ComplaintsforThe Best Part, Inc.

• Initial Complaint

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please the uploaded Word document named TheBestPartCompliantSubmitted2BBB.doc since it exceeds the character limit here. Thanks,*****

  Business response

  09/24/2024

  This customer has been a nightmare from the start. He called us asking for a very specific power supply, we only had a sub and explained that. He said he was ok waiting if we get him the correct power supply. I gave him an estimated delivery date, but due to vendor and carrier delays the power supply was a few days late. He called and I informed him and he seemed fine with it.
  
  Once received, he proceeded to call his credit card and do a chargeback. At no time did he contact us to return it and based on our posted return policy he must ship the part back to receive a refund. Isn't that how business works? You don't get to keep something for free because it was a few days late. If it came too late you send it back and get a refund.
  
  The credit card company sided with us because the customer did not send back the item. That's all, nothing we can do about it until we get this item back. Please ask him to kindly send it back to the address below my name for a refund. This is now outside the return period, so I will only allow a return in the next 15 days. As long as he provides proof it was shipping in the next 15 days, we will extend his return window.
  
  Have a nice day,
  
  -****
  

  
  

  Customer response

  09/24/2024

  9/24/2024
  
  
  Hello ******* BBB:
  
  
  Thanks for your help resolving this dispute with The Best Part, Inc.
  
  It's troubling that ****, the President of The Best Part, Inc. would refer to any of his customers as a "Nightmare" & continue to lie to both myself, my credit card company, ****** & the BBB about what actually happened when I attempted to purchase a computer part from them. His attempt to bully me has been beyond unprofessional. I will once again prove through the attached documentation some of the many lies **** has made as the limited space allows for my online response here. That said, because of ****** continued unethical & fraudulent behavior, The Best Part Incs latest response received 9/24/2024 does NOT satisfy my concerns & therefore I "Reject The Best Part ***** Response"
  
  
  More specifically, in response to ****** message received on 9/24/2024:
  
  The Best Part, Inc. listed the exact part I was looking for on the date of purchase as in stock on Amazon (See attached screen shot of that Amazon listing - BestPartAmazonListingShowSpecificPartInStock.jpg). Because an important computer continued to be non operational without that replacement part it was critical to get the exact part in a timely manner, I called & spoke with ***** the salesperson who said they didnt have it in stock, but could get it, provide free of charge upgraded (2) day shipping & that it would be shipped & received by me by 7/18/2024 at the latest so based on those assurances I completed the purchase online & included a brief summary of our pre sales conversation in the order comments (Please see my comments on the included online order confirmation email named OrderConfirmEmailWithMyComments.pdf). ***** went on to tell me that they would send an email confirming that the part that was listed as in stock (But wasnt) had been obtained & again when they had shipped it. I explained that the computer the part was for was unusable without that replacement part so it was critical that I receive it ASAP which ***** acknowledged he understood. Had I been told at the time that my purchase would not be received until 7/23/2024, I would not have placed the order.
  
  On 7/19/2023 (1) day after I was promised I would receive my order it became clear that there were multiple problems at The Best Part **** I again checked the order status using the link provided. The order status did not indicate any progress on the order. Therefore, I called The Best Parts **** during normal business hours, but received an outgoing message that no one was available in the sales department. I then called back & chose the order department option, but again received an outgoing message that no one was available to take my call (See my included screen shot of my call logs verifying the calls made to The Best Part **** - CallLog2BestPart.jpg).
   
  Later that day, ((1) day after I was promised I would receive my order) since the order status hadn't changed, I hadn't received any status updates from ***** or anyone else that the required part had been received & actually shipped, could not reach anyone at The Best Parts **** via phone & I had still had NOT received the purchased part - even though it had been promised the day before, since I had lost confidence in the Best Part **** I emailed both The Best Part **** President & the sales department requesting that the order be cancelled providing some of the reasons why I was making that request. The Best Part **** President responded with excuses why status updates were not provided, the item was not shipped & the part was not received as promised that were both dishonest & just not correct. Apparently, he also ignored my request to cancel the order.
  (Please see our email thread documenting the above statements & email sent to them cancelling the order - EmailSentToCancelOrder.pdf).
  
  After cancelling the order with The Best Part ****, I then purchased & obtained the correct, exact part I needed from another vendor & received it quickly. After that on 7/23/2024 (5) days after I was promised I would receive my order a shipment from The Best Part **** arrived (Although I dont even know if they sent the correct part since I didnt open the package & dont have confidence that they did). (See the submitted file called TheBestPartDeliveryConfirmDate.jpg)
  
  On 7/28/2024 I emailed **** & ***** at The Best Part **** in detail & included supporting documentation to verify what had transpired & why I was so frustrated with The Best Part **** many failures & ****** dishonesty. I also told him that I would make their shipment available for pickup at the address it was delivered to, but would not spend any more time or money sending it back to them due to The Best Part **** not delivering it when promised & their other failures. Rather than take ownership of their multiple failures in successfully completing my order, **** then responded with lies which included that I had never cancelled the order (Although my order cancellation email was the one he responded to so it wasnt an oversight or case of my email landing in his Spam folder & not being seen). He also added some new excuses such as this was a special
  order, he cant control shipping delays, none of which were true and/or caused the problem. In a bullying tone, he further went onto state that I must take their package back to the shipper for return in order for him to even consider issuing a refund (Please see the included files named LastEmailFromRyanStatingDidntCancelOrder.pdf, RyanReplying2MyCancelEmailThatHeDidn'tReceiveReturnRequest.pdf, our email thread documenting the above statements & LastEmailSentToBestPart.pdf).
  
