Business Response Contact Name and Title: *** E., CSM Contact Phone: XXXXXXXXXX Contact Email: ***@genparts.net Thank you for writing. On XXXX-XX-XX at 12:02:56 PM, you purchased one Frigidaire Part# XXXXXXXXXX Door Lock Assembly. The part was delivered on Wednesday, 12/23/2020 via UPS. On XXXX-XX-XX at 17:36:06 PM, we received the first communication from you: "Attached please find the receipt of an item that I bought from you. I returned it via UPS, with tracking #1ZXXXXXXXXXXXXXXXX The item was delivered to you on 12/30/2020. I still have not received any refund. Please process my refund as soon as possible." We were very confused because we never received any requests from you to return the part before receiving your email regarding a refund. Manufacturers like Whirlpool (the parent company of Frigidaire) pack their replacement parts sometimes with a core return label enclosed. These labels are efforts for companies like Whirlpool to recover the cores of used or malfunctioned parts so that the old core which is being replaced may be recycled for environmental efficiency. Distributors do not open boxes that have arrived from the manufacturer to remove these return labels: this is why they are included. When every customer completes their purchase with GRP, we send an automatic email describing the return process and policy if a customer needs to return their order. We are very straightforward in our return policy regarding returns:. Its very first paragraph: "All returns require a returned merchandise authorization, hereinafter referred to as 'RMA'. Please contact ***@genparts.net in order to start the return process. Genuine Replacement Parts will provide specific instructions to properly identify your return for quick processing. Do not return products to our corporate office. If a part is mailed back to our corporate office, this will delay the return process and you will be responsible for the cost to ship the part to the correct address." We do not know how to be more direct. We advised you that the label that came inside the box you received was not for a return, but rather to send back the item's core to the manufacturer. You never contacted us for an RMA, nor did you adhere to our return policies; therefore, we must deny credit as GRP never received your part. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) There are a number of issues with the response from GRP. First, the return label that was included in the lock assembly shipped to me specifically states that I should return the lock assembly to the El Paso, TX address if it does not fit my Washer machine. It didn't ask me to return any old part. Hence, the explanation from GRP that manufacturer included the return label so I could ship the old part to them, does not make sense. I followed the instruction in the return label GRP included in the package it shipped to me. Additionally, my Washer machine was manufactured by Electrolux, not by Whirlpool or Frigidaire. Therefore, Whirlpool or Frigidaire could not have asked me to ship to them for recycle, an old part that they did not manufacture. Second, when GRP shipped the lock assembly to me, they did not provide me with any additional information that the manufacturer was going to include a return label in the package they used to ship the lock assembly to me. GRP also did not provide me with an instruction not to honor the return label that the manufacturer included in the package GRP shipped to me. Since I placed the order on GRP's website, the natural thing for me is to assume that GRP packaged and shipped the lock assembly to me and that GRP included the return label, instructing me to return the lock assembly to El Paso, TX. Without GRP notifying me otherwise, I had no way of knowing that the return label was not from GRP. Therefore, GRP's failure to provide such vital information is negligence on their part and the negligence is what has created the confusion that led to me shipping the item to El Paso, TX, as instructed. Hence, GRP bears the responsibility for the item being shipped to El Paso, TX. Third, GRP is a Distributor for the parts Whirlpool or Frigidaire manufactures. GRP should have had a better arrangement in place with the manufacturer as to whose return instructions customers should follow. Also, GRP should have had a policy in place to notify customers whose return instructions they are to follow in the event those customers receive multiple and conflicting return instructions. This is another source of confusion created by lack of better business patroonship between GRP and Whirlpool or Frigidaire. Therefore, as a consumer who is not privy to the Distributor-Manufacturer business relationship, I should never be penalized for the conflicting return instructions provided by the Distributor and the Manufacturer. Fourth, assuming that I return the item to an incorrect address, GRP's return policy does not stipulate that customers will not receive refund if he or she did not obtain an RMA prior to returning an item. According to the policy GRP cited in its response, the penalty for not obtaining an RMA prior to shipping is that refund may be delayed, not DENIED. Also, the penalty for shipping to incorrect address is that the customers will be responsible for shipping cost to ship to the correct address. Hence, GRP's decision to deny me of refund is a gross violation of its own return policy. In summary, since I returned the lock assembly to the address printed on the return label that was included in the package that GRP shipped to me, I request that GRP refund my money. Thank you! Business Response Thank you for writing. Since we do not possess the label you were issued, not do we have any way of retrieving the label, we believe we must give you the benefit of the doubt in this matter. For clarity, you did indeed purchase a Frigidaire Part# XXXXXXXXXX Door Lock Assembly (OEM). This is most likely why the part you ordered was not compatible. Frigidaire is manufactured by its parent company, Whirlpool, and Electrolux is manufactured by GE. We also understand that the natural thing you may have assumed to do was return the parcel with the core return label. On our website, we instruct our users to inquire with our support team for return merchandise authorization before returning parts. It is also very clear in our return policy: "All returns require a returned merchandise authorization, hereinafter referred to as 'RMA'. Please contact ***@genparts.net in order to start the return process. Genuine Replacement Parts will provide specific instructions to properly identify your return for quick processing." https://tinyurl.com/grprp2021 I have also attached screenshots of what a return merchandise authorization looks like. In your Complaintsboard.com response, you write: "According to the policy GRP cited in its response, the penalty for not obtaining an RMA prior to shipping is that refund may be delayed, not DENIED. Also, the penalty for shipping to incorrect address is that the customers will be responsible for shipping cost to ship to the correct address. Hence, GRP's decision to deny me of refund is a gross violation of its own return policy." This is incorrect. Your refund is only delayed and not denied if you mailed your parcel back to our corporate office per the first paragraph of our return policy: "If a part is mailed back to our corporate office, this will delay the return process and you will be responsible for the cost to ship the part to the correct address." Though sending the part to our corporate office address is indeed incorrect, it does not imply that sending the return parcel anywhere would be grounds for delaying the refund. Sending the parcel back to our corporate office and sending the parcel to an entirely incorrect address are two different things. As such, we have agreed to refund you in fairness, considering the benefit of the doubt of the situation. We have refunded you the price of the part plus tax and deducted a 25% restocking fee. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) GRP agreed to refund my money, but deducted a restocking fee of 25% when they admitted to the fact that they did not receive the part. GRP stated as follows in their previous correspondence with me, which I previously attached to my original complaint: "Your return was not sent to our warehouse in Dallas, TX where your part came from or the proper return warehouse. The part was sent to El Paso, TX, and was most likely inspected by a Frigidaire tech and then disposed of." Hence, there is no part for GRP to restock because GRP indicated that Frigidaire might have disposed it. Stated differently, this part was not restocked by GRP because GRP did not receive it. Frigidaire did received it and did not charge me a restocking fee. Therefore, there is no basis for GRP to charge me any restocking fee when they dud not restock the part. GRP is expected to refund $49,21 if restocking fee were not deducted. However, they refunded $37.99 after deducting restocking fee. I am asking GRP to refund the balance of $11.22.