Fri, 19 Sep 2008 23:09:13 +0000 (UTC)
Like your site, wish I had read it before I bought from these crooks! Eerily similar experience, bought a foglight which their site said fit my model of vehicle, got the same sweet RGA no problem return spiel on the phone and then got the RGA with a 20% restock fee and endless phone and email runaround, 3 requests for VIN, and a supervisor on the phone who actually told me my request for 100% refund was being denied because I was supposed to visually know from the photo of the light on the website that it might not fit even though they explicitly say it is a "direct fit OE replacement" for my model. Clearly the only function of "customer service" is to try to wear folks into submission and collect some cash even when they've screwed the customer. A respectable company would say thank you for pointing out our error, update their website(which they have yet to do after many calls and emails), issue a refund and shipping label. While I'm lucky that my cc company will protect me, I feel obligated to try to warn other people not to have anything to do with US Auto Parts, Autopartswarehouse.com. or any of their affiliates!
Best Regards,
John G.*
Feb 2008 21:58:50 +0000 (UTC)
Oh have I got a story for YOU!
I ordered a pair of black Go Rhino side steps for my 1998 Jeep Wrangler. The site clearly listed these as working with jeeps from 1987-2007 (although I now realize that that spans 3 different body styles/models, so I'm not sure how that could possibly be the case.) I received my steps in a timely manner, went to install them, and the did not fit. I assumed they had simply sent the wrong item.
First I called their "customer service" line. Outsourced, no surprise. They informed me that they would be sending me a return authorization number within 1-3 business days, and that when I received that I could ship them back to them, at my expense. Upon receipt, I would receive a refund that may take UP TO FOUR WEEKS to process.
After I got off of the phone with customer service, I decided to call Go Rhino to let them know about the experience I had with one of their sellers. They informed me that they don't make a step for a Jeep Wrangler, and they never have. They also informed me that they had contacted USAutoParts no less than 75 times within the last 6 months to tell them to stop selling this part that doesn't exist.
I contacted customer service again with this new information. They told me that I would still have to ship the parts back to them, and that they were sorry, but they did not pay return shipping costs. I still haven't gotten my return authorization number, it's been 5 days.
The third time I called their customer service, a guy told me not to worry about sending them back, just to send a picture to "photos@usautoparts.com" and they would take care of the refund today.
Apparently he just told me that to get me off of the phone, because after I sent the pictures I called back, got another person who told me they'd never heard of that and that I'll still need to send back the steps...
And I've already contacted the BBB. Unfortunately, I paid with paypal, so a chargeback for my card won't be happening.
In conclusion, they took my money for a part that doesn't exist, and now they're making me pay to send it back to them in hopes that I might one day get a refund. GREAT business practice....
-Matt*
Sun, 21 Jan 2007 18:08:17 +0000 (GMT)
FAIR WARNING - Purchasing automotive parts from USAutoParts.com and it’s subsidiaries (Buywheels.com, AllOEMparts.com, USAutoParts.com, Partsbin.com, Autowarehouse.com, etc...) may result in a bad return experience.
If your auto part wasn’t exactly what you expected, you may encounter the same return/refund experience as I have. Be assured, customer service will not proactively take the initiative to refund your return in an easy manner unless you are willing to demand results.
For me, a return of a blatantly wrong and damaged part took two months and dozens of various detailed correspondences to achieve favorable results. And yes, I kept detailed records. Meanwhile, I was always unsure I’d ever be totally refunded during the whole ordeal due to initial deception from customerservice@USautoparts.com
Please take note: (*If you do not receive immediate purchase documentation from USAutoParts.com and it subsidiaries via e-mail, cancel your order immediately!!!*) Fortunately I used a credit card and could rely on it’s services for last resort.
May the odds be in your favor,
John S.*
Wed, 13 Dec 2006 16:43:21 -0800 (PST)
I know how infuriating USAutoParts.com is to deal with. I'm currently, as in, on hold right now, and having been on hold for 10+ minutes, having issues with the PartsTrain.com side of this company. A fuel pump I ordered from them was damaged, and after taking a photo of it and sending it to a CS agent named Joyce, nearly a week passed without word. Emails requesting a status report went unanswered. I finally got through to someone by telephone and was told that Joyce was on leave, so the process would have to begin again.
The attempt at resolving this issue began again 11 days ago, and the only info I have received is what I pried out when I called to find out what's going on; they've never volunteered info. The first time, I was put on hold for 15 minutes and eventually ended up at someone's voice mail. The second time, I was told they were waiting on word from their supplier, but they couldn't issue another fuel pump unless I paid them to do so -- they won't apply the refund to another order -- so I'm stuck waiting for a refund. I just now got word from the third person, after 15 minutes of being on hold, that the supplier is closed for the day (why it took 15 minutes to find that out is unclear), so I have to wait until tomorrow. This company is sitting on $180+ of mine and I can't get a clear answer as to what's going on.
Feel free to share my experiences with others so other innocent Web users in need of parts won't have to go through this quagmire of ineptitude and indifference.
Kind regards,
Shaene*
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