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2023-09-22
1/5
Misleading "In-Stock", Slow to Ship, Non-Responsive Customer Service
"This retailer prides itself on being a small business that is family owned and operated. This would give you the impression that they care about customer service. Unfortunately, this was not my experience. Poor responsiveness to inquires, items listed as "in stock" that the retailer never actually stocks, and no means to contact them by phone."
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2023-05-05
5/5
Fast Shipping. Odd pricing on some items
"Great shipping speed. Some items (same part different side of vehicle Left/Right) are priced differently which leads to confusion (is it the same part). Otherwise no issues."
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2022-07-25
5/5
Better pricing than Amazon with Advice you Can Trust
"Always a reliable transaction that is both fairly priced and well informed."
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2017-10-23
5/5
Phenomenal Selection, Fast Shipping
"A great online shopping experience with easy to find products and a wide selection combined with fast order turn-around time....what else do you need?"
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19 reviews
HvacPartsCanada from Oem Hvac Parts Canada has responded
Posted Sep-23-2023Firstly, we want to clarify our use of the term "in stock." We have consistently defined this in our terms and conditions, which are easily accessible on our website. At our company, "in stock" means that the item is available with our supplier. Every customer is responsible for reading and agreeing to our terms and conditions during the checkout process. We make it explicit in our terms what "in stock" implies to ensure transparency.
Regarding communication, we have made clear how customers should contact us. Being a family-owned and operated business, we may not have the same resources as larger corporations, and maintaining a full-time phone staff is not financially feasible for us. We appreciate your understanding in this regard.
In your specific case, your email was received by our system on the 19th of September after our regular business hours. On the 20th of September, we were actively engaged in picking up and packaging items, including your transformer. Unfortunately, we had no way of knowing that you wanted to cancel your order at that point, and by the time we saw your email, the order had already been shipped on the 20th of September.
We understand that you later informed us that you had ordered a second transformer from a different US-based company and wished to return the one you purchased from us originally. You mentioned the conditions set by the other company, including a 30% restocking fee and return shipping costs if you were to send the item back to them.
Here are the quoted emails for reference:
Customer's Email Sept 21st 2023: "Hi Matt,
Unfortunately (or fortunately), the other transformer shipped the same day I ordered it (from a US-based source). The transformer was priced much lower than in Canada (USD$30) but shipping was expensive so it worked out to the same price.
They charge a 30% restocking fee and I would have to pay the return shipping."
Our Response sent Sept 22nd 2023: "Hi Claudio, The challenge we encounter is that we don't maintain a stock of items but rather source them from our supplier. Consequently, I'm unable to accept returns. If you were interested in initiating a return with us, I would have to charge you what I paid for the item from my supplier. Additionally, you would be responsible for shipping the item back to me. If you're willing to cover my cost, then I can proceed with the return. Let me know Thanks Matt"
Customer's Response: "Thanks for considering the request Matt.
I would have grounds to dispute this but I won’t. I’ll eat the extra cost for the part that I don’t need.
I’ll offer my experience to other customers on public reviews. Not impressed."
As a small family-run business, we always strive to do our best with the resources we have. We make every effort to ship items as quickly as possible, and we do cancel orders if they have not yet been shipped. We regret that in this case that the experience has left you feeling dissatisfied, but we stand by our decision and responses in this situation. We maintain transparency in our policies and practices, including our definition of "in stock," as outlined in our terms and conditions. Additionally, we have reasons for not providing a phone number, which can be viewed in our video.
Thank you for taking the time to share your feedback, and we appreciate your understanding of our position.
Sincerely, OemHvacPartsCanada.ca