OnlineAutoParts.com

Hello [redacted],
                         Thank you for the message concerning this customer service matter. We would be happy to offer the customer a full refund...

for the item as soon as it is returned. As of this time the item has not been returned and the customer has not provided us with any tracking information or proof of delivery. We look forward to resolving the issue as quickly as possible. Please feel free to contact me personally if I many be of any assistance. Have a great day.
[redacted]
Customer Service Manager
###-###-####

Hello,   The item was purchased over a year ago. We don't keep customers used parts. The 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 Saab. Please feel free to contact me when you have one of those two things. Thanks again and our apologies for the issue. 
Dean

[redacted]We have
investigated your complaint and it appears that the total at checkout on
[redacted] matches the total on your order confirmation with us for $14.47
 We have a very specific bug in our ordering software where multi-line
[redacted] orders revert to a lower item cost and then add in...

"shipping" to
adjust the order total so that the totals match.  We're aware of the
issue and are working towards a fix.  So in this regards no refund is
due.  You paid the agreed upon price at the time of checkout.  There was
no deception.  If you'd like to return some or all of your items for a
partial or full refund we can help you with an RMA and you per [redacted]'s
and our policy you would only need to pay return shipping.Regarding
the difference in pricing.  We do not advertise "free shipping" on
[redacted].  At [redacted]'s request, we charge zero for shipping, and include that
in the item price.  [redacted] feels that this is a better user experience for
customers using [redacted].  In support of this they have tailored many of
their seller metrics around providing users with "zero cost" shipping. 
They then market the listings as "free shipping" or "shipping included"
however they deem appropriate.  On our site you would have paid some
amount of shipping on these items based on the total amount of the
items.  Likely 6.99-9.99.  We try to make it so that the prices that you
pay on [redacted], again at [redacted]'s request are similar to the total price a
customer would pay on our site.  Due to differences in how the two
systems work it's not possible to make pricing exact nor do we really
feel that it's 100% necessary.  It is not "FREE" for us to sell items on
[redacted] and as such we can give customers better deals when they buy
directly from our site.  Again we're also not allowed to inform you of
this when you're using [redacted], per [redacted] policy, with good reason on their
end.  If we were running [redacted] we certainly wouldn't allow that either.In
conclusion.  We understand your concern but shipping is never free. 
It's certainly not free from [redacted] to us and in general, it's
always a marketing tool and the actual cost for shipping is always
collected in some way.  That being said from a marketing perspective if a
site were to charge you ZERO for shipping that meets the qualification
for them to advertise "FREE" shipping even if we as discerning customers
realize that shipping is never in fact free.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:First of all I would like to say that I am happy with the parts that your company provided me. The prices on the parts were very reasonable. I have no issue on those points by any means, and I would even recommend your business to others. I do however find it a very convenient story that your software has a "bug" and you are working to fix it. If your software "bug" was issuing prices with shipping below what you were asking, I'm sure it would have been fixed the same day. As far as you not advertising free shipping on [redacted]..just one look at your items on their website, and I found the words "Free delivery in 3 days","FREE economy shipping" and "FAST N FREE" all within a 4 square inch area, but I'm SURE that it is [redacted]'s fault. Maybe they have a "bug" too. I never asked for a refund, I'm not looking for any money from you. I understand that [redacted] charge you for shipping and I realize that shipping is never free, so take your own advice and don't advertise it. There are plenty of [redacted] sellers out there that inform a buyer of what they will pay for shipping, so there's no excuse!
Sincerely,
[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.com
Regards,
Dean B[redacted]
###-###-#### [redacted]

CI sure there is a reason why these issues was not addressed in the...⇄ [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I ordered 2 parts from this company, both of them were wrong.
After a month of trying to resolve the issue with the company I am told (because I still have not received) that I will receive a partial refund. The part that is being withheld is the original shipping.
Through a month of conversations and emailing back and forth I still have 0.00 refund, and a lot of bad customer service.
I have provided additional information to the company several times, and still have received snotty replies and empty promises.

