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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The part (oven igniter) was exactly what I was looking for. I like that the website makes you verify the model number of the oven again prior to purchasing the part. This makes you feel confident that you're buying the correct part. Additionally, the picture of the part and the electrical connector [on the website] were spot on. Anyhow, GPR's website was easy to use, price was reasonable, and shipping was fast for the price. GPR is now in my favorites for future online orders for my appliances.
Thank you so much for the feedback! We are so happy you had a great experience. Our team is dedicated to providing excellent service and providing Genuine parts to fit your needs. Please feel free to reach out if we can ever be of assistance in the future.
No refund return new product
Return merchandise to company after receiving 7 days prior. The merchandise is new and unused and return pay by my own money to ship it. I contact to company several time requesting refund for my 85 years old mother-in-law.
The original box was water damage, so return in a new box via post office. Company refused to issue refund because it was not in original box, but I explain what happen to the box and return it in new box without using the product still new.
The company fraudulent misrepresent their return policy and use of bullying and intimidating to their customer. I am trying to resolve this issue for my 85 mother in law freezer gasket.
I believe the company is using bait and switch on their customer by stating one thing and not abide to their own return policy. After further research, I see this has happen to other customers. I believe the customer forgets it and no attention was look into the company.
Can you help my 85 years old mother in law getting the refund?
Thank you
Full refund $163.35
There is no bait and switch or misrepresentation here. Our return policy clearly states that the part must be returned in sellable condition and in the manufacturer box. The customer haphazardly stuffed the part into their own box and sent it back. The part can no longer be used and has to discarded. We are not able to offer a refund on this.
Had the customer reached out and explained that the original box had been damaged, we could have tried to make other arrangements for them to properly return the order.
(The consumer indicated he/she DID NOT accept the response from the business.)
Here are 100 cases against the company from the Revdex.com with current open case on the company with the same complaint about refund.
Here is the link
https://www.Revdex.com.org/us/fl/mary-esther/profile/online-shopping/genuine-replacement-parts-XXXX-XXXXXXXX/complaints
This is not their first time having issues with customer and their refund.
I have file a formal complaint to the State Attorney as well as FTC.
I would like a full refund.
We can not be responsible for your failure to read and understand our return policies and procedures. They are available on our website and we sent you very clear instructions before returning the part. Had we been contacted we could have tried to help you return it correctly or we could have saved you the trouble of paying for a return.
We submitted a second request to review this to the warranty department, and it was denied.
We can not offer a refund for this order.
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated, the business is not be trusted a has been reported to State Attorney for review of their shady practice.
Provided below is the open case currently with the Revdex.com in Panhandle.
Revdex.com should revoke their license with Revdex.com since this is happening to often.
Complaint Type: Problems with Product/Service
Status: Answered
03/20/2020
"Genuine" Replacement parts send me the wrong part to my fridge and will not refund me shipping. I paid it both ways and would like my money back My fridge stopped working and I had an appliance person find me this part and I ordered it. I have a Kenmore and they sent me an LG part. Well the wrong part came in and he could not do anything with it so I had to send it back but now they do not want to provide a label even though their "policy" states that they will provide one if they mess it up. I paid $7 for it to come to me and have to pay $20 to go back. I've spoken to ***, *** And one more other person but they do not seem to comprehend and are giving me the run around. They do not want to provide a label since they're saying that I made the mistake
Desired Outcome
Full refund with a shipping label
Complaint Type: Problems with Product/Service
Status: Answered
03/20/2020
"Genuine" Replacement parts send me the wrong part to my fridge and will not refund me shipping. I paid it both ways and would like my money back My fridge stopped working and I had an appliance person find me this part and I ordered it. I have a Kenmore and they sent me an LG part. Well the wrong part came in and he could not do anything with it so I had to send it back but now they do not want to provide a label even though their "policy" states that they will provide one if they mess it up. I paid $7 for it to come to me and have to pay $20 to go back. I've spoken to ***, *** And one more other person but they do not seem to comprehend and are giving me the run around. They do not want to provide a label since they're saying that I made the mistake
Desired Outcome
Full refund with a shipping label
Prompt customer service! They reach out as soon as my email has been sent! A great business!
