Genuine Replacement Parts reviews and complaints

I bought a part from Genuine Replacement Parts. I returned the part to the them, as instructed and unopened, but they have refused to refund my money. I bought a part from Genuine Replacement Parts ("GRP") for my washer. Included in the package they shipped to me was a return shipping label. I returned the part to GRP unopened and unused, using the return shipping label GRP included in the package. I decided to reach out to them through email, when I did not receive any refund. GRP is refusing to refund my money, claiming that I shipped the part to a wrong address and that I did not obtain Returned Merchandise Authorization (RMA) before retuning the part. I told them the return had already been authorized because they included a return shipping label in the part they shipped to me and that the return label requires the part be returned to an address in El Paso, TX. I told GRP that they created the return shipping label and that they decided El Paso, TX as the location the part was to be returned to. They responded stating as follows: "The part was sent to El Paso, TX, and was most likely inspected by a Frigidaire tech and then disposed of." I responded that I did not just decide to ship the part to El Paso, TX; but that their return shipping label listed the El Paso address; and that UPS delivered it to the address in the return shipping label GRP created. Then, they asked me to contact UPS for proof of delivery. I did just that and sent the proof to them. Then they retorted to their line of defense that I shipped the part to a wrong address even though that was the address they listed in the return shipping label they created. They did not deny that they created the return shipping label, but kept insisting that I shipped the part to a wrong address. GRP is refusing to refund my money.

On 12/12 my wife ordered from Genuine Replacement Parts, A crisper pan for our Kitchen Aid microwave/convection oven combo. She had gotten the part number(W10187336a) from the owners manual provided with the unit which was purchased 6 years ago. The total cost was $52.75 which included tax and $7.52 for shipping. When the order arrived and we opened the box, We discovered the crisper pan we received was incorrect due the part # label on the outside of the box was different (W10367384) and the pan was smaller with dimensions of 12" in diameter and 1" deep when it should of been 12 /1/4" by 1 1/2". After contacting Genuine Replacement parts and providing as they requested, several pictures of the part I received and the box it came in, pictures of the microwave serial and model number, and measurements of the part I received. After replying to 12 e-mails from 8 different people mostly wanting the same information over a period of 5 days, I finally received instructions for sending the part back. Unfortunately these instructions did not include a return label. I would have to pay to ship the item back and wait for a quality inspection team to inspect the returned item and then pay a restocking fee of up to 25%. Because of their error, I had to pay to have the wrong item shipped to me, now they want me to pay to ship it back, and pay a restocking fee. My RMA # is 3366189 and the incident # is 415713. I have asked by e-mail several times to have a return label sent to me and to have the restocking fee waved but all I get in return is their claim I ordered the wrong item for my unit which does not make sense since the did not send me the item I ordered or were not trying to send me the right one. All I wanted was to send the wrongly shipped item back with a provided shipping label and get a full refund back.

I called and spoke with a rep and was referred to a part for purchase. The part arrived and does not fit. I have contacted too many times for a return I called on Dec. 29th, 2020 for a part for my Samsung referigerator RFG293HARS ( I called personally because their website has a part number listed twice with two different descriptions and amounts). I ordered the recommended part. The part arrived and does not fit. I called the same day of arrival and no answer from the customer service phone number or live chat, so I emailed (my only remaining option). I have received emails back from three different reps; ***, *** and ***. I was told I didn't order the right part! I called and a rep gave me that part number. I sent required photos - oddly the packaged bubble wrap has two totally different model numbers listed on it. I was sent an email about return instructions, but No RMA number was sent (required). I emailed again, again, and different people reply with no concerns or RMA addressed. I have the return policies. All I want is an authorized RMA with a prepaid label (as I ordered what was recommended for my refrigerator model) for a replacement and/or total refund. I am frustrated as this has not been resolved or countless emails.It is so frustrating! I do not feel I am being treated fairly. Brandon even replied in his email "to order the correct part next time for my model number". Hello, I had my model number and gave it to the rep. I cannot control what they sent but it doesn't fit and I want a prepaid label to return (as this was sent to me in error by Genuine Replacement Parts) for a full refund or replacement that works. My order number was XXXXXXX for a bottom right bin cover for a Samsung refrigerator model RFG293HARS. The incident number for my email is XXXXXX. I have more photos and emailed documents but could not attach them all if you need for review.