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                                                                     3.71
Shipping                                                                     7.99
Grand Total                                                              104.26
Amount 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 Bergeron
Customer Service Manager
eEuroparts.com

Complaint: [redacted]
I am rejecting this response because:As a law student I can say: There reply is legally unacceptable and just another diversion to not pay .. It is not the issue to provide them with receipts to other parts that I bought from another company... The issue is I paid them for an order that they claim they sent and left it outside my house and I told them it was not outside my house and I did not tell you to leave it outside my house! It is the sellers responsibility to make sure the buyer receives what he or she paid for ! It is not the buyers fault if the seller chooses to leave packages outside on side walks where people walk by and can take them...   
Sincerely,
[redacted]

Sorry to see that the customer was not happy with our resolution. We did indeed ship an incorrect part to this customer. The part was not in stock when ordered. We did set up a replacement order and offered to ship it at no charge with [redacted] Shipping. Again the item is not stocked so we have...

to order one in from the vendor and even with rush shipping the item will not arrive in the time frame acceptable to the customer. I would be willing to give the customer a full refund plus a $20 site credit or we can continue with the process that is already in place to get the correct product to the customer quickly, their choice.

Hello,    
          The customer ordered and received an item from our website at eeuroparts.com . He did receive the item that the manufacturer was supplying at the time of purchase under the part number ordered. The manufacturer had superseded the...

product but was supplying the original version until stock was depleted. The item had not been discontinued due to any issue but to a change in design. The customer received the correct item in a timely manner. The customer called our customer service department after installing the item and requested that an updated item be shipped free of charge. Our approved return/warranty policy states that installed items are warrantied for one year for replacement only on an exchange basis. The customer could not site any actual defect in the item at that time. The item is still under warranty and the offer to exchange is still open if the item has an actual defect.   The customer stated that item was operable and to our knowledge is still installed in his car.  If you require any further information or simply wish to discuss the issue please feel free to contact me personally. 
Dean B[redacted]
Customer Service Manager
[redacted]  [redacted]

Hello,              The customer ordered and received an item from our website at eeuroparts.com . He did receive the item that the manufacturer was supplying at the time of purchase under the part number ordered. The manufacturer had superseded the product but was...

supplying the original version until stock was depleted. The item had not been discontinued due to any issue but to a change in design. The customer received the correct item in a timely manner. The customer called our customer service department after installing the item and requested that an updated item be shipped free of charge. Our approved return/warranty policy states that installed items are warrantied for one year for replacement only on an exchange basis. The customer could not site any actual defect in the item at that time. The item is still under warranty and the offer to exchange is still open if the item has an actual defect.   The customer stated that item was operable and to our knowledge is still installed in his car.  If you require any further information or simply wish to discuss the issue please feel free to contact me personally. Dean B[redacted]Customer Service Manager[redacted]

Complaint: [redacted]
I am rejecting this response because: The company is not being honest.  The brake pads were faulty, and appeared coated in oil.  When my mechanic put new brake pads in bought from his usual source, brakes worked fine.  The problem was not the rotors.  
My other complaint is that they would not refund my return shipping.  They did supply a [redacted] label and sent an email that shipping cost would be deducted from my refund.  I live in a remote area of [redacted] and it made no sense to drive 45 minutes one way to a [redacted] location.  Instead, I shipped USPS flat rate box for $12.50.  
Am I agitated?  I most certainly am!!  They act like they already have gone above and beyond the call of duty by accepting their faulty part as a return.  No mention of me wasting 5 hours at my mechanic and paying him to install faulty brake pads.  I buy car parts on line all the time and have never seen such horrible costumer service.  
Sincerely,
[redacted]

Hello Ms. [redacted],
                    Thank you for contacting us with this issue. The customer did indeed purchase front and rear brake pads from [redacted] as stated. The customer...

