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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Received the wrong part, GRP wouldn't replace it or refund me.
On 8/17/18, I ordered a replacement oven bake element and GRP sent the incorrect part. I contacted them the day I received it and realized it would not work. They had me take photos and email them to confirm it was indeed the wrong part. They sent me info on how to return the part but did not offer to send the correct part I had originally ordered. Over the next few weeks, I attempted to contact them (email) a handful of time before returning the part to see if they would be sending the correct one. I did not receive a response, so I went ahead and returned the part according to their very excessive & unusual instructions. It cost me over $20 to ship the ~$30 item back. I tracked that my package had been received back at GRP, but never heard from the company regarding my return or a refund. I again emailed them to inquire about my return and they stated that they could not refund me because it had been more than 60 days. I only had to wait that long because they failed to respond to my several emails. I was in touch with an associate named Cody at GRP. I am still waiting on another response.
I would like to be refunded the cost of the part I ordered plus the return shipping.
Hi ***,
Im so sorry about the inconvenience of getting sent a wrong part and the delay in receiving your refund. Due to system issues, we will be sending you a check in the mail. Again, my apologies for this long drawn out process.
I had an issue with my first purchase from this company. FedEx made a huge mistake, and it started to look like a scam company. Something I have past experience with. After looking at all of the complaints here, I became very concerned. I contacted the company through their website, and received a response in less than 24 hours, telling me that FedEx were responsible for delivering the package to the wrong address in NY. I live in TN. The package was delivered to me last evening, and is exactly what I ordered. I am now 100% satisfied with the results of my purchase, and the way GRP followed up with me on it.
Hi *** thank you for your positive feedback. We take pride in assisting our customers quickly and efficiently. We look forward to helping you with future needs.
Have a great day,
Cody
Office Supervisor
I order Maytag washer parts on December 24th and was shipped Whirlpool parts on December 27. I immediately contacted the business via email, but had not received a response. I tried to make contact by chat session, was told a response had been sent, that I would have to provide photos of the return part and was not given return address contact information. The chat ended. I followed up on the issue this morning and notice that my request has been closed, even though it is noted that the wrong part was shipped. I've since order the correct part from another vendor and a refund from GRP. This business appears to be a scam and customer service is horrible. Please help to resolve this issue. I am due $119.00. Thanking you in advance. I have documentation to support my complaint.
Product_Or_Service: MAYTAG DOOR BOOT SEAL AND BAND
Order_Number: XXXXXXX
Thank you for your response. I attempted to log onto the website you provided in your email, but it is broken.
***More Information Recieved***
01/09/19
since filing I was requested to send a photo of the product I want to return. I dud. GRP then requested thr psrt number shipped. I fotwstded it. now they ste asking for a photo of the box with the part number before they will proceed. is this normal practice, I feeling harassed. Please include this communication in my file. thank you.
Refund PLEASE REFUND MY DOLLARS TO THE CARD IT WAS CHARGED. IF NOT SEND CHECK TO ADDRESS LISTED. THE SERVICER SHOULD NOTE THAT PHOTOS ARE REQUIRED FOR RETURNS.
Customer was claiming that they received the wrong part. We asked for a picture of the part number she received in order to verify the wrong one was shipped. The only picture she sent was of the overall part but the picture we needed was one of the part number. This is required by the manufacturer to verify that the customer ordered the correct part for their model and that we shipped the correct part to fulfill the order. After we requested it again, she sent a picture but it didnt come through as an accepted file. We asked her to send again as an attachment, however, she never responded. We cannot provide any assistance since it is against our policy to provide another part or a refund without proper verification procedures. She is still within the 60 day timeline so we could still ship out a replacement if she was to send us pictures or she also has the option to return for refund. If she can send us the pictures to prove that we sent the incorrect part, then we will gladly send the correct one.
She also asked us to send a shipping label for her return. In order for us to send a label, we would have to prove we sent the wrong part. Again, we need photo evidence.
Here is an excerpt of our return policy discussing the procedures.
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.
Additionally, all items must be returned with original box and packing material.
Thank you for your response. Pictures are attached and in this morning's US mail. If there was a return label sent out, you could examine it yourself. I am employed by the government, I need my refund. This is not a good business practice and I will continue to question the legality.
We verified through the photo evidence sent by the customer that we in fact shipped the correct parts. Maytag is owned by Whirlpool so even though the parts bear the "Whirlpool" name, most individual parts are shared between multiple companies under the parent brand. At this time, the customer is still within the 60 day return window so if they would still like a refund then they will need to follow the return process. I have already provided them return instructions which state once we receive the package back, they must allow 10 - 15 days for the refund to be processed. They are also responsible for return shipping cost since they did receive the correct parts.
