Complaints

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:12/09/2024

  Type:Billing 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.

  Charged for a delivery fee/Return fee and a restocking feee.

  Business Response

  Date: 12/09/2024

  Customer complaint is invalid, as customer was made well aware of the 20% restocking fee and the shipping label charge. These things are listed in our Terms and Conditions, as well as on the Refund Policy page. We also explain all of these policies again on the Returns Request Form, which customers must fill out before receiving an RMA # for their return. In this customer's submission form, they even acknowledged that "I will pay for return shipping" in the Comments section on the form. We have included a screenshot as evidence of such.

  We also included a screenshot of the Returns Request Form, showing that it explains our return policies at the top of the page. This customer was refunded the appropriate amount based on our Terms and Conditions. Customer never indicated anything was wrong with the part, just that they wanted to return it. Customer's requests were handled promptly and fairly.

• Initial Complaint

  Date:10/16/2024

  Type:Billing 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.

  They sent me broken/non working computer boards to fix my TV. I followed their complicated return policy, was given full approval to return the items, as long as I paid for the shipping ($20 USPS). Now they want $48 for a “restock fee”, so they can restock non working parts and sell them again.
  The total purchase was $150. I paid $20 to return, and they want $48 in “restock fees” for a 50% return of non working parts. SCAM,

  Business Response

  Date: 10/16/2024

  Hello,

  So the customer's complaint is full of falsehoods. We issued a refund amount according to our Terms and Conditions, as well as our Refund Policy. Both of these can be found on the website and must be agreed to before purchasing a part with us. Likewise, the same procedures and conditions are listed on the Returns Request Form, which must be filled out before a customer can receive an RMA # and return their product. The process is NOT complicated, as most customers complete the form in 60 seconds. This customer in question NEVER ONCE stated that his parts were defective. This customer NEVER ONCE requested a replacement for any of the parts they ordered. Instead, the customer filed for a return and stated in their submission that "the parts didn't work for my set". When the Returns Department sees this, that simply process the refund as requested by the customer, as we assume the customer is fully aware of any fees associated with our returns process. 
  
  As is listed in the previous mentioned areas (including the form the customer must fill out), for returns wherein the parts are "not needed", the customer is responsible for shipping and we charge a 20% restocking fee. This is a common practice in the industry, so that customers cannot use our company as a "free parts library" to diagnose their TVs at no cost. Customer agreed to all of these things prior to filing for a return, however it has become apparent that the customer DID NOT read or understand these terms, as otherwise there would be no complaint. Customer was NOT "forced" to purchase their own label. They had the option of getting a label from us, which we could deduct from the final refund amount.

  We would have happily provided replacement parts for the customer, if they had reached out to us and let us know they believed their parts were defective. We have an entire Replacements Department devoted to ensuring the customer is well taken care of. However, if there is no communication from the customer, we simply process their requests as they are asked of us. The appropriate refund amount was issued in this case, and we stand by our actions regarding this customer and their order. Thank you.

  Customer Answer

  Date: 10/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As per the vendors reply, “per our policy the customer agreed to” and “this is common practice” and “this is what we do”…has nothing to do with my complaint  being false. The vendors “we would have been glad to replace the parts”, doesn’t mean I have to accept them, I don’t know these people that just send me bad merchandise.  So I followed their overly complicated return process by getting “approval” and documenting the secre return code several places…THEY STILL ARE TRYING TO CHRAGEA BS “restock” fee. I don’t doubt it was buried in pages on fine print, after following several inks to find….but it doesn’t change the FACT…vendor  sold me non working parts for $150, required I ship back on my dime for a minimum of $20 (done paid), then they want a scam $48 “restock fee” because I won’t take more broken merchandise (according to their own reply). SCAM, STAY AWAY…they want $70 to return $148 purchase and will  fight it. I’m contacting attorney general next…selling broken parts over and over and blackmailing me for restock fees.

  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 10/21/2024

  Hello ***, we apologize if you felt you did not receive an exceptional customer experience. That being said, we do not appreciate the lies and misinformation contained within your review. We are a company that prides ourselves on customer service and company improvement. When we make a mistake, we own up to it, and we make it right. However, what you are saying is simply false. We are not a scam site, we do not ship broken parts, and we do not require a "super complicated return process". We apologize if the Return Request form confused you, however most customers complete it within a minute or two given that it only asks for a few pieces of information (order number, name, etc). We do not charge $50 for return shipping, we charge $14.50 (for one part) and $16.50 (for 2-5 part) for shipping labels through FedEx. If you received a broken part due to damage in shipping, we would have gladly sent you out a replacement free of charge, or filed a claim with FedEx on your behalf. Instead, you filed for a return and said "the parts did not work for my tv". To the Returns Department, that simply means the parts did not resolve the symptoms of your set, so they processed your return per our Terms and Conditions. As we said previously, when we make a legitimate mistake we strive to correct it, however most of our 1-star reviews are from customers like you, who clearly did not read our Terms and Conditions or follow the simple procedures for doing business with our company. 99% of our customers can and do follow these Terms and Conditions, and they end up receiving exceptional customer service from us. The overwhelming amount of 5-star reviews should prove that fact. Thank you and have a great day!

