Genuine Replacement Parts Reviews (%countItem)
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Genuine Replacement Parts Rating
Address: 210 W Hollywood Blvd Unit 241, Mary Esther, Florida, United States, 32569-7710
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Genuine Replacement Parts falsely advertises the availability of a discontinued part on their website.
Genuine Replacement Parts continues to advertise a hard to find discontinued part on their website. After ordering it, they sent a cheaper lower quality substitute part that is 30% less expensive from other vendors. After over 20 emails, 4 phone calls, and 1 month of waiting, they finally gave me a refund but refuse to refund my shipping costs. Based on the number of similar complaints on Revdex.com, I believe Genuine Replacement Parts strategically makes it difficult to return items when they are at fault.
They required pictures of my refrigerator before they would agree to take the part back! LOL!
I would like the remaining $11.99 they owe me in shipping costs.
This customer was sent an approved substitute part. We do not ever get notified by the manufacturer when they have discontinued a part and sent the customer a substitute. Substitutes are not considered an incorrect part since the manufacturer has deemed it functionally the same. While the parts may vary in appearance, they have the same functionality as the original part. The manufacturer no longer produces the original part number and has updated the it to work with more models.
Substitute parts are not eligible for a return label or full refund however, in an effort to help the customer we sent a label so they did not accrue additional cost when sending it back since the substitute did not work for their appliance. We still cannot refund the original shipping cost or the restocking fee. We do maintain rights to charge a 25% restocking fee for every return however rarely charge the full amount in order to maximize their refund. We only charged this customer $5 for restocking when a full 25% would have been $23.39 I have included our return policy with more information.
Document Attached
(The consumer indicated he/she DID NOT accept the response from the business.)
The vendor's website makes no mention that a customer "could" receive a substitute part if the genuine replacement part is discontinued.
Furthermore, the vendor stated that the manufacturer does not notify them if a part is discontinued. As of today 9/16/XXXX X:XX PM Eastern Time, the vendor continues to advertise the discontinued part on their website.
The vendor can not use "ignorance of a discontinued part" as their excuse when clearly they have known about this for over a month and continue to advertise it.
In the future, I would suggest the vendor change it's name from Genuine Replacement Parts to Substitute Replacement Parts. This new name would be much more transparent and reflective of the vendor's business practices.
Document Attached***
Attached is a screen shot taken today 9/16/2019 at 3:19 PM of the vendor's website continuing to advertise the discontinued part after knowing for months that the part was discontinued.
Management has been notified. Thank you for bringing this to our attention.
Do not use. I ordered a crisper for a refrigerator. They sent me a wrong item. Took forever along with several emails and phone calls to get an RMA, then they expect me to pay for return shipping. Then Jonathan who is suppose to be a team lead hung up on me. I've been in sales for approximately 25 years and would NEVER treat a customer the way they treated me. Again, they sent me the wrong item but won't refund all of my money. Very frustrated and will never order from this company again.
We apologized for the miscommunication on this order and refunded the customer prior to the complaint being sent through. We have rectified this situation. We hate it anytime a customer is dissatisfied with their order and will work to make it right as much as we can.
I am just being ignored when asking to return a product that genuine replacement parts sent as a wrong part
order was placed on 8/21 for an overload relay that the company genuine replacement parts had stated its the only overload that could fit for the model et1ftexlq01 which they don't even gave me the manufacturer part number for it
so I should be able to confirm with the manufacturer that I am getting the correct part
now when received the part it looked totally different as the old part
so before opening the seal I tried calling which their phone didn't work so I emailed them
I got a reply within a few hours at 10:00 pm requesting for pictures which I sent at 3:00 am next day I got reply that they will investigate the problem
then at 9:52am I got reply from *** asking if I would like a replacement order at no charge
then at 10:24 am I got reply from same person that the manufacturer changed the configurations on their parts (sometimes) and I got an offer just to send back the product
then I got anther email at the same time with the return instructions not stating anything that I will be getting back the shipping cost
meanwhile as I had already the part number I called the manufacturer and was told that their is 2 overloads for this fridge model (some uses part #XXXXXXX & some uses part #XXXXXXX which actuly replaces part # XXXXXXX which was the part that I had in my fridge )
so I sent back on 8/29 at 10:24am an email to genuine replacement parts with the information I got from the manufacturer and I am still waiting for a reply from them
so I figured maybe they are closed so I tried
opening a new request on 9/1 so when they asked me how could I help you I explained the issue that they sent the wrong part and I am still waiting for reply
and I still didn't got any reply back from them
its now already 9/3 and my fridge still waiting on parts
(look at page 8 were there is option 13 or 15 https://s3.amazonaws.com/sm-backend-production-attachments/parts-list-XXXXXXX.pd...⇄
vs on this genuine replacement parts site they only offer 1 part as an overload https://www.genuinereplacementparts.com/index.php?cPath=XXXXXX&query=overload
i just need a full refund on the product and a paid shipping label if required to send back
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 they received so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer. We also request a picture of the sticker label from their appliance so we can ensure they ordered the correct part for their model. Sometimes the photos will show the customer mistakenly ordered a part for the wrong model number which is not created to fit their appliance. Photo evidence is used to verify whether or not the wrong part was our mistake in order to authorize another shipment.
