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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No problem with receiving the order, however make sure you check the return policy. I simply plugged in the oven Temp. Sensor to see if solved my problem (it didn't) but by doing so I nullified might right to return the product. What if the part I received was defective? I'll never know but I won't use this supplier again. Live and learn.
Thanks for writing. We regret the item you purchased did not fix your issue. When a customer plugs in the part, we will not accept the return of the part for any reason. These parts are not meant to be tested and returned if it does not fix your issue. Please contact a local professional for a proper diagnosis of your issue. All these parts are factory tested prior to shipping. Sensors are easily damaged by improper installation or testing; therefore, we cannot accept returns on these items unless they are new, unopened, and unsealed. If you plug in the part, this means you tried the part, and this constitutes as a used part and no longer returnable or able to be resold.
First off, ordering the part was very easy! It shipped and arrived quickly. The problem came when I realized the part was not needed and I wanted to return it. The part was still in the box and was unopened. The company responded to my email about returning it and asked me to send them tracking for shipping that I procured. Unfortunately I could not find shipping for less than $100. The part itself was $125. The company quickly responded to my email and offered to create a shipping label for $13 and deduct it from my refund. All of this was satisfactory to me.
I sent the product via FedEx, per their exact instructions to not alter the box in any way with shipping tape or marks. I wrapped it completely and included the RMA# on a post it inside the wrapping. The email instructed that it would be 10-15 business days for a refund. I waited until 15 business days had passed with no refund. At that point I emailed again and was told a refund would be issued after the warehouse confirmed the condition of the product. I was then refunded $100 and when I asked why it was not $125 minus the shipping of $13 I was told they charged me a restocking fee (which is clearly stated that they may charge up to 25%) which is at their discretion. I can't argue with that as it is clearly stated but I found it unnecessary.
All of that was incredibly frustrating, seeing as the product was in the exact condition they sent it to me in. There was no customer service department as far as I could tell and every email response I got was from a different employee, with no last name or contact information.
Overall, the product was fine but I cannot recommend based on the communication and organization issues I encountered. Make sure you need the part before you order because it's a headache to return.
Thank you for your concern. We regret your experience was a frustrating one. I can assure you that your situation was handled correctly, ad we regret we were tardy in refunding you sooner within the fifteen business days outlined. As for our restocking policy, most customers do not know that the warehouse personnel that inspect returned OEM parts are qualified professionals who must make a thorough inspection to every product. These individuals may process hundreds of returns on a daily basis individually, and they thoroughly inspect the integrity of a part before deeming items new and unused. Our restocking fee can be up to 25% of the part's cost; however, we only charged you a $5 restocking fee. With $10.08 Washington state sales tax and $6.99 shipping, your total for the part was $125.96. You asked for our help with shipping costs as the quotes you received on return shipping were around $50. We granted your request and deducted $13.39 from your refund for the cost of the return shipping label. We also charged a $5 restocking fee, which was less than 5% of the gasket's price. In the end, your refund was $100.58, which we believe is fair. We hope this may have cleared up any misunderstandings about your refund and look forward to your consideration for any of your appliance repair needs.
Very dishonest company. I ordered a gasket for a upright freezer and they sent me a flat metal part that I did not even know what is was. I contacted them and they said they would send me the gasket I ordered. They shipped a gasket that is for a side by side refrigerator that measures 20 inches wide. My freezer door is 32" wide. When I contacted them with pictures of the gasket as I held it up against the freezer door , pictures of the appliance tag inside showing the model number They insisted I was shipped the correct part.
WARNING: DO NOT DO BUSINESS WITH THIS COMPANY.
When you ask for a return ironically they say honestly is the best policy. REALLY
Read the reviews on Revdex.com, decided most looked like disgruntled customers, wrong parts actually ordered or order foul-ups - normal business complaints. Ordered a dishwasher replacement motor. GRP sent confirmation and then tracking. Also sent me an Email when UPS delayed delivery by one day. Received part packaged properly and when expected. Part was OEM, the correct part and in new condition. Installed and happy. I would do business with GRP again.
We appreciate your review and look forward to serving you again!
I ordered a part for my oven. After 10 days, I emailed to find out where it was. They demanded another $20 for shipping. They claimed they had emailed but no email in inbox or spam box. At no time did they attempt to reach me. I have no idea if I will ever get my money back from them. I am not holding my breath. DO NOT TRUST this company.
