Complaints

This profile includes complaints for PartsAvatar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PartsAvatar

  Surrey, BC V3W 3A6

  
• 

  Parts Avatar Inc

  6127 Shawson Dr, Mississauga, ON L5T 1E4

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:21/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  was charged a 15% restocking fee when I returned an item because of the company's mistake as per their return policy: A 15% restocking fee will be charged upon all product returns which are not the result of our mistake.I spoke to their horrible chatbot and got no help

  

  Business Response

  Date: 26/12/2023

  Hi ******,
  
  We checked your case details and would like to apologize for the inconvenience. The complete return policy details are provided on the website. However, we have processed a full refund for your return. The refund receipt is attached for the reference. For any outstanding issues related to your order, you may contact us at ***************************************** and we shall resolve it for you.

  Customer Answer

  Date: 29/02/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:21/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 30 2023, I purchase a car starter along with other parts from Partsavatar on Order Id: ************************************ was pickup on Dec 4th 2023, I had my car schedule to have the starter installed on Dec 9th 2023, After reviewing the new and old part, Partsavatar had sent me the wrong part. Partsavatar website did not give me a option to create a ***, So I had notified partsavatar via email (partsavatar website does not have a phone number) on Dec 11th 2023, Dec 12th 2023, Dec 13th 2023, In my emails I did provide pics of the old and new part, plus my car vin#.I finally got a reply on Dec 14th 2023, that they had sent me the wrong part and issue a *** for the part only. I reach back again on the Dec 14th 2023 and Dec 15th 2023. Informing customer service, ********************** had charge me for a core and i want my refund. I did not hear back. All emails regarding this case is available to BBB if needed.The issue is partsavatar sent me the wrong starter.I was charged the following:Starter - $91.65.Core - $30.67.Core Handling Charges - $1.79.I want my refund from partsavatar for the starter, Core Charge and handling charges, plus applicable taxes.

  

  Business Response

  Date: 26/12/2023

  Hi ****** ,

  We are sorry for the inconvenience caused but it seems like there is some confusion in your return. The *** for the full refund was provided to you for the return of the parts.
  Please rest assured, you will get the complete refund for the returned part which will include ( Part Price+ Core Price + Handling Charges + Applicable Taxes ).For any outstanding issues related to your order, you may contact us at ***************************************** and we shall resolve it for you.

  Customer Answer

  Date: 06/02/2024

  Hello ******,
  *************** to your request to provide my update in regards to my original complaint #********.
  ref: "Please email me your update so that I can reopen the original complaint you filed against Partsavatar."
  
  I have returned the part on 12/30/2023 via the *** provided by parts avatar. I did reach out to partsavatar customer service on the 9th and 11th, Inquiring about my refund. I did not hear back from partsavatar, which leaves me to other choice but to reach out to BBB again.
  
  I have included a copy of the *** receipt.
  
  
  P.s. I have spent thousands of dollars with partsavatar and this is insane to know its going into 2 months for partsavatar to issue my refund, knowing its their fault for supplying the wrong part.
  
  Regards,
  ******

  

  Business Response

  Date: 29/02/2024

  Hi,

  The refund was processed from our end on Mon, 5 Feb 2024 and the refund receipt is attached for the reference. Full refund as promised was successfully processed hence the case was closed from our end.

• Initial Complaint

  Date:05/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car starter from Partsavatar on November 16th which had a core charge of 57.62. I returned the core to Partsavatar on November 18th @ the Shawson dr location & have yet to get the core charge refund on my credit card. I have emailed Partsavatar and also spoke to their live agent that said he will send and email & they will email me back but have yet to get any response from them. I would like for Partsavatar to refund the $57.62 that they owe me.

  

  Business Response

  Date: 06/12/2023

  Hi *****, 

   

  The refund has been processed yesterday (please refer the attached image). This should get credited to your card in 3-5 days depending upon your bank. 

  Please accept my sincere apology for the delay in processing your core refund. 

  Regards,

  Hemant

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to return parts that won't fit, and there just jerking me around, I just want them to take the parts back and give me a refund.

  

  Business Response

  Date: 05/12/2023

  Dear *****, 

  The Customer Success Team emailed you on December 1, 2023, confirming our commitment to accepting the return of the part for a full refund. Additionally, we provided you with the *** and a prepaid return shipping label to facilitate the return process. Once the part reaches our warehouse, a refund will be processed within 48 hours.

  Hope this resolves to your satisfaction. 

