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It appears so, same website footer and mailing address as LPN (also advertised in footer).
If you must use them make sure you read the terms and conditions before ordering. If possible use an AMEX card for better fraud protection.
Thanks, but I'll just choose not to use them. Too many other choices than to waste time with this level of customer disservice.
The shipping charges usually kill the good prices on these online part stores.
I used Discount Parts Monster from FL when I got my pads and rotors for the GS. They missed one of the rotors. An email later it was on its way.
As I write this, I will admit, I am furious. DO NOT ORDER from LexusPartsNow.Com
ORIGINAL ORDER
I ordered Camel Floor Mats for my SC430. I received the floor mats in a plastic wrap, without a box, and clearly saw upon receipt of the product that it was the incorrect color. They sent me Ecru. I did not have to open it. It was covered only with transparent plastic. The plastic covering was also torn during shipment - which became a HUGE issue.
RETURN PROCESS
I called them to advise them of the discrepancy of color, and despite the label on package saying it was Camel, it was clearly Ecru. I even showed the mats to the Lexus Maui car dealership and they confirmed it was Ecru.
From the beginning, I received the run around, and the process went as follows:
1. I was told my return request would have to be reviewed by their RMA (Return Merchandise Authorization) department. They would get back to me.
2. I was contacted by email and asked to submit photos of the product received.
3. I not only supplied them with photos of product received but of the images from their website showing the difference between Camel and Ecru.
4. Upon submitting this, I received an email within and hour saying my request was denied: "The packaging was opened. They could not move forward with a return."
5. I called them and advised them that the packaging was not opened but torn from shipment. They had chosen to send it wrapped only in plastic and not a box. I am not responsible.
6. They kept saying: We can't move forward with a return. The package was opened.
7. I asked them if they heard my message. I went as far to say: Are you a real person or AI generated. Their response made no sense. It did not address my commentaries.
8. Additionally, they kept saying: The right product was sent. You ordered this product number. The package says the same product number. Thus it is the correct product.
9. I said: The product was mislabeled. I had it confirmed with a Lexus dealership that it is Ecru not Camel.
This went back and forth and back and forth. I was having a Looney Tune moment. I was incredulous. It was worst than a Seinfeld moment. There was absolutely no customer service. There was absolutely no desire to resolve the issue of the incorrect product being sent with a reasonable solution. They never budged on the fact that the packaging was 'opened' vs being 'torn' and held me accountable for USPS damaging packaging in transit. Insane.
I almost got the impression that if it was not AI driven that the agents enjoyed their party-line response, as I got more frustrated.
NOW I AM IN A DISPUTE WITH CHASE - Hopefully, they will back me up.
I am now in the process of a Dispute with Chase. I have a voice recording of my conversation with the representative who is clearly not responding to what I am saying as a real human being with integrity of business and customer service skills would offer. I have all of my pictures. I have pictures I took of the website description with pictures of the product. I have my receipt which shows Camel was ordered. In the end,
I trust I will have a full charge back. BUT it is the hassle of the process. It is the complete lack of care or concern by the organization. And it is that I am still without the product I desire.
OTHER REVIEWS OF COMPANY
I later read reviews and many people had written about similar challenges. They ordered a product. They received the incorrect product. But the label had the correct product code. Thus, they were not allowed to return the product either. A complete SCAM. I wished I had read the reviews before ordering. Unfortunately, my Lexus dealership in Maui can not get this product. It is not being made, apparently, any more as an OEM.
One upset Island Wahine!!!
PICTURES
CAMEL floor mat from website
ECRU floor mat from website
TORN PACKAGING showing a direct match with Ecru colored floor mat
Label says CAMEL but it is ECRU
Spoiler
Spoiler
I wish I had checked the reviews first. I think I bought into the name LEXUS Parts Now, and assumed legitimate.
Wanted to share my experience.
I had a few, complaint free years ordering from them. Then last year, service and reliability seemed to change.
1. I can confirm that the return process is structured to be a deterrent and policies make it nearly impossible. For example, I was sent the wrong part but cannot return because it was opened. I had to open the packaging to confirm they were the right parts. The return window is not DIY friendly.
2. I recognize that there are possible reasons that are not the fault of lexuspartsnow.com; however, my last 2 orders are what I would call failed parts. Front sway bar end links that did not make it one year before needing replacement. This is with new, OEM: shock and top hat/bump stops/dust covers, rear LCA bushings, sway bar bushings, ball joints, rotors, pads.
Rear shocks that in the same amount of time(< one year) feel as though they need to be replaced. Same lack of dampening and back pain from driving that led to replacement. Both symptoms were eliminated shortly after installing new OEM shocks from lexuspartsnow.com.
I have stopped ordering from them as alternatives like Bell Lexus and Longo Lexus have been much more reliable and customer friendly. For those of you who may be near Longo Lexus, I strongly recommend them as they are knowledgeable and have corrected any mistakes the same day.
Seems like a nightmare. I ordered from them once this year for a new idler pulley due to me using their sister site acurapartswarehouse but i also did have a bad experience trying to return anything to them. Luckily one of hte lexus dealerships near me use the parts.lexus.com website and i can order directly through them and pick up from the dealer in a day or 2.
Chase is pretty good with chargebacks especially if you can provide good documentation.
12-19-23 | 02:52 PM
