone trust this part to function properly if a new control board was installed? Now I have to purchase a new oven in lieu of pending about $250 for a new board to be installed.
I've read some complaints about this companies return policy and not willing to stand behind their products on numerous review sites. Rather than just complain on one of these sites I thought it better to come to you at Revdex.com with my story. Hopefully people looking to deal with Genuine Replacement Part will read this and think better then dealing with them.
I would like a refund for this defective part and especially for all the trouble I went through supplying them with the information they requested, and have them pay for the return of it if they even want it back.
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Thank you for bringing this to our attention. I called, left a voicemail, and followed up with an email. We regret that our team was not equipped to investigate how or why your appliance failed after installation. When we inquired with our warehouse, I do not believe we conveyed the issue adequately, and therefore, a defective warranty claim was not made at the time. We have filed a claim successfully today. We will issue your refund.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company promptly provided us with a full refund that ha shown up in our credit card report. Awaiting to see if the compayt wants the part returned.
I don't know where really to start. I ordered a part for my appliance based on the model numer using this merchant website. The showed part number MHYXXXXXXXX when you put model number LG LFXXXXXXST. I ordered two parts just in case one gets damaged. I ended up receiving a completely different parts MHY XXXXXXXX which does not fit. I contacted customer service, they asked for a photos of the parts I received, the shipping label, my fridge model number and their part number label on the package. I though well if they asked for all of this I will be able to return these parts and get the right ones instead they sent me like 10 e-mails from 10 different people and they ended up forging my customer invoice to prove me wrong. The customer invoice they showed me is different then then the customer invoice I have. My advice is to completely stay away from dealing with this business go somewhere else.......I wish i've read others complaints before I purchased from them.....
Thanks for bringing this to our attention. It was a pleasure speaking with you this morning, and I enjoyed our conversation. Regrettably, we believe your order may have been mispacked. What this means is that the incorrect items were placed inside the packaging of a correct item. We believe this is why it was so difficult for our customer support team to address and understand the issue, and we realize that our support team may be able to benefit from a discussion about how to identify mispacks. Nevertheless, identifying this spring is a challenge. We are unsure if you received the clockwise or counter-clockwise springs; we recommend that you reach out to the manufacturer for more information. Based on our inability to identify what kind of spring you received, we have issued you a full refund.
Wrong Part, no way to return. I am out 105.60
I purchased a refrigerator door gasket from them back in June 27,2020. I have called over 14 times to try to find out about returning this gasket since it does not fit. I have sent emails that either are not responded to or do not go thru to their system. There should be some way of contacting this business. I charged this item on a credit card and it went thru so they will take your money. This is very frustrating! Invoice # XXXXXXX
I would like a refund on this part.
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Thank you for reaching out. It is regrettable that you were unable to get in touch with us by phone or email. Can you confirm which email address you were sending your correspondence to? Unfortunately, we do not have any record of communication from you other than on 2020-08-13 12:06:22. We are glad we were able to assist you with return instructions for the gasket, and you indicated that you were satisfied having received return instructions. If there is anything else I can do or offer help along the way, please let me know directly at ***@genparts.net or we can set up a time to speak on the phone.
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not know which email address I used. Emails were returned. Your on-line return program refused my order number. No phone calls went thru due to "covid" concerns as stated on your phone system. I am glad you gave a refund but I don't feel the problem was my fault and you subtracted shipping in the refund. This cost me 20.00 shipping for both ways to resolve this. I will review Revdex.com in the future before I buy.
Thank You, Revdex.com! I don't know if I would have received what refund I did without your help.
I ordered a replacement glass cooktop from GRP on 7/29. I received the package via *** within a few days. Unfortunately, the glass was badly broken making the part unusable. This is a glass cooktop surface, so it's mostly a large piece of flat glass with a steel mounting bracket fastened to the undersurface. The box it was shipped in was entirely inadequate to protect a large glass part- the part was strapped to a double-thickness piece of cardboard pallet on the glass side with some air-filled packing bladders stuffed-in on the undersurface side and then top and bottom. No styrofoam at all. No way will this part survive being shipped in a delivery truck. I notified GRP via email (the chat feature on the website is worthless, as other have stated) that the part was badly damaged and included pics of the damaged part, the shipping carton and the packing slip. They agreed to send out another part, and that I would hear in a couple of days about how to return the damaged part. It's over a week later, and I haven't heard from anyone about how to return the damaged part. I received the second part in a few days- this time from UPS- after reporting that the original was damaged. Unfortunately, same shipping method, same result-glass badly broken. I emailed the same day, again sending pics of the damage part. They apologized but told me that they cannot send out another part. I explained that the packaging is inadequate. I asked if I could pick-up the part from the warehouse, and I was told that is not an option. I asked to speak to a manager. No reply. The last email I received from the rep stated, "We will refund you once the shipping claim goes through." So, I have to wait until they get reimbursed by *** and *** before I get my refund! Are you kidding me?! During this ordeal, I've tried calling the customer service number several times between the normal business hours and get the canned recorded message about "high call volumes" and to call back later followed by a dial tone.
