Complaints

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

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  Parts Geek LLC

  Doylestown, PA 18902-6612

  
• 

  Parts Geek LLC

  1 Oxford Valley Ste 850 Langhorne, PA 19047-3318

  
• 

  Parts Geek LLC

  3900 Mechanicsville Rd Bldg 7 Suite 213 Doylestown, PA 18902-1669

  

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:11/30/2022

  Type:Delivery 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.

  Parts Ordered 2009 *** **** Brake Pad and Rotor Kit Price: $330.16 Qty: 1 Part #: *********** Sub Total:$330.16 Tax:$23.11 Total:$353.27 After placing my order, I was later told I would need to submit a copy of my drivers license (with license number covered), and a credit card or statement with a matching name and address to make sure that it was not fraud. After submitting the personal information they asked for, they lost it and asked me to resubmit. I commented in the email thread that this was unsatisfactory service, and I would be reporting them to the BBB if my order was not completed. I resent them the necessary information and was told my payment was approved and order would be sent out for delivery. Next, I received an email, which I have attached below, stating "the part you ordered has been discontinued and your order has been voided." I would like to be sent the part I ordered and report them for false advertising after making me go to such lengths to have the part delivered. This company either posts parts they do not actually have in order to collect people's information, or they simply cancelled my order because of my statements about their unprofessional customer service and operations.

  

  Business Response

  Date: 12/02/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  Due to the increasing number of fraudulent transactions affecting online companies, we have had no choice but to implement strict procedures in processing orders and we attempt every measure to protect our customers. 
  In accordance to all credit/debit transactions regulations, all merchants are required to present a positive AVS and ***************************** transaction was presented as a negative AVS because of ****************** provided us the shipping address which is different than the approved credit card billing address. (Thus, voiding the required positive avs, in accordance to *************** regulations) Because of these circumstances, we require a copy of a drivers license to confirm the billing and shipping address for additional security measures.
  This was provided to us by ******************, but when the order was placed the manufacturer has notified us that the part ordered was already discontinued which prevents us from shipping the part.
  The transaction was voided and ****************** was refunded the full amount they paid for the order.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:11/25/2022

  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.

  I purchased two separate orders for the two front hub and axles for my vehicle after talking directly to customer service who assured me that the parts I was ordering were EXACT fit for my specific vehicle. I then was sick and too busy to tackle this rather large replacement job that I went over the "30 day return policy" and once I got the old stock part out I realized that the parts that Parts Geek sent were NOT anywhere near a match. The teeth on the axle shaft on the "new" are 100% incorrect fit for my vehicle. Today I called customer service and asked for a return and they were incredibly rude and refused to work with me no matter how many times I explained that they sold me the wrong part. I said this was false advertising and when I said that, the customer service supervisor hung up on me... I paid ~$400 between these two orders and they refuse to refund or exchange based on their horrible 30 day return policy, even though they falsely advertised the fitment of the parts on their website and through customer service prior to me ordering the parts.  They opened a ticket and immediately closed it saying resolved. Unbelievable. Order #s: ***********, *********** The picture attached clearly shows the difference in the parts. The false advertised part from Parts Geek is the top and the stock "correct" part is on the bottom. I realize they are hiding behind their terrible 30 day return policy, but this is a case of false advertising and fitment assurance, which is absolutely unacceptable to pin the $400 on me when they are the ones who made the mistake. They are also incredibly rude and smug about the whole situation. The customer service supervisor even admitted that they sent me the incorrect fit... then continued to insinuate that this is my problem not theirs.

  

  Business Response

  Date: 12/02/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 9/12/22 (Order Number: ***********) and 10/28/22 (Order Number: ***********), **. **** placed an order for SKU: ******** - 1997 ***** *** **** Axle and Wheel Hub Assembly Kit and SKU: ******** - 1997  ***** *** **** Axle and Wheel Hub Assembly Kit.
  On 11/25, they notified us that these parts are incorrect and won't work for their vehicle, our Customer Service Associates reviewed their order and confirmed that both orders are already out of the 30-day return period.
  Parts Geek honors returns for all our parts within the 30-day return period and within 12-months for defective parts, but in *** *****'s case, the parts were already outside of the return period.
  As stated on our website, How Do I Return a Part or Core?
  (DO NOT SEND RETURNS BACK WITHOUT AN RMA NUMBER) We have a 30 day return policy. All parts and cores must be returned within 30 days of purchase with a valid RMA number. We do not accept any returns after 30 days, no exceptions. 
  When **. **** placed the order on our website, they agreed to the terms stipulated on our website which can be viewed directly on ***************************************************.
  The 30-day return policy is standard in the automotive industry and is not just observed by Parts Geek, but others in the industry as well.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 12/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Parts Geek described the product incorrectly on their website and through customer service.  Thus is false advertising.  They say no exceptions and yet there's other complaints which have received returns outside the horrible 30 day period.   The point is they are liars and have terrible and illegal business practices.  
  
