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:10/27/2023

  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.

  I bought a part for our lawn mower 9/15/23 and they immediately took our money out of the bank. We never did receive this item. I asked for a refund 10/20 and received an email back from them on 10/21 that a refund had been issued. I have never received that refund in the account it was stated for. I have emailed several more times since and no response.

  Business Response

  Date: 10/27/2023

  We are sorry to hear that the part/s you ordered did not arrive or was lost in shipping. We are showing that a claim was processed on 10/21/2023 and a full refund was issued on 10/26/2023. Depending on your financial institution you should see this reflection within 3-5 business days.

  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:09/10/2023

  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 paid for expedited/ quick shipping and they did not ship when stated and continue to delay with no response to my questions and complaints.

  Business Response

  Date: 09/11/2023

  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!
  
  The item you ordered was in stock at the time of the order however when fulfilling the order there was an inventory discrepancy and the item went to a temporary backorder status.
  
  We had to place an order with the manufacturer and have since received the part in our warehouse. You order was shipped on Friday September 8th and with the Expedited delivery method selected. You will receive this shipment within 3-4 Business Days. We have issued a refund for the full shipping cost due to the inventory discrepancy.
  
  Thank you for your patience with this matter and please know we do appreciate your business.

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

   

  Customer Answer

  Date: 09/11/2023

   
  
  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:08/21/2023

  Type:Sales and Advertising 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 July 16, 2023 I purchased an iPad 6th generation bundle ($173.00) from Groupon which operated as a 3rd party merchant for eReplacements. The device was described as refurbished in excellent cosmetic and functional condition. Upon receiving the device I noticed several dents and scratches leading me to request a refund. After several unsuccessful attempts to reach the merchant I was finally able to get in touch with a customer service representative via email who provided instructions for return. I shipped the device via FedEx on July 24, 2023; the device was delivered on July 28, 2023. I have been contacting eReplacements and Groupon via phone, chat, and email since August 1, 2023 to request an update on my refund and have yet to receive an update on my refund.

  Business Response

  Date: 08/18/2023

  We are very
  sorry to hear about your experience with Ereplacements LLC and we do apologize
  for any confusion. We are ********************* located in Midvale UT an entirely
  different company. I was able to locate the correct BBB website link provided below if
  you would like to post your complaint.
  
  *******************************************************************************************

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

  Business Response

  Date: 08/22/2023

  As previously explain we have nothing to do with Ereplacements LLC located in Grapevine, TX. We are an entirely different company called ********************* which is located in Midvale UT. We provided the link to the correct BBB website to where this customer should be posting the complaint.  We would greatly appreciate it if BBB support team could possibly directly this complaint to the appropriate company in question based on the screen shot the customer has provided. 
  
  *******************************************************************************************

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

  Customer Answer

  Date: 08/23/2023

  
  
  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:06/28/2023

  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.

  We originally placed an order on Feb 6, 2023. Our credit card was charged on Feb. 27. By April 12th we still had not received our order or heard from them. Emailed and called them again inquiring. No response back Emailed and called again on 5/2. Heard back that some items were back ordered. On May 27th I asked them to ship what they had at the moment. Still didn't receive our order or get a response from them. Reached out again on 6/13. They (******) said they would ship what they have and start the process to refund our credit card for the remaining items on backorder. Was told I would receive an email to verify the credit info. Never received an email in regards to our credit being put back on the card. Called and emailed on 6/26 inquiring about the credit. No response and still have not received our credit. We did finally receive a few of the items we ordered. I explained to them that I needed to have this closed by June 30th to close out our books. Today is 6/28 and I have not heard back from them. (on 3/22/23 they processed a refund for tax but no the back order items)

  Business Response

  Date: 06/29/2023

  We are sorry for the delay in responding. We are experiencing higher than usual e-mail volumes and are working to respond to all our inquiries as quickly as possible!
  
  Reviewing your order that was placed on Feb 27th, I am showing that this order was split to allow the ************** to ship, leaving the remaining backordered parts to be shipped once received at no additional cost. We do apologize for the miscommunication as indicate here your intention were to cancel the backordered parts and be refunded. I have cancelled all backordered parts. A refund has been issued on the amount of $71.52. You will receive email confirmation of this cancellation and this credit will be applied back onto your credit card within 2-3 business days.
  
  We appreciate your business and look forward to working with you again.

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

  Customer Answer

  Date: 06/29/2023

   
  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:04/17/2023

  Type:Sales and Advertising 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 handwheel item#**********. When I had received it was cracked in the middle. I had emailed a few times for a return label but I never got a reply. If someone could please help.

