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:06/12/2025

  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 a dryer timer knob for $25.68 plus. $10 shipping and handling. I paid through PayPal. understood that I could not return a part under$30. I found the same part on Amazon for $7. I am a prime member so I get free shipping. I requested a cancellation of the order from Genuine Replacement Parts the same day June 8. The email provided in PayPal was ****** ****************************. I never got a response and the knob arrived yesterday. I called this morning and they said that the email in PayPal was wrong so they never got my request for cancellation. It is not my fault that the company provided an incorrect email. How can I cancel an order if the contact information is wrong. Based on this, I feel that I deserve a refund. Please help.

  

  Business Response

  Date: 06/16/2025

  Thanks for following up with us. I want to start by acknowledging the frustration here and walk you through what happened on our end. The email address you replied to may have been what PayPal displayed, but unfortunately, it’s not connected to our customer service team. That inbox isn’t monitored by our agents, which is why your cancellation request didn’t reach us. For future reference, the best way to get in touch is by emailing ******************** or calling us at ************.
  
  That said, we understand your position. Since the part falls under our return threshold of $30 and we wouldn’t normally accept it back, I’ve gone ahead and issued a one-time full credit for the purchase amount. You don’t need to return the part -- please feel free to keep or dispose of it as you wish. You should see the refund reflected in your account today. Let us know if there’s anything else we can help with, and again, I’m sorry this experience didn’t go more smoothly.

• Initial Complaint

  Date:05/12/2025

  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 a part they have described that wasn't the part I needed I paid 102.00 plus 22 dollars for return shipping and they only refunded 87 dollars when tried to call for resolution they were unhelpful with the issue at hand

  

  Business Response

  Date: 05/12/2025

  Thank you for reaching out to us regarding your recent order. After reviewing your case, I can confirm that the part you received was exactly what was ordered based on the part number selected at the time of purchase. Our listings include detailed part descriptions and multiple images to help customers make accurate selections. We understand that choosing the correct part can be challenging, and we always recommend contacting our support team for assistance if there is any uncertainty.
  
  Regarding the refund, our return policy clearly states that shipping costs are non-refundable unless an incorrect or damaged item was sent due to our error. Additionally, as your return falls within the $30 to $100 range, a standard $5 restocking fee was applied, consistent with our published guidelines. These details are outlined in our return policy, which can be reviewed here* ********************************************************************.
  
  Your initial order total was $102.31, which included the part cost and a $9.99 shipping fee. Since the part was ordered incorrectly and we fulfilled the order as placed, we do not refund shipping charges, as outlined in our return policy. Additionally, a $5 restocking fee was applied, which is standard for returns within this price range. This results in a refund total of $87.32 ($102.31 minus $5 restocking fee and $9.99 shipping). I've attached a copy of your invoice for your reference.
  
  We appreciate your understanding, and if you have any further questions, please don't hesitate to reach out to our support team at [email protected] or call us at 877-968-4335. We're here to help.

  

  Business Response

  Date: 05/16/2025

  Thank you for your follow-up. I want to assure you that we are not in the business of scamming customers, and if we operated that way, we wouldn’t be in business. We take pride in providing genuine OEM parts and strive to maintain a high level of customer satisfaction, which is why we include detailed part descriptions, multiple images, and model compatibility information on our website to help customers make informed purchases. In your case, we confirmed that the part you received was exactly what was ordered based on the part number selected at the time of purchase, as reflected on the invoice we shared
  
  As noted in our response, your initial order totaled $102.31, including the part cost and a $9.99 shipping fee, and you were refunded $87.32 after deducting the standard $5 restocking fee and the non-refundable shipping charge, as outlined in our return policy. We understand your frustration, and while we’re sorry the part wasn’t a fit for your needs, the refund provided was accurate based on our policies.
  
  If you have any further questions or concerns, please reach out to us at [email protected] or call us at 877-968-4335, and we’d be happy to assist.

