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Genuine Replacement Parts

210 W Hollywood Blvd Unit 241, Mary Esther, Florida, United States, 32569-7710

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Reviews Major Appliance Parts, Online Shopping Genuine Replacement Parts

Genuine Replacement Parts Reviews (%countItem)

I was sent the wrong product twice. Then customer service said they must not have the part, even though it is on their website.
I had spoken to customer service about a week ago about order #XXXXXXXX which I was sent a tube drain instead of the grommet I ordered. One person immediately saw the problem and sent me a new order, #XXXXXXX, which was suppose to include the grommet I originally ordered. I even explained how people tried to tell me I got the part I ordered even though I had sent proof of the different parts I ordered(different part numbers). To which they said they had no idea what they were looking at and apologized. I just got the second part and was sent another tube drain! The grommet part # is wXXXXXXXX! The tube drain number of the 2 tube drains I was sent is WXXXXXXXX. Clearly they must have the packing numbers confused or something! The small black grommet is roughly an inch long! I keep getting a roughly 1 foot long tube drain. Customer service then said if they try to send it again, I will likely get the wrong part again so they can't give me the original part I ordered. Even though it is on there website. Now I have to go through a return process and try to find that part from somewhere else. Through emailing them there were times they did not answer for a week.

Desired Outcome

I want the original part I ordered but that is not gonna happen apparently. So i want my money back which they are doing thankfully, however I have seen a lot of negative reviews on the return policy so I am waiting to see how rough that is.

Genuine Replacement Parts Response • May 14, 2019

I am so sorry about your experience with our company. I have just refunded you so please allow 3-5 business days for your back to process your funds.

I am simply trying to return a part that was ordered and is not the correct part for our stove. Return authorization is required and they refuse.
Order # 01JZXXXXXXX Date 2/17/2019, User 8693. Item: FRGXXXXXXXXX - Controllor.
The only documentation I have is the packing slip with the above information. I have been going around in circles with customer service for weeks trying to get a return authorization. Finally, I am told that I am past the 60 day return policy (from date ordered, not date received) and they will not take the part back. Part of the problem is that the email address shownn on the packing slip for "easy approval" is ***@genparts.net. The responding email address is completely different and was difficult to find in my email inbox of thousands of other emails. If this would have been resolved when I initially attempted the return, we wouldn't even be close to 60 days after the order. This is extremely unfriendly customer service and I am very disappointed all around, from selecting a part from their website that said it would fit our stove to the even bigger nightmare of trying to return the part for a refund. This should be simple, but this company has made it extremely difficult.

Desired Outcome

All I want is a return authorization so that I can return this un-needed part. We did not try to install it. We took it out of the box and could see that it looked different from the old part. We put it back in the box and then found out how difficult it is to return an unused item to this company. We would be happy to pay the return shipping and even a restocking fee, but just let us return the part for a refund. Is that really asking so much?

Genuine Replacement Parts Response • May 09, 2019

We always provide every customer a copy of their invoice. I have attached a copy of this customers invoice to show we sent it to the email address on file. Both of our support email addresses are also linked together so incoming or outgoing messages can be easily received. The addresses are purposely very similar so as to not be difficult to find for the convenience of our customers.

I have also attached a copy of the correspondence chain showing that the customer did not initiate any communication with us until 4/22/19 which was already past the 60 day return eligibility period. According to the tracking information (which I have also provided) the package was delivered on 2/20/19. Our return policy clearly states that no returns will be accepted past the 60 day eligibility period.
If the part had been returned on time, we would have gladly processed the refund. We should not be slandered for only upholding our company's policy.

Customer Response • May 10, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Whether they are able to find my original emails or not, I did send them emails in March, but never heard back from them. We are living in 2019. There is no reason that any person should have to jump through so many hoops to return a product that is not needed. It is not slander to say that I am not happy with the lack of customer service that I received from this company.

As I said, I'm happy to pay return shipping and a restocking fee to return this perfectly good part that has not been used. Is it really so impossible to make exceptions to "company policy". The only thing that I received with the package was a packing slip. The packing slip did not state that there was a 60-day return policy. I never received the Invoice by email confirmation. Failure to work with me on this is poor customer service - that is not slander. That is my opinion and I am entitled to state my opinion. Returning a product should not be this difficult.

Genuine Replacement Parts Response • May 14, 2019

Unfortunately, we are unable to accept the part back since the order has exceeded the 60 day return period. If it was our choice, we would have made an exception, however, it is the manufacturer who will not accept the parts back. We are under obligation to abide by their policy. I apologize for this inconvenience.