  Regards,
  
  *****************
  

  

  Business Response

  Date: 01/05/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  We are sorry to hear that **. **** does not agree with our explanation of our 30 day return policy.
  
  The 30 day return policy applies to all our customers and is standard within the automotive parts industry for returns.
  
  Unfortunately, we are unable to accept the return of the parts at this time.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 01/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  It seams to be very hard for you to understand this so I'll try typing slower (?? Maybe that will get the message through??) This. Is. NOT. ABOUT. YOUR. SKEEVY. RETURN. POLICY.  You are ALL LIARS and cheats and you are worst ki.d of people.  You are false advertising liars who won't even own up to your mistake after admitti.g you made one

  I'll make it a note in life to ALWAYS tell this story to all my mechanic friends and family.  I know you all don't seam to have the mental capacity to see the damage this will do in the longer term but I don't care and I know you aren't important enough to care but whatever. You are scumbags and liars and I'm telling EVERYONE what a garbage company you are.  And liars.  You are ALL liars.

  
  *****************

• Initial Complaint

  Date:11/22/2022

  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.

  I purchased a Turbo and the part was defective. I was told that they would refund it. But I needed to order a second one first. I ordered a second one ---- paid slightly over 1,300 and 255 was a core charge. I sent it back and the refunded the core charge but not for the defective turbo. I have reached out to them multiple times and each time they give me the run around like they will take care of the refund only to follow it up with they need the tracking number.. BUT I have the email from them that they got the Turbo back and the they only refunded the money for the core deposit. I have been try to get the refund for the defective part for over a month. They owe me a refund for $1,065.43 I feel like this company is refusing to pay for this thinking that I will go away. I NEED HELP PLEASE. Thank You,********************* PROOF OF RETURNED PART [email protected] Refund Approved for Parts Geek LLC Order # **-******** To: ********************* <**************************> Reply-To: no-******************************** Refund Was Approved from Parts Geek LLC Dear *********************, This is to inform you that your credit was processed today. Order Number: **-******** Cores: $255.00 Total Credit: $255.00 Parts Refunded 2010 ************ ******** **** Turbocharger Core: $255.00 Qty: 1 Part #: ***** You should see the credit post to the credit or debit card you used to place the order in 2-4 business days or sooner depending on your cards policy. Thank you for your business. Parts Geek LLC Customer Service THIS WAS THE PART ORDERED. 2010 ************ ******** **** Turbocharger - ***** *** ********** - $1,065.43 Qty Ordered: 1, Qty Shipped: 1 ************ Shipped with ***** on Oct 10, 2022

  

  Business Response

  Date: 11/22/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  On 06/29/22, ************ placed an order for SKU: ***** - 2010 ************ ******** **** Turbocharger.
  
  They reached out on 11/18 notifying us that they returned the part as a core, but it was also a defective part.
  
  Since our warehouse processes hundreds of returns daily, we requested that ************ provide the return tracking number in order for us to validate if the part they returned was just a core, if it was the defective turbo associated with Order Number: ***********.
  
  Unfortunately, ************ mentioned that they were unable to document or recover the return tracking number for this particular return.
  
  We're happy to look into our options in getting the defective part refunded, however, we would need the return tracking number associated with the return they made so we can properly address this issue.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:11/16/2022

  Type:Delivery 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 ordered two rotors from Parts Geek on 11/14/2022. Total amount is $702. When I order the item, they use my ****** account address as shipping address without asking me. I found the issue on 11/15 9am and contact them. When I contact them, they still not generatethe lable or shipping out the item yet. They said they will change the address.I received a tracking number on 5pm 11/15 and I found out the shipping address still not correct. I contact Parts Geek again, they said they unable to do anything and want me to contact ***** which is the carrier. I called ***** and ***** need sender's authorizition to change the address or cancel the shipment. I called back Parts Geek and they refuse to do that.Now the parts going to wrong address and I'm about to loose $700.