  Best regards,

  Hemant

  Customer Answer

  Date: 31/01/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:25/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 tires from these guys around Oct 5th. I recieved 1 tire even though I paid for two. They have no customer service and send the same automated email every 2 days stating they are escalating my case. I need the second tire for inspection. It's been weeks with nothing being communicated other than the same automated bs. Make this right. Just give me my second tire and the problems solved. Please

  

  Business Response

  Date: 27/10/2023

  We are extremely apologetic about the delay. As per the case history, the replacement part is shipped under ******: ************ and our team mailed you update for the same. Please rest assured, your parts will be delivered soon.

  Customer Answer

  Date: 27/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:19/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 26, 2023, I paid a low price on a ******* tire on the Partsavatar website. Early on in the process, I was informed that the tire had arrived in stock and was ready to be shipped. The tire I ordered from PartsAvatar has not yet been delivered. I contacted customer service, and they promised to send the tire out as quickly as they could. According to a recent email, the tire is expected to arrive in four weeks. Throughout the process, I received multiple requests to cancel the order. I always let them know that I would prefer to wait for the order. Parts Avatar cancelled the purchase this morning despite my communication and their agreement they would send the tire out.

  

  Business Response

  Date: 20/10/2023

  Hi,
  
  We are extremely apologetic about the inconvenience. As per the case history, the ** ** **** * ** ******* * *** **** *********** was ordered twice under two orders. We had one unit in stock which we delivered on Fri, 15 Sep 2023 and requested your confirmation about the out of stock unit. Unfortunately, our supplier canceled the order as they didn't have a certain timeline of the part being back in stock. We understand the disappointment but we had to cancel the order as we were unable to fullfill the same. The full refund for the canceled order has already been processed from our end. You can contact us at ****************************** for any further assistance.

  Customer Answer

  Date: 25/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The tire was bought. I received word that it had arrived in
  their inventory and was getting ready for shipping. No prior notice was given
  on the cause of any delay. I also know that there isn't a shortage of this
  tire right now because they can be found elsewhere. I am aware that there are
  neither known flaws nor recalls. I am aware that a fresh order could be issued
  and the tire could easily be warranted if it was defective in any manner. I was
  not informed of this, and the order was cancelled without my permission.   I suspect Partsavatar simply did not want to
  provide the tire at the price they were charging and/or specified on their
  website, which is why they kept rescheduling and then cancelled the order
  The price that was contracted for or advertised was low  All that can be said is that PartsAvatar terminated the transaction
  without telling me or obtaining my permission, and then postponed shipping the
  tire for financial reasons. I consider this as a contract violation and a
  failure to comply with an advertised price.

  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 27/10/2023

  We understand the disappointment but we had to cancel the order as our supplier was unable to provide part due to no certain timeline. The refund for the order has been processed from our end.

  Customer Answer

  Date: 30/10/2023

  
  
  Complaint: ********
  
  Hello,
  
  I have tried numerous times to make a submission today on
  your website without success. I believe you are having a technical problem.
  
  
  A letter from Partsavatar dated October 24,
  2023, indicating that they would honour the transaction, is included. According
  to this most recent correspondence, giving the refund is the only thing that
  can be done and is good enough. According to my thinking, Partsavatar is in
  breach of its contract and reneging on the price. The tire is worth a lot much
  more than what was agreed upon.  The tire generally sells at between
  $250.00 and $300.00. The advertised internet price $54.00 was the purchasing
  price, shipping included.
  
  
  What is Partavatar prepared to undertake, or
  not? I want to get the tire at the agreed-upon price or get a rain check.
  
  
  Sincerely
  
  ******* ****
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 06/11/2023

  We understand the disappointment but prices are not completely controlled by Parts Avatar, we advertise the selling price based the the price we get from our supplier. Out of 2 orders we fulfilled one on the advertised price. now supplier has update the price.
  Extremely discounted price is some time result of supplier stock clearance offer or some other promotional event which we don’t control.

  Customer Answer

  Date: 07/11/2023

  
  
  Complaint: ********
  

  I am rejecting this response because: 

  As I mentioned previously,  In my view and given the circumstances surrounding this purcahse, I believe Partavatar has chosen to renege on  supplying the tire at the advertised price. I don't have more to say about this matter at this point in time. I look forward to hearing from the the BBB. 