I've not received an update on my order...no email confirmation, and they don't answer. I'm glad I paid via PayPal so I can file a claim. I feel this website is a scam

Genuine Replacement Parts Response • Apr 30, 2019

I'm sorry you did not receive a confirmation email. Your order has shipped and we will send you a tracking link to the email we have on file. Customers are always welcome to email us for any questions they have. If we aren't able to answer the phone, the customer is prompted to email us.

I ordered a grill for my microwave. After I received my invoice, I noticed the quantity was 2. I only ordered one.
On April 1, 2019, I ordered a grill for my microwave. Upon receiving my invoice I noticed that the quantity was 2 and I only have one microwave. I immediately called and spoke to Angie about removing one of the grills and they said they could not find my purchase order, but will continue to work on it and change the quantity to one with a refund. This never happened. I received both grills. So, I have since been trying to contact GRP with no luck. Now the phone number says that I have dialed it incorrectly, therefore, I have no other way to contact GRP to get a refund for the extra grill that should have never been ordered in the first place.

Desired Outcome

I would like to return the extra part and obtain a full refund.

Genuine Replacement Parts Response • May 09, 2019

Customer reached out to us on a couple occasions through our customer service ticket system trying to return a duplicate item that he ordered on accident. We responded to all emails, however it looked as if he did not receive our responses. We sincerely apologize for not catching this sooner. Our primary support email has previously had issues with being flagged for spam. Our remedy for this is to send the customer an email from our private business email. So, we did follow up with the customer with one of our personal email accounts and sent return instructions on 5/9/19. The instruction state that once they have shipped the package, to provide us the tracking information for convenient processing. Once the part has completed the inspection process, we will provide the refund.

I have included a portion of our return policy and the return instructions that lays out specific procedures.

"When shipping, use a traceable shipping method that provides a return
tracking number and email us the tracking so that we can alert our
warehouse of the shipment progress. Be sure to keep this number safely for
reference. Once your return has been received, our warehouse
will inspect the item(s) to make sure it complies with our Return Policy.
Please allow 10-15 business days from the time item is received and
inspected to process the return.

Following these procedures will ensure that your return will be processed
in an efficient manner and credit will be issued promptly. If these
procedures are not followed, credit may be delayed or denied. For a
complete explanation of our Return Procedures, please refer to our
Terms and Conditions of Use which is published on our website."

RETURN AUTHORIZATION
All product returns require a Return Merchandise Authorization (RMA) number.
You may request a RMA number by contacting us via emailat ***@genparts.net or via chat during normal business hours. The return authorization number and our return address will be emailed to you. Do not return the item to the original address that it was shipped from. Please allow 1-3 business day for your return request to be processed.
RETURNING NON-DEFECTIVE ITEMS
Items must be new, unused and unopened. We do not accept the returns for any opened OEM items. The refund is contingent upon inspection of item(s) upon return. We will issue refunds for the product only minus the 25% restock fee (we usually do not charge the restock fee, but we do deduct shipping expenses and credit card fees form your refund).

SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See appropriate section for more information.
Our Returns Dept. will get in touch with you normally within 1-3 business days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.

Customer Response • May 10, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
I was not getting their replies, but I am now in contact with them.

If I could have I wouldn't have given them any stars! I have yet to receive my order. Even though they took my money...NO answer from the company, I have left emails and have called. No luck!

Genuine Replacement Parts Response • Apr 24, 2019

Looks like your package was returned to sender for an incorrect address. I do see that we responded to your customer support emails on 04/21,04/22, and 04/23 and a customer service rep emailed you from their personal email on 04/23/19. The responses may have went to your spam folder. We will make sure to have a customer service rep call you today and discuss how to move forward (either send a new part or issue a refund).

I returned a defective part and never got my refund.
I bought the main spraying pump for my dishwasher on January 19th 2018. It was a defective because it was missing a component and I couldn't use it so I returned it. The order # is XXXXXXX. I spent $148.88. I shipped it back on January 30, 2019 and paid $26.10 from the post office Culver City California. Receipt #XXXXXX tracking #XXXX XXXX XXXX XXXX XXXX XX.

Desired Outcome

I just want to report the incident and whatever you. If you can help in any other way that would be awesome.

Genuine Replacement Parts Response • Apr 25, 2019

Customer let us know the part they received seemed to be missing a component. We asked for pictures to confirm so we could either refund directly or authorize a replacement part be sent out at no cost for the customer. He then let us know it was too late for pictures because he already returned it. Since he did not wait for a Return authorization or return instructions, he shipped the package back to our corporate office where we do not accept returns. This severely delayed the return process since we had to ship it back to the correct warehouse. We are now waiting on the returns department to complete the refund and are expecting to hear back from them by the end of the week.

