ComplaintsforGenuine Parts Giant, Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased Part No. 5C3Z-8286-AA HOSE ASY after calling to confirm part was in stock since several other places were out of stock. Was told part was in stock and would ship the next day, I ordered and was given tracking number ************. that was 3-20-24. Checked tracking a couple of times only to find that a shipping label had been created but Fed-ex the shipper still did NOT have the package. 3-25-24 Talked to a ****** with customer service and she confirmed package had not moved since the 20th. would not cancel order and give refund even though they are supposedly still in possession of package. I don't think they had it in stock at all. They want to s**** me around for another 2 days while they investigate where the package is??? They also advertise on their website that they are a BBB accredited and after checking with the BBB found out that they are NOT and you are investigating them. Why dont you give a bad rating and help get the scammers out of business.

  

  Business response

  04/03/2024

  Dear customer, please provide your order number and we will look into this further. Thank you.

  Customer response

  04/10/2024

   
  Complaint: 21486942
  
  I am rejecting this response because: they are idiots and have my name to look up the order.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 12 2024 I order a part from GMPartsGiant.com I recieved the wrong part the part they sent me did not match the part that was in the picture on the website the part number on the package was correct it was just the part that was wrong so I called them to try to return it to see if I can send it back and they send me the Correct one and they told me no that they couldnt cause the package was open. I was lost for word after that cause how else was I to find out that the item was wrong right. I called them and spoke to a manager and she said the same thing that they cant do a return cause the package was open and me trying to plead my case to her she just hung up on me now Im stuck with a part that I paid $227.00 that doesnt even fit my car smh I upload some photos so yall can see that the part I got does not match the part that is on the website

  

  Business response

  03/28/2024

  Dear customer, your RMA ********** was opened on 3/17 stating you ordered the wrong part. We requested images on 3/18 and unfortunately your RMA was denied on 3/19 as the package was opened. As stated in our return policy that was emailed to you on 3/19 and is located on our website, any opened packages are ineligible for return. You called on 3/20 in which we explained our return policy to you and the denial. We are sorry to inform you that your request has been denied due to the following reason(s): The part(s) is non-returnable items due to it being, but not limited to: - Any opened packages or unsealed items. Information pertaining to the Return Policy can be found at *******************************************************************************************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently ordered a set of bottom-end engine bearings for my TSX in addition to several other engine components. When I received my order it arrived in one large box with absolutely no packing material. The bearing shells were tossed into the box along with the other heavier parts. The inside of the box showed obvious damage from the parts flying around during shipping. I took pictures and emailed the *** team for damage during shipping. The response I received is where it all goes wrong. They noted the poor shipping state and shrugged. When I received the *** form, the reason noted on the *** was for "part not needed" and proceeded to tell me that I would need to pay for return shipping and a restocking fee for each bearing. This seemed like an obvious error to me so I entered a live chat with sales, who agreed with me that the bearings were shipped improperly. They gave me the number for the *** support team and sent me on my way. I called and talked to several people on the *** team including management and was stonewalled. They sited that if the bearings were damaged it would be obvious, not understanding that bearings are extremely precise and even a very small amount of deflection renders the bearing useless in a high performance engine.I argued that Acurapartswarehouse.com/service/acura-sales_policy states that some items will need to be repackaged to avoid damage in shipping and this was clearly not followed.To this date there has been no resolution for this issue and I am stuck with over $300 in bearings that I can not use due to shipping damage. I am highly disappointed with Acurapartswarehouse. I have ordered in the past without issue and wanted to continue to use their services in the future but I can no longer trust that they will offer the most basic customer service and fallow their own policy. I am also concerned that "new" parts may have been damaged and restocked, to be sold later on.

  

  Business response

  03/28/2024

  Dear customer, we are unable to locate your order. Please provide your order number.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a part from Toyotapartsdeal.com (CT67716618). I did not end up needing the part by the time it arrived. I started a RMA on 2/23/24. I was denied due to the part being an electrical part. This part is not electrical and is a steel plate only. I was then denied a second time stating that the manufacturer would not take it back. I asked for documentation to this fact since the story had changed once they realized they had been caught. I have not opened the box and will accept the restocking fee. I just want the business to do the right thing.

