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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Solved my issue fast and professionally. Will do business here!
Refund and was Denied. I did everything they asked me to, even provided pictures of return.
On 5/2/20 made purchase through Genuine Replacement Parts.com 1- Whirlpool part# 11184721 Control Panel (OEM) my total purchase was $144.03. I received the order and it wasn't the part I needed. I emailed Support Services and was told by *** on 5/22/20 they needed proof of the part (Incident #XXXXXX). I sent pictures of part, model/serial number, and told them I am just wanting a refund and verified through pictures as they requested the part NEW/UNINSTALLED (item was still in Original packaging) condition(per ***). On 5/25/20 received an email from GRP Support Customer Care Rep. Alijah saying my return request has been Pre-approved and instructions were provided. On 6/24/20 (Problem) I received an email saying my part was DEEMED USED/INSTALLED and can not be restocked and no refund for this return, Inspector said part arrived wet and smells like mildew (per-*** & Kristen). This part when it was sent back was unwrapped and in it's original package. On 6/24/20 I was also told part would be disposed within 2 business days. The part itself is metal was wrapped in plastic, put in cardboard and bubble wrapped, how could it be wet and smell like mildew? It is ABSOLUTELY IMPOSSIBLE to EVEN TALK to anyone, everything is through EMAIL OR CHAT! Also WHAT COMPANY in their right MIND would DISPOSE of a PERFECTLY UNUSED/UNINSTALLED/UNDAMAGED/STILL PACKAGED PRODUCT! I do have an email of my receipt and picture of my purchase still in packaging, I could not save it to the file. I would like my FULL REFUND. Thank You.
I am seeking a Full Refund for my purchase, and i will never use or Refer this Company to anyone. I feel this company is just out keep your money!
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Thank you for reaching out. I realize this case is an unusual one, which is why I have thoroughly reviewed your issue. I was able to personally speak with the warehouse specialist who physically denied your return and carefully remembers your part arriving wet and moldy. The specialist also remarked that it was an "aged mold" smell, not just one or two days of mold odor, and that in his ten years of working with parts, he had never seen a part returned in that condition; thus, there is no doubt about your return being the one in question. Our team discussed your issue in great detail, and stand by the denial due to the item's ineligibility for resale. From our Return Policy: "All returns must be properly packaged and shipped to protect the value of the returned products and all items must be returned in sellable condition, packed in the original box with sufficient packaging materials. 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." We process hundreds of refunds on a weekly basis and very few are denied based on a lack of cleanliness. Moreover, we must protect a future customer who might purchase your returned item. Selling a product that smells like mildew is not characteristic of the GRP brand.
(The consumer indicated he/she DID NOT accept the response from the business.)
Well number one, my husband and myself did everything they had asked from taking a picture of the control panel still in it's original package never taken out of packaging, just slid it out of the box, and a picture of the box it came in with the invoice attached. We had asked for a refund which was approved for return and then denied, when they said they received it. And we called and spoke with a young lady on the phone she said that they take pictures of there returns. And we sent an email out saying we requested pictures of what they said was moldy and smelly, but NEVER received a picture or a response from the company GRP. And we certainly do NOT believe what he is telling you in his Years of experience. Not a Satisfied Customer.
I furthered my conversation with the warehouse specialist. The comments were reflected truthfully by the warehouse specialist who tendered your return. If you feel the parcel may have incurred mold or mildew growth during the return shipping process, we suggest reaching out to the carrier as the item may be eligible for an insurance claim. All returns must be properly packaged and shipped to protect the value of the returned products, and all items must be returned in sellable condition, packed in the original box with sufficient packaging materials. It is a customer's 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. More on our return policy can be found here: https://www.genuinereplacementparts.com/policies.php?return_policies
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel the delivery of this part was the cause of the matter, for all I know it could have happened at the return warehouse, we were suppose to receive pictures from them, we were told that they take pictures of each return. And when asked to have them sent we heard nothing from them. Not sure if you seen my attached photo but everything was in-tacked. The part was packed in original packaging the cardboard box was dry and did not smell of AGED MOLD OR MILDEW. I am an honest person and I feel like just because they are a bigger company I am getting the short end of the stick. whatever happened to THE CUSTOMERS ALWAYS RIGHT?????