Returned new, unused refrigerator part, and refund denied. Company stated part was "used" and had "markings" on it which was basis for denial. Ordered refrigerator ice maker auger motor for my Kitchen Aid refrig, model # KSRS25lKSS01 on 2/25, for the price of $122.89 plus tax and shipping, totaling $140.60. Paid on-line with my MC debit card. Purchase order # XXXXXXX. When the new motor arrived, I compared it to my old, removed original motor, and noted that it did not match the mounting screw holes as on the original, mounting base. It was apparently NOT the OEM part for the ice auger. I then decided to try and restore my original motor to operate. I was eventuallyt successful to unsieze the motor. I then contacted GPR to get RMA for return of the new/unused motor. I sent multiple photos of the part for return and refund, with copy of the paid customer invoice, and explained to Caitlin that it was the incorrect part and that I was able to restore function to my old motor, not needing to replace the motor. l was approved to send back the new motor to GRP, and mailed it back on 3/10. The return was received by GRP on 3/16, but did not hear from them for some time. I called and they stated the part had to be inspected by the warehouse. I called again on 4/6 and was told via e-mail that my return was rejected stating that it was received with markings from installation or attempted installation, and is no longer in "new" condition. They refused to issue a refund. Instead they offered to send back the part for a fee of $21.60! On 4/7, I called to speak with a supervisor-***, but was unavailable- left message to have him call to discuss the matter, but have not received a call back. Called on 4/8, customer service rep stated that *** was in a meeting, but left an e-mail. Checked my phone, but no e-mail was received, the rep read my the e-mail on her computer, which reiterated the above decision.

I ordered a part that had a misleading image for part I needed. I asked for a refund and for me to get a refund I had to send pictures of the item? I ordered a part on this website. The part had 2 images, one was the part from one side, and the other was a schematic that indicated the correct part. When I received the item, the opposite side (not shown in the picture online) was not correct, but the other side was, the schematic in the picture was correct matching my part too. I let the company know of the issue, when I went to return the part, they had updated their site to match the correct part that was shipped and changed the price. They said they would return the part if I sent them pictures of the part they sent, and that is all I thought they wanted. It was a weird request, but I still did it, then they said they wanted to see the serial number tag of my washer, I don't think that is any of their business considering the scenario at hand. Their part was described wrong on their website but they want to see my washer number to be sure? If I'm asking for a refund, I'm a customer, I should be able to get a refund even if my part was correct and I just found another part cheaper somewhere else. I did not install the part. It was just taken out of the bag and then realized it was not correct. When my wife called to confront them about this, she was already upset because of the length we were having to go to get a refund on this 30 dollar part. She called and told them the scenario and they still did not want to issue the refund. They said they sent the correct part for our washer. This is not professional or how you work with customers. My wife then was very upset and then put on hold where she was then hung up on. I got an email from the company later saying that, because of my wife being upset, they were locking me out of their system and I would not get any responses or refunds. If this wasn't a 30 dollar part. I would sue.

Wouldn't honor return policy. Wrong part number on their website. Called within minutes of ordering to cancel and refused to cancel. Hello, I apologize about this but upon requesting for a return for you I noticed the price is under $30. We can not accept returns under $30. The reason is that we do hold a small restocking fee and the customer is responsible for the return shipping cost. We would hate for you to spend more on returning the part and only get a partial refund. Please see our return policy: https://www.genuinereplacementparts.com/policies.php?return_policies "We do not accept returns for any items valued under $30.00. We do not cover the cost of shipping nor refund any shipping costs for the return of non defective items." Respectfully, - *** Our Hours of Operation: We are open from 8AM until 4:30PM CST, Monday Through Friday to request to cancel: Hello, We have just heard back from our warehouse and your order was not able to be cancelled. The order was processed for shipping, and once this happens, the order can not be stopped. Once the order arrives you may send it back for a refund. Please do not refuse the package as this will delay the refund process. Let us know when you are ready to return the part and we will send you detailed return instructions. Thank you, And; Hello, I apologize about this but upon requesting for a return for you I noticed the price is under $30. We can not accept returns under $30. The reason is that we do hold a small restocking fee and the customer is responsible for the return shipping cost. We would hate for you to spend more on returning the part and only get a partial refund. Please see our return policy: https://www.genuinereplacementparts.com/policies.php?return_policies "We do not accept returns for any items valued under $30.00. We do not cover the cost of shipping nor refund any shipping costs for the return of non defective items." Respectfully, - *** Our Hours of Operation: We are open from 8AM until 4:30PM CST, Monday Through Friday TOTAL GARBAGE. do t care about the 20 bucks just hate liars and thieves.

