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:06/11/2025

  Type:Order 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.

  We ordered part # P05352028B, the company sent us the wrong part. I have been reaching out for the past two weeks asking for the company to send the correct item. They have gone dark, and their only response has been to send me a return label for the wrong part that was sent to us with no other commentary. This part is for a customer of our business, and ** has already charged. us. We need help getting a response and getting the company to send the correct item.

  Business Response

  Date: 07/28/2025

  Hi ******,

  Good day!

  Upon checking our system, you have been refunded last 07/07/2025. Please allow 7-10 business days to get the money back to your account.

  Our apologies for all the inconveniences you experienced while ordering the part. We strive to be better and give every customer a good - or best experience. If there is anything else we can help, please do not hesitate to contact us. 

  Thank you so much for understanding! 

  Appliance Factory Parts

• Initial Complaint

  Date:06/09/2025

  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 5/16/2025 I ordered a replacement k*** for my GE oven from Appliance Factory Parts. Their website lists that they have a matching k*** that is "stainless steel" - When the k*** arrived it was made of cheap plastic with a shiny, metallic wrapping. In addition to the cheap quality of the part, the knob's finish does not match the exterior of the oven, or the other k**** on the front of the oven. When I called to notify the customer service they requested multiple pictures of the ****, my oven, the order slip, etc. and then after several weeks of "internal review" I was notified that the return would be at cost to me. Meaning I will now have paid $50 ($30 for the part and $9.99 shipping each way) for a part that was inaccurately described on their website. I noticed that this business has several complaints (mostly unanswered) through the BBB and would like to help further any action against them for their unsavory business practices. I appreciate your help in supporting consumers.

  Business Response

  Date: 07/28/2025

  Hi ***** ******,

  Good day!

  Our apologies for the issues when you ordered the part. Upon checking, the k*** for your model is no longer available. No longer available parts are not manufactured anymore. We have our *** and aftermarket parts. Aftermarkets are parts our partner manufacturers build for all the *** no longer available parts. What you ordered is an aftermarket part which I believe is written on our website - ***********************************************************.

  Our apologies when you called and they asked for a lot of stuff from you. Please understand that we have a SOP when refunding and returning the products. If you return the products, we send it back to our manufacturers and they will also ask for multiple pictures from the customer, your whole ***********************, your order slip to match our records. We have a lot of orders that we need to check too. Hoping for your understanding with this. As for the shipping, since it has been ordered on our website, that is our standard protocol. I see a note that you will be refunded in full and we won't be needing the part to be shipped back to us.

  Our apologies for not checking BBB as this is not really what we used for the reviews and all. We rarely log in here and we do not have enough time to be checking on BBB every day. If you want to leave a review, kindly call, leave a review on our website - those are easier to address than on BBB. 

  Thank you so much for your review! I know this is disappointing, but I hope you change your mind and still, will give Appliance Factory Parts another chance with your parts and accessories. Appreciate your time writing and reading the reviews! 
  Appliance Factory Parts

• Initial Complaint

  Date:03/23/2025

  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.

  I ordered part MCM121462554 for my grill on March 8th from ************************* is a warming tray that is specific for that grill.Appliance factory parts substituted a universal part that does not work with my grill.When asked to send me a return label to return the part, they want me to prove that the part doesn't work. I have spoken with them, emailed with them that they chose to replace the part I ordered with something I didn't order and they should simply send me a return label with me having to prove it doesn't work. They are unwilling to work with me an I feel this is not a way to handle customer service. If they did not have the part I requested they shouldn't have sent something I didnt want.

  Business Response

  Date: 04/03/2025

  Hello *****, 
  
  We are truly sorry to hear you were not happy with our service. 
  
  Please note that part MCM121462554 is listed as Warming Rack Universal on our website and there's a note saying: If this warming rack is listed for your model, your warming rack is no longer available and this universal sub is all that is available. It's further saying that an OEM part (Onward part) is no longer available. Please note that we sent the exact part you ordered. We would very much like to help you and would kindly ask you to reconsider sending the requested pictures, so that we could look into the matter.
  
  We are sorry for the inconvenience and hope to work with you to have this sorted out.
  
  Kind regards,
  Vesna M
  Customer Service Supervisor
  

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23104941
  
  I am rejecting this response because: 

  I do not agree with the statement about the part.

  I was not notified about an OEM replacement part until I received it.  See attached.

  They are wanting me to supply photographs of the old part, new part, the grill, photos showing it doesn't work.

  I feel that they should just send me a return label and refund my money since the part I ordered was not available.  They have been very unreasonable and I feel that this is an exception to their policy of the photo reasoning.  If this was just a part ordered that I didn't want and was trying to return it I could understand.  But universal parts are not for all grills and if I had known I wouldn't had ordered it.  That is why I specifically ordered from this store is because it is the only one that had the part.  I could have ordered the universal part from anywhere.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/27/2024

  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 contacted Appliance Factory Parts online using there CHAT option on 8/30/2024 I was asked the Make , Model ********** Number of my air conditioner and what part that I needed.through the Chat I sent them the Enclosed Picture ((Make , Model ********** Number)) with a picture of the fan that I needed.I was given a part number and was sent a link to execute payment for the part.I received the part and notified them right away that I had received the wrong part and was told to send it back for a refund or replacement. { I requested a replacement for the proper part that I needed} I asked about the cost of the return shipping and was told that I had to pay it.I called and questioned why I had to pay for the return shipment charges for a part that they knew would not fit my air conditioner to begin with.I am waiting for a response from them so that I can return the part and receive a FULL refund of all expenses since they sent me the wrong part and don't have the proper replacement part.

