ComplaintsforRareelectrical.com

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product failed in less than 10hrs of use. Company offered a refund after I sent photos of the problem. They requested a lot of further details. I supplied everything they asked for. They asked if I wanted a refund or a replacement. I requested a refund. Now they are not replying to any emails and have gone silent. The part was a complete mechanical failure. A good company would want the part back to investigate the failure. I just want my money back.

  Business response

  10/17/2023

  ******, I have confirmed two things:

  1) you received unacceptable delays on the responses to your basic request

  2) your return shipment arrived yesterday.

   

  I have confirmed that your refund is in the queue to be processed today.

  The customer service issue is harder to address, but I want to assure you it is below the standard level of service that we expect.  I am actively researching and querying the team regarding what occurred.  All apologies for the delay on your refund.

• Initial Complaint

  08/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an alternator for a tractor through them. The alternator I received from them was defective and did not work. I sent the alternator back and they refused to refund the full amount of what the alternator cost. I have requested multiple times that they make it right but, they will not.

  Business response

  10/11/2023

  Please note multiple concerns:

  1. You submitted this return to Amazon with the reason "Order arrived too late".  We successfully overnighted the package to you!  I confirmed the tracking.

  2. The only message we received from you said you "couldn't get it to work."  We assumed you ordered wrong and replied with our warranty information, including the restocking fee.  There was no further communication from you.

  3. You then attempted a credit card chargeback for the entire original purchase price (!), after we had refunded you minus the restocking fee.

   

  This BBB complaint is going in the wrong direction.  It appears our service has been stellar and upstanding.  Please let us know if your credit card chargeback was successful or if you still need the restocking fee refunded.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 28, 2023, I purchased an alternator listed as: new from Rareelectrical via Amazon. The company sent me a Remanufacture alternator. I am attempting to return, but the company is not willing to refund me full amount paid. The company states that they are going to charge me a 20% restocking fee and the cost of shipping. I would like a full refund for the company not sending me the product I purchased as per the product details. I have been working on this for a month now to no avail. I've attached 2 photos of the advertised item and 3 photos of what I received.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company does not answer phone calls. Their phone tells you to use online only. They sent me the wrong part and their online web pages prove this error.Now they think Im going to pay a restocking fee. I have no way to print the return label.They just hope if they make all this difficult, people will just go away.Ive opened an investigation with **** of America.

  Business response

  08/10/2022

  Hello. Thank you for reaching out to us. We've reviewed your case in great detail so we may provide you with the best solutions to help resolve your feedback. Based on our research, you've sent multiple emails expressing that you received the incorrect unit and wished to dispute the restocking fee. Our customer service representatives have requested numerous of times that you send us pictures of the unit received which we failed to receive on your end after you advised you would send to us in 1-2 days. We never received any photos of the package or unit received. 

  After multiple request, you provided us with your OEM part number Yanmar ************ which we confirmed you in fact purchased the correct unit. On Wed, 10 Aug, 2022 11:47:49 AM, you specifically advised us "We did not even take the starter out of the box. We knew it was wrong just looking at it"  You did not take the time to inspect the product purchased  for your application. We've already confirmed that you purchased the correct unit so it's highly possible that your OEM part number provided has cross reference to an updated unit. The updated unit could physically look different.

  Our company takes pride in making sure our customers are satisfied with their purchase and we are confident that the unit purchased would work for your application. Per your request, we've already sent you a return shipping label RA-********* and will issue a full refund once our warehouse receives the unit back.
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 16, 2022 I bought a starter motor using this 3rd parter seller through Amazon. Order # ***-9045253-5038616, for $240.66 total. They described the item as having 9 teeth. When it arrived, it had 10 teeth so I returned it and they gave me a partial refund and charged me a $45.09 restocking fee for their mistake.I spent 2 days messaging them back and forth (countless times) through Amazon for 2 days with no resolution. I repeatedly told them they described the part as having 9 teeth (which is what I needed) and that I was sent a part with 10 teeth. I didnt order a starter with 10 teeth. I ordered one with 9 based on their description of the item.Amazon does not allow third party sellers to charge a restocking fee for items that are materially different than described. Im attaching my receipt and restocking fee, a copy of the item description from their listing on Amazon and a copy of the policy on charging a restocking fee.I am due a refund for $45.09 that they withheld for their error.

  Business response

  07/11/2022

  You are 100% correct that there is conflicting information on that listing.  I have sent this information to our marketplace department to get the listing corrected and I have confirmed with the refunds department that you also got the restocking fee refunded.  Thank you very much for providing us with this information!  Appreciate your patience on the matter.  

