Speedy Appliance Parts LLC

The customer placed an order on our site. This order was shipped to the address provided on their order. Unfortunately, due to a carrier issue, this was not delivered to the customer and is now being returned back to our facility. She asked that the order be reshipped to an alternate address. Our...

company initially asked for a reshipping charge on the order as this was not our error and this was altering the address. Shipping Charges are only covered by our company should the error be on our end. After further contact with the customer, we offered to reship this package back to her at no additional charge as it was a carrier issue and no error of the customer's nor our company. Per the customer's last email, our company feels as this issue has now been resolved and the customer's wishes for a reshipment without charge has been fulfilled. If any other information is needed, or if anything is unclear, please feel free to contact me.Thanks,[redacted]

We do not owe [redacted] a credit because the part he has returned was used and Installed. As this is against our return policy and Mr. [redacted] agreed to the terms regarding returning Installed parts no credit was issued for the part and it was disposed of as is also stated in our policy. As...

per our Policy, Installed, used parts are non-refundable. Below are the events that transpired between Mr. [redacted] and our Company.[redacted] placed an order with our Company on Friday, January 22, 2016 for one (1) Furnace Ignition Module Replacement – Part ER1003. Mr. [redacted]’s order was shipped on Tuesday, January 26, 2016 and Delivered via USPS on Wednesday, January 13, 2016.Our company keeps detailed records of any Customer concerns that come in either called in, over our “Live Chat”, or emailed to us. Mr. [redacted] contacted our Customer Service Department via email on Tuesday, January 29, 2016 requesting to return one (1) ) Furnace Ignition Module Replacement – Part ER1003. Mr. [redacted] stated in the email that he agreed to the Terms that the part was not installed and/or used. Our Customer Service Department replied back issuing him a Return Authorization Label.Mr. [redacted] returned these items back to our facility on Tuesday, February 2, 2016. This item was processed and one (1) Furnace Ignition Module Replacement – Part ER1003 was found to have been installed. It was explained to Mr. [redacted] that a refund for this item was denied to us by the distributor due the part he had returned being installed. We provided documentation from our Warehouse supporting the fact that the part was returned Installed and credit was denied.Refunds cannot be issued on used, Installed parts. If customers were allowed to return used, Installed parts then these items would then of course in turn be resold and this would create a situation in which customers are receiving installed parts that other customers have used, perhaps while misdiagnosing a problem with their appliance and in which the part could have been damaged or the life of the part shortened because of improper diagnosis or installation. This is not fair to any customers.We must stand by our Policy as posted on our site because if we don’t we are not able to guarantee to our customers they are receiving NEW Parts. If used, Installed, returned parts were allowed it would in fact be hurting customers because they would be receiving parts that may now be damaged and that would definitely be void of a Manufacture Warranty.Also enclosed is a copy of [redacted]’s invoice, photos of the installed items and a copy of the return statement showing credit denied due to Installation. If there is any other documentation you may need or if anything is unclear please contact me.Thank You,[redacted] Speedy Appliance Parts LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I should not have to request that an order be cancelled multiple times.  They agree that I requested my item be cancelled, and that they received that email, before they shipped the item.  I made it clear in my first email that I wanted the order cancelled and that I would be getting the item from another merchant, thus there would certainly not be any need for their item any longer.  Thus all shipping charges, to and from should be their responsibility.  The fact that they did not cancel my order upon my request and that they then did not wait for a reply to their email, but shipped it out anyway is not my fault.  They need to pay for these charges as they were 100% their fault.  Also charging me the for the item more than two weeks before they shipped it is not acceptable either.  Items should be billed once they have been shipped, not before.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 
If Ms/Mr [redacted] would like me to return the assembly/part to them, she/he can send a postage paid return label as well as guarantee a full credit of all charges made to my account.
Her/His insistence that I submit to their whims and pay the return postage plus accept whatever percentage token refund she/he choose to make is unacceptable.
Thank you.
 
[redacted]

[redacted] placed an order with our Company on Friday, August 14, 2015 for one (1) Whirlpool 279838 Dryer Heating Element Replacement – ER279838 and chose the 3-5 Day shipping option for $4.95 (3-5 Business Days). Mr. [redacted]’s order was delivered on Monday, August 24, 2015 2015. Per Our...