  

  Business Response

  Date: 11/18/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 11/14/22, ******** placed an order on our website for SKU: ************* and SKU: ************* - 2014 ******* ******** Brake Rotors.
  The address they used on the order was associated with their ****** Account which was used by Parts Geek when the order was processed.
  Unfortunately, we were notified by ******** on 11/15/22 which is a day after the order was placed, and as stated on our website:
  Can I Change My Order?
  We don't have the ability to accept order changes. We begin the order process as soon as the order is placed. If you entered an incorrect address when checking out, we advise you to contact the shipping company as the receiver of the package when you receive your tracking number.
  As of today 11/18/22, the carrier which is ***** has processed a Return to Sender request for the parts and they have been routed back to the warehouse where this was sent, once these arrive back at our warehouse, a refund will be issued to *********'s payment method.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:11/15/2022

  Type:Delivery 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 a part i never ordered will not refund it tonorder the part again it was a mis pick no packing slip km getting charged 50 a day storage fee everyday it osits i just want the right part sent when i get it i will happiley aend the wrong one back they sent a stering wheel neck not a fan

  

  Business Response

  Date: 11/17/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 11/10, **************** placed an order for SKU: ******** - 2006 ****** ******* Auxiliary Fan Assembly under Order Number: ***********.
  **************** reached out to us on 11/14 stating that the part they received was incorrect and can't be installed on their vehicle.
  Our Customer Service Team assisted **************** and set up a return for the part, they also explained that for incorrect parts, it needs to be returned in order for them to receive a refund and an RMA Number and the Return Instructions were sent out on the same day.
  As stated in our policy, the parts must be sent back in order for a refund to be issued and we do not send out replacement parts.
  In good faith with the BBB and ****************, we have issued a courtesy refund for this order and **************** can dispose of the part they received.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:11/12/2022

  Type:Service or Repair 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.

  On the 4th of October I ordered a fuel pump on the 9th I received it on the 12th it was installed two weeks later I went on vacation to stay away for a family vacation kind of thing for veterans Day while at a school event after I went to go leave it wouldn't start I then paid for a mechanic to tow it and explain to me the issue and it was indeed the fuel pump I'm now stayed away in a hotel planned to only be here for 3 days it's now 5 day mark  they say that it is resolved on their end until they receive my part back in the mail and process it let alone I'm still in a hotel paying daily not sure of what to do customer service is bad I have to now pay for the fuel pump to be taken back out then pay shipping to have it sent to them then pay to have the mechanic put the fuel pump back in and I'm already almost $750 into just trying to replace one fuel pump in my van and be done with it but instead of them working with me and trying to make it right after I give them my business here I sit. Better to just quit and try someplace else ALL OVER AGAIN.IM ONLY ON DISABILITY. but no one cares for anyone anymore it's sickening. Thanks

  

  Business Response

  Date: 11/16/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. **. ********* purchased the fuel pump on 10/04/2022 and **. ********* contacted us via a support ticket on 11/11/2022 that fuel pump was defective. 
  We apologize that the part has failed, however the defects are a manufacturer issue and we will be notifying the manufacturer of this issue. 
  A return request was submitted and we issued the return instructions as well as the *** Number for **. ********* to send this back for a full refund on 11/12/22.
  In good faith with the BBB and **. ********* a courtesy return label was issued so they can send the part back without any additional costs.
  Once the part has been received, we will issue a refund within 3-5 business days.
  Unfortunately, as stated on our website 
  My part is defective, do you pay for damages?
  We do not cover any expenses that occur as a result of the installation of a defective product. This includes, but is not limited to, rental car coverage, towing costs, labor, and storage fees.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  

  Business Response

  Date: 12/15/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  In good faith with the BBB and **. ********* we have issued a full refund of their order which should reflect the same payment method they used to purchase the part within 2-4 business days.
  
  While we're saddened to hear that **. ********* did not agree to our explanation, the return process we have for defective parts are observed across all our customers.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 12/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********************
  

• Initial Complaint

  Date:11/07/2022

  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.

