Purchasing car parts online can be a convenient solution, often offering a wide selection and competitive prices. When seeking components for a Lexus, finding a specialized supplier like Lexus Parts Direct seems like a logical step. However, as one customer discovered, a seemingly positive initial experience can quickly turn sour when issues arise, highlighting the importance of thorough Car Parts Direct Reviews before making a purchase.
In January, an individual ordered roof bars from Lexus Parts Direct, drawn in by the advertised one-year warranty. The order arrived promptly, and the initial transaction was smooth enough to warrant positive feedback at the time. Fast forward to the end of February, when warmer weather prompted the installation of the roof bars, the situation took a turn for the worse. Upon opening the package, it became immediately apparent that one of the four roof attachments was defective. The door section was detached from the main bar, and the lock mechanism was visibly protruding from its housing, as illustrated in the images below.
Faced with a planned trip the very next morning, and on a Sunday when customer service was likely unavailable, the customer was left with little choice but to proceed with the installation. Temporary measures were taken, using tape and soft paper for protection, to secure the faulty roof bar for the immediate journey. The next step was to contact Lexus Parts Direct directly.
Calling Lexus Parts Direct initiated a stark contrast in customer service. The initial pleasant demeanor of the representative reportedly vanished as soon as the issue of a faulty part was raised. The customer was abruptly instructed to send an email and the call was quickly terminated. An email detailing the problem, complete with photographic evidence, was promptly sent.
The response received from “Daniel” at Lexus Parts Direct was far from helpful, stating, “there is nothing we can do for you.” The company cited a two-week return window for incorrect parts. However, the customer correctly pointed out that the part ordered was indeed the correct one; the issue was a defect covered under the advertised one-year warranty. In an attempt to deflect responsibility, Daniel suggested, “we cannot be sure what you have done with the part in the 6 weeks since it has been delivered.” This response failed to explain how supposed customer misuse within six weeks could negate a one-year warranty on a demonstrably faulty component, especially considering instructions advise attaching the faulty rear left part last, implying damage would more likely occur to a front right part due to installation error.
Seeking resolution, the customer escalated the matter, leveraging their membership with Which? and their legal team, who are now pursuing the case. Furthermore, the credit card company is also involved, acting on the customer’s behalf.
This experience serves as a critical reminder to exercise caution and conduct thorough research, including reading car parts direct reviews, before choosing an online auto parts retailer. While Lexus Parts Direct may offer genuine parts, this account raises serious concerns about their quality control and, more importantly, their approach to customer service and warranty claims. Potential buyers should be aware of these issues and consider alternative suppliers to avoid similar frustrating and unresolved situations.