  Customer Answer

  Date: 05/22/2025

  
  
  Complaint: 23311561
  
  
  
  I am rejecting this response because: they are liars but will let them keep my money to no longer do any further business with them as well as my other associates thank you for your time but BBB should put them on notice about there policies if they are incorrect they should not let the customer be at fault when customer is always right.
  
  
  
  Sincerely,
  
  
  
  Miguel *****

• Initial Complaint

  Date:03/31/2025

  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.

  The advertised item is not what I recevived.
  They sent me an item, that does not match the image that is posted on their website.
  They did not send me the correct item.
  I want a full refund, and a UPS label to return the wrong item.
  
  They keep going back and fourth.
  I shared images, and the details they are requesting.
  They have not sent me a UPS label.
  I want my money back.
  This is a fraudelent company.

  

  Business Response

  Date: 04/07/2025

  Thank you for your feedback, and we sincerely apologize for the inconvenience caused by this issue.
  
  After reviewing your order and communication history, we can confirm that you were issued a full refund of $50.04 on 2025-04-01 at 11:37:31. Prior to that, on 2025-03-31 at 15:30:55, one of our representatives reached out to acknowledge the discrepancy and stated: “Thank you for sending us those photos. The part is listed incorrectly on our website. We are updating our website. Please verify that the part is NEW and UNINSTALLED to generate a return authorization.”
  
  We fully accepted responsibility for the listing issue and promptly began updating our website to correct it. While we do typically require return authorization verification before issuing a prepaid return label, in this case, we processed your full refund in advance as a courtesy.
  
  We’re sorry again for the trouble and thank you for bringing this to our attention so we could correct it. If you have any further concerns, please feel free to reach out to us directly at [email protected] or ************.

  Customer Answer

  Date: 04/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23137470, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Catherine *****

• Initial Complaint

  Date:03/31/2025

  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.

  On 3/25/25 I ordered 2 replacement refrigerator shelves parts from GRP. They arrived with cracks. We paid for new shelves without cracks. I contacted GRP earlier today, 3/20/25, sent them photos of the cracked shelves and requested a replacement of white thicker plastic shelves not the cheap, flimsy, susceptible to easily get cracked before or during shipping shelves that we received. Alternately I requested a prepaid shipping label for us to return ship the shelves and get a 100% refund from GRP. Please see GRP reps response today, 3/30.
  
  GRP Support
  5:28 PM (2 hours ago)
  to me
  
  We regret that your part arrived damaged.
  To create a damage claim on your behalf, we require pictures of:
  
  - the entire damaged part and showing damaged area
  - the sticker label showing the model and serial number of your appliance,
  
  - the condition of the shipping box and packaging, and
  
  - the shipping label on the box.
  
  Please send these photos within 14 days of your order's delivery date so that we may file a damage claim and create a replacement order.
  
  Any claims aged greater than 14 days after your delivery date will be denied.
  
  Please hold onto the damaged part until instructed otherwise
  
  
  - Angie
  
  Our Hours of Operation:
  We are open from 8AM until 4:30PM CST, Monday Through Friday
  
  I did as she instructed and sent an additional 9 photos, (I sent 4 photos with the cracks initially when I messaged her), so I sent a total of 13 photos + one photo of the kind of replacement shelf I desired. At this point, I'm requesting a refund of $96.90 = shipping+taxes. I don't want those clear shelves to be replaced. They seem cheap-easily cracked while packaged or shipping. I'm willing to ship these back or throw them out & I want a 100% refund.
  Our refrigerator is lacking two shelves-we are restricted from being able to store our food on the door of the refrigerator. Could you please help? Thanks!
  
  
  
  
  
  

  

  Business Response

  Date: 04/07/2025

  Thank you for your feedback. We’re sorry to hear about your experience and appreciate the opportunity to clarify.
  
  After reviewing your order, we can confirm that a full refund of $94.56 was issued to your original method of payment. While your complaint references a total of $96.90, that is not the amount you were charged -- your invoice total was $94.56. A copy of your original invoice has been attached to this response for reference.
  