Customer Response • Apr 25, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the fact that it was delayed due to me not knowing how they're returns were handled. However, they have had more than enough time to refund me. I am not satisfied with their response because that's what they have been saying over countless emails and phone calls, that it's was delayed and that they are waiting on the return department. In my last email to them I stated that unless they had a definite date for refund that I would not respond and that I would go ahead and file a complaint with Revdex.com, needless to say I got no response. Until I am refunded, which I feel they've had enough time despite the setback, I am not satisfied with any response.

Genuine Replacement Parts Response • Apr 29, 2019

Customer has been just been refunded. Please note that it may take 3-5 business days for the bank to process. We apologize for the delay.

This company has no business ethics whatsoever! I ordered a dishwasher upper rack by model # (which is all the website indicates) and when I got it, it was the wrong part! After hours of communication by phone (3 Times) and e-mail (several times) I was informed in an e-mail that they admitted to having sent the wrong part. As I was trying to get them to pay for return shipping (because it was their error), I receive another email that they will not send a prepaid shipping label when they are not at fault, This is after the email that they admitted they were at fault!! They have been trying to dodge the bullet since I first contacted them. The manage named Johnathon told me that I needed to order the part by part number while the office told me that they only use model numbers for the part. This company needs to be reminded that when in the wrong they should take care of business accordingly and not take advantage of the consumer!!
I have grown tired of their nonsense and that is why I'm writing this! Something should be said in order to keep these poor business ethics from others. They sure do not set a good example for businesses across our country! I would recommend that everyone shop somewhere else and put these folks at the bottom of their list!!!
Product_Or_Service: WD28XXXXXX
Order_Number: 01KFXXXXXXX

Desired Outcome

Finish the job Send the prepaid sticker for the wrongly sent merchandise!

Genuine Replacement Parts Response • Apr 16, 2019

When a customer claims they received an incorrect part, we must follow certain protocols so we can provide a replacement as efficiently as possible. We request pictures of the part they received so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer. We also ask for a picture of the sticker label from their appliance so we can ensure they ordered the correct part for their model. Sometimes the photos will show the customer mistakenly ordered a part for the wrong model number which is not created to fit their appliance. Photo evidence is used to verify whether or not the wrong part was our mistake in order to authorize another shipment.

In this customer's case, we determined that the customer ordered the wrong part for his appliance. He ordered by part number (which is not recommended)instead of by the model number which is the only way that we can guarantee a customer orders the correct part. The customer is negating part of his whole complaint since he said that we told him to order by model number and he still got the wrong part because he ordered by model number. This is actually not the case. What actually happened is that he ordered by PART NUMBER - which we never recommend. Part numbers are often recycled through newer model generations so ordering by part number is sometimes not very accurate since you could be ordering a completely different part. This customer ordered the wrong part so we cannot provide a return shipping label for this situation. As stated clearly in our return policy (included below) return labels are only provided in the event of a shipping error.

Our Office manager provided all this information to the customer and also sent return instructions to continue with a normal return. He let the customer know that the wrong part was ordered and provided the correct part number so the customer could place another order if he so chose. The customer demanded a return label but his order did not qualify for one. Since this order is still within the 60 day timeline for returns, his only option at this point is to conduct a normal return for refund.

RETURNING NON-DEFECTIVE ITEMS
Items must be new, unused and unopened. We do not accept the returns for any opened OEM items. The refund is contingent upon inspection of item(s) upon return. We will issue refunds for the product only minus the 25% restock fee (we usually do not charge the restock fee, but we do deduct shipping expenses and credit card fees form
your refund).
SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See
appropriate section for more information.
Our Returns Dept. will get in touch with you normally within 1-3 buisness days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is
Buyer's responsibility and non-refundable. NO EXCEPTIONS.
Additionally, all items must be returned with original box and packing material.
Keep the manufacturer packaging in decent condition for returns. The use of USPS tape, duct tape, writing with sharpies, etc, will make the boxes unable to be
resold and will result in denial of your return and refund.
When shipping, use a traceable shipping method that provides a return tracking number. Be sure to keep this number safely for reference. If you choose not to use these services, you are responsible for any loss or damage to the product during
shipping.
Once your return has been received, our warehouse will inspect the item(s) to make sure it complies with our Return Policy. Please allow 10-15 business days from the time
item is received and inspected to process the refund.
SHIPPING CHARGES
Shipping charges are nonrefundable, except in the event of a packing error.