Thank you for writing us about your concern. I have thoroughly looked into this matter personally and learned that we did indeed email you on 2020-07-14 16:13:38 CST regarding the overage in shipping at your ***@me.com. Your order was placed on 2020-07-12 18:40:38; this communication was also a timely one. We are also concerned that you felt we "demanded" the $20 for oversized shipping. We find that all of our customer service representatives exercise a strength in treating our clientele with courtesy and respect, and we pride ourselves in teaching our employees to never demand things from our customers. In fact, you will find that we even gave you the option to cancel in our email to you: "Your order contains and oversized item and the shipping and handling costs have increased by $20. Please authorize the additional cost of of shipping in order to dispatch this package to you as soon as possible. Should you decide that you want to cancel the order, please also let us know so that we may refund you." As you chose to be refunded, we refunded you $65.53 in full to your PayPal account on 2020-07-27 09:57:27.
After 10+ days of not receiving my item, I searched through my inbox, trash and junk folders. I then reached out to inquire about my product. Their web "order" page indicated that my product was to be delivered 07/15/2020 yet under status it said "processing." I had to request an update from the company on the status of my order. They insisted that they sent me an email and that if I wanted my product, I would need to pay an additional $20 in shipping. Their customer service was at no time courteous. I did not receive their email from 2020-07-14. They simply said we sent you an email that you never responded to. This is not customer service. This is not courtesy, this is not ethically ok. They could have followed up with a telephone call as they had an open order that "needed updating." So almost 2 weeks after the order was placed and they claimed they sent me an email about higher shipping rates, that email was not resolved and no other attempt was made to resolve the order status. They just held onto my money, asked for 1/3 more money and claim they acting above board.
I did not have that same luck *** had. I was giving a 2 day deliver and I needed it asap. After the 2 day window I made several attempts to call and email to get the tracking number, never got any what so ever response. Ordered from another company they got it to me next day. I told GRP to cancel my order via their email address again no response. Ten days after I ordered the part GRP showed up. Again sent several emails and phone calls asking for the return address and RMA number.NO RESPONSE. I still have my sting of emails per the instructions straight form the website as follows:
"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( cant put their email in here for user agreements) 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."
Thank you for reaching out. We think you might have been receiving our emails as spam. We do indeed see your emails from June 10, 11, 12, 17, and 24, as well as July 8 and 13. We tried reaching out to you by phone; however, the number you provided (XXX) XXX-XXXX has been disconnected. Please let me know how to reach out to you so that we may rectify this as soon as possible. My email address is ***@genparts.net.
I never received the parts that I paid for and all I want is my money refunded, very hard to contact any customer service and little to no response .
The payment made was 38.04, paid with my debit card. The order was placed on June 29th and was never received. Several attempts were made to contact Customer Service and I get generic responses with no attempt to refund my paymeny
I would like my 38.04 refunded due to never receiving the order
Just letting you know that Genuine Replacement Parts has sent me the parts that I purchased and did not return my payment as requested, however, I am satisfied that they have at least finally sent the purchased items to me. Thank you for your assistance in this matter.
I Have emailed the Genuine Replacements parts 3 times with no responce
the part they sent me was not the right one. fore my Samsung refrigerator the one I need.is smgref4287hars /xaa. the one they shipped to me was daXXXXXXXn it was 4 inches wide. the one fore my refrigerator is 3 inches
I returned, the part on July 3 20 Just want my refund
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Thanks for writing. I investigated our records in relation to your complaint. I learned that on December 20, 2019 you ordered DAXX-XXXXXN and the part was returned to sender. We refunded you in full. There are notes in our system reading that you called us on 2020-06-09 14:40:25 asking for the part number on your last order to place an identical order. It was recorded that we gave you that exact part number: DAXX-XXXXXN. Whether or not that part is compatible with your appliance was not brought up to us in your request. Furthermore, the number you have provided *** is not a valid part number nor model number. Could it be that you are referencing *** This is a model number (not a part number); in effect, we do not know how to begin helping you unless you can confirm your appliance's model number or the correct part you need. I have reached out to you by phone and left you a voice mail. Please let us know when you might be available.
(The consumer indicated he/she ACCEPTED the response from the business.)
