Awful Customer Service
This merchant has some of the worst customer service I've ever experienced. When I originally placed the order I provided the salesperson with the two correct part numbers I wanted to purchase. While on the phone the salesperson sent an order confirmation email which included the wrong part number (DD63-00104A instead of DD81-01635) for one item and the wrong quantity (2 instead of 1) for the other. The salesperson said that the microwave had 2 grease filters and I had to insist that it only had one. When I pointed out the part number discrepancy the salesperson said that part DD81-01635 had been discontinued and that the part DD63-00104A was the replacement. I told him that I didn't think it would fit since you can look at the part and tell that it is not the same orientation. He assured me that it would fit as it was the replacement part for my dishwasher and that if it didn't fit I would have no trouble replacing it for the correct part. When the order arrived the grease filter was damaged. I contacted the merchant immediately and provided them with pictures of the damaged item and packaging (which was not damaged). They said that they would review the pictures and issue a refund for the part and that I would not need to return the item, but to keep it in case an inspection was requested. I later received a letter in the mail from the carrier USPS saying that an insurance claim had been filed and asking me to bring the item and packaging to my post office for inspection. I brought the package and item to the post office, where it was inspected and determined that damage to the item was not caused by carrier handling because the box was very clearly intact with no visible damage. This was clear from the pictures I provided the merchant. It seems as though the merchant knowingly filed a fraudulent insurance claim with the carrier. USPS recommended that I contact the merchant. When I went to install the dishwasher part I was not surprised that it did not fit. I contacted the merchant and was told that it was the incorrect part and that they would need to review the original sales call and order to see if they could provide a refund. They said that the correct part was no longer available, but could be purchased as part of an assembly for over twice the price I paid for the other part, a little less than half of what a brand new dishwasher costs. I asked to file a complaint with the way the order had been handled and cost of the replacement, but they were unable to take a complaint or connect me with management. They said I could only request a call back from management to discuss my complaint. I requested a call back and they said they would call me back within 1-2 business days regarding the complaint and also another callback regarding the return itself in within about 5 business days. I never received a call back from management. I tried to contact the merchant multiple other times by phone and via the web submission form on their website and either received no response or was told that I would have to wait for a member of management to call me back, which they never did. About 3 weeks had passed at this point and the return process was not progressing so I filed this dispute. After I filed the dispute I received an email communication from the merchant stating I would need to ship the product back to them including a receipt for the shipping cost before they would be able to issue a refund for the price of the product, shipping, and return shipping. I replied to their email stating that I was not comfortable paying out of pocket for return shipping based on how everything has been handled with this order and offered that they could provide a prepaid shipping label and I would return the item. I received no response from the merchant after that. All they have done is send me broken/incorrect parts and given me the run-around trying to get a resolution, which they apparently are continuing to do.