Parts Geek

Review: On Aug 05, 2014 I placed order #[redacted] online via partsgeek.com. I sent a email to partsgeek on 08/07/2014 asking for a order update as the only email I received was informing me that they had received the order and was processing it. On 08/08/2014 I received a email from partsgeek which provided me with the tracking information. Tracking number stated that all 4 shipments had the exact same tracking information and where to be delivered on 08/09/2014. On 08/09/2014 I had only received one box of the 4 packages. The package I received was not damaged and was small in size as it contained both Part # [redacted] and Part # [redacted] ONLY. Based upon the size of the box that I had received it would have been impossible for Part # [redacted] to have fit in that box unless there was a mini version of the part sent to me. I made several attempts to contact partsgeek via telephone. You cant speak to a live person as when you call the customer service number you are on hold from anywhere from 15 minutes to a hour then the call is forward to a automated system advising you the best way to contact a rep is via email and then the line is released. I have express my frustration about not being able to contact a live person to address me having not received this order via email several times as well. Each time it went unnoticed as nothing was every said about the issue. On 08/12/14 I received a email from partsgeek stating one of the 2 packages where actually delivered on 08/07/2014. That's interesting as the tracking numbers confirmed the package was in the state of CA on 08/07/2014. That's impossible for it to have been delivered to me not to mention the email I received from parksgreek stated 4 different packages which each having the same tracking number so now how was it one of the 2 packages? There was a RMA sent to me to return both parts [redacted] and [redacted]. I returned both items in the exact same box that it was received in.Tracking # [redacted] for the parts I returned.Desired Settlement: I have all emails to confirm communications with partsgeek. I can forward them if need be. I am requesting a full refund as I haven't received the entire order and the 2 parts I received was returned back.

Business

Response:

This is very interesting.. The billing address used for both orders:[redacted]

[redacted] First of all… we have an initial order[redacted] placed under [redacted]t shipping to [redacted]t [redacted]

[redacted]According to the White Pages, no currentresidents are listed for [redacted]. Then we have a second order placed[redacted]

According to the White Pages, no currentresidents are listed for [redacted]So now we have two orders with two separateshipping addresses, placed 3 weeks apart with different credit cards, differente-mail addresses and both claiming non-receipt despite FedEx showing delivered.At this point, there is a total loss claimof $510.17. It is currently being investigated. We do not refund parts that areclaimed to be missing or not delivered as indicated on our website. It is up tothe customer to contact FedEx. All tracking numbers are e-mailed when generated(before shipment) and sent no signature required as indicated on our website.We are not responsible for packages left in your absence. Nor are we are notresponsible for packages stolen after delivery.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I cant speak on behalf of a order claiming to have delivered to a completely different address with a completely different name. I would like to discuss my order ONLY not someone else order.

Regards,

Business

Response:

It wasn't placed under someone else's name. It was placed under the same exact name and billing address as "your" order.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I find it very disturbing that parts geek would message Revdex.com with vital and personal information of someone else including my own information that will be available to the public. Apparently they have complete disregard for there customer(s) and there personal information. Additionally I have spoken to a customer service rep about you the order that you are "claiming" is mine. Per the rep that order was returned to your warehouse prior to the writing of your message to the Revdex.com stating you had a lost claim totaling over $500 and is awaiting credit back to the customer. And to add insult to injury not once had the lack of not being able to speak to a rep was acknowledge. The first thing was done was partsgreek went on defense about me having received the order instead of actually acknowledging that I haven't received the entire order and at least during a complete and through investigation. Should that investigation had been done I wouldn't be accused of the other order that partsgeek are claiming is in question despite and considering that order had been returned to there warehouse even if it was my order. Also they would see that I did return the part of the order I received back under FedEx tracking [redacted]. I don't understand why you would lie to Revdex.com stating you have a claim for over $500 when at least I have sent the part of the order I did receive back to you all. Instead of accusing me of a order that isn't mine. Be a professional and address the real issue here. There haven't once been a reference on your behalf stating I did return the part of the order I received. I would find it hard to believe that you wasn't aware of this as partsgeek issued me the RMA for the return not to mention the date of the return is 08/15/2014 @ 8:36:10am. I shouldn't have to acknowledge this to you. Its my hopes that the world see my experience with such a disgraceful and terrible company and never do business with you all again.

