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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Ordered 4 parts, one of the parts they sent was incorrect
Ordered 4 parts for a dishwasher from Genuine Replacement Parts. I received 4 parts, but one of them was not the part I ordered, not even for a dishwasher. Ordered part #WD8X228 but received part #WCIXXXXXXXXX. I have been emailing back and forth with them for over 2 weeks. Every email I sent was responded with them asking for more information, often asking for the same information multiple times. Now they have stopped responding completely.
Either send the part that I ordered (#WD8X228) or refund my money.
Business sent me the part I needed. Complaint has been resolved.
Thanks for your help!
Company will not refund full price as promised for a returned part.
I returned a part unopened for which I paid all shipping fees (both ways) and the company only refunded me 50% of the originally paid price. I was assured that if it was returned I would get a full refund but that didn't happen. The company will no longer answer emails.
refund of 14.78.
The customer returned their part and was expecting a full refund. We do not refund the original shipping cost($7.52) nor the sales tax ($2.36) on orders due to fees incurred by the company for shipping products. Every return is also charged a restocking fee up to 25% of the refund amount but in this case was only $5. Our return instructions are also clear in stating that the customer is responsible for return shipping cost. I have included excerpts from our policy below:
SHIPPING CHARGES
Shipping charges are nonrefundable, except in the event of a packing error.
RETURNING NON-DEFECTIVE ITEMS
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.
We are sympathetic toward the customer that the part was no longer needed however, the additional fees are not eligible for refund.
I am writing to let you know how much I appreciate the outstanding customer service that Ms. Diana of your staff provided me when I had problems with the refrigerator door gasket purchased from Genuine Replacement Parts. I must say the correct and prompt support extended by Ms. Diana was appreciable. She understood my medical condition which required a working refrigerator for proper storage of medications and provided service in an expeditious manner. She answered all my queries and was very polite and helpful throughout my telephone conversation. Her professionalism, her over extension of kindness and desire to a good job surpassed all my expectations. You have a great team member that make customers feel respected and valued. Competent and sensitive customer service personnel like Ms. Diana and your staff are the prize of the replacement parts profession. I appreciate the way you have trained your employees to deliver such satisfying levels of customer service. You should feel proud of possessing such great human resources, who can bring in such goodwill for your company. You can be rest assured that I will continue to maintain business relations with Genuine Replacement Parts for years to come and recommend your company to all my friends and family.
Very Sincerely,
Godfrey
Thank you so much for taking the time to reach out to us. We value our customers and I am so happy to hear you received excellent customer service. Diana is a valued member of our staff and will be recognized for her outstanding service.
Returned item to company on 1/2/19. No way to speak to anyone at the company about the return. Item was received by company. No refund as of 2/19/19
Purchased online 12/15/18 (1) Trim Kit for Jenn Air stove. Item #JGS145ODB1. Order number XXXXXXX. Paid by Master card ending in 9481. $84.89 for item, $5 shipping via UPS. Item did not fit our appliance as advertised. Attempted several times to contact company using their website. Received a "No available representatives" message when inquiring to get assistance with return/exchange.
Repackaged item and returned it via USPS on 1/2/19, along with copy of original receipt and a letter requesting a refund of payment, since the item did not fit our appliance as advertised on the site. Item was received by Genuine Replacement Parts . January XX XX:XX am Delivered, Individual Picked Up at Post Office in MARY ESTHER, FL - Delivered Fri Jan 11 2019 - MARY ESTHER, FL
As of today, 2/19/19, I have not heard from Genuine Replacement Parts about the return, nor have they issued a refund to my credit card for $84.89.
I want $84.89 refunded to the original method of payment (Mastercard ending in 9481 as acknowledgement that the part they sent me was not as advertised, and that they are in receipt of the items.
Customer returned the item without reaching out to our customer service department for the full return instructions which includes the correct address. Both the invoice and packing slips contain information about the return process. The package was sent to our corporate office where we do not accept returns. This forced us to ship the package back to the correct warehouse so they could process the return. These steps severely delayed the refund. The customer was refunded on 2/18/19 minus the extra shipping cost incurred by the company.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did attempt to reach GRP customer service department online and was directed on three different occasions to a "Live Chat" feature. After posting that I was contacting the company about a return, I received messages "All customer service agents are busy serving other customers", or else simply blank air.