I never received a shipping notice or tracking number. After 2 weeks I contacted GPR and was told my order had been shipped and signed for. However, it went to the wrong address 1500 miles away. GO FIGURE .... I was told the next day that my order would ship it a day or two and I would receive a tracking number when it did. Once again nothing ... When I again contacted GPR I was told they would re-enter my order and again I would be notified when it shipped .... After 3 days, I again contacted GPR .... Several hours later I finally received a tracking number ... but my order had just been delivered .... They didn't have a clue as to what they were doing. NEVER AGAIN will I work with Genuine Replacement Parts ...
Thank you for reaching out and bringing this to our attention. I enjoyed our conversation today learning more about what happened and did not happen. As discussed, you are correct: I do feel that we could have been more responsive and efficient with your order. Moreover, although untimely, we were also pleased to learn that you received your part. We will use this opportunity as an example on how to train our representatives on how to be more efficient when serving our customers.
Absolutely terrible refund policy. Makes customer responsible for all shipping costs (original and return costs), re-stocking fees.
Terrible return policy. This place is a complete scam when it comes to return policies. Company makes the customer responsible for all shipping costs (including their original shipping and return shipping), restocking fees etc. etc. I actually ended up losing more money by returning the item, which they can actually re-sell for the same price, as opposed to just keeping it. They don't care about the customer service. It is not one of their priorities. I ordered the wrong part by mistake, so I requested a refund. They stated they would withhold the original shipping cost, $7.52 from my refund plus I would be responsible for return shipping which ended up being $33.20 (almost the cost of the part itself!)!. I got an email saying they would only refund $35.16 out $47.68 ($37.89 - cost of part, $7.52 - shipping, $2.27 - VA sales taxes), so even if I take out the shipping cost of $7.52, I should be getting $37.43 back which I am not; they charging me for something else; re-stocking fee or something like that. COMPLETE SCAM. They can re-sell the returned brand new part for the same price and they are willing to rip off the customers for pennies. As stated above, I actually lost more money by returning the part which they can re-sell and make money. Absolutely disrespectful and unacceptable practices toward the customers. Invoice is attached.
I would like to get a full refund in the amount of $47.68 plus the difference of what it cost me to ship the item back to them ($33.20) and what it would cost them to have the item shipped back. I am willing to be partially responsible for the return shipping costs as I made an error ordering the wrong part even though it would probably cost them under $10 to provide me a shipping label for return. I had to pay over $33.20 out of my pocket. Good companies don't practice that kind of scam and typically cover all shipping costs.
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Thank you for reaching out. It disheartens us to learn that you hold such a low opinion of our company, especially since there has been full transparency in our communications between you and our support team. After a thorough review of your order and our communications, you were indeed treated very fairly by our customer service team as well as the policy. We even gave you an estimate for your refund amount when we responded to your request to reconfirm the terms of your return yesterday, July 20. We are furthermore puzzled at the nature of your complaint as you exercised your ability to return the item at your own will, equipped with specific elements of what to expect. In other words, our representatives were straightforward in advising you that we would not pay for shipping or return shipping and that there may be a restocking fee. We cannot issue shipping labels to customers who have received exactly what they ordered. We realize that sometimes customers may order an incorrect part, despite our belief that GRP makes the ordering process very simple and accessible for customers to purchase what they need; in fact, we are very happy to accept returns. Still, we can not issue you a refund at this time as all returned parts undergo an inspection before they are sold to affirm their integrity as new and uninstalled parts. This is just one purpose for our restocking fee, as some parts may require scrutinous and trained inspections before being sold again. More on our return policy can be found here: https://www.genuinereplacementparts.com/policies.php?return_policies
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is trying to justify company's return policy which is one-sided and only benefits the company.
This is the company's return policy on restocking fees: "We sometimes will charge a full re-stock fee for customers who lie to us, change their story repeatedy, and generally cause us a bunch of extra work to figure out whats really going on, and for customers who are just otherwise distruthful and/or disrepectful. Other reasons we MAY charge a restock fee is when customers are aggressive, harrass and/or call us repeatedly or excessively, or try to yell at us until we do what they want. Generally, we reserve the right to charge a restock fee for any reason stated above, or any reason not stated above". In other words, if you complain - your refund will be denied, if you try to prove your point - your refund will be denied. Do not bother calling, complaining and trying to prove your point; your refund will be denied; GRP don't have time for customers and don't want to be bothered. GRP is always right, customer is always wrong. What a great service. I guess my refund may be denied as well for raising my opinion about your policy.