Thank you so much for the feedback! We are so happy you had a great experience. Our team is dedicated to providing excellent service and providing Genuine parts to fit your needs. Please feel free to reach out if we can ever be of assistance in the future.
Excellent service by responding to questions promptly. The price was better than some non-genuine parts and we got fast shipping as promised. Part was spot on genuine matching the original and works great. Will use them again for sure.
Thank you so much for the feedback! We are so happy you had a great experience. Our team is dedicated to providing excellent service and providing Genuine parts to fit your needs. Please feel free to reach out if we can ever be of assistance in the future.
Wonderful!! Extremely fast shipping, spot on part!!! Saved me a ton of money!!! Thank you!!!
Thank you so much for the feedback! We are so happy you had a great experience. Our team is dedicated to providing excellent service and providing Genuine parts to fit your needs. Please feel free to reach out if we can ever be of assistance in the future.
I was told I was not entitled to a refund of my purchase because I wrote on the box it was returned in.
On February 27, 2020, I ordered a Maytag MHW6000XG0 Electronic Control Board from Genuine Replacement Parts in Mary Esther, Florida for $241.63. I received the item on or about March 1, 2020. I quickly determined I could not use the part, wrapped it back in the packaging and returned it to Genuine Replacement Parts at the Mary Esther location on or about March 2, 2020. I crossed off the bar codes on the box and wrote their address on it for return purposes. On March 11, 2020, I received an email from GRP is Indianpolis, IN with instructions on how to return the part. The instructions stated the product should be returned to an address in Indianapolis and also stated that I should not write on the box. When I replied that I returned the box on or about March 2, 2020 to the Mary Esther location because I did not get their email before doing so, I received an email on March 12, 2020, stating that my refund would be delayed because I sent it to the wrong place. On Friday, March 20, 2020, I received another email stating that I am not entitled to a refund because I wrote on the box it was returned in. I replied stating that had I received instructions earlier, or even told I would be receiving instructions, I would have followed them and that I believed I was entitled to a refund under the circumstances. They replied that was their policy and I should feel free to file a small claims suit. I feel that since I returned the product and their instructions arrived too late for me to follow their procedure, I should receive a refund of my purchase. They should not be entitled to keep the $241 I paid them when I promptly returned the product to the location I purchased it from.
I am seeking a refund of $234.64, the amount paid less the shipping charge. I believe their return policy and their attitude toward resolving the issue constitutes extremely shady business practices. I will warn my business contacts of their practices.
The customer never reached out to us prior to sending his part back. Once the part was received at our corporate address, we had to request the RMA instructions from the warehouse so we could send it back to the right place. The return instructions do state not to write on the package. The customer did not see this because he did not follow the proper procedures to return his part. We do not know to send instructions if the customer never tells us they need to return their order.
Below is the first paragraph of our return policy that is posted on our website ;
"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."
I have attached pictures of the return that was drawn on.
A refund will not be issued for this order.
We are contacting the warehouse to see if the part is still available for return to the customer. The customer should receive an email within the next 48 hours for return confirmation. It will be the customers responsibility to pay shipping fees for the part to be sent back to them.
I never received a copy of their return policy. I received an email with instructions over a week after I returned the package. I am not understanding why they can't put the item in a new box since I wrote their address on the old one when I sent it back. The fact remains, I paid them $241, then I promptly returned their merchandise to them. They now have the item back and also my $241 and are telling me I am not entitled to a refund because their instructions were sent to me nine days after I returned the product and I wrote their address and crossed out bar codes on the box I returned it in. This is just totally wrong for a business to conduct itself this way. The customer service woman, Angie's attitude was pretty much the *** with you and go ahead and file a complaint with the Revdex.com. I've never had a company treat me so terribly. The bottom line is that they stole $241 from me. I would like my money back since they got their product back.