  As for the design of the refrigerator bin, please understand that we have no control over the materials or structural design used by the manufacturer. The part you received is the current OEM (Original Equipment Manufacturer) replacement designated by the manufacturer for your model. Unfortunately, we cannot substitute or alter the material composition of the part, as this is determined solely by the appliance brand.
  
  We appreciate the photos you submitted and thank you again for your patience throughout the process. Should you need any further assistance, you’re welcome to reach out to us directly at *******************t or 877-968-4335.

  Customer Answer

  Date: 04/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23136490, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Benjamin *******

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising 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.

  The wrong part was sent. They have refused to replace with the correct part or refund my money

  

  Business Response

  Date: 03/25/2025

  Thank you for your feedback. After reviewing your order and the full communication history, I’d like to clarify that you received exactly the item you ordered.
  
  On February 10, 2025, you placed an order for Whirlpool OEM Icemaker Part # W11436851 under Order #5183369. That is the exact part that was shipped and delivered, confirmed by USPS tracking number 9405511206211707754432. On February 18, you contacted us stating, “The Ice Maker I received today is not the correct one,” and provided photos. After reviewing these, our representative confirmed at 3:42 PM that day: “PART # RECEIVED: W11436851 / PART # ORDERED: W11436851.” The part we shipped matched the one you selected during checkout.
  
  What we also discovered is that the model number you entered during your purchase was WRB543CMJV00. However, the actual model of your refrigerator is WRS315SDHZ02, as shown in the photo you submitted of your appliance’s label. This mismatch explains why the part didn’t fit, and it indicates that the incorrect part was ordered—not shipped.
  
  You mentioned in your response, “I just looked the part number on the box. W11436851. Guess what it shows, the correct ice maker.” That confirms our part matching was accurate and the issue wasn’t due to a fulfillment error on our end. Our policy clearly states: “We are not responsible for incorrect parts being ordered. Please revise your order prior to point of sale to ensure accuracy.”
  
  Although this was not a GRP error, we still offered to accept a return as a courtesy. On February 19, we issued Return Authorization #RA212365 and provided detailed instructions for how to send the part back in compliance with our return policy. You were also advised that return shipping and restocking fees would apply, consistent with our posted return terms. We do not send prepaid return labels for at-will returns like this one.
  
  We understand this may have been frustrating, and we do regret the confusion. But again, because the item you received matched the part number you ordered, and the mismatch was due to an incorrect model number being used when placing your order, a full refund—including shipping and a free return label—is not applicable.
  
  We hope this clarifies the situation and we truly appreciate your understanding.

  Customer Answer

  Date: 03/26/2025

  
  
  Complaint: 23099147
  
  
  
  I am rejecting this response because: The company did NOT read my information I sent. I clearly stated that the part number on the box was correct. The part in the box had a completely different part number. it was very clear that the box had been opened and re-taped. 
  
  
  
  Sincerely,
  
  
  
  Lindsay *******

  

  Business Response

  Date: 04/07/2025

  Thank you for your response. However, we have already addressed the core issue here -- your order was placed for a Whirlpool WRB543CMJV00 Icemaker - Genuine OEM. You received part number W11436851, which is the correct OEM icemaker for model WRB543CMJV00. That is exactly what was shipped and received, as confirmed by tracking and part number verification on the box.
  
  In your most recent message, you've introduced a new claim -- that the part inside the box does not match the part number on the box. This was never stated in your original messages or emails. If that is now your claim, we ask that you please provide clear photographic evidence showing the part number on the physical item that allegedly does not match W11436851. Until such evidence is received, there is no indication from our end that you received anything other than what you ordered.
  
  Furthermore, your appliance model is actually WRS315SDHZ02, which is not compatible with the part you ordered. The correct icemaker for model WRS315SDHZ02 is WPW10300022, not W11436851. This confirms that the part you selected at checkout is not compatible with your appliance, which is why we stated that the ordering error originated on your end -- not ours.
  
  We also want to be clear: you were never denied a return. Return Authorization #RA212365 was issued on February 19, along with full return instructions. You were told where to ship the part and how the return would be processed according to our published policy. We cannot waive return shipping and restocking fees in cases where an incorrect item was ordered, as outlined on our website.
  