Thanks for writing back. Like I mentioned before, throughout the return process, you have been treated fairly and with respect. I would also like to reiterate that our return policy requires a return to go through an inspections process before a credit is issued. Your return was received yesterday, and it will undergo a fair inspection. The excerpt you provided from our policy omitted the first sentences of the paragraph you decided to cite, which are the most generous: "A re-stocking fee of 25% MAY be charged (usually is not). Please remember that honesty is the fastest and best policy, and we are people too!" On July 20, in response to your request, we estimated your refund to be $35.16. The cost of your item was $40.16, including tax but not including shipping. This means that we would be withholding a $5 restocking fee, not a 25% restocking fee, which would be $10.04. As for your interpretation and opinion about our company and its return policy, we encourage you to read the verbiage again, as we never deny customers their right to a refund based on their character.
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response neither explains your policy questionable verbiage not it changes the fact that it is unethical towards the customer. I fell into your trap by not reading your return policy because I did not expect to pay a ton of fees associated with returns, otherwise I would have never bought from you. So if you are practicing such return policy, you should probably clearly state so on your website home page and not hide it somewhere else.
I ordered a part from GRP . I needed the part ASAP and cancelled my order because it was taking too long to arrive. The GRP customer service team processed my order cancellation request within 24hrs, including refunding my payment. This process was top notch. No back and forth
Issues with shipping, damaged goods, etc happen at every company. How a company responded to issues is the most consistent way to be satisfied with a transaction. The way that GRP handled my cancellation clearly demonstrates that the company is more focused on building long term customer relations rather than fight over one sale. They will be my first stop for any parts that I need moving forward. A+
We appreciate your review and are devoted to strong customer service.
Wrong part received, sent it back, never issued a refund.
on 6/15/20 I placed an order for a whirlpool led light for my fridge and entered exact model and part #. I received the wrong part teh very next day. I attempted to call, email and chat online. Every method of contacting the business was invalid. They sent me an email to advice the part was received, I responded by advising it was the wrong part and I had returned it via ups since I was unable to contact the business. They requested photos and claimed they would complete a warranty claim. They then claimed I sent the product to the wrong address, as they do not provide the correct address on the box. I gave the tracking number and they claimed it would take and additional time and money before they could process my refund. I still do not have my $83.88 over a month later.
I would like my $83.88 returned and the ability to leave an honest review of this company online
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Thanks for writing. I looked into the activity of this issue and was pleased to learn that we were able to come to a resolution. We realize there was a misunderstanding with which address your return ought to have been sent to. We were successfully able to retrieve your return from the Portland warehouse rather than Indianapolis, and issued you a refund for the item on July 21.
Thank you. I received a partial refund from the company shortly after contacting you.
The part was very easy to find and order and received confirmation almost immediately with estimated delivery. The delivery was on time and installed minutes later. The dryer is operating perfectly again. Problem solved in two days for 15 bucks...couldn't be happier.
We appreciate your review and are devoted to serving our customers with positive and memorable experiences. Thank you kindly for the feedback!
I highly discourage anyone from using this site. I ordered a *** Heater Duct on 7/10/20 to arrive on 7/14/20. It still hadn't been received on 7/18/20 nor had any communication been established from GRP regarding the status. On 7/18 I submitted an email status request and all I got back was an unprofessional response from someone named *** that said, "We regret there was an inventory discrepancy in relation to your order. Per our policy on price changes: "All prices on this web site are subject to change without notice. Whilst we make every effort to provide you the most accurate, up-to-date information, occasionally, one or more items on our web site may be mis-priced. In the event a product is listed at an incorrect price due to typographical, photographic, or technical error or error in pricing information received from our suppliers, GenuineReplacementParts shall have the right to refuse or cancel any orders placed for product listed at the incorrect price." What horrible customer service and a total lack of professionalism. If a company cancels an order the least they should do is proactively notify the customer that it was canceled and why. I will never use this company again!
Thank you for bringing this to our attention. We agree. Routinely, when we cancel an order, we follow the action by confirming that cancelation with the customer. We apologize that our representative did not convey that following the cancellation. We will discuss this with our team.
The company advertised a replacement part as in stock and available at a specified price. The did not honor their own price.
The company advertised a replacement part as in stock and available for 2-day FedEx shipment at a specified price of $41.89.