There was only one address on the packing slip, which I included in the original packing when I returned the item to the address on the packing slip, at the cost of $20.
Given that I DID attempt to contact GRP about how to return the package but to no avail, and given that the part DID NOT FIT our stovetop, as was advertised on the GRP site, I want the $20 GRP claims it had to spend to send the package to another location, refunded to my credit card.
GRP sold a product that did not perform as advertised.
GRP was not responsive as to how to remedy the situation.
The item was returned to GRP within a reasonable period of time, undamaged, therefore, I want the full refund of the price of the product.
Customer claimed to have made attempts to reach our customer support line through the live chat system. The attempts to reach us were made during a time of high call volume since they received our message "All customer service agents are busy serving other customers". So regrettably, we were not able to accept their chat most likely due to all our chat lines and phone lines being busy. A couple chat attempts that were not able to be accepted are not treated as a credible effort to reach our company. Customers are always able to reach us through our email where we could have provided return instructions. Here is the excerpt from our Return policy:
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.
We are sympathetic that the part did not fit the appliance however, its possible that the customer ordered the incorrect part. Many times, customers mistakenly order by the incorrect model number. We only refund return shipping in the event of a shipping error. When a customer claims they were sent the wrong part, we need to verify that is indeed the case. The protocol requires us to acquire pictures proving that it was our mistake and the customer didn't just order the wrong part. Here is the excerpt from our policy discussing the process:
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.
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.
If there was an email submitted, we would have asked for pictures to verify we sent the wrong part. This way if we did indeed send the incorrect part, we would have provided a full refund.
At this time with no verification of fault on our part, we cannot provide a full refund as laid out by our return policy.
Trying to return Icemaker. They don't answer emails (three) they didn't answer phones and their online chat is
Trying to return a Whirlpool Ice Maker not needed or used.
Punched 01/02/19
Part number G16FARXXY08
Pick ticket XXXXXXX_01
WPL WXXXXXXXX
PO number XXXXXXX
Payment by credit card
$81.89 sub total
5.00 shipping
4.91 Fl sales tax 6.50%
91.80 total
Give me an RGA to return product and credit my credit card
I got the return authorization about an hour ago.
Thanks for your help.
DO NOT ORDER FROM THIS COMPANY!!! THEY DO NOT ISSUE REFUNDS FOR RETURNS!!! ZERO STARS IF I COULD...
WE ORDERED A PART THAT WAS NOT CLEARLY LABELED ON THEIR WEBSITE. IT WAS THE WRONG PART (DESPITE LOOKING LIKE THE RIGHT PART FROM THE PICTURE) AND THEY WILL NOT ISSUE US A REFUND AFTER GOING THROUGH THE RETURNS PROCESS, GETTING A RETURN AUTHORIZATION NUMBER, AND EVEN REPACKAGING THE ITEM CAREFULLY SO IT COULD BE RESOLD IN THE MANUFACTURERS BOX WITHOUT ANY DAMAGE. AFTER ME EMAILING THEM OVER AND OVER, THEY STOLE OUR MONEY AND NOW HAVE THE PERFECTLY UNUSED PART BACK IN THEIR WAREHOUSE TO RESELL AGAIN. THIS IS ROBBERY. TERRIBLE TERRIBLE CUSTOMER SERVICE!
We do issue refunds, we are currently working to resolve this customers issue as they have misplaced needed information to properly follow up on their return. Our website clearly states that a customer should not order simply by looking at a picture, but should order by the Model number to match the part exactly. The customer must acknowledge before purchasing that they did not order by sight, but by verifying the part by cross referencing the part number with the model number. We have not stolen from this customer, and will happily refund once we can verify that the part is returned and passes the return inspection.
This seems to be an unnecessary step as not every option has been exhausted to fix this issue. We will continue working with the customer to resolve this matter.
I agree to strongly disagree with this comment. We did not have a part number to go by and the picture was mislabeled. My husband and I both looked at the photo offered and agreed it was the correct part. This however is not even the issue. We sent in the replacement drawer... not a small piece by any means.. with the Return Authorization Number. Now, because we didn't keep the tracking number, they are refusing to refund our money. It isn't our fault if you misplaced the return authorization included with our shipment. What did you do with the drawer we returned? Wouldn't you find it odd to have a randomly returned item without finding the proper people to refund the money too? That is terrible processing!!! You have our money, and you have your completely perfect drawer as well. How is this not stealing from your customer? Customer service took weeks to respond on this issue and this has been a HORRIBLE experience. I have NEVER had an issue in my entire life with a return. I feel SCAMMED and STOLEN from. I am not saying GRP has to agree with how I feel this was handled, but consumer beware!!! II do not recommend working with this company.
