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Worthless status updates combined with ineffective customer service
"I tried to order $6 replacement part for one of my appliances. The part was listed as in stock so I ordered one. The next day I get an email that my order status changed to "on hold" with no additional information. A few days later I find out that they believe my credit card was declined due to the billing address being wrong (which it was not)... So they canceled my order. I called to see what was going on and all they could say was we don't know, it all happens in the warehouse, you could try ordering again and maybe tomorrow we can get different results but there is nothing we can actually do for you today. So I say sure push it through I still want the part and am told I will need to place an entire new order and then follow up in 1-2 business days to see if it went through. I tried to escalate and was told that I could have someone call me in 2 to 3 days... I'm done, it isn't worth all this! Shame on any corporation that has farmed out their replacement part management to this company... I will avoid both in the future."
Bad communication, probably ok if they ACTUALLY have your part in stock (but don't tell you if they don't)
"I ordered a part on 2/26/17 that the site said was in stock and would ship 2/27. I received an email my "order had been updated" on 3/3/17. Upon checking the order (assuming it had shipped), it said "pending." Customer service said the status had just been changed and they had "picked it" so it would ship that day. I received another email 3/8/17 that my order status had been updated. It was the same as before. I contacted customer service and was told again that it was shipping "that day", but they "sent a request to the warehouse" since I explained I had already been told this and it should have shipped 2/27. I contacted them again 3/8 before they closed to confirm they had the part and it would ship that day and was told that they would send another request to the warehouse and I would "receive an email when it shipped or if there was a problem with the order." I received another "order status update" the morning of 3/9 and contacted customer service to see what that meant; it doesn't give any understandable information on the email or online status. I was told that they are sorry but they don't actually have the part in stock. I told them to cancel the order. It took 10 days from the date it should have shipped to find out they don't even have it, all the while I cannot use my oven and could have ordered it somewhere else. I am told the order has been cancelled now."
a REAL positive experience
"So my wife burned the motor up in our hand blender. I searched around for a replacement and found a few sites that offered them. EncompassParts was the cheapest even with the $8.95 shipping. They had a picture of the hand blender motor portion along with links to the original hand blender it replaced (Kenwood now makes the DeLonghi hand blenders). However, I was EXTREMELY hesitant about ordering from them given all the negative reviews on this site (a big thanks to everyone who writes reviews though). Before I ordered the part, I called the customer service about an hour before it closed. I waited for a couple minutes on hold and received a prompt that I could save my spot and have a CS rep call me back. Again, hesitant because I rarely receive calls back. I was delightfully surprised when I got a call back 45 minutes later. Sure beat waiting on hold that long. The CS rep verified the part was actually on hand at both their warehouses. So I went ahead and purchased it. I received an instant email with my invoice, and two days later I received an email saying it shipped. Two days later (today) the package arrived on my doorstep. It was new in the box, sealed, and pack with a big wad of packing paper. I plugged it in and put on an attachment. It sprang to life and works with all my attachments. I hope somebody learns from my example. Call them first to ensure the part is really on hand instead of back-ordered. They had options for expedited shipping, but I was good with ground shipping. Expectation management is a key to happiness.Lastly, I was not asked by Encompass to write a review. I wanted to share my experience so others have a chance to save some money."
"DONT BUY ANYTHING FROM THIS COMPANY! I purchased a Sony part from them 5 days ago. They said I would receive my item in 3 to 5 days. (really needed it quick) On the 5th day I received my invoice by email and they said I would receive my item in 3 to 5 days. DONT BUY ANYTHING FROM THIS COMPANY! NOTHING! SHOP SOMEWHERE ELSE!"
"I had to replace a harddrive that was 100% dead (I went to a solid-state drive which is awesome!). I was very wary of buying the disks from Encompass with all the bad reviews, but I saw an equal number of poor reviews from everyone else so i went ahead, thinking that at least SONY's endorsement must mean something.Well, whatever the problems others have had, I suppose they have addressed the issues, because the disks arrived the very next day after I ordered them (I live about a half-day's drive from the Atlanta distribution center) and they worked flawlessly! I wanted to write this review because Encompass strongly exceeded my expectations, which while these were low, I truly don't know what they could have done better. I recommend them heartily."