• Initial Complaint

  Date:09/05/2024

  Type:Product 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.

  TV Parts Today is a complete scam. They sent me a TV mainboard that was burned out. As soon as I opened the package I could see the part was fried. Upon asking for a refund or replacement board they then sent a "warranty form" to fill out before any replacement could be shipped. Reading through the form I would have to agree that no refund or replacement would be guaranteed. Only after signing such an agreement could I then pay to ship the defective part back to them and then be charged an additional 40% restocking fee as well as an additional shipping fee. Basically, this company strips parts off broken televisions and sells the broken boards to consumers not once but twice and then asks for the boards back so they can sell it to another unwitting dupe LOL It's quite an amazing scheme when you think about it. The scam company can continue to turn over revenue over and over again with no overhead. My part costs $59 with a shipping fee of $20 each way. They say their boards are tested by experienced technicians before the sale the technician who inspected my board was having an off day because a blind man could have taken one look at the board and told me it was shot, and an idiot would agree to the "warranty form" and then send their parts back. Best scam company I've seen in a while. Kudos TV Parts Today. None of these details are made clear until after you call in to request a replacement or refund.

  Business Response

  Date: 09/05/2024

  Hello ****, usually we would thank you for your feedback but your review/complaint was filled with so many misleading, out of context, or outright false statements that we just can't thank you unfortunately. First and foremost, as shown by the thousand of other reviews, we are NOT a scam company. 97% of our customers buy a part from us, fix their TV, and we never hear from them again. In some rare cases, we do mess up or make a mistake, but we strive to deliver an exceptional customer service experience and always make it right with our customers. Yes, if you want a return or a replacement, you do have to fill out a form. We have a Returns Department and a Replacements Department, and each has their own unique form. We DO NOT charge a 40% restocking fee in normal circumstances. This is in the Terms and Conditions and applies ONLY to people who send back their part with no communication, without following our procedures, etc. The typical RSF is 20%, and this is a standard in the industry to prevent people from using us a free "parts library" to troubleshoot the issues with their TV. As with any other company on the planet, we have rules and procedures we must follow and that customers must follow to ensure timely service in agreement with our Terms and Conditions. We do harvest our parts from TVs, we do not try to hide that fact. All of our parts are sold as USED, as per our Terms and Conditions. Nowhere do we state that "no refund or replacement is guaranteed". We strive to do our best by our customers, offering warranty replacements free of charge, as well as a robust return warranty (which a lot of companies in this industry DO NOT have). We apologize profusely if you received a defective part, however we would have made that right by you if you had reached out to us or filled out the proper forms. Instead, you opened a chargeback and wrote a 1-star review filled with misleading and/or false statements. So we will refute your statements, and we will fight your chargeback, as we believe this behavior to be completely uncalled for, and certainly unnecessary. Thank you for your business and have a great day!
  

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This company sold me a Sony mainboard for my television. I received the mainboard and found that this part was defective because it did not allow me to use my Ring camera as my previous mainboard did. I used that function quite extensively with my original mainboard.
  This part sold to me was defective and I made that clear in my correspondence with TVPartsToday and that I needed an RMA to return the mainboard.
  The mainboard was returned to this company the same day I received the RMA. I paid $139.67 for a mainboard that was "Defective." It should not have been sold at all since it does not work properly. TVPartsToday provided a partial refund of $97.59 which is $42.08 less than the original amount.
  I can understand the refund if the part worked completely and I changed my mind, but the part is defective. I am requesting full restitution which is the exact amount that I paid for it plus the $15.79 it cost me to return it. Everything was returned to the company.

• Initial Complaint

  Date:02/16/2023

  Type:Product 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.

  CustomerID# 139423
  
  
  Thank you for your order. Your order number is ******, placed 1/5/2023 at 03:41PM.
  
  Bill To:
  
  ***** ******** *** ********* ***** ********* * ** ***** United States
  ********** **************@me.com
  
  Ship To:
  
  ***** ******** *** ********* ***** ********* * ** ***** United States
  ********** Payment Info:
  
  Credit Card: Visa
  ***** ******** ****************
  
  Shipping Method:
  
  FedEx Home Delivery®
  Order Details:
  
  Code Item Qty Price Grand Total
  BN44-01079A BN44-01079A Samsung Power Supply, L55F7_L65F7_THS, QN55LS03TAFXZA
  1 $36.24 $36.24
  
  Subtotal: $36.24
  Tax: $0.00
  Shipping Cost: $14.94
  Grand Total: $51.18
  
  I returned the item and they are giving me $16 back. This is not right at all. They didn’t have the part I needed I literally popped in the part it didn’t work called and sent back. No reason I should only be getting $16 back.
  
