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:12/31/2023

  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.

  Placed an order November 14 for parts to a bosch air compressor. Haven't received parts or any communication from them, what so ever. I have emailed them several times and tried to call them several times, to no avail.

  Business Response

  Date: 01/02/2024

  We are sorry for the delay in responding. We are experiencing higher than usual e-mail and call volumes and are working to respond to all of our inquiries as quickly as possible!
  
  We see that you've called us in the interim to have your concerns addressed. We are showing that this order was cancelled and a full refund has been issued.
  
  Thank you for your patience with this matter and please know we do appreciate your business.

  Thank you,
  Dispute Specialist
  www.ereplacementparts.com
  **************
  Daily 7am-12am EST
  
  

• Initial Complaint

  Date:12/31/2023

  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.

  Part I ordered was described as fitting my Porter Cable PCEG011 angle grinder, but it does not fit and my attempts to make a return and refund have been thwarted by the vendor's website process (it simply loops you around and around) and the inability to get any help via their phone number (every time I call I get a message that the call volume is so high that no one is available to help). This happens when I call the number in Utah and when I call a local area office in Lewisville, TX. Also, the website provides a method of sending an email, but they state that returns cannot be handled by email. This essentially leaves the customer without a method to make a return.

  Business Response

  Date: 01/02/2024

  We are sorry to hear that the part ordered was not a fit for your model. Based on the Model Number PCEG011 the part(s) shown on our website is Guard Part Number:N530141 or Guard, 115mm Type 1 Cutting N551980.
  
  **********************************************************************************************************************************
  
  The part ordered Guard 5140099-07 is described on our website as showing compatible with the models shown here;
  
  *****************************************************
  
  We have setup this return for you and have provided instructions via your email address. We appreciate your business and look forward to working with you again.

  Thank you,

  Dispute Specialist

  *************************
  ###-###-####
  Daily 7am-12am EST
  
  

  Customer Answer

  Date: 01/02/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Reading the vendor's response it sounds as if they are only planning on refunding the sales price of the item (a bit under $20).  It does not mention the price I paid for shipping ($10.99) nor my shipping cost to return it to an address that it did not originate from.  That most likely will cost me another $10.99 minimum.  Considering that they have another parts facility in Lewisville, Texas, which is not very far from my home and would be a lot less expensive to ship the part to, I would have paid almost $23 in shipping costs I would be out.  I would be willing to drive to their local location and deliver the part personally there if they will refund the price of the part and the shipping cost I initially incurred to get it here.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 01/04/2024

  We can understand the frustrations of returning parts. It is
  common for a lot of distributors centers to have different ship and return to
  locations and we apologize for the inconvenience. We show the order was placed
  not using a model number but with the general search we offer. When you search
  for parts this way, they are not guaranteed to fit, and we would not be at
  fault for it being the incorrect part. In this case, the customer is
  responsible for paying the freight cost to return the part and the shipping is nonrefundable.
  As a courtesy we have provided you with a prepaid label via your email and once
  returned a full refund will be issued.
  
  We thank you for your understanding and appreciate your
  business!

  Thank you,
  Dispute Specialist
  *************************
  ###-###-####
  Daily 7am-12am EST

  Customer Answer

  Date: 01/04/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:12/28/2023

  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.

  On the web site there is no indication how the order is shipped. The 1st time I ordered parts, **** was used to deliver. I give my physical address and **** doesn't deliver at that address. The last time I ordered I used my postal address, now fed ex is being used. Fed ex doesn't deliver to a po bx. Both times items were sent back. The 1st time the was shipped back took 2 wks to get. The second time the order is still in limbo, going on 3 weeks. Nobody seems to have the ability to make it right. I have called 6 times, each time the say they changed my address, so fed ex can deliver. I have a tracking number, fed ex doesn't have a clue about the number and when I call ereplacement they still have the wrong address on file for fed ex. The parts have been playing ping pong between fed ex and ereplacement. I'm getting tired, I will not be using ereplacemet any longer.

  Business Response

  Date: 01/02/2024

  We apologize for any confusion regarding the shipping method and delivery. Orders are now being drop shipped from our new location via ****** depending on the address provided it will be shipped either by Ground or Smartpost. Although this is a new process we do have a few bugs to work out and we appreciate your feed back. We're showing that all 3 of your ordered have been delivered along with a shipped credit applied for the inconvenience.

  Thank you for your patience with this matter and please know we do appreciate your business.

  Thank you,
  Dispute Specialist
  www.ereplacementparts.com
  **************
  Daily 7am-12am EST

• Initial Complaint

  Date:12/27/2023

  Type:Delivery 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 November 7th 2023, I ordered a crock-pot ceramic replacement part from ereplacementparts.com on their online store, as they were a certified dealer from Crock-pot's website (**************************************************). My order number from this purchase is ********, and I paid $41.36 ($22.60 plus tax and $15.38 in shipping). When I became concerned that my order might not arrive, I attempted to call the number provided in the email invoice I received, to which I reached a recorded message telling me that no one was able to take my call.
  