Needed a new washplate for my whirlpool washing machine. With a quick google search I found genuine replacement parts website. I quickly found the part I needed, which seemed fairly priced so I ordered it. I received the part in two business days.
Overall, pretty straight forward process with no problems. One suggestion I would make, email an update to customers that their order has shipped.
I ordered a broiler element for our (very old) built-in oven. I couldn't believe that I could even find the part I needed. When it didn't arrive on the original arrival date, I texted and asked about it. I then received a phone call from (I wish I could remember his name) someone at GRP, and he said he'd searched for why the part hadn't been shipped, found that the order had somehow stopped short of the warehouse, and that he had sent it on to the warehouse to be filled and that I should be receiving the part shortly. And he apologized for the delay. I received the part just a few days later. I appreciate the good service from this company. Sometimes things are no one's fault, and most times things can be resolved or made easier by kindness and consideration. Thanks, GRP. P.S. I've just noticed that "This business is not Revdex.com accredited", and I'd like to know why not!
Never believe the information provided on this site, I have ordered a part on Monday 22nd June 2020, and the part was supposed to deliver in two days (25th Jun 2020) and charged for two day shipping, now the tracking information from UPS shows it will be delivered on 29th Jun 2020 (one week time) and customer care response sucks,....says you paid for ground shipping and that will take time, but as per their invoice on the day we booked shows as below.
Ground Shipping Estimated Delivery: Thursday , 06/25/20:
Don't ever go with company.
Thank you for reaching out. It is always disheartening to learn that a customer is disappointed with their purchase experience. We detest that a delay in shipping occurred when delivering your item. Please note that our site offers estimates in shipping and not guarantees; however, we can verify the timeline of your order by its confirmation and tracking numbers.
From that information, I noted you ordered on Monday evening, the part was dispatched on Tuesday via FedEx Home Delivery, and delivered Saturday morning. Typically, we find that customers receive their order within the estimated time frame, and we regret this delivery took longer than estimated to arrive.
I will be following up this response with a call to you with hopes of learning what we can do to improve our customers' future experiences are not as disappointing as yours.
I ordered and received a damaged refrigerator part. After 11 days, I am still unable to get any response from customer service to resolve this issue.
I ordered a defrost heating element for a refrigerator on 6/8/20 via the seller's website. Total bill was $78.71 and was paid for via my Citiband/AT&T Universal Card. Website said it would be delivered on Wed 6/10/20 via FedEx Ground. The first red flags went up when I received receipt incorrectly showing shipping address as billing address and billing my office instead of me personally. More red flags when part arrived a day late, and via UPS Ground. (I have no complaints with regards to this only that it was misrepresented.) Part arrived at 12:05 on 6/11/20. I immediately opened and inspected the part. The part arrived in the original Whirlpool box still sealed in the original brown tape. This box was placed inside a UPS Express Tube by the seller/shipper. All packages were in pristine condition upon arrival. The part is a heating element, which is enclosed in a glass tube. The reason the part arrived damaged is that the part was wrapped in bubble-wrap and placed in the Whirpool carton (by Whirlpool) and most of the bubble-wrap contained no air. Within 45 minutes of receiving the package I tried to contact the seller by phone, online chat, and sent emails (along with photographs) to two different email addresses. The customer service email on their website differs from the customer service email they give you while waiting endlessly to get through via their telephone line. After 11 days of trying to reach the seller by phone, and email, I have yet to reach anyone or elicit any type of response. I do however, believe they are aware of the situation because I checked the UPS Tracking info on this package a few days ago, and noticed that they apparently have filed a claim with UPS. UPS tracking info shows that I (receiver) reported damage, but I only reported to seller. I never contacted UPS nor do I believe UPS is responsible for the damage. I have attached receipt, photographs screenshots of emails etc all in one PDF file for your reference.
