Company refuses to refund part because of a missing box, until W5 steps in

Every now and then, people ask W5 to get to the bottom of what they think is an unjust situation with nowhere to turn. Those stories don’t always justify an entire multi-layered W5 TV investigation, but they are legitimate stories nonetheless and worthy of some digging. And sometimes the digging alone triggers a solution.Back in December of 2022, Maria M. from Bradford, Ont. noticed her refrigerator wasn’t working properly.

She paid $361.37, including taxes and shipping. When the part arrived a few days later, Maria gave it to her repairman, who opened the box, took a look and told her that it was the wrong part. Genuine Replacement Parts sent her what she ordered – but she had made an honest mistake and ordered the wrong part.Genuine Replacement Parts emailed back to say they do indeed accept returns – as long as the part is in its original box.

Maria admittedly did not read the return the policy. And I suspect she’s certainly not alone when it comes to that. But she insists that she did verbally ask and found it appalling that a $360 part could be deemed useless and irreclaimable because of a missing box.“Your refund policy should be NON EXISTENT because 99% of your clientele would open the box to see the product… This is unfair and unjust.

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