  Customer Answer

  Date: 10/08/2024

  I received this email from Appliance Factory Parts & have not responded to it.

  They Now have the right part in stock but no resolution to the shipping charges for the wrong part that they sent to me (that is still in my possession ) 

  I still need this part

  P60610626

  If we can come to some kind of an agreement on the shipping costs and payment refund for the wrong part that they sent to me.

  Thank You Richard H Weiland Jr

  Business Response

  Date: 10/14/2024

  Hello Richard,

  We are sorry to hear you were not happy with the experience you had.

  We advised we would issue a replacement or a refund for the part only and not for shipping. We are absolutely willing and ready to cover for shipping when there is an error on our end, but that was not the case here. As previously stated, the part you ordered was not listed for your model on our website.

  After you reached out about the wrong part and provided your model number we did research, located the correct part for your unit and advised the correct part number. We would be happy to send the correct part as soon as we get the wrong part back. 

  Please let us know if you have any further questions.

  Kind regards,

  Vesna

   

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22348558, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Richard Weiland

• Initial Complaint

  Date:02/22/2024

  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.

  Purchased a part from this company a few years ago, an employee ******* contacted me wanting to borrow the part from me so they can make a template from it and promised it back in 6-8 weeks. Well it has been almost a year and they have said it was being shipped 4-6 different dates throughout the year and still have not received the part back. This part belongs to our smoke hollow smoker which is worthless without it.

• Initial Complaint

  Date:01/15/2024

  Type:Service or Repair 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 replacement gaskets for Vicks humidifiers that go on the tank cap. Based on the description on their website that reads This is the center seal on the water tank cap. reuse your old cap and replace this center seal, I purchased these thinking it was what I needed. What I received is a gasket that goes into the base of the unit itself. After they investigated the problem, they concluded that I received the correct item and that I can return them for a refund at my own expense. I already paid $9.99 shipping for these tiny items to begin with. This is horrible service, which they apparently pride themselves on. I would like the entire amount of my initial purchase refunded and to be reimbursed for the return shipping.

  Customer Answer

  Date: 01/16/2024

  I have received an email from the company stating that they are going to issue a refund for the order and that I do not need to return it. Thank you for your help. 

• Initial Complaint

  Date:05/27/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  5/10/2023 I used website to find burners for ********* propane grill 720-0061-LP. i ordered (3) MCM202330113 for $73.32 each + **** shipping. I received the order for these burners. They do not fit my grill without modification of the burners or the grill. I call Appliance Factory Parts. They requested and I supplied order, part, pictures of old & new burners plus measurements - everything asked for . They offered a return at my expense and a reference to length and width measurements. The measurements of old and new matched statement measurements. Somewhere they told me an exact part was discontinued and a more universal burner now offered - hints that not exact. I used their website properly, I believed i would get burners to fit my grill. The interference - for not fitting my Jenn Aire grill included a smaller hole for the propane jet or injection and the height of the end of the burner. Length and width (the 2 dimentions mentioned of the packing papers were the same and not an issue fitting my grill). Appliance Factory Parts was wrong. They did not advise before ordering. They offered a refund if I paid ship cost to return. Their reply took 4 business days after request for 8 pictures and details.I would like a $25 refund. I do see where I can re-drill to enlarge the hole - in cast iron an inch deep and sawing a slot in back of my grill (stainless steel) and bending the opening so the burner drops into place.order ******** My total price paid $83.31

  Business Response

  Date: 06/06/2023

  Hello ***,
  
  We are sorry to hear you were not happy with our service and thank you for drawing our attention to this issue. I have pulled your order number so that we would look into this matter and we will email you with an update shortly. 
  
  Thank you for your understanding. 
  
  Kind regards,
  Vesna M
  Customer Service Supervisor
  **********************
  

  Customer Answer

  Date: 06/07/2023

   
  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.
  Their response is to looking. Fine, my thanks and look forward to resolution.
  Sincerely,
  
  *****************

  Customer Answer

  Date: 06/22/2023

  I replied on my initiated complaint here. That was for reply from ***** 6-6-23 that Appliance Factory Parts was looking into and would rely a few days later. That was/is good. I had no intent that complaint was resolved. It was not. Waiting follow up reply.
  Please show as unresolved or start same again or advise if I should start again.
  Many thanks, ***

• Initial Complaint

  Date:12/23/2022

  Type:Delivery 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.

  I ordered a part from their website at a set price. 10 days later I received an email refusing to honor the price and they attempted to charge me almost 4 times the amount advertised. Now after the email they have changed the price indicated. Please see order below. Id still like to receive the item which I ordered and paid for at the price I already paid.

• Initial Complaint

  Date:10/22/2022

  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.

  I had a dishwasher and a laundry unit installed brand new and both had motherboard broken/faulty and Has never been used once. Im supposed to wait five weeks for a manufactures warranty instead of them replacing it and taking accountability for an improper install and faulty hardware. According to the manager ****.

• Initial Complaint

  Date:08/10/2022

  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.

  I order a Jenn-Air grill part from the website. The website clearly says the Part nex09000138A0 fits my grill model number which is 720-0062-LP. So I order the part and paid for shipping. Once I received the part the part does not fit my grill. I contacted them for a return and they are expecting me to pay to return the product. I find this unacceptable as they are at fault for providing a part to a specific grill model and the part being not correct or be able to use. I'm expecting a full refund of $69.98 and for them to provide a pre-paid postal return slip. There should be no additional cost to me for their website providing incorrect information and leading people to purchase incorrect products