We can not be held responsible for the incorrect part being ordered if the customer does not follow the necessary steps to order the correct part. However, for the matter at hand, we can understand the frustration, but we can not verify if the part was misplaced by the processing team, or if it was mishandled by the shipping carrier. This is why our return instructions state,
"Please obtain a tracking number
for your return shipment and email that information to us so that we can
also track your return shipment"
Our staff has been in constant communication, but without the tracking information, we can't move forward. We have suggested the customer reaching out to the shipping carrier to see if they can provide any tracking information for us. Again, once we can verify if the part has arrived to our return processing team, we can move forward.
Attempted to cancel order with no response. Paid for fast shipping and item arrived 5 days late. They're unwilling to refund shipping costs for return
I placed an order (#XXXXXXX) on the evening of 01/16/19, after regular business hours. I also paid additional shipping charges (2 day shipping) due to the time frame I thought that I needed the part in. Within an hour of placing the order it became apparent that I no longer needed the part. I contacted the company first thing the next morning (within a hour of business opening) requesting to cancel the order, first I attempted using their "chat" system (which I never got a response from) and then by email. I never received a response from them via email either. I then received an email the following day stating that my item had shipped (over 24 hours after I had sent my email requesting to cancel the order). I was silly and assumed that once I got the item, I could contact them and they would assist me in returning it. Turns out that regardless of the situation they refuse to refund any shipping costs and they require me to pay for return shipping. I attached a copy of my email that included the time and date it was sent, a copy of the invoice that showed the additional shipping I paid, and a copy of the detailed shipping information that showed when the item actually shipped and that it arrived 5 days after the "expedited" shipping was supposed to get it to me. Funny thing was EVERY SINGLE email I sent regarding returning the item and their policy on shipping was replied to within hours. I'm just super disheartened by their inability to make right the errors that were theirs in this whole situation. I paid $33.41 for this item after shipping. It's not going to kill my budget, but I certainly won't be doing business with them again and I definitely will not be recommending them to anyone else for that matter. This isn't how you earn customers.
I would simply like a refund on my order including the shipping charges I paid ($33.41)...because I did everything in my power to cancel the entire order from the beginning. In my opinion it never should have shipped in the first place. I'm happy to return the item, but I would like that shipping charge to be paid for as well.
Customer attempted to cancel her order by emailing through our chat system. Regrettably, we did not receive her message since it was never accepted, most likely due to all the chat lines being busy. If she would have either continued to reach us by chat or our toll-free number, she would most certainly have reached one of our customer service reps. I have attached the trouble ticket log as well showing that she did not email us until 2/4/19, well after receiving the package. Customer is claiming that she paid for expedited shipping which is not possible. We only offer Standard Ground shipping with the cost dependent on the distance from the warehouse. We do provide delivery estimates for the convenience of our customers based on information given us by the shipping carriers. We always do everything within our power to meet these dates, however we do not guarantee delivery times. 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.
At this time if the customer would still like to move forward with a refund, they will have to follow the return instructions to initiate the process. The customer is responsible for return shipping as outlined in our policy:
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.
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.)
I have records showing that I sent an email to the email address that they provided when my initial attempt with their chat system did not work. I provided this to them and they did not even acknowledge it. Also, I very much DID pay extra for 2 day shipping. I have a copy of my invoice stating as much. It was $3-4 additional. I'm happy to provide any of these documents and do not appreciate the company calling me a liar...not good business!!!
We did receive the email from customer's chat attempt and this is why I said regretfully we did not get it on that day. A chat attempt which was not able to be accepted is not treated as a credible effort to cancel an order since we do not have a record of it. There was also no record of any emails or phonecalls to cancel. This chat attempt was during a high call volume time so our chat services remained busy accommodating customers as well as phonelines.
