Purchasing car parts online should be a straightforward process, offering convenience and reliability. However, my recent experience with Lexus parts direct has been anything but satisfactory, and serves as a cautionary tale for anyone considering using their services. In January, I placed an order for roof bars from Lexus parts direct, enticed by the promise of a year’s warranty. The initial transaction seemed positive; the roof bars arrived promptly, and I was immediately asked for feedback, which at that point, would have been favorable.
Fast forward to late February, as the weather improved, I decided to install the roof bars. Upon opening the box, the disappointment was immediate. It was evident that one of the four attachments, crucial for securing the roof bars to the car, was clearly defective. The door section of the attachment was detached from the main roof bar component, and the lock barrel was dislodged, sticking out from its housing. This significant fault meant the part was unusable in its current condition.
The unfortunate timing of this discovery, a Sunday, coupled with a planned trip for the following morning, left me in a difficult situation. To proceed with my trip, I was forced to install the roof bars despite the defect, resorting to taping the faulty attachment to ensure a somewhat secure fit. I took care to protect the car’s bodywork using soft paper under the tape, a temporary and far from ideal solution.
First thing on Monday, I contacted Lexus parts direct to report the faulty component. Regrettably, the customer service experience deteriorated rapidly. The initially pleasant demeanor of the representative shifted dramatically to hostility upon hearing about the defective part. I was abruptly instructed to send an email detailing the issue and the call was curtly concluded.
Following their instructions, I promptly sent an email, including photographic evidence of the damaged part. The response I received was dismissive and unhelpful, stating unequivocally, “there is nothing we can do for you.” They cited a two-week return window for incorrect parts. While the part itself was the correct model, the issue was a manufacturing defect, clearly covered under the advertised one-year warranty. When I raised this point, a representative named Daniel countered with the assertion that they could not be certain what had happened to the part in the six weeks since delivery. This response failed to address how supposed user damage negated a one-year warranty on a demonstrably defective item, especially considering the instructions advise attaching the faulty rear left component last, suggesting any accidental damage would more likely affect a front right part during installation error.
Currently, I am pursuing this matter further with the legal team at Which? (consumer advocacy group) and my credit card company is also investigating on my behalf. To anyone considering purchasing car parts direct from Lexus parts direct, I strongly advise caution and suggest exploring alternative suppliers to avoid similar issues and disappointing customer service. I will update this review with any future developments in this ongoing dispute.