Review: I purchased a wheel from Parts geek in May 2014. I returned it within 1 week of receiving it after realizing it was the wrong size in dimension for my vehicle. I provided the company with the tracking information which proved the product was returned to their facility. I have yet to receive my refund although they have sent me emails stating I would be refunded within 30 days. I have contacted them numerous times through email which is the only way to communicate with them and have ben given the run around. I made one final attempt in August again to request my refund by providing proof of correspondence, receipt of the returned product and a statement of my dissatisfaction with the lack of response. They responded by saying I would receive my refund on the card I used to purchase the product with in the next 10-14 days. Today I received the original product that I ordered on my doorstep. I Have not been able to actually talk to anyone, their entire refund process is inefficient and you cannot talk to a live person. I am very frustrated and irritated with the entire situation and just want to be done with this whole ordeal once I get my full refund.Desired Settlement: I want a full refund including tax, shipping and handling without any deduction for restocking fee as well as the money I spent shipping the product back to the company. I do not want nor need the product anymore as I have no use for it, it does not fit my car as I stated when I returned it in May of this year. However, I will not pay out of my pocket to return a product that they sent back to me in error.

Business

Response:

The order was refunded in the amount of $128.61. An itemized credit invoice was e-mailed to the e-mail address provided when the order was placed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I want to be reimbursed for the expenses I incurred for shipping the product back to the business. I went through much difficulty getting my refund and had I not gotten the Revdex.com involved would still be dealing with this issue. I have proof of the FedEx shipping charges of $26.20 that I would like to be reimbursed for. I have received the credit for the part to my bank account for the purchase price of the product already.

Regards,

Business

Response:

We do not refund return shipping expenses as indicated on our website.In addition, the reason for return was"Wed, May 14 2014 11:26amI purchased a wheel for my [redacted] and was sent the front wheel with the 7.5 with dimension. I need the rear wheel. The part ordered by the customer was [redacted]

Review: On Sept. 26, 2014 I placed an order online from partgeek.com for a car part that totaled $70.23. A few days later my order was shipped to my home address via UPS postal service but I was unavailable to receive the package. After three failed attempts to deliver the package, UPS then returned the item back to partgeek.com on 10/2/14. Since then, I have sent tons of emails to their customer service to refund me the $70.23 I paid for the item and I have only been getting the run around. It has been more than a month now since I placed the order and still no refund. I would really appreciate your intervention in trying to get my funds back from parts geek as I am dire need of money for my medications. Below is the order and shipping information for the item. Thank you for attention to this matter.

Order no: [redacted]

Tracking no: [redacted]Desired Settlement: Refund credit

Business

Response:

The tie rod end was refunded on 11/5/14 in the amount of $70.23.

Review: I received a damaged part on shipment and so refused the shipment. I got in touch with them regarding a refund the next business day. I received a refund for two out of the four parts ordered and have been told that they are looking into it for a month. I get the same answer every time and I'm beginning to doubt they are checking into this matter.Desired Settlement: I would like the refund owed to me in full within the next week.

Business

Response:

Apparently, the cover and the radiator support were not returned with the order. We had to submit a claim to the shipping company in order to recover the parts.The following credits were applied:3/7/15: $98.733/7/15: $11.735/11/15: $277.16

Review: Purchased a rebuilt torque converter from parts geek llc and it looks like its rusty/dirty inside like its not been rebuilt. I did a quick search to find a YouTube video of a transmission shop saying the have received many torque converters from Dacco who parts geek gets theres from that were not rebuilt. I emailed the company www.partsgeek.com and asked for a refund because of what I see and then what information I found online and they emailed I need to pay return shipping. Shipping will cost $77.00 and up because the part weights 50lbs. I don't think its right to try and make me pay $77 dollars to ship back a part I think looks used and know the torque converter company Dacco has shipped used ones out to people before. Additionally the $156.26 torque converter has a $55.00 dollar core charge but if shipping costs are more than the core charge then how can they claim there is a core charge when its not possible to get the money for it instead you would pay more to send it to them.I'm very unhappy and disgusted with this company and the lack of customer service they provide (none) with no phone number to contact them.Desired Settlement: Refund my purchase price of $156.26

Business

Response:

Remanufactured parts are not new, they are remanufactured(used). This means that you have someone else's core that was returned to Daccoto be rebuilt. How do you know it was not rebuilt? Was the partinstalled or tested? Is it defective? You cannot ascertain from looking at aremanufactured part if it has been rebuilt. It must be installed and/or tested.We cannot cover return shipping for a remanufactured partthat “looks dirty”, but has not been installed or tested. There is absolutelyno documentation here showing that the remanufactured part we shipped was notrebuilt.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

With all my years in the automobile industry and my vast knowladge in the repair industry I am very familiar about rebuilt and remanufactured auto parts. After examining the part and with the other information that I obtained on the internet I will not take a chance and install this unexceptable looking part into my transmission to test it. I dont know any other company that after my complaint and other information obtained would not agree with me and gladly return it paid by you the seller but its one of your many complaints you have against you from others and now me. Parts geek you are such fraud and unwilling to be a decent company you dont even have a customer service department to except calls and complaints. This is not a fight its a true customer complaint.