Policy:
Shipping & Delivery
Orders are processed until 4pm ET each business day. Orders placed after 4pm ET will not be processed till the following business day. Order processing typically takes one business day. It is important to note that a processing day is not counted as a shipping day.
The shipping time-line is based on business days. Business days are Monday through Friday, excluding U.S. federal holidays. You will be notified by the email on your account once your order has been shipped.
Mr. [redacted]’s order was placed on Friday evening at 6:08pm EST. Since this was placed after our shipping cut off time, this was not processed and shipped until the next business day (Monday, August 17, 2015). With Shipment on Monday, August 17, 2015 and delivery on Monday, August 24, 2015, [redacted] received his order within the shipping time frame that he selected during checkout. This order was not delayed as this was delivered to Mr. [redacted] on the 5th business day.
Enclosed is a copy of Mr. [redacted]’s invoice and the Tracking Detail Pages showing Proof of Delivery. If there is any other documentation you may need or if anything is unclear please contact me.
Thank You,
[redacted]
Speedy Appliance Parts

Our Original Response for this Complaint was to stand by our Policy as we are unable to process and return that has been installed. We were not given credit from our Parts Distributor due to the part being installed. I have reviewed this case again and understand the severe inconvenience to Mr. [redacted] that the order could not be canceled in time. I see that a dispute was opened on his end, causing the status of the order to set to refunded, which caused confusion on all ends of communication and this order was shipped. As a courtesy, I would like to offer Mr. [redacted] a full credit in the amount of $63.20. This would be processed as an In Store Credit as the original transaction is too old to be refunded through our standard processor. This in store credit would never expire and could be used towards the purchase of any item on our site. Should the customer find this a suitable resolution, I will have that processed immediately.If any further information is needed, or if anything is unclear, please contact me.Thanks,[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complain[redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]The definition according to Wikipedia.org is "First, customers are "baited" by merchants's advertising products or services at a low price, but when customers visit the store, they discover that the advertised goods either are not available[1] or are not as good as expected, or the customers are pressured by sales people to consider similar, but higher-priced, items ("switching")." I was provided and advertising price according to the website for this part.  During the checkout process I was not informed about something being on backorder.   After I placed the order I received an email stating that the part was not available.  I was then told by sales that if I wanted the part on time I would have to pay a higher-price for similar item.Every part of the definition above was done during this transactions.Again there was not wording stating that product was not going to be available to me and there is nothing saying I should email or chat online with someone to determine if the part was available.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As has been stated many times I made it clear that I no longer wanted their product, before it shipped.  They received that request before shipping it and decided not to honor my request and shipped it anyway.  This process has been unacceptable from the start and I will not be doing business with them at any time in the future, so "store credit" will be useless to me.  I will not be satisfied with anything less than the full refund of the remaining balance. 
Regards,
[redacted]

We do not owe [redacted] a credit because the part she has returned was used and installed. As this is against our return policy and [redacted] agreed to the terms regarding returning installed parts no credit was issued for the part and it was disposed of as is also stated in our policy. As per...

our Policy, Installed, used parts are non-refundable. Below are the events that transpired between [redacted] and our Company. [redacted] placed an order with our Company on 28th Apr 2016 for one (1) Whirlpool 8577356 Washer Remanufactured Timer Control Part # ER8577356 along with one (1) other item. [redacted]’s order was shipped on 29th Apr 2016 and Delivered via USPS on Monday, May 2, 2016. Our company keeps detailed records of any Customer concerns that come in over our “Live Chat”, or emailed to us. [redacted] contacted our Customer Service Department on 5/3/2016 requesting to return the Whirlpool 8577356 Washer Remanufactured Timer Control Part # ER8577356. [redacted] stated in the email that she agreed that the part was not installed and/or used. Our Customer Service Department replied back issuing a Return Authorization Label. [redacted] returned this order to our Distributor warehouse on 5/26/2016. The returned part was inspected by the Distributor and was found to have been installed. There was further email or chat correspondence with [redacted] on June 7, 2016. It was explained to [redacted] that a refund was denied to us by the distributor due the part she had returned being installed. We provided photos via email from our Distributor supporting this as well. Refunds cannot be issued on used, Installed parts. If customers were allowed to return used, Installed parts then these items would then of course in turn be resold and this would create a situation in which customers are receiving installed parts that other customers have used, perhaps while misdiagnosing a problem with their appliance and in which the part could have been damaged or the life of the part shortened because of improper diagnosis or installation. We must stand by our Policy as posted on our site because if we don’t we are not able to guarantee to our customers they are receiving unused/ uninstalled Parts. If used, Installed, returned parts were allowed it would in fact be hurting customers because they would be receiving parts that may now be damaged and that would defiantly be void of a Manufacture Warranty. Enclosed is a copy of [redacted]’s invoice, tracking information showing proof of delivery and a copy of the return statement from the Distributor showing credit denied due to Installation. If there is any other documentation you may need or if anything is unclear please contact me.

