In mid November I ordered a pair of bumper brackets which were described and pictured as a "set/2pcs". * (Believe it or not, as I searched for the item for reference I've found that they've been removed from the web site.)* After about nine days the package arrived. The part was a perfect fit. The only problem was... They only sent one bracket.
Unfortunately it takes TWO brackets to hold my rear step bumper in place. The next morning I tried a live chat which first tried to tell me my order was complete and then told me they would forward the problem. I quickly e-mailed the problem to customer service as well. Using the toll free number seemed useless because you just sit on hold.
After several e-mails I found the same person doesn't reply to multiple e-mails. I kept getting different answers from different people. Most trying to convince me my order was complete. I asked for a different number for someone who actually knew something about auto parts. I was given a different number. After waiting a long time on hold I was quickly dismissed and transfered to... Customer service.
I waited again on hold. I finally spoke to someone, described the problem and was put on hold again. When she finally came back she told me: It was a mistake made by their shipping department, they would e-mail me a prepaid shipping label, once I sent it back I would be refunded. Then she told me after 7 to 10 days I could place my order again to get both pieces. I repeated it back... Twice to make certain I understood.
Several days passed and no label arrived. I emailed to ask about the label and I was told to, "shoulder the burder of shipping" myself, "send a scanned copy of the shipping cost" and "I would be refunded" for that as well. At that point I was running out of patience. I began asking for the contact information for a manager or supervisor.
After three or four requests for a manager or supoervisor I received messages in writing and on my home answering machine stating that this was their fault, I should keep the part and I would be refunded. Every couple of days I check my account and update Auto Parts Warehouse with an e-mail stating the status of my refund.
On Christmas day I received an e-mail taking a giant step backwards, asking me if I had returned the part yet. They had been telling me for weeks to keep the partial shipment and wait for my refund. I went through the roof and really gave them a piece of my mind. They didn't reply until early January again telling me they were forwarding the issue to the accounting department. I continue to update them of the status every couple of days. I even offered to let it all go if they just sent me the missing part. Yesterday I removed that offer from the table because I clearly need to order the parts somewhere else.
After all the communications it was never explained to me why they wouldn't send the missing part, why they wouldn't send send my communications to a manager or supervisor and why they haven't sent my refund yet. It's now mid January and this issue is no closer to being resloved than the day the partial shipmant arrived at my door. My story sounds just like all they others so buyers beware!
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