In my original emails I told the seller that I wanted to resolve this quickly and get the damaged part replaced. After 11 days with no response or communication of any kind from the seller, I AM NOW ONLY INTERESTED IN A FULL REFUND! The lack of communication and customer support is disturbing. I tried once again today to contact the seller via phone and just sent another email stating my intentions. I am going to order the part from another seller so that I can resolve this in a timely manner!
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Thank you for taking the time to completely describe the events of your order. I believe that a major disconnect between us was that you were not receiving our emails but we were receiving yours. We reached out by email on June 12 and June 16 to learn if you would prefer a replacement or a refund and did not hear back. Have you checked your spam folder? In the past, we know that some customers have reported receiving our communications in spam.
At your request, we issued you a full refund of $78.71 on June 22. Please note it may take your bank 3-5 business days to process this transaction.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept and am satisfied with the explanation provided by the seller. It seems they did respond to me in a timely manner, and they are correct that their messages were marked as spam and intercepted by one of the two filters I have on email at my office.
Sent us broken part , took all pictures requested and told us wouod refund . No refund ? Half a month and still no refund . Will not respond anymore
Order #XXXXXXX
Sent broken pump for whirlpool washer . Told us to send pictures as we did half a month ago and told us would refund us ? Have not received refund ? Company no longer responding to emails .
We want our refund
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Regrettably, you were not receiving our messages. Did you check your spam folder by chance? On June 19, we issued you a full refund. Please check your account.
The item they sent didn't fit
I ordered an ice maker using model#as instructed. I double checked as instructed and paid for item. When I hired vendor to install it didn't fit. June13th I sent them an email with pictures of the item removed and item they sent. On June 15th they advised me I also needed to send a picture of barcode on box. I did. I heard nothing back so June 16th I reached out again and was advised they needed a picture of barcode on box. I sent it again and have sent daily since with no further response. I have attempted multiple calls with no answer. Yesterday I stayed in hold 45 minutes. I need the correct part or full refund.
I would like the correct part or full refund
We are in receipt of all the pictures we required from you to initiate the refund. That was the final thing we needed.
I have sent you a return shipping label in a separate email for a full refund. Can you confirm you received the label?
I received a damage part for my GAS Range GE Igniter Glow Bar and they refuse to respond to my emails or my phone calls. Want full refund for $74.82
Order# XXXXXXX
Problem Date: 6/17/20 (day I received damage part)
Purchase Date: 6/12/20
Part# WB28XXXXXX
Part Description: GE Igniter Glow Bar
Sales persons: ***, ***
Payment Amount: $74.82
Payment Method: card
I ordered a part for my GE Gas Range Oven and the part arrived shattered and damaged in the box. I do not think it was FEDEX since the box was completely intact. I think Genuine Replacement Parts sold me a broken part. My wife and I have tried to send an email to request a refund but the company is not responding. We have tried to call as well but they do not answer there phones. The call just gets put in que and you are left on hold for hours on end. They are sheer crooks and do not deserve to have a business. That is no way to treat a customer that has paid good money and to just rip them off. They ought to be ashamed of themselves. A disgrace of a company.
I want a full refund of $74.82 since the part was damaged and unusable. At this point I do not trust this company. They refuse to resolve this problem and it is there responsibility to make good on this. They sent me a shattered and damaged part. It was not damaged in the shipping because the box was in perfect shape. They sold me a damaged part.
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
It was a pleasure speaking with you earlier; however, it was disheartening to learn about your low opinion of GRP. Like I mentioned in our conversation, it is an unusual situation that your item was delivered broken, but please know that we must follow a protocol for parts that arrive this way.
You reached out to us by email the first time on June 17 and we have responded to all of your requests in a very timely manner within 2-6 hours of each message. We were finally able to receive the .jpg files you attached.
It is essential for us to receive pictures in order to make a damage claim. As promised, I have submitted the photos to our warranty team for review. I also understood that you requested a refund. As discussed, once we receive confirmation from our warranty team to refund you, we will honor that request.
Should you have any further questions or concerns, I am certain you will not hesitate to contact us.
