OnlineAutoParts.com

Complaint: ***
I am rejecting this response because:Please review the attached item to make clearer of this matter. (Item1) shows two of the four disc brake pads received from ***, I spray them with CRC Disc Brake Quite to prepare for the installation to find after removing the old disc pads that they are larger than the ones being replaced, (item 2) are the pads removed from my vehicle, notice a circlips to secure the pads to each side brake caliper, the circlips are necessary on each pad, the only way to know this is to remove the old pads. I’ve also included some of the competitors brake pads with the same part number and some different brand names for the make and model *** *** *** *** showing circlip on both pads to hold the pads in place. Otherwise the pads would just float around in the brake caliper slot
Sincerely,
*** ***

MESSAGE FROM BUSINESS:
Let's address each of my concerns:
The part had to be coded when both my mechanic and myself were told on the phone that they would not require coding to function!! I talked to one of your employees for over minutes as he went into your warehouse to check how many keys came with the partThe image showed one and I wanted to confirm as I did not want to have an additional key made by ***So yes I did talk with a rep and yes I was told that it would work!
You are correct that your customer service agents are not trained technicians and should not be offering technical assistance, however they did tell us that this part would function without coding
My tech is familiar with installation and was able to do so, but the cylinder installation is useless if the keys do not start the vehicle
Your return policy would be void as the part had to be installed in order for it to be testedThe cost of uninstallation is more than the part is worthAGAIN I was told this part would start the car without further coding
Yes the part is a genuine *** part and was correct for your year and modelIt was brand new and in perfect condition when it arrivedMy technician is very familiar with installation of the product, but if the keys are required to be coded due to the transponder your staff should have stated otherwise
I'm requesting a refund for the cost of the part to recoup some of the cost that you incurred due to your untrained service reps who gave us misinformation on your product over the phone times before it left your warehouseI believe you should be addressing this issue with your staff on the appropriate information to be released to customers
Having a product allows you to have a business, customer service is what makes it grow and/or fail

Hello, The item was purchased over a year agoWe don't keep customers used partsThe offer stands to work with Saab to get the item warrantied out of the one year time period but we will need the hose or very good pictures that clearly depict a clear defect in the product to present to SaabPlease feel free to contact me when you have one of those two thingsThanks again and our apologies for the issue. Dean

Hello Mr***
Thank you for contacting us regarding this issueThe customer placed an order for automotive exhaust system parts with us and the items were shipped in a timely fashion in the usual mannerWe ship dozens of these
systems out on a weekly basisMost of the exhaust components are shipped to us from overseas in bulk containers with no additional packagingMinor scratches and dings are accepted as part of the process and do not detract from the exhaust systems performance or longevityThe rear muffler that the customer purchased does have an exposed chrome tip and the very slight scratching on the unit was in a location that would not show once installedSee attached photo provided by customer please We offered the customer a return or replacement for the product but he refused those optionsWe would be happy to offer a $credit to resolve the issueThanks for your time and please feel free to contact me if you need further information.
*** ***
Customer Service Manager

Hello,We would like to re-itterate that *** was the courier that delivered your packageTheir driver determined your house was a safe location to leave a packageWe have gone through all means necessary to try to trace and locate the package as well as put in a claim for non delivery, all were denied by *** as the package was delivered to this locationThank you for choosing www.eEuroparts.comRegards,Zak M***

Hello Mr***, Thank you for the detailed letter regarding your returnI understand your frustration and I am sorry that the repair has become such an issueLet's address each of your concerns:You claim the item is
defective The item is not defective and is presently in the vehicle in perfect working order. You claim that our customer service department relayed incorrect information concerning the installation of the product Our customer service agents are not trained technicians and we do not offer or advertise technical assistance for installing product. You assert that our customer service department was unwilling to help your technician Our customer service department does not discuss the details of an order with a person that can not identify themselves as the customer on the original sales order for the security and privacy of our customers. A trained tech should be familiar with
the installation procedure.You claim "Due to the lack of car ignition the car had to be towed to a local facility to recode the keys to allow the car to operateThis excess amount per my mechanic was $on top of my expected laborOn three separate occasions we were given misinformation on the ability of this part to functionThus leading to an excessive bill on my partAt this rate I should have had the dealer perform the process and avoid all this aggravation." I aggree that the car should have been repaired by a properly trained *** tech. You were offered a return after initiating a *** dispute All return requests that meet the requirements are offered a return as stated in our return policy. "This company audio tapes their calls, so the misinformation will be recorded unless they have already erased the conversations." We do not and have never recorded customer service calls. "Let is also be noted that product that I purchased on 11/25/from their website had a very recent picture and description update!!!" We update listings dailyThe item that you purchased had been ordered many times previously without issue. In summary sir on November 25th you purchased the product number on our website with no assistance from our customer service departmentWe shipped the item immediatelyThe item you purchased was a genuine *** part and was correct for your year and modelIt was brand new and in perfect condition when it arrivedYou delivered your product and car to a technician who was unfamiliar with the installation of the productHe installed it and was unable to make it work due to lack of trainingYou were forced to bring the car to a trained tech and were charged for their services by your techYou are not actually returning the product to us but want us to refund you the cost of the part to recoup some of the cost that you incurred due to your untrained tech subletting the programming portion of the job to a trained techThis request is clearly outside of our posted return policy I believe you should be addressing this issue with the technician that sold you expertise and failed to deliver. Respectfully, Dean B***Customer Service ManagereEuroparts.com