I ordered and received a damaged refrigerator part. After 11 days, I am still unable to get any response from customer service to resolve this issue. I ordered a defrost heating element for a refrigerator on 6/8 via the seller's website. Total bill was $78.71 and was paid for via my Citiband/AT&T Universal Card. Website said it would be delivered on Wed 6/10 via FedEx Ground. The first red flags went up when I received receipt incorrectly showing shipping address as billing address and billing my office instead of me personally. More red flags when part arrived a day late, and via UPS Ground. (I have no complaints with regards to this only that it was misrepresented.) Part arrived at 12:05 on 6/11. I immediately opened and inspected the part. The part arrived in the original Whirlpool box still sealed in the original brown tape. This box was placed inside a UPS Express Tube by the seller/shipper. All packages were in pristine condition upon arrival. The part is a heating element, which is enclosed in a glass tube. The reason the part arrived damaged is that the part was wrapped in bubble-wrap and placed in the Whirpool carton (by Whirlpool) and most of the bubble-wrap contained no air. Within 45 minutes of receiving the package I tried to contact the seller by phone, online chat, and sent emails (along with photographs) to two different email addresses. The customer service email on their website differs from the customer service email they give you while waiting endlessly to get through via their telephone line. After 11 days of trying to reach the seller by phone, and email, I have yet to reach anyone or elicit any type of response. I do however, believe they are aware of the situation because I checked the UPS Tracking info on this package a few days ago, and noticed that they apparently have filed a claim with UPS. UPS tracking info shows that I (receiver) reported damage, but I only reported to seller. I never contacted UPS nor do I believe UPS is responsible for the damage. I have attached receipt, photographs screenshots of emails etc all in one PDF file for your reference.

Genuine Replacement Parts is taking advantage of customers by raising shipping costs AFTER sale is completed and making it difficult to return items. I had a broken oven door. I ordered two parts from them on separate invoices to do the repair job. One item was received but the other did not. When I called to see what was happening, they were holding on to the part until I would pay an additional $85.59 for shipping. On their web site I purchased that item and paid shipping. This unposted charge was added AFTER the sale. Due to this being outrageous they offered to fully refund this invoice, which they did. I ordered the parts I needed from another supplier so I could have all items from once single supplier to avoid future issues. I asked them for a return label for the other item I had received. They are declining to do so and are sending me unreasonable instructions for returning the item to a different third party. I never agreed to this return policy nor were they able to produce anything showing that I had agreed to it. Here are some of the details from their emailed return instructions: "PLEASE DO NOT DEFACE/WRITE ON THE MANUFACTURER SHIPPING BOX! If you need to wrap the box in plain wrapping paper, please do so to protect the manufacturing shipping box! All returns must be properly packaged and shipped to protect the value of the returned products and all items must be returned in saleable condition, packed in the original box with sufficient packaging materials. "Keep the manufacturer packaging in decent condition for returns. The use of USPS tape, duct tape, writing with sharpies, etc, will make the boxes unable to be resold and will result in denial of your return and refund." Many of those details are unusual and since I opened the box already to check the contents there is no way to meet these conditions after the fact. The return issue is related to invoice XXXXXXX. This has not yet been refunded. The scam involving raising shipping is related to invoice XXXXXXX. This was already refunded. I tried to resolve this with them (case XXXXXX) several times and they won't even allow me to escalate to the case to a decision maker.

The company advertised a replacement part as in stock and available at a specified price. The did not honor their own price. The company advertised a replacement part as in stock and available for 2-day FedEx shipment at a specified price of $41.89. I ordered the part, and received confirmation of the order. My invoice # is XXXXXXX confirmation is dated Jul. 11, 2020. On July 15, while awaiting the part's arrival via "2-day shipment," I received a notice that my order had been canceled by the company "due to an inventory discrepancy." The email stated that a "refund has been processed and may take your bank 3-5 days to issue." Further, the email stated that "the part should be available for reorder within 24 hours." I believed that this issue was likely that the part was briefly out of stock or delayed. But I checked the website to check on availability. Imagine my surprise when I saw that it was listed as in stock, and available, at a new price of $137.89. I addressed this issue with customer service, via email, on July 15. I requested that the company honor its original advertised price. I was told that my matter would be sent to the "escalation team" and was given a phone number to follow up. When I phoned, my call was answered on what appeared to be a general customer service line. I advised that I was seeking the escalation team, and provided my original invoice number as requested (not the assigned case number). I was placed on hold, then the same person came back and advised that no further action would be taken. I again requested that as a matter of good customer service and transparency that the company honor their original purchase terms - as is routinely done when a pricing error has occurred. (Most establishments honor the price for transactions in process, then correct the error for future customers). The customer service confirmed that "a mistake" had occurred in their pricing (not with their inventory), but refused to honor the original price or to even provide a discount on purchase at the new price based upon delay and inconvenience. I am now starting over 5 days later, searching for a replacement part. This delay has caused significant inconvenience.