In this customer's case, we requested the pictures as per our policy. After reviewing the pictures, we discovered that she was sent a manufacturer approved substitute. The manufacturer will sometimes recreate parts to fit more newer models while the older models are becoming obsolete. This case does not qualify for another part to be sent or a return label. Labels are only provided in the event of a shipping error or damaged part.
We did send her return instructions if she would like to send the part back for refund.
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 thru 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.
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.
(The consumer indicated he/she DID NOT accept the response from the business.)
they just said that the part I requested fits the fridge model I entered
but that's not my concern
I fully understand that the part they shipped fits for some fridges with same model but not for my fridge
since there is another part that also fits the same model and that's the one that was needed
but wasn't even listed on the website for being the correct part for this model fridge as I sent this link before https://s3.amazonaws.com/sm-backend-production-attachments/parts-list-XXXXXXX.pdf as you could see page 8 part #15 which is start relay & overload protection and that's the overload I was looking for which its not same like the overload I actually received
there is no reason why this start relay & overload should not be listed under fridge model ET1FTEXLQ01 I am not the one who was suppose to know that
there is 2 kinds relays for fridge model ET1FTEXLQ01 and some use the XXXXXXX and some use the XXXXXXX
just think for yourself what would'v be your response when you enter a model and it shows only one part that should match ?
wouldn't you buy that ?
I fully understand that mistakes happen but it does have to be corrected as well
The manufacturer is not able to provide another part since they have informed us the customer was sent the correct item. The customer can still utilize the return instructions to return for refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
it does not look like the one who replied had reviewed truly what was my complaint.
unless if you are trying to tell me that the item 2225929 (which I was really looking for) is not the correct overload part that belongs to my fridge part number ET1FTEXLQ01
please understand that I did not say that the manufacturer made a mistake since they have both part number listed for this model vs your company
Genuine Replacement Parts only listed 1 part number for this fridge which is 100% wrong
Vendor advertising wrong parts to purchase and does not compensate for their returns or shipping
Went to vendor's website to purchase part for my dryer. Entered my model number and the company's website provides a part list, not including part numbers. I identified and purchased the part as described in the diagram as the part required but upon arrival, this part was not the part described in the diagram. It was a completely different part. When contacting the vendor they are confident I purchased the correct part based on what I selected, however, I only selected it based on the company's incorrect diagram and instruction. This is like purchasing a red purse online, and then when it arrives it blue. Its simply not what I selected on the website for purchase and now I am being forced to pay for it. This is a devious and repeat practice by this company as I am picking up on based on other Revdex.com complaints.
I want full refund including shipping costs without having to pay return shipping for the company's error! This is 100% Genuine Replacement Parts fault.
This customer is claiming we sent them the wrong part. I have attached the customers invoice and the picture he himself provided us with an arrow pointing to the part number. The customer contradicted himself by showing us the part number on the bag trying to build his case. It actually shows that he did indeed receive the part that he ordered and we fulfilled the order correctly. I have also attached an example screenshot from our website where the customer must verify that they are ordering by correct model number. The customer actually ordered by part number which is not recommended and it caused him to order a part that did not work for his appliance.
(The consumer indicated he/she DID NOT accept the response from the business.)
This company scams its customers by allowing you to order the wrong labeled part via a diagram so you have to jump through hoops for it to be resolved. The site is mislabeling its diagram forcing customers to order the wrong part! This is a scam!
I have previously attached the customer's invoice to show that they actually ordered by part number. This is never recommended since part numbers are recycled or changed out from older items that become discontinued. This is why ordering by model number is necessary to guarantee a correct part received. This order is still inside of the 60 day return eligibility timeline so the customer still has the option to return for refund if they so choose. We have provided the return instructions for their convenience.
Part did not come with what customer representative said would come with the order
When I spoke to a representative on 8/20/19, they said that the Boot/Seal bellow kit for a front load washer would come with a two attachment rings. I asked specially and they confirmed that. When I received the bellow it did not have the rings. I called the company and asked to speak with the manager"***" and after a discussion he abruptly hung up the phone.
I would like Genuine Replacement Parts to honor and send me the rings that come with the bellow that the customer representative said would come in the kit.
Customer is claiming that his part was supposed to come with extra pieces. He was very rude and insistent that one of our customer service reps confirmed the extra pieces were included. There was no record of speaking to this customer previously and none of our reps remembered speaking to him. We provided the correct part so cannot send a return label as there was no error on our end. We emailed the return instructions since this order is still within the 60 day return timeframe. I have included a portion of our return instructions for more information.
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 [email protected] 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 thru 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.
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 [email protected] 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 buisness 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 would not issue me a refund even though I sent them the part back in perfect working condition. And then they wouldn't return the part to me.