Customer Response • Apr 16, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
This business only accepts model numbers for the part number that they and only they have access to, therefore I DID NOT order the wrong part. I have no access to part numbers, but they do, and therefore they pick the part number for my model, not I. This is an apparent lie by them! If anyone gets online to order a part for their appliances, we the consumer only have access to model numbers and they assign the part number and pull the part and send it to the consumer. WE HAVE NO ACCESS TO PART NUMBERS>ONLY THEY DO! It's their mistake and then they won't pay for the return shipping because I had ordered a wrong part when they are the only ones that have access to the part numbers. Since when do the consumers have the knowledge of part numbers when ONLY THEY have that option. This company needs to wake up and stop lying to the world. My belief is that after reading all of the negative complaints in the Revdex.com file that this is a scam, and they are trying once again to look the other way and not do the business as they should. A very poorly run company! I'm afraid that my next step is to alert all social media such as Twitter, Instagram, Facebook and others. This should not be tolerated by any business that picks the parts, then sends the wrong part and blames the consumer for ordering a part that we have no access to!!! Unbelievable!! This should have been resolved immediately by sending a return shipping label as it was their wrong part that was sent. I photoed all info and then got an email from them (which I still have in my possession) admitting that they sent the wrong part and now they stand back and revise that email by stating that I picked the wrong part. I will be more than happy to attach that email as proof if requested. Please stop this loose cannon of a fraudulent business to exist any longer.

Genuine Replacement Parts Response • Apr 22, 2019

Our office manager has been in contact with this customer from the beginning. He has been repeatedly shown that he ordered the incorrect part and we fulfilled his order correctly. The premise of his argument stems from how he claims the Google search results showed the part he ordered. We let him know that our company is not responsible for any results that Google populates since Google stores historical data so is often not accurate. A simple search on our website with his model number does show the part listed correctly. In addition,when you search for the part that he ordered, it does not list his model as a compatible model for that part. I have attached the screenshot of our webpage showing this.

As stated in our return policy, the cost of return shipping is the responsibility of the customer except in the case of a shipping mistake. Our customers truly matter to us and we hold ourselves to a high standard of ethics. We are a reputable company that prides ourselves on our excellent customer service. At this time, if the customer would still like a refund, they need to return the part and the refund will be processed in 10-15 business days.

They sent me the wrong part for my refrigerator. Then when I tried to return it they kept asking me to send pictures of the part. I had to even send them pictures of the box. I am still waiting to see if they will give me a refund . Just seems a little over the top to be required to send 20 pictures of the wrong item and the box it was sent in. The original 10 wasn't enough.

Genuine Replacement Parts Response • Apr 03, 2019

Hi Stacey, we ask for this information to so we can ensure that the incorrect part was indeed sent. If the incorrect was sent or the part is labeled incorrectly on our site, we want to make sure we can fix this issue and pay for your return shipping. We only asked for 3 pictures and have not received them from you yet. If you could please respond to our latest email to you with your pictures attached as JPEG, we can finish helping you with your return.

Here is the initial email sent the simply explains what we needed
"'I'm sorry to hear you have received the incorrect part. In order to process a return and begin the warranty process, we will need some help from you.
We need a picture of the incorrect part you received, and a picture of the part number (usually located on the part itself, the box, or the packaging). We will also need a picture of the sticker label with your appliance Model and Serial Number. These steps are required by the manufacturer and we appreciate your assistance."

Customer Response • Apr 03, 2019

Hello,
I did respond to your latest email and they did in fact receive the pictures.. I also receive the instructions on the return requirements:
See below: So basically I have to wrap a 3 foot by 5 inch box in wrapping paper so I can write the return address on it. I am puzzled though because that same box I am not to deface already has a USPS shipping label on it. So technically the box is defaced. It seems like the return process is a little over the top. I am not even sure where to buy brown wrapping paper for shipping and how much would that paper cost . Maybe its not worth returning a part that cost 50.00. At this point it looks like it would cost more to ship back ..

Sincerely
Stacey

Please return all products 100% complete and sufficiently packaged
(preferably in its original packaging).

PLEASE DO NOT DEFACE/WRITE ON THE MANUFACTURER SHIPPING BOX! If you
need to wrap the box in plain wrapping paper, please do so to
protect the manufacturing shipping box!

All returns must be
properly packaged and shipped to protect the value of the returned
products and all items must be returned in saleable condition, packed
in the original box with sufficient packaging materials.

Keep the manufacturer packaging in decent condition for returns. The use
of USPS tape, duct tape, writing with sharpies, etc, will make the boxes
unable to be resold and will result in denial of your return and refund.

It is your responsibility for all risk of loss and damage to products being
shipped for return or replacement. Please fully insure return shipment in
case of loss or damage.

When shipping, use a traceable shipping method that provides a return
tracking number and email us the tracking so that we can alert our
warehouse of the shipment progress. Be sure to keep this number safely for
reference. Once your return has been received, our warehouse
will inspect the item(s) to make sure it complies with our Return Policy.
Please allow 10-15 business days from the time item is received and
inspected to process the return.