The return policy is listed on our site and is available to everyone. Also, the customer's invoice also directs customers to contact us prior to returning.
The part will have to be discarded as it cannot be stocked due to the scribbling on the box/manufacturer label.
No refund will be offered.
In response to the latest comments by Genuine Replacement Parts "Also, the customer's invoice also directs customers to contact us prior to returning.", attached is a copy of the invoice received with the item. Please advise if you see anywhere on that invoice instructions directing customers to contact prior to returning an item.
The emailed invoice does encourage the customer to reach out to us.
Nonetheless, our stance and decision are final on this case. The customer did not contact us prior to the return, had he contacted us we would have sent the return instructions. It is the responsibility of the customer to read the return policy prior to sending the part back. The customer sent the part back without ever contacting us. How are we to send the proper return instructions/address if the customer never contacts us. I can't fathom a situation I would not check with the company or at least visit the website prior to returning.
No refund will be offered for this order.
We will not respond any further. As stated earlier, our stance is final.
If they refuse to issue a refund, I insist the part that I paid for be returned to me so I can sell it and get at least a portion of my money back. My stance is final as well.
The part is being mailed back to the customer and will take 3-5 days to receive.
Excellent transaction.
Received parts as ordered and shipped the same day order was placed.
Thank you so much for the feedback! We are so happy you had a great experience. Our team is dedicated to providing excellent service and providing Genuine parts to fit your needs. Please feel free to reach out if we can ever be of assistance in the future.
I ordered a repair part for a Kenmore dishwasher - the site was well designed so that I could easily verify that I was ordering the right part, the site prompted me to be sure that I was ordering based on the dishwasher's model number, rather than ordering a part that "looked right". The price was as good or better than other sites, and the site indicated two day shipping with the part in inventory. I placed the order and received the part in two days as promised, arrived in "new" condition, was as represented in every way. Good price, fast service, website was easy to use and navigate.
Thank you so much for the feedback! We are so happy you had a great experience. Our team is dedicated to providing excellent service and providing Genuine parts to fit your needs. Please feel free to reach out if we can ever be of assistance in the future.
I had the same problem as the others in the reviews below. I ordered a part for my refrigerator, they sent me the wrong part, the connection was different, their site only showed the refrigerator model, and part type (sensor), not part number. When I got the part, and took the refrigerator apart, found out it was the wrong part. I contacted them, they wanted picture of the wrong part, picture of the model and serial number of the refrigerator, even though the model number of the refrigerator is on the invoice. I sent pictures, they told me they sent me the right part, will not pay for the shipment back and will probably deduct shipping cost. Amazingly, their site has only positive reviews, I wonder what happened to those that left negative feedback. This is why most people will not do business with outfits like this, and Amazon keeps on growing.
We were able to confirm that the customer received the part that she ordered and that it is compatible for her Appliance Model (her credit card company agrees).
In these instances, when there is no fault on the side of GRP, we will not pay for the return shipping.
We stand by our products and pride ourselves on great customer service. We ask for these pictures to make sure 1) the customer ordered correctly, and 2) so we can verify that all parts are listed correctly on our site. If we make a mistake, we will own it and make it right.
My purchase was based on the results of their web's part search function, I did not randomly order a part, or that I ordered the part looking at pictures.
The merchant's requested for the model number of the refrigerator which was clearly stated on the invoice, I provided the number, they requested a picture of the part they sent, and the part that was in the refrigerator, I sent the pictures, they came back to me saying the part I got is the same as the picture on their site, basically suggesting I purchased based on the picture I saw on their site.
I have all the email communication with this merchant. The vendor claims they have 5 star rating on their site; my review on their site was removed by them, of course they will have 5 start rating when they remove all the negative ratings.