The would not issue me a refund even though I sent them the part back in perfect working condition. And then they wouldn't return the part to me. They claimed that fact that it had two small marks on the metal contacts was enough not to refund me over $80. And then they refused to ship the part back to me, even though I bought it from them. So they stole $80 from me, and have not returned my calls to them.
I am looking for a full refund for the part I bought and sent back to them.
The customer returned a used part, which he did admit to installing. On 07/23/19 we let the customer know the part he returned to us was used, their were terminal scratches which tells us the part was installed. We only sell New, OEM parts, we can not restock used parts. We let him know that the part would be discarded after 2 business days, we do this because their is no room to store used, unsellable parts in our warehouse. Our return policy states.
"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."
Since this part was installed, the refund was denied. We let the customer know on 07/26/19 that the cost to send the part back to him was $9.95, he never responded to that email and the part has since been discarded. We are not responsible for the return costs due to a customer not following our policies.
Wrong measurements on items; made me pay 34.50 for return shipping
Items came in on 7/22 and were not the spec measurements that were ordered; there were two items, one drawer and the support for the drawer for a frigidaire refrigerator. I let them know on 7/23 that the items were not correct and they sent return shipping information but refused to pay shipping for return. It was 34.50 for return shipping via UPS which was the only method they allow.
I would like them to refund the 34.50 return shipping. I sent them the receipt for proof of this payment.
Every customer must acknowledge that 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 doesnt fit.
This customer ordered by part number so most likely ordered the wrong part since we always recommend ordering by model number. They also were not clear in informing us of the issue. The customer just let us know the part did not fit and seeing that they ordered by part number, it looks like we assumed she was admitting to have ordered the incorrect part. We apologize for the misunderstanding and will be in touch with the refund once it has processed.
RETURNING NON-DEFECTIVE PARTS
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.
Company does not stand behind products and return policy does not allow consumer to try the fit out to see if the order is correct. That is deceptive.
We ordered a part for our refrigerator based on the specifications provided on their site using their guidelines. The part arrived, we took it out of the box to put it in the refrigerator, and the size was incorrect. We put the part back in the packaging and returned it.
The company has denied my refund request stating once it is out of the box there are not refunds. This is deceptive sales to the consumer as how is a consumer supposed to know if the part is right unless they try it out?
We want a full refund or we asked for credit for our purchase so we could see about buying the correct part. At this point based on their complete lack of good customer service and the fact that their phone number advertised on their site does not even work, this company is not one I would recommend nor do I want to do business with them.
I want a full refund.
You need to look into this company and their shady business practices where they take people's money for products they advertise on their site - and then do not stand behind them, and have a deceptive policy regarding their products that does not allow a consumer to try the product out to make sure the right part was ordered - without violating their return and refund policy. How on earth is a person supposed to ensure the product they ordered is right without trying it out when it arrives? A consumer should be able to test the part - especially when the parameters on their site are the ones being used to source and order the part. This is lying to the public - THEIR site was used to spec and source the part - and it was not the right size. This was not a special order - it is a standard part to a refrigerator and can easily be resold to another consumer who needs that size plastic drawer. Not only that, their phone # does not work. You can never get a live person to help you or to complain - they only use email even though their signatures contain a phone #. This is the email we received: Hi Jennifer, once a part is installed, tested, or otherwise used, it is not eligible for a refund. This is stated in our return policy. You said; "Look, the bottom line is, we took the drawer out of the box, put it in the drawer slide, it did not fit, we took it out, put it back in the box with the wrapping and sent it back to your company." "we tried to put the drawer in the refrigerator of course" By your own words this part was installed. Our return team was able to tell upon inspection that it was used. Used parts can not be restocked and are not eligible for re-sell. No refund will be offered for this order. This is a quote from our return policy "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" We stand by the fact that this part was deemed used and no refund will by offered. Return Policy - https://www.genuinereplacementparts.com/policies.php?return_policies Respectfully, Office Manager - Cody Cody Lee-Bowling Fort Walton Beach, FL customer service specialist (877)968-4335
Every customer must acknowledge that 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 doesnt fit.
This customer ordered by part number so most likely ordered the wrong part since we always recommend ordering by model number. They also admitted that they installed the part and sent it back to us. They contradicted themselves by quoting our response as if we were going against our policy. We informed them that a part cannot be returned if it has been installed.
This order is not eligible for refund as laid out in our return policy.
RETURNING NON-DEFECTIVE PARTS
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.
I ordered a replacement part for my dishwasher their websit said works, it does not. I want a refund and I can never get ahold of anyone.