They havnt refunded my money for a brand new unopened undamaged part I returned to them I even emailed a copy of ups tracking number to show part was
I order part from them for washing machine as soon as I ordered part they emailed me and said it would would arrive later than expected I told them to cancel order it would be to late they sent me return instructions I followed them accordingly to this day they have failed to return my money to me the part was brand new in the original packaging never even removed from box I even sent them a copy via email of ups tracking number and receipt to this day they having refunded my money they will not answer my emails all I want is my refund
I I want a refund that they owe me
Hello,
I am so sorry about the delay in receiving your refund. I have just provided it to you back to your Paypal account.
Again, my apologies for the inconvenience this has caused you.
Matter has been resolved by business completley
Genuine Replacement Parts (GRP) knowingly filled my order with a part I did not order & that is not for my appliance; it has been difficult to return.
I ordered a bottom dishwasher rack for my LG LDS4821ST appliance from GRP on 10/05/18. The other item on the order is for the same appliance and works fine. The rack I received is labeled "Clarus Touch Dark Gray Lower Dish Rack Assembly".
I submitted a ticket on the GRP website requesting a Return Authorization (RA) but did not receive a response. On 10/15/18, I called (877) 968-4335 spoke with Diane. Diane was able to locate my order in the system and said the part number I ordered was discontinued so GRP had sent a substitute. I advised the substitute does not fit my appliance and wanted to return the wrong part for a refund.
Diane was able to find my ticket in the system and stated they had responded by email with a RA. I advised I did not receive an email from support and asked her to confirm the address. She read back the email address on file and it was ***@gmail.com. I advised my email is ***@gmail.com. I must have struck the wrong key when I entered the ticket which is why the RA was never received. Diane said she would update the email and send me the email again "shortly". I never received an email. I tried to call the Customer Service number several times to follow up, but continuously received their automated phone message.
I gave up trying to contact GRP and tried the number on the shipping label, V & V Appliance Parts (PH: XXX-XXX-XXXX). I called at least three times between 10/2018 & 11/2018. On 11/29/18 I spoke with Ryan. The result was that V & V is a distributor and cannot facilitate the RA because I ordered through GRP, and GRP placed the order with V & V. He also researched the part I ordered, and the part GRP ordered for V & V ship to me and confirmed GRP did in fact order the wrong part. He referred me back to GRP and said I should call (877) 968-4335. I thanked Ryan for his help and stopped calling V & V for help since they are the distributor. I tried GRP three more times on the 29th & received their automated message each time.
Today, 12/13/18, I found GRP's Chat option. I was connected to Garrett, who after reexplaining everything from the past two months, advised that GRP has a 60-day return policy, which is now past; GRP will not return the item. I advised Garrett that would make sense if GRP had sent the item I ordered, they did not. They charged me for a part I did not order. They did not contact to say the item I did order is/was not available. Garrett advised there is a warning on their website that states the item I ordered is discontinued and they would not issue a Return Authorization or refund.
I went back through the GRP website workflow of placing an order for the same item that I ordered to see if there is an alert that the part is discontinued. There are no alerts, and the same part order acknowledgment pops up when you place the order. The website shows 1 item in stock, available to order of LDS4821ST Lower Dishrack Assembly - Genuine OEM for $124.89 + tax (as of today 12/13/18).
GPR knowingly sent me a part I did not order and charged me for it. I have made efforts to return the wrong item for a refund with no success. GRP now states that they will not refund me past 60-days. Their Return Policy online clearly outlines that items will not be refunded after 60-days from RECEIPT (estimated delivery on my order was 12/11/18) and that "...honesty is the fastest and best way to handle things. It doesn't have to be difficult, just tell the truth, we want to help you!" At this point, the fact they knowingly sent me a wrong item and took my money, and have managed to push the efforts to make a return up to and past the 60-day mark is, in my opinion, bordering on thievery and fraud.
I am filing a dispute with my credit card company alongside this complaint. If GRP comes through with a refund, I will cancel it.
I would like to receive the money back for the "LG LDS4821ST Lower Dishrack Assembly - Genuine OEM" on my order that was not sent to me; it is a partial refund because the second item on the order (LDS4821ST Silverware Basket Assembly - Genuine OEM) is correct and works well in my appliance.
Document Attached***
The attached is our communication to the customer on 10-15-18. She did not respond, or reach back out to us until 12-13-18.
