Genuine Replacement Parts Reviews (%countItem)
View Photos
Genuine Replacement Parts Rating
Address: 210 W Hollywood Blvd Unit 241, Mary Esther, Florida, United States, 32569-7710
Phone: |
Show more...
|
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Genuine Replacement Parts
Add new contacts
ADVERTISEMENT
Mid characterization of condition of returned item
On 11/07 I placed an order with the subject business for a discontinued part for my Maytag dryer. The part I needed was the control unit that is housed inside the cover in top of the dryer. On 11/13 I received the part. Upon opening the box I realized the part was only the cover or a shell and not the entire control unit as needed. I have the cover for my dryer and did not another one. What I needed was the control unit that is housed in that cover. I immediately contacted the business who asked for photos. I sent those photos straight away and was then given the green light to proceed with the return. The part was in its ORIGINAL box and packaging as sent to me by them. As instructed I took the box to my local FedEx station and proceeded with the return - which I paid for myself. I was informed via FedEx tracking that the item was delivered to them on 11/18. Today, 12/03 I receive an email from a representative with photos of a broken part, and being told I returned it in that state and telling me to discuss with FedEx! The item was delivered to them almost 2 weeks ago, and I am unable to know where this item has been between 11/18 and 12/03! I have all emails, photos and FedEx confirmation receipts.
They informed me that they do not have the part I needed. I am shocked and disgusted by such a dishonest approach, blaming the customer for something that probably occurred in their warehouse between 11/18 and 12/03. I have no intention of doing business with this company anymore and request a full refund of my money, over $385.88
If a part is received damaged by a customer and proof is sent to us, we quickly issue a refund or send another part. That is not the case here, the part was inspected and found to be damaged upon return, this does fall under the responsibility of the customer. If you read the return instructions that were sent to you it states;
"It is your responsibility for all risk of loss and damage to products being
shipped for return or replacement. Please fully insure return shipment in
case of loss or damage."
We have seen before when you file a claim with FedEx, with the pictures of the damage we sent you, they will try to file a claim and issue you a refund.
Our return instructions also state ;
"Please allow 10-15 business days from the time item is received and
inspected to process the return."
We did reach back out to you within this time frame to notify you of the damage.
We will not be issuing a refund for this order.
Here is a link to over 45k 5 star reviews for our company - https://www.sitejabber.com/reviews/genuinereplacementparts.com
We are reputable and in good standing with our customers. We must uphold the policies we have in place, even if some customers do not like them. All policies are accessible through our website and were clearly communicated to you before you sent the part back. If you did not purchase shipping insurance, that is not the fault of GRP.
Respectfully
Happy to have found GRP and very satisfied with their service, speed, communication and the care taken with my order. I recommend them highly.
Hi John,
thank you so much for your positive review. We are so happy to hear that you were satisfied with your order experience. Please let us know if we can ever help in the future.
Thank you for choosing GRP!
Last week I purchased a control board for our Whirlpool Dryer. The part was about $100 less than on Amazon or repair clinic. It arrived within days, I installed it and our dryer is working again. I used the model number, rather than just the brand or type, to find the part on GRP. Perfect match, quick delivery, great price.
Wrong part sent. Image in catalog clearly not what I was sent. Reponse was that I would have to pay to ship back to them for a refund and pay a 25%.
Order# XXXXXXX
Rep = ***
I ordered what was described as a 'door replacement' for my Samsung refrigerator, but received only the clear plastic insert for the door. The response I received was that they sell to professionals and have a disclaimer if you are buying as a customer. My feeling is If they don't want to support customers, they shouldn't sell to them; and they shouldn't use Google adwords so as to show up as an option when you search for a part (professionals don't search for parts on Google, I wouldn't think. Even aside from that, it was their system that matched me with a part number; and the catalogue image is NOT a clear plastic insert. The description says, "slide door' not "plastic insert for slide door" and the corresponding does NOT show a clear plastic insert.
Their response after numerous email exchanges is essentially that it was my fault, I should have looked more closely and that they don't even sell the full slide door or the trim that goes around the clear piece. This is their response to my request that they help me buy the other part of the door:
"If you lookup the part number for this part that you ordered you will see that it is just the clear plastic insert and does not include the outer white border trim. Unfortunately, we don/'t sell the outer border trim for your model, if you were needing that part as well, I would suggest contacting the manufacturer."
They're clearly playing on misdirection.
I've copied my email exchanges into the PDF I'm including with this complaint.
Full refund (no 25% restocking fee) and reimbursement for shipping back to them for return. I will be shipping back this afternoon and can provide that receipt if asked.
After further research I must apologize for the way this situation was handled. I can definitely see how you could feel you were going to receive more than you did. I have sent this to our IT team to update and used this as a training opportunity for my Customer Service team. I have issued a full refund to the account used to make your purchase.