  Last week (12/20) I received a 1st class envelope (which undoubtedly cost less than the $15.38 in shipping) containing the wrong part - a plastic 'rigid carry handle' (part #************) of substantially less value. I immediately looked for an alternate phone number to reach them regarding this error, and got through to a customer service representative at ###-###-#### (online search). The representative told me they would send an alert to other members of the company about the mistake, that I may need to send the part back to them, and in order to send the correct part, I would need to re-order by giving my credit card number over the phone. I refused to order the part a second time, given the first order had not been resolved correctly. I am still waiting to hear from the company regarding the resolution of the wrong part they sent me, and whether I will be able to obtain the correct part I ordered.

  Business Response

  Date: 01/02/2024

  We are sorry to hear that the wrong part was shipped to you. We are showing that a claim was submitted with the warehouse. Please discard the incorrect part received as this is not required to be returned. A full refund has been issued. If you would like to proceed with these steps to get another part out to you, please call us toll free. We do not keep your credit card information on our records for your security so we will need to get this again to create the new order. Sorry for the inconvenience.

  Thank you,
  Dispute Specialist
  *************************
  ###-###-####
  Daily 7am-12am EST

  Customer Answer

  Date: 01/02/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/26/2023

  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.

  I placed order number ******** on 12/03/23. The order will ship by date is listed as N/A-order delayed. I sent 2 e-mails requesting a ship date which were ignored. I sent a 3rd e-mail via an online cancellation form and received no response. I informed ereplacementparts that I would pursue a consumer complaint if the charges to my credit card were not reversed as requested in the cancellation form. I tried contacting them by phone and got an automated message that no one was available to take my call.

  Business Response

  Date: 01/02/2024

  We are sorry for the delay in responding and your wait on these backordered parts. We are experiencing higher than usual e-mail volumes and are working to respond to all of our inquiries as quickly as possible! Per your request this order has been cancelled. A full refund has been issued.
  
  Thank you for your patience with this matter and please know we do appreciate your business.

  Thank you,
  Dispute Specialist
  www.ereplacementparts.com
  **************
  Daily 7am-12am EST
  
  

• Initial Complaint

  Date:12/19/2023

  Type:Delivery 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 11/21/23, I placed order # ******** for a replacement part and was charged $20.31 for the order. On 11/22/23, the total order amount was processed through my checking account and was paid in full. To date, (12/19/23) I have not receive my order. I have sent numerous emails through their customer ********************** email address and have not received any response. I have also attempted to contact them via their customer ********************** telephone number and waited on the line however no one ever responded. On more than one occasion the phone line was disconnected after waiting for someone to answer the line. At this point I would request a full refund and cancellation of this order. Please note that in the order line on my account it states no cancellations or refunds. This appeared after the order was placed. Thank you in advance for your assistance.***************************

  Business Response

  Date: 12/20/2023

  We are sorry for the delay in responding and that your order has not shipped within the time frame we anticipated. We are currently experiencing higher-than-normal wait times. Your order was cancelled, and a full refund has been issued.
  
  We apologize for the inconvenience.

  If you have any questions or concerns, do not hesitate to write back or give us a call at the number below.
  
  Thank you,
  Dispute Specialist
  www.ereplacementparts.com
  **************
  Daily 7am-12am EST

   

  Customer Answer

  Date: 01/08/2024

  I have not received my refund which ereplacementparts.com agreed to process within 2-3 business days from 12/21/23. To date the refund has not been received. I reached out to the company on more than one occasion , however they have not responded to my inquiries. 
  

  I am very disappointed and dissatisfied with the outcome.  I request that business refund my money and that the BBB assist in facilitating this transaction. 

  It should also be noted my order was cancelled.  

  ***********************;
  

  Business Response

  Date: 01/09/2024

  We are trying to refund your order in the amount of $20.81 for this cancelled order, but the transaction for the refund has come back as declined transaction. We do request that you give us a call to update the card as we are not able to complete that via email or if you would rather, we can mail you out a refund check to the address we have on file.

  Thank you,
  **************** 
  Dispute Specialist
  www.ereplacementparts.com
  **************
  Daily 7am-12am EST

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21030926
  
  I am rejecting this response because:

  I will not accept resolution to this complaint until payment has been made in full. I have made numerous requests to contact ereplacement parts.com customer **********************. I have called and waited upwards of e50 minutes on the telephone only to have the calls disconnected. I find it odd that despite having my contavt information on file , no one from ereplacement parts.com has reached out to me concerning a potential refund issue. The only correspondence received from ereplacement parts.com have been in response to BBB complaints.  I will not close or accept this resolution until I recieve a full refund.  A check can be mailed to my address that you have on file.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/10/2024

  We apologize for any inconvenience as we are experiencing higher than usual e-mail and call volumes. As requested a refund check will be mailed out.
  