I ordered a replacement part (part # WXXXXXXXX) on July 4, 2019 for $32.89 with $7.52 of shipping for a total of $40.41 and received it a few days later (July 9, 2019). Upon receiving said part and attempting several times to install it, it became painfully obvious it was not going to fit. The quality of the part is poor at best and comes pre-cut (not stated on their webpage) with 90 degree corners when all of the appliance it should fit have corners with a radius. The part is also too short. Their webpage says this part will fit our Whirlpool Dishwasher (Model # DU1055XTVQ0) and it clearly does not. I attempted on July 9, 2019 to contact the company to setup the refund process. The webpage urges the use of their Live Chat program where I spoke with 'Chad'. He ran me in circles trying to blame me for ordering the wrong part until we were able to conclude I had indeed ordered the correct part. He then said I would be emailed to begin the return process. I never received the email. I tried calling the company today (July 15,2019), despite the automated inbox saying the company is open, no one is available to take our call. It urges to email or use the live chat, which no one is now responding to. The live chat says that all of their operators are busy and I should try emailing. While writing this I have attempted to call the company again and received the same message that they are in the office but unable to take my call. I emailed the company today (July 15, 2019) because they said it is the best way to receive the quickest response. As of yet I have not heard anything back, nor do I expect to.
I would like them to pay the shipping so I can return the product and I would like a FULL refund for the cost of the product including shipping costs. $32.89 (product) + $7.52 (Shipping) = total refund of $40.41
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 they received so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer. We also request a picture of the sticker label from their appliance so we can ensure they ordered the correct part for their model. Sometimes the photos will show the customer mistakenly ordered a part for the wrong model number which is not created to fit their appliance. Photo evidence is used to verify whether or not the wrong part was our mistake in order to authorize another shipment.
In this customer's case, we requested the pictures as per our policy. We sent the request a couple times without response. We cannot provide further assistance without evidence to provide the manufacturer.
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.
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.
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.
entered model number in the companies website and when the part ordered was incorrect. company refuses to pay shipping to return the wrong part
I was asked on their website to enter my model # from my washer. After I did I verified, through their "items in cart" that their recommended part matched my model number and placed the order. When the part arrived it was the wrong one. I requested an RMA and was given one but the company refuses to pay for shipping for my return. I contacted the company and stated that their part that is listed on their website and the part that was shipped is not the correct part for my washer model# part. I need one that has a slot for my detergent feed tube. After sending them a picture of my washer model# and a picture of the difference between the original part and the part they indicated was a genuine replacement they told me that they don't carry the part I need. When I asked for a refund and shipping label they said they will not give me one because I received what I ordered. I explained several times that when I entered my washers model# correctly their website indicated that I would need the part they sent but it is wrong. They continually stated that I got the part I ordered.
I want a full 100% refund to include shipping, handling, tax etc. It is their mistake not mine and I should not be expected to pay for their mistake
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 they received so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer. We also ask for a picture of the sticker label from their appliance so we can ensure they ordered the correct part for their model. Sometimes the photos will show the customer mistakenly ordered a part for the wrong model number which is not created to fit their appliance. Photo evidence is used to verify whether or not the wrong part was our mistake in order to authorize another shipment.
In this customer's case, we determined that the customer received the part they ordered and we fulfilled the order correctly. We cannot provide a return label or full refund in this situation since it was not a shipping discrepancy. As stated clearly in our return policy (included below) return labels are only provided in the event of a shipping error.
Our customer support and Office manager provided all this information to the customer and also sent return instructions to continue with a normal return. The customer demanded a return label but his order did not qualify for one. Since this order is still within the 60 day timeline for returns, his only option at this point is to conduct a normal return for refund.
Return Policies
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.
When dealing with returns, please remember honesty is the fastest and best way to
handle things. It doesnt have to be difficult, just tell the truth, we want to help you!
All New/Un-used items can be returned for any reason within 30 days, as long as the
product is in new/saleable condition.
We offer the same pass *** warranty as the Genuine Part Manufacturers offer. Since these parts are meant for professionals, we do not offer a "buy and try" warranty, as many customers try to return products after they have opened and installed the product, and in many of these cases, the new part is correct and 100% working, but does NOT fix their problem, afterwhich they want to return. Just like every other appliance parts company, these now used products are not returnable. Sorry, but we must adhere to the OEM guidelines when processing returns. You have a 30 day warranty against any defective products, please identify a defective item (which is rare) quickly so we can
process your replacement quickly.
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 and unopened.
Items returned to us AFTER 60 days will NOT be refunded.
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I was prompted to enter my Whirlpool model number on the companies website which I did error free which matches the photo evidence they requested I send them. When I entered the model number correctly it took me to the part, which was selected by the company not me, as the correct replacement part so I purchased the part. When it arrived it ended up being the wrong part for my machine. I must remind all involved that at no time did I enter a part number...I entered my model number and the companies site produced the part which I purchased and was sent. but it is the wrong part. the selection of the part had nothing, zero to do with me and was selected by the company. they later sent a link to whirlpool showing the correct version of the part I needed all along proving that the part, selected by the company & shipped to me by the company was not the correct part for my correctly entered model number. I am getting extremely frustrated by this and I have said before my blood pressure is higher than normal dealing with this nonsense. I need this over and I demand a full refund to include shipping as I was not the one to select the part. the company website prompted me to enter my model number, which I did without error, and that's the part it said matches my model number washer but it did not. this is their mistake not mine.