Company is not giving refund in a timely manner. On August 19, I placed an order for several parts. On August 25, my order was tracked as "out for delivery" at 9:07am. At 9:35am the package tracking stated, "Returned to Sender". Some time after 10am when I realized there was an issue I called UPS and asked them what is happening to my package. UPS stated, that I refused the package. I immediately corrected them telling them that no UPS driver came to my door and that I have camera's to prove this case. Then the UPS representative corrected their statement and said, that in the notes it shows that the package was damaged and unable to deliver and UPS made the call to return it. I contacted the GRP and explained the situation and ask them to cancel my order, due to another issue I was having with an other parts supplier, but that I needed to replace an order for 1 part. After several phone calls and several hours of emailing with both GRP and UPS, GRP is still holding my refund even though I never touched the package claiming they need to wait until it gets back to their warehouse. GRP is also claiming that I refused the package even though I did not and after speaking to UPS, UPS advised that if GRP is only looking at their online portal they will see that is says refused only because their is not another option to pick but a phone call to UPS from GPR would clear up the misunderstanding. GRP is refusing to make that call to UPS and ultimately forcing me to wait until the package is returned to their warehouse and inspected? As of today, the expected date by UPS to arrive at GRP warehouse is Sept 2, 2020 and this does not even calculate the expected time frame for which I can actually get the refund. In the meantime I can not reorder parts or get my stove fixed so that I can cook for my family because these funds are in limbo. This is not acceptable given that I never touched their package or even laid eyes on it. And according to UPS a simple phone call to UPS would clear up the situation. But it seems GRP does not like using the phone as I have not been able to contact anyone through their phone system nor have they even called me back. I am very unhappy and will not use them again.

I returned an uninstalled part to GRP following strict RULES to protect return using priority 3-day. No response for 3 wks. Returned an Unused Transformer to Genuine Replacement Parts following strict guidelines including double boxing original box in bubble wrap and a 2nd box to protect the return. I sent priority mail and heard nothing back for 3 weeks from any GRP rep. So after several attempts for 3 weeks to get a response a guy name *** got back to me. He told me the people in the warehouse were disorganized. Finally, on July 1, *** contacted me and I quote, "Please allow up to 30 business days from the time item is received and inspected to process the return. As we are experiencing delays" Finally, they refused a credit of $230 plus $50 shipping because they said it had some scratches on terminal. The transformer sent was never installed so I'm not sure how scratches appeared. They sent pictures and no scratches showed up on photos. GRP photos of the returned transformer they took. Email excerpt from GRP: Frustrated with the poor customer service I asked them to return the unused transformer I sent to them. Picture of transformer I sent back below. Instead the transformer they returned was severely damaged and not the new unused item I sent to GRP. The returned transformer metal case for mounting was bent, gorged with scratches and looked liked someone from GRP pulled it from the trash pile and mail it to me. See pictures below of what I received. hoping I'd be an idiot not to recognize it from the transformer I actually sent. My opinion is the GRP warehouse and company used fraudulent practices in working through my request for credit on the unused transformer I returned for credit. That is why I spent $50 shipping because I was confident my refund would be approved. I honestly expected a fair resolution but instead was treated unprofessionally by the customer support. When they charged me $22 shipping on the return of a transformer that was not the one I sent priority mail with care with another transformer that's trashed and unusable even if it was needed in the future. Your help is appreciated. *** Attached: Photo 1 - my pic of item I returned Photo 2 - GRP photo of item they received indicated scratch on terminal Photos 3-5- pics of item returned to me with extensive damage. This was not the transformer I sent for credit. See other photos to compare. Clear bait and switch by GRP. Spent $230 part and $72 shipping to GRP and returned. Invoice available

Sent replacement part that was not what was ordered. Being charged to return and not refunded shipping plus being charged restock fee. I ordered a Deli Crisper Drawer for a GE side by side refrigerator from Genuine Replacement Parts. What I received was a Snack Pan which is much smaller than the Deli Crisper Drawer. There was no packing information in the box. Just the drawer and bubble wrap and loosely taped. I emailed them 3/30 to tell them this is the wrong drawer. I was told to send pictures and part number from the outside of the box or the packing information in the box (which I did not receive). I immediately sent them all the information. They wrote back twice asking again for the part number. which I had already sent and resent. They wrote back a day later saying the part I ordered is no longer being stocked and they sent this in place of it. I told them I do not want this part as it does not fit the space and send me a shipping label to return. They responded with the fact I have to pay for shipping AND insure it, track it and I am to inform them when they have received it! They will not pay refund original shipping fees or shipping fees to return it. Also per the terms and conditions of returns, they can charge up to a 25% restocking fee and they will determine at the time it is received of my final refund. I wrote to *** the person approving my ability to return the item, about those issues. Here is her response: Mrs., I have looked further into this for you and it also looks like you did not order by a model number. You ordered by a part number. I have determined that the part you ordered is also not compatible for your model number. I have attached that verification for you to this email for your reference. This is why we will not be able to provide you a label to send this back. We also do have a call center. You can reach us in office between 8am-4:45pm central time. In addition, the restock fee is typically not that high. In this case, the restock fee would be $5 and the original shipping charges are non refundable. Respectfully, - *** When I ordered the product, it asked for a model number for the refrigerator and it generated a part number and a picture of the drawer. I attached a screenshot she sent me as well as the original confirmation order and all the email correspondences (I could only attach 3 emails as there was only 5 attachment buttons but I can send the remaining at your request). I'm not sure where this screen shot is from, but I do not remember seeing the red notation that it is not compatible. If I had, I would not have ordered it! They should have contacted me and told me the Snack Pan would be sent in lieu of the Deli Crisper Drawer due to it no longer being in stock so I could make the decision if I wanted the alternate product which I would not have. They sent me a confirmation for the product I ordered. If this was no longer in stock, then why would I get a confirmation order for the correct product?