I have attached the customers invoice to show her individual charges. We did charge a shipping fee of $7.52 for Standard Ground shipping. We provided a 2 day estimated delivery date of 1/18/19 however, we never claim to provide guaranteed shipping. In fact, I have again included the disclaimer from our policy discussing how we do not guarantee delivery times.
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.
Reguarding the refund for this order. The only way that this order can be refunded is through a return. Return shipping cost is also the responsibility of the customer as stated clearly in our return policy. We cannot provide further assistance at this time without having the part returned in saleable condition. Return instructions have already been provided.
RETURNING NON-DEFECTIVE ITEMS
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.)
I have stated in each of my explanations that I sent an email to the email address they provided for when the chat experience doesn't work or is too busy. It was sent on my end and went through and I provided documentation/proof of such. If they did not receive it, it was an error on their end. It seems they think they can do no wrong and that the customer must always be responsible should anything go wrong. This seems like an interesting business philosophy...
Their 2 day shipping or same day shipping ad on official web site should be erased and estimate on delivery is totally inaccurate.
I placed replacement part order through online, relying on their "2 day shipping" sales. But, day after they shipped my order I found out that actually my order will arrive after 5 days. if I knew that I wouldnt have placed my order and could have purchased somwhereelse.Their ad on web site is for luring people to purchase products. Called their customer service to cancel my order because I needed that part as soon as possible. However their customer service told me that they cant cancel the order and I have to pay shipping back as well after I receive the order.
They should erase 2 day shipping or same day shipping ad on thier web site and be more accurate on their delivery estimate.
We provide shipping estimates on our orders 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 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.
Maybe some of the worst customer service I have received. I purchased two refrigerator drawers from Genuine Replacement Parts website, one arrived cracked. I needed to return it. That proved super difficult.
The website's "live chat" feature never worked, always prompting you to email instead. No response from those emails either. Phone calls were not answered, all during business hours, my messages were not returned. I finally got in touch with someone when I used an email address I found through Revdex.com's website. He assured me he would help with my return, but the emailing with him took 22 back and forths! 22! He kept asking random questions about what drawer it was, needed pictures, needed serial numbers from my fridge, needed clarification about what I wanted...it was ridiculous. Even if all that info was necessary (and I am certain it was not), he could have been up front about all of his needs in the first email. They finally refunded my money and he gave me an address to send the broken drawer, but the instructions to return it were laughable. They claimed that if the original packaging was even so much as taped or written on with sharpie, they reserved the right to offer no refund! The box, not the product! And the best part was, the box arrived with random numbers scribbled on it with sharpie! The return policy was hysterical to read, including lines about the company having the right to not give back your money for any reason they please, and lots of gibberish about customers not lying to them. What in the world?!
In the end, it took over 3 weeks to return the broken drawer, and I did get my money back, but what a strange and difficult process. My advice is to avoid this company.
We are very sorry that you had a negative experience. I hate to hear that a part was delivered damaged. We do have to review pictures of the damage in order to verify that the part is indeed damaged. We did reply to the first 3 emails you sent, but it appears you did not receive them or they were going to spam, but we contacted you through our personal emails as soon as we realized. It appears it was difficult to receive the correct photos, but we were still able to offer a refund for the damaged part.
We are working everyday to provide a better customer experience and will take your situation into consideration during our training.
I ordered the wrong part tried getting a hold of customer service you absolutely cannot I've emailed & have had NO response this company is a joke!
I ordered a part for a fridge they were extremely fast at shipping it to me but seeing it was a wrong part I tried multiple times contacting the costumer service number on 1/29/19 it tells you to email to get the fastest response I emailed them right away & again & again I have had 0 responses my order number is XXXXXXX-XX I would like a refund & the correct part ASAP
A refund & the correct parts asap
Customer ordered the wrong parts and contacted us in order to return them for refund. I was reviewing this order and saw that our customer service department has provided return instructions twice on 1/29 and 1/31. Please have the consumer check their spam folder since she must not have received these emails in her regular inbox. I have resent the return instructions but if there is a different email address that we can send them to ensure delivery, we will gladly send them again.
Refund rejection
Was sent the wrong part after entering model # on the website. When it arrived it did not fit my oven, I contacted them and they had VERY detailed instructions on returns. I followed all of them including paying $15 to ship back on a $30 part. And provided them with all the information and pictures of part in working order, only to receive an email saying "their warehouse said part was damaged". They did not provide any pictures to show damage and told me there was nothing they could do. Very bad business practices and should charge a refund because the item was sent back in protective packaging as requested in original bag.