(The consumer indicated he/she DID NOT accept the response from the business.)
OMG! when asked to do so, I have sent you pictures of the part on my washer in comparison to the part you sent to me and they are different parts. I need the one with the detergent port, the one I received does not have the detergent port. You yourself admitted "well I guess we don't have the correct part" then later lied and said you didn't say that. it is clearly a different part from the picture I was asked to send to you which I did. Ruth, I need this resolved immediately. They should be contacting the manufacturer not me. I demand a 100% refund. this is not the way any company should treat their customers. and I can not believe this is still going on.
The customer is still claiming this part does not fit their appliance and they received the wrong one from us. Our customer service team and office manager have verified through multiple sources this is the correct part. If they continue to have issues we suggest they contact the manufacturer. with their concerns. Since it is not a shipping error we cannot provide another part however, if they would like to pursue a partial refund, they can still return the part utilizing the instructions provided.
SHIPPING CHARGES
Shipping charges are nonrefundable, except in the event of a packing error.
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 day for
your return request to be processed.
RETURNING NON-DEFECTIVE ITEMS
Items must be new, unused and unopened. We do not accept the returns for any opened OEM items. The refund is contingent upon inspection of item(s) upon return. We will issue refunds for the product only minus the 25% restock fee (we usually do not charge the restock fee, but we do deduct shipping expenses and credit card fees form
your refund).
Our Returns Dept. will get in touch with you normally within 1-3 buisness 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.
Error message on oven indicated that the door latch needed replacing. Ordered from Genuine Replacement Parts, installed according to manufacturer and same problem resulted. GRP refused to allow me to return part because I was honest with them and told them I had installed it (for all of 5 mins). Lesson learned. Error messages on appliances today can indicate a couple of different problems hence to need to try things. I will not use nor will I ever recommend this company again.
We must adhere to manufacturer return guidelines, if a part is installed, it can not be returned because it can not be restocked for resell as we do no sell used parts. All of this is stated in our return policy, our return policy also states ;
"We offer the same pass thru 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. "
Full return policy for review - https://www.genuinereplacementparts.com/policies.php?return_policies
Nice response. You not only managed to reply by essentially blaming the manufacturer's for your policy but you also insulted your customer by insinuating that they are not a "professional" and do not know what they are doing. So nice. My original review and comments stand, and btw other companies do take back parts that did not work, even new ones, and work with "professionals" as well as ordinary customers to ensure that, in the end their problems are fixed.
Terrible customer service and service charges
I ordered a part for my LG refrigerator and it appeared to have the components I needed. When it arrived it didn't include the components that were pictured and when I was told to return it they never sent me a shipping label and the shipping cost was almost as much as the part I ordered. Then I had to email them to get a response for my refund and they didn't even give me the full refund amount. A total inconvenience and lack of customer satisfaction.
I want a full refund and return shipping paid for in full.
Customer is claiming he received the incorrect part that did not match his order or that it was defective. Our customer service agents cross referenced the photo documentation that he provided with the link from his order and verified we shipped the correct part. We also inquired with our IT department about the information on the website. They have verified that the website link (provided below)clearly shows this is a cover only and does not come with any buttons or components.
http://www.dappz.com/qsadmin/catalog/product_info.php?products_id=XXXXXXX
Since we fulfilled his order correctly, the customer is not eligible for a return label or full refund. We only provide a full refund in the event of a shipping error. We do not refund for the original shipping cost or the return shipping cost. I have included a portion of our return instructions 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 and unopened.
Items returned to us AFTER 60 days will NOT be refunded.
SHIPPING CHARGES Shipping charges are nonrefundable, except in the event of a packing error.
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 day for
your return request to be processed.
RETURNING NON-DEFECTIVE ITEMS
Items must be new, unused and unopened. We do not accept the returns for any opened OEM items. The refund is contingent upon inspection of item(s) upon return. We will issue refunds for the product only minus the 25% restock fee (we usually do not charge the restock fee, but we do deduct shipping expenses and credit card fees form
your refund).
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.
(The consumer indicated he/she DID NOT accept the response from the business.)
Image is unavailable and doesn't appear to be from the GRP website. Still, satisfaction with the customer service is lacking. Company should be willing to all that is necessary to ensure the customer is happy with the order or return. Extra charges and fees are unnecessary for a returned product that is in perfect condition.
Your feedback has been passed *** to management. We are always striving to create a better customer experience.
reading the previous reviews struck me as eerily similar to my experience with Genuine replacement parts. they sent me a thermostat that literally blew up upon installation. when I tried to return it, they asked me to take pictures and write exactly what went wrong. when I questioned this arduous return policy, the agent, Felicity hung up on me. this seems to be a pattern based on other reviews that I have since read about this company. when I filed a complaint with paypal, they challenged my claim. this is an unscrupulous company that will not return your money. beware when buying anything from this company.