Regards,

Business

Response:

Yours is our first complaint regarding receiving a part that has not been rebuilt. This is not a common occurrence at all. We will e-mail you a pre-paid shipping label to return the part.

Review: I ordered a pair of leaf springs for jeep I am building and they sent me the wrong springs. Now I have been trying to return the springs I received that were wrong and they won't send [redacted] back by to pick them up. I tried to get [redacted] to come pick them up and they said they can't do it because I don't have account with them and I even told parts geek that I would pay freight to have them sent back and they don't ever answer me when I ask them why they won't send [redacted] by to pick them up. also when the springs came to me there was no paperwork with the shipment and they were wrapped in bubble wrap and it was tore in numerous places and then they kept asking me for product number and I told them many times I never received any paperwork with them. there customer service dept is terrible and you can never get anyone to answer there phone, so what else can I do ?? I would like to have them picked back up so I don't get stuck eating these $200.00 leaf springs since it was not my fault.

thanks, [redacted]Desired Settlement: All I want is to get my credit put back on my credit card and have the leaf springs sent back to parts geek so they can sell them to right person. We never even opened the springs because we measured them and seen they were to short before we attempted to take them out of bubble wrap.

Business

Response:

We have asked numerous times for the part number ON THE SPRING. The packing slip is irrelevant. We cannot initiate a shipping label without the part number.You state to the Revdex.com that you never opened up the package. Open it. There is a small engraving on the spring itself. We need the part number ON THE SPRING you received. I am aware that you ordered part [redacted] You state that you received springs for a [redacted]. I need the part number that you received, not what is on your invoice, not what is on the packing slip. Once you open the package and get me the part number, I can proceed with the return.?

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the only reason I am rejecting this offer is because I am not home, I am on vacation and I cannot print out the label they would send me. I will accept there offer but I would appreciate it if they could send the label to the address where they sent the leaf springs ( [redacted] this way my partner can put the label on leaf springs and it will be ready to ship back. the springs are already packaged and ready to go. I will accept there offer if they could please send the label to this address because I wont be home for another month. thank you very much

Regards,

Max [redacted]

Business

Response:

Mr. [redacted] has been issued a refund for $189.90 on 01/05/2016. Please allow 3-5 business days for the refund to appear. Mr. [redacted] will NOT need to return the parts and can dispose of them as he sees fit. Thank you..

Review: I ordered a part from them, [redacted] but recieved [redacted]. They refuse to return the incorectly shipped part and they refuse to ship the correct part.Desired Settlement: return old part at thier expense and ship correct part atthier expense.

Business

Response:

We apologize for any inconvenience this has caused [redacted]. We will be emailing [redacted] a prepaid shipping label so he may return the incorrect part received. As our website indicates:

All replacement items must be re-purchased. We do not send out free replacements. [redacted]'s has already advised Partsgeek on 01/16/2014 " What I received is nothing like what I ordered. Had to purchase somewhere else. Expect full refund and free return shipping. "

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

You have never sent a label!!!

Regards,

Review: I ordered two parts from parts geek . The parts were said to be here within 14 days . I waited a month and a half , I continue to try to contact them by phone but was unsuccessful parts geek would only contact me by email . I never received my parts and could never find out if they were being shipped. I paid $31*.86 and without me asking parts geek refunded half of my money and will not refund the whole amount . I continued to ask them just to send me my parts but they said there was nothing they can do . So now I'm taking this action and I'd like my whole refund thank you .Desired Settlement: A whole refund of $31*.86

Business

Response:

[redacted] was refunded $168.*6 on 03/24/2014, $*6.48 on 04/22/2014 and $54.42 on 04/2*/2014. Please allow 3-5 days for refunds to appear on his statement. Thank you

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I have now received a full and complete refund from parts geek but NEVER DO business with them again . Thank you for your hard work New Jersey Revdex.com !!

Regards,

Review: On 7/8/2014 I purchased an auxiliary fan from partsgeek for $154.95 for my BMW. I rec'd it on 7/16 and it was defective. Partsgeek informed me that I would have to purchase a second one and they would begin the process for a return authorization that would take 24 to 48hrs. Subsequently I followed up with e-mails regarding the process. Today they denied the authorization because I had too many open tickets. Apparently they were applying new open ticket numbers to my follow up e-mails, I tried to explain the issue and they denied the authorization for the second time.Desired Settlement: Simply to get the return authorization, and the shipping labels so they can issue refund tomy account.

