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:06/20/2024

  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 June 4th, 2024, I ordered a Kitchen Aid Dishwasher Detergent Dispenser, online from Genuine Appliance Parts Sales.On June 8th, I received this item.Subsequently, I did not use the part, and it is still in it's original package.On June 11th, I requested to return this part by clicking the Request Return button from within my order webpage.(This is in compliance with their Return/Refund Policy)I immediately received an email that indicated my order status had changed to [Return Started].I did not receive an authorization code or any other acknowledgement.On June 13th, I sent a follow-up email to [email protected] never did receive a response.On June 17th, I called their number **************, and got an automated message "We are unable to take your call at this time, please leave your name. number and a brief message".I did leave a message and also included my order#.I did not receive a call back or any other communication.I tried calling again on two more days, with the same response, nothing.Other than the initial automated email response, I have not been contacted in any way from Genuine Appliance Parts Sales.

  Business Response

  Date: 06/25/2024

  Hi *****, we show the same email as this complaint, and we show your automated return request, we see your confirmation was sent. Since you clearly have some kind of email spam filter, our emails are never seen or read.

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

  *************************************
  9131 W White ******* Ln
  ******, ************; 85383
  *************

  We have refunded all of your money. Our address is on the box, if you feel up to it, please return our merchandise.

   

  Thanks.

   

   

  DateJune 25, 2024 at 8:02:27 AM CDT
  
  Transaction *******************
  
  Gross amount-$104.12 USD
  
  Transaction statusCompleted
  
  Invoice *********

  Customer Answer

  Date: 06/27/2024

  [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. 

  I do see the refund to my account, thank you very much Genuine Appliance Parts.
  I will definitely ship the part back once I receive the box.
  
  Regarding the excuse about spam email:
  My email is standard Gmail which directs any suspect email to a spam folder.
  There is no automatic blocking or deleting.
  I read everything that goes to my Spam folder, there has not been anything for several weeks.
  The initial order confirmation and the shipping notice emails came through fine.

  Regards,
  
  *****

   

• Initial Complaint

  Date:06/07/2024

  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 ON-LINE ORDER ON 5/25/2024. CREDIT CARD CHARGED ON 5/27/2024 BY ******. NO CONFIRMATION E-MAIL FROM VENDOR ON THE ****** FOLLOW-UP PHONE CALL PLACED TO VENDOR ON STATUS OF ****** (ORDER NUMBER *******). LEFT PHONE MESSAGE FOR A RETURN CALL. RETURN PHONE CALL NEVER RECEIVED. FOLLOW UP E-MAIL SENT ON 6/7/2024. NO RESPONSE. PHONE NUMBER LISTED ON WEBSITE DOESN'T APPEAR TO EVER BE ANSWERED.

  Business Response

  Date: 06/25/2024

  Hi. I am still cleaning up after former manager, and the one before that.

   

  Anyways, it appears that this payment was reversed on June 3rd. 

   

  There is nothing else we can do here. 

   

  I'm retired, after 40 years, and I am so sorry that you had such a bad experience. I truly care.

  Hopefully the new people will continue with the tradition of excellent customer service that my family provided for 4 decades.
  

  Your responses
  June 3, 2024 at 11:33:47 AM CDT
  You have settled this chargeback with *********************** by issuing a refund.
  Refund amount:$295.87 USD
  Case details
  Case ID:
  ******************
  Disputed amount:

• Initial Complaint

  Date:05/27/2024

  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.

  PURCHASED WHIRLPOOL REFRIGENATOR ICE DISPENSER PURCHASE PRICE ****** WE HAVE CALEED CONSTANTALLY FOR MONTHS. SEND EMAILS AND ONLINE REPLACEMENT REQUEST. THE ICE DISPENSER IS CRACKED.THEY ARE NOT RESPONDING TO CALLS, EMAIL OR ON LINE REPLACMENT REQUEST.ORDER NUMBER: *******

  Business Response

  Date: 06/25/2024

  Greetings. Reviewing this order, it appears that it is from May of 2023, and we already have replaced this plastic part at no charge, even though our policy states otherwise. I can provide both tracking numbers.

   

  We do not offer a perpetual warranty where as long as you break the plastic within a year, you can keep getting free replacements, and as stated below, our policy on items like this are not warranteed beyond fit for the application, or initial shipping damge, where of course we would replace the damaged item.

   

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

   

  All parts carry a *One Year Replacement warranty. 
  *Warranty excludes glass parts, door handles, washer lids, washer door bellows or plastic items such as crisper pans or door bins. These items have "fit for a particular purpose" warranty, which means if the parts don't fit your model, they can be returned. 

• Initial Complaint

  Date:05/20/2024

  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 ordered a part from Genuine Appliance Parts Sales on 4 Apr 24. I realized I didn't need the part and coordinated for a return on 8 Apr 24 (before the package arrived). I returned the unused package back to the seller on 25 Apr 24. I have video proof that I that the box was returned in the exact condition it was sent and the was never fully opened. I cut one edge of the box tape to insert the return authorization paperwork. The package arrived at the seller's location on 29 Apr 24. I have contacted the seller via email and via phone on six separate occasions. The phones calls always go to voicemail and the emails have had no response. The charge through PayPal shows it was billed by Appliance Service Rescue. I have contacted that company as well and the call went to voicemail.

  Customer Answer

  Date: 06/04/2024

  [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. 

  The seller did reach out to me and refunded my purchase, so I am satisfied with the resolution of the complaint.

  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 2, 2024 I placed an order with genuineapplianceparts.com. I received the order in due time but realized it would not work for my washer. Following their instructions I found on their website, I filled out a return authorization form and sent it via email. I did not hear anything after a few weeks so I filled the form out again and sent it Via email. I still had no response after a week. so I have now called them three times and left three messages about requesting a return authorization and refund. As of today, I have still not received any communication or response from this business.

• Initial Complaint

  Date:05/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb-9 2024 I purchased a whirlpool oven part. I paid $218.55 plus $11.58 (5.30%) tax total was $230.13 The part never arrived. I tried to contact them more than 30 times, I tried differents options in there voice menu. I could never get a hold of anyone. I want to know why was my money taken from me without any product delivered to my house. I see the information in order is correct because I have a screen shot of the order. The order number is *******. I need help to get the money back. Just in case someone will suggest to try the webpage, that is even harder.

• Initial Complaint

  Date:05/10/2023

  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.

  On 4/25/23 I purchased fridge gaskets online from this vendor. Their description is incorrect and the wrong parts were sent. I have attempted 7 times to reach them by phone over a space of two weeks and have not received any replies. My request is authorization in writing to replace the incorrect parts for a refund.

  Business Response

  Date: 05/11/2023

  So sorry that you are having issues with returning these items. Reviewing your complaint, you said that you tried to reach ** by phone 7 times? Did you try simply clicking the "RETURNS"  link on the website, where you simply enter your order number and request a return and it's taken care of promptly? We also have this link on each line of your invoice we emailed to you- "REQUEST RETURN" is an option, down to an individual item,  Checking your order status, there has not been a request to return? In these times we are finding it nearly IMPOSSIBLE to get competent people to answer phones. As a result, things are moving towards automation. We thought we were keeping up with the times. 

  In any case, we have refunded your money in full, please don't bother with returning the incorrect part.

  Also, since the public will read this complaint, we want to make it clear that starting a return can be done with a few clicks of a mouse, rather than calling, sitting on hold, and waiting for who knows how long.

  Business is a challenge in normal times. These are certainly not those times.

  All the best to you and yours!