ComplaintsforGenuine Parts Giant, Inc.

• Initial Complaint

  06/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Transaction date 5 3 21 Amount $720.10 Part XXXXX - TR6 - ***** Module driver * ****** * Honda Civic 2013 driver steering wheel airbag The nature of the dispute is that I never received the part that I paid for I have tried to contact the company numerous times: Original order was placed on May 3rd 2021 On May 4th I was told via email the delivery would be between May 6 and may 7th On May18th I emailed the seller to let them know the package never arrived On May 18th the cellar said that I would receive a refund of my money On May 18th again the seller said that I would receive a refund of type replacement in other words I would receive the part instead On May 18th I received another email saying to allow 7 days for a full refund that would have been may 27th On May 28th I was told the package would arrive on June 1st On June 1st I was told to wait until June 3rd for the package to arrive Conclusion it's June 3rd NO PACKAGE, AND NO REFUND.

  

  Business response

  06/08/2021

  Business Response /* (1000, 5, 2021/06/04) */ Dear *****, we apologize for any inconvenience you may have experienced. Your satisfaction is our #1 goal. There was an ongoing investigation with FedEx as at times packages are located by the carrier and redirected to the recipient. The carrier advised that the tracking would be delivered by the end of the day on 6/3/2021. As mentioned prior, we would refund you accordingly as soon as the thorough investigation was completed. Our records show that you have been fully refunded on 6/4/2021 as the investigation was concluded based on the final result. Once again, we deeply apologize for this great inconvenience and thank you for understanding. Consumer Response /* (2000, 7, 2021/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I filed a complaint via PayPal as well and I was refunded for the full amount including the additional shipping charges. I wouldn't have taken all these extra steps had the company provided clear communication. It was the mixed responses that made me feel that I was not going to be fully refunded. I wanted a replacement but since I kept receiving messages of a refund, and then within minutes messages saying I was going to receive a replacement, and also I was in contact with FedEx and they had already declared the package lost, it was the perfect combination of factors for me to take the steps o ensure I would receive a full refund. My advise to the company, improve your customer service. It wasn't until I spoke to ***** - RMA Mgr that I started getting clear answers. I had previously (2 wks prior) ordered some parts and everything arrived well which is what made me comfortable to purchase such a large ticket item from the site. Advise to consumers, if you're going to order from this site, pay through PayPal and stay on top of your order. I kept being patient with the delivery date. I wanted to have my car fixed by the last day of school to take my family on a road trip. I can't do that now, so need to look for the next option to get it fixed. Use PayPal, and ensure you find out the process of return or refund before purchasing. After the fact I found many other customers complaining about this site. Caution.

*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. ↩