  We’re still willing to review your claim further, but only if you provide the photo evidence showing that the physical part you received is not W11436851. Without that, your complaint is based on assumption rather than fact. We also ask that future correspondence avoid hostility and degradation towards our agents -- our team has made every effort to communicate respectfully and assist you fairly.

  Customer Answer

  Date: 04/07/2025

  
  
  Complaint: 23099147
  
  
  
  I am rejecting this response because: Please see the photo I sent GRP . note the number on the box, (correct number) note the number on the part (wrong number) This is the problem from the beginning.The box indicates the correct part was sent. the part in the box is the wrong part. I also indicated to GRP that it was very evident that the box had been opened and re-taped before I got it. This is not rocket science, but GRP still doesn't get it.   Photo Attached
  
  
  
  Sincerely,
  
  
  
  Lindsay *******

  

  Business Response

  Date: 04/07/2025

  Thank you for your continued communication. After reviewing the photo you provided, we found that the part you received is W11459093, which is a valid and manufacturer-authorized equivalent replacement for W11436851, the part number you originally ordered. According to Whirlpool's own part catalog, W11459093 is a direct substitute for W11436851. We’ve attached a screenshot confirming this from a reliable source for your reference.
  
  That said, in the interest of resolving this matter amicably and swiftly, we are providing you with a prepaid FedEx return label (also attached to this response). Please package the part securely and drop it off with FedEx. Once tracking confirms that the item is in FedEx’s possession, just let us know, and we’ll issue a full refund to your original payment method.
  
  We wish you the best in your appliance repair endeavors, and we appreciate the opportunity to make this right. If you need further help, you’re always welcome to reach out to us at ******************** or ************.

• Initial Complaint

  Date:03/19/2025

  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 a replacement part (vegetable drawer) for my Samsung refrigerator on February 17, 2025, with the order number 5189699. I received the part on February 18, 2025. Once I took it out of the box and compared it to my original part, I realized it was the wrong size. The refrigerator has two vegetable drawers. To the naked eye, they look the same, but in actuality, they are different by about an inch.
  
  I contacted Genuine Replacement Parts immediately on February 18, 2025, and asked for return instructions. The shipping cost to ship back would be about the same as my original purchase price ($`180.26) due to the oversized box it was shipped, which was twice as big as the part itself.
  
  During the communication exchange, I asked if I could return the part to the warehouse where it was shipped from in Las Vegas as I was traveling to Las Vegas that weekend. None of the CSR ever answered my question. They wanted me to take pictures of the part to make sure it was not installed, pictures of the original packaging and wrapping, etc.. All of which I complied. I explained that the shipping cost was too much and if GRP could help discount the shipping cost. I also asked what the 'restocking' fee would be. Again, no answers from any of the CSRs. The last communication I had was on February 20th from Janis that she has sent the request to her supervisor for return approval. It has been a almost a month now and I have not heard any further communication.
  
  I am extremely disappointed in the company's customer service. Furthermore, the website really needed to be more descriptive in distinguishing the two vegetable drawers. The fact that the two drawers have the exact same title and description easily misleads consumer. I did a search using google and only one of the parts displayed. And that was the one I clicked on and ordered. The return policy is very unreasonable. It cost GRP $31.68 to ship to me but would cost me $150 to ship back.

  

  Business Response

  Date: 03/25/2025

  Thank you for your detailed feedback. We appreciate you bringing this matter to our attention, and I’d like to start by sincerely apologizing that your request to return the item in-person to our Las Vegas warehouse was never directly addressed, despite you asking us multiple times in messages dated February 19 and February 20. While it’s uncommon for customers to request in-person returns, we absolutely should have acknowledged and reviewed your suggestion more thoroughly on a case-by-case basis. That oversight was not acceptable, and I’m truly sorry.
  