I ordered the part, and received confirmation of the order. My invoice # is XXXXXXX confirmation is dated Jul. 11, 2020.
On July 15, while awaiting the part's arrival via "2-day shipment," I received a notice that my order had been canceled by the company "due to an inventory discrepancy." The email stated that a "refund has been processed and may take your bank 3-5 days to issue."
Further, the email stated that "the part should be available for reorder within 24 hours."
I believed that this issue was likely that the part was briefly out of stock or delayed. But I checked the website to check on availability. Imagine my surprise when I saw that it was listed as in stock, and available, at a new price of $137.89.
I addressed this issue with customer service, via email, on July 15. I requested that the company honor its original advertised price. I was told that my matter would be sent to the "escalation team" and was given a phone number to follow up.
When I phoned, my call was answered on what appeared to be a general customer service line. I advised that I was seeking the escalation team, and provided my original invoice number as requested (not the assigned case number). I was placed on hold, then the same person came back and advised that no further action would be taken.
I again requested that as a matter of good customer service and transparency that the company honor their original purchase terms - as is routinely done when a pricing error has occurred. (Most establishments honor the price for transactions in process, then correct the error for future customers). The customer service confirmed that "a mistake" had occurred in their pricing (not with their inventory), but refused to honor the original price or to even provide a discount on purchase at the new price based upon delay and inconvenience.
I am now starting over 5 days later, searching for a replacement part. This delay has caused significant inconvenience.
My preference would be for the company to provide the part in question at the original price.
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Thank you for expressing your concern. We do not like when our customers' orders must be canceled, and we are sorry it happened to you. Like many inventory systems, ours is not flawless. We are constantly updating part quantities and prices which are bound to one another and fluctuate often. Per our webpage's pricing disclaimer: All prices on this web site are subject to change without notice. Whilst we make every effort to provide you the most accurate, up-to-date information, occasionally, one or more items on our web site may be mis-priced. In the event a product is listed at an incorrect price due to typographical, photographic, or technical error or error in pricing information received from our suppliers, GenuineReplacementParts shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. If an items correct price is lower than our stated price, we will charge the lower amount and ship you the item. If an items correct price is higher than our stated price, we will cancel your order and notify you of the price error and order cancellation. You will, of course, have an opportunity to purchase the item at the correct price, if you so wish. More information can be found here: https://www.genuinereplacementparts.com/policies.php?return_policies
(The consumer indicated he/she DID NOT accept the response from the business.)
The "pricing disclaimer" does not appear anywhere in the online ordering process. There is no pricing disclaimer on the product detail, in the cart, or in the checkout process (though there is a pop-up warning you about your ability to return an incorrect part after you open it). The website has 5 links at the bottom: (1) About Us; (2) Privacy Policy; (3) Conditions of Use; (4) Returns Policy; and (5) Reviews. None of those links leads you to the referenced price disclaimer which is actually buried under a "shipping policy" link. If the company wants to say it provides customers with a pricing disclaimer, it should actually do transparently, as part of the ordering process.
Thank you for reaching out again. It is regrettable to learn more about the inconvenience your cancelled order has caused. Although we can understand your frustration, we do believe that our policy is in fact transparent under the Shipping Policies tab, and that because occurrences like these happen so infrequently, we do not find it necessary to include our position on incorrectly priced items as a pop-up or disclaimer when customers finalize a purchase. The information is readily accessible. We notified you of your order cancellation after two business days following your purchase date and refunded you in full. With 6,813,052 parts in our database, we realize there is plenty of room for error, which is why the disclaimer does exist; moreover, we cannot honor the sale of the part you purchased, especially with the stark difference in price due to error.
(The consumer indicated he/she DID NOT accept the response from the business.)
Transparent policies are crucial - it is clear from your site design that you do not make your pricing policy easy to find. Pricing and shipping are not the same. In addition, even your shipping policy is less visible than your other policies because it is not noted in the bottom links. You have to follow those links, then check a side menu to find this information.
Also, you canceled this order for an "inventory error" and not a "pricing error" and stated that the part should be back in stock within 24 hours. The language used in your email is misleading - it implies that the part was out of stock for some reason, and not that you were simply negligent in your pricing and advertising and that you want to take advantage of a higher price than you originally set and advertised.
