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:07/31/2023

  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 purchased a Grass Catcher part, for a riding Lawn Mower, from VacPartsWarehouse and the diagram and description for the same part included the term(s) assembly - indicating all the pieces necessary to reattach the replacement catcher frame to the original frame. However, upon opening the package I discovered the only thing included with the replacement "assembly" was the plastic cover alone and none of the pieces that came attached to the original cover allowing you to attach it to the catcher (tractor) frame. I was charged $151.32 for a plastic cover (See attached photo) without any "assembly." The same brand new Grass Catcher can be purchased for a little more than $300.00 and includes more than 10 other major pieces. The box that it came in was flimsy and is unusable for a return.
  
  I tried but I am having trouble reaching the vendor.

  Business Response

  Date: 08/01/2023

  We apologize for any confusion on the term "assembly". We list part as the manufacturer indicates to us. This is not a "PartsWarehouse" failure as MTD has ALL RETAILERS describe this part as an Bagger Hood Assembly. Please see photo attached from the Manufacturer. We also had a member of customer management reach out to you for assistance and did ask that you provide us with some information so we may go back to MTD and get clarification and possible have them change their listing.

  Customer Answer

  Date: 08/04/2023

     

  Business' merchandise has been returned by the complainant via FedEx (and is in route to their offices).  Once the account associated with my purchase has been credited this complaint can be put right.

   

  Thank you

  Customer Answer

  Date: 08/13/2023

  The Vendor issued a refund on August 11, 2023.  Therefore, the complainant now considers the matter resolved..

  Thank you for your help and support. 

• Initial Complaint

  Date:07/31/2023

  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.

  I purchased 5 parts on Jun 11, 2023, 12:50 PM totaling $71.37. The parts consisted of 3 Ego Bump Feed housings @ ***** a piece and 2 springs @ **** a piece. I never did receive an order confirmation but shortly thereafter I received an email saying that all of the parts with the exception of 1 spring, which was shipped to me, were on back order however, they would be shipped by July 5th. I still have not received the parts. I have called their contact number on their website and have dialed every choice listed to speak to someone every day for weeks and no one ever answers. I left messages and no one returns the call to give me an update on the order status. I think this company is extremely shady. Something needs to be done about them right away.

  Business Response

  Date: 07/31/2023

  We apologize that you had a negative experience purchasing from our site. At the time of purchase you were advised by our site that the parts you were ordering were not in stock. We stated that the parts purchased are usually shipped within 10 to 14 business days. Unfortunately, with the brand you purchased this may take longer due to manufacturing delays.

  We did contact you on 06/27 via email and advised that there was a delay and we provided an estimate of shipment.

  On 07/28/2023 you did call us 3 times and left voicemails consecutively. We returned your call and you asked us to cancel anything that was not shipped. We honored your request and refunded the part that did not ship out. I have no record of you calling multiple times for a weeks. We receive over **************** and do our best to return every call that we cannot answer immediately.
  

• Initial Complaint

  Date:07/17/2023

  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.

  Ordered a part over a month ago I have gotten no response I feel like I have been ripped off I have to say this is the worst company that I have ever dealt with I recommend that no one use them They are a ************

  Business Response

  Date: 07/18/2023

  We sincerely apologize for the delay you have experienced with your order. We advertise that part as usually shipping within 8 to 10 business days, however per the manufacturer the part is on a longer delay. We did email you on June 26th to advise the estimate for shipping, however we do understand your concern. We did refund your order on July 17th back to your PayPal account.

• Initial Complaint

  Date:07/10/2023

  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 material, gave a delivery date. This date has been changed numerous times and now I am getting no response and cant get a refund or the parts ordered.

  Business Response

  Date: 07/11/2023

  The refund was issued on June 26th after we advised that the part is on a Long Term Manufacturing Delay. We sent 2 emails advising this information to you.

  Customer Answer

  Date: 07/12/2023

  I am rejecting this response because: I have been notified of the refund yesterday. I did not receive any emails from the company unless it was in a response to my inquiry about delivery. I have only received 1 email from the company for an order set for 3-5 days but took 2 months to get a response that parts where unavailable and refund has been made without notification. This is horrible customer service and false advertising on available parts. Powerpartsplus.com had parts to me in 2 days after finally getting notified by Partswarehouse.com that they couldnt honor my order.

• Initial Complaint

  Date:07/04/2023

  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.

  Company took my money and never shipped my items ... they keep saying next month they will ship it ... next month comes and they don't ship the item ... Then they say one more month until they ship it . . They refuse to refund or send my products I paid for . SCAM COMPANY

  Business Response

  Date: 07/19/2023

  Throughout the purchase process, we have always communicated the manufacturer delay involved with your order. When you ordered these EGO parts we advised that they were not in stock and usally ship within 10 to 14 business days. When that time frame expired we contacted you via email and provided an estimate of end of June for shipping. On June 30th you emailed us the following.

   "You guys said that last month ... I'll be reporting you tomorrow . I'll also be disputing the transaction on my card . Reporting it as a fraudulent website and sending them your last 2 emails stating on both emails that you will ship next month"

  We immediately cancelled your order and refunded you. We are certainly not a scam company as we have been in business for over 13 years now. Unfortunately we encounter delays in the fulfillment process and we do our best to advise our customer of this. We apologize that our communication was perceived as fraudulent, as this was not our intention.
  