  Regarding the part selection, we can confirm that our representatives correctly identified the part you ordered as the right-side vegetable drawer for your refrigerator model RF323TEDBSR/AA. As you mentioned in your initial communication to us on February 18, both drawers look very similar to the naked eye, and the website listed the part without specific dimensions. This is not unusual in OEM part listings. Manufacturers often use the same generic title, such as 'vegetable drawer' or 'fan assembly,' for different variations, which is why the diagram for your specific model, which we provided to you on February 19, is essential for identifying the correct part. Our product description pages include them, too.
  
  As for your return, I appreciate that you complied with all of our requests for photos and part condition verification. Once approved, we provided you with a prepaid return label on March 19 as a courtesy and informed you that a $10 deduction would apply to cover the label cost and restocking fee. Your refund was issued on March 24 , and we’re pleased to see you expressed your appreciation in your final message to us that day.
  
  While our return policy does state that shipping costs are the customer's responsibility and that restocking fees apply to voluntary returns, we made every effort to work with you, including covering the cost of the return label, which typically ranges between $10 and $60, depending on box dimensions.
  
  We understand your frustration about the similarity in part names and the inconvenience this caused. Your suggestion about clarifying drawer types on the product listings is valid, and I’ve already passed that feedback to our web content team for future consideration.
  
  Thank you again for your business and for allowing us to resolve this with you. If you ever need assistance in the future, we’re happy to help.

• Initial Complaint

  Date:03/17/2025

  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 # WD28X10037, GRP shipped part WD28X24469. I don't want what they shipped and they charge shipping to return it and a restocking fee. This is a scam, they knew they didn't have the ordered part and accepted the order. They then ship what they have making $ knowing it won't be returned.

  

  Business Response

  Date: 03/17/2025

  Thank you for bringing this to our attention. We’re truly sorry to hear that your experience didn’t meet expectations. After reviewing your order and our internal records, we found no prior communication from you regarding this order before the BBB complaint was filed. Since you’ve contacted our customer service team successfully in the past, we would’ve welcomed the opportunity to assist you directly and make things right sooner.
  
  We want to clarify how we typically handle situations like this. If you believe you received the wrong part -- for example, if you ordered WD28X10037 and received something else-- we’re happy to look into this. As outlined in our Return Policy, we ask for a few pieces of information so we can verify and correct the issue:
  
  - A photo of the part you received,
  - A photo of the part number on the item or packaging (not the packing slip), and
  - A photo showing your appliance’s full model and serial number label.
  
  These steps help us confirm what was received versus what was ordered, and whether a substitution was made by the manufacturer. If it’s determined that you were sent the incorrect part, we will absolutely provide a prepaid return label and refund or replace the item, whichever you prefer.
  
  For general returns that are not the result of an error on our part, we do have policies in place -- including restocking fees and return eligibility based on item value-- which are shared on our website at the time of purchase. Your item, for instance, falls just below the $30 threshold required for a standard return, but if this was an error on our end, we’d of course make an exception and take care of it for you.
  
  I’ve also sent you an email this morning, on March 17, 2025 at 11:39 AM CST to begin resolving this, and we’d appreciate the opportunity to assist further. Please reply when you’re able with the requested information, or feel free to give us a call at ************. We’re available Monday through Friday, 8 AM to 4:30 PM CST.
  
  We appreciate your business and hope to resolve this quickly and to your satisfaction.

• Initial Complaint

  Date:03/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a glass inner door for my wall oven and it came shattered. I called immediately after it was delivered to my porch and they are acting like they have an option to refund my money for something not delivered as promised.

  

  Business Response

  Date: 03/11/2025

  I’m sorry to hear you felt the need to file a BBB complaint. I’ve personally reviewed your order and all of our correspondence, and I’d like to clarify what has happened so far and assure you that we’ve been clear, responsive, and committed to resolving this issue from the very start.
  
  On March 11 at 11:50 AM CST, you called to let us know that the glass inner door you received arrived damaged. Within two minutes, at 11:50 AM, we responded by email and explained the next steps required to open a damage claim with our shipping carrier. In that message, we outlined exactly what we needed:
  
  – Photos of the damaged part,
  – A label showing the model and serial number of your appliance,
  – The condition of the shipping box and packaging, and
  – The shipping label on the box.
  