  
  So in terms of ****** statement in his 1st paragraph that he said "I gave him an estimated delivery date, but due to vendor and carrier delays the power supply was a few days late. He called and I informed him and he seemed fine with it" is incorrect & can be verified as false based on the above including the email sent to sales & **** requesting that the order be cancelled providing some of the reasons why I was making that request (5) days after it was supposed to be received including a lack of promised status updates, no order progress on their website & no one taking my multiple calls. Also ****** statement in the 1st paragraph that "Once received, he proceeded to call his credit card & do a chargeback." is incorrect. I disputed the purchase with my credit card company after exchanging emails with **** at The Best Part, Inc. regarding cancelling the order when it was NOT received a few days after promised that it would be.
  
  
  
  In response to ****** additional lies in his 2nd paragraph "At no time did he contact us to return it and based on our posted return policy he must ship the part back to receive a refund." It's important to note that the return request I made was due to The Best Part ***** many failures, lies, etc., not me changing my mind about wanting the part after receiving the shipment. I did email both him & ***** to cancel the order & then when they decided not to do that, that I would make their shipment available for pickup where it was delivered to. I don't want or need whatever they sent, but I also don't expect to be asked to pay for or be inconvenienced for The Best Part ***** multiple failures, including missed delivery date, broken
  promises & fraudulent behavior. See my response to his 1st paragraph & attached documentation.
  
  
  
  ****** statement in the 3rd paragraph "The credit card company sided with us because the customer did not send back the item." is again not true. My credit card issuing bank has agreed with my dispute after reviewing the documentation I submitted to them, credited my account & is still working with ********** to finalize the matter. The challenge has been that **** has lied multiple times to all the parties involved about what actually transpired so it's taking awhile for everyone to review the documentation I've submitted & finalize the dispute. All involved parties have access to the documentation I've submitted with clearly validates what I've stated & happened.
  
  Based on my experience & later reading over some reviews of customers experience with *********************** **** there seems to be a pattern leading to unhappy customers. Id like to help potential customers of ********************** avoid the problems I experienced purchasing from them.
  
  Im seeking your assistance obtaining both a refund of the purchase price & The Best Part ****s pick up of the delivered package from the address it was delivered to without charge.
  
  Thanks in advance for your help,
  
  *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  09/25/2024

  The customer was informed that we had the sub in stock but wanted exact.  We gave an ETA (THE KEY WORD IN ETA IS ESTIMATE).  If it arrived too late for the customer please return it to us for a refund.  The return period is running out.  The time spent writing novels could easily have been spent walking or driving to the post office and sending this back which would cost less than $9.  This is at the point of ridicules' and we do not have the time or energy to read these absurd letters.  What a total waste of everyone's time.

  If you walk into a store like target and buy something, now you want to return it..... You have to go to target and return it.  They are not coming to pick it up, because that is their policy.  Our return policy is clear and it's past the 30 days.  If we lied the credit card company would not have sided with us.  It is not that hard - return the item get a refund.  Don't return the item and keep it......no refund.  Everyone is used to the free returns on Amazon then buy on Amazon. our policy is clear and the *** is called an estimate for a reason!  We cannot guarantee delivery on special order items as there are other vendors and carries involved.  We have been MORE thank fair, I cannot spend any more time on this. 

  For the record, **** ******** is the president of the company.  My name is *****.  I dealt with this customer.  Return it or don't we will not respond further.  We have exhausted out time with this customer.  

  Customer response

  09/27/2024

   
  Complaint: 22126644
  
  I am rejecting this response because:
  

   

  
  9/27/2024
  
  
  Hello Better Business Bureau:
  
  
  Thanks again for your ongoing assistance with my complaint with The Best Part, Inc. ID ********.   
  
  The Best Part ***.s latest response received 9/25/2024 does NOT satisfy my concerns & therefore I "Reject The Best Part ***.'s Response".
  
  It's helpful to note that this complaint had been previously closed in my favor due in part to a lack of a requested response from the The Best Part, Inc. according to the BBB's rules.
  