   

• Initial Complaint

  Date:06/05/2023

  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.

  accepted order with expedited shipping a week later no response from them I called and was told the part was on back order and would not be available until june 20

  Business Response

  Date: 06/05/2023

  We do apologize for the manufacturer's delay here.
  

  The availability of this part shows that it usually ships in 10 business days. This is advertised before the option to add to cart.

  We do not advertise this part as in stock.

  We did receive your cancellation request and are processing your refund.

   

• Initial Complaint

  Date:05/11/2023

  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.

  Ordered parts from PartsWarehouse.com; received confirmation of order; Order #*******. Tried contacting via telephone, ************ and call won't go through; sent text to ************; no response; sent email today, ************************ Credit card has been charged. Item has not been received.

  Business Response

  Date: 05/11/2023

  We apologize for the negative experience. The part ordered was listed as Usually Ships in 10 business days. Unfortunately the part is still currently backordered with the manufacturer. On 04/13/2023 we contact you via phone to advise of the continued delay and you terminated the call. Today you texted ** asking about the status of the order. It does take up to 24 to get a reply due to the volumes of calls and texts we receive. I am cancelling the order and issuing a full refund.

• Initial Complaint

  Date:05/01/2023

  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.

  On 4/27/23, I ordered an Oreck Relay Kit, ************* #********* for $68.92 + $11.98 shipping + $6.96 (8.6%) sales tax. An order confirmation was emailed the same day. First issue is that sales tax was charged on both the merchandise and the shipping charges. That is not correct. I guarantee that they will not remit the $1.03 sales tax collected on shipping to the ****************, because shipping is not taxed in AZ.The second issue is they charged my credit card in full on 4/28/23 and did not provide any evidence like an email with a tracking number to show that the item had shipped. On 4/29/23, I contacted the company by phone several times and was always asked to leave a message and someone would return my call. I did leave a message requesting a call back and after waiting an hour, I sent an email regarding not receiving tracking information and requested to cancel the order. I received a response stating that "due to manufacturing delays " they could not provide an estimate for when the product would ship (even though they already charged my credit card). The email stated that the order was still valid and to contact them if I still wanted to cancel. I already told them to cancel the order. And, the part I ordered is obsolete and is no longer being manufactured, so "manufacturing delays" are not possible. I again responded that I needed the order cancelled because I urgently needed the part and would have to order from a supplier who had the part in stock. Based on the company's name "**************", I assumed that they were a warehouse with parts in stock. They responded that my request was being forwarded to management. I just want them to cancel my order and reverse the charge on my credit card that should not have been made until the item shipped.I have attached a pdf of our email chain for your review.

  Business Response

  Date: 05/01/2023

  We do apologize for your negative experience. We did cancel the order and issued a full refund on 04/30/2023.

  As far as when the card was charged, we do charge the card at the time of the order NOT when the order ships. This is displayed in our terms and conditions. The part shows to be available in our OH facility and we would have been able to ship the order within a week.

  As far as tax on shipping it is required, and we do remit the shipping tax to the ***********.
  

  Customer Answer

  Date: 05/03/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/26/2023

  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.

  Submitted order on Feb 14th 2023. Received part of the order, haven't received the rest as of April 25th. I've called the published number several times, each time it goes straight to voicemail. I've left several voicemails with my phone number and order number or just order number, all are un-returned. Looks like I'm out the $153 from the part I've ordered and we've delayed fixing our dryer for 2months expecting an update any day.

  Business Response

  Date: 04/27/2023

  We do apologize for your experience. In every communication we provided an estimated ship date. I do show that we have returned your calls and left voicemails.

  The availability on our site shows that it usually ships in 10 business days. This is usually what occurs; however, the manufacturer has this part on back-order and continues to advise estimates as to when the part will be available. Unfortunately the *** part is still on back-order. We did receive your request to cancel the part and we did email advising that a full refund was issued.
  

• Initial Complaint

  Date:04/24/2023

  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 made and order with Parts Warehouse April 21st 2023 and my credit card was charged $117.24 that same day. Today, 4/24/2023 I received an email from **** at ****************** stating my order "has been identified as a possible fraudulent transaction." I emailed back, received no response. Called the number and extension listed on the email, no response. Have spent 2 hours calling Parts Warehouse to no avail. I need to know if I have been scammed. If the part I ordered is not available then I would like a refund.

  Business Response

  Date: 04/25/2023

  Anytime we receive an order with a mismatch to the ip address and different billing vs shipping addresses we try to reach that customer to ensure that it is not Fraud. This "customer" gave us a false phone number and is claiming they called back in, however they are calling from an international number. We do not dial out to international numbers, therefore we have no way to call them back. The "customer" is **** miles away from their billing address at the time of the order. The shipping address seems to be a freight forwarder in *******. Unfortunately we receive a lot of orders like these that end up being fraud and we are contacted by the real cardholders complaining and demanding refunds. This should not count against us as again it is part of our Fraud process.
  

   

  Business Response

  Date: 04/25/2023

  Since the order was identified as a possible fraud, and we cannot call the customer who seems to be outside ******* we have cancelled the order and issued a refund.