Company shipped part even after my cancelation request; Sent me the wrong part; I had to pay for return shipping Ordered a heating baking element online (don't have the part# but it a Hiddend Heating Element for my Whirpool WFE540H0ES0 electric range oven) (ord# XXXXXXX;) on Christmas Day (XXXX). I called to cancel on the next business day Monday, Dec XX XXXX approx 1010am & spoke with Caitlin. Caitlin said she would send email to warehouse to cancel. I called @ 8am to speak to someone but the recording stated they opened @ 9am CSTthat's 10am on the east coast. However, their emails state their hours of operation are 8am-430pm CST. Later in the day (approx 146pm) I received an email from "Lily" that the shipment had already processed for shipping and could not be stopped/canceled (Incident #XXXXXX Cancel order). On 12/31 I called to inquire about returning the part. No one answered. The voice recording advised to hold and wait for a live rep. Nothing. I called several times after that to the point that the greeting was changed to something along the words of "no one is available now, call back later...and hung up! I sent and email inquire about the return process and on 12/31 I received the following email from Caitlin "Per our return policy, shipping charges are not refundable unless there is a packaging error (wrong or damaged part). We have also charged a restocking fee, we reserve the right to charge a 25% restocking fee, but we usually do not charge the full amount." This part I understand, however, their return policy also indicates "SHIPPING CHARGES We will not refund original shipping fees unless a part was sent in error, damaged, or defective." The keywords here are "SENT IN ERROR." The grandest issue here is, although the order could not be stopped in time, I STILL RECEIVED THE WRONG PART! When the package was delivered, I saw the packing slip and the content was a RANGE SIDE PANELpart#WPWXXXXXXXX. This is NOT what I ordered. Remember, at the beginning I said I ordered a BAKING HEATING ELEMENT. I mentioned this to one of the reps that I was emailing, (Brandon, Ellie, Caitlin) can't remember who exactly and still, I GOT STUCK WITH SHIPPING THE ITEM BACK ($29 via UPS ground). Why would I order a SIDE PANEL ?!?!?! Yes, people make mistakes, however I verified my order before I checked out. The company did authorize my return & provided a RMA#. A few weeks later, Jan 27, 2021, I received an email from GRPs accounting dept stating I was refunded $55.45. Out of the $67.44 I paid for a part I didn't receive, they kept $11.99which most likely is a restocking fee. The bottom line is that I paid for return shipping & lost money on a restocking fee for an incorrect part they shipped to me. Again, I know what I ordered and I made sure the correct part is being ordered before I click on the Checkout button, . I looked today (Jan 28, 2021) on their website and the part I ordered (HIDDEN HEATING ELEMENT) is not showing up. This is no way of treating new customers (any customers) in a way that it's impossible to speak to someone live, and an online system which alters an order and the company ships the incorrect part. That's not right!

Suspicious business practices involving incompetent employees who have no interest to assist on a sale gone horribly bad. A refund chance seems ZERO. Genuine Replacement Parts located at *** W. *** #241 Mary Esther, FL XXXXX has no interest in assisting with a sale that went horribly bad because of their incompetent employees and the prospect of receiving a full refund seems highly unlikely. To begin, I live in North Carolina and found genuinereplacementparts.com after doing a Google search. On Tuesday March 3rd at 12:12 pm I called XXX-XXX-XXXX to obtain more information about a product on the GRP web-site. I explained to ***, the service rep who answered the call, that I wanted to purchase a Jenn Air burner cartridge and the product information on their web-site was vague and that I wanted more clarification. I gave *** the serial number of what appeared on their web-site to be a *** Air burner cartridge. 4 minutes later after concluding the phone call with *** and at 12:24 pm I placed an order for $188.82 on the GRP web-site and used PayPal as a form of payment. After purchasing the item, I then returned back to the product page, and with closer examination determined that it may not be my desired item. 18 minutes after placing the order, I called GRP and told *** I wanted to cancel the order. She refused my request. Then, the situation became much worse. I opened the email payment receipt and saw that the address GRP inserted into the shipping address was *** Creek Pkwy, Winston-Salem NC XXXXX. I'm saying they inserted it because this address has never been associated with me. I'm self employed and work from home. I don't work at *** Creek Pkwy. This address is not listed in my Chrome browser auto fill addresses (see attached image) and the address is not listed in my PayPal account. (see attached image). The insertion of the bogus address occurred on what I call server side or on their server, their programming code and their data base. It definitely did not occur on my end. The address that GRP inserted belongs to Hanes Mall which has 200 stores. I called Hanes mall today to see if the package could be flagged for my me to pick-up. According to ***, who works in the mall office, "Each store has a suite number and the mall office has a suite number too". *** further said "With such a vague address, and no suite number, it will be impossible to flag the package for me to pick-up". So now my situation is that I will loose my $188.82 because GRP created a circumstance where the package could be easily lost. GRP has offered no assistance. *** could have circumvented this whole catastrophe if she had told me during the 6 minute phone conversation that the item she and I were seeing WAS NOT a cartridge burner, but she did not. It would have been an easy thing to cancel the order, but they refused. Their payment receipt sent to me has no shipping or tracking information. Their payment receipt also indicates that then intend to charge me a restocking Fee!?! The address GRP chose to mail the package to will cause the package to be easily lost. Their lack of support or customer service gives the impression that they have no intention of refunding my entire payment even if the package is found intact. I feel that the whole situation was a set-up from beginning to end and that I've been part of a scam. I wish that I had checked the reviews on this company before purchasing. They have an extremely bad reputation on the internet (1.5 stars out of 5 - see attached Google reviews). They seem to be people who don't care what happens to a customer and they will probably give you the same treatment.