Again, I apologize that this was overlooked and will make sure my team knows how to handle this scenario fully in the future.
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response and the full refund. You have been much more polite and understanding than the phone agent I spoke with; however, I had to pay $12.08 to ship the package back to you. I'm happy to provide the receipt, but refunding that as well would be appreciated.
I ordered a part for my dishwasher, using GRP's search function to identify the right part. It does not fit and they are making me pay for the return.
I ordered a lower rack for my Frigidaire dishwasher using GRP's search function and the exact model number of my machine. I was concerned about fit because I had ordered from a different company and was sent a part that could not be used because it obstructed the spray arm in my machine. I verified the part was correct using the image on their website and confirming via their chat function on 11/6. After reciing the wrong part and sending the requested images, I received confirmation that "this is a substitute part and the original or the sub part is no longer made. This is the last one the we have. If you would like to return it we can do that. You will not be able to find this rack since it is discontinued." Given that the part I received does not fit and does not match their website image, the mistake was theirs. I should not have to pay for return shipping.
I would like credit for the original purchase price and shipping charges as well as return shipping charges if they want the part back.
On 12-03-2019 the customer was issued a refund of $99.02. After further research I was able to see that the customer was sent an incorrect part and not a sub. I apologize that this was not caught sooner. I have issued a refund for the remaining $26.99 for this order.
This company refused a return on an unused part with a policy not suited to home repair items.
I ordered an ice maker for our fridge and when we realised there was a different issue with the water supply and tried to return within 5 days the answer was simply NO. Since we had opened the box and the part was considered mechanical the policy is no returns or exceptions. Makes it pretty *** your everyday home repare guy.
Would never recommend ordering.
I just want to return my part and receive the money I paid for it back.
This customer admittedly installed the part thus making it ineligible for return. As stated in our return policy, all returns must be in NEW/UNUSED condition to qualify for refund. I have included a portion of our return instructions with more information. If it had not been installed, we could have accepted it, however, in this case the safety seals were broken and when plugged in the part would have been exposed to running water.
Before our customers checkout, they must acknowledge a disclaimer explaining that our parts are intended for professionals. This means that DIY home repair persons must still consult a technician for professional advice on the correct part. I have attached an example to show that customers must read and accept these terms. So customers know that as a general rule of purchase, they cannot order anything they assume is the correct item then attempt to install with the intention of returning if the part doesn't fit or fix the issue.
REFUND TIMELINE You have 60 calendar days to return an item from the date you received it. All items returned must be in NEW/UNUSED condition. If a part is installed, we can not offer a refund. Any order that exceeds the 60 day warranty return timeline will be denied a refund.
The company does have the policy closed in the response however for this case and part I stongly believe an expectation should be made. We could not have known there was a water issue without plugging in the part.
This part was not exposed to water as stated, no security seals where broken or a single thing removed. It came straight out of the box, was plugged in, didn't work and then out back in the box.
This scenario meets the need for a return and refund of money.
We would have liked to make an exception for you, however the reason that we cannot is that the manufacturer will refuse it. They will not accept returns that have been handled in any way. If the parts are even removed from the wrapping, they are no longer eligible for return.
We apologize for the inconvenience.
There was no packaging for this item what so ever, the part was sitting in the shipping box as is. I could send this box back exactly the way it came and there would be absolutely no sign of anyone touching it.
There is clearly no reasoning with this company and my opinion and review will stand as is, never ordering or recommending this site to anyone and will be sure to tell anyone doing home repair to stay away from them as well.
Thank You for the help, case closed.
We looked into this order again and reconfirmed that the part can not be sent back after it was admittedly installed. We wish we could have helped with the return more but we must uphold all return procedures.
Paid to return washer door and it either broke in transit or at their warehouse. They are now refusing refund.
On October 25th, I paid 187.88 (invoice number XXXXXXX)for a washer door. The door came and it was the wrong model (I missed on digit, so it was my fault). I paid 38 dollars to return the package. I then received an email from Genuine Replacement parts saying that the door (model number WASXXXXXUC/28) came damaged and that no refund would be issued. The door was in perfect condition when I sent it in the original packaging and it was properly wrapped. The people at genuine replacement have been entirely unhelpful in rectifying this and said "it happened during shipping so deal with FedEx". I've been working with FedEx, but I'm at wits end. They need to pick up the broken door, but Genuine Replacement is now asking me to pay for a return label for the door that they could've easily broken at the warehouse and have no been helpful at all/pushing the problem to everyone, but themselves. They even refuse to allow FedEx to pick up the package from their warehouse. Please help as this company has some of the worst customer service I've experienced and can't imagine being treated any worse for a fairly expensive door that I've already sunk 220 dollars into.
Full refund of the door. I'm fine to eat the cost of the initial return label.
