Complaints

This profile includes complaints for Easy Appliance Parts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Easy Appliance Parts

  415 Willow Street Truro, NS B2N 6T2

  
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  Easy Appliance Parts

  3781 Newburg Rd. Louisville, KY 40218

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a door bin for my Frigidaire. Order was place and confirmation was sent July 28, advising that I could cancel up to 8:41 the same evening.
  I was issued an order # ending with 54300. It stated Purolator shipping time would be 3-5 days.
  So far no shipping/tracking# was provided.
  I have call repeatedly and always get the same message " due to call volume" we do not have an agent available - regardless of the time of day I called.
  I sent an email. Hoping to to get this resolved asap.

• Initial Complaint

  Date:18/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dryer filter for my dryer on June 22, 2023 (order22541902) for my ********** Dryer and the incorrect part was sent. I contacted the company's customer service and the rep agreed that it was incorrect based on the dimensions and re-ordered the part and charged me again for the second order (order 22565163). However, the same incorrect part was sent for a 2nd time.
  
  I reached out to their customer service again to inform them of the issue and to return the items, but they insist that I hold on to both items for 30 days, which by the way you cannot get a refund after 30 days, as per the company policy. I have been sending emails upon emails insisting on returning these items but the company is not budging. After an unpleasant email, they refund only one of the order ((order22541902) and are now completely ignoring my emails for a refund of the second order and returning the items. I need help in getting my refund and returning 2 unusable dryer filers. This experience has been very unpleasant and I am quite frustrated with the company's approach to resolving a problem, for an issue that is not the customer's doing.

  

  Business Response

  Date: 18/07/2023

  We are sorry for any issues this may of caused. Please hold on to the incorrect items for 30 days and if the warehouse would like them back they will email prepaid return labels. We show that order 22541902 was refunded on 07/09/23 in the amount of $122.19 and 22565163 has been refunded $21.66 on 07/01/23 and the remaining amount of $106.96 is being posted today and will take 2-3 business days to show on your credit card. 

• Initial Complaint

  Date:28/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have ordered a replacement Fridge bin from this company twice. The first bin arrived cracked. We then requested a replacement and were informed that we would need to pay for the replacement bin and that a refund would be issued (never received). We were also informed that we may or may not be asked to return the damaged bin (also never heard from them).
  
  Next we paid the additional 109.00 for a second bin, We waited nearly two week and the second bin arrived June 27th. This time the shipping box arrived crushed (see photo) and the bin itself was broken in two. So, in total, we have paid 218.00 for two damaged bins. Current attempts to reach Easy Appliance Repair by phone have been unsuccessful.

  

  Business Response

  Date: 29/06/2023

  We are sorry for any issues this may of caused. We do show you have been in contact with our customer service team and return labels have been emailed and currently the items is showing in transit back to us. You will see a refund back on your credit cards for the items with in 3-5 business days. 

  Customer Answer

  Date: 29/06/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20248856, and find that this resolution is satisfactory to me.  Buyers should be aware that the return policy for damaged parts is inconsistent and not clearly communicated to their customers. 

• Initial Complaint

  Date:26/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re order # 22489756. I placed this order on 6/5/2023 and cancelled within 40 minutes. Despite cancelling the order within 60 minutes per their website, Easy Appliance Parts shipped my order. I paid total of $92.64 which included $11.45 for shipping. Upon receipt I requested a return via email a total if 3 times....no response. Finally found return instructions and printed label. Return stated I would receive $80 to my credit card. Assumed this included shipping charge however when I returned package at post office I had to pay another $15 postage which means it cost me $25 to return my package!!!! I want my $15 postage returned in addition to the $80 refund.

  

  Business Response

  Date: 27/06/2023

  We are sorry for any issues this may of caused. You will see a refund for the amount of the order $92.64 back to your paypal account. Also we can refund the return shipping cost of $15.00. In order to refund this amount we would need a credit card to refund too or we can refund this amount back to your paypal account as well. If you can please let is know if you want this amount to go back to your paypal account or credit card. If you would like this amount to go back to your credit card Please let us which would be the best time to reach you for this information. 