Incorrectly supplied product not matching ordered part or substitution part number. I wish I would have gone to the Complaintsboard.com before buying here. Every word of the complaint that the Complaintsboard.com sent in its letter to the business is still accurate 2 years later. This complaint refers to order #XXXXXXX for whirlpool part number wXXXXXXXX. It is a water tube that supplies water to the ice maker on a refrigerator. I had done some research online prior to ordering this part and found that whirlpool started making a substitute part number #WPW10238092 (which eliminated the elbow that blew apart on my fridge, must have been a common problem). I found that this business was supplying part number wXXXXXXXX for around $10 cheaper than what I could find part WPWXXXXXXXX. So I figured for that price difference I'd take either the old part as advertised (wXXXXXXXX) or the substitute part WPWXXXXXXXX. The website seemed legit, it had 3 ways to contact customer service in event of a problem and had quick shipping. Only then did the fun begin. I was sitting in my living room when I hear a CLUNK and a doorbell ring. I go out to my porch and find a monstrosity of a device with a crank. Note that this part was not shipped in a box, it was just poorly wrapped in bubble wrap with the shipping label stapled in cardboard hanging around the middle. This parts shipping label said it was the substitute part, part WPWXXXXXXXX, but it was clearly NOT a water tube. I carefully peeled away part of the bubble wrap that looked like it had a part number on it and found it was labeled as "southern motion" and part number "SMXXXXXXXXXXXX". A quick google search found that southern motion is a furniture manufacturer, which is a far cry from a refrigerator. So I think "OK mistakes happen, I'll just go on the convenient live chat option and get this sorted out". So I click on the live chat button at about 12:00 noon CST and it says "live chat offline, we are normally here 9am -4pm CST". Last time I checked 12 noon is between 9 and 4. I tried to access the live chat feature many times over the course of this event and never had success reaching anyone live. So I thought "I'll just call them". 45 minutes later on hold listening to the voice say "you can reach us by email at ***@genparts.net", I hung up and emailed them. Little did I know that despite the voice saying this email address, it was not the correct email address. The correct email address is ***@genuinereplacementparts.com. I don't think I would have figured this out if they hadn't sent an email telling me they shipped the part, so I guess kudos for that? They asked for pictures of the part I received and I sent them pictures clearly showing that even though their shipping label says they sent part number WPWXXXXXXXX that what was actually in the bubble wrap was the southern motion furniture part. At first, it seemed like the process was working (even though their operations apparently only call for emails to be responded to once a day between 11pm and midnight, which really made for a drawn out discussion), Eric asked if I would like a refund or replacement. Still thinking "accidents happen", I said go ahead and send a replacement. Then I get an email saying "We have determined upon discussion with the manufacturer that you were shipped a substitute part". No, I would have been fine had it been the correct substitute part but the issue was it wasn't. I don't know on what planet a part for a piece of furniture serves as a water tube for a fridge. After this I was frustrated and bought the part from a different supplier and emailed them a picture showing them they sent the wrong part. They said they are following up with their warehouse and I gave them a deadline of today before filing the complaint. It has been nearly a week, if it takes that long to communicate with their warehouse, they have serious issues. I want a refund ASAP. No business should be allowed to operate this way.