Customer requested to return for a part for refund. Once it arrived at our warehouse, it was inspected and deemed DAMAGED. We were not able to issue a refund in this case since we could not restock the item. The customer has the option to file a claim with the shipping carrier if he feels that the part was damaged during shipping. As stated in our policy, refunds will be denied if parts are used/installed/damaged. As laid out in our policy, if the part cannot be restocked, the customer can provide a prepaid label to have the part shipped back to them. I have included a portion of the policy below for more information. We are not able to provide any additional assistance at this time since the customer has not provided a label and the warehouse will discard the part soon.
RETURN POLICY:
PLEASE DO NOT RETURN PRODUCTS TO OUR CORPORATE OFFICE without contacting us and getting the correct address to mail your return to, you will also need an RMA Number that we will provide to you, so that we can properly identify your return for quick processing. Please contact ***@genparts.net in order to start the returns process. If a part is mailed back to our corporate office, this will delay the returns process and you will be responsible for the cost to ship the part to the correct address.
When dealing with returns, please remember honesty is the fastest and best way to handle things.
All NEW/UNUSED items can be returned for any reason within 30 days, as long as the product is in NEW/UNUSED condition.
We offer the same pass *** warranty as the Genuine Part Manufacturers offer. We must adhere to the OEM guidelines when processing returns. These parts are meant for professionals, we do not offer a "buy and try" warranty. We are not held responsible for incorrect parts being ordered if the customer does not follow the necessary steps to order the correct part. You have a 30 day warranty against any defective products so please identify a defective item as soon as possible. This allows for our returns team to quickly prioritize these cases for your benefit.
***Please note, once you initiate the returns process, it is common practice for our Support Team to ask for photos of the part you received, part number on the part or packaging, and a photo of your appliances Model/Serial number, this information is required from the Genuine Part Manufacturer warranty team.***
REFUND TIMELINE
You have 60 calendar days to return an item from the date you received it. All items returned must be in NEW/UNUSED condition. If a part is installed, we can not offer a refund.
Any order that exceeds the 60 day warranty return timeline will be denied a refund.
RETURNING NON-DEFECTIVE ITEMS
Items must be in NEW/UNUSED condition. The refund is contingent upon inspection of item(s) upon return. USED/INSTALLED/DAMAGED products are not returnable. We will issue refunds for the product only minus the 25% restock fee and the original shipping cost.
SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See appropriate section for more information.
Our Returns Dept. will get in touch with you normally within 1-3 business days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.
Additionally, all items must be returned with original box and packing material.
Keep the manufacturer packaging in decent condition for returns. The use of USPS tape,
duct tape, writing with sharpies, etc, will make the boxes unable to be resold and will result in denial of your return and refund.
When shipping, use a traceable shipping method that provides a return tracking number. Be sure to keep this number safely for reference. If you choose not to use these services, you are responsible for any loss or damage to the product during shipping.
Once your return has been received, our warehouse will inspect the item(s) to make sure it complies with our Return Policy. Please allow 10-15 business days from the time item is received and inspected to process the refund.
If the product has been used, your refund will be denied and you will be responsible for the shipping cost to have the item shipped back to you. Our RMA dept will contact you via email.
You will have 14 business days to provide us with a return shipping label to return the item to you. After the 14 business days, your items will be discarded.
All returns must be properly packaged and shipped to protect the value of the returned products and all items must be returned in saleable condition, packed in the original box with sufficient packaging materials. It is your responsibility for all risk of loss and damage to products being shipped for return or replacement. Please fully insure return shipment in case of loss or damage.
did not receive full or partial refund, did not receive part back. 4 months before received response to returned part. $150 + for no part at all.
Control Board was purchased through GRP the part was received, stalled but was not the issue the part was sent back per instructions, in the same package it was received in. A copy of the receipt of the shipping & cost was emailed to Returns Testing Center RMA XXXXXXXX, *** west *** Street Chicago, IL XXXXX. After several months & emails I was told the part had been installed, I would not receive a refund. I ask for the part back was told it had been tossed. This process took from August 2019 when the part was purchased to November 2019 before I received an answer. All I ask is either a partial refund or my part that I sent back be given to me.
I was told that I would not receive a refund because the part had been installed. The only way to see if the part was the issue is to install & try it. If a refund can not be given due to the part being installed then I would like for that part to be returned to me. It was payed for & believe that the part is still good & could be used at a later time.
Customer claimed that part was NEW/UNUSED condition when he initially contacted us and requested to return for refund. Once it arrived at our warehouse, it was inspected and deemed INSTALLED/USED. We were not able to issue a refund in this case since we could not restock the item. As stated in our policy, refunds will be denied if parts are used/installed/damaged. I have included a portion of the policy below for more information.
He never communicated to us that it did not work for his appliance but actually said that it was "no longer needed". The customer ordered by model number but when he installed it, the part did not work. If he had let us know this immediately when we first spoke, it is possible we could have initiated a claim for a defective part.