  

  Business response

  03/28/2024

  Dear customer, your RMA ********** was opened on 2/23 stating you no longer need your order. Unfortunately your RMA was denied as electrical parts are non returnable, this information is stated in our return policy. You called on 2/23 requesting an exception, we submitted a request for an exception but unfortunately was denied as well. We have emailed you the denial and our return policy as well. Information pertaining to the Return Policy can be found at *****************************************************************************************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called hondapartsnow.com to process a refund of a part (37890-PND-A01) throttle positioning sensor because my mechanic told me that part is not the part for my vehicle. I called hondapartsnow.com 4 days of receiving the item (37890-PND-A01) throttle positioning sensor. I was within the 15 day window in their policy to return to item. The first request for return they stated that I did not have the original shipping box that the items came in. and they wanted a picture of such shipping box. Their is nothing in their return policy to retain the shipping box. The item is an electrical item but it is not the correct item (37890-PND-A01) throttle positioning sensor per my mechanic. It is stated in their return policy that if a wrong item was sent and that I no long wanted the item that I am entitled to a refund.I was also returning item (16456-PND-A01) gasket. They denied my return because they stated the gasket was less than $8.00 and they do not accept return under $8. However, the gasket (16456-PND-A01) cost me $9.12 which under their policy I should return this item as well.Said items were in their original seal packaging unopened.

  

  Business response

  03/18/2024

  Dear customer, your RMA *********** was opened on 3/4 stating you no longer need 2 items and received 1 wrong part. We requested images on 3/4 for the wrong part and unfortunately you were denied on 3/4 for the no longer need items as parts under $8 are ineligible for return. On 3/12 we received images of the correct item as ordered for your wrong part request, unfortunately this was denied as well as parts with electrical components can not be returned. Your RMA  has been denied and this has been emailed to you on 3/4 and 3/12. Information pertaining to the Return Policy can be found at ********************************************************************************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order for a gas cap for my car on 2/7/24.I searched for the gas cap using the year. Make and model of my car on gmpartspiant.com. The gas cap that was sent does not fit my vehicle. I contacted customer service via email and was told in order to get an RMA, I need to send photos of the item, the package it was delivered in as well as the plastic it was wrapped in. I have thrown away the packing, but have the item so I sent a photo of the gas cap. GMpartsgiant.com responded that that was not sufficient. I called their customer service and was told I had to wait 15 minutes to receive an email to find out if I could return the item and if shipping would be provided for the return. I received the email shortly thereafter that said because I do not have the packaging the cap is ineligible for return. I wouldn't have a problem if their website had not recommended this specific gas cap. I called customer service again and after waiting on hold my call was disconnected. I am now forced to dispute the order on my credit card. What a scam.

  

  Business response

  02/27/2024

  Dear customer, your RMA ********** was opened for wrong parts stating, "Your website said this part would fit my vehicle". We requested images on 2/8 and received images of the part as ordered on 2/15. Per your order, you did not use a VIN or year/make/model when purchasing the part. You received the correct part as ordered. Unfortunately on 2/15 your RMA was denied due to opened packaging. We are sorry to inform you that your request has been denied due to the following reason(s): The part(s) is non-returnable items due to it being, but not limited to:- Any opened packages or unsealed items. Information pertaining to the Return Policy can be found at *******************************************************************************************************

  Customer response

  03/04/2024

   
  Complaint: 21300420
  
  I am rejecting this response because: I absolutely used the year/make/model when ordering as requested by the website. The part did not fit my vehicle. Of course it was opened. How else would I know that it didn't fit?
  
  Sincerely,
  
  *********************

  

  Business response

  03/13/2024

  Dear customer, unfortunately as your package has been opened we can not proceed with your RMA. This information is stated in our return policy on our website. Information pertaining to the Return Policy can be found at *******************************************************************************************************

  Customer response

  03/18/2024

   
  Complaint: 21300420
  
  I am rejecting this response because:

  The gas cap was opened only because, after screening using the tools on your website, I assumed I was getting a part that actually fit my car. I consider this false advertising because the part I received absolutely did not fit my car. Then to overt liability, you say you have a no return policy after it's been opened. I should have been sent a part that actually fit my car. Then I wouldn't need to return it.

  Sincerely,
  
  *********************

  

  Business response

  03/28/2024

  Dear customer, your RMA has been denied. As stated in our return policy, once the package has been opened it is ineligible for return. Information pertaining to the Return Policy can be found at *******************************************************************************************************