To conclude, based on my experience and reviews on this site, this is a dishonest merchant that hides behind their cookie cutter responses ; picture is the same; you got the part you ordered; inspected the product it was damaged. It can't be that all of us wrong, and they are the only right party in all the disputes. I spend over $10,000 a year on online purchases, never had a dispute, and certainly no experience with any retailer that refuses to take responsibility for the tools they provide customers on their site.
My advice to others in the same situation as me is, dispute the charge on your credit card, and if the credit card company sides with this dishonest vendor, write to their CEO and president and reference this site in your email. Your bank will not chose a dishonest vendor at the cost of canceling your credit card and losing your business.
"Genuine" Replacement parts send me the wrong part to my fridge and will not refund me shipping. I paid it both ways and would like my money back
My fridge stopped working and I had an appliance person find me this part and I ordered it. I have a Kenmore and they sent me an LG part. Well the wrong part came in and he could not do anything with it so I had to send it back but now they do not want to provide a label even though their "policy" states that they will provide one if they mess it up. I paid $7 for it to come to me and have to pay $20 to go back. I've spoken to ***, *** And one more other person but they do not seem to comprehend and are giving me the run around. They do not want to provide a label since they're saying that I made the mistake
Full refund with a shipping label
After further review of your order, we have concluded you received the part you ordered.
LG Part 4681JB1027C - is a correct fit for Kenmore Model - 795.XXXXX.010
Kenmore can have parts from many other brands, as is the case with most appliances.
Now, you ordered by model number 795.XXXXX.010, but your actual model number is XXXXXXXXXXX. The part you ordered is not compatible for your model. We dont actually carry any parts for your model on our site, if you search our site for model number XXXXXXXXXXX you will see that there are no results for your model.
We have already sent the customer return instructions and she has sent the part back. Once the part is received it will go through an inspection process and a refund will be issued.
Business will not refund money.
I purchased a part on March 4, 2020 and opened the package but did not install or use it. I contacted this business and sent the part back per their instructions. On March 19, 2020 I received an email from this business stating that they determined the part was installed/used and no refund would be issued. Instead they would discard the part in 2 business days. I demanded an explanation of how they determined the part was used/installed and that they return the part to me. No response received as of the filing of this complaint. The Florida Attorney General needs to investigate this company.
Refund full purchase price.
All of our parts are OEM from the manufacturer and brand new.
The customer sent this part back and our return team determined that part to be used. They found install marks on the connectors and part can not be restocked/resold.
We did send the customer an explanation along with pictures. He did try to email us several times, but the emails were not coming through. (emails chain attached)
Once a part is deemed used, we can not offer a refund.
Wonderful customer service, my refrigerator part came broken and they immediately connect with me via email and sent in another one.
Thank you for the review. I hate that your part arrived damaged, but Im happy to hear our team provided excellent service and got you taken care of. Please dont hesitate to contact us if we can ever be of assistance in the future.
Received an item that I did not use and returned it. The company refuses to refund because item is "used". Which means they sent me a used item.
Order XXXXXXX
Cost $213.87 ordered feb 14th. As stated above they sent us a part for our fridge which arrived in a random box, no formal packing or labeling. Definitely not a brand new box. Item was opened from box but never used. Box was repacked and returned. They ironically claim it was used which means they sent us a used part. We just want a refund. We have already spent an additional $17 mailing the part back. They are also not returning the item they have now refused to refund. But we dont want their used part back, we request a full refund.
A full refund.
All of our parts are new OEM parts straight from the manufacturer. We do not sell or stock used parts.
per our return instructions, all parts must be returned in NEW/UNUSED condition. After further inspection of this return, the part was been deemed USED/INSTALLED. Since this part can not be restocked, we will not be able to offer a refund for this return.
"Note from the inspector- "After inspection this part was deemed installed and does not qualify for a refund"
These parts are very sensitive, and if they were even installed just to be tested, the return will be denied. The install marks were found on the connectors. No refund will be offered for this
(The consumer indicated he/she DID NOT accept the response from the business.)