Customer also claims that he wouldn't know if the part would work without installing it. Every customer must acknowledge they are ordering by the correct model number before they complete their purchase on our website. I have attached an example to show that customers must read and accept these terms. So customers know that as a general rule of purchase, they cannot order anything they assume is the correct item then attempt to install with the intention of returning if the part doesn't fit.
RETURNING NON-DEFECTIVE ITEMS
Items must be in NEW/UNUSED condition. The refund is contingent upon inspection of item(s) upon return. USED/INSTALLED/DAMAGED products are not returnable. We will issue refunds for the product only minus the 25% restock fee and the original shipping cost.
SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See appropriate section for more information.
Our Returns Dept. will get in touch with you normally within 1-3 business days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.
Additionally, all items must be returned with original box and packing material.
Keep the manufacturer packaging in decent condition for returns. The use of USPS tape, duct tape, writing with sharpies, etc, will make the boxes unable to be resold and will result in denial of your return and refund.
When shipping, use a traceable shipping method that provides a return tracking number. Be sure to keep this number safely for reference. If you choose not to use these services, you are responsible for any loss or damage to the product during shipping.
Once your return has been received, our warehouse will inspect the item(s) to make sure it complies with our Return Policy. Please allow 10-15 business days from the time item is received and inspected to process the refund.
If the product has been used, your refund will be denied and you will be responsible for the shipping cost to have the item shipped back to you. Our RMA dept will contact you via email. You will have 14 business days to provide us with a return shipping label to return the item to you. After the 14 business days, your items will be discarded.
All returns must be properly packaged and shipped to protect the value of the returned products and all items must be returned in saleable condition, packed in the original box with sufficient packaging materials. It is your responsibility for all risk of loss and damage to products being shipped for return or replacement. Please fully insure return shipment in case of loss or damage.
We DO NOT accept returns on OPENED electrical / electronic parts
NO EXCEPTIONS WILL BE MADE
If you plug in the part, open, tear or unseal the plastic or protective wrapping on an electrical or electronic part, we will not accept the return of the part for any reason. These parts are not for DYI customers. These parts are not meant to be tested, and returned if it doesnt fix your issue. Please contact a local professional for a proper diagnosis of your issue. All these parts are factory tested prior to shipping. Electrical parts are easily damaged by improper installation or testing therefore, we cannot accept returns on these items unless they are new, unopened, and unsealed. If you plug in the part, this means you tried the part and so this constitutes as a used part and no longer returnable.
If you state the electrical part is defective, we will send you a replacement. WE WILL NOT ISSUE A REFUND. We will open up the warranty return for the defective item and request information deemed necessary to determine why the part is defective.
I purchased a part for my washing machine based on recommended compatible part from their website.They sent me the wrong part. No Refund
I purchased the part based on the model number washing machine I own. I put that Model # into the search for the part and your company sent me the part based on that model #. This CPU part was installed because it was sent as the compatible model part. It, in fact, is not compatible with my machine and it did not work. It was sent back because you sent me a CPU board that does not work with my Whirlpool model WFW9500TW01.
The part was purchased for $247.49.
The part was sent back to GPR. They acknowledged the receipt of the part but said the part was not NEW and was installed. I explained to them that I installed the part only to find they sent me the wrong part and IT WOULD NOT WORK with my machine. It was useless to me and I expected a refund.
They have since sent me numerous emails stating that they will not be refunding my money. Taking no responsibility for sending the wrong part.
Full refund for incorrect parts that they now have.
When a customer claims they received an incorrect part, we must follow certain protocols so we can provide a replacement as efficiently as possible. We request pictures of the part number from the part they received and a picture of the model number from their appliance. This is a manufacturer requirement as we file the claim with them on behalf of the customer. Photo evidence is used to verify whether or not the wrong part was our mistake in order to authorize another shipment. Every customer must also acknowledge they are ordering by the correct model number before they complete their purchase on our website. I have attached an example to show that customers must read and accept these terms. So customers know that as a general rule of purchase, they cannot order anything they assume is the correct item then attempt to install with the intention of returning if the part doesn't fit. We cannot be held liable when the customer doesn't take the necessary precautions to order the correct parts.
We verified that we fulfilled his order correctly, however, this customer ordered by part number versus by model number so inadvertently just ordered the wrong part and it was not compatible with his appliance. I have included a copy their invoice to show that they ordered by a part number and it matches the part they received showing we fulfilled the order correctly.
This part was installed so is no longer eligible for a refund. As stated in our return policy, all returns must be in NEW/UNUSED condition to qualify. I have included a portion of our return policy with more information:
REFUND TIMELINE You have 60 calendar days to return an item from the date you received it. All items returned must be in NEW/UNUSED condition. If a part is installed, we can not offer a refund. Any order that exceeds the 60 day warranty return timeline will be denied a refund.