  Customer Answer

  Date: 27/06/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20236365, and find that this resolution is satisfactory to me.

   

  To Easy appliance Parts: thank you for offering to refund the $15 shipping charge. Please process the refund to my PayPal account.

• Initial Complaint

  Date:21/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a a 23 1/2 x 17 1/2 inch wide replacement oven rack and was sent a 17 1/2 inch wide one instead. They sent the wrong item. On their return policy it clearly state "We will also refund the shipping charges if EAP made an error in your shipment."
  
  Although, they have authorized a refund they won't pay for return shipping. I have contacted them twice and they just tell me I should have called to place an order.
  
  This is false advertising and I would have ordered somewhere else if I knew they were going to be unhelpful.
  
  Order number #22517104

  

  Business Response

  Date: 22/06/2023

  We are sorry for any issues this may of caused.  We do cover the return shipping if we send the wrong item. We do not show a sized listed on the item that was ordered or model number that was used. If you need help finding the correct item please contact us with the model number and we would be more then happy to help find the correct item.  We can issue a one time refund on the order for the shipping on your order in the amount of $11.45  plus tax. You will see back on your credit card in 2-3 business days. 

  Customer Answer

  Date: 22/06/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20216931, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:13/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a crisper drawer from their website on Dec 30, 2022 and paid . It stated it was for fruits and vegetables and had picture, so I ordered. When it arrived it was a deli drawer so I called and advised them that their website was wrong and incorrect part was sent. They changed the page within days and of course i didn’t take screenshots as I trusted them as they said they would refund. The lady on phone researched and ordered the proper one, which I paid for and she told me the she would send me a label for return. When I took to Purolater there was a 247.00 bill to return. They have on their website that if it is their error you can return postage free, which they refuse to do and don’t even answer my emails. To return the drawer is more than I paid for it. All I want is to return it the and get the proper one.

  

  Business Response

  Date: 13/06/2023

   We are sorry for any issues this may of caused. We will email you prepaid return label so you can return the items. Please check your spam or junk folders if you have those set up.  You will see a refund for your order with in 3-5 business days.  

• Initial Complaint

  Date:11/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a heating element from EasyApplianceParts February 2/23 because a friend of mine who is electrician advised me that is what he thought was the problem with my dryer. I received part on February 9/23. A appliance repair person came out on Feb 13/23 and diagnosed issue to be Control panel not the heating element after looking up error code and testing the original heating element. I decided to get another dryer rather than spend more money trying to repair this one. I shipped the element back to Easy Appliance Parts on March 6//23at my expense and I received an email notification on March 11/23 that I would not be getting a refund due to the part being opened. So they are basically saying not very many parts would be returnable for a refund; most people would at least open the box up to see if it’s the right part. The part was not in any other type of cellophane packaging. The part should have been sealed in some sort of plastic packaging inside the box to be classed as not resealable. There should also be some type of warning on the outside of the box to warn the buyer once the box is open (seeing it is the original packaging)refund is void. I requested if I was not going to receive a refund for this part please
  send the part back to me and I will sell it myself to get my money back for something I never used. I will definitely make sure to write a review for this company to warn other people “not to open the parcel” or there will be no refund. So much for their “No Hassle Returns - Money Back Guarantee” I have since sent 3 emails to Katelyn Pye and one to customer service since inquiring about a refund but have not received a reply back since the original reply from Katelyn Pyre on March 11/23 and I have not received the element back either as requested if I was not receiving a refund. I will also be contacting my bank to see about reversing my payment to them due to the fact I have not received my refund or the part back.

  

  Business Response

  Date: 11/05/2023

  We are sorry for any issues this may of caused. Any item
  that is returned and rejected for installed is discarded. We are not able to
  return the item to you. Due too the issues we can issue a one time refund for
  the item itself. You will see a refund of $255.29 back on your credit card in 2-3 business days. 

