Auto Parts Warehouse Autoparts Warehouse Ordered a Kit, they only sent 1/3 of the products ordered, Tracking info says all parts were shipped. Internet
I ordered a Powerstop break disc and pads kit from www.autopartswarehouse.com for $243.81 (Part#P15K1683)
The kit is supposed to include 4 brake discs (rotors) and 8 brake pads. I got an email alert with a tracking number and thought the kit was on the way. When the box arrived I found only 4 brake pads. I contacted customer service, thinking there must be more boxes on the way... The customer service rep "Kate" informed me that the items were actually out of stock and they would not be able to send me the rest of the items. The rep advised me that the best thing to do at this point would be for them to issue me a refund for the full $243.81. I agreed and asked when I could expect to see the $243.81 in my bank account; to which the rep replied about 3 days. I waited 6 days and did not receive the refund, so I called customer service again today to ask when I could expect to see the refund.
This time I was told that I need to return the 4 brake pads I received and pay a restocking fee before they would refund the $243.81 I paid for the kit. I told the customer service rep that I am not asking for a refund, that I would like to have the parts I ordered and paid for; however, they are unable to execute their end of the transaction and offered to refund the entire purchase amount for my inconvenience. Why should I pay more into this transaction?
"You owe me" I told them, how could you ask me to pay a shipping and a restocking fee?
She said, "We can't issue the refund until the parts you have are returned."
I hung up at that point, as I discovered I was not speaking with someone capable of reasoning or satisfactory customer service.
I received four brake pads that can be purchased for $30, I was charged $244 for them... the epitome of being ripped off.
I have issued a dispute against the charge with my bank.
I advise others to avoid purchasing parts from this website.
1 Updates & Rebuttals
Batman
Massachusetts,United States of America
Hello!
#2Consumer Suggestion
Fri, March 08, 2013
I get that they messed up and sent a partial order and I understand you shouldn't have to pay anything since they can't fulfill your order.
BUT... you don't get to keep the parts you did receive! What are you, a thief?
They screwed up an order and are willing to make it right. So send back their stuff and they'll refund your money. As for the cost of returning the items, talk to a manager there and find out how to get it back. Their policies probably don't normally allow for refunding of return costs but your situation is unusual, so act like an adult and work it out with someone.
You may have to pay the shipping and restocking first in order to get the whole amount refunded. Work with them but cover yourself. Email them about this or get something in writing. Go as high as you need to with their customer service people until you get it fixed.
Just remember, you're not entitled to anything more than your money back. You don't get to keep the parts. You don't get a bonus. Your goal should be to just kill the transaction and get yourself back to even... nothing more. Don't be that guy...
Good luck.