  Customer response

  07/16/2022

   
  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,
  
  *********************************

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have opened a claim with PayPal to receive the refund Rareelctrical stated they had made to me which they have not done. The following partial text I wrote to PayPal explains the problem with this merchant. I ordered a water pump from the seller, Rareelectrical, on 5/24/22 after hours and their website stated it would be shipped out the next business day. I contacted the merchant on 5/26/22 to see if it had been shipped out on 5/25/22 and they informed me it was not in stock and had not been shipped to me. I had opened an account on their website and my order showed that it had was being still being processed on 5/26/22 and I had not received any order confirmation from them via email on 5/24/22 or anytime after that. I emailed them again on 5/26/22 through their website and asked to cancel this order since it was still being processed and had not been completed as shown on my account. They responded to me on 5/26/22 via email shortly after receiving my cancellation request for my order that they were able to cancel my order and a refund had been applied to the original purchase method. On 5/28/22 I called PayPal via phone and asked if this merchant had issued me a refund through PayPal and I was informed the merchant had not done so. On 5/28/22 I sent this merchant an email that I had called PayPal on this same day and had been informed by PayPal that Paypal had not received any notification of my refund from them that this merchant stated he had done on 5/26/22. I asked that this merchant contact Paypal on Tues., May 31st, after Memorial Day and issue my refund by 11 AM EST on this day 3 hours after they were open for business since this merchant had responded to all my previous emails within 2 hours of receiving my emails the previous week. I informed them that if I did not receive a refund confirmation from PayPal by May 31st, 11 AM EST I would contact Paypal and make a claim. Rareelectrical has never contacted PayPal to issue my refund.

  Business response

  07/11/2022

  It does look like we had issues with PayPal and refunds, none of which were this customer's fault.  I have confirmed this was successfully refunded via PayPal 7LV250338Y566291C.

  Thanks!

   

  Per PayPal
  Temporary Hold
  May 31, 2022 at 12:28:46 PM EDT
  Transaction ID: *****************
  Payment Status: PENDING
  Gross amount
  -$120.29 USD

  
  PayPal officially issued a refund back to customer on 6/10/22.
  Reversal sent to *************************************
  June 10, 2022 at 12:35:08 PM EDT
  Transaction ID: *****************
  Payment Status: COMPLETED
  Gross amount -$120.29 USD

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  tracking of package shows delivered but no package. Tried to email RareElectrical, their answer was to go to the police. I was able to get carrier and tracking number and called carrier myself. Despite that every carrier insures packages up to the first $100. My package was $95 and RareElectrical said that they couldn't file a claim because it showed 'delivered'. I talked to ***** again and they stated I could file a claim on my own behalf but RareElectrical would have to sign a waiver to not file a claim on the same package. I have yet to receive an answer with the waiver. Now I am stuck, I cannot file a claim without waiver and RareElectrical will not help. I am out the $95 dollars with nothing to show for it. This has been over a correspondence of over almost a month. Delivery was suppose to be ***** 25,2022. My first email with RareElectrical was on ***** 28,2022 and it is now May 11,2022 and still have not received email with waiver.

  Business response

  06/01/2022

  We are sorry you are frustrated, ****.  I reviewed the correspondence the team sent you and they definitely responded according to company guidelines.  Here's the trouble: once a carrier delivers the package, they no longer own it.  We don't own it, either.  The owner of the package is the person whose porch it is sitting on.  If it goes missing from there, it's considered a theft and the proper authorities have jurisdiction.  The carrier absolutely won't approve any claim on it; we know this due to years and years and denied claims.

  Two things:

  1.  I sent you a message releasing all rights to a claim to you.  You can attempt to file your claim.  I sincerely hope it works.

  2.  It looks like you live in an apartment complex.  Perhaps your landlord has your package?

  Good luck!

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a starter on RareElectrical.com on 3/22/2022 Received email from RareElectrical.com on 3/23/2022 that my order had been cancelled due to the part being unavailable. Received a second email on 3/23/2022 that a full refund would be issued to my original payment method within 5-business days. Called RareElectrical on 3/29/2022, phone number is not in service. Sent email to ********************** on 3/29/2022 requested status of refund. No response.Amount paid for part: $379.95 Order number: *******

  Business response

  05/09/2022

  ***************: we failed to communicate enough with you.  It looks like the team took all the necessary steps behind-the-scenes, but they should have kept you abreast of the situation as it was occurring.  We completely understand why you were frustrated enough to go to the BBB.

  Your order has been refunded in full as of 5 April.

  Refunded
  April 5, 2022 at 3:42:35 PM EDT
  transaction ID: *****************
  Payment Status: COMPLETED
  Gross amount
  -$379.95 USD

  Sorry for the hassle, ***************.  We recognize this is precisely the situation you hope to avoid when purchasing online.

*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. ↩