  We also explained that these pictures were needed within 14 days of delivery and asked that you hold on to the part until further notice.
  
  You replied promptly at 11:56 AM with a set of photos, and again at 12:06 PM. At 12:40 PM, we responded to let you know that some of the required photos had been duplicated and asked that you resend a few specific ones that were still missing. You did so again at 1:06 PM, and everything looked good from there. At 1:24 PM, one of our agents confirmed that we submitted the damage claim to the carrier and then followed up immediately to ask if you would prefer a refund or a replacement part: "Thank you for sending the pictures of the damage. I have submitted them to initiate a damage claim. Would you prefer to receive a replacement part sent at no cost or a refund?"
  
  At 1:46 PM, you responded and wrote, “I would prefer a refund as I cannot go through the wait and then the receipt of something shattered again.” That same afternoon, at 1:53 PM, we confirmed that we would honor your refund once the carrier finishes processing the damage claim. We also let you know that if a return is required, we will send you a prepaid label.
  
  To be clear: at no point have we refused to refund you. In fact, at every step — starting with our first response just two minutes after your call — we have followed the procedure and kept you informed of what to expect. We understand how disappointing it is to receive a damaged item, and we’ve been doing everything we can to make this right.
  
  Once the carrier finalizes the claim, we will issue your refund to the original payment method. If you haven’t received it within two business days of confirmation, please feel free to reach out to us at [email protected] or by calling ************* We’re happy to help.

  Customer Answer

  Date: 03/15/2025

  
  
  Complaint: 23050387
  
  
  
  I am rejecting this response because: they should refund immediately as the door was shattered when I opened their box.  I am now waiting for how long for them to de ice they did not pack properly?  I was off work this entire week and had time to replace but now I have to wait for them to refund if they so decide and the have to find another vendor who will pack properly along with having a huge box with shattered glass sitting in my home.

  
  
  
  Sincerely,
  
  
  
  Karla **********

  

  Business Response

  Date: 03/17/2025

  Thank you for your response. I’d like to reiterate that we have consistently acted in good faith and already issued a full refund for your order on March 16, 2025, at 9:57 PM CST. Immediately after, at 9:58 PM CST, we wrote to inform you that the refund had been processed. At no point did we suggest we would not honor the refund -- in fact, we initiated the refund promptly after completing the necessary damage claim steps.
  
  For clarity, our team followed protocol by requesting photos of the damaged item, packaging, and shipping label. After you provided the required information, our representative asked you on March 11 at 1:24 PM whether you would prefer a refund or a replacement part. Your response at 1:46 PM was very clear: “I would prefer a refund as I cannot go through the wait and then the receipt of something shattered again.” As a result, we honored your request and did not pursue a replacement or reorder of the part.
  
  We understand it’s frustrating to receive a damaged item, but the claim process with the carrier is a standard part of resolving shipping issues and is not unique to our company. We’ve communicated clearly, responded promptly, and resolved the matter by refunding your original payment. If there are any further questions, please feel free to contact us at [email protected] or ************.

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this part (DA-13809F) on Jan 17, 2025, through the GRP website that claimed it would work in my model (RF28HFEDTBC/AA). See pdf. I received the part on Jan 27, 2025. The part was not installed but was tested prior to installation. The part did not work and immediately gave an "OP CH" error code. GRP now claims the part is used and will not accept a return. There was no note that the model had several revisions, and I needed the part for revision 07. The part was not received in its original manufacturers packaging. The part was wrapped in bubble-wrap and put in a cardboard shipping box. It appears the part may have been returned once before. I sent GRP a copy of my appliance model label and they informed me I needed part DA97-13809G. The web site shows the revision number in the advertisement for DA97-13809G (see pdf) but not for DA97-13809F which I ordered. So I ordered the wrong part based on the misleading info on the GRP website for my appliance model. I just want the correct part and will pay the difference in price if there is one.

  

  Business Response

  Date: 02/04/2025

  Thank you for reaching out regarding your order for DA97-13809F. We appreciate the opportunity to review your concerns and clarify the situation.
  