Following these procedures will ensure that your return will be processed
in an efficient manner and credit will be issued promptly. If these
procedures are not followed, credit may be delayed or denied. For a
complete explanation of our Return Procedures, please refer to our
Terms and Conditions of Use which is published on our website.

I'd give zero stars if possible. I ordered a timer for my dryer and they sent the wrong one. They won't do anything to make it right and it's their mistake!

Cancelled an order yet they shipped it anyways!
Called and cancelled an order because it was the wrong part and was told it was cancelled and that it hadn't been shipped or even put on a truck yet.
I asked for an email confirmation of the cancellation and they said no problem, I should receive one shortly but after an hour, nothing came. So, I called back but they wouldn't pick up. So I called from my husbands cell and a lady answered and I asked her for confirmation email and she said , yes it was cancelled and she would send an email. Today I have no email regarding the cancellation and they shipped the wrong part anyways. Shady business practices - they clearly screen their calls because every time I call from my cell no one picks up but If I call from someone else's phone someone answers immediately. Sad part is we were going to order the correct part once we heard back from the manufacturer, but now I will not do business with these folks as they knowing ship and charge for cancelled orders. SHAME on them.

Desired Outcome

The package is being rejected and returned to sender and a full refund is requested. I should not pay for shipping because the order was cancelled before it even got pulled from the warehouse. $107.88 refund requested.

Genuine Replacement Parts Response • Apr 04, 2019

Customer called to cancel her order but unfortunately, it was too far along in the shipping process and could no longer be stopped. Our customer service call center is located geographically separate from the warehouse so when we are talking to a customer on the phone for a cancellation, we then contact the warehouse to intercept the order. We are trusting the loading dock to get the message before the order is shipped. In this case, the part still shipped out and we needed to provide the return instructions.
Since our company name and address are on the boxes, we never recommend that customers refuse the package since it will get sent to our corporate office. We then take an additional step to ship the package back to the originating warehouse. This severely delays the return process and there is an additional risk of damage to the part itself. If the part is returned damaged, the refund is denied. Instead of refusing the package, we have them follow our normal return instructions that contain a pre-approval authorization number.
This return was processed and credit given but the customer conducted a dispute with paypal in an effort to retrieve the full refund without having to pay for return shipping. Her full refund was awarded through Paypal on April 1st.
At this time, our policy only allows for return labels to be sent in the event of a shipping error. We sincerely apologize for this inconvenience.

Ordered a part from this business, it doesn't fit, package was never opened. Requested refund as instructed on invoice. Never heard back from them.
I ordered a part form this business and when received it was not the right part for my fridge. I email them as instructed on

Desired Outcome

I ordered a part from this business, the product I received does not fit my fridge. I emailed them as instructed on the invoice for "easy approval of unopened/unused items". They then requested pictures of the part they sent me and my appliance model/serial numbers. They said it was needed to start a return claim. I sent to the pictures on March 14th; approximately 2 weeks ago and as of today I have yet to receive the address to return this part or any information about my refund.

Genuine Replacement Parts Response • Apr 02, 2019

Customer emailed us to say that she ordered the wrong part to fix her appliance. The customer service agent responding to her ticket misunderstood and thought she meant the customer was sent the wrong part by our company. When a customer receives an incorrect part, we must follow certain protocols so that we can provide a replacement part as efficiently as possible. We need pictures of the incorrect part to be sent to us so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer.
We actually didnt need pictures in this case since the customer admitted up front to ordering the wrong part. All we needed to provide was return instructions which would have eliminated a couple emails and effectively a couple days off the the return timeline.
We are now waiting for the manufacturer to send the return approval with the return instructions so we can forward to the customer.
We apologize for the misunderstanding and the delay this has caused. Company management has been notified and are taking steps to prevent this in the future.

My order states that it is still processing however, I was charges $373.06 for the wrong item. I tried to call and email but they did not respond.
On March 15, 2019 I thought I was purchasing a replacements Samsung dryer drum, model number DV42H5600EW/A3 however, when the item arrived I was already shocked because on the website, genuinereplacementparts.com, it indicates that my order is still processing. That being said I was charged $373.06 for the wrong item. I was sent something that appears to connect to something else in three different directions, but most definitely not a dryer drum. The order number for my purchase is XXXXXXX and again it still reads processing. I tried to utilize the email address available on the website however, I did not receive a reply and I utilized the phone number provided by the Revdex.com's website for the company and yet again I have not been able to speak to anyone in this regard. I am looking for a full refund as well as the cost of shipping the incorrect item back to genuine replacement parts. I would also like to add that the only reason my active duty husband and I went through this company was because we were hoping not to have to spend about $800 out of our tax return on a new dryer because we cannot afford one otherwise.