would like a complete refund...I don't know what else to say. Give me back my money. We returned it brand new & unopened. This isn't so much about mo This is the original email and date shown here from 8.5.2020 From: GRP Support Date: Wed, Aug 5, 2020 at 11:02 AM To: *** PLEASE DO NOT DEFACE/WRITE ON THE MANUFACTURER SHIPPING BOX! ncident #XXXXXX Return Request Order #XXXXXXX Inbox GRP Support Mon, Aug 31, 10:15 PM to *** Hello, Thank you for getting back to us with the tracking info! Once the part arrives, it will go though the inspection process as stated in the return instructions: "Once your return has been received, our warehouse will inspect the item(s) to make sure it complies with our Return Policy. Please allow up to 15 business days from the time item is received and inspected to process the return. As we are experiencing delays" Once the part completes the inspection and checks out, we can issue a refund. Email us in 15 business days so that we can check on the status of the return. Please bear with us as we wait for the part to arrive to begin the process. Thank you - *** Our Hours of Operation: We are open from 8AM until 4:30PM CST, Monday Through Friday If you need to wrap the box in plain wrapping paper, please do so to protect the manufacturing shipping box! PLEASE READ OUR RETURN POLICY AS PUBLISHED ON OUR WEBSITE FOR MORE INFO. www.GenuineReplacementParts.com/policies.php?return_policies RE: PO # XXXXXXX Hello, Your return request has been pre-approved. You will need to include a copy of your invoice and/or a copy of the packing slip (if provided originally) that came with the shipment in the box. If you do not have a packing slip or invoice, you can write your name, address, phone number, order number, and RMA number on sheet of paper and include it inside the box. Please obtain a tracking number for your return shipment and email that information to us so that we can also track your return shipment. The return address is: ATTN: Warranty Dept/Returns Dept RMA#X-XXXXX Address - *** INDUSTRIAL *** SUITE F *** GA XXXXX Please return all products 100% complete and sufficiently packaged (preferably in its original packaging). PLEASE DO NOT DEFACE/WRITE ON THE MANUFACTURER SHIPPING BOX! If you need to wrap the box in plain wrapping paper, please do so to protect the manufacturing shipping box! All returns must be properly packaged and shipped to protect the value of the returned products and all items must be returned in sellable condition and packed in the original box with sufficient packaging materials. Keep the manufacturer packaging in decent condition for returns. Obstruction, including but not limited to the use of USPS tape, duct tape, writing with sharpies, etc, will make the products unable to be sold and will result in denial of your return and refund. It is your responsibility for all risk of loss and damage to products being shipped for return or replacement. Please fully insure return shipment in case of loss or damage. When shipping, use a traceable shipping method that provides a return tracking number and email us the tracking so that we can alert our warehouse of the shipment progress. Be sure to keep this number for reference. Once your return has been received, our warehouse will inspect the item(s) to make sure it complies with our Return Policy. Please allow 10-15 business days from the time item is received and inspected to process the return. Following these procedures will ensure that your return will be processed in an efficient manner and credit will be issued promptly. If these procedures are not followed, credit may be delayed or denied. For a complete explanation of our Return Procedures, please refer to our Terms and Conditions of Use, which is published on our website. Best regards, Customer Care Rep. Genuine Replacement Parts - *** Our Hours of Operation: We are open from 8AM until 4:30PM CST, Monday Through Friday

Item purchased did not fit. Have been unable to obtain an RMA in order to get a refund. Responses have been very slow or no response at all. Purchased item Mar 22, 2020 Invoice# XXXXXXX. Sent in a ticket(email) that the parts did not fit appliance. Received an email response that the ticket was received and open Incident #XXXXXX X/14. (Email Chain #1)Received the following email response 4/14 @ 2:02PM - "Hello, I will be happy to assist you with your return today! First, could you verify the Purchase Order number of your order? It usually starts with 23 or 24. If you can\'t find that, you could also provide us with the phone number you used when you placed you order, and we could locate it that way. Also, can you verify that your part is in NEW/UNINSTALLED condition? This will enable me to send you return instructions! Thank you for your help, - Holly" (Email Chain #1)I responded 4/14 @ 2:09PM "The parts are in new uninstalled condition Order# XXXXXXX & XXXXXXX" (Email Chain #1)Never received a response. 4/14 @ 10:32am I sent the following "Can I send this back today?" (Email Chain #1)No Response received. 4/22 @ 8:10am I sent the following "Could you please help with an RMA on this?" (Email Chain #1)No Response received. 5/4 @12:03pm I sent the following "Any update on this?" (Email Chain #1)No Response Received. 5/8 @ 8:12am I sent the following "Could you please help with this? It's been several weeks now." (email chain #2))At this time I started the process over and requested a refund again. Later on May 8th @ 8:46am I received an email from ***@genuinereplacementparts.com asking if it was for orders XXXXXXX and XXXXXXX signed by ***. I responded @ 8:47am 5/8 "Yes!". Received the following response (email chain #2) 5/8 @ 8:45am received the following response "I\'ll be happy to assist you with your return today. First, can you verify that the part is in NEW/UNINSTALLED condition? Thank you, - ***" (email chain #2)5/8 @ 8:48am I responded "Yes that is correct. I've answered these questions before but no response. " (email chain #2)No response received. 5/28 @ 3:42pm I sent "Hello! Can you please help!?" (email chain #2)No response received. 1/31 @ 5:38pm I sent "I have been trying to return these items for 7 months now. I need someone to please answer this email." (email chain #1)No Response Received. 1/31 @ 5:41pm I sent the following "I've been trying to get this return proceed for over 7 months. Please respond." 1/31 @ 9:51PM received the following "We have a 60 day return policy. Unfortunately we will not be able to accept your part back since it is beyond the 60 days. Here is the return policy: https://www.genuinereplacementparts.com/policies.php?return_policies - Jonathan" 2/1 @ 6:45am I sent the following "Please look back and see our previous emails where I answered all your questions multiple times, but never received a response. How am I to return the items when you don't give me instructions or an RMA number? I have made multiple contacts with you to try to get this resolved within the 60 day period but you stalled so long that it put me outside that time frame. I ask that you go back and look at the correspondence on this. I have attached my messages with you. The majority of which have no response. I will wait for your response before leaving a review for your company as well as contacting the Complaintsboard.com. I have been more than patient. Now I ask that you fulfill your end of the bargain and accept these items for return." 2/1 @ 2:12pm received the following "Hello, Thank you for your emails. We have been sending emails to the address that the items were ordered with. We have sent emails to ***@teamtech1.com. We got emails on 04/14, 05/08, 01/31, and one today and we have sent a response the same day to each email. The .eml files you sent us today did not come through on our support email. If would like me to review them you can send them as a response to this email. However, we were waiting on feedback from you for the two emai