Customer called to notify us that his part was defective. Our customer service rep Felicity let him know that we need some additional information in order to process the warranty claim. Here is a copy of the email we sent him and the same information he was told over the phone;
"Hi Cyrus,
I'm sorry to hear your part is not working properly. In order to start a warranty claim, we will need you to send us a picture of the part. We will also need a picture of the sticker label from your appliance that shows your Model/Serial number. This information is needed by the manufacturer in order to file a claim.
Thank you for your assistance,
- Felicity"
Customer began yelling and screaming at Felicity that he would not follow our simple procedures, after several minutes of trying to calm him down and failing, Felicity ended the phone call. The customer did receive the directions for completing the warranty process. Once we receive the required information, we will happily issue a refund once the Warranty team closes the case.
the business is lying. I merely said that I will not jump through all their hoops to simply return a defective product, when their agent *** told me to stop yelling at her. I told her i'm not yelling and if she cannot deal with a frustrated customer to please transfer me to someone with thicker skin at which point she said, "i'm hanging up now," and she did. . I have read another review where the customer claimed the agent hung up on them when they protested their return policy. this seems to be a pattern.
worst experience I have ever had ordering anything online. ordered a replacement gasket for my freezer using the model number from the freezer itself. when part showed up it was obviously the wrong gasket, called customer support and they said they needed pictures of labels from box and invoice to process return. having never heard of this before proceeded to follow their instructions. after a couple of days they said to return part, never offered to send correct part. upon return they only refunded part of my money stating it was my fault for wrong part being sent. when I told them it only has one gasket and the invoice has the correct model for the freezer they said there was nothing they could do and hung up the phone.
The original communication with us was that we sent the customer an incorrect part. We cross referenced the photos of the part we sent with the invoice of what they actually ordered to verify that we fulfilled this order correctly. After we filed the claim and the customer returned the product, they then let us know that the part was defective. We file the claim with the manufacturer on behalf of the customer so we need accurate and complete information at the time of submission. Once the claim is done we cannot go back in time to resubmit it under a different reason. If we had been aware that the customer felt the gasket was the wrong dimensions, we could have filed it differently as a defective part to provide a full refund. We apologize for the misunderstanding. We also have detailed notes in this trouble ticket about the customer's rude behavior when we discussed the status of the return.
Part received, and looks like the original, but it doesn't fit. Attempted to return, and company is unresponsive via email and phone.
Part received, and looks like the original, but it doesn't fit. Attempted to return, and company is unresponsive via email and phone.
Calls to XXXXXXXXXXX indicate that they are "in the office, but can't talk right now" and then calls are disconnected. Very peculiar. Willing to pay a restocking fee and cover return shipping, but I paid $75.83 for knobs that I can't use at all. Can't even talk to them about the problem. Seems that many other people have the same issue.
I would like an RMA for the knobs that do not fit my stove.
Customer is claiming that his part did not fit. We sent him return instructions promptly, however it looked as if he might not have received the email. We have resent the email so please have the customer check his spam folder just in case. He will find the instructions and return authorization number included within the email.
They reached out to me after the complaint. They subsequently gave me an rma number and return instructions. I shipped the item back at my own expense. Waiting for refund.
We are waiting for the inspection process to complete for a refund approval. Per our return instructions, this process takes 10-15 business days. Even if the package was shipped back the same day as the RMA was provided to the customer, it has barely been 9 business days with the 4th of July holiday. We have emailed the returns department for an update but if the customer could provide the tracking number from the return shipping, that would assist us for research purposes.
I highly do not recommend doing business with this company!
I ordered two dishwasher racks online from GRP and received the order promptly only to find that both items did not work on my Whirlpool dishwasher. One rack I received was a GE - not the one in their ad which would have been exactly the one I was replacing. The GE rack was not usable at all! The other rack was for a Whirlpool and when I questioned GRP about it before ordering, I was told that this rack was what the manufacturer was supplying as the replacement part for my machine. However, when I received it, it was about 1 cm. longer than the one I was replacing and I had to force the door shut to make it fit. I was not willing to do that. Also, it came without any instructions or even a diagram to show which was the front or back. Since it didn't resemble the one I had, I had to guess which way to install it. Either way, it did not fit.
When I reported this to GRP, they had me send photos of the model number and the boxes the racks were sent in. I did that. It seemed to take forever to hear from them and I had to recontact them and told them that I was asking my credit card company to contest the payment. Eventually, they agreed to send me a return label for the GE rack but not for the other rack that was inappropriate for my machine. I argued that the inappropriate rack was not usable for me and they argued that the manufacturer said it was. I had to pay $30 to FedEx that rack back to them. When they finally credited my credit card account for returning the items, they charged me an additional $18: "Per our return policy, shipping charges are not refundable unless their(sic) is a packaging error (wrong or damaged part). We have also charged a restocking fee, we reserve the right to charge a 25% restocking fee, but we usually do not charge the full amount." There was no damage and I had sent the original boxes as requested, not defaced, in the same condition in which they were delivered so that they could reuse the packaging. This whole process took more than 2 months (4/1 to 6/19/2019).