It was not used so if her inspector is claiming it's used then the store sent me a used item. The packaging was not original. I still want a refund.
We do not offer used parts. All of our parts come straight from the manufacturer.
No refund will be offered.
(The consumer indicated he/she DID NOT accept the response from the business.)
She continues to maintain all parts are new from manufacturer... the box that arrived was a sweet potato box; inside was an unmarked white box. This was clearly not from a manufacturer. If the business owner could not lying and provide a refund it would be appreciated. If she wants to offer say $200 even or even $175 as a refund to end this we would accept but her maintaining that the part was new is offensive and an outright lie. She should take it up with her supplier and demand a refund from them as well.
We looked back into this incident and were not able to confirm that the part arrived in the claimed box. I have reached out to all of our partners and warehouses to make sure they are checking packages as they leave the building to ensure nothing like this happens.
For this case, a refund can not be issued since no evidence was provided.
I too ordered the correct part number but received the wrong part in the box. Everything was double checked and it was agreed that the wrong part got into the box. Strange that the labels they wanted pictures of was not on the box like they should have been. They sent me another fridge gasket immediately. Installed gasket and it fit and works perfectly now. They sent a return label and lead me to believe that after the part was returned and checked(pending part being returned in exact order it was received) I could be given a refund. That was not the case, but I am completely satisfied with customer service and how quickly the correct part was shipped. I had a great experience and would highly recommend their company for parts and service. Refund or not they get a A+ from me
Hi ***,
thank you for the feedback. I apologize if their was any confusion on the refund, we offer a new part, or a refund, but not both.
I'm happy my team took great care of you.
Thank you for being a valued customer.
Genuine Replacement Parts did EXCELLENT with me.
Before ordering any part, I did my homework to know exactly what part I needed (Part #, Used on Model #, etc). Knowing which part, I searched the WEB for the best price. Genuine Replacement Parts had the best price, Item was in Stock, and delivery said 2 days.
So, I ordered the part, and later in the day, received an e-mail that the item was shipped with UPS Tracking info.
2 days later, the part arrived on schedule. Opened the box and the part was very nicely wrapped in bubble-wrap and was IDENTICAL to the part I needed. So far, so good.
I installed it right away. Everything installed easily and works GREAT!!!!
I will use Genuine Replacement Parts again, and will recommend it !!! :-)
Thank you so much for the feedback! We are so happy you had a great experience. Our team is dedicated to providing excellent service and providing Genuine parts to fit your needs. Please feel free to reach out if we can ever be of assistance in the future.
Great customer service.
I needed to cancel an order and was able to do so promptly and the service agents were very helpful and courteous. Gave me confidence in the site.
Hi, thank you so much for the great feedback. I love to hear that our staff was helpful as we pride ourselves on customer service.
We'll be happy to assist you anytime in the future.
Order #XXXXXXX. Item did not have the screws. I was told they had to be purchased at $15 each (there are2). This is not stated on product description.
I ordered a replacement door handle for my oven. Item arrived and there were no screws in which to attach the handle to my oven door in the box. I called the company and was told I needed to purchase them separately at $14.99 each. The handle requires 2 of them. I explained to representative that this not stated on the website or on the product description. I was told "the website doesn't say that it does either". I asked to speak to the owner and was told that wouldn't happen. I paid $51.44 for the handle and now am expected to pay an additional $30 plus shipping for 2 screws that should have come with the part.
Please furnish the screws required to attach the handle. And state on website & product description that said screws must be purchased separately.
Customer ordered a black handle, and received a black handle. We explained to the customer that unless the description or picture shows extra parts, then it is just the part itself. With appliance parts, usually it will read assembly or kit if extra supplies are included. If you check any appliance part website and even with the manufacturer themselves, it just shows the handle by itself. This is standard as almost all parts are sold separately for appliances unless it explicitly says kit or assembly. While the customer may not like this, we can not offer something that is not supplied by the manufacturer. We did find the screws for her so she could order them.