Asked what part I need for the GE Washer/Dryer Combo thought their online chat on their website. Guy gives me the part, I order it, it's not correct. On November 23rd I was trying to find a part for the GE Stand-up Washer Dryer Combo that I have and I am speaking to a guy on their online chat. The guy gives me the part number for what he thinks I need. The item is a replacement tub for the washer part of the unit. I order it through them online. The tub gets here and it's the wrong tub. They charged me 36$ to ship this tub and so I call them an let them know that it's the wrong tub and that I would like to return it. They said, "you ordered the wrong tub'. I told them that I ordered the tub by the number their chat window assistant gave me. They tell me, "We do not pay for the shipping on the return if you ordered the wrong part". I tell them it's their guy who gave me the wrong information. They didn't care at all and said they are not paying for the return label to send it back. Not only that, they tell, "If you return the item still it needs to be sent to *** Industrial Dr, Suite F *** GA XXXXX". I said, "But that's not where I bought it from why do I have to send back to an address that is further away than the return label on the package". (The item was sent from *** Rd Suite *** FL 3331) They tell me, "that's just our return policy". I said, "Let me get this straight. You not only had me pay shipping from *** FL on this incorrect item, but now you want me to send it back to *** GA with my own money because your chat window guy gave me the wrong part number? They said, "We do not pay for return shipping if you made a part number error". I repeated, "your guy gave me the number and HE was incorrect". They said, "Sir, we have reviewed the note on this purchase and we can't find anywhere where he gave you the wrong part number. You gave him a model number and he told you the part number for that unit and it is correct". I said, "Well then way doesn't this part fit my model if it's correct. It does not fit in the Washer like it's supposed to. Not only that but I am not even wanting to return it, I would like to EXCHANGE it. It turns out that I need the transmission part on the bottom as well". They say, "Ok let me look up that part for you". I give them the model number again and after about 5 min, the they come back on the line and say, "I am sorry sir, but we don't make that part". I said, "so you make the tub, and you make all the parts, for the transmission, but you don't make the tub with the transmission?" They said, "We do make all the parts, but you'll have to buy them all separately". I said, "well do they come separately or together because I have seen other online sites that sell the entire unit as one". They say, "Well we don't do that here, Sir". I said, "Ok, so you want me to pay for shipping an item back to you at a different address than it came from, after your chat guy gave me the wrong part number, and you also won't exchange it for what I need?" They said, "We don't pay for the return shipping label when you order the wrong part number". I said, "I ordered what your chat guy told me to order". They said, "I am sorry, Sir. That is our policy". So, I bite the bullet and I take their return instructions to the post office because they said that it MUST have a tracking number and a copy of the purchase invoice MUST be attached to the box, in the original box. Well thank god I didn't destroy the box. So, I box it up and take it to the poste office where I have no idea what it might cost to ship it back to that other address. I get to the front of the line after an hour and they say, "This box is too big to send via Priority Mail". I said, well how do I need to send it. They say, you'll have to send it *** or *** So I call Genuine Replacement Parts back and tell them the package they sent me was too large to send back via Priority Mail. They did not care in the slightest. As a matter of fact they top it all off, by telling me I have till the 25th to get it to them or they will not issue a refund at all.