My son, Greg Cutler, saw an advertisement from US Auto Parts in your April magazine for a chrome grille (p. 19). He ordered this part in mid March from a man named Alex. Then on March 24, he wrecked his truck and, obviously, no longer needed the chrome grille. Therefore, he called U.S. Auto Parts back (1-888-872-8866) on Monday, March 26, to cancel his order. Again, Greg spoke to Alex and Alex informed him that it would be NO PROBLEM since the order had NOT left their warehouse.
I know for a fact that this occurred because I was standing in the room when he made the phone call. At this point in time, we thought that everything was resolved. Greg placed the order on his brother's MasterCard (Brian Cutler), which he had permission to do so.
About a week and a half later, the order was delivered to Brian's (my oldest son) home by UPS. Since both he and his wife, Angela, were in Europe at the time, they were not at home to accept the order. I was getting their mail for them and noticed the slips from UPS to deliver the grille. I called UPS and that reassured me that if it was sent in error that it would be shipped back to US Auto Parts. After the 3rd attempt from UPS to deliver the package, they did, indeed, return the merchandise to U.S. AutoParts.
About a week after that, U.S. Auto Parts called Greg and asked him why he returned the merchandise and he told them that the ordered was canceled prior to its leaving the warehouse. U.S. Auto Parts said that they had no record of that and Alex now claims that he knows nothing about it. When both my son, Brian, and I talked to Terry in Customer Service, he also claims that he knows nothing about that infamous conversation with Alex.in fact, Terry said that he would not remove any of the charge on Brian's MasterCard because Greg still owed the entire amount.
Terry alleges that the order was sent on March 29. He is not even interested in the fact that it was canceled on March 26. When we told him that the complete order had been returned, he was unaware of that also. I'm not so sure that the "right hand knows what the left hand is doing!" It is my understanding that the charge for the grille has now been removed from Brian and Angie's MasterCard, except for about a $175.00 restocking fee. We have tried on numerous occasions to contact Terry and he refuses to return most phone calls.
My oldest son, Brian, and I vehemently object to that company charging Greg any restocking fee when he was told on March 26, that the order had not even left the warehouse. U.S. Auto Parts has acted in a most unprofessional manner and we do NOT appreciate it.
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