Desired Outcome

As previously mentioned in the last thread I am looking for a full refund of the $373.06 that was taken out of my account and a prepaid shipping label to be sent to me via email, ***@gmail.com, or one waiting on me at either a UPS store or a FedEx store so I can ship that incorrect item back to them. I do not want to keep the item that was sent to me because it was not the item that I agreed to when I completed my order, which again still states processing on the their website.

Genuine Replacement Parts Response • Mar 28, 2019

Hello ***,
I want to sincerely apologize to you on behalf of all of us here at GRP for your incorrect order. We did provide a full refund so please allow 3-5 business days for your banking institution to release the funds back into your account. We are still in contact with the manufacturer to see if they need the incorrect part sent back. If they need it back they will email you a return label. Thank you so much for your patience and understanding.

Five phone calls and no luck in getting information on how to return a part that I ordered. The part hasn't even been opened. It is the wrong part.
Purchased 3/11/19. Ordered part for Sears Dishwasher. I didn't receive a confirmation email from them. The part sent is for Whirlpool, is WAY too big. (part # WPXXXXXXX) I have called for 5 days straight. They want a picture of it. I said it is what you sent, I didn't even open it. Then I get the run around about having to have the return go through the Warranty Dept. That is takes 24 - 48 hours for an email to come. One day, the girl said she sent the email. I continued to talk to her for 15 minutes... still no email with information on how to return the part.

Desired Outcome

I want to return the spring and a credit on my credit card.

Genuine Replacement Parts Response • Mar 21, 2019

This customer initially emailed us on 3/13/19 to start the process for a return. We responded to every email with an update however, she was not receiving any of our replies. She did call and got through to our customer service line so we were able to let her know we were requesting the return authorization number. The RMA and return instructions are normally sent within 24-48 hours but technical issues at the warehouse delayed it by another day or so. We were able to send the instructions to her on 3/20/19 so now once she sends the package according to the instructions, we will process her refund within the 10-15 business days.
The customer claimed she was sent an incorrect part and wanted to return it for the correct one. When a customer receives an incorrect part, we must follow certain protocols so that we can provide a replacement part as efficiently as possible. We ask for pictures of the incorrect part to be sent so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer. Sometimes the customer will mistakenly order a part for the wrong model number which is not created to fit their appliance. Photo evidence is used to verify our mistake to authorize another shipment for accounting purposes.
The customer did not provide pictures so we could not just ship out another part. If she had provided pictures showing that our company shipped her an incorrect part, we would send her another at no cost to her. Now, she is responsible for return shipping as stated in our return policy. Here is an excerpt below discussing the specific procedures.

RETURN POLICY:
PLEASE DO NOT RETURN PRODUCTS TO OUR CORPORATE OFFICE without contacting us and getting the correct address to mail your return to, you will also need an RMA Number that we will provide to you, so that we can properly identify your return for quick processing. Please contact ***@genparts.net in order to start the returns process.

RETURN AUTHORIZATION
All product returns require a Return Merchandise Authorization (RMA) number.

You may request a RMA number by contacting us via email at ***@genparts.net or via chat during normal business hours. The return authorization number and our return address will be emailed to you. Do not return the item to the original address that it was shipped from. Please allow 1-3 business day for your return request to be processed.

Our Returns Dept. will get in touch with you normally within 1-3 buisness days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.

Customer Response • Mar 22, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for your help!!! I was getting no help from the company. Since I didn't get a confirmation email of my intial order, I am not sure if they sent the correct part. Needless, it didn't fit my dishwasher. Their return policy is not available when you order. For anyone ordering, please check out their return policy: http://www.genuinereplacementparts.com/policies.php?return_policies
Quite different from what they provided to Revdex.com.
I mailed part back and hope to get a refund.

On 2/10/2019, placed an order via website, and merchant charged credit card on 2/12. Haven't received order and merchant won't refund credit card.
On 2/10/2019, I placed order #XXXXXXX for $52.83, and my credit card was charged on 2/12. This order was for GE Part #WB23K5052 Infinite Control Switch. On 3/2/2019, I contacted the merchant via email because the order had not been shipped according to the tracking information on their website. I asked that the order be cancelled and my credit card refunded immediately. On 3/4/2019, the merchant replied via email that the part was already palatalized for shipping and a tracking number would be available later that day. On 3/6/2019, I sent another email indicating that there was still no tracking number on the website and again requested that my credit card be refunded. On 3/8/2019, I called the merchant and spoke with *** This time I was told the order had shipped that day and a tracking number would be available shortly. I called the merchant again on 3/18/2019 since I still had not received the order nor has my credit card been refunded, I spoke with *** who told me this time that she would need to contact the warehouse. I keep getting the runaround from the merchant. "Oh, the order has shipped, so we can't cancel it." At this point, it's obvious the order has NOT shipped, nor is it ever going to ship. I am reporting this business for fraudulent business practices since I was charged for an order that never shipped, and the merchant has yet to refund my credit card after being asked to do so on 3 separate instances.