[redacted] placed an order with our company online on April 20, 2016 for quantity one (1) Washer Remanufactured Timer Control - Part # ER8577356. This order was fulfilled and shipped via USPS on April 21, 2016.Mr. [redacted] contacted our Company via email on August 30, 2016 stating that the item was...

defective and would not spin. For defective items, we must follow manufacturer procedure so our Customer Service Rep asked for Mr. [redacted]'s model and serial number from his appliance. Once he provided his model and serial number, it was clear what the issue was. The timer that Mr. [redacted] ordered was not listed for his unit. The correct timer listed for his model number per the manufacturer directly, is part number 12001534. This voids the manufacturer warranty on the part as the part was not made to work with his unit in the first place. While the item may have worked for a short time, the specs for the part were not made to function with the specs of his unit and this causes failure normally immediately after installation, however in some rare cases, the part may work for a while before failing completely.Our Customer Service notified Mr. [redacted] of this and apologized for any inconvenience this may cause for him. Unfortunately, we were unable to offer any replacement or refund on the item as the manufacturer would not approve a warranty replacement and we could not accept an installed item back as a return as per our Standard Return Policy.Our Customer Service did everything as per standard policy as listed on our site as well as the manufacturer's policy and procedures. Unfortunately, we were unable to give Mr. [redacted] what was desired as this breaks standard policy for our company as well as the manufacturer. Allowing a replacement for an item that is not made to work with his unit to begin with would only cause the same issue to happen again.We apologize that we were unable to completely assist Mr. [redacted] in this situation, but we do hope he understands that the manufacturer does not honor replacements for items not made to work for a specific unit. We do recommend as well that he contact the manufacturer directly to confirm the information that I have provided in this case.Please let me know if you have any further questions, or if anything is unclear.Thank you,[redacted]

Good afternoon! I am sorry to hear of the troubles you were having with your order. Unfortunately, t his part was out of stock at our warehouse and on a slight back order with the manufacturer which is why your order had not yet shipped. That message that we sent asking you if you were sure you...

wanted to cancel your order was only a courtesy suggesting that you may want to check around to other retailers of this part to ensure you are able to locate the part in stock elsewhere before cancelling your order with our Store. A lot of the time if we do not have stock of a part, then most online retailers are waiting on it to come in as well. I do see that you were able to confirm the order cancellation with our Customer Service Team and your order has been refunded in full. The refund was processed on Transaction Tag [redacted] in the full amount of $38.70. Please let us know if you have questions or concerns at all. I appreciate you working with our Customer Service Team and although we do not have a phone service we are very responsive via email communication as well as Live Chat on our site! I hope you enjoy the rest of your weekend! Thanks!

The customer returned the merchandise to us installed. It is against our policy for installed parts to be honored for a refund. The Return Policy is listed on the website. It was also provided to the customer via email and on the label the customer used to return the installed part. This label also...

states that any installed parts returned to us will be disposed of since we do not sell used parts. The customer paid a total of $63 USD for the part. Asking for $80 is beyond what the customer paid. I have attached the Return Policy as well as photos of the installed part the customer returned to us. The black marks and scratches on the terminals of the part are a clear indication that the item was installed. Refunds cannot be issued on used, Installed parts. If customers were allowed to return used, Installed parts then these items would then of course in turn be resold and this would create a situation in which customers are receiving installed parts that other customers have used, perhaps while misdiagnosing a problem with their appliance and in which the part could have been damaged or the life of the part shortened because of improper diagnosis or installation. This is not fair to any customers. We must stand by our Policy as posted on our site because if we don’t we are not able to guarantee to our customers they are receiving NEWParts. If used, Installed, returned parts were allowed it would in fact be hurting customers because they would be receiving parts that may now be damaged and that would defiantly be void of a Manufacture Warranty.