Business

Response:

We didn't deny the return authorization, we denied a duplicate ticket. The system only lets you submit one inquiry at a time. The last inquiry we received was on ticket [redacted]Tue, Jul 15 2014 10:13pmI don't want to return the fan if there is a simple solution....I received the auxiliary fan for my BMW today, bolted it up and plugged it in, it went immediately to high without turning on the engine, it remained on high until I unplugged it. My car is a 2001 and according to most of the posts I read, the general conclusion was a bad fan but I don't know if there are other possible explanations. Thanks, [redacted] The RMA number for the defective fan is 3180217.Please write your RMA number on the outside of the shipping box in black marker. Do not write on the parts boxes themselves as we will not be able to resell your item. All cores must be returned in their original box. [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We ordered floor mats for a [redacted] and received [redacted] floor mats. We finally got an RMA to send it back and when I asked about the shipping account I was told )we had to send it back but would be credited for the amount due to their error. It has taken several weeks and many many emails to finally get a confirmation that the credit for the merchandise will be credited but when I asked about the shipping I was told that no matter if it was their fault they will not credit me. The cost to ship the item back was over half the cost of the item.Desired Settlement: I would like to be credited for the amount it cost me to ship it back to them.

Business

Response:

Please fax the return shipping receipt to ###-###-#### ATTN: [redacted] at your earliest convenience. Please make sure to reference your order number on the fax. The floor mats were refunded in full on 2/11/15.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It only states what I will do, what will the company do? I have faxed the information required to the fax # provided but dose that mean you will reimburse my fees?Please clarify.

Regards,

Business

Response:

The fax was received and the $38.21 was reimbursed on 3/3/15 @ 10:44AM. Thank You

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: on 8-11-placed order with parts geek was shipped 8-12-package was damaged some where in transit the package never made it to my house [redacted] returned to parts geek on Wednesday 8/19/package was left at parts geek dock and signed for by [redacted] never hearing from parts geek I emailed them about my problem they emailed back they contacted the warehouse about this issue and it might take up to hours and that your issue is top priority that is the last I heard from them sent several more emails with no responseDesired Settlement: everything was fine until there was a problem that had nothing to do with me if this is how they handle problems I would like a full refund so I can purchase some where else
Consumer
Response:
resolved

Review: Within 27 minutes of an order , attempts to contact them for cancellation are refused . Their on line customer "help ticket" rejects inquiry stating "you've reached max open tickets allowed ". Attempts by phone to their [redacted] and [redacted] only lead to disconnection after 15 minute hold time . After many hours over two days , I have been unsuccessful in my attempts to contact their CSR .CSR agent did not state any sale , return , or cancellation policy at the time of phone order .Desired Settlement: Have them cancel my order that was placed about 4 PM 11-4-2015

Business

Response:

As indicated on our website, order confirmation, and order invoice e-mails, we do not accept order cancellations. Can I Cancel My Order?We do not accept order cancellations because we often package products within an hour of ordering which is why we don't have the ability to cancel orders. We begin the order process as soon as the order is placed. Your RMA number and return instructions are listed below.Please write your RMA number on the outside of the shipping box in black marker. Do not write on the parts boxes themselves as we will not be able to resell your item. All cores must be returned in their original box. RETURN ADDRESS:[redacted]To: [redacted]

[redacted]Attn: ReturnsHow to return your part: All parts must be returned in their original box and in resellable condition.Parts cannot be installed or damaged by incorrect installation. Electrical parts are not returnable if unsealed Make sure you properly package your return. We are not responsible for items damaged in transit.You are responsible for all return shipping charges. You may use the shipper of your choice; however we recommend that you obtain both insurance and a return tracking number in the event of damage or loss. We are not responsible for uninsured, damaged, or undelivered packages. Refunds: Most part refunds are processed within 30 days of receipt. If you have not received your refund within 30 days, please feel free to contact us anytime.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

terrible service after the sale. I need to stop an order but was told by customer service I had to receive it then return at my Expense .

Review: What I ordered was not even close to what I received, pictures were sent as verification- now they want me to pay to return the item when it was there fault.

I do not want to pay for return shipping due to their error, I already paid for shipping once.Desired Settlement: I want them to pay shipping and a full refund. This is for a wheel part that I ordered and will not even have received by over two weeks now, I'll pay more local for better service.