Desired Outcome

I want my credit card refunded for $52.83 since I did not receive the merchandise ordered.

Genuine Replacement Parts Response • Mar 19, 2019

Customer placed order on 2/10/19 but never received the part. They contacted us nearly a month later to cancel the order due to never receiving it nor any tracking. Unfortunately, it was too late to cancel the order since the package was shipped on 2/13/19 according to the information provided by the warehouse. We have started a lost package investigation with the freight carrier and have also refunded the customer on 3/19/19. We sincerely apologize for the level of service this customer experienced and the inconvenience that was caused.

Customer Response • Mar 22, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
My credit card was refunded for $52.83 on 3/21/2019.

This is ingenuine or dishonest company!
Do not buy anything or do any business to support this company. I ordered a replacement part based on the company's website description guaranteed to fit but the part does not fit. I email them the comepany's website page showing the incorrect and misleading description and requested a full refund including the shipping cost. The company turned me into endless circles and had more 8 different customer service staff asking the same information over and over again but refused to admit their mistake of providing misleading and wrong information to the customer for buying their products. I will file a formal complaint shortly.

Ordered 4 parts, one of the parts they sent was incorrect
Ordered 4 parts for a dishwasher from Genuine Replacement Parts. I received 4 parts, but one of them was not the part I ordered, not even for a dishwasher. Ordered part #WD8X228 but received part #WCIXXXXXXXXX. I have been emailing back and forth with them for over 2 weeks. Every email I sent was responded with them asking for more information, often asking for the same information multiple times. Now they have stopped responding completely.

Desired Outcome

Either send the part that I ordered (#WD8X228) or refund my money.

Customer Response • Mar 07, 2019

Business sent me the part I needed. Complaint has been resolved.
Thanks for your help!

Company will not refund full price as promised for a returned part.
I returned a part unopened for which I paid all shipping fees (both ways) and the company only refunded me 50% of the originally paid price. I was assured that if it was returned I would get a full refund but that didn't happen. The company will no longer answer emails.

Desired Outcome

refund of 14.78.

Genuine Replacement Parts Response • Mar 07, 2019

The customer returned their part and was expecting a full refund. We do not refund the original shipping cost($7.52) nor the sales tax ($2.36) on orders due to fees incurred by the company for shipping products. Every return is also charged a restocking fee up to 25% of the refund amount but in this case was only $5. Our return instructions are also clear in stating that the customer is responsible for return shipping cost. I have included excerpts from our policy below:
SHIPPING CHARGES
Shipping charges are nonrefundable, except in the event of a packing error.
RETURNING NON-DEFECTIVE ITEMS

Our Returns Dept. will get in touch with you normally within 1-3 business days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.

We are sympathetic toward the customer that the part was no longer needed however, the additional fees are not eligible for refund.

I am writing to let you know how much I appreciate the outstanding customer service that Ms. Diana of your staff provided me when I had problems with the refrigerator door gasket purchased from Genuine Replacement Parts. I must say the correct and prompt support extended by Ms. Diana was appreciable. She understood my medical condition which required a working refrigerator for proper storage of medications and provided service in an expeditious manner. She answered all my queries and was very polite and helpful throughout my telephone conversation. Her professionalism, her over extension of kindness and desire to a good job surpassed all my expectations. You have a great team member that make customers feel respected and valued. Competent and sensitive customer service personnel like Ms. Diana and your staff are the prize of the replacement parts profession. I appreciate the way you have trained your employees to deliver such satisfying levels of customer service. You should feel proud of possessing such great human resources, who can bring in such goodwill for your company. You can be rest assured that I will continue to maintain business relations with Genuine Replacement Parts for years to come and recommend your company to all my friends and family.

Very Sincerely,
Godfrey

Genuine Replacement Parts Response • Feb 22, 2019

Thank you so much for taking the time to reach out to us. We value our customers and I am so happy to hear you received excellent customer service. Diana is a valued member of our staff and will be recognized for her outstanding service.