  We understand your frustration, and after reviewing your order details and compatibility, we see that both DA97-13809F and DA97-13809G are listed as corresponding to model RF28HFEDTBC/AA. However, Samsung’s revision system can lead to differences in part compatibility depending on the specific version of the model, which is not always immediately apparent to customers. We recognize that this may not have been clear at the time of purchase, and we regret any confusion this may have caused.
  
  Regarding compatibility and testing, your appliance model, RF28HFEDTBC/AA, has multiple revisions, including revision 07, which we believe requires DA97-13809G instead of DA97-13809F. Our system does list DA97-13809F as compatible with RF28HFEDTBC/AA, but Samsung’s revision updates mean that not all versions of this model use the same part. We acknowledge that you were not aware that the revision number is a factor in compatibility and that the listing for DA97-13809F did not specify this distinction.
  
  Per our Return Policy, we do not accept returns for parts that have been installed or tested in a way that results in the part no longer being in new and resellable condition: "If you plug in an electronic part, we will not accept the return of the part for any reason. They are no longer in resellable condition." However, we acknowledge that you were acting in good faith when testing the part before installation.
  
  Given the circumstances, and since this was an issue of unclear compatibility rather than user error, we will be issuing a full refund for this part as a one-time courtesy. Since the part has been installed and is no longer resellable, we will not require a return.
  
  If you still require a replacement, we encourage you to contact Samsung or a licensed technician to confirm that DA97-13809G is the correct part for your appliance before repurchasing. While our records indicate it should be compatible, a direct confirmation from the manufacturer can ensure accuracy and prevent further inconvenience.
  
  We sincerely appreciate your patience and understanding in this matter. Our goal is always to provide accurate information and ensure customer satisfaction. If you need further assistance, please do not hesitate to reach out.

  Customer Answer

  Date: 02/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22875156, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Joe *****

• Initial Complaint

  Date:01/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 2 burners based on inputting my stove model number into the website and the part coming up as a match. Fed Ex apparently lost the shipment. I notified the company and they determined those burners would not have worked anyway. Speaking to a representative on the phone, she actually removed the items off the web page showing parts for the model stove I had, saying they shouldn't have appeared, they don't fit that model. They emailed me that they would recommend a refund and would process the order as such. Then a week later, Fed Ex delivered the parts in a damaged box. I contacted the company and have gotten the runaround ever since. They have demanded photos, demanded I open the box to photograph the burners, after I protested multiple times. I did not want them trying to blame me for any damage to the parts. Finally they said they would do nothing without them being photographed. I did so, now I am facing further run around issues. I made a good faith purchase based on what their web site showed as compatable parts for my stove. Then Fed Ex lost the box for over a week. I told them many times to have fed ex pick the box up. They have refused to do so. They refuse to refund my money, even though they clearly initially volunteered to issue the refund and said they were processing it as such. This is clearly a company that refuses to stand behind its products and has extremely poor customer support!

  

  Business Response

  Date: 02/05/2025

  Thank you for your patience while we reviewed your complaint. After thoroughly investigating the situation, we acknowledge that there was an error in the listing of the parts you ordered, which caused confusion regarding their compatibility with your model. We sincerely regret any frustration this may have caused you.
  
  We also noticed that you opened a dispute against us through PayPal. We are currently validating the dispute, and the funds should be released to you directly through that resolution process. If you experience any delays in receiving your refund, please let us know so we can assist further.
  
  Regarding the parts, you do not need to return them. Since the box was delivered in damaged condition and FedEx is no longer able to process a claim, we will not be requiring you to send the parts back. You may dispose of them at your convenience.
  
  We appreciate you bringing this matter to our attention, and we regret that your experience was not up to the standard we aim to provide. We sincerely hope that your appliance repair goes smoothly, and we wish you the best in getting everything back in working order.

  Customer Answer

  Date: 02/10/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22874650, and find that this resolution is satisfactory to me. As long as the money is received.  As of now, it has not been returned.

  
  
  
  
  Sincerely,
  
  
  
  Krishea *******