Business

Response:

We will be issuing you a FULL refund on [redacted] credit card. There will be NO need to return the wheel and [redacted] may dispose of the incorrect part as she sees fit. Please allow 3-5 business days for the refund to appear on the credit card statement. We apologize for any inconvenience.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Parts geek send me a defective signal switch, when I emailed them to get an RMA# to return it, they replied that I would be contacted but I was not. I returned the part and requested a refund. The part was sent back to me in an my unopened box on it was written "refused". They will not return phone calls or answer the 1800 number.Desired Settlement: I want my money back. I do not want to do business with these people. They are crooks.

Business

Response:

Please see attached letter regarding this complaint. Thank you!

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I was told I would receive refund core charge within 30 days and most occurs within two weeks. After 30 days and no refund I wrote company and they emailed me telling me I would receive refund in 5-7 business days and still no refund.Desired Settlement: I would appreciate this to be refunded immediately

Business

Response:

As indicated on our website as well as the RMA e-mail:

Refunds:

Most part refunds are processed within 30 BUSINESS days of receipt. If you have not received your refund within 30 days, please feel free to contact us anytime.

The return was received on April 24, 2014 via USPS tracking number [redacted].

All cores are forwarded directly to the manufacturer to be rebuilt. Once rebuilt, we receive the "ok" and issue the credit.

The core credit was issued June 5, 2014, which is 30 business days from April 24, 2014 and within the specified time frame.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

But let me be honest and say they are not accurate in what they said below.

Regards,

MESSAGE FROM BUSINESS:

As indicated on our website as well as the RMA e-mail:

Refunds:

Most part refunds are processed within 30 BUSINESS days of receipt. If you have not received your refund within 30 days, please feel free to contact us anytime.

The return was received on April 24, 2014 via USPS tracking number [redacted].

All cores are forwarded directly to the manufacturer to be rebuilt. Once rebuilt, we receive the "ok" and issue the credit.

The core credit was issued June 5, 2014, which is 30 business days from April 24, 2014 and within the specified time frame. [redacted],

A customer support staff member has replied to your support request, #[redacted]

with the following response:

Hello,

I just emailed our warehouse and core credit should appear in 5=7 business days.

Thank You this was sent on May 27th after seven days pass and no refund I contact them again and get the letter below

This is to inform you that your credit was processed today. this was sent on June 5th

Invoice Number: [redacted]

Restocking Fee: -$0.00

Sales Tax: $0.00

Parts: $0.00

Total Credit: $50.00

A 15% restocking fee, if applicable, is charged on all returns that are returned for any reason other than a definite error on our part.

You will see the credit post to the credit or debit card you used to place the order in 3-4 business days. This is beyond our control.

We are constantly striving to provide our customers with the best possible service. We hope that your shopping experience has been an enjoyable one! If there is anything we can do to improve your experience please let us know.

Customer Service

###-###-####

in the end I received my refund today June 8th but will never do business with this company again if order requires core charge

thank you for helping me

Review: On 12/07/14, I purchased an A/C compressor for $140.23 and a A/C accumulator for $17.98 for a $158.21 with an order number of [redacted] from www.partsgeek.com. On 12/08/14, I received a [redacted] tracking number of [redacted] which still shows no activity. On 12/12/14, I received a part return request for the compressor, of which I did not request, nor did I ever receive a part to return. On 12/20/14, I received an email stating that my return had been processed, and that I had been charged a $21.03 restocking fee. In the email, a statement is made that "A 15% restocking fee, if applicable, is charged on all returns that are returned for any reason than a definite error on our part." Because the phone number provided on their website is never answered, I submitted a support ticket on 12/17/14, ticket #[redacted] asking why I received a return request when I had never made any such request and why I had never received either of the parts I ordered, which was never responded to. On 12/20/14, I received a refund on my account in the amount of $119.20. On 12/22/14, I submitted yet another support ticket online with the preceding information and received the following response from the billing department;

"Hello,

A Refund has been set up, please allow 2-4 days to post to your account.

Thank you"

After waiting 6 calendar days, 4 business days, I sent all this information a second time to the billing department and again asking for a complete refund and warning that I would be submitting the issue to the Revdex.com, this is the response I received this morning from the business;

"Hello,

We refunded you

Dec 20, 2014 03:10 $-119.20

Back onto card ending...[redacted]"

They clearly have no intention of refunding the full purchase price of $158.21 which would include the $21.03 restocking fee, which was wrongly charged, and the $17.98 for the accumulator I never received, of which I consider to be theft.Desired Settlement: All I want is the total purchase price of $158.21 refunded back to my credit card ending in 8941. They have already refunded me $119.20, all I desire is the remaining $39 be credited back to my card.