Per our return instructions, https://www.genuinereplacementparts.com/policies.php?return_policies, that are available on our website, any part that is returned after 60 days can not receive a refund. This part was delivered an 10/11/2018 and is not eligible for return. The customer did reach out to us on 10/15/18, and we offered to send return instructions, but did not receive a reply from the customer. Had the part been returned within our 60 day guideline, we would have been happy to offer a refund. At this time, there are no exceptions to our returns policy.
Document Attached***
Photo of the label on the rack with the part number clearly printed...
(The consumer indicated he/she DID NOT accept the response from the business.)
The attached screenshot states I want "number 3751DD1001C but received 3751DD1001B. Part 3751DD1001C is discontinued..." The label on the rack I received is "3751DD1001C. If this is a discontinued part, how am I in possession of a part with this number on it?
The attached screenshot confirms GRP sent a a substitute part that may not fit my appliance. I did not order a part that "may" fit my appliance and sure did not click the box acknowledging a "possible" match on a discontinued part. GRP elected to send me something I did not order, and is billing back the shipping cost to return a part I did not order.
The additional "Reply to Customer" states "We CAN send you return instructions and get you your refund, but the shipping price will have to be at your expense." This is not confirming GRP SENT the RMA and return instructions; it's recapping the notes from the phone call. The notes from the phone call state I DO WANT TO RETURN the rack. This screenshot also does not show the email address to confirm Diana updated my account, as I previously stated my email address was originally entered incorrectly.
The part I did order is still available on the website, no disclaimers.
A simple call to say "the part you ordered was discontinued and cannot be sent" would have prevented hassle and lost time/money for myself and GRP.
Very sad a business operates this way. I would consider it a mistake, but reviewing the other Revdex.com complaints recently, this is an on-going business scam as other consumers are experiencing the same things I have in dealing with GRP recently.
After further review by management, this account was mishandled. A full refund for the part has been issued. We apologize for any inconvenience this may have caused.
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a phone call from the Office Manager, Cody, on December 18, 2018. He offered an apology and refunded my money on the part, which has been received back in my account. He also advised he contacted the distributor and they would not be taking the part back, so it does not need to be returned to either agency.
I thank Cody for his humanity on the phone - it came across that he eagerly wanted to help resolve the situation during our conversation.
On 11-8-18 ordered y substain board #EBR7728780 paid $63.88 including shipping.Received buffer board instead.Tried to contact company for correct part or refund. It's been over a month and still no response from this company.This company should be closed to prevent future deception.
Product_Or_Service: PC BOARD
Order_Number: 1225883
Refund REFUND OF ORDER #2187547 IN THE AMOUNT OF $63.68
Contact Name and Title: Cody Office Supervisor
Contact Phone: 8779684335
Contact Email: ***@genparts.net
We are so sorry you had this experience with our company. Our support team did try to reach back out, but it looks like you didn't receive their response. Nevertheless , this should've been escalated to our Escalations team so we could have contacted you via phone call. We will happily send return instructions and send a return label to help start the return process so we can issue a refund. I have left you a voicemail on the number in your account. Please call me back or respond to my personal email that is stated in the voicemail.
Again I am so sorry that you have had this experience and I will work to rectify this situation. Thank you for bringing this to our attention so we can better serve future customers.
We purchased the wrong part and have been unsuccessful in getting company to respond to us so we can return it for a refund.
We purchased two parts on November 25, 2018 for our Samsung oven/stove (Model #NX58M6630S). Order No 2195061. 1-Part WP5504M003-19 ($160.89) & 1-Part DG60-00563A ($142.89). Paid online by credit card ($303.78).Neither part fits the stove. November 30, 2018 requested return of first item. I have tried telephone/chat/email to get label to return the product. Telephone says to use Chat or email. Chat doesn't respond even during "open" hours. Have not received an email response. We subsequently purchased the correct product from Samsung. We need to return the product and get a refund.
We would like to immediately return the product and receive a full refund.
Customer was not receiving our email responses. We emailed from a personal email since the system emails were not going through. We emailed on 12/5/18 providing her with return instructions to process for refund. We are now in contact with her and will be able to provide assistance from this point forward.
Business refusing to refund customer stating part had been used however it was not.
Order #XXXXXXX placed on October 9, 2018. Item was supposed to be shipped within 3-5 business days however took 10 days to arrive. When part arrived, I took it out of the box, compared with the non-functional part that I had, and realized that I had not ordered the correct part so it was repackaged and the company was contacted for return instructions. Due to the hurricane, their response was delayed but the item was finally shipped via USPS on October 24, 2018 to their returns facility in Youngstown, OH. I received notification on November 29, 2018 that the facility deemed the part as "used" and refused a refund. At my request, the warranty department said they "completed a second opinion" but continued to refuse refund, per the customer service rep with whom I had been dealing via email (Diana). The part is 100% unused as stated above and a refund should be issued. Thank you.