  Business Response

  Date: 04/18/2023

  We are truly sorry for the delay in responding and are working to respond to all of our inquiries as quickly as possible!
  
  We are sorry to hear that your part has arrived damaged. We have issued a full credit for the original amount paid. The refund can take anywhere from 3-5 business days to show back up in your credit card. In the meantime, to have another part shipped you would need to create a new order. By default, we are required to take another payment for the price of the part as well as the shipping, but like I said, within 3-5 business days you would have a full refund for the original amount and will compensate the new charge. Please discard the damage part this will not be required as a return.
  
  We apologize for the inconvenience
  
  If you have any questions or concerns, do not hesitate to write back.

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

   

  Customer Answer

  Date: 04/18/2023

   
  
  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:04/13/2023

  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.

  Ordered parts for a DeWalt Tool.They told me the item was on backorder. Looking online it seemed it was backordered from anyone so I ordered it since they said it would ship as soon as they received it. That was a month ago.My complaint is they billed my **** already for an item they don't have and don't know when/if they will get the part. Most companies will bill you once the item is shipped.I sent an email, (they claim you will receive a reply within 3 business days), and have not heard back.Tried to call by phone numerous times but they don't answer. Just send you around in a circle saying they have a higher than average volume of calls and to call back later.At this point, since I have heard nothing from them and can't get them on the phone, I would like to cancel the order and get my money refunded to my ****.Order number is ********.

  Business Response

  Date: 04/13/2023

  We are sorry for the delay in responding and are working to respond to all our inquiries as quickly as possible! Please let me explain why credit cards are processed at point of sale, because many of our orders involve special ordering items for customers, we require payment up front for all orders. Order payments can appear on credit card statements or online bank statements before an order is shipped. Orders can be canceled before they are shipped. Canceled orders are refunded in full, regardless of what was ordered.The purchase amount of the order will be returned to the ordering credit card.
  
  We are truly sorry to hear that you would like to cancel your order, but we certainly understand your frustration. Infrequent,manufacturers sometimes run out of an item entirely. An item is considered on back order if we don't have it in our warehouse, and if the manufacturer has also sold out of the item. If an item has sold out from the manufacturer, the most we can do is wait for the item's back ordered status to change and keep our customers informed of the situation. In many cases, it can take weeks or even months for manufacturers to release a backordered item. We make every effort to notify customers of backorders at the time of sale and continue to keep customers posted as the information is provided to us from the manufacturer.If an order for a back-ordered item is kept open, the back-ordered item will be shipped to the customer as soon as it arrives at our warehouse.
  
  Your order has been cancelled. The full purchase amount of the order will be returned to the ordering credit card. We appreciate your business and look forward to working with you again.

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

  Customer Answer

  Date: 04/14/2023

   
  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:04/11/2023

  Type:Sales and Advertising 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 made an order through what appeared to be online as ********* is a ********************** . After check out ii received An email from another source . I have followed up once and spoke to someone who said to keep waiting that my order was shipped . Nothing has arrived and now no one will answer the phone, call me back or reply to email .

  Business Response

  Date: 04/11/2023

  We are sorry for the delay in responding and we are working to respond to all of our inquiries as quickly as possible!
  
  Checking on your order ********, the statuses of your items are listed below.
  
  1 x P005001890 Purge Base Assembly - Shipped
  
  We are showing your order was shipped via **** First Class Flat mail delivery method on April 4th. With the delivery method selected shipment are typically delivery within 3-5 business days. We have issued a full refund.
  
  We thank you for your understanding and appreciate your business!

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

   

  Customer Answer

  Date: 04/11/2023

   
  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:04/05/2023

  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.

  On Sunday, December 6, 2020, @ 5:52 PM CST, I purchase a set of k**** for my stovetop, I received 1 k*** and have yet to receive the remaining 4 k**** I paid $45.23 for the set of 5 ****, My order number is ********. I have reached out on several occasions via email without success. I have attempted to contact the company via telephone on several occasions without success. In consideration of the ******19 outbreak, I waited patiently to receive the remaining 4 items. To date, I have not received the remaining portion of my order.

  Business Response

  Date: 04/06/2023

  We are sorry for the delay in responding and are working to respond to all our inquiries as quickly as possible.
  
  Reviewing your order ********, we are showing K*** Part Number: WPW10594481 $45.23/each was ordered and shipped. We do apologize for any confusing, we have confirmed and as indicated and imaged on our website this part is sold individually by Whirlpool and not as a kit. You would be required to order the quantity needed. Feel free to contact our customer ********************** department at the phone number below and one of our agents will be happy to place a new order for you to have the remaining part(s) needed.
  
  We appreciate your business and look forward to working with you again.

  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