Would like the shipping charges and price of the part be refunded.
Customer ordered a control knob for their stove, however ordered by the wrong model number. The model number from the picture that was sent to us is: 790.XXXXXXXX but on the invoice you can see the customer ordered a part for model # 790.XXXXXXXX. The part was ordered incorrectly by mistake so the only option we had at this point was to conduct a return for refund. The customer did return the part but it arrived damaged and was not able to be restocked. This return was no longer eligible for refund. We informed the customer and also let him know that he could file a claim with the frieght company since it was likely damaged in shipment. I have attached the picture of the damaged part as evidence which we provided to the customer on 1/29/19.
GRP sent me incorrectparts to repair an appliance. Returned parts and refund was refused for one of the two. Called and still refused refund.
Used GRP website to find and order parts. They were incorrect and this was verified when I had to get repalcement parts at a local supplier. Returned parts and was refused refund on opened part. They told me the parts sent were sustituted by the manufacturer and since I had attempted to install one they would not refund for both parts only the unopened one. Since the parts looked the same, and were listed by them as being the same, how could the fact that they were incorrect be determined without opening them? Also, why are they allowed the refuse to make good on an incorrect part that their website said was correct? I was told they could not refund the part since the manufacterer would not take back "installed" parts. It was not installed, it would not fit, and could not be made by me to fit. GRP posted incorrect information online, the manufacturer they purchased from substituted a part that would not fit, and they expect me to pay for their mistakes.
Order#XXXXXXX date ordered 1/16/19
date of refusal to refund (on phone) 1/29/19
Customer Service Rep - Angie
Part number ( GRP website) Whirlpool # XXXXXXK
Appliance model - Jenn-Air Cooktop Moel C101
Amount paid for two $92.78 (w/ $5.00 shipping)
purchased/paid online w/CC
I want them to refund my total purchase of $92.78
We are sorry the manufacturer recommended part did not work for you. The part was deemed used upon return by our return department, and a refund was declined since the part can not be restocked/resold once it is used. However, since this part did not work for the customer, we can try and submit a claim to our warranty department for a defective part. We have sent the customer an email requesting some information to assist us in the claim. We are willing to work with the customer to get this matter resolved. If a claim is filed and a credit is issued, we will gladly offer a refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only received an email requesting information that they already have, ( return order number - XXXXXXXX). At this time I am still requesting a refund for the incorrect part, so I do not "accept" their response based on the fact that I do not have the refund requested.
Our manager has refunded the remaining amount for the second part. We apologize for the inconvenience this has caused you. Here is the transaction information:
Transaction ID: XXXXXXXXXXX
Payment Method: XXXX8700
Amount: USD (48.89)
I have paid for two parts total. And I have kept one. They still owe me one refund of $138.89 for the other part.
I have paid for two parts total. And I have kept one. They still owe me one refund of $138.89 for Order XXXXXXX.
1. Order XXXXXXX placed 11/09 for $127.89. Wrong color. Sent back at my expense. Tracking shows they received it.
2. Order XXXXXXX placed 11/19 for $138.89. Received broken. Sent back at their expense. Tracking shows they received it.
3. Order XXXXXXX placed 11/30. Replacement for broken order XXXXXXX. Received wrong color. Sent back at my expense. Tracking shows they received it.
4. Order XXXXXXX placed 12/04. Received and kept. Not exactly right but had to make due as I never could get them to send me the actual correct part I needed.
I want a refund for $138.89 for a part I ordered and returned. They received the returned products on 12/9 and have emailed promised refunds several times. They are no longer returning emails and cannot be reached by phone.
Customer was refunded through his PayPal account on 1/29/19. We sincerely apologize for the inconvenience that was caused and the delay in refund.
My money has been refunded once I contacted the Revdex.com and my credit card company and threatened to report to my county DA's office. Thank you for your help.
I ordered some stovetop parts and still haven't received them for a month. Tried contacting email and live support still no response.
on Dec 16, 2018 11:43:16 CST
Paid: Payment $82.89 USD
Payment method: paypal
I purchased a set of stovetop burners from Genuine Replacement Parts
***@genuinereplacementparts.com
Still have not received them, gotten any tracking info, or any responses. Extremely disappointed.