  TV Parts Today
  *** ** ********** *** *********** ** ***** US ************ ****@tvpartstoday.com ******************** REFUND RECEIPT
  REFUND TO
  ***** ******** *** ********* ***** ********** ** ***** US
  ITEM
  Refund Restocking fee
  Return Shipping Label
  DESCRIPTION
  Per the terms and conditions, restocking fee applies to not needed items AND items where the free warranty replacement is declined.
  Return Shipping Label
  REFUND NO. ****** REFUND DATE 02/15/2023
  QTY RATE
  * * * ***** ***** ****** AMOUNT
  36.24 -7.25
  -12.50
  16.49
  $16.49

  Business Response

  Date: 02/16/2023

  The customer paid 36.24 for the part. Per the terms and conditions that the customer agreed to when they placed their order, any not needed items are subject to a 20% restocking fee. Our terms are displayed as a large pop-up that must be read and agreed to before placing the order. We can not control whether the customer reads the terms or not but they are made available so the customer knows what fees if any would be associated with a return. The customer agreed to the terms and placed their order. The customer requested return of the not needed item & also requested an optional pre-paid return shipping label. The cost of a pre-paid FedEx return shipping label is $12.5 for one part and $14.50 for two up to five parts. Per the terms and conditions, the part price the customer paid $36.24 - 20% restocking fee ($7.25) = $28.99 - optional return shipping label ($14.50) = $16.49.

  Our company offers the terms as a pop-up to ensure our customers are well informed. This customer was made aware before check out that should they need to return the part as not needed, what the restocking fee would be. When the customer submitted their return request form they also checked the box that states "Yes, I agree to the terms and conditions."

• Initial Complaint

  Date:11/23/2022

  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.

  I already answered just want money back tracking number XXXXXXXXXXXXXXXXXXXXXX USPS ran a check it was delivered but they are lying won't give me a refund need help call me at XXX XXXXXXX thanks

  Business Response

  Date: 01/02/2023

  Business Response
  Our terms/conditions are displayed on our website and are available for our customers to view at any time. Before an order can be placed using out website the terms and conditions must be agreed to. This customer is a long time customer and was ordering from us when we made the switch from shipping our orders via USPS to FedEx due to a unprecedented amount of complaints of orders not being delivered but they are marked as delivered. This customer is aware of this policy.
  The customer's return was marked as delivered but we have no record of the return being received by the company. Their return information has not been filled in, we have made no inventory adjustments to the parts that were allegedly delivered, and we have even searched our recycling bins for the items. We never received this return. Management advised the customer to file a lost package claim with USPS. The customer refused and said "USPS put on their tracking it was delivered." Yes, and they do that often enough that we had to list it in our terms/conditions. We try to protect our customer by having this information available beforehand so the customer can always make an educated decision before choosing to purchase from us.

• Initial Complaint

  Date:10/26/2022

  Type:Product 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.

  Purchased a Vizio main board #XXXXXXXXX based on pictures and description on the TVpartstoday web site. Paid $102.24 total. $82.24 for the board and $20.00 shipping. Received the board and noticed it was not as described and pictured on the TVpartstoday web site and did not work in my TV or match the board I was replacing. Asked customer service to return the board and after several emails which I still have, I was given a RMA number and supplied a Fedex return shipping label. After returning the part and it was received by the TVpartstoday receiving dept and waiting a week I had to request the status of my refund. After my request, TVpartstoday processed a refund of $53.29 after sending me the wrong part. I was charged $16.45 restocking fee and $12.50 for the return shipping label they supplied, I did not request. Paid $102.24 and refunded $53.29 for the company's mistake. I have screenshots of the pictures from TVpartstoday website showing the difference in the part advertised and pictures of the part I received. I have the emails from our conversations about the return and the shipping label they supplied without saying they were charging me. The will claim that they would have sent me another board but TVpartstoday website showed they had no boards in stock or available.

  Business Response

  Date: 01/23/2023

  Business Response
  ***Document Attached***
  Our policy/terms/conditions are avaiable as a pop-up that must be read and agreed to before a customer can place an order. Our terms state that in the case of defective/damaged/wrong items, we first offer a free replacement then if we are unable to provide a replacement, the customer is set up for the return and full part price refund. If the customer declines that warranty replacement (damaged, defective or wrong) then the customer is responsible for the return shipping and a 20% restocking fee.
  We also have a warning on the return request form that says if you want a replacement, fill out the replacement request form.
  The customer waited a week to finalize his return. When the tracking shows it has been delivered, the customer has, at this point already been instructed, to call/email us to finalize the return which means if the customer waited for a week then they called in a week after their return was received.
  The customer selected yes on the question on our return request form where he requested to purchase a label and have to deducted from the refund.
  In the case of a customer receiving the wrong item, they must accept a replacement/submit the replacement request form in order for us to refund 100% of the part price.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As stated in original complaint. Part is wrong. Did not match website description. Started to fill out a return sheet but then called company because I should not be charged for return shipping label and 20% restocking fee for something that was not my fault. Company supplied a return shipping tag to me and did not state they would charge me for the return shipping or the 20% restocking fee. Company also had no other part to send me as a replacement because they were out of stock. I supplied screenshots from company web site showing NO stock on this part.