Verified Company
Courteous. Professional. Willie was very helpful, kindly steering me from buying the wrong item to the right one.
They had the part I needed, which I couldn't find elsewhere. it arrived quickly and was what I needed. Shipping costs were painful compared to a fairly inexpensive part, but I understand
I bought a replacement part for my Franke little butler hot water heater dispenser. They sent me a part that does not match the instructions I have been trying to return the part for the last 10 days. They have been giving me the run around ( asking me to send pictures of the part they sent multiple times and my old part. I just want to return the part and they are not performing according to their own return policy. I have come to a conclusion this is not an honest outfit. DO NOT BUY FROM THEM.
Reply from New York Replacement Parts
Hi James, A 'dishonest' outfit wouldn't even respond to you. They asked for pictures to determine if we sent you the wrong part or if you ordered the wrong part. Maybe someone in our warehouse put those parts in the wrong bin and so a picture of both parts would help us determine that and prevent it from happening again. A simple photo. Two minutes of your time. In the meantime, I'll find out who you've been dealing with and why they just won't let you send it back. Even if they approve the return, because you decided to just return it, claiming it's the wrong part, without sending us pictures to see if the error was on our end, you would need to pay for the shipping back to us and if it's determined we sent you the correct part, via pictures, we also hold the right to charge a restocking fee. This is normal business practice for our industry. I'll be in touch through the website. Thanks.
Edit - for some reason the pictures you posted didn't show, but now they do. Did you send the images to sales@nyrpcorp.com as well? If you are trying to replace 7 and 8 those are the correct parts that we sent you. Franke started making the parts in brass because of the amount of heat generated and the parts failing too quickly. If it's 7 and 8 you need to replace but now just want to send them back, return shipping is on you. If you do send them back and they are the correct parts, but it's determined that you tried to install them your refund will be denied. We do not sell used parts. Again, let me find out who you were speaking to. Do you have a name, that would help? Thanks.
Edit - for some reason the pictures you posted didn't show, but now they do. Did you send the images to sales@nyrpcorp.com as well? If you are trying to replace 7 and 8 those are the correct parts that we sent you. Franke started making the parts in brass because of the amount of heat generated and the parts failing too quickly. If it's 7 and 8 you need to replace but now just want to send them back, return shipping is on you. If you do send them back and they are the correct parts, but it's determined that you tried to install them your refund will be denied. We do not sell used parts. Again, let me find out who you were speaking to. Do you have a name, that would help? Thanks.
Physical store is easy to work with.
Online store is a different story - get ready to get hungup on. I called several times, heard someone mumbling on the line, as if speaking to someone else and the call was disconnected - 3 times in a row. Otherwise, their prices are excellent. I would either go to the physical store or be 100% sure that your web order is for the exact part you are looking for and you won't need to interact with them for a return / refund or clarification as you may not get the level of service you expect. I suspect their online store is overseas as the person I heard on the phone barely spoke english.
Ordered a dozen cage units for steam traps to replace in a home. Service and time of delivery was great. Had a steam trap cap I broke in the process and couldn't find it on the website. Called the 1-800 number and an employee went through parts books to try to find the correct piece. Turns out they didn't stock it but they went out of their way to help and not just give me a, "find it on the website" response. Will order from them again when needed.
Stay AWAY.
I asked there representative to confir the replacement parts needed for my Toto Washlet. He confirmed and I followed his instructions to order online. It was the wrong part and New York Replacement Parts are refusing the return even though it was never used as it was obvious it was the wrong part the moment I opened the packaging.
Appalling behavior.
Do NOT TRUST anything they say.
Wasn't sure which part to get for a Toto tank, because the original part had been discontinued. Sent a model spec of the toilet and they recommended the correct part. Thanks!
Worst experience with ordering something online in a long time. Highly recommend looking elsewhere for your parts. I had to return an item I ordered because it was the wrong part number. Kind of crazy that you need to pay for return shipping in 2025 but it is what it is. That aside, after not hearing anything from them for weeks after it said my package had been returned via tracking, I followed up. They responded and let me know that my return would be denied because they found "scratches" and that it was "dirty". The interesting part here is that I never even removed the part from the packaging it came in which means they shipped it to me this way. Steer clear of these scammers.
I ordered some replacement parts for a toilet hinge without the cover. For the same price I could’ve bought the cover and the hinge set, I was able to just get a pair of hinges. But these hinges were great quality and it was quite expensive due to the addition of shipping costs as well. The shipping was quick though, 2-3 business days I think. I called asking about the date of the delivery and there were some nice people on the phone. I would totally recommend them!
Awesome store and staff. Was able to locate a very old replacement part (shower faucet cartridge) for me that saved me a lot of money vs. what several plumbers wanted to “fix” my problem. Highly recommend coming here to check if you are looking for an older part.
Bad customer service. I was told to come in to show what I needed, but they know this issue and could have told me not to come in because they don't have the parts. Also, if so many people are coming for the same parts, maybe order them and sell them for profit.
Reply from New York Replacement Parts
2025.06.06
Thomas, there are thousands and thousands of different parts. Alot of times the counter people need to see the part to identify it. Not sure what you mean by 'they know the issue'. What issue? Right now, some parts, are difficult to get or they have longer availability dates from the manufacturers. Sorry you had to make the trip to the store but sometimes it's unavoidable. Next time send a picture of the part to sales@nyrpcorp.com so we can see what part you need before you go to the store. Thanks.
Very difficult to return part. Has several conversations with two different employees about returning an electronic control. Told them part had not been used; it was obvious it was not used. Returned it within 30 days as per policy. Denied return because they could not verify part had not been used and packaging was “mangled” (it was not). Very disappointing. These folks are not trustworthy. Use this vendor with caution. CAVEAT EMPTOR
Reply from New York Replacement Parts
2025.05.10
Hello Francis. Our return policy clearly states we don't accept returns on electronic parts and here's why. We have been burned so many times in the past accepting returns on electronic parts from people who claim they didn't try to install it. Not saying in your case, you did use it. In almost all cases it's very difficult to determine the cause of electronic part failure and we've had people return their old part. We know this because we used to mark electronic parts but even then, the argument with customers wasn't worth the effort. Not everyone in this world is super honest. Electronic parts are very easily damaged installing them incorrectly or by attempting to install the wrong part with a fixture 'to see if it will work'. We have refunded orders, before shipping them out, from people who order electronic parts with a customer message that says. 'Can I return these. I just want to see if they fit or will work in my faucet'. In some cases, it's misdiagnosing the problem to begin with. A customer buys an electronic part, they install it, but it doesn't solve the issue, so they return it. It's now used, and we do not sell used parts. We do not have facilities to inspect, and test returned parts. They need to be sent back to the manufacturer, at our cost. It's not our fault if you did not fully read our return policy which you can read here.
https://www.nyrpcorp.com/shipping-return-policy/
https://www.nyrpcorp.com/shipping-return-policy/
Awesome service, packaging and quick shipping at fair prices. They have everything from the common to the unique.
I'll definitely be buying from them again
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Horrible, stay away. Ordered two Floodstop motors, one was defective. Got an RMA on their website that approved the return. Paid return shipping and while the motor was in transit back to them got a rejection for the return. Left me an email to contact who doesn't return messages. They don't stand behind their products and this is outright fraud. Stay Away.