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Genuine Replacement Parts Inc. complaints

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210 West Hollywood, Unit 241
Mary Esther, FL 32569 | Get Directions

(877) 968-4335

http://www.genuinereplacementp...

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Total Amount in Dispute:
$7.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

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Complaint Closing Statistics

1 complaints against Genuine Replacement Parts Inc. closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
0 Agreed to make an adjustment
0 Refusing to make an adjustment
1 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against Genuine Replacement Parts Inc.

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3/8/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $6.99 Amount Settled: $0.00

Customer Complaint

2/22/2022

This complaint has 2 parts. (1) request for refund of $6.99 for shipping fees and (2) an apology for unprofessional email below please find information that I sent to the owner Ms. Cline. Ms. Cline, Owner The response from Brian is one of the most disgusting/insulting correspondences I have ever received from a supplier. If he is indeed your Customer Service managers/leader, his email does not reflect favorably on you or your business. He covers issues in his response that have absolutely nothing to do with my request (for refund of a shipping charge that I paid for). His defensiveness is offensive, the tone suggest that he sees customers as a pain in the butt, his choice of words leaves a lot to be desired, he rambles, he poses challenges (hello I'm a customer the reason he has a job) and talks down (condescending) to me.Customer complaints should be taken seriously - there aren't infinite numbers of us and you do have competitors like every other business. The quality of exchange between your employees and your customers' matter. In the competitive business world, it sometimes is the one thing that makes the difference in getting repeat customers and in retaining them, I read several (about 30) reviews on the BBB site and most of them had responses by Brian. In those responses, his approach is very much the same as my points above, It's repetitive and problematical. Possibly this matters not to you but felt it was important enough to share it with you. Resolution Sought 1- refund of $6,99 and 2-apology for his unprofessional and insulting email

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Company Response

2/23/2022

Response provided by consumer: Noland, My name is Cody Bowling, Director of Operations for Genuine Replacement Parts, and I have reviewed all communication between you, my employees, the BBB, and our local Chamber of Commerce. I am writing to you as a representative of the owners to tell you that the harassment from you stops here. It is in the opinion of upper management and ownership that Brian's response to you was clear, concise, and within the realm of reason. Brian's position is meant to uphold company policy and ensure all of our customer service reps are doing the same thing. I believe this is simply a situation of a customer being told no, not liking our policy, and trying to force us into making a decision that is unfair to thousands of other customers that have respectfully accepted our policy. Respectfully, you do not understand our industry, nor the decisions that we make as a company to implement and enforce policy, so your business advice is most unwelcome to say the least. It is important for you to understand this, there will be no refund or unnecessary apology from Brian or any other representative of GRP. This will also be the final communication from GRP on this matter. Please do not expect a response on any platform you may choose to try and use to harass us any further. It is our belief that your behavior in this matter has been frivolous and time consuming. Respectfully,

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Customer Rebuttal

2/23/2022

Mr. Bowling, Unbelievable - yet another data point reflecting the broad breadth of attitude in your company about the lack of understanding what customer centric is and the impact upon your business. And as a customer, I have both the right and intent to pursue all avenues to me to share my experience with your company, with consumer advocacy groups in and around your place of business. What you may elect to do with that is clearly up to you. It is simple, I can cease if Mr. Ecenarro apologizes for his correspondence to me as I previously have requested. I thought the article in the link below might offer some independent insight regarding my point regarding customer complaints. In particular, what is labeled as "GAP-1" Service/Delivery; and "GAP-4" External Communication. Mr. Ecenarro violated them both. https://www.revechat.com/blog/importance-customer-complaints-business/

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