GMPartsGiant.com

Could not cancel part of an order that had not yet shipped.

I ordered several parts for my vehicle on a Thursday but realized Friday morning that I didn't need two of these parts (same item). Before calling customer service I checked on the FedEx Website to see if the parts had shipped or not. The latest status was 'label printed'. I called GPG customer service to cancel those two parts which were coming from the same place. The person I spoke to said the order couldn't be canceled because they were shipped and something about a 24 hour reason. So I called the dealership the parts were coming from and spoke with the person in parts. He confirmed the parts were still there, waiting for FedEx to pick them up. I asked him if he could not send them and cancel the order. He said he could not do that unless he got an email from GPG to do so. I called GPG customer service back, requested a manager and got a supervisor. She said once the order had been invoiced, it could not be canceled. What? Suggested I call back in half an hour and speak with someone in internal processing. I did so and got another supervisor, Sandra and the same run around about not being able to cancel an order if it had been invoiced. I explained I had done their footwork for them, verified with the parts person at the dealership the parts were coming from that the parts had not been shipped! She stated once the order is invoiced, the order can't be canceled. To me it is all basic computer stuff but they do not have a means for adjusting to customer requests that are out of the norm. Their system is subpar. I then asked to speak with someone higher up but there was no one. Evidently there is nobody higher in the company than a supervisor! I sent an email via their 'contact us' link on the website, detailing my issue, and got an email 6 hours later stating to call in and ask for "dealer support". There is no dealer support. Ended up with customer service again who sent me to the returns department and I spoke with supervisor Joe. Everyone's solution to the problem was do an RMA.. I would have to pay for shipping again, which was exorbitant because the parts were heavy. Yes, their prices are great, but if you ask for something that could easily be corrected but they have no way of doing it, you are out of luck. They only have one way to do orders. And apparently no one in charge.

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