Full refund of initial part purchased ($166.89). I did have to pay for shipping when the part was returned however I am not requesting refund for that cost unless the business is willing to reimburse.
According to the tracking information, the part was delivered to customer on 10/10/18. The customer then contacted us on 10/17/18 admitting that he ordered the wrong part. We provided return instructions even though the part was a control board. We normally do not readily accept control boards for refund due to the sensitive equipment but will make exceptions if we feel the situation is warranted. We were under the assumption that this part was unused since he admitted to ordering the wrong one. When our returns department inspected the part they found that it had been installed. This is the response that we received from them:
"The way we know that it was installed is because there were terminal marks.
When a control board is installed and then removed there are distinct
terminal marks or scratches left on the male end of the part."
We then let the customer know that the part was ineligible for refund due to the condition that it was returned. As stated in our return policy, all returns will be inspected for damages and to ensure they are in new and unused condition. Here is the excerpt from our policy discussing the return of electronic control boards:
"We DO NOT accept returns on OPENED electrical / electronic parts
NO EXCEPTIONS WILL BE MADE
If you plug in the part, or open, or tear or unseal the plastic or protective wrapping on an electrical or electronic part, we will not accept the return of the part for any reason. These parts are not for DYI customers. Instead of using proper diagnostic procedures, some customers resort to trial-and-error by swapping parts out to fix an electrical problem. Sometimes the replacement of one electrical/electronic component will result in the need to replace other electrical/electronic components. So when it doesn't work customers think it is defective. It is NOT. All these parts are factory tested prior to shipping. When parts customers have installed do not fix their problem, customers want to return them and try something else. Electrical parts are easily damaged by improper installation or testing therefore, we cannot accept returns on these items unless they are new, unopened and unsealed. If you plug in the part, this means you tried the part and so this constitutes as a used part and no longer returnable.
If you state the electrical part is defective, we will send you a replacement. WE WILL NOT ISSUE A REFUND. We will open up the warranty return for the defective item and request information deemed necessary to determine why the part is defective.
If the warranty claim is within the 14 business days from date item is received, then we will send out a free replacment. If it is after the 14 business days then you will need to return the item before we send out a replacement part.
Once again, WE WILL NOT ISSUE A REFUND. As stated before, too many customers use improper diagnostic procedures, install the electric/electronic part, thinking that it's defective, then wants to return and try something else or get a refund."
(The consumer indicated he/she DID NOT accept the response from the business.)
If the business is refusing to issue a refund, please return the part to us as we paid in full for it. The dates that the business claims are incorrect per my records. The grammar and verbiage in their policy is both unprofessional and inappropriate for a business to use with variable words/phrases in capitol letters and demeaning to a customer, especially to one who is honest in their efforts. After further reviewing the Revdex.com website, it is no surprise that there have been multiple complaints filed in the past several months against this business and I wish I would have researched the company further before purchase.
Hello, the returns department only holds parts for 14 days before they are discarded. I apologize for the inconvenience.
(The consumer indicated he/she DID NOT accept the response from the business.)
How can we reach a compromise on this issue? Apologizing for the "inconvenience" is not acceptable under the circumstances. What about a partial refund?
My purchase was on 11-21-18.Ordered 2 filters for my whirlpool above the stove microwave. Wrong item shipped. This company will not respond to me now!
I purchased 2 filters for my microwave. Instead I received 2 cabinet mounting nuts. I have tried contacting this company 3 times by email and 3 times by phone. No response from any of the attempts. At this point, I just want my money back.
I want a refund!
Supervisor contacted customer and apologized for delay in communication. Customer was not receiving emails from our level 1 team so our escalations team was not aware of this ticket until Revdex.com case was submitted. Supervisor provided refund on 12/3/18
They sent us the wrong part. Tried all the methods to contact them about the issue, but no replies back.