  I ordered Brake Rotor & Pads Front/Rear Kit ********** Order # **-******** - I installed the front brake pads and rotors everything fit together just fine. Went to install the rear and found the wrong parts (rotors) were sent in the kit. Partsgeek is refusing to take product back since a portion of the kit has been installed even though the rear rotors have not been installed. Some basic research shows that they sent parts for a 3.6 Liter make of my vehicle and not the 2.5 Liter Limited.  I can understand the mistake and I can patiently wait for the right parts and more than willing to send back the wrong parts... However at this point even upon escalating the ticket their "policy" won't allow them to send me the correct parts in exchange for the parts I would gladly ship back to them. Correct part for Kit ********** would be *****-******** - ( Non vented Rotors for a 2.5L engine size)The part shipped was *****-******** - (Vented Rotors for a 3.6L engine size)

  

  Business Response

  Date: 11/08/2022

  
  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 10/25/22, ************ placed an order for SKU: ********** - 2011 ****** ******* Brake Pad and Rotor Kit and on 11/7, ************ notified us that the Rotors from the kit they received were incorrect.
  As stated on our policy, I want to return my item, but I used some of the hardware. Can I return it?
  We cannot accept returns on any part that is missing parts, hardware, or instructions.
  We are only able to issue a refund for Kits or Sets if all of the parts are returned.
  At this point since part of the kit was installed, we won't be able to accept a return at this time.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair 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.

  On 10/09/22 I ordered an ac liquid line from Parts Geek for my car for a total cost of $27.83. My car year, make, model and trim show to be compatible with the part per sellers compatibility list. The part I received does not fit my car. I started the return process and sellers correspondence states a free return shipping label but I have not received it or instructions on obtaining one. As of 10/31 seller has abruptly ended any communication with me and I still do not have the return shipping label mentioned in emails and website.

  

  Business Response

  Date: 11/08/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  Upon further review, we confirmed that the order that **/************** mentioned on this complaint is associated with an order placed on **** and not through PartsGeek.com
  Due to ****'s policy, all correspondence regarding order issues and refunds must be coursed through their platform and since this was processed through ****, we do not have the capability to view their payment or refund information.
  We would suggest that **/************** reach out to **** directly so they can be immediately assisted.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:11/03/2022

  Type:Delivery 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.

  Ordered steering gearbox 10/2922, my card was instantly charged. Received enail with tracking numbers the following day. Today is 11/3/22, the date I was told it would be delivered. ***** is showing it was never picked up, PartsGeek refuses a refund or to provide me with any sort of information. Very poor business practice with zero customer service.

  

  Business Response

  Date: 11/08/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 10/29/22, ************** placed an order for SKU: ******.DA - 1997 ********* ***** Steering Gearbox.
  ************** reached out to us on 11/01/22, stating that the tracking information that was issued for this part did not show any movement.
  Our team immediately notified the warehouse regarding this issue and confirmed there was an issue with ***** scans which prevents the shipment from showin any movement with the tracking number.
  Due to this issue, Parts Geek issued a refund to ************** on 11/04 for the amount associated with the undelivered Steering Gearbox.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:11/03/2022

  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.

  My order number: *********** I purchased a "Wheel Hub Assembly Set" for my 2007 ******** *******.It cost $85.95 and was shipped by ***** on Sept 28, 2022. The sku number is ***-******.I received half of the set Monday Oct 3rd, 2022 at 2:37pm. I only received one box weighting 8 lbs which is the weight of half the set. I want a refund of $42.98 since I only received hald the parts. I have contacted Partsgeeks customer service office numerous times, via call, email and online chat and they have been giving me the run around; transfering me over to other representatives and escalating my concern, opening new tickets. It has been an entire month with no resolution. I have not received my refund. Today I called and spoke with a supervisor who was very rude and talked over the entire time and did not resolve the problem.

  

  Business Response

  Date: 11/08/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 9/25/22, ****************** placed an order for SKU: ********** - 2007 ******** ******* Wheel Hub Assembly Set and on 11/16 ****************** reached out to us stating that they only received half of the set.
  Our Customer Service Team immediately requested photos of the packages she received, but we never received a response with the photos we requested and the ticket was closed on 10/24/22.
  On 11/02/22, we received another contact from ****************** and we got the photos we requested and forwarded this to our warehouse.
  A refund was then processed on 11/04/22 and should reflect the same payment method used by ****************** to place this order.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.