  This is my response to the last communication received 9/25/2024 from ***** in the sales department at The Best Part, Inc. related to my BBB complaint. Unfortunately, both he & the owner ****, continue to gaslight & repeat the same lies over & over again thinking that somehow that will make them true or that someone will believe them. When submitting my BBB complaint & subsequent responses, I provided detailed information with dates, many supporting documents & referenced them in my complaint so that the BBB & others could easily locate those & verify that what I have said is true & what actually transpired. The Best Part, Inc. has not submitted any documentation to the BBB so that their statements can be verified as true & correct. Going forward, in order to take The Best Part, Inc. seriously & consider their case, it's necessary that they provide documentation that will support the statements that they have made.
  
  That said, I have provided all the supporting documentation that the BBB, ****** & my credit card bank need to determine the truth & agree with my requested resolution. However, I realize that this will require additional time since they tend to automatically agree with the businesses since they directly pay the credit card fees to the credit card companies & in the case of the BBB represent businesses. Further, they need additional time to review what I have submitted.
  
  
  A quick summary of some of the multiple failures on the part of The Best Part, Inc. which included, but were not limited to:
  
  I usually purchase from smaller businesses when possible as a way of supporting them. I called The Best Part, Inc. on 7/12/2024 to confirm they had the part in stock which they had listed they did have in stock with a picture on Amazon **** screen shot I provided previously showing the exact part I need in stock). This part was critical so I took these extra steps & due diligence to make sure there would be no problems. This was NOT a special order item requested by me - it was a part that they advertised as having in stock. ***** in the sales **** said they did NOT have it in stock, but promised that they would get it to me by 7/18/2024 at the latest with free upgraded shipping. I accepted those terms based on ******* assurances that I would receive it by 7/18/2024 & purchased the part in good faith **** The Best Part, Inc. generated order summary with
  my notations). ***** did NOT say the delivery date was an estimate. As it turns out, it appears they didn't even ship it until 7/18/2024 **** delivery confirmation). Again, if I knew I wouldn't receive the purchase until 7/23/2024 I would not have purchased from them. In today's world with ****** providing free 2 day delivery, what customer would accept a critical item delivered 5 days late & which takes 11 days to receive without order & delivery status updates ?  
  
  The part purchased did NOT arrive at the promised date of 7/18/2024, nor was the online order status showing any progress on the order at least up to 7/19/2024 **** delivery confirmation).
  
  I called The Best Part, Inc. 2 different departments on 7/19/2024  during normal business hours to obtain the status of the order, but nobody answered **** my call log screen shot showing the calls to The Best Part, Inc.)
  
  On 7/19/2024, a day after the purchase was promised to have been received, I emailed ***** in sales & the owner **** telling them to cancel the order since I hadn't received it **** the cancel order email previously submitted).  In response **** responded with a bunch of excuses why it wasn't delivered on time & that it was going to be sent & just ignored my request to cancel the order **** the related email thread previously submitted).
  
  I disputed the charge with my credit card bank. My credit card bank issued a refund of The Best Part, Inc. purchase **** uploaded statement showing reversal of The Best Part, Inc. charge).
  
  On the afternoon of 7/23/2024, a delivery from The Best Part, Inc. was received 5 days after the promised date & 11 days after ordered. I emailed The Best Part, Inc. that I would make their shipment available for pickup where it was delivered to, but would not pay to return their delivery, nor would I take any further actions such as delivering their package to a shipper for return which was more than fair **** included email thread with The Best Part, Inc.)
  
  The Best Part, Inc. once again gaslighted, lied & misrepresented what had happened to ******, Mastercard & my credit card bank.
  
  On 8/15/2024 I submitted detailed supporting documentation to my credit card bank which agreed with me & kept the previously issued refund. **** uploaded statement showing reversal of The Best Part, Inc. charge).
  
  
  
  Based on the many failures as well as lack of customer service of ********************** including, but not limited to:
  
  Failure to maintain an accurate & correct inventory.
  
  Failure to provide status updates on the order as they committed to.
  
  Failure to deliver the purchase on time on the date they promised.
  
  Ignoring the my request to cancel the order after not being delivered on time.
  
  Gaslighting & lying repeatedly to me, to ******* Mastercard, my credit card bank, the BBB, etc.
  
  
  Why would The Best Part, Inc. expect me to have to incur expense, inconvenience & time to return their late delivery which might not even be the correct part after the multiple failures listed above ?   
  
  They continue to lie, not address the facts & ignore the truth. The return policy they keep referring to would be appropriate in a case where the customer orders something & the customer makes a mistake & order the wrong thing or if the customer were to change their mind after ordering & receiving the merchandise. However, that wasn't what happened with my purchase. The Best Part, *** made so many errors & not completed the transaction properly. If The Best Part, Inc. were an honest, reputable business they would have just paid to have their package picked up from where it was delivered as I requested, admitted fault for the botched sale & apologized. If they had done so they might have even kept me as a future customer.
  
  Thanks again for your help with this matter,
  
  
  *****
  

  Business response

  09/30/2024

  The first complaint was never responded to because we never received it.  BBB - Please update our address to the correct address:

  **********************

  Mundelein, IL 60060.

   

  We will consider this response closed since the very fair offer to take it back was rejected. The return period will now be considered closed.  Enjoy the power supply have a wonderful week!

   

  *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