I have attached a picture of the part on our website that shows it is just listed as a handle, which is exactly what was ordered and shipped.
The screws will have to be purchased separately.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed the companies response. I have reviewed the item I purchased on the companies website. No where on the description of said part does it state that screws or any additional hardware is sold separately or that I was getting the handle only.. This is very misleading to consumers as we assume hardware to attach new part (the reason it was replaced was original is broken) would be included. I feel like this is a bait and switch situation. They'll sell us the part requested but in order to use/attach/mount it properly we have to purchase other parts at outrageous amounts. I was told I need to purchase the screws I need at a rate of $14.99 each plus shipping. I feel company should change they way it lists parts on their website and be clearer on whats included and whats not.
Sincerely
We have nothing left to add to this. The part is listed as is on our website.
I ordered the incorrect washing machine part. Paid $17 to return it. Company sent me what was to be the correct part. It is not. Company says my fault
I want the correct part or my money back and for them to pay for the return. How can they blame me for the incorrect part when they looked it up and ordered it for me. I sent a photo showing the part is about 6 inches too long.
I want them to give me the right part or at least pay for me to return it to them.
Customer ordered the incorrect part the first time. We sent them a link to a part that we believed was what they needed.
Here is the message our rep sent ;
"Hello,
Thank you for reaching out and inquiring on parts we carry. I have researched the model/part number you provided for me and I was able to find the following part-
https://www.genuinereplacementparts.com/whirlpool-wfw8400te00-clamp-bellow-to-tub-genuine-oem
Please click on the link to verify if this is the part you believe you are needing.
Let us know if you have any further questions."
We did ask the customer to verify before placing the order, which clearly did not happen. The part they ordered did fit their model, but wasnt quite the piece that was needed, that falls as the customer's responsibility as she never verified until after the part was received.
Their is some dishonesty on the customers part here, we did not place the order for them, we do not have the ability to place orders for customers. All orders are placed by the customer through our website. The customer did not verify the part prior to ordering.
The part will have to mailed back in order to receive a refund.
Our office has requested return instructions form the warehouse and will send them to the customer as soon as they are available. This can take up to 48 hours.
They gave me the wrong part entirely, not the wrong actual part. I talked to the manufacturer and figured it out
We have nothing to add to this case
Suspicious business practices involving incompetent employees who have no interest to assist on a sale gone horribly bad. A refund chance seems ZERO.
Genuine Replacement Parts located at *** W. *** #241 Mary Esther, FL XXXXX has no interest in assisting with a sale that went horribly bad because of their incompetent employees and the prospect of receiving a full refund seems highly unlikely.
To begin, I live in North Carolina and found genuinereplacementparts.com after doing a Google search. On Tuesday March 3rd at 12:12 pm I called XXX-XXX-XXXX to obtain more information about a product on the GRP web-site. I explained to ***, the service rep who answered the call, that I wanted to purchase a Jenn Air burner cartridge and the product information on their web-site was vague and that I wanted more clarification. I gave *** the serial number of what appeared on their web-site to be a Jenn Air burner cartridge.
4 minutes later after concluding the phone call with *** and at 12:24 pm I placed an order for $188.82 on the GRP web-site and used PayPal as a form of payment. After purchasing the item, I then returned back to the product page, and with closer examination determined that it may not be my desired item.
18 minutes after placing the order, I called GRP and told *** I wanted to cancel the order. She refused my request.
Then, the situation became much worse. I opened the email payment receipt and saw that the address GRP inserted into the shipping address was *** Creek Pkwy, Winston-Salem NC XXXXX. I'm saying they inserted it because this address has never been associated with me. I'm self employed and work from home. I don't work at *** Creek Pkwy. This address is not listed in my Chrome browser auto fill addresses (see attached image) and the address is not listed in my PayPal account. (see attached image). The insertion of the bogus address occurred on what I call server side or on their server, their programming code and their data base. It definitely did not occur on my end.