RETURNING NON-DEFECTIVE ITEMS
Items must be in NEW/UNUSED condition. The refund is contingent upon inspection of item(s) upon return. USED/INSTALLED/DAMAGED products are not returnable. We will issue refunds for the product only minus the 25% restock fee and the original shipping cost.
SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See appropriate section for more information.
Our Returns Dept. will get in touch with you normally within 1-3 business days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.
Additionally, all items must be returned with original box and packing material.
Keep the manufacturer packaging in decent condition for returns. The use of USPS tape, duct tape, writing with sharpies, etc, will make the boxes unable to be resold and will result in denial of your return and refund.
When shipping, use a traceable shipping method that provides a return tracking number. Be sure to keep this number safely for reference. If you choose not to use these services, you are responsible for any loss or damage to the product during shipping.
Once your return has been received, our warehouse will inspect the item(s) to make sure it complies with our Return Policy. Please allow 10-15 business days from the time item is received and inspected to process the refund.
If the product has been used, your refund will be denied and you will be responsible for the shipping cost to have the item shipped back to you. Our RMA dept will contact you via email. You will have 14 business days to provide us with a return shipping label to return the item to you. After the 14 business days, your items will be discarded.
All returns must be properly packaged and shipped to protect the value of the returned products and all items must be returned in saleable condition, packed in the original box with sufficient packaging materials. It is your responsibility for all risk of loss and damage to products being shipped for return or replacement. Please fully insure return shipment in case of loss or damage.
We DO NOT accept returns on OPENED electrical / electronic parts
NO EXCEPTIONS WILL BE MADE
If you plug in the part, open, tear or unseal the plastic or protective wrapping on an electrical or electronic part, we will not accept the return of the part for any reason. These parts are not for DYI customers. These parts are not meant to be tested, and returned if it doesnt fix your issue. Please contact a local professional for a proper diagnosis of your issue. All these parts are factory tested prior to shipping. Electrical parts are easily damaged by improper installation or testing therefore, we cannot accept returns on these items unless they are new, unopened, and unsealed. If you plug in the part, this means you tried the part and so this constitutes as a used part and no longer returnable.
If you state the electrical part is defective, we will send you a replacement. WE WILL NOT ISSUE A REFUND. We will open up the warranty return for the defective item and request information deemed necessary to determine why the part is defective.
(The consumer indicated he/she DID NOT accept the response from the business.)
The product they sent WAS NOT COMPATIBLE with my machine. I explained that to them and they gave me instructions to send the part back. I did as instructed and sent the part back as they instructed. I took pictures of the part and of my machine, per their instructions.
They have the part. I DO NOT HAVE THE PART. IT DOES NOT FIT WITH MY MACHINE. Why would I pay for a part that they sent me that does not fit with my machine?
As I explained earlier in the complaint, I put my model # into their website and they suggested the part was compatible with my machine. When I received the part, It was NOT COMPATIBLE. I sent the part back to receive a refund for THEIR MISTAKE.
PERIOD.
Customer continues to claim that we sent the wrong part. We have attached the customer invoice and the photo they sent us showing that the part numbers match showing that we fulfilled their order correctly. We always recommend ordering by model number to guarantee the correct part is ordered. This customer ordered by part number thus ordered a part that was not compatible with their appliance. Attached is a screenshot of the part on our website where it lists out the models that it fits. His model number is not listed. I also have a screenshot of the control boards that populate for his model number. There are two different kinds but neither are the one that he ordered.
promised 1 day delivery got 5 day delivery. customer service is awful. m
ns and complete liars! I will never do business with this fraud of a company again!
Don S
We do not promise any delivery dates. Our site clearly states all shipping dates are estimates. This customer will be receiving his order within 3 days of ordering, not sure how fulfilling an order qualifies as fraud.
We fulfill thousands of orders a month with plenty of happy customers. Check out our reviews here - https://www.sitejabber.com/reviews/genuinereplacementparts.com
Excerpt from our Shipping Policy;
"SHIPPING GUARANTEE
We do not guarantee shipping arrival time. All estimated arrival times are just that, estimates. We stock a full inventory of thousands of items. Although 98% of our orders ship out on the same day, we do run low on some items, and those orders may take an extra day or two before being shipped. We also have several warehouses throughout the United States. We do our best to process your order from the closest warehouse to the requested shipping address. Howvever, every once in a while, we run out of inventory and must ship your from a different warehouse."
Your site when u order the part says estimated 1 day delivery. Why have that anywhere on your site if the actual estimated delivery time is 3-5 days. You told me when I called you NEVER deliver in 1 day. Then why is it on your site at all?