I want a refund.
We have cancelled the order and refunded the customer's account per their request. We sincerely apologize for the delay.
Lack of refund, and unanswered communication pertaining to why from company
On 12/9/18 ordered part for fridge. Apparently it was wrong the part (was missing glass shelf) and initiated return process. Obtained RMA#XXXXXXX, sent part back via UPS and shared tracking number with GRP.
UPS shows it was received on Wed 12/19/18.
Policy says it would be refunded in 10-15 business days.
When timeline came and went tried both emailing company on status and using their online chat. No response was given via email and online chat went 30 min without response.
on 1/22/19 I went back to their website and under their "Support Tickets" a response from a Jonathan dated 1/15/19 said he was looking into itthis was not emailed to me so I'd know, but more importantly , there is still no refund and no direct communication on status.
Customer service through entire process has been less than auspicious!
Full Refund
We were waiting to receive the credit through the returns department. We refunded this customer on 2/11/19 and sincerely apologize for the delay.
(The consumer indicated he/she DID NOT accept the response from the business.)
Called my credit card company and checked paypal account on 2/12/19 and both indicated that a refund has still NOT been received.
IF a refund was issued on 1/28/19 where did it go?
Document Attached***
Paypal has released the funds and reversed payment back to the customer. I have attached the confirmation of the dispute outcome where the transaction was refunded. We no longer have access to these funds so the customer should contact their banking institution to resolve this matter.
GRP has not issued a refund for a product that I returned on 17 December 2018. Their stated policy is to issue refunds within 10-15 days.
I purchased a Frigidaire Part# XXXXXXXXX Ice Maker (OEM) on 08 December 2018 for $99.89. After receipt on 10 December 2018, I no longer needed the item and made arrangements by email with GRP to return the item. I sent the item on 14 December 2018 and GRP received the item on 17 December 2018 (confirmed by UPS receipt tracking #1Z31W2YXXXXXXXXXXX). GRP policy is to issue refunds within 15 days. However, it has been 30 days and they have still not issued a refund. I have contacted GRP multiple times by email and they have not yet issued the refund. The GRP original order number is XXXXXXX and the GRP incident number is XXXXX.
I would like to receive a full refund of $99.89
Customer was refunded on 1/28/19. We sincerely apologize for the inconvenience that was caused and the delay in the refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund was finally received after numerous emails sent to the business. GRP customer service always responded that they were looking into the issue and would follow up with me. However, they did not follow through on their commitments and only refunded the money after the Revdex.com complaint was issued.
Ordered oven parts defective. Requested replacement through their web site. No response.
I have a Kenmore Double Wall Oven Model # 790.XXXXXXXX. The display went off suddenly. My appliance repair man tole me to get 2 replacement parts to fix it. 1) Frigidaire Part # XXXXXXXXX Relay Board ($358.89) and 2) Frigidaire Part # XXXXXXXXX Control ($359.89).
I ordered with Genuine Replacement Parts on XX-XX-XXXX because they had those parts in stock. They came in after a week. After installation of those parts, result was negative. After a couple of weeks (because of holidays), I had Sloan Appliance Service here locally check on the parts. The verdict was that the Relay was getting correct voltage and all connections were good and tight and in the correct place, there was one flaw on that board. According to the schematic, one of the pins on the Relay's connector to the Display Control should be grounded. instead he found all the pins carried 12V, which prevented the circuit from completing and not sending any current to the Display Board.His recommendation: replace the Relay Board.
I went to GRP's web site and sent an email seeking a replacement of the Display Board on 1-11-19, and again on X-XX-XX since calling them only got an voice message urging me to go to their chat or email. Their Chat also directed me to their email.
Never got any response from them.
I'd like them to contact me right away and send me a good replacement of the Relay Board quickly, assuming that the Display Board is good since I have no way of testing it. And send me a Prepaid Postage RMA to return this defective Relay Board to them
I apologize about the defective part! In order to move forward with a replacement, we will need you to send a picture of the model and serial number from your appliance. This is a manufacturer requirement as we file the warranty claim with them on behalf of the customer. As soon as we receive your email, we can get you a replacement sent to you.
Please sent picture as JPG file to our support email: ***@genuinereplacementparts.com.