Complaint: [redacted]
I am rejecting this response because: The one and only reason I would but this key from your company which is several hundred miles from me when I have [redacted] dealers in my neighborhood is that you assured me over the phone that no trip to the dealer wouls be necessary. Your telephone agent assured me that that would be the case. Please replay the recorded telephone conversation. Your agent was either ignorant or lying. It's a sad outcome when a customer has to begin recording telephone conversations with unscrupulous sellers.
Sincerely,
[redacted]

Hello,We are very sorry to hear of the issue. This order was placed on the 09/08/15, shipped on 09/09/2015 with [redacted] Tracking [redacted] and Delivered on 9/12/2015. Customer had contacted us on 9/13 stating they had not received the package. On 9/15 a [redacted] claim was submitted to trace...

the package.  On 09/21/2015 This claim was denied by [redacted], they have gps data showing the truck at the delivery address on the delivery date. We are still willing to help the customer out, but since they are asking for a refund instead of replacement parts. We have asked for them to provide a receipt for the other parts purchased through another Vendor. The customer is unwilling to provide any type of receipt or work-order from the mechanic showing that these were purchased a second time. Thank you for choosing www.eEuroparts.comRegards,Zak M[redacted]eEuroparts Customer Service DepartmentMon–Fri 8am–8pm EST
Sunday 9am-3pm ESTToll Free: ###-###-####Local: ###-###-####

This customer placed an order over our site for an item that was listed incorrectly. We did respond to the customers complaint immediately and the remainder of the order was indeed shipped in error before a resolution had been agreed upon for the offending item. We have already offered the customer...

a complete refund including shipping both ways. We do our best to list products correctly but errors occur and we did our best to resolve the issue in good faith. My response to the customer: Hello ,I completely understand your frustration. I have set up a no cost return and you will receive a shipping label to send the item back. The representative that you spoke with sent the issue report to the catalog team but it can take time for those issues to be resolved on the site. I have set up a $25 site credit for you should you decide to give us another shot. Listing issues on the site are extremely uncommon and I hope that you find it in your heart to forgive us for the issue. Thank you for choosing [redacted] We have already credited the customer for the miss priced item and we will credit the customer in full once the return is received. If there is any further need of assistance please contact me directly. [redacted]

Hello,   [redacted] place an order previous to this order, 14[redacted]. The order contained two automotive parts. Mr. [redacted]sed one of the parts and returned the second item for credit. We credited the customer the full price paid after discounts for the item that was actually returned. The...

customer was not satisfied with the credit and requested a charge back through his credit card for the remainder of the order even though he kept a product with a value of $25.72. The bank honored his charge back request. Order 14[redacted]Item Subtotal                                                            99.96   Discount                                                                     3.71Shipping                                                                     7.99Grand Total                                                              104.26Amount Credited for return by eEuro for returned item   60.55  (Total amount of item 12793813 72.99 minus share of discount) We don't offer shipping refunds on orders returned when customer changes their mind. The order was placed by the customer over our website and the customer chose standard fedex ground which is not a guaranteed time frame shipping option. The site displayed an estimated shipping date of May 31st and the package arrived on June 1st. Fedex tracking link  https://www.fedex.com/apps/fedextrack/?action=track&ascend_header=1&cl...⇄                             After receiving the charge back notification on 7/8/2016 the customers account was put on hold. The customer placed a new order over our site on 8/2/2016 and we promptly cancelled the order and refunded the full charge of $79.35. In order to continue doing business we would need the customer to remit payment for the $25.72 item that is now installed on his car. If you have any need of further information please do not hesitate to contact me.  Thank you, Dean BergeronCustomer Service ManagereEuroparts.com

Hello,              Thank you for your attention to the issue. [redacted] did purchase a clutch kit over our website. The item that the customer purchased was clearly listed with a production split for the application. Please review the listing below. The...