The address that GRP inserted belongs to Hanes Mall which has 200 stores. I called Hanes mall today to see if the package could be flagged for my me to pick-up. According to ***, who works in the mall office, "Each store has a suite number and the mall office has a suite number too". *** further said "With such a vague address, and no suite number, it will be impossible to flag the package for me to pick-up". So now my situation is that I will loose my $188.82 because GRP created a circumstance where the package could be easily lost.
GRP has offered no assistance. *** could have circumvented this whole catastrophe if she had told me during the 6 minute phone conversation that the item she and I were seeing WAS NOT a cartridge burner, but she did not. It would have been an easy thing to cancel the order, but they refused. Their payment receipt sent to me has no shipping or tracking information. Their payment receipt also indicates that then intend to charge me a restocking Fee!?! The address GRP chose to mail the package to will cause the package to be easily lost. Their lack of support or customer service gives the impression that they have no intention of refunding my entire payment even if the package is found intact. I feel that the whole situation was a set-up from beginning to end and that I've been part of a scam.
I wish that I had checked the reviews on this company before purchasing. They have an extremely bad reputation on the internet (1.5 stars out of 5 - see attached Google reviews). They seem to be people who don't care what happens to a customer and they will probably give you the same treatment.
FULL REFUND AND ADDITIONAL DAMAGES - $188.82 + an additional $50 for my time and gas of having to find the package. Total refund expected = $238.82. They will not charge any restocking fee.
Customer clearly ordered a black cooktop (picture attached), I can not speak for why the customer would order something that is clearly not what they wanted. It is the responsibility of the customer to verify the part before they order. I have attached a screenshot of the part as listed on our site to show it clearly says cooktop and not cartridge.
I can ensure that we do not alter any addresses for orders unless we are asked to by the customer. The address the part was sent to was the one entered by the customer or was attached to their PayPal.
It is normal for our warehouse to pick a part from the shelf and palletize for shipment minutes after an order comes through. We process thousands of orders a day and have to put orders on the pallets quickly. Once an order is put on the pallet it can not be stopped. A request for cancellation was made as soon as the customer called, but it could not be stopped (picture attached).
We will not be able to offer a refund unless the part is returned to the proper warehouse.
(The consumer indicated he/she DID NOT accept the response from the business.)
UNSATIFACTORY. GRP's response is a misrepresentation of the facts. Genuine Replacement Parts has ZERO interest in the customer.
GRP misrepresented about how the purchase occurred - what actually happened was their customer service rep assisted me with the item on the phone. You see, I had to call them because the item description on their web-site was very vague; the picture was fuzzy, description was also vague and there was no dimension size information. Told the GRP rep that I wanted to purchase a burner cartridge & gave the serial number for her to find. She never said during the 6 minute conversation that the item both of us were viewing on our monitors was NOT a burner cartridge.
GRP's second misrepresentation: "we do not alter any addresses for orders". Revdex.com, I provided you screenshots of my Chrome auto fill addresses and a screenshot of my PayPal address. 3320 Silas Creek Pkwy is not there. 3320 Silas Creek Pkwy is non existent on my computer. I work with programmers and the wrong address was inserted by the GRP php programming code; not by my fingers and not by my computer.
GRP's third misrepresentation and a foreboding of what they're trying to get away with "We will not be able to offer a refund unless the part is returned to the proper warehouse". GRP knew before posting their response that their original, unopened package was on it's way back to the exact address with the exact specifications they requested. I sent all of the information, including a 45 inch x 34 inch photo of the return label and box by email to GRP. According to UPS, tracking # 1ZX41WXXXXXXXXXXXX , their original unopened package with their original tracking#, their original insurance and their original postage was delivered and signed by a person named Cook at their warehouse dock.
