One Sunday night I put in an order for a set of 4 struts. On Monday I changed the order, upgrading to higher quality. I was assured before placing the new order that the original order was canceled, and that my credit card would show a refund of the first amount and a new charge for the second order. I also asked that they send the struts to my mechanic's address rather than my home.
After several days I received 2 different shipping confirmations - one for DHL, the other for UPS - for both sets of struts. Realizing that a mistake had been made, I called the company and was told to refuse to accept the shipment from UPS for the unwanted struts, that UPS would send them back to APW, and that when they received the items, a full refund would appear on my credit card. Only problem with this plan was that the struts were delivered to my porch while I was away. When I contacted the company for a return label, I was stonewalled.
I called their phone help, and was told that I'd receive an email telling me how to return the item, along with a return number. No return shipping label appeared. I called again to ask specifically for the return label, and was told by the agent that he would try to see what he could do. Another email without a label appeared.
I spoke with their phone help, again, but the call was dropped while I was on hold waiting to talk with a supervisor.
So, I went to the live e-help line. Was told by that agent that they would not pay for return shipping. I also could not get an answer as to why I had to pay to correct their warehouse mistake. I was then cut-off from that conversation as well.
The packages weigh a combined 52 pounds, so shipping isn't trivial. But it costs less than the $315 I'm supposed to be refunded, so I really have no choice.
This story is much like the others I have read on this site about this retailer. Buyer beware! Their mistake DOES constitute your problem. I also notice that there are several other auto parts retailers reported on this site frequently by angry customers. So do your homework, avoid those companies with poor reports, or take your chances that your experience won't mirror ours.
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