I ordered a part for my dishwasher and it was correct, it came very quickly. The website was very easy to navigate. The price was good also.
Thank you so much for the feedback! We are so happy you had a great experience. Our team is dedicated to providing excellent service and providing Genuine parts to fit your needs. Please feel free to reach out if we can ever be of assistance in the future.
Ordered a Kitchen Aide icemaker on 5/1/20, order numberXXXXXXX. I have not received the part nor information regarding delivery date. I have reques
I ordered a Kitchenaide icemaker, order number XXXXXXX, on 5/1/20 and have not received it nor information regarding the part. I have emailed weekly, again without response. I have asked for either the part or a refund to my credit card account. I would apply your help.
I am asking for delivery of #XXXXXXX or a refund to my credit card.
Thank you for reaching out to us. We only see two communications from you: the first on May 21 inquiring about a tracking number for your order, and the second letting us know that you are willing to wait for the backordered part.
The manufacturer has pushed back the shipping dates for your item again to June 17-23. We have noticed a trend with Whirlpool's parts department pushing the re-stock dates back further and further, and regrettably, we are still trying to understand exactly why. Whirlpool is the parent company of KitchenAid. We know that several of Whirlpool's plants are temporarily closed due to Covid-19. I have reached out to our warehouse specialist to cancel your order, and within 24 hours, we will issue a full refund.
Please know that we empathize with your patience. We do not like making customers wait any amount of time for a backordered part and take this delay seriously.
I order a part apr 15, 2020. It wasn't what I needed so I was given a returned address instructions. I returned package April 17th requesting refund
For order #XXXXXXX. By email. There's no phone contact # please help me get my money back
Refund for my returned order
Left you a message on the phone number provided. I would like to discuss this issue as the last communication we have from you is on April 10. We have no record of your return, so I am hoping you may provide us with a tracking number for the return parcel or details about the item's return destination.
Part came quickly and was correct. Order status was confusing; "processing" even after shipment was received.
Everything was great, got the part in 2 days, part was exactly the same and fit perfect.
Will use them again. Thank You.
On 5/16 I ordered Broan Part SXXXXXXXX Duct Plate and paid $29.77. The order arrived 5/20 and was emailed return information for item, RMA: Order XXXXXXX, which was approved by Genuine Replacement Parts (GPR) personnel. On 5/22 I sent the item back to GPR for a refund. On 5/29 package arrived at GPR Warranty Department at 9:58 AM, according to UPS. On 6/7 I contacted GPR for status on refund. On 6/9 GPR sent me email wanting tracking number which I emailed back to them and to reference my 5/22 email. On 6/9 GPR (***) emailed me back and would be making an inquiry to Warranty Dept on my refund. On 6/13 I emailed *** on status of refund and haven't heard anything.
Product_Or_Service: Broan Part SXXXXXXXX
Order_Number: PO #XXXXXXX
Refund Business needs to follow up on refund as its been way over the allowed time to refund the funds as stated in their return instructions.
Thank you for your concern. It is always disheartening to learn that our customers are disappointed with our company as we work incredibly hard at serving them.
I am seeing your return package was indeed delivered on the May 29, and your refund was processed on June 16. Your refund was within the normal time frame of 15 business days for a return to process. Please note that our returns department does not work weekends.
Customers order incorrect parts sometimes, and we believe that we facilitate returns very clearly on our guidelines. In fact, we did not charge you a restocking fee, but shipping is something we cannot reimburse you for on a part you ordered in error.
More information can be located here: https://www.genuinereplacementparts.com/policies.php?return_policies
(The consumer indicated he/she DID NOT accept the response from the business.)
See my response dated 6/22. In addition the company should have refunded me the extra to ship the their box, their stuffing and part back. Note I could of shipped it back cheaper than they shipped it in a bubble wrapped envelop. However, they specifically mandated it shipped back in the original box and for that it cost me $19.53. So if they have any conscience they owe me $10.65.
Thanks for writing back.
Per our returns policy, a re-stocking fee of 25% may be charged. You were not charged one.
Also, per our returns policy on non-defective items: "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."