• Initial Complaint

  02/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 1st 2024 I purchased a **** headlight assembly part# Pj6z13008e for $1325.62 with shipping. Once it was shipped I received a tracking number ************. It was shipped on 01/09/2024. During shipment the part was delayed twice by ***** the first delay was because of weather. Than it was delayed a second time so I contacted ***** where I was told my package was crushed and had to be delayed. ***** just taped the box all over and continued the shipment. I contacted **** parts giant to let them know about the package being crushed and delayed. I was told by **** parts giant to take pictures upon receiving the part in which I did so. Now this being a $1325.62 headlight that was crushed during delivery I told **** parts giant I would like to return the headlight for a refund. I sent all the pictures and everything **** parts giant *** department asked of me. They denied my claim saying that there is no visible damage. It's a headlight that was crushed during delivery why would I want to put that on my car? It's not a cheap item and I didn't pay for a headlight that was crushed and whatever else. I have called **** parts giant many times they ****** on me, transfer me around than disconnect the call, and I've even spoke with the manager of the *** department who stated she understands but obviously she doesn't she was rude and condescending and said they would not return the part. This is sad that I have to file a complaint for something like this. Honestly would you want a headlight that you paid $1325.62 that was crushed during delivery regardless if there is or is not visual damage. This just blows my mind that someone would have to go through all this trouble for being a customer. My order number is **********. I have all the emails, tracking information, pictures and receipt.

  

  Business response

  02/19/2024

  Dear customer, your RMA ********** was opened on 1/22 stating your item was delivered in a crushed box. We requested images on 1/22 showing the damages to the item, as the shipping box is meant for protection of the item. We received images on 1/23 of the damaged box only and not the part itself. You called on 1/23 stating you did not want to open the box, we informed you that without viewing the part we will not know if the item itself is even damaged, we can not replace the box. You called again on 1/24 stating there is no visual damage but again refuse to take the part out of the box. Unfortunately as you refuse to provide images showing the damages to the part or open the package to even see if there are any damages, we can not proceed. Our shipping boxes are meant to protect the parts in transit, if the box itself is damaged it does not guarantee that the item inside is damaged as well, as the requested photos have not been received we can not proceed.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ordered 1x **** BL3Z-7A100-B Transmission Control Assembly (BL3Z7A100B) on 10/20/23, received on 10/25/23. Paid $853, which include a refundable core charge of $200. Sent back the old part (core) using shipping label that was provided by vendor. Package was received on 11/10/23 by ***** record (Tracking number: **** *********). Called vendor ************** about the status of the refundable core charge on 12/1/23 and was told to wait for an email for update. Received email on 12/1 /23 stating "We will need to confirm that the return was received, inspected, and approved. We apologize for the delay."Called again on 12/20/23. ******* again refused to give any information on the refund and asked me to wait for an email and hung up. However, no email has been received since then. And there's no refund either as of today 1/19/2024.

  

  Business response

  01/30/2024

  Dear customer, your RMA ********** was opened on 11/3 for a core return. Your RMA was approved on 11/6 and has been delivered. We apologize for the delay, we are a bit behind on returns at the moment. We are currently working on your request and will send you an email confirmation once the refund has been issued. Thank you for your patience. 

  Customer response

  02/07/2024

   
  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,
  
  Ping **

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The abridged version.... I ordered an automotive part from this business. The part was supposedly new in box. I received a part that was full of rust. I requested an RMA for exchange which was ignored. After procuring the same part elsewhere, I pursued an RMA for refund. I was told that I needed to supply images of the product as well as the box showing the label, which I did. They then said they needed the **** shipping info. I sent them the number (from their order confirmation e-mail) but that didn't suffice, they wanted a photo of the **** label, which I didn't have. After opening a dispute with ******, they agreed to the return sans photo of the **** label, and said to reach back out to their RMA group. I did, and was then told that I needed to supply a VIN number in order to get an RMA. I'm not sure why that is relevant as a VIN wasn't needed to order the part, and this item isn't being used in a Chevrolet vehicle anyhow. All told, this has been a back and forth process with them for CLOSE TO 6 WEEKS. They sold me a RUST FILLED part, and have dodged every opportunity to make this right. After seeing other reviews, I now see that this is a pattern for this business. They are scammers, selling junk parts that they won't stand behind. BUYER BEWARE

  

  Business response

  01/30/2024

  Dear customer, your *** ********** was opened on 11/29 stating your item was defective. We requested images of what was received from 11/30-12/29. We received all the requested images and asked for your *** via email on 1/8. We request the *** to check for compatibility, this is part of our warranty process. You did not provide the *** as requested so the *** did not move further. Please note all we request is the *** and we can proceed with providing you our warranty options for a replacement. If you proceed to refuse to provide requested information, this *** will not proceed. If you are interested in a replacement, as warranty is for replacement only, please respond back to the returns department and they will assist you further. Thank you.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered a number of parts and charged for an item I did not receive. Reached out asking for the item to be shipped or a refund. I keep getting pushback, not getting the sense I'll be refunded or get the part I paid for. The company should have inventory records to confirm I did not receive this item. Very frustrating.

  

  Business response

  01/30/2024

  Dear customer, we are unable to locate an order under ********************** Please provide your order number and we will further look into the issue. Thank you.

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