customer placed the order with no interaction with our customer service team. [redacted] did contact us after partially installing the kit and procuring the needed parts locally. We do not accept returns on partial kits and we do not offer the product that the customer would like to return as an individual item. We have no ability to return the item that the customer would like to return as we don't buy it from our supplier in that manner. There is no call history from the phone number listed on the customers account to our service line previous to the purchase. There are numerous calls recorded after the delivery and installation. Please let me know if you require further information.Dean B[redacted]Customer Service Manager[redacted]
[redacted]Clutch Kit$209.99$249.89 Back-ordered [ help ]SKU: 02051This item is temporarily back-ordered from our supplier. We have stock on order. To be notified via email when this item becomes available please add this item to a project.[ Details ] [ Save ] [ Feedback ]Vehicle Note: Through chassis # 8E-5-084000Clutch Kit$212.99$253.46 Ships in 1-2 days [ help ]SKU: 02050Qty: 12345678910Add to Cart[ Details ] [ Save ] [ Feedback ]Vehicle Note: From chassis # 8E-5-084001

Hello Mr. [redacted],         You and your technician called our customer service department seeking technical assistance that we do not supply or advertise.  You are stating that you want us to warranty a product that you have installed in your car and have no intention of returning. That falls well outside of any warranty listed on our website. Dean B[redacted]

Complaint: [redacted]
I am rejecting this response because: Dean at Eeuroparts.com is lying about me not contacting his business to inquire about the correct application of the clutch kit. As I said before I spoke to a male sales associate on February 25, 2016 at 3:31pm Mountain time. The associate instructed me the Luk 02-050 was the correct part for my vehicle. That's the kit I ordered and clearly the kit contained the wrong pressure plate. I even emailed the CT Revdex.com a picture of my call made to Eeuroparts.com on February 25, 2016. The business needs to take full responsibility for their error and train their employees in the right part application of the parts they sell!To address their response to how the parts are listed according to application on the website.8E-5-084000 chassis has no correlation to an [redacted] VIN. It's like trying to decipher Egyptian hieroglyphics. I simply ordered the part online their sales rep told me was the right for my application 3 days earlier. Eeuroparts.com is extremely unprofessional I never purchase products from them in the future. As you can see from screen shot, I'm clearly not lying about the call I made on February 25, 2016. There sales phone number is ###-###-####.
Sincerely,
[redacted]

The customer received exactly what was ordered. The brake bad set (34[redacted]) is made up of four parts. Two each of (34[redacted]) and (34[redacted]). The returns is set up for a  refund of the product cost minus the cost of the return shipping per our approved return policy. Please feel free to contact me with further questions.  Dean B[redacted]customerservice@[redacted].com###-###-####

Hello Mr. [redacted],   
      You and your technician called our customer service department seeking technical assistance that we do not supply or advertise.  You are stating that you want us to warranty a product that you have installed in your car and have no intention of returning. That falls well outside of any warranty listed on our website. 
Dean B[redacted]

Hello,  The order was placed over our web site with no interaction from our customer service team. [redacted] remotes can be programmed at any dealer or independent tech with the proper hardware. That information is listed with the product at the time of purchase. The remote is still in your possession and you can still use it. Just bring it to your local dealer or certified [redacted] tech for programming. I am sorry that you did not understand what you were ordering but you did receive the product and it can not be returned as it is a special order product and coded to your car from [redacted].

Hello,   Thank you for contacting eEurparts.com. I am very sorry to hear of the issue. The item is outside of the warranty period of one year. If the customer would be willing to remove the item from the car and bring it to our [redacted] location, 10 minutes from [redacted], I would be happy...

to inspect the item and contact Saab, the manufacturer, and see if they will warranty the item outside the one year time frame. There are two areas on that original equipment hose that are prone to leaking due to incorrect tightening. Please be sure to check those two locations for leaks before removal from the vehicle. Please let me know if there is anything else we can do for you and have a great day.Thank you for choosing wwwe.Europarts.comRegards,Dean B[redacted]###-###-#### [redacted]

Complaint: [redacted]
I am rejecting this response because:
Please review the attached item to make clearer of this matter. (Item...⇄ /> I’ve also included some of the competitors brake pads with the same...⇄ /> Sincerely,
[redacted]

Hello [redacted]      
      I stated truthfully that I have checked our phone records for any calls from the number that you have listed on your account and found no call prior to the order date. I asked you for another possible number and you declined to provide one. The issue is that you are attempting to return an item that we do not provide individually or have the ability to return to our supplier. Our approved return policy states that we do not accept returns on partial kits. If you had called us when your car was at the shop we could have pulled the part you needed from the other kit listed and set up a return to renumber the kit with the part that you had. You chose to solve the problem on your own and attempt to set up a return that we can not honor. Perhaps your car has a replacement transmission? Please contact me if you need further assistance. 
[redacted]

The customer received exactly what was ordered. The brake bad set (34[redacted]) is made up of four parts. Two each of (34[redacted]) and (34[redacted]). The returns is set up for a  refund of the product cost minus the cost of the return shipping per our approved return policy. Please feel free to contact me with further questions.
 
Dean B[redacted]
customerservice@[redacted].com
###-###-####