I went ahead and processed a refund for this customer on Transaction Tag [redacted] to resolve the case as per the customer's original desired settlement.If you have any further questions or concerns, please feel free to contact me.[redacted]Speedy Appliance Parts

[redacted]  [redacted]
Revdex.com:
Thank you for your assistance in this matter.  After two months, the company has finally refunded my money.  The refund was posted on 10/20.  I am satisfied and require no further response from the company. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I supplied the order number in the original complaint, which was for one item only.  For the company to say they're waiting for "confirmation of the appliance" or part number literally indicates that they haven't even looked at the order - they're just using this language as a stalling tactic.  For reference, the part number is ER241872507.  Per my multiple correspondences with the company and the Revdex.com, we are beyond the point of a replacement part sufficing as an acceptable resolution.  I have no faith in the company's ability to fulfill a basic order, much less a replacement.  I expect a full refund, as described in the initial complaint.Lastly, the company says they have reached out to me via email about this complaint, which is a flat out lie.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have received a refund from the company, thank you

I received a letter regarding this Complaint ID # [redacted]; Thank you but respectfully my position remains unchanged.
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[redacted] was not issued a credit because the part he has returned was used and Installed. As this is against out return policy and Mr. Mathis agreed to these terms regarding returning Installed parts no credit was issued for the part and it was disposed of as is also stated in our policy. As per our Policy, Installed, used parts are non-refundable.
 
Mr. [redacted] returned this order to our Distributor warehouse on Friday December 19, 2014. The returned part was inspected by the Distributor and was found to have been installed. It was explained to Mr. [redacted] that a refund was denied to us by the distributor due the part he had returned being installed. We have provided a copy of the Distributor Rejection for the Return. When the Distributor receives parts returned Installed they dispose of them and are not resold.
 
Refunds cannot be issued on used, Installed parts. If customers were allowed to return used, Installed parts and these items resold and this would create a situation in which customers are receiving installed parts that other customers have used, perhaps while misdiagnosing a problem with their appliance and in which the part could have been damaged or the life of the part shortened because of improper diagnosis or installation. This is not fair to any customer. We have shown we were denied credit from our Distributor due to Mr. [redacted]’ used, Installed return.
 
We must stand by our Policy as posted on our site because if we don't we are not able to guarantee to our customers they are receiving NEW Genuine Factory Parts. If used, Installed, returned parts were allowed it would in fact be hurting customers because they would be receiving parts that may now be damaged and that would defiantly be void of a Manufacture Warranty.
 
 
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If you need the documentation for this case re-sentor if anything is unclear please contact me.
 
Thank You,%3

We are disputing Complaint ID: [redacted]. We do not owe [redacted] a refund because she hasreceived a free of charge replacement order delivered on Wednesday January 20, 2016. We have includedthe Shipment Tracking Number showing Proof of Delivery. Ms. [redacted] has this order in her possession.Below...

are the events that transpired between Ms. [redacted] and our Company.[redacted] placed an order with our Company on Wednesday, December 9, 2015 for one (1)Clothes Washer Door Boot Gasket Replacement Part # ER8182119. Ms. [redacted]’s order was shipped onThursday, December 10, 2015 and delivered on Tuesday, December 15, 2015 via FedEx tracking #[redacted].The Customer received a defective part and as soon as we were able to determine that the partwas in fact defective we sent a free of charge Replacement order to Ms. [redacted]. This order was shipped onWednesday January 13, 2015 and was delivered on Wednesday January 20, 2015 via FedEx tracking #[redacted].Ms. [redacted] has not contacted our company since receiving the Replacement Order. We have alsoprovided proof of delivery showing the delivery of the Replacement order.Enclosed is a copy of [redacted]’s invoice including the Tracking Detail Page from FedExshowing Proof of Delivery of the Replacement order. If there is any other documentation you may need orif anything is unclear please contact me.Thank You,[redacted]Speedy Appliance Parts

Good afternoon, As a courtesy to this customer, we have refunded the cost of the part they have returned, $51.75. The refund was processed on Transaction [redacted] on 1/3/2016. This refund was issued per our Standard return policy for the Bake Element Replacement that was...

returned. Please contact us should you have any questions or concerns! Thanks!