Bad Business , They sent wrong part for a specific Manufactures part number , than put up hurdles to sent part back , 25% restock fee, want numerous pictures , they deduct shipping fees ,TOTAL RIP OFF
They sent a CHEAP china knockoff That I Have to CUT ???
stay away this place
All of our parts are OEM straight from the manufacturer. The customer wrote in saying he believes he got the incorrect part, so we sent an email asking for pictures and information that are required from the manufacturer. We can not show that the incorrect part was sent if the customer does not send in the information that is requested. We sent this response ;
"Hi ***,
I'm sorry to hear you may have received the incorrect part. In order to process a return and begin the warranty process, we will need some help from you.
We need a picture of the incorrect part you received, and a picture of the part number (usually located on the part itself, the box, or the packaging). We will also need a picture of the sticker label with your appliance Model and Serial Number. These steps are required by the manufacturer and we appreciate your assistance.
Thank you,
- ***"
This is a very reasonable request and should only take a few minutes. All customers are urged to order by the model number of their appliance to make sure they are getting the correct part. We need to verify all of this information. If it turns out we did indeed send the incorrect part then we will send a label and waive all restocking and shipping fees and offer a full refund, or we would offer to send the correct part out.
The customer did not even attempt to work with us to resolve this issue.
I put in the Manfactures PART # you gave me a knock off piece of garbage , as the part I wanted , so you guys are a sham .. The manufacturer you claim wants pictures ?? haha They are worldwide and sell knockoffs , to many hoops again to get a refund and U want to charge restocking Fee 25% and I should pat return postage and to will also will not refund me my $7.45 shipping Fee
you are a deceptive company , sorry I did business with you
Customers beware READ their return policy before ordering , and your claim of Good reviews ? hahaha Google yourself for Reviews you a you burned a lot of people in many ways
take a Hike
As stated before, we only sell OEM replacement parts. Customer is not willing to work with our return policy and is only making assumptions. We are easy to work with and are happy to assist, but can not do so if you aren't willing to work with us.
You can google our reviews, we have over 45K 5 star reviews. Revdex.com is not as reliable as this is mostly a platform for unhappy customers that do not agree with our return policy. https://www.sitejabber.com/reviews/genuinereplacementparts.com
I sent you a follow up email through our customer support ticket to attempt to assist you.
Just wanted to thank you for your prompt and excellent service. I ordered the replacement Bosch refrigerator door shelf on Monday afternoon and it was delivered as promised two days later on Wednesday. These shelves are fairly fragile, but the item was packed with great care inside three well-padded, sturdy, increasingly larger boxes, arriving in perfect condition, which made it well-worth the minor shipping fee. There were other replacement shelves available from other suppliers for less money and free shipping, but the one I ordered and received was obviously an original Bosch replacement part and worked perfectly. Thanks for the excellent service. - *** T
Hi ***,
thank you so much for your kind words! We are dedicated to providing excellent service and making our customers happy. Please let us know if we can ever assist you in the future.
Thank you
I searched online for a replacement part for my refrigerator. I ordered the part and it was delivered the next day! No extra shipping costs. The part was well packed and worked as promised. I will use them again when I need a replacement part.
Hi ***,
thank you so much for choosing GRP. We are so thankful for our customers. I'm happy to hear that we met and exceeded your expectations. Please let us know if we can ever help in the future.
Thank you
I just ordered a part from them and it included $6.99 for shipping as the part is more than $50.00.
I paid through PayPal. The invoice also include my states tax.
I got an instant receipt from GRP. Then a few minutes later I received a letter regarding my order. "The shipping cost is now $80 versus $25 that you were originally charged". Huh????
It repeated the entire statement twice. HUH??? It further said that the "freight" company has increased shipping charges associated with "these oversized parts".
I got a "refund" from PayPal as the charge was held back. I will call GRP tomorrow to call them out on this "bait and switch".
Hi ***, while it is common for the freight company to charge additional shipping than expected, I have found that was not the case for your order.
I spoke with the rep that handled your ticket and she accidentally sent the wrong email to you. Your order was cancelled because the part you ordered is no longer available from the manufacturer. When this happens we immediately issue a refund as a courtesy to our customers.
I am sorry for the confusion and that the part you ordered is no longer available. We are working diligently to keep our inventory up to date honor site as we receive the information from our warehouses and manufacturers.
These people are a total fraud. They sent the wrong part, they will not offer a refund or a replacement. The state attorney general should go after these people. Credit card companies should cut them off. No one in their right mind should buy anything from them. They claimed that I opened the package so they can't accept a return. The package was not even enclose on the ends. So how would anyone know they got the wrong part if they don't open the package. Hope they go out of business very very soon.
Our return instructions states ;
"NO EXCEPTIONS WILL BE MADE
If you plug in the part, open, tear or unseal the plastic or protective wrapping on an electrical or electronic part, we will not accept the return of the part for any reason. These parts are not for DYI customers. These parts are not meant to be tested, and returned if it doesnt fix your issue. Please contact a local professional for a proper diagnosis of your issue. All these parts are factory tested prior to shipping. Electrical parts are easily damaged by improper installation or testing therefore, we cannot accept returns on these items unless they are new, unopened, and unsealed. If you plug in the part, this means you tried the part and so this constitutes as a used part and no longer returnable.