I found their site online through a search for I need for my range and they actually had it. I made sure to check and double check that the part/serial numbers and the picture they posted for the part matched the part I needed. It matched and I was so happy to finally found it and ordered it right away. The part came in 2 days from time of order (11/7/18) which was great, but when I opened up the box and saw the bag the switch burner came in it was obviously the incorrect part. I ordered Jenn-Air JED8430ADB Surface Burner Infinite Switch (for single burner) and they sent me a Whirlpool Part# W11088181 Infinite Switch. The part for Jenn-Air that I ordered was in stock and there was no indication that it was not. When I went to their site to check up on what the part they did sent me it supposedly said that it fits my range model JED8430ADB, which is not true. The dimensions don't match and it's not compatible in any way. I tried to call them at their 877-968-4335, but after a few rings the automated system answer telling me I should email or chat with them online then hangs up. I went online to their site and used their link to email them (auto populated with "[email protected]") my issue. Waited, no response on 2nd day of waiting so went back and email them again. Again, no response. Today, I went back to their site to see if I can chat with their support online and been waiting for over an hour and still nothing. I think noticed their chat told me to email them at "[email protected]". Why do you have 2 different email address in different places and which is the correct one to contact? What kind of service is this when you can't even contact the company with their posted contact information? Seems like they're quick to take your money and don't want to deal with you when something goes wrong.
I want a refund even if I have to return this part and pay for the shipping myself. Reading from other former customers this company won't pay for the return even if it's their fault. Horrible business practice.
See Attached Document***
Hello ***,
First off, I would like to apologize for shipping out the incorrect part. I would most definitely be frustrated myself if this had happened to me.
When a customer lets us know that they were sent an incorrect part, we follow verification procedures so that the shipping department can send out a replacement. This is why we asked you for pictures so we could verify that it was a mistake on our end. You did send us a picture but it was of the invoice from inside the box. The picture we needed was one of the part that you received and one of the sticker label off your appliance showing the model and serial numbers. These pictures are used to verify that the customer ordered the correct part for their model and that we shipped the correct part to fulfill the order. You are still well within the 60 day timeline so we could could still ship out a replacement if you were to send us pictures or the other option is to return for refund. If you can send us the pictures to prove that we sent the incorrect part, then we will gladly send the right one. If you just want a refund, please contact us by phone or by email and we will provide return instructions. One of my customer service representatives reached out to you by email in order to assist you.
Our email is [email protected] and our phone number is (877) 968-4335. I hope this helps, have a great day!
(The consumer indicated he/she DID NOT accept the response from the business.)
***Document Attached***
Here's the email that my roommate sent back to Garrett and the picture of our stove and its info.
Mr. Gattett *** was the person who emailed my roommate and she replied back with all the pictures that he requested. She even still has the email history of the sent email so I don't know why you would say we haven't responded back. I tried to email you at the email you suggested and never got a response from that official email, but rather from someone else's personal email. Also, you phone number you give out never gets answered by a real person and I call during your business hours when I tried. When you call in it rings a few times then an automated system answers just to tell you to either email or chat you instead. Your chat system is a joke! I was on there waiting for over 3 hours with not one single response even though it says there's support online and this was a Thursday at 9am PST! I can send you all the pictures you want, but in the end I just want a refund and send the switch you sent me back to you. I really don't understand why this is such a process to return something.
I called and spoke with the customer. After discussing the issue, I decided to issue a shipping label to send the part back, and to issue a refund once the customer verifies the part has been mailed. I hope this can rectify our business relationship and that our customer will use us in the future.
***
Office Supervisor
This company I believe its pulling a scam. If you order a part they will send you the wrong part. I spoke to a guy who's name is Garrett, I explained to him the problem he told me to send it his office when it was on it way he told me another process, When I tried calling he there was no why to get in contact with him I ask to speck to a manager. He told me there was none that I can talk to. I keep calling and no one is picking up the phone or answering my emails. If you look online you try to give a poor rating you can only submit a good ratting. It will not go throw if its a poor rating
Product_Or_Service: Part
Order_Number: XXXXXXX
Replacement Please I just need my money back
Customer ordered a part on 9/11/18. He originally contacted us by phone on 9/27/18 claiming that we sent him the wrong part and that he needed a replacement part since he already sent the old one back. Since protocall still needed to be followed, our customer service representative (Garrett) asked him to send picture evidence which is needed by the returns department. We never received the pictures that we needed for verification and there was never any further communication. Customer contacted us through live chat on 11/14/18 asking about his refund. We let him know that per our return policy which is posted on our website, we cannot accept a return or issue a refund on an order that is older than 60 days. Customer was upset because he tried to return the part but sent it to the incorrect address. He sent the part back without reaching out to obtain the correct return instructions first. The part was sent back to our corporate office where we do not accept packages. Garrett called him since he wanted to personally speak with someone. Garrett attempted to explain our policy with the customer but was still upset so asked for a supervisor. Our customer service Manager spoke to him to reiterate the return policy and procedures. He was still very upset but we were unable to help him at this point since the timeline had expired.
