I ordered two new gasket seals for my Kitchenaid refrigerator doors which I've had since 2011 (gasket just failed this year). I only had a problem with one but I ordered both since I figured the parts were old and the other gasket may fail soon too. I installed the replacement gaskets approximately two weeks ago and one of the gaskets is defective since it's already coming apart at the seam. I notified parts Dr via chat and the response was "We unfortunately cannot return anything that has been used or installed, I'm sorry". I never asked to return the part, I was notifying them that the part was defective. The chat rep sends me to a link since I say the part is defective and it has a warranty. I filled out a form on their website regarding the defective part and Jeff from their claims department responded that he would send a one time replacement but I'd need to address the underlying issue or the next part would fail and possibly void the warranty of the part (it's a whirlpool part which is supposed to be 1 year warranty as clearly stated on their website). I ask him what type of underlying issue I should address and he send me links to their online forum but doesn't address the fact that I say in the email that I want a replacement. On the defective parts form it asks what was the failure on the original part so I answered honestly that the seal on the gasket deteriorated and the magnet in the gasket broke in pieces and stayed attached to the metal on the refrigerator (this took 12 years and the original part was completely falling apart. This part failed in 2 weeks). So I go back and forth a bit with Jeff via email and I tell him more than once that I want the replacement but get nowhere since he repeats the canned response that I need to address the underlying issue and how would I like to proceed. I call into customer service because I'm getting frustrated by the responses in email. Jeff never says do you want to return the part or replace it, I assume the only thing available is a replacement and since I already said yes I can't understand why he's not processing the replacement. I call in and speak to Nick and he says "well if the original part failed in the same way then there must be an underlying issue" I can't believe he's saying this since the part failed due to age. Nick then rudely tells me to reply with ONLY the words "I want a replacement" to which Jeff finally replies that he'll send one. On the call I ask Nick what underlying issue could be and he replies that they're not technicians so they don't diagnose, they only sell parts... How can you possibly tell me there's an underlying issue that needs to be addressed and the next part will fail if you're not technicians? When you call in, expect to get scripted responses and little to no help or explanation on how the process works. If I hadn't gotten a defective part this would have been fine but once there's an issue I can't begin to explain the level of frustration you'll have with this company. If this next part fails, I guess I'll be out over $100 because of some unknown underlying issue that makes a very simple magnetic gasket part fail. Fingers crossed the next part lasts.

Long story. I needed a dryer repair and a wonderful appliance guy came out and told me I needed a new "board". His parts place was going to take a couple of weeks and I pleaded with him to try to find another parts supplier so we could get the repair faster. He was completely hesitant to use someone else, warning me that "all parts companies are not the same" but I insisted. He found the part faster at "PartsDr" and he brought it out for the repair. The part was defective and didnt start/turn on when he replaced the broken one. He reached out to the company and was told he would have to send them a picture of a scanner code or something from the INSIDE of my dryer before they would be able to process the return. My dryer is STACKED on the top in a narrow closet and it takes 2-3 people to detach it and move it down and then put it back up and reinstall it. Not to mention, my rental apartment where the dryer was is in the Florida Keys and the appliance repair guy didnt get near my place very often and had already been there TWICE. The appliance guy reached out to Chris at Parts Dr multiple times to process the return (we are literally talking about like $120 part here... and this was a brand new client for them) and they refused, without him taking that picture (which was basically impossible for him to get... and why should he have to get that from my broken dryer? When their piece was defective?). Anyhow, I felt SO bad for this appliance repair guy and couldnt IMAGINE this was actually the case, so I got the email contact for Chris and reached out to him. He was very curt and repeated that "he (repair man) knows the return policy" and refused to take the part back. I inquired as to what the policy is for returning DEFECTIVE parts and he told me he could not speak to me as I am not the customer... he told me that twice, and on the last message said that he would not be communicating with me any more. I have never dealt with someone so unprofessional and unscrupulous. How would they not take a return on a part that is defective? And the appliance repair guy literally reached out to them the day/day after he tried the part. So it definitely didnt violate any return rules in regards to timing. It was all about demanding this scanned code photo that could not be reached. This is a terrible way to do business, dishonest, and just bad faith. I hope no one else uses them and has to deal with this type of unprofessional lack of ethics.

Welcome to LiveChat

Bo

Bo
Support Agent

Bo 09:48 AM
Hello, how may I help you?
Visitor 09:48 AM
Where is my part
Bo 09:48 AM
What is your order number so I can look it up for you?
Visitor 09:49 AM
I payed fir overnight delivery on the 25th. FedEx says you have not shipped it yet.
Bo 09:49 AM
What is your order number so I can look it up for you?
Visitor 09:51 AM
*******
Bo 09:51 AM
Thank you, just a moment wile I take a look
It looks like FedEx may have lost that package en-route to the first sorting facility. I will get in touch with them and start a lost package investigation on that one so we can get it reshipped for you. I will follow up with you via email as soon as I hear back from FedEx and the warehouse on that for you
Visitor 09:55 AM
Fed ex says you guys printed and was never pickup. He said she said doesn't work. Your resposa
Your esponsability until delivered
Bo 09:55 AM
There is no "he said, she said"
We load a semi trailer full of packages at our warehouses all day that FedEx comes by to pickup in the evening once a day. Every once in awhile, something gets stuck on the truck or never gets scanned in at the first FedEx sorting facility. It is unfortunate, but its something that can happen, and something we take care of for you. I am already in the process of doing that for you and have already submitted the claim, so I am not sure what you mean by "he said she said" as we are actively working with FedEx already to fix it for you
May I help you with anything else?
Visitor 09:58 AM
Part or reimbursement
Bo 09:59 AM
Once we hear back from FedEx on that later today I will follow up with you. Would you like the part replaced or to be refunded for this order once I do?
Visitor 09:59 AM
Part here on the 30th
Bo 10:00 AM
I can not make guarantee's like that. I need to hear back from FedEx first. I will process a refund for this order since you do not seem to understand that we are fixing it for you and that mistakes wile unfortunate are something that can happen sometimes.
Have a great day
Visitor 10:03 AM
Reimburse me my money I'll buy the part elsewhere