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Complaint Details
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Initial Complaint
02/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased and ordered 2 identical items on the same day from Parts Town. Received 1 item. 2nd item never showed up. Contacted carrier and found out it was damaged in transit. Called shipper and explained. Was told we had to pay for another one up front and would only be reimbursed if the carrier paid the claim for damages. This sems very shady to have pay for 3 items when only receiving 1. Also the fact that that we will only get reimbursed if the carrier pays the claim. This has nothing to do with us. Our money is being held until a 3rd party pays. We never damaged this item as we never received it. How are we being held financially responsible for this?Business response
02/13/2024
Hello ****************,
I am terribly sorry for the experience that you had with us. I am escalating this to the leader that takes care of your account to resolve this matter for you. We greatly value your feedback to help us continue to get better.
***********************
Customer response
02/13/2024
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,
***************************Initial Complaint
10/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a wrong part for my restaurant range and parts town is refusing to do the return.Business response
10/27/2023
Hello *************,
We are terribly sorry for the experience you had with the wrong part. We will get a leader to give you a call back to rectify the situation. Thank you again for your business.
Genuinely,
***********************
Initial Complaint
06/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a replacement motor, from parts town, for a thunderbird ARM60 PBL commercial mixer. I got a motor that was not the same as the original. I ordered the corresponding part(chain gear) that attached to it to see if that could resolve the issue. It did not resolve the issue. the new motor does not fit the machine or the associated gear that attaches to it. Both the motor and gear were purchased from parts town LLC(the OEM parts distributor for thunderbird machinery) and they do not fit each other. Parts town verified that I ordered the correct part. I have sent pictures detailing the differences in parts. i have sent a picture of the model and serial plate from the machine. I have sent a picture of the motor they sent me as they requested. I have allowed ample time for resolution. They continued to insist I had the correct part and it was my problem installing it. Then in april i gave in and called thunderbird myself. they told me within 5 minutes that i had the wrong part. This could have been done by any number of parts town employees I talked to over the many months of this ongoing issue. I called again today and all i got was excuses and no resolution. I have been trying to correspond with ********************* after speaking with him in April(the most high level employee i am allowed to talk to apparently) via email with no response as of today. I was previously promised by another employee previous to interacting with ****, a full refund without a need for return by November if the issue was not resolved. I followed up and was told that was not happening. Basically I have been lied to, and I do not have the correct motor yet, nor do i have my money back as promised.Business response
08/01/2022
Hello Kekoa,Upon evaluating what transpired with this experience, it seems there was initial additional information required to exactly identify the motor that was needed. Unfortunately, when we were informed of those details, it was well over a year after the initial purchase and outside of the timeline available to return a custom motor. At this moment, we are not able to provide a refund. We apologize for any miscommunication that you experienced. We hope for the opportunity to serve you again in the future.Genuinely,**************Director, Customer SupportGenuinely,***********************Director, Support SquadAKA: Director, Customer Support1200 *************.*******, ** 60101P ************Customer response
08/01/2022
Complaint: 17432280
I am rejecting this response because: This is wholly untrue, and i provided more than enough information to multiple employees. They flat out denied that I could have the wrong part even after sending detailed measurements and the full serial number and model plate. It took me all of 5 minutes to call the original equipment manufacturer and determine i had the wrong part, verbally, no pictures necessary. parts town is the only oem distributor for the part. They made every effort over the course of a year to make it impossible for me to get the right part and just denied what i said, over and over again. This response is just lies. This is purely a case of them not even making an effort to know what they had sent me and then refusing to acknowledge it was even possible i had the wrong part. I am literally being robbed here. The level of incompetence is staggering.
Sincerely,
********************************Business response
08/11/2022
Hello Kekoa.
Thank you for the additional emails. I will follow up with our team internally to get this reviewed ASAP.
***********************
Customer response
08/13/2022
Complaint: 17432280
I am rejecting this response because: the issue remains unresolved.
Sincerely,
********************************
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