Jamie C.
DO NOT BUY FROM PARTSVU
Worst experience and customer service I have ever had. Ordered what we thought was a lower unit, but due to poor description- it was the incorrect part. This part was $1900. After finally getting in touch with someone at the company, we ordered the correct part for $4800 and was told to ship back the other part, out of our own money in the same box it arrived in. We submitted pictures of the product prior to shipping it back, paid $200 in shipping costs and had a UPS tracking number. My husband had to reach out to PartsVu because it had been a week or two without hearing anything about our return to find out they stated the part was damaged and we would not be getting a refund. Our options were to pay for shipping back to us and we could sell on our own or place a claim with UPS. UPS advised us it would be difficult to claim this because they did not pack the lower unit- yet we had to use the same supplies that the lower unit came to us in. The part was never even removed from the box once my husband realized it was the wrong part. Now that we have started a claim, PartsVu refuses to communicate with us and the kicker is that the pictures they sent to us shows the damage they are claiming was clearly on the part (obvious in the picture we sent prior to sending said part back to them) when we received the part. My husband being a structural engineer thought the "damage" was a part of the structure. Either way, this is not how you treat customers who have spent almost 5k on products. The part is not damaged to the point of being not useable and I would caution anyone and everyone from ordering from this company because if ANYTHING goes wrong, you are legitimately screwed. Oh, and we were told we have 15 days to figure this out or they are throwing away a $1900 part. Highly unlikely, they will probably resell it.
Response from PartsVuMay 15, 2026
Mr. and Mrs. Crawford, We are truly sorry for the frustration surrounding this situation. Regarding your order, the part was shipped from PartsVu in perfect condition and documented as such prior to shipment. We certainly understand that ordering the incorrect part for an outboard can be frustrating. However, we do rely on customers to verify fitment before purchasing, especially for high-value marine components. We also have customer service agents available throughout the week specifically to assist customers with locating the correct parts before ordering. In this case, after the initial incorrect order was placed, one of our agents did assist in locating the correct lower unit for your outboard. Although the original order was placed incorrectly, we agreed to authorize the return as a courtesy. As part of that process, the return instructions and policy were provided, which clearly state that if an item is lost or damaged during return transit from the customer back to us, the customer is responsible for the claim, as PartsVu did not cause the incorrect purchase or arrange the return shipment. Unfortunately, the lower casing of the returned unit arrived damaged, including a broken section on the point of the casing. Multiple photos and emails were provided documenting both the condition in which the item left our facility and the condition in which it was returned to us. Because the unit did not return in resellable condition, we could not in good faith send that item to another customer. We have continued to offer to return the item to you at shipping cost, and that offer remains available. Again, we are sorry for the frustration involved, but PartsVu did not ship the item damaged, nor did PartsVu cause the damage upon return. We are always happy to assist customers in the future with locating the correct parts for their outboards, even if you ultimately decide not to shop with us.