Reply from SubZeroParts.comJun 1, 2025
Dear Kimberly,
We’re sorry to hear about your experience and appreciate your feedback.
We’d like to take this opportunity to clarify the situation for you and other customers reading this review.
Our records show that your order was placed independently through our website without contacting our support team prior to purchase. No email or message was received from you with the model or serial number before the order was completed. In fact, during checkout, you confirmed — via a required checkbox — that you had verified the compatibility of the part with your specific unit using the model and serial number.
As part of our Return Policy, return shipping costs and a restocking fee may apply if a part is ordered incorrectly. However, when our team makes an error in recommendation, we always take full responsibility — covering shipping and waiving fees. In your case, the part purchased was not recommended by our staff.
That said, we still approved your return and provided a prepaid return label to assist with the process, which we normally don’t offer for customer-selected orders. We did this in good faith to ensure a positive resolution and to show that we value our customers.
We’re committed to helping customers get the right part — and always recommend reaching out to us before placing an order for free compatibility confirmation.
If you have any further questions or would like help choosing the correct gasket now that you’ve provided the model info, we’d be more than happy to assist.
Finally, we kindly note that purchasing original Sub-Zero parts is not the same as shopping on Amazon. These are premium, precision-engineered components for luxury appliances — and our focus is on accuracy, quality, and long-term performance, not volume or speed. We’re a specialized supplier, not a mass-market retailer, and we work closely with our customers to make sure they get exactly what they need.
Thank you again, and we remain available to assist if you decide to move forward with the correct gasket.
Sincerely,
The Sub-Zero Parts Team