While you might feel that you were "unable" to honor the price that you set and you advertised, the fact of the matter is that with thousands of parts in your catalog, you should be able to make up the lost profit on one part especially since this is an "infrequent" error that was the result of your own actions. (Though the very existence of your pricing policy makes the claim of infrequency a bit suspect.)
Finally, even if you were legitimately unable to honor the price that your offered for some reason, you could always offer a reasonable discount to customers affected by a pricing error. Your customer service team was unwilling to take any steps at all in that regard.
I bought a replacement ice maker. When it arrived it was the wrong part. I contacted GRP for a refund. They asked for a photos of the part and the Make and Model sticker on the appliance. I sent the information. It took some time due to Covid-19 restrictions and some miscommunication. The refund was eventually denied. The excuses offered were that I ordered the wrong part originally and took too long returning. Seems like 'isn't able to' means 'someone doesn't want to' in this case. Every time I contact your company it's just another reason why my case doesn't yet warrant a refund. It's just indecent. GRP stonewalled, that accounts for the length of time it took. And, perhaps I did order the wrong part. That's beside the point. If GRP can't afford to exchange a part or refund a mistake, then they cannot afford to be in good business. I strongly encourage you to seek parts elsewhere.
We regret you are dissatisfied with the outcome of your request coupled with the hardships you experienced during the pandemic; however, the part in question was purchased in December 2019 and first brought to our attention in February 2020, well before the greater effects of COVID-19 in the US. You replied to our request for a photo of your appliance's model number in February 2020 five months later in July 2020. It was only then you that informed us about your hardships, and having learned your model number, we realized you ordered a part that was incompatible. We find that our returns policy is a fair one, and customers who have conveyed hardship in the past have been treated with empathy and respect; nevertheless, since you brought this to our attention in July 2020, eight months after the purchase of your part, it is impossible for us to honor this return. Per our return policy: "You have 60 calendar days to return an item from the date you received it."
I'm sorry, but this is not accurate. GRP's response (a) misstates certain facts and (b) misses the claim that I'm making.
Regarding (a):
I received the part in December. True. I reported that it was the wrong part February 4th. Also true. GRP asked for a series of photographs a day later, February 5th. I responded March 3rd, *not July*, with the photos that I thought I GRP was asking for.
GRP's return policy only allows 60 days for individuals to return a part. Unfortunately, that policy does not allow for any unforeseen thing to occur between the date of purchase and attempts to use the product for its intended use. I didn't report hardships at the time because I wasn't asked. By July, I thought that I should mention why it had taken me so long to respond to the March email.
I needed the ice maker to replace one that quit working. I thought I had a lot of time to replace the part, so I attended to more pressing matters. Given serious family and professional issues, I was unable to try the replacement until mid-January. At that point I discovered that the part was not going to work. Those same issues persisted making it difficult for me to find time to track down the steps I would need to take in order to return the part. Finally, in early February I was able to do so and gave it a go. GRP responded asking for pictures. I thought that was odd--seems to assume that the customer is not to be trusted or seems unnecessarily greedy. Still, I thought I would try to get the pictures.
The next issue, dumping enough data from a phone to take the pictures requested. I sent them. They didn't include one that was requested. GRP helpfully cited which picture I was missing. So, again, the ball was in my court. Back to dumping data.
As I began that process, the same familial and professional issues continued as Covid-19 hit as did a new issue--my younger brother, age 38, was diagnosed with 4th stage appendiceal cancer after being admitted to the hospital with a related, ruptured small intestine. The only individuals available to care for him were my parents. So, I took a chance and headed to Texas to help. I spent over a month and a half caring for him and them while attempting to deal with the same familial and professional issues as well as work from there place.
I returned around the end of May. Familial and professional issues continued as did trouble with Covid-19 as did my brothers struggle with cancer. Also, I lost two of my four jobs by that point. By then, as you can imagine, replacing the ice maker and the ordeal of returning it had slipped my mind. When I finally remembered, feeling embarrassed, I sent the picture requested.
The reimbursement was denied. I was told that it was denied because I had inserted the part, used it, and GRP couldn't be sure if I had broken it during the short time that it was in use. I corrected that assumption pointing to the original email that I sent--I never inserted the part because it didn't have the requisite fittings. Then GRP changed course and simply stated that whatever the reason they would be unable to reimburse my purchase.