  Customer Answer

  Date: 12/05/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20045515, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:29/04/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EasyApplianceParts.ca (Order #22108838) - Returned Item for Refund.
  
  Had ordered and returned a part for refund in February 2023. Somehow it got rejected for refund according to EasyApplianceParts that the item had been used. Not sure why? I then communicated to have the item sent back to myself. Since February 2023, numerous emails have been sent for the status but still no response yet from them. They now have my money and keeping the item that I fully paid for. How’s that fair. Request to have a refund or have the purchased item delivered back to myself.

  

  Business Response

  Date: 01/05/2023

  We are sorry for any issues this may of caused. We have set up a refund for your order and you will see $227.68 back on your credit card in 2-3 business days for the item. 

  Customer Answer

  Date: 04/05/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19998451, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number 21540150 Sept 1, 2022
  I purchased a thermostat for an oven and when I received the part it did not function (was open circuit).
  I contacted Easy Appliance and requested a replacement part and offered to return the defective part.
  After speaking to someone in service I was informed that I would need to order a new part and once I provided the model of the stove and a picture of the defective part I would be reimbursed for the original part. I ordered a new part and it functioned as designed. I replied to the return email with the required information on Sept 16th. I followed up on Sept 26th and Sept 30th requesting confirmation that my email had been received and everything was in order for the reimbursement for the original order. Easy Appliance has yet to reply and when I tied to call I was directed back to the website.

  

  Business Response

  Date: 07/10/2022

  We are sorry for any issues this may have caused.  We have set the up the refund on the order so you will see back on your credit card in 2-3 business days. However, if you can please reply with the serial number of appliance itself so we can complete the refund on our end. 

  Customer Answer

  Date: 08/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18176818, and find that this resolution is satisfactory to me.

  Thank you for helping in this matter, once you were involved I received a response and my credit in less than 24 hours!

   Regards

  ******

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered refrigerator replacement parts. Order number was 21440500. Company sent the wrong parts. Said they substituted. When I asked for a shipping notice to send back they said I had to pay for it and they are the ones that made the mistake. Once they realized they sent the wrong parts they then said I ordered the wrong parts so I had to pay to ship the parts back that they substituted. Then they wanted me to pay again for them to send me the correct parts I ordered in the first place. I tried to talk to customer service and they were no help and acted like they did not know what was going on and did not care. I told them they would never get my business again. The nerve of this outfit.

  

  Business Response

  Date: 09/08/2022

  We are sorry for any issues this may
  of caused. The item order was not the correct item for your model number. The
  item ordered was a replacement part for a different model number and the item received
  was the item that was ordered. Based on the model number  CTX14CYBJRWW you provided to our customer
  service representative on 08/08/22 the items you would need would be EAP293475 Freezer
  Door Retainer Bar and  EAP299579 Door Shelf Retainer Bar End Cap. We can offer to refund the shipping cost you
  had paid to the item shipped out which would be a refund for $12.25 which you
  will see back on your credit card in 2-3 business days. You will also see the
  refund for the items back on your credit card in 2-3 business days for a total
  refund of $59.03. If you wish to order the
  correct items please contact us and we can offer to refund the shipping on the
  new order. Please refer to your existing order if you contact to reorder so the
  shipping can be set up to be refunded on your new order.

  Customer Answer

  Date: 10/08/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17690851.  I sent back the parts as requested by their customer service person yesterday in order to get the refund that they have now returned in a credit to me.  I should not have had to pay for the return shipping which cost me an additional 13.70 and I told the customer service rep. that when I was on the phone with her Sunday night.  I sent the parts back yesterday before I got this letter and think that amount should be refunded to me.  At that point I will be satisfied.  The tracking number on the returned items is 9534 6103 2358 2221 8093 95 with the UPS.  his has been a frustrating experience and I am ready to get this resolved. 

                                                                                                                                                              Thank you, L**** * *****