Folks, over 1/3 of the 121 reviews at the Revdex.com website of this company are 1 or 2 stars, and 90% of those are 1 star. My review makes number 43 of 1 or 2 star reviews. Their Revdex.com rating is a "C." GRP is very fast at processing and shipping parts, but based on everything I've read here, if anything goes wrong, you're in trouble, and that was certainly my experience in spades. If you can't find the part at *** or *** you may have to go directly to the manufacturer and pay an arm and a leg, but I can't recommend using GRP. No bueno.
Thank you for writing to us about your concerns. Left you a voicemail, as I am learning more about this issue and hoped to share some clarity about the process. These parts arrive to our warehouses directly from the manufacturer. The parts and their integrity are inspected upon arrival at our warehouses and are kept inside their respective packaging as they arrive. We will be sure to discuss the inadequate packaging with our warehouse teams, as the issue was a recurring one with your cooktops. We want to be certain to get this right, and I apologize it was difficult for you to get through to us on the phones. We realize the email process can lengthen or misconstrue an idea; however, we would like to clarify that once the damage claim is filed by our warehouse team and acknowledged by the carrier is when we refund. We realize that we can get better at servicing at our customers, and we have been taking steps to improve the way we interact with our clientele everyday. I have reached out to both warehouses where the parts shipped from to confirm that the damage claim was filed. In the meantime, please hold on to the broken cooktops in case the carriers request them back, as they may desire to investigate the claims. We realize this is an inconvenience, but is a necessity in the damage claim process.
You're adding insult to injury. I gave your customer service rep the times I would be available last week for a call, one of which was on Friday between 11am and 12noon (all the email correspondence I've received indicates that GRP uses the Central Time Zone, which I also live in, so I didn't bother to indicate a time zone). You called me at 10:12am on Friday, and, of course, I wasn't available to speak to you at that time. Since no one responded after I sent the times I was available, I had no idea whether anyone would be calling or not. And then you called at a time I wasn't available! I tried to call back in the afternoon at 3:44, and I was at least able to finally talk to a person for the first time. She told me the manager was unavailable, but she would have him call me back. I haven't heard back yet.
I don't understand your explanation: "The parts and their integrity are inspected upon arrival at our warehouses and are kept inside their respective packaging as they arrive." That sounds contradictory. You unpack them from the manufacturer shipping container, inspect, and then re-package in the same container? What are the chances that two glass parts would be damaged that badly after being shipped from the GRP warehouse after they were shipped from the manufacturer's warehouse without damage? Something is apparently wrong with either the inspection or re-packaging procedures at your warehouse.
And something is definitely wrong with both the communication from your customer service reps to you and to your customers. In addition to getting the return call at the wrong time, I was told I would hear from someone at GRP about how to return the original damaged part within a couple of days. It's been nearly 2 weeks since the first part was delivered, and I've heard nothing- it's still sitting in my garage in the original container. I got an email notification from the delivery company on Wednesday indicating that they were "out for delivery," so we were wondering if we were getting another cooktop sent from GRP, but it turns out they were just coming to pick up the second damaged cooktop for a return. I got no heads up at all from GRP. To date, no one has given me any idea how long the process of filing a shipping claim will take so that I can get my refund of nearly $500, which is why I contacted my credit card company, and they have launched an investigation. The complete breakdowns in communication are numerous and ongoing.
It was a pleasure speaking with you yesterday on the phone. I enjoyed our conversation, even though I wish the nature of the call was different. I was able to confirm credit on the cooktops and have addressed the manufacturer packaging issue which we spoke about. Based on these actions, I also issued you a full refund in the amount of $481.89. These funds should be available within 3-5 business days on your account.
I ordered a part on June 25th for my cook top. According to the package tracking it is sitting in Illinois and has been since June 30th. I have email Group support several times asking for my money back, them to send the part, or something and I cannot get a reply. DO NOT purchase from here if you expect to get good customer service because it won't happen. I am disappointed to say the least. I spent $40 on a part and they won't refund the money, nor send it out again even though they have admitted it is lost in the mail. Very dissatisfied!
Thank you for your review. We do not know why USPS has taken so long to process or credit this lost package claim, but we do believe you are owed a full refund, even if USPS's claim process has dragged on so long. Typically, USPS lost package claims do not last this long, even if lost packages are very unusual. We regret this happened and have refunded you in full. Please let us know if your funds are not available within 2-3 business days.
We ordered a faucet replacement for our reverse osmosis water filtration system. They delivered the wrong part several days past due. It then took 15 emails, ten photographs and constant back & forth between several support agents in trying to get a refund. They made us jump through a ton of hoops for a $70 refund, not to mention we had to pay return shipping. No return label was provided.
Dont waste your time or money These guys are awful!
Take your business elsewhere.
Great customer service, provided by Michael. Helpful, efficient, ensured I had the correct part. He was without a doubt the best customer service representative I have ever dealt with. Actually a delight and fun to talk with. Great job GRP with hiring him.
Thank you very much for your feedback! We appreciate your business and look forward to facilitating all of your appliance repair needs.
I order a new ice tray with auger for my Samsung refrigerator. Excellent customer service, no problems whatsoever. The new ice tray that arrived was as good as the original part that came with the refrigerator and work perfect!
Thank you for your feedback! We look forward to facilitating all of your appliance repair needs.