(The consumer indicated he/she DID NOT accept the response from the business.)
I ordered a part on 9/11/18. I quickly sent the part back with my loco post master. I also contacted the company by phone on 9/27/18 they sent me the wrong part I explained representative (Garrett) to the company that they sent me the wrong part and that I needed a replacement part since he already sent the old one back. I was still with in time and stressed that I really needed this part on that call I needed to travel to PR and take that part with me. He told me that protocell was to send it to customer service. The company is clamming representative (Garrett) asked me to send picture evidence which is needed by the returns department. How if the part was in route to their company? And on that call, So I couldn't send it back and on that call representative (Garrett) told me he would look out for the part. I was calling the company and again and again no answer. When I got back from the Island. I spoke to them on live chat on 11/14/18 asking about my refund. They told me that could not get my refund because of a 60-day policy. The representative (Garrett) on that same day called me after requesting to speak to him. I told him I was back and he promised he would help me when I got back. He portended not to know what I was talking about and that made me upset so I asked to speak to a manager. Manger would not hear me and told me I could not speck to anyone else. I feel that this company is doing this to other customer when you call them it hard to get through and will lag on a ticket till 60 day and they are controlling the reviews online something is wrong you could only post good review. This is frustrating because I feel takin advantage of.
Customer claimed we sent him the incorrect part. He sent the part back without reaching out to obtain the correct return instructions first. He sent the part back to our corporate office where we do not accept packages however, it still never arrived. It was returned to sender back to him during its transit. We normally ask for a picture of the part number from the part itself but were going to help him out and get it once it arrived here. We never received the part back to verify whether we had sent him the incorrect part. We also needed a picture of the model and serial numbers from his appliance which he had availability to but never sent. These pictures are all required for our return process which is outlined in our return policy. We had nothing to provide the returns department showing that the customer had recieved the wrong part. When customers follow the process in place, we can easily sent out a replacement part. We cannot justify sending out any replacement parts without verification and approval. Once he came back from his trip, the 60 day returns policy had expired. Our manager did personally speak to customer on the phone to reiterate the policy. It is our wish that everyone is satisfied and happy with our products and service so if the customer did in fact receive the wrong part, this is terrible news that we did not get the part in time to assist him in getting the right one out to him.
https://www.genuinereplacementparts.com/policies.php?return_policies
We ordered a replacement freezer ice maker for our GE refrigerator. This company sent us the ice maker from for the door.
We discovered that the incorrect part was shipped, we requested a shipping label to return the part. The customer support refused saying that the part was what the manufacturer called for. I looked up the part on the GE website, and that is NOT the case. This company simply shipped the wrong thing. We just wanted to return it. They indicated that they would not pay for shipping because the part could be used on that model, just not where we needed it! WTH!
We asked for a return shipping label. They basically told us to take a hike!
Hello Mr.,
I have attached the invoice from your order clearly showing that you ordered the door ice maker assembly. I even attached the webpage printout that you would have seen when you ordered your part with the exact part number on the box that you received. This means that you received the part that you ordered. I have also attached the correspondence between you and our company. We asked you for the pictures to see if the mistake was on our end. Since we saw that we actually fulfilled the order correctly, the only thing we could offer at that point was for you to return the part for refund. One of our customer service reps sent you return instructions and then you asked for the return label. I think the next CSR may have misunderstood your question so that might be why they resent you the return instructions.
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. We were also never rude or talked to you a such a manner that you described. This is evidenced in the attached email chain. Please do not discredit our company or put words in our mouth that were never intended or used. We are a reputable company that prides ourselves on our excellent customer service. At this time, if you would still like a refund, please return the part and your refund will be processed in 10-15 business days.
I was charged 3 times for a product I purchased from this company and they insist that it's my bank holding the money I'm owed but we spoke to our bank and they say it's the company holding the money. The first two charges were declined because we just moved and we have not updated our bank information but the third time was approved since I changed the billing address. But money was still taken from my account the first two times it was denied
Product_Or_Service: Suspension rod kit
Order_Number: XXXXXXX
Other (requires explanation) I would like the money refunded back to me aside from one purchase I made I would like the other two charges refunded back to me
Hello, On 10/09/18 our customer service supervisor emailed customer personally to provide clarification. He provided the printscreen of his three transactions. Here is a copy of the email conversation.Begin forwarded message:
On Oct 10, 2018, at 5:17 PM, *** wrote:
Well we spoke with our bank today and they said that your company has a hold on the money and there is nothing that they can do on their end
Sent from my iPhone
On Oct 9, 2018, at 9:30 AM, Connor *** wrote:
Good morning, I am sending your transactions with GRP. As you can see below, you card was declined twice and charged successfully the third time. Your bank has a hold on your funds at the moment and unfortunately the only way to get your funds released is to contact them with your transaction ID's.