"Awful. As you can imagine, I also experienced a shipping issue with this site. They never notified me that the product wasn't in stock, so I waited a week and yet again another order was not fulfiled. Update your inventory and update your alerting to notify customers if a part can't be fulfiled. How is this company still in business?"
"Sony has lost it's mind!Incompetent phone support, semi-broken parts website, unknown ETAs for simple parts and triple expensive part costs?Eventually ordered from another website. What a shame."
"These guys are a joke. I placed an order for two audio-grade capacitors for a Panasonic receiver almost four months ago. A very simple, small order for a common part, and yet I'm still waiting. I've asked for a status update twice and each time it's been "will ship next week". Ha. I'm going to be getting a refund through my credit card company shortly. I would never order from Encompass again. This order has left me with the impression that they are either a complete fraud or completely incompetent."
"I purchased a heating unit replacement for my Panasonic bathroom heater on jan 2. Every time I check the order status there's a new date. On January 26 they wrote that they were shipping it that day to arrive feb 2. On feb 2 I checked the status and found the date had been changed to feb 5. I sent another message asking why and they said they shipped them to people who ordered before me and are not expecting more until the end of feb! Then Why did they say they shipped it and why sell something they don't have to sell!! And why post a new delivery date of feb 5 when it will not be until March? If that!!! Now it is allegedly coming 2/5. I Have a freezing michigan bathroom!! I have asked a few times for them to just send an enitre new unit at this point, to which they never respond. I am so disappointed in this company and so disappointed that Panasonic uses this company for their replacement parts!!"
"Horrible, horrible parts distribution companyI contacted customer service for an ETA for my order on 11/29. They said the estimated delivery was 12/26.This is unacceptable. For one, I ordered them on 11/29 and it will take approximately ONE MONTH for them to get here. Independent of the insane shipping time, these are for a toddler safety issue with a TV and they were ordered with a fast shipping time."
"I would like to share my recent purchase experience with encompassparts.com. Overall it was perfect and flawless. I was looking for a special lens cap which I can only find it sold online on encompassparts.com. A little bit concerned after I read the previous horrible reviews but still decide to give it a try. Order placed couple days ago during the night time. Order confirmation email received immediately with correct info except no shipping cost listed (you can look it up online via the link provided in this email). The next morning the credit card was charged with correct total charge (including $7.95 UPS ground shipping mentioned during ordering). The same after got the invoice email including the UPS tracking number. Two days after, I received my order. The item was correct and I was a happy guy! Hope encompassparts.com will continue this level of service and hopefully my experience will somehow courage people to try them in the future."
"I ordered a washer motor from them and they sent me a used and recycled motor, the bracket was deformed, the varnish was burnt upon arrival, they really don't know how to do business in the right way. "
"Same old same old. Bought some parts for a coffee machine, some of which were received. One was listed as backordered, but showed in stock on their website. Followed up a week later via e-mail, no response. Then I recieved a 'read receipt' saying my message was deleted without being read!Called them and they promised to ship in 1 week, but didn't. Still no update and they keep saying 'we'll ship it next week'.Yeah, right. Stop saying you have parts in stock that you clearly do not."
"I too experienced the same type of negative comments posted about this company.......not being able to print out an order after placing it, no confirmation email sent after order, phone support constantly states "high call volume, long wait time". After I finally did get through on the phone, they offered me free return shipping for a defective part, and then turned around and charged my credit card for the way overpriced return shipping. After disputing that charge with my credit card company, Visa credited me back the shipping charge. My guess is that Visa never followed through to get it back from Encompass. I wonder how many other times Encompass escaped repaying credit card companies?Needless to say, I would never make another purchase from this company. They represent the worst customer service I have ever dealt with, overcharge on shipping, and will lie to you over the phone."
"Shipping and Handling Charge on final invoice exceeded the original estimate by 450%. It is now $43.79 for shipping of $11.62 item weighting less than 100g (vs. quoted $7.95). They had calculated the S&H estimate been provided my full shipping address, hence should have quoted $43.79 upfront or at least should have provided me with an option to cancel or confirm the order stating the final S&H price. That had not been done. Encompass CSR refuses to refund the difference and does not care about BBB and ResellerRatings reviews.Do not give this company your money."