Please understand that the box your part arrived in is an extension of the OEM part itself.
Imagine purchasing a mobile phone or a new pair of shoes and deciding to return your purchase after having second thoughts or ordering the phone or shoes by mistake. That manufacturer's box is part of the product and is required to obtain a refund. OEM parts are the same. We require the manufacturer's box to deem the part new and unused.
As I mentioned in my last communication to you, "Customers order incorrect parts sometimes, and we believe that we facilitate returns very clearly on our guidelines. Shipping is something we cannot reimburse you for on a part you ordered in error."
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com lets stop this nonsense. This company really has good silver tongued people to present their case. I lost and they won what more can I say. People need to read the fine print before they ever order anything from this company. As I have stated I lost money just because of their mandated shipping their product back which had to be the original card board box (which was very thin and the cheapest they could of shipped their product) Maybe it was designed that way and when the box arrived back and it is not pristine condition after their examination than they could charge you more because the box wasn't pristine. In my opinion the box was of thin material and the part could have been sent in a bubble envelop. For example the box was at least 2 feet long by 1 foot high and 1 foot wide. The part could of fit into a bubble envelop as it was less than 1/8 thick and less than a foot long. See the picture now why they are doing business, not very good. As far as I am concerned they are below average with the way they sell/package items. Lastly it cost me more to ship the item back, plus get docked for their shipping cost. In the final analysis I cleared about $1.32 which I could say was used up in the tape costs and transportation cost to drive to UPS.
I just received the part and installed it. I wanted to tell you it was a true pleasure to get the correct part the first time and in a timely manner. In the past I had ordered from the manufacturer and they sent the wrong part 5 times and gave me a hard time when I wanted to return the incorrect part. I value customer service highly and your company has truly met the standard. I will retain the email so I will have a company that will deliver and I can count on in the future, Please share this email with your employees as I am extremely grateful.
This company lies about having any type of telephone support and live chat support. We placed an order for a Samsung One-Connect box, but received a random cable instead. We are a business needing to get our system back up ASAP and were left hung out to dry. Still waiting on a response to emails. Don't order from here, you'll be disappointed!! NO CUSTOMER SERVICE AT ALL. We work together with Florida's Department of Agriculture and Consumer Affairs and have reported them, and they are actively being investigated for fraud due to lying about having customer service staff. Four of our staff were on hold for 3 hours (plus) and phone was never answered. Visit the site yourself and try their live chat, see for yourself if it works. Give the "customer support" number a call and see what happens.
I ordered replacement legs for my television 10 days ago. So far they have charged my bank account twice, I was promised delivery by Monday it's now Friday have spent almost 20 hours on hold this week hearing how valued of a customer I am but unable to speak with a human. I've sent three emails which none have been responded to. Very dissatisfied!
Ordered parts and received a delivery date. Days came and went with no update or ability to contact anyone at GRP.
On 4/2/2020, I purchased a plastic door tray for a Samsung Refrigerator (DAXX-XXXXXB) for $23.89 plus shipping of $8.88 and $1.01 for tax for a total of $33.78. When I received the part is was not the part I needed so on 4/27/2020, I shipped it back to the address they provided, 8460 Bearing Dr. Ste 100, Indianapolis, IN. I also had to pay shipping again of $8.70. My purchase order number is XXXXXXX. To date I have not received a refund and they have not responded to my recent emails.
Other (requires explanation) I would like a refund from this business for the part that I returned to them.
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
We issued you a refund on June 23 in the amount of $24.90. We did not charge a restocking fee.
According to my bank, a refund of $24.90 was received from GRP so
I guess the case is closed. They still haven't personally contacted me, however!!!
Sure, I will contact you now.
(The consumer indicated he/she DID NOT accept the response from the business.)
While I accept the refund of $24.90 they have finally decided to send me AFTER being contacted by Revdex.com, I am totally unsatisfied with the way this company treated me prior to that time. They hadn't responded to my emails for quite some time and had sent no refund or ever indicated what or when it would be forthcoming. Very unhappy customer. Would never do business with them again.
GM