Business

Response:

It appears that the package never left the warehouse. For some odd reason, the front office at the warehouse was in possession of the package and contacted us to state that it was returned without an RMA. Apparently, the agent did not check the tracking number to see that the order never shipped out and they set up a return in order to credit. A restocking fee is automatically charged on "returns without RMA", but this was all in error. The accumulator should have also been credited.A refund of $39.01 has been applied today. We are very sorry for the inconvenience.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

To partsgeek.com, I wish to add the following comments. I accept your response to this claim, however, please note that this is the last time I will ever be ordering anything from partsgeek.com. This experience has left me with a very dismal feeling with regard to your business practices. Your customer service is virtually non existent; no one answers your customer service phone number and your online customer service inquiry system is a joke. Responses are seemingly auto-generated and completely impersonal. I provided specific details as to exactly what happened on several occasions and gave ample opportunity to resolve the situation long before involving the Revdex.com. However, with no personal connection to resolve the situation, I was forced to involve the Revdex.com. I have ordered from partsgeek.com several times in the past without issue but this experience has driven me away and I will be sure to share my negative experience with others. Do yourself a favor and upgrade your customer service practices to avoid driving others away. Regards,

Review: I bought a new fuel pump for my 2002 [redacted] and 3 year extended warrantee for that pump from ‘PartsGeek.com’ on 11/14/13. The cost of the pump=184.35, warranty = 27.95, shipping= 8.95

I paid for this on a debit card ending in [redacted] from a bank I had an account with in NYS in 2013 at the time.

That account was closed in person when I moved to ** around December 2013. The bank was instructed to closed the account, not allowing any further transactions to take place, and withdrew the remaining balance at that time. I used this pump until around 7/20/14 when I noticed the fuel pump was failing. Contacted Partsgeek about my need to warrantee the pump, on 7/24/14 I ordered the new pump from partsgeek that would be the replacement pump, using my [redacted] ending in [redacted]. This was the pump I did the return paper work on, they never inquired to which card to send the money back on, nor did they give me an opportunity to offer this info. After waiting for a few weeks, I inquired to ‘partsgeek’ when I would get my refund on the part, they notified me they had sent it to the bank in NY, that they had excepted the funds, and repeatedly informed me that this had concluded their responsibility to me, they never offered to help fix the problem their policy had created, nor were they helpful in my efforts to fix it. Calling this vender takes over 60 minutes of waiting time [if they pick up at all], and then only if you indicate on their phone directory that you are a buyer, if you stay on the “customer service line” you will not get anyone Partsgeek has indicated they sent the bank 212.30 on 9/3/14, the bank has repeatedly clamed they sent the money back to them, after more phone calls the bank in NY has indicated transaction number this money was sent back, the bank has at least been working with me, and appears to be trying to help, they even call me back, ‘Parts Geek’ has refused to help, and has ended communications with me.Desired Settlement: A perfect outcome would involve an apology from partsgeek, a change in their refund policy to involve inquiring which credit card a refund should go to when more then one is involved [or at least just the last card used] and my refund indicated in the above complaint of 212.30, the money Partsgeek themselves offered as the warrantee on the failed [and now returned] pump.

Business

Response:

As indicated on our website: All refunds are applied in the same manner you paid (e.g., if you paid with acheck, you will receive a check refund).We have no idea of knowing if a customer’s credit cardaccount is active or inactive. It is the consumer’s responsibility to notify usif a credit card account was closed or if they would like to receive a checkrefund. The system doesn’t check for new orders, nor does it apply credits toany other card than the card used to purchase the items. If we apply a credit and the credit is accepted andsettled successfully, there is no way that we can rescind the credit if it wasaccepted.We currently have an inquiry into [redacted] regarding the credit being returned. As per our records, we have not received a refund back to our account. [redacted] should get back to us within 48-72 hours. Once we hear from them, we can proceed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:In reading this, I see two issues, 1.Partsgeek claims “We have no idea of knowing if a customer’s credit card account is active or inactive.” Well why don’t you ask?, why doesn’t your return form have that question on it? You had a lot of questions and requirements regarding the return to protect your company that I had to fulfill, why not one insuring the customer doesn’t have to gothrough what I have?Clearly you don’t care about your customers in the way you’ve treated me, I get that.I waited 4 days stranded without my truck before partsgeek [you] got back to me, by that time I had ordered the new pump anyway, an hour wait on the phone? days waiting on email ticket? Contact you? How? ... but you know that don't you. Anyway, as the business has indicated, they wouldn’t have changed what card they sent the money back on anyway, saying “All refunds are applied in the same manner you paid” To that I say; well I DID pay with the card ending in [redacted], for a replacement pump, what of that second purchase? what of that most recent card used?I didn’t think I needed to indicate what card to have the refund applied to since I DID use the card I currently had to buy the second pump, if partsgeek hadjust sent the warrantee pump without me first paying for it and involving a second purchase and card, they might have a leg to stand on, but I had to buythat second pump, what of that money on that card??? Either way, I accept it’s a lousy policy from a lousy company, but getting past that and deal with the money that hasn’t yet been returned in over 6 months!On to the second issues.2. I disagree with partsgeek that once a card/bank accepts the money, there’re obligation to a customer is over forever.If the money has been returned due to the account being closed, then they very much have a obligation to return that money to the customer. If we are forced to goto court on this, I believe the court will see it my way, and your avoidance games will end there, and the costs will be much more then just the money you're holding on me The bank has indicated they would only send the money back to partsgeek, and that they had done so. providing the information to relay to partsgeek; merchant possessor, [redacted] # [redacted] We both the bank and I have tried to contact partsgeek on the phone… The bank has been working with me, returns calls, I can’t get partsgeek to even answer their phhone.Their last email to me, [after months of emails on this] “I spoke to our billing department, and this was indeed credit and your bank did indeed accept payment,"[no one is questioned these facts] "if your bank is still stating otherwise you will need get a bank/cc statement and or/ a letter from the bank/cc co. stating that they did not accept the credit."[note, none of this is about the bank accepting the credit, it’s about the bank returning the money to partsgeek and partsgeek KEEPING said money]merchant possessor, [redacted] # [redacted]You would think that after 6 months of this, they would have already “inquiry into [redacted] regarding the credit being returned” on my case…why didn't partsgeek just say this insted of that they did sent me in the last email?

Regards,

Business

Response:

In response:No return form from any company in the entire world has a question that states, “Is your credit card active?” When I returnsomething to a company, I expect that the card that I used on that particular order will be refunded. For example, I place numerous orders with [redacted]Each order is either placed with my debit card or my [redacted] credit card or sometimes my [redacted]. If I return an item, I know that whichever payment method Iused will be credited. I do not expect that [redacted] will check all my other orders for other payment methods and credit erroneous cards at random. That isnot how an e-commerce system works [redacted] and it is illegal. Without boring you with the inner workings of how our e-commerce system operates, your suggestions on how weshould refund customers is unfeasible. Once an order is placed, the PO is locked in. The credit card information gets encryptedand once charged, it is issued an RNREF number. For example, your PNREF number was[redacted]. The system cannot issue a refund to any other RNREF number or to any other credit card not associated with the initial PNREFnumber. The system does not search for new orders placed or check for other payment methods, nor does our system send an e-mail asking if it’s ok to creditthe order. It simply credits the order once a credit memo is entered. It is the consumer’s responsibility to let us know ifthey closed an account or need a refund via check. We receive numerous requests each day. I did not state nor imply that our obligationended with the credit. I simply stated how a credit works and what I need to doto rectify the situation with [redacted].Case [redacted] means absolutely nothing tous in terms of a reference number. That is a number that your bank issued. Itis not a transaction number that I can search in [redacted]. [redacted] states that the money wasreturned to us on October 22, 2014. Theyapplied the credit toward our bill, therefore it did not show up on our monthlystatement as a credit reversal. A check is being mailed today in the amountof $221.25. I will refund the shipping on the order as well. I apologize thatit took so long to rectify. If my employee would have brought this situation tomy attention earlier, it would have never gotten this far. Tell us why here...

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Well I still don’t agree on the credit card purchased must be returned to the first card used thing, I see no problem with refunding the card used for the warrantee [second] pump, that card is in your system too, and was clearly the latest card used.What if it was a life time warrantee on a part bought 20 years ago? You would send money back to an account used 20 years ago? This doesn’t make sense to me, it’s only logical to refund to most recently used card. But to go back and forth on this, there’s no point. I look to have this behind me, I’ve spend many hours on the phone and writing emails like this one, for something that should [and could] have been handled with 2 phone calls after the initial problem was discovered, one to the bank that shouldn’t have accepted the funds in the first place, and one to partsgeek a few days laterafter it was safe to believe the refund had taken place. If com had been better, [the bank offered to do a 3 way call with parts geek to straighten this out] this could have been dealt with in a couple of weeks tops, but it wasn’t. I accept this outcome, and am grateful to [redacted] and the Revdex.com in helping resolve a problem that seemed destined to go to court, [and no one wins in court] as I had done everything possible to deal with it on my own, without success. This is the first time in my over 3 decades of buying parts I have ever had to go to the Revdex.com. I don’t hold partsgeek to blame for the failure of the part, the crediting of the wrong account, or that closed account/bank accepting the money, none of that isreasonably their [your] fault, but the 6 months of foolishness following those problems… yeah.not handled well I have received the check partsgeek promised to send, so this is done So, thanks

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I ordered a fuel pump on 12-15-14.