Regarding (b):
It's disappointing. Buyers should be aware. For one, your company changed the reason that they wouldn't be able to reimburse me. For another, GRP didn't just let me return the part when I originally emailed. Instead, you instantly looked for a reason not to reimburse me. The photos were meant to confirm that I had ordered the wrong part. I'm guessing that that would give GRP an excuse not to reimburse me. That's ridiculous and that is want my complaint is.
GRP should have reimbursed me without question. If upon receiving the returned part GRP has some reason to doubt that I sent them the part that I purchased, GRP should ask me for some explanation at that point.
Perhaps GRP's 60-day policy makes sense, but that's beside the point. I wasn't trusted as a customer over less than $100. If people are purchasing items from GRP, they should be aware that they do not trust their customers or that they money grub over < $100.
Genuine Replacement Parts customer support is awesome! It's nice to know that GRP cares about it's customers, I purchased a Bosch Dishwasher Dispenser part # 12008380 on May 20,2020, part arrived very fast,I installed the Dispenser, Dishwasher worked perfectly , then on July 3,2020 for some odd reason the same error code E-19 popped up, so I contacted Bosch to see if there was maybe an updated version of the dispenser or recall, not one, so after talking to Bosch, the code was for bad dispenser, so after trying the chat line with GRP , it was down ,so I left a message with customer support and what had happened, but in the mean time I went ahead and ordered a Dispenser mod# 12008380 from Bosch, then the next day I get email from GRP customer support, Kristen, asked for pics of dispenser along with mod# of dishwasher and dispenser close up with mod# , sent as asked, got another email saying she was going to turn it over to warranty dept, I told her I fully understand that I was past the return policy date and if nothing could be done I'd fully understand, Long story short another customer rep Diana emailed me and let me know that she would send another dispenser at no charge or since I already purchased one from Bosch, she would issue me a refund, Now that's customer support to the fullest , I got my refund directly in my acct asap today, even though I purchased another Bosch Dispenser from Bosch, GRP still took care of me,, GRP has made a customer for life with me, any company that will go beyond what they have done,will get my business in the future.. Oh and heads up, if you purchase a replacement part from Bosch,you're not a service tech, they will not warranty any part you purchase from them,So goes to show GRP will take care of a customer with warranty, even when Bosch won't.. Always keep that in mind. Again Thank you customer support for the wonderful service..
Respectfully,
James D
I purchased a part on line.
They delivered the wrong item.
I sent picture and proof that it is the wrong item and they refused to exchange or refund.
Purchased 6/29/20
Refund request 7/6/20
Invoice XXXXXXX
Whirlpool WXXXXXXXX
Mastercard
*** is the rep
Amount $65.04
Refund of full amount
Contact Name and Title: *** E., CSM
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@genparts.net
Thanks for writing. I tried reaching out to you by phone, but you did not answer and there was no voicemail option. I can understand why you are frustrated; however, due to the lack of information, it is crucial for us to identify if we sent you the wrong part or if you ordered the wrong part. The easiest way to do this is by cross-referencing the part on your invoice to the model number you purchased the part for. As you have indicated you cannot provide a picture of your appliance's model number, we have no evidence that we sent the wrong item, as the part you received shares the same part number as the one on your invoice, WXXXXXXXX. We can indeed issue an RMA for what we call a 'simple return,' but the shipping costs will not be refunded and we charge a restocking fee. I wish we could write you in more detail in support of this part and assist you in locating the correct part, but due to the lack of information, that is not possible.
More on our return policy can be found here: https://www.genuinereplacementparts.com/policies.php?return_policies
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello
On your website the Model #, WXXXXXXXX, does not give the dimensions of the part.
On other websites, the width of the part is given at 27" which is what I need. I sent a picture to your company documenting this. The part you sent is 30" wide.
I am asking for a refund without restocking fees or a exchange for the proper part. There should be no charge to me for shipment.
On your invoice it mentions nothing about having to document which product I currently own to purchase a part for that product.
I will continue to pursue and document with the Revdex.com in Florida this and all future correspondence.
Thank you for writing back. As I mentioned in my previous email to you, we usually use a customer's model number as a reference to make sure we don't send the wrong part out again to you as a replacement, especially if we did indeed send the wrong part; however, it certainly does not speed up the process as I now must have our inventory team inspect the parts. There is no way I can justifiably deem this part the wrong size based on solely a .jpg image from a competitor's website like you have suggested.
