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Merchant Member
Updated on: 2021-09-28
2/5
Web site is broken
"Your web site is broken in several ways. You can only add an item to the cart if it is found by going through the hierarchy filter. You can find the product by searching for a part number but it then cannot be added to the cart. It is impossible to remove single items from the cart. You have to purge the entire cart and start over or save the cart to a wish list and then reload the cart from the wish list, leaving out the product you don't want. I have experienced this several times now, and think I will just move on to a different web outlet. It's clear you guys are not going to fix your web site."
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2019-11-13
1/5
Bad customer service - They have lost my business
"Customer service is terrible. They don't stand behind their service and instead shift the blame to some other supplier. I've spent over 3000 dollars with HPU over the years and they have lost me as a customer for a 15 dollar part and some unmarked (not Honda packaged O-rings). I recently placed a 300 dollar order for a power steering unit rebuild and that order included a power steering reservoir. When it arrived i noticed that it was a defunct recalled reservoir. I notified them and got no response. I emailed them again and got no response. I contacted them for the third time, offering to send pictures and finally got a one line response saying that they had sent the correct part. It's true that the part number on the packaging had indeed been for the newer part, but the package was an unsealed, open plastic bag and the wrong part had been placed inside. Curiously they're response didn't ask for pictures or show any interest in solving my problem. I decided to send them the pictures, that they clearly gave no **** about, in order to prove that they had sent the wrong part. I showed them the side by side comparison of the well used reservoir in my vehicle (replaced years ago by the recall) next to their new old-style part. Another short response came through, shifting the blame to their supplier and there was nothing they could do. Then they directed me to their web site for a return. No apology for the inconvenience, no sense of standing behind their service, no RMA. I just now sent yet one more email requesting an RMA, why didn't they just include one in order to anticipate my needs? I don't know, is it because these losers have no idea what costumer service is? I have had to postpone my rebuild (by nearly a month) over this part. Good customer service would have asked for pictures and/or shown a willingness to investigate the issue. Good customer service would indicate that they stand behind their service. Good customer service does not pass the buck to some other supplier that I don't have contact with. For a 15 dollar part, they should have sent me a new part, and sent an RMA (without me having to ask) with a request that I return the old one. At this point, I don't know what the return would be for since they can't actually sell the part, but oh well. I was going to order another 500 to 800 dollars worth of parts for a 100k mile service on another vehicle, but dealing with these people is just too tedious and its clear they don't want the business enough to earn it. Oh and those o-rings in unmarked plastic bags? I have no idea if they're actual Honda parts and therefore no idea if those rings will withstand the power steering fluid and the heat internal to the power steering pump, but one thing I do know, Honda Parts Unlimited will give zero **** about it. They'll just tell me, from a computer room full of pot smoke, that it's what their supplier gave them so....ya. I'll order a seal kit somewhere else."
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