My 6 days of involvement with GRP reveals their operation is more interested in floating customer money for an extensive time, more interested in hiding the return policy, more interested in refusing to send tracking information, and more interested in devising a litany of excuses to refuse refunds. GRP claims that they can't cancel a purchase within 24 minutes, but then they claim it takes 10-15 business days to process a return . . . if any. GRP can't even send a correct return policy email that has valid links - instead, they send an email with broken links. Once I obtained the return policy information, the GRP information inferred the following: 1. A consumer can't return an item even though the GRP rep assistance was insufficient - pre-approval is required, 2. GRP will try to deny if a department and RMA number is not included, 3. GRP will try to deny if the original packing slip is not included, 4. GRP will try to deny if the email sales receipt is not included, 5. GRP will try to deny if the original box is not included, 6. GRP will try to deny if there is writing on the box.
GRP provided NO VISIBLE refund policy information on their web-site during the purchase process - if GRP had, I would have aborted the purchase.
On a sad note, GRP has expressed more concern about the condition of their cardboard box and expressed ZERO concern about the horrid shopping experience they gave me. They have never apologized or offered anything to make the situation better. According to GRP, I'm of lower value than their box and my only purpose according to GRP is to invest my time working for them re-wrapping something that they should have shipped and packaged correctly from the very beginning. What kind of online retailer sends an email with an opening demanding line that states "PLEASE DO NOT DEFACE/WRITE ON THE MANUFACTURER SHIPPING BOX! If you need to wrap the box in plain wrapping paper, please do so to protect the manufacturing shipping box!"? NOT Amazon. NOT EBAY. Genuine Replacement Parts DOES.
We have nothing to add. This customer is just twisting words and is trying to slander us.
(The consumer indicated he/she DID NOT accept the response from the business.)
GRP's response validates my complained. My complaint is based on them consistently treating me like a doormat through this entire purchase process. Genuine Replacement Parts has poor Internal communication and customer satisfaction policies.
(The consumer indicated he/she DID NOT accept the response from the business.)
Genuine Replacement Parts DID NOT ISSUE A REFUND. And Genuine Replacement Parts DID NO TRANSACTION on my behalf on MARCH 18th 2020.
GRP is either ignorant or deceitful by publishing they refunded money they never possessed on a date that never occurred.
It was PayPal who came to my rescue on March tenth, not Genuine Replacement Parts. I retrieved my $188.82 by opening a dispute documenting GRP's business behavior with PayPal on March 3rd. When a buyer opens a PayPal dispute, PayPal STOPS the payment delivery to the seller until the dispute is settled in the PayPal court. PayPal decided in my favor, unfroze the payment and refunded the $188.82 back to me on March tenth.
GRP still has not paid me the requested $50 for all the hassle, lost time and trouble delivered by them.
Having to revisit this case, another bad item became apparent. The shopperapproval.com rating of 4.8% on the GRP website is inaccurate. The fee based software GRP uses states that "Surveys are completely customizable" as a selling point on the Shopper Approval site. Because the software is customizable, inaccurate numbers occur; I can attest to this because the 1 star survey rating I submitted on March 17, 2020 is no longer on the GRP web-site.
I've requested to the Revdex.com to add 4 screen shots to this complaint that substantiate the above. Included is the PayPal case, the PayPal refund, proof that my survey vanished and a screenshot of my original survey.
Horrible customer service after I was given the wrong part. I sent them pictures of the wrong part. There only concern is how they made the mistake. I don't care send me the part I order for my microwave. I will send the part back to you once you give me shipping label.
Then they wanted me to send a picture on the model number of my microwave. I ordered the right part. You gave me the wrong part. What does a picture of my microwave have to do with the part. I ordered a thermostat, they gave me a circuit board for the oven/stove. Part numbers are way different. Give me my part.
Our rep did assist him and filed the incorrect part claim. Typically we have to have the model umber in order to move forward with any claim, but we did try to submit this without his model number since the customer was unwilling to assist.
A replacement order for the correct part has been created and we are working on sending a label for the incorrect part.