I'm having someone check stock at the warehouse to learn if other WXXXXXXXXs are 27" or 30". The result of this will save us both further frustration and time as I would not like the part you received to be sent again. I'll be in touch once I learn more.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am accepting the offer to be done with this.
I order on line two to three times a day from various companies with transactions that range from a few dollars to several thousand dollars.
This is the worst experience that I have had.
Instead of admitting that they sent the wrong part (in the end they did) they tried to enter into a prolonged negotiation.
I still haver to pay shipping costs to send back.
Done.
I have ordered a couple parts for a freezer for the home I just moved into on the 25th of June. Paid the required fee for 2 day shipping. It's now July 2nd, still no parts, no emailed receipt, no indication of transaction from GRP except the charge to my account and no response. I'm beginning to think I've been scammed. Be careful with this company. I'm hopeful my parts are just late but after digging into other reviews here, I fear I may be screwed.
Incorrectly supplied product not matching ordered part or substitution part number.
I wish I would have gone to the Revdex.com before buying here. Every word of the complaint that the Revdex.com sent in its letter to the business is still accurate 2 years later.
This complaint refers to order #XXXXXXX for whirlpool part number wXXXXXXXX. It is a water tube that supplies water to the ice maker on a refrigerator.
I had done some research online prior to ordering this part and found that whirlpool started making a substitute part number #WPW10238092 (which eliminated the elbow that blew apart on my fridge, must have been a common problem).
I found that this business was supplying part number wXXXXXXXX for around $10 cheaper than what I could find part WPWXXXXXXXX. So I figured for that price difference I'd take either the old part as advertised (wXXXXXXXX) or the substitute part WPWXXXXXXXX. The website seemed legit, it had 3 ways to contact customer service in event of a problem and had quick shipping.
Only then did the fun begin.
I was sitting in my living room when I hear a CLUNK and a doorbell ring. I go out to my porch and find a monstrosity of a device with a crank. Note that this part was not shipped in a box, it was just poorly wrapped in bubble wrap with the shipping label stapled in cardboard hanging around the middle. This parts shipping label said it was the substitute part, part WPWXXXXXXXX, but it was clearly NOT a water tube.
I carefully peeled away part of the bubble wrap that looked like it had a part number on it and found it was labeled as "southern motion" and part number "SMXXXXXXXXXXXX". A quick google search found that southern motion is a furniture manufacturer, which is a far cry from a refrigerator.
So I think "OK mistakes happen, I'll just go on the convenient live chat option and get this sorted out". So I click on the live chat button at about 12:00 noon CST and it says "live chat offline, we are normally here 9am -4pm CST". Last time I checked 12 noon is between 9 and 4. I tried to access the live chat feature many times over the course of this event and never had success reaching anyone live.
So I thought "I'll just call them". 45 minutes later on hold listening to the voice say "you can reach us by email at ***@genparts.net", I hung up and emailed them. Little did I know that despite the voice saying this email address, it was not the correct email address. The correct email address is ***@genuinereplacementparts.com. I don't think I would have figured this out if they hadn't sent an email telling me they shipped the part, so I guess kudos for that?
They asked for pictures of the part I received and I sent them pictures clearly showing that even though their shipping label says they sent part number WPWXXXXXXXX that what was actually in the bubble wrap was the southern motion furniture part.
At first, it seemed like the process was working (even though their operations apparently only call for emails to be responded to once a day between 11pm and midnight, which really made for a drawn out discussion), Eric asked if I would like a refund or replacement. Still thinking "accidents happen", I said go ahead and send a replacement. Then I get an email saying "We have determined upon discussion with the manufacturer that you were shipped a substitute part". No, I would have been fine had it been the correct substitute part but the issue was it wasn't. I don't know on what planet a part for a piece of furniture serves as a water tube for a fridge.
After this I was frustrated and bought the part from a different supplier and emailed them a picture showing them they sent the wrong part. They said they are following up with their warehouse and I gave them a deadline of today before filing the complaint. It has been nearly a week, if it takes that long to communicate with their warehouse, they have serious issues. I want a refund ASAP. No business should be allowed to operate this way.
Originally I would have settled for the correct replacement part but since they did not believe that I was shipped the totally incorrect part, I needed to buy the part elsewhere to prove to them it was the incorrect part. The attached picture shows this. I want a full refund ASAP.
Refund received on 7/1. Complaint can be closed.