contacted us after installing the product claiming that they received the product "soaked in oil". They claim that the technician installed the front pads anyway and removed them after test driving due to exhibiting "lack of brakes". There we no oil products of any kind shipped with the customers order and there was no damage claim placed against the shipment at any time. The pads were examined at the time of return and they did appear to be installed on a car that had brake rotors with uneven wear. This would account for the lack of contact from pad to rotor and could contribute to less than adequate braking. The customer did not purchase new brake rotors from [redacted] and I have no way of determining if they installed new rotors or not, other than the usual wear on the "new" returned front brake pads. We provided a return label with the customers return request and the customer chose not to use it. Our return policy allows for warranty items to be returned only for exchange but we did allow a return for credit on this item. We also do not cover shipping on returns for credit but in this case we provided a prepaid label due to the customers agitated state. We have already given the customer a full credit on a part that was not defective.
[redacted]
Customer Service Manager

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 ESTSunday 9am-3pm ESTToll Free: ###-###-####Local: ###-###-####

C
I sure there is a reason why these issues was not addressed in the�...⇄ /> Furthermore, for the years I’ve dealt with [redacted].com I find the...⇄ /> I feel it is very unfair to send emails starting in March misleading...⇄ [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 Selling faulty parts and not covering the mechanic fee to install and then uninstall them is the issue at hand.    This has not been resolved.  
Sincerely,
[redacted]

Hello Mr. [redacted],   
                   Thank you for the detailed letter regarding your return. I understand your frustration and I am sorry that the repair has become such an issue. Let'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 operate. This excess amount per my mechanic was $350 on top of my expected labor. On three separate occasions we were given misinformation on the ability of this part to function. Thus leading to an excessive bill on my part. At 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 [redacted] tech. 
You were offered a return after initiating a [redacted] 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 11/25/2015 from their website had a very recent picture and description update!!!"  We update listings daily. The item that you purchased had been ordered many times previously without issue. 
      In summary sir on November 25th you purchased the product number 30753443 on our website with no assistance from our customer service department. We shipped the item immediately. The item you purchased was a genuine [redacted] part and was correct for your year and model. It was brand new and in perfect condition when it arrived. You delivered your product and car to a technician who was unfamiliar with the installation of the product. He installed it and was unable to make it work due to lack of training. You were forced to bring the car to a trained tech and were charged for their services by your tech. You 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 tech. This 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[redacted]
Customer Service Manager
eEuroparts.com

Complaint: [redacted]
I am rejecting this response because:
As a law student I can say: There reply is legally unacceptable and just another diversion to not pay .. It is not the issue to provide them with receipts to other parts that I bought from another company... The issue is I paid them for an order that they claim they sent and left it outside my house and I told them it was not outside my house and I did not tell you to leave it outside my house! It is the sellers responsibility to make sure the buyer receives what he or she paid for ! It is not the buyers fault if the seller chooses to leave packages outside on side walks where people walk by and can take them... 
 
 
Sincerely,
[redacted]

[redacted]
Complaint: [redacted]
I am rejecting this response because:
Mr. [redacted] the website showed otherwise. A guarantee is as guarantee. If you're telling me one thing and the website tells me another thing, I suggest you fix it because it is not the first its happened by looking at your customer reviews. I returned the product not because I changed my mind but because it arrived late and I needed it May 31 to get my car up and going.
I did cite order [redacted] to which is still not fulfilled, you're the one that cited the previous order. I don't want my money back, I want my parts. You do have the right to refuse orders but at least do it on good faith and not deceit. All Andrea had to do was tell me NO and not lie about refunding the original shipping charges. My account is NOT delinquent, I DO NOT owe [redacted] any money. Your dispute is with the bank and [redacted] that is governed by the terms and rules of the Merchant Agreement to which [redacted] has signed with them. 
Sincerely,
[redacted]