So I spent $48 and have nothing to show for it except a lot of grief! I am planning to buy a new dishwasher, even though mine works very well, but the racks are rusted!
Mrs.
We were able to verify that one of the dishwasher racks was incorrect so in that case we were able to supply a return label due to the shipping error. The other rack was a manufacturer approved substitute so unfortunately, we could not provide a label for that one. You were also eligible for a full refund for the wrong part shipped so we are refunding the shipping fee and the restocking fee for the one rack. The refund total is $13.88 and will be credited back to your method of payment within 3-5 business days. We sincerely apologize for this oversight.
Placed a order and haven't received my part.
Placed a order on June 3rd for a part for my dishwasher, their website claimed the part was in stock with 1 day shipping. On June 5th I contacted them that the part hadn't arrived. They emailed me a tracking number. The USPS tracking number keeps saying that the part Arrived at USPS Regional Facility ELK GROVE VILLAGE IL DISTRIBUTION CENTER on June 3rd and is in transit. It is now June 10th still no part. (I live 30 miles from ELK GROVE VILLAGE. I could have walked to ELK GROVE VILLAGE and back by now.) So I called their customer support and what they told me implied that since the part shipped, and that they provided a tracking number it is now my problem not their. Of course all very politely. I'm beginning to think this company is just a big scam. I buy online all the time from other companies and never have had any problems until now. I recommend avoiding this vendor !
Refund
We do not guarantee shipping dates but only provide estimates for the convenience of our customers. We always do everything within our power to meet these dates, however we do not guarantee delivery times. I have included the screenshot from the customer order screen showing that the time frame is an estimate. I have included an excerpt from our shipping policy with more information.
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. However, every once in a while, we run out of inventory and must ship your from a different warehouse.
In this customers case, we had the part prepared for shipment and in the hands of USPS within 1 day. Reviewing the tracking shows that the package was in possession of the USPS on 6/3 but did not have any movement until 6/7. We also cannot be held liable for any shipment delays caused by the fright carrier. We make every effort to meet and exceed customer expectations in order to provide the best service. We apologize for the inconvenience this delay has caused. According to the tracking, the package was delivered to the customer on 6/11.
I purchased a "genuine" replacement part that was incorrect and they are playing games and refusing to refund / exchange my part for the correct 1
They sell their parts as genuine, and yet it is NOT the same part for my refrigerator. Different connections and appearance. I simply asked (within a day of receipt) to exchange for the correct one... and they have been sending me in different directions to avoid providing me an RMA number. I have provided what they asked for... then they ask for something else. All in circles. I have 7 emails going around and around where they blame technical issues and then ask for something different than the last. They are now asking me to prove what they sent me as if they don't have records of their own. My refrigerator doesn't work, and I was supposed to have a replacement a WHILE ago instead of playing these stupid games. I just need a good company to sell me the part I need so that I don't have these absurd battles.
At this point, I don't' trust them, their products.. or their service enough to ask for an exchange even thought that is ALL I have asked for up until this point.
Refund my Credit Card. I am mailing the part back tomorrow without an RMA# since they are playing games and won't provide one after a WEEK of communicating with them.
When a customer receives an incorrect part, we must follow certain protocols so we can provide a replacement part as efficiently as possible. We ask for pictures of the incorrect part as well as the model and serial number of their appliance that was sent so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer. Photo evidence is used to verify our mistake to authorize another shipment.
I have attached the ticket exchange for this customer. The correspondence shows that the pictures were not able to be viewed by us until 6/6 once he sent over zipped files. There was no way to view his pictures previous to that, however, we were still in need of an additional photo of the part number that he was sent. This is critical to the claim in order to determine whether or not we sent the right part. Without this evidence, his only option was to return this as a normal return but he would not be eligible for a full refund.
I have included a portion of our return policy with more information.
RETURNING NON-DEFECTIVE ITEMS
Items must be new, unused and unopened. We do not accept the returns for any opened OEM items. The refund is contingent upon inspection of item(s) upon return. We will issue refunds for the product only minus the 25% restock fee (we usually do not charge the restock fee, but we do deduct shipping expenses and credit card fees form
your refund).
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.
In order to file a warranty claim, we require the model number and the serial number of your appliance. This is a manufacturer requirement as we file the warranty claim for you
on your behalf.
Our Returns Dept. will get in touch with you and ask you to all the necessary information required to file a warranty claim including and not limited to; picture(s) of the item(s) (if deemed necessary) and a picture of the tag of your appliance that contains the model number and serial number. Our Returns Dept. will not open up a return unless all information has been provided. If you do not provide us with this information, the return
will not be accepted and your refund will be denied.