Reviewing your ticket, it looked like you weren't receiving our responses either so please check your spam folder just in case. We can also be reached at (XXX) XXX-XXXX Xam-4:30pm
(The consumer indicated he/she DID NOT accept the response from the business.)
The business requested certain information that I shall provide to them.
But the matter has NOT been settled.
I have attached the email showing that we sent a prepaid shipping label to the customer on 2/13/19. Please have the customer check their email again including their spam/junk folders just in case. If the customer still cannot find it, we can try to send another one.
(The consumer indicated he/she DID NOT accept the response from the business.)
I finally received the RMA sent by the business.
I sent the part out today.
Once I receive the refund from business, I will come back on this site and post a positive response.
Thanks.
Purchased a product from this company and the part was incorrect. I have been trying to contact them for an RMA # and no response.
Purchase Date: 11-15-2018
Problem Date: 11-28-2018
P.O. #XXXXXXX
Whirlpool Part #WXXXXXXXX Suspension Rod Kit(OEM)
Amount $45.89 + $6.99 shipping: Total $52.88
Received part and it was the incorrect. I have been sending emails since Nov 28, 2018 for an RMA# and no response of an RMA or anything at all from the GRP. I have also tried calling their phone # and all you get is a recording telling you to send an email or send email for RMA to ***@genparts.net
All I want is my money back from this company PERIOD!!!
I have never dealt with a company like this before. Not very good business practice on their part.
Seeking a refund of my money by this company. $45.89. I had a $6.99 shipping charge which I am sure is not refundable and shipping it back to them either. I still have their product awaiting an RMA to send this back for a refund. They specified that items cannot be returned without an RMA
Hello ***,
I just refunded your account now so depending on your banking institution you will see the funds back in your account in 3-5 business days. I sincerely apologize for the delay.
Wrong part received, No phone response, internet chat sporadic unclear, trying to get refund, no response.
Ordered dishwasher part on 1/1/19 for Kitchenaid but record part for Whirlpool. Trying to reach company via phone # on file and no response. Sent email, no response, tried the chat service with not solution only back and forth for additional information. ant to return the item but per the info on shipping slip, you have to call to get return info..still no answer.Amount paid Paid $60.89 ($48.89, shp -$6.99, Tax - $5.01).
This is a DIY project and need to know if the part is brand compatible, get a replace or a refund.
When a customer receives an incorrect part, we must follow certain protocols so that we can provide a replacement part as soon as possible. We ask for pictures of the incorrect part 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. Sometimes the customer will mistakenly order a part for the wrong model number which is not created to fit their appliance. Photo evidence is used to verify our mistake to authorize another shipment for accounting purposes.
Unfortunately, this process is needed to protect ourselves from fraud or scams carried out by customers that steal from companies.
I assure you that we try to make every effort to provide great service and remedy our mistakes. We strongly believe in honest business practices and excellent customer service. I sincerely apologize for the inconvenience this process has caused you.
In order to move forward in this process, we need two pictures to be emailed back to us. One picture of the part number that was sent (can be found either on the shipping box or the part itself) and a picture the sticker tag on your appliance showing the model and serial number. Once we receive these pictures and verify a wrong part was indeed shipped, we can approve a replacement part for you. Please sent these pictures as JPG files to our support email: ***@genuinereplacementparts.com.
Reviewing your ticket, it looked like you weren't receiving our responses either so please check your spam folder just in case. We can also be reached at (XXX) XXX-XXXX Xam-4:30pm
Initial Consumer Rebuttal /(2000, 7, 2019/01/23) */
I ordered and replacement part for my washing machine. Didn't need tried to return it and got the run around.
The part for my machine turns out I didn't need it. Went to return it under there 30 day return policy, I was getting the run around. They first asked me to send them a picture of my washing machine. I did. Then they tried to tell me I could not return it. Even thought it had been less then 30 days. I told them I would fill a complaint about this. The company finally send me the information on how and where to return the part and It would take 10 to 15 days to get my refund. They received the returned part on 12/21/2018. I have yet to receive my refund.
I would like a refund
Hello Jerrett,
Your refund was processed on 1/17/19. It does take 3-5 business days for the funds to show up in your account so you should have it by now.
I sincerely apologize for the delay.
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy that I received a refund. It is sad that in order for me to receive my refund I had to use the Revdex.com.