Sascha H.

I had to deal with UPS claims as a result of order issue that I had with PartsGeek.com -See separate review.
Oct. 9 - UPS responds via email asking me to confirm my delivery address.
Oct. 11 - UPS canned response:

Can you please take the time to confirm if there were any issues with the delivery of this shipment?
Please check the following locations:
Family or household members, nearby neighbors
Entrances, porches, patios, back decks, garages
Leasing office or doorman that may have accepted your package

If you've had a chance to check these locations, please reply and confirm whether your shipment has been located.

It's possible that a replacement package was shipped. Please confirm if you received a replacement by including the new tracking number in your reply.

Thank you for taking the time to respond. We apologize for any inconvenience caused by shipment delays.

Regards,

Marjorie C
UPS Package Information

I immediately respond that I never received a replacement package and my neighbors and family also do not know what happened to the package.

UPS did not care to inform me that they forwarded the claim to the original shipper - Keystone Auto. I find this out when I call about two to three weeks later wondering why I haven't heard anything back on what their disposition is.

The customer service rep states that they won't do anything unless they get something back from the original shipper. If they don't send anything well,... you get the gist - nothing happens. Sad service.

It is easy to take one's money. The real test of good customer service is how they deal with problems that arise in the delivery, packaging, and claims process. My understanding of how Partsgeek works is that they are a third-party intermediary, meaning they have supposedly built networks with various part suppliers to get you -the customer- the parts you are seeking, much like how Amazon works. PartsGeeks holds no parts themselves. A one-stop parts search site. Anyhow, so I ordered parts without any issues. Then when all parts except one come in, I now must test their claims/help desk. First problem - Their Ticket System is always down, though it will say, "The ticket system is down for maintenance. It will be back up at 9:00 am EST. (excluding Sunday)."
Then reading their customer help library, I note that they accept no responsibility for lost or damaged packages. Issues must be addressed with the shipper. In my case - UPS. So, while UPS is doing their claims investigation, I proceed to use PartsGeeks Manage My Order feature which allows one to do such things like return a core, re-order, review product, or a general return. I click the general return button and it has a selection for reasons why one is returning. I select "I didn't receive part". That's it. Nothing else, no response from PartsGeek. Then, after my vehicle project is done, I have parts I ordered that I don't need so I return them and PartsGeek gives me two different RMA numbers for the same part within two to three days. I already sent the parts under the first RMA given and I have yet to see any refund/credit. I will have to call their 800 number because their ticket system is always down. Now, I will give PartsGeek credit for giving my core credit on cores returned; though, out of the four cores returned, I only received credit for three. Personally, I will never use PartsGeek again, just because of the quality of their customer service.