partselect.com

Eventually Made Things Right

Update 9/28/25: PartSelect issued me a full refund of my costs for the refrigerator shelf which was in contention as described below. Their return policy, which was in place at the time of the order, does not require them to do so. I am upgrading my rating because in the end, they were responsive to my complaint and request for the refund, and provided the full refund as a customer service rather than a legal requirement. That is much appreciated. I can't really give the full 5 stars, as customers should not have to file a negative review with Trustpilot to get a response, but their latest response shows that somebody in the organization is paying attention to customer service at some level and is authorized to make things right. This gives me hope that they will continue to improve their responsiveness. I would use this company again.ORIGINAL POST:I needed a half shelf for my new LG refrigerator. It did not come with a half shelf as did the almost identical earlier model which we had for 9 years. I went to the PartSelect.com website to try to order one. I could not tell from their parts diagram for my model if they had a half shelf so I called and discussed with an agent. She assured me that the shelf we were looking at on the diagram was indeed a half-shelf, and that if there were any problem, I could always return it. So I ordered it. When it arrived, it was not a half shelf, but the same full shelf that I already had. I started the return process and requested the return label which I printed out, only to discover that it required me to pay postage. The cheapest postage was more than the cost of the shelf itself and even more still than what I would have received from PartsSelect on the return. I called back, and was told , per policy, I had to pay postage. I emailed the company, asking for them to pay postage, based on the fact that their agent had assured me I was ordering a half shelf. I have since found out fromLG that no such part exists.Months later, and I have never heard back from PartSelect.In fairness, the shelf sent did look like a new LG shelf and was packaged well. But I would caution other potential buyers to beware of this company's onerous return policy and poor customer service.

Date of experience: Jul 07, 2025