  Thank you for your patience with this matter and please know we do appreciate your business.

  Thank you,
  Dispute Specialist
  www.ereplacementparts.com
  **************
  Daily 7am-12am EST

  Customer Answer

  Date: 01/17/2024

  As of 1/17/24, I have not received payment as noted in your response dated 1/10/24. I am not satisfied with the continued lack of progress and consumer disrespect your company displays. 

  I will not close my BBB complaint until my payment has been received. Further I plan to send copies of all of the BBB correspondence from you as well as my own to the ************************ in ********** of **** and  *********** for their review and investigation. 

  
  

  This is not primarily about the $20.81 your company owes but more so the total lack of regard your company displays. 

  
  

  ***********************;
  

• Initial Complaint

  Date:12/18/2023

  Type:Delivery 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 was placed November 14th. Was told it would ship in 3-5 days. After a week, I went back in to check and it said N/A - Order Delayed under the shipping info. I tried 3 times to contact the company to find out when/if it would ever ship with no response. It's been over a month, no communication, and no parts. I want a full refund.

  Business Response

  Date: 12/19/2023

  We are sorry for the delay in responding and that your order has not shipped within the time frame we anticipated. We are currently experiencing higher-than-normal wait times and are working to ************** received in our warehouse and shipped out to you as soon as possible. As requested your order has been cancelled and a full refund has been issued.
  
  Thank you for your patience with this matter and please know we do appreciate your business.

  Thank you, 
  Dispute Specialist
  www.ereplacementparts.com
  **************
  Daily 7am-12am EST

  Customer Answer

  Date: 12/20/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/08/2023

  Type:Delivery 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 placed an order on 11/13/23 for demolition hammer parts. I have not received the parts. Website says they are delayed and will ship in 3 to 5 days. However, this is what the website has said for 3 weeks. All I get is the automated email response. Through the information in the auto response, I cant cancel this order. I haven't received any response from an actual person and have not received a refund.

  Business Response

  Date: 12/08/2023

  We are sorry for the delay in responding. We are experiencing higher than usual e-mail volumes and are working to respond to all of our inquiries as quickly as possible! We are very sorry that your order has not shipped within the time frame we anticipated. We are currently experiencing higher-than-normal wait times and are working to ************** received in our warehouse and shipped out to you as soon as possible. Your order has been cancelled and a full refund has been issued.
  
  Thank you for your patience with this matter and please know we do appreciate your business.

  Thank you,
  Dispute Specialist
  www.ereplacementparts.com
  **************
  Daily 7am-12am EST

  Customer Answer

  Date: 12/08/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/25/2023

  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.

  Complaint to ********************** The cost: $438.63, includes $20.61 FedX shipping.Order placed: 10-30-23. Confirmation #********. Contact person: **** No response to calling phone number in ******* ** *****. Same recording as previous complaints. **** stated ***** for delivery. No email, no response to numerous phone calls and no option for leaving a voice message. 24 days was 11-21-23. Do not respond to emails. They have my phone number.

  Business Response

  Date: 11/27/2023

  We are sorry for the delay in responding. We are experiencing higher than usual e-mail and call volumes are working to respond to all of our inquiries as quickly as possible! We do apologize for your wait on this backordered item however we have been advised this part is currently on a Factory Backorder with no lead time provided. Please know we are truly at the mercy of the manufacturers. We do contact the manufacturer monthly for any new information which we will keep you posted as this information is provided to us. I do sincerely apologize for the inconvenience. You may feel free to cancel at anytime, but I can also keep the order open should you rather want to wait.
  
  Thank you for your patience with this matter and please know we do appreciate your business.

  Thank you,

   Dispute Specialist

  www.ereplacementparts.com
  **************
  Daily 7am-12am EST

• Initial Complaint

  Date:10/28/2023

  Type:Sales and Advertising 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 a part on 10/4/2023. Order # ********. On October 13 they sent an email telling me they had to order directly from the manufacture. After no more responses or part, I emailed them on 10/25 to cancel my order and refund my money. I never received any further communication or a refund, so I sent another email on 10/27 requesting a refund. I have still not received any communication or refund.

  Business Response

  Date: 10/30/2023

  We are very sorry, as it is possible you might have missed our systematic email reply. The reply did indicate how to complete a cancellation request online with our self-service option.
  
  Your order has been cancelled and a full refund has been issued. We apologize for the inconvenience.
  
  If you have any questions or concerns, do not hesitate to write back or give us a call at the number below.
  
  Thank you,
  Dispute Specialist
  www.ereplacementparts.com
  **************
  Daily 7am-12am EST