I apologize for the inconvenience this may have caused you.
Declined (Authorization with the card issuer was successful but the transaction was declined due to an address or ZIP code mismatch with the address on file with the card issuing bank based on the settings in the Merchant Interface.)
Trans ID Invoice Number Trans Status Submit Date Customer Card Payment Method Payment Amount Settlement Date Settlement Amount
XXXXXXXXXXX XXXXXXX
Settled Successfully
05-Oct-2018 09:35:32
***, ***
M
XXXX1038
USD 63.88
05-Oct-2018 17:35:14
USD 63.88
XXXXXXXXXXX XXXXXXX
Declined
05-Oct-2018 09:34:16
***, ***
M
XXXX1038
USD 63.88
05-Oct-2018 17:35:14
USD 63.88
XXXXXXXXXXX XXXXXXX
Declined
05-Oct-2018 09:31:49
***, ***
M
XXXX1038
USD 63.88
05-Oct-2018 17:35:14
USD 63.88
We have in no way kept a hold of the funds from the declined transactions and would not have had anything anyway since the transactions were declined. We are not a financial institution and have no way to control customer funds. Banks are the only institutions that can hold money in that way.
Product advertised online linked to incorrect part. Company would not pay shipping for refund.
I ordered a refrigerator door seal online. A week earlier, I had ordered a replacement for the other side from another vendor. Both parts were located with by searching for the model number. I chose Genuine Replacement Parts because they had a lower price than the previous vendor.
The part search linked through google took me to a page showing a photo of my refrigerator and a description matching my needs, though no color was specified. Upon receiving, I immediately noted that that part was the incorrect.
I reached out both by email and phone to the company. They were willing to refund the purchase, but not to pay for shipping. The supervisor (Connor) laughed at the fact that it would cost more to pay for shipping than the part was worth. He also stated that this happened FOUR OR FIVE TIMES A DAY.
They told me that I needed to take responsibility for the error. I've bought parts online from several places, and never have I seen a search by complete model number listed on google incorrectly. The company is most likely listing the part using the model prefix rather than the entire number I entered.
I would like a full refund.
Document Attached***
Customer mistakenly ordered by the wrong model number so it was not what he expected when he received it. We tried to tell him that but he kept arguing saying that he searched by alternate model numbers. He sent us an image of the model number of his appliance which clearly did not match what he ordered. He claimed we sent him the wrong part when in fact we were just fulfilling his order. We gave him the option of returning the part for refund but we have yet to recieve it back. When he called, he demanded that we provide a shipping label which we would have gladly done had it been our mistake. We also sent him a link of the correct part so that he could refer to it for reordering.
I have attached a copy of the image showing his model number and a copy of his invoice. As you can see, he ordered for the wrong model number. Customer filed a dispute with his credit card company as well which I am also in the middle of trying to win. We definitely do pride ourselves in placing the customer first and providing excellent service. In this case, we filled the customers order and tried to help him with a return and gave him the link of the correct part for his model.
We ordered the wrong size refrigerator shelves. We returned these and reordered new ones from the same company. They are refusing a refund.
Order #XXXXXXX was placed 6/27/18
It was shipped 6/29/2018
We received it 7/3/2018
We used Fed Ex to return it on 7/5/18 and they received it on 7/10/18
The person handling our return is Angie *** She has been extremely rude, unprofessional and unhelpful for the entire process. After we placed the wrong order, we placed another order for the correct shelves which she put on hold saying she would make sure they were the correct ones this time but never did help. We ended up having to ask for our order to get off hold and be sent. We sent the wrong shelves back and finally received the new ones but never received a refund. When we asked about the status of the refund, she now says because there was packing tape on the box, we can't get a refund. There's no way to repackage the shelves in the box without using packing tape. Three of the four boxes were not even opened. It was the third excuse we have received as to why we haven't gotten a refund with every one given in an extremely rude response. We never would of placed a second order with this company if we knew they would not be issuing a refund for the first order. The shelves were not used and sent back exactly how they arrived and it is criminally irresponsible of this company to not issue a refund and be making excuses about packaging tape etc. We should of received a refund.
We would like a refund.