Returned item to company on 1/2/19. No way to speak to anyone at the company about the return. Item was received by company. No refund as of 2/19/19
Purchased online 12/15/18 (1) Trim Kit for Jenn Air stove. Item #JGS145ODB1. Order number XXXXXXX. Paid by Master card ending in 9481. $84.89 for item, $5 shipping via UPS. Item did not fit our appliance as advertised. Attempted several times to contact company using their website. Received a "No available representatives" message when inquiring to get assistance with return/exchange.
Repackaged item and returned it via USPS on 1/2/19, along with copy of original receipt and a letter requesting a refund of payment, since the item did not fit our appliance as advertised on the site. Item was received by Genuine Replacement Parts . January XX XX:XX am Delivered, Individual Picked Up at Post Office in MARY ESTHER, FL - Delivered Fri Jan 11 2019 - MARY ESTHER, FL
As of today, 2/19/19, I have not heard from Genuine Replacement Parts about the return, nor have they issued a refund to my credit card for $84.89.

Desired Outcome

I want $84.89 refunded to the original method of payment (Mastercard ending in 9481 as acknowledgement that the part they sent me was not as advertised, and that they are in receipt of the items.

Genuine Replacement Parts Response • Mar 01, 2019

Customer returned the item without reaching out to our customer service department for the full return instructions which includes the correct address. Both the invoice and packing slips contain information about the return process. The package was sent to our corporate office where we do not accept returns. This forced us to ship the package back to the correct warehouse so they could process the return. These steps severely delayed the refund. The customer was refunded on 2/18/19 minus the extra shipping cost incurred by the company.

Customer Response • Mar 04, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I did attempt to reach GRP customer service department online and was directed on three different occasions to a "Live Chat" feature. After posting that I was contacting the company about a return, I received messages "All customer service agents are busy serving other customers", or else simply blank air.
There was only one address on the packing slip, which I included in the original packing when I returned the item to the address on the packing slip, at the cost of $20.
Given that I DID attempt to contact GRP about how to return the package but to no avail, and given that the part DID NOT FIT our stovetop, as was advertised on the GRP site, I want the $20 GRP claims it had to spend to send the package to another location, refunded to my credit card.
GRP sold a product that did not perform as advertised.
GRP was not responsive as to how to remedy the situation.
The item was returned to GRP within a reasonable period of time, undamaged, therefore, I want the full refund of the price of the product.

Genuine Replacement Parts Response • Mar 11, 2019

Customer claimed to have made attempts to reach our customer support line through the live chat system. The attempts to reach us were made during a time of high call volume since they received our message "All customer service agents are busy serving other customers". So regrettably, we were not able to accept their chat most likely due to all our chat lines and phone lines being busy. A couple chat attempts that were not able to be accepted are not treated as a credible effort to reach our company. Customers are always able to reach us through our email where we could have provided return instructions. Here is the excerpt from our Return policy:

RETURN POLICY:
PLEASE DO NOT RETURN PRODUCTS TO OUR CORPORATE OFFICE without contacting us and getting the correct address to mail your return to, you will also need an RMA Number that we will provide to you, so that we can properly identify your return for quick processing. Please contact ***@genparts.net in order to start the returns process.

We are sympathetic that the part did not fit the appliance however, its possible that the customer ordered the incorrect part. Many times, customers mistakenly order by the incorrect model number. We only refund return shipping in the event of a shipping error. When a customer claims they were sent the wrong part, we need to verify that is indeed the case. The protocol requires us to acquire pictures proving that it was our mistake and the customer didn't just order the wrong part. Here is the excerpt from our policy discussing the process:

RETURN AUTHORIZATION
All product returns require a Return Merchandise Authorization (RMA) number.

You may request a RMA number by contacting us via email at ***@genparts.net or via chat during normal business hours. The return authorization number and our return address will be emailed to you. Do not return the item to the original address that it was shipped from. Please allow 1-3 business day for your return request to be processed.

Our Returns Dept. will get in touch with you normally within 1-3 buisness days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.

If there was an email submitted, we would have asked for pictures to verify we sent the wrong part. This way if we did indeed send the incorrect part, we would have provided a full refund.

At this time with no verification of fault on our part, we cannot provide a full refund as laid out by our return policy.

Trying to return Icemaker. They don't answer emails (three) they didn't answer phones and their online chat is
Trying to return a Whirlpool Ice Maker not needed or used.
Punched 01/02/19
Part number G16FARXXY08
Pick ticket XXXXXXX_01
WPL WXXXXXXXX
PO number XXXXXXX
Payment by credit card
$81.89 sub total
5.00 shipping
4.91 Fl sales tax 6.50%
91.80 total

Desired Outcome

Give me an RGA to return product and credit my credit card

Customer Response • Feb 20, 2019

I got the return authorization about an hour ago.
Thanks for your help.

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Address: 210 W Hollywood Blvd Unit 241, Mary Esther, Florida, United States, 32569-7710

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