If you state the electrical part is defective, we will send you a replacement. WE WILL NOT ISSUE A REFUND. We will open up the warranty return for the defective item and request information deemed necessary to determine why the part is defective."
We must adhere to this manufacturer produced guidelines. We process thousands of orders a week and take pride in helping our customers to the best of our ability. We verified that this is the correct part for your model.
The product did not come in a sealed container. It came in a box. It was not sealed in plastic. period - these people are lying about the packaging.
I got wrong product from GRP. It may be caused by computer error. GRP insists that it is my responsibility to follow their instruction to return it.
I ordered a kenmore oven bottom panel part# XXXXXXXXX from GRP website by Google search on 09/16/19. And later on, I found out the part I received is Whirlpool part #WPXXXXXXX. On 09/26/19, I tried to contact GRP to resolve the problem. At first, they asked me to take a picture of the item I got. Which I did. Then they told me that what I got matches to my order invoice. It is my responsibility to take care of it. I was very surprised. I started to email to them and told them my concern about the accuracy of their system. ***, the manager of GRP gave me some reasons that might have gone wrong. 1. Google may hold incorrectly information. 2. I did not know how to search on Google in the right way. Both of the reasons could not convince me. I have been shopping online countless times, I have never had any problem of ordering anything I want. I felt there must be a problem on their system. In order to prove them my point of views. I showed them how I ordered the part step by step on Google search,what I learned from Google search algorithm and how the problem may come up. All the pages I snapshot from Google search told them all the story. Google search console is a free service offered by Google that helps users to monitor,maintain and troubleshoot their site's presence in Google search results. It is user's responsibility to fix indexing problems and request re-indexing of new or updated content. Which means, the vendor's system manger need to report to google the new updates, otherwise google will not hold their current information. In the beginning ***, GRP manger, already pointed out Google might hold the old information caused the issue but she had no idea why. Even after I proved them the fact. GRP still refused to take responsibility. the last response I got from their manager is "Google is not our website. You need to straight to a website not rely on Google. We are not responsible for what information Google has. We don't own Google. ..." And I responded to her," You are wrong. You are responsible for what you want Google to represent you on their websites." "If you do not want to responsible for your information on your website, please remove all of them. Nobody should be trapped by this web." Please see the attached file and read it reversely. The oldest email is in the bottom of the file.
I would like them acknowledge the problem and fix it and also provide me the return shipping tag. As a customer, I would not visit GRP business website without google search. It does not matter if Google holds the incorrect information of their parts or not, it should not be the responsibility of customer to take care of the messy consequence. I own neither of google system nor GRP system. I am only a customer who wanted to buy a part online.. I am very upset about GRP's regardless attitude. It is a very poor customer service.
I have been trying to find this customer in our system to review the order. This name does not come up with any results so I need something else to find it so I can try to resolve it or at least respond. It sounds like they sent a copy of the email communication with it so I was wondering if you could provide that as well or any other contact info like their order number or email address? Thank you for any help you can provide!
(The consumer indicated he/she DID NOT accept the response from the business.)
I used my other name as "Kathy ***" to purchase the item. order# XXXXXXX.
When a customer claims they received an incorrect part, we must follow certain protocols so we can provide a replacement as efficiently as possible. We request pictures of the part number from the part they received and a picture of the model number from their appliance. This is a manufacturer requirement as we file the claim with them on behalf of the customer. Photo evidence is used to verify whether or not the wrong part was our mistake in order to authorize another shipment. Every customer must also acknowledge they are ordering by the correct model number before they complete their purchase on our website. I have attached an example to show that customers must read and accept these terms. So customers know that as a general rule of purchase, they cannot order anything they assume is the correct item then attempt to install with the intention of returning if the part doesn't fit.
We verified that we fulfilled his order correctly, however, this customer ordered by part number versus by model number so inadvertently just ordered the wrong part and it was not compatible with his appliance. I have attached a copy of the customers invoice to show that it indicates they ordered by part number and the part number matches the label on the box. We cannot be held liable when the customer doesn't take the necessary precautions to order the correct parts. Our office manager explained the process and the customer remained insistent that we advertised incorrectly. According to her Google search, this is the part she needed, but we tried to explain that Google holds old data so is not reliable. A model search on our website will guarantee the correct part will be referenced and compatible with their appliance.
This order is also not eligible for a return label since we only provide labels in the event of a shipping error. I have included our return policy for reference.
SHIPPING CHARGES
We will not refund original shipping fees unless a part was sent in error, damaged, or defective.
RETURN AUTHORIZATION
All product returns require a Return Merchandise Authorization (RMA) number.
You may request a RMA number by contacting us via email at ***@genparts.net or via chat during normal business hours. The return authorization number and our return address will be emailed to you. Do not return the item to the original address that it was shipped from. Please allow 1-3 business days for your return request to be processed.