Refund was provided on 8/17/18. Here is the refund information:Transaction ID: 5XHXXXXXTEXXXXXXB
I ordered a part from this company and it never came.
I ordered a replacement part for my fridge from this company and that part never came. I have contacted the company directly and they have simply told me that it's not their problem since "it left their facility". They are unwilling to provide the replacement part and I'm out over $100 and the part never came to my home. Bad business practices.
I just simply want the part that I ordered; nothing more, nothing less.
Contact Name and Title: Leticia *** Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@genpart.net
The customer was never told that it was "not our problem". We deal with lost packaged all the time. We were simply stating that UPS showed it was left at their home, trying to understand the entire situation. We have many customer state the package was not received, but once we inform them of where the package was left (ex:front door, by garage, behind a plant, on the swing, etc) it is found and the problem is resolved.
That is not always the case, sometimes packages are lost and we need to open up a claim with UPS. We never got this far into the conversation with this customer because he did NOT allow us the opportunity. He sent us an email at 4:29pm and then filed a complaint with the Revdex.com at 4:31pm. 3mins is simply not enough time to response to an email, must less handle packages lost by UPS.
Again, we were trying to understand the situation, not avoid it. His last response stated that he already had the tracking information we had provided, but that the package was not there. At that point we wanted to call him, but he refused to give us his phone number when he placed the order(which is fine, but makes it harder when problems arise). Therefore we could not call to resolve the issue. We did respond to his email asking him to call us.
However, by this time we had an email come in from Revdex.com stating he had already filed a complaint (3mins after he emailed us).
We are now closed, but I hope this customer calls us back tomorrow during our normal business hours of 9am-4:30pm at (XXX) XXX-XXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Had a phone call with the supervisor yesterday. They are waiting to hear from UPS on the package and this has me in limbo until this is resolved. I'm hoping they'll do the right thing and ensure me as the customer actually receives what was ordered. I honestly believe this UPS driver probably dropped it off at the wrong house. It absolutely did not come to our home. I'm being patient with the seller as hopefully we can rectify. And yes, when I chatted with the companies support via the web, they did tell me in that it wasn't their problem and that once the package leaves their facility; they have fulfilled their end of it. That's what prompted the complaint here. Hoping we can get it resolved here. Thanks everyone.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you to Letty with GRP. She was very nice about the whole thing and we spoke a couple of times on the phone. She was receptive and helpful. After this, I would do business again and I certainly realize this wasn't there fault but indeed the shipper. I appreciate everyones resolve on this one. Please consider this one closed; Regards
The UPS claim for the lost package was accepted by UPS. A replacement part was shipped out to the customer. Below is the tracking information showing that it will arrive on Friday.
Customer service is our number 1 priority, unfortunately packages being lost or stolen are completely out of our control. We handle issues like this in as timely a manner as possible, but these things do take time and should not be a negative reflection of our company.
We hope to continue to provide this customer with excellent service (as we have done in the past with him). With the exception of this incident, which was beyond our control.
I ask that this claim be dismissed, since we have done everything possible on our end to rectify the problem as quickly as possible and a replacement has been sent out.
https://wwwapps.ups.com/WebTracking/processRequest?InquiryNumber1=1ZX41WXXXXXXXXXXXX&InquiryNumber2=&InquiryNumber3=&InquiryNumber4=&InquiryNumber5=&TypeOfInquiryNumber=T&UPS_HTML_Version=3.0&IATA=us&Lang=en&submit=Track+Package
Thank you
~Letty
I placed an order on 5/23 at approximately 11:00am EST. Almost immediately following, I tried to cancel the order. There is no phone number listed (at least I couldn't find one) on the website, so I attempted to contact the online chat. Even though this was during regular business hours, The online chat was not available, so I sent an email, requesting my order be canceled. I received a response back at 11:30am which states "It is difficult to cancel an order once it is processed, therefore if you need us to cancel an order please contact us asap".
Again, I made several attempts to contact this company to cancel my order. Eventually, the online chat was available, however, I waiting over one hour and no one responded to me. I sent another email requesting that my order be canceled.
I was then told that my order could not be canceled. I sent a reply informing the company that if they did not cancel my order I would file a complaint with the Revdex.com. I also contacted my bank (I paid with a debit card) and filed a dispute with them as well. I also refused the package, which is now being sent back to the company.
Product_Or_Service: 5/23/18
Order_Number: XXXXXXX
Refund I would like a full refund, as I made several attemps to cancel this order, and refused the package. I do not have the merchandise.
this order was refunded on 06/06/18. Not sure what else we can do here.
I did receive a full refund. Thank you.