Customer has been refunded and the case has been closed
The part that we ordered came into us used-we thought we were buying new. We have answered a # of questions,Still have gotten no where.Thank you
Around 05/29/19 we ordered a part that is no longer available.(# XXXXXXX Infinite Switch Invoice # XXXXXXX Paid Total amount 41.67) A hard to find part-Looked on the internet the GRP company stated they had it.Great,so, we ordered the part with the understanding that it was a new part,So,When we got,the package the package had been opened-( No problem it is a old part and the packages get torn over time )Again we realize it is a hard to find partBut the part prongs had markings on it.That is not supposed to be,we are a parts and service company ourselves,so,We also do part warranty /appliance warranty paperwork.Trying to get the GRP company to refund or send us a new part,They have asked us a # of questions,Now,the finial question ( that makes us think this is not right was ) was take a picture of the Appliance Model/Serial # plate,But,They had already gotten the #'s from us.They are asking us to inconvenience us as well as our customer,which is not needed.They ( GRP )have the information.When does it stop.( the questions )We have given ( GRP company) pictures of the part,which we didn't open,we have given GRP company the model & serial #'s,they have our Name & address. This was our first time of doing business with this company and our last.Here is the information on their company that we have Incident # XXXXX part ***@GenuineReplacementParts.com *** customer service specialist / *** Customer Service Specialist out of Fort Walton Beach , Fl. Company GRP at 210 W.Hollywood # 241 , Mary Esther,Fl. XXXXX Our Company Lebanon Appliance at 1411-F West Main st.,Lebanon,Tn.XXXXX Phone-615-444-2525 ***@Bellsouth.net *** ( *** ) *** Cell phone # XXX-XXX-XXXX ) We would Love to get this part # XXXXXXX to help our customer,But,they have not even offered to send us a new part at this point. Just wanted to report this complaint on this customer,felt like we were being whodo'd.But,all in all - we still have our customer and they have lost a future customer.Thank you & May God Bless Us All Have A Great Day
A new part or a refund--that's all that we are wanting.
When a customer receives a damaged part, we must follow certain protocols so that we can provide a replacement part as efficiently as possible. We asked for pictures of the damaged part and the model/serial number of the appliance to be sent so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer.
After reviewing the pictures, we were able to work with the manufacturer for credit on this order. We issued the refund to the customer on 6/6/19. We sincerely apologize for the inconvenience this process caused.
wrong part they sent refuse to exchange or make right after it was seen there web page was wrong.
Went to there web page followed the prompts to get my part ,ordered the part .It was wrong There web page has the wrong parts linked to that page,they are refusing to refund me my full amount or send the right part out.Problem 1 They stated on check out they will charge me 6.99 for Fed/EX or UPS shipping .it came to my post office as general delivery.2nd I could not get hold of anyone for 3 days and they agree the wrong part is on there site and it happens ,but are refusing to fix this and I can re order the right part and wait till they get. Customer Severs told me that I got the part I ordered ,and that they are not in the wrong and they also admit that some of the web pages are wrong and it happens you get the wrong part it in on the customer to ship back the part at my cost and they will only refund me the cost of the part not my org shipping cost and or a refund me what it took me to ship it back There Web site offers live help I got one to answer but they never answered me back
I want a total refund of all cost and shipping I paid to have it shipped to me and to have it shipped back.I would like to see there web page's fixed to get you the right part, I want the corporate office # to file charges on them for the harassment I am receiving from there customer Tech *** I would like a call from the head office explaining to me how they are returning my monies.as the card I used is a pay card and cant not be reloaded .
Addressing the customers shipping concerns: We do not guarantee specific freight carriers for delivery of our products. We will utilize whichever carrier is able to keep the shipping cost at a minimum for our customers. Here is an excerpt from our shipping policy:
SHIPPING METHODS
Our preferred carrier is Fedex and UPS but, we will choose the fastest method to ship your items to you and may use Ontrac or other carriers. We reserve the right to use the carrier of our choice for the shipping to provide faster service.
The customer is also claiming that we sent the wrong part and that we falsely advertised our products on our website. Once the customer emailed us a picture of the part we sent, we were able to verify that the part number on the part expressly matched what he ordered from his invoice. This is evidence that we fulfilled the order correctly. These documents are attached for reference.
It seems the customer mistakenly ordered the wrong item thinking it was what he needed. Our office manager was able to provide him the link to the part that he probably thought he was ordering. We also did not harass him as he is stating but were very professional in our interactions. We also provided return instructions so he can return the wrong part and order the one he needs but we still have not received it back at our facility. As laid out in our return policy, we do not refund for shipping unless we are in error. I have included a portion of our return policies with more information.
SHIPPING CHARGES
Shipping charges are nonrefundable, except in the event of a packing error.
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 day for your return request to be processed.
RETURNING NON-DEFECTIVE ITEMS
Items must be new, unused and unopened. We do not accept the returns for any opened OEM items. The refund is contingent upon inspection of item(s) upon return. We will issue refunds for the product only minus the 25% restock fee (we usually do not charge the restock fee, but we do deduct shipping expenses and credit card fees form
your refund).
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.