RETURNING NON-DEFECTIVE ITEMS
Items must be in NEW/UNUSED condition. The refund is contingent upon inspection of item(s) upon return. USED/INSTALLED/DAMAGED products are not returnable. We will issue refunds for the product only minus the 25% restock fee and the original shipping cost.
SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See appropriate section for more information.
Our Returns Dept. will get in touch with you normally within 1-3 business days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.
Additionally, all items must be returned with original box and packing material.
Keep the manufacturer packaging in decent condition for returns. The use of USPS tape,
duct tape, writing with sharpies, etc, will make the boxes unable to be resold and will result in denial of your return and refund.
When shipping, use a traceable shipping method that provides a return tracking number. Be sure to keep this number safely for reference. If you choose not to use these services, you are responsible for any loss or damage to the product during shipping.
Once your return has been received, our warehouse will inspect the item(s) to make sure it complies with our Return Policy. Please allow 10-15 business days from the time item is received and inspected to process the refund.
If the product has been used, your refund will be denied and you will be responsible for the shipping cost to have the item shipped back to you. Our RMA dept will contact you via email.
You will have 14 business days to provide us with a return shipping label to return the item to you. After the 14 business days, your items will be discarded.
All returns must be properly packaged and shipped to protect the value of the returned products and all items must be returned in saleable condition, packed in the original box with sufficient packaging materials. It is your responsibility for all risk of loss and damage to products being shipped for return or replacement. Please fully insure return shipment in case of loss or damage.
(The consumer indicated he/she DID NOT accept the response from the business.)
You are BULL ***! Your system is not up-to-date with Google search engine. YOU SHOULD GET ONLINE AND USE THE PART NUMBER TO SEARCH THE ITEM I ORDERED. IF YOU CAN GET THE SAME PRODUCT MATCH THE PRODUCT I WANTED THEN IT IS NOT MY PROBLEM. Your company just do not want to admit your system has problem. If I could get it from other vendor the way I did, which means I am right. You are the worst company I have ever dealt with. I would put my worst comment on your website. BULL ***!
I received a damaged non-OEM part. I offered to return it if they send me a return shipping label. I want my refund. I'm getting the run-around.
I ordered two "genuine OEM" racks for my dishwasher. The lower one was delivered damaged and it's not an OEM part. I confirmed with GE that they have not manufactured this dishwasher rack for years. The coating is damaged and rust is starting on the exposed metal. In other areas, you can see the metal right through the coating.
I contacted the company the day I received it. Per their request, I sent photos of the part and photos of the undamaged box it was shipped in.
I have been corresponding with this company by email since September 23rd. I been emailing back and forth with *** and ***. I offered to return the part to them if they provide a return shipping label.
I seem to be getting the complete run-around. They have been telling me since 9/23, when they opened it as incident number XXXXXX, that their "Warranty Department" is reviewing the issue.
All I want is my refund on the lower rack. I'm still willing to return the damaged part if they provide the return shipping label for UPS. I should not have to pay return shipping for this damaged part. I was told by a lady named *** that they don't usually want the damaged parts back but she would check on it. That was in a phone conversation.
This should be a simple matter of providing a refund.
Thank you for any help you can give.
Sincerely
I simply want my refund for the lower rack. That's all. I have saved all my emails which indicate that I have been polite and patient. If you require any of those emails, I will be happy to forward them.
Thank you *** for your quick reply. I wasn't expecting an email so soon.
Your office must have lots of clout in Florida. I notified the company in question this morning that I had filed the complaint with the Revdex.com. Low and behold, my refund has been issued. What a coincidence.
I really appreciate that you guys are there to help us little folk.
Feel free to post my complaint. Others might be alerted and save themselves some grief.
Enjoy the rest of your week.
Sincerely
Part sold to me for full price as genuine NEW OEM . I RECIEVED THE WRONG " INFERIOR PART THAT LOOKED LIKE IT WAS USED!
It wasn't even packaged. I tried to get reimbursed but I didn't even get a response other than " the part you ordered is the part we sent". My advice ...Call the manufacturer and let them find a local dealer for you!
I received my part in 2 days, as stated with order. Didn't get a tracking number though, but customer care responded promptly. I'd use them again....
Hi Michael,
we're so happy you are pleased with our service. We truly appreciate the feedback and are working to make every customer experience great.
Our Samsung Activewash Machine was only 4 years old and the lid broke. It wouldn't lock therefore wouldnt work
I went to look at new washer/dryer sets and didn't want to spend 2;000. I found the replacement lid on this website and took a chance
It came in 3 days .......My husband installed it in 15 minutes. Wow we have a new washer for 170 dollars
This company is awesome. Also, good customer service
Thank you so much for your feedback. We are so happy the part fixed your appliance and you guys are up and running.