As of today 1/02/2015 I still never received the fuel pump. Parts Geek owes me a refund. I emailed them more than 50 times with no response. I called them more than 20 times and have always been put on hold or hung up on. This should have been a simple transaction. If you purchase an item you should receive the item. Parts Geek or Pro Parts whatever you’re calling yourself please refund my money. This has gone on for way too long. No one is returning my calls.Desired Settlement: please refund my money. This has gone on for way too long. No one is returning my calls.

Business

Response:

[redacted] cannot determine what or what our company can/will or cannot/will not do, just as we cannot tell [redacted] how to run their business. Yes, you are entitled to a refund, however we have to follow policy and procedure. [redacted] shows the package delivered. We have to wait for [redacted] to conclude their investigation. We state on our website that all packages are shipped no signature required. Shipping PolicyAll orders are shipped "no signature required" for your convenience, however we strongly advise that you are available to sign for the package. We are not responsible for losses that occur as a result of packages being left in your absence. All shipping charges are non-refundable. We do not offer shipping reimbursement. It is also reiterated on the order confirmation e-mail:Shipping Policy: All orders are shipped no signature required. Please be aware that orders only ship on business days; we do not offer weekend or holiday delivery. All orders placed after 4PM EST will be processed the following business day. Tracking numbers will be E-mailed to you within 1-2 business days. Ground orders are delivered within 3-7 business days. Truck freight orders are delivered within 7-10 business days.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:my wife is a stay at home mother, and the package was never delivered [redacted] has stated that since you are the shipper you signed a waver stating that you( as the shipper) take responsibility of any lost or stolen packages - please check your shipping labels its in the small print when do I expect to get my refund?

Regards,

Business

Response:

Hello [redacted]You were refunded 7 days ago in the amount of $183.18. We appreciated your patience throughout the claims process.Thank You?

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: This company sell auto parts via the internet, and they charge a core fee on certain products, which they state customers well get back once the old part is sent back to them, but the customer is responsible for the shipping charges, which tend to be more than the core fee they charge. For example my order included a core fee of $35 but the cheapest return shipping charge is $40 with UPS and $35 with FedEx. The shipping fee is high due to they accept returns for refurbishing/to refund the core fee at their NY warehouse only. All customer the are charged a core fee residing in the west coast are loosing the fee by default.

They also make the customer pay for all shipping charges even when they make errors and send out the wrong parts. They make the customer pay the shipping fee to return the wrong item after they have paid shipping to receive the item. The return fee is higher due to customer do not send items in bulk and get a high shipping price for which they do not refund.Desired Settlement: They should refund original shipping charge, and prepay for a return label when it is their error. They should stop charging Core fees when doing business in the internet due to high return shipping charges.

Business

Response:

Prior to Mr. [redacted] placing his order on his checkout page, we note [redacted]please see customer service page for refund and return details[redacted]. As our website clearly notes prior to ordering any products: How Should I Ship Back My Return? 1. Check that all of the parts you wish to return are included in your RMA e-mail. 2. We strongly recommend that you return your item with a shipping carrier that can provide you with insurance and a tracking number in case of loss or damage. 3. All returns should be able to be tracked from the time you ship your return until it is signed for on the dock. 4. Please make sure to clearly write the correct RMA number on the outside of the shipping box. 5. Please do not write on the "boxes" your parts come in as your product will not be considered "resalable". 6. All returns are freight prepaid by the customer. We do not offer return shipping reimbursement regardless of the party at fault. I got a wrong part, who pays for return shipping? We do not offer return shipping reimbursement regardless of the party at fault. All returns are freight prepaid by the customer. However if the customer was sent merchandise they did not order, once confirmed thoroughly if a wrong part was sent to our customer’s and a definite error on our part, Parts Geek would not expect our customer to pay for our mistake. Parts Geek would offer a prepaid shipping label for a definite error on our part. Core charges can be pricey to return as they are sometimes heavy. However Mr. [redacted] did not contact us prior to the order and agreed to our policies as he placed 2 orders with Parts Geek. Our no return shipping reimbursement policy has been in place since 2002, at this time we cannot change our policy.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,