   

  Sincerely,

  ******* ****

   

• Initial Complaint

  Date:19/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct.3 2023 I purchased a Power Steering Pressure Hose by ******** - ***** Order Summary Subtotal - CAD$ ***** Discount - CAD$ **** Tax (HST(13.0%) - CAD$ **** Shipping - CAD$ ***** Total - CAD$ ***** Oct.4 Received shipped email stating est delivery Oct 5 - 9.Oct.4 I requested the carrier name & pkg tracking #.Oct.4 Told in-house shipping will be delivering, and not to worry my pkg is on its way.Oct.5 Requested again.Oct.5 Got the same reply.Oct.6 Received email stating, "your order is in transit and will be delivered to you within 2-3 business days."Oct.11 I send complaint email, asking where my pkg is.Oct.13 10:30am Received email stating, "hope you are doing great, we are concerned about your shipment issue and will come back to you with further updates within ***** hours."Oct.13 2:53pm I rep***d, I'm not doing great! I'm still waiting for my pkg.Something that should take 2 days to get here, is taking endless weeks.My vehicle can't move or even be started, because without the part that I ordered from your site, the fluid will go everywhere, and without fluid it will cause even more damage, and cost significantly more to fix.Oct.17 Having not heard from them, I emailed asking where my pkg is & whats going on.Oct.17 2 min later received email stating "updated contact number because the order was not able to be delivered to you./"Oct.17 8 min later I rep***d, I have no number, and there's absolutely no reason for it to be unable to be delivered!! Everyone else on the planet IS able to deliver to me with NO problem. Get me my part by whichever carrier is going to get it to me the fastest, you can eat the extra cost. And I want a tracking #.Oct.18 10:11am Having not heard from them, asked where my pkg is.Oct.18 12:33pm Still haven't heard from the, started the complaint filing on BBB.**they have my address & buzz code, there's no reason for them to say, unable to be delivered.** Need my part delivered asap, *** *********************************

  Customer Answer

  Date: 19/10/2023

  I have no phone, nor access to one.

  All I have is email.

  

  Business Response

  Date: 20/10/2023

  The order was delayed as we required contact number as well to deliver the parts safely. We contacted for the details multiple times but customer has refused to shared the contact detail. however we have shipped the part now with *********. The order is in Transit and will be delivered anytime soon.

  Customer Answer

  Date: 26/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I TOLD THEM AT THE BEGINNING THAT I HAD NO PHONE *** ACCESS TO ONE, SO THERE RESPONCE IS A ***.

  THEY KEPT GIVING ME THE RUN-AROUND, STATING THAT THEY'RE LOOKING INTO THINGS AND WOULD GET BACK TO ME IN 48HRS, MULTIPLE TIMES THEY GAVE ME THE SAME RESPONCE WHEN I WOULD REQUEST TO KNOW WHAT IS GOING ON AND WHER MY *** IS. THEY WOULD NEVER GET BACK TO ME, I WOULD ALWAYS HAVE TO CHASE AFTER THEM.  BS EXCUSE AFTER BS EXCUSE OVER & OVER. IT'S NOT UNTIL I GOT THE BBB INVOLVED DID THEY FINALLY GET OFF THEIR BRAINS AND SEND MY ***.  AND WHEN THEY NOTIFIED ME THAT IT WAS AWAITING PICKUP BY *********, I TOLD THEM TO ADD MY **** CODE TO THE ***/LABEL. NINE HOURS LATER IT WAS PICK UP.  THE FOLLOWING DAY WHEN IT SHOULD'VE BEEN AT MY DOOR, TRACKING SHOWED  - DELIVERY ATTEMPTED, RECEIVER NOT AVAILABLE.  I IMMEDITELY CONTACTED ********* VIA CHAT, SAID THAT THE **** CODE WAS PROBABLY NOT ADDED, THEY SAID THAT I WAS CORRECT IT WAS NOT ADDED. DELIVERY TOOK A YET AGAIN ADDITIONAL DAY.  A *** THAY SHOULD'VE BEEN AT MY DOOR IN 24HRS, TOOK 3 WEEKS, BCUZZ THEY DON'T LOOK AT THE DELIVERY INSTRUCTIONS GIVEN, NOR DO THEY LISTEN WHEN ONE STATES THEY DON'T HAVE A PHONE, ADDITIONALLY THEY POCKET THE DELIVERY $ CHARGED AND TRY TO DELIVER THE *** THEMSELVES, INSTEAD OF SHIPPING WITH ONE OF THE 3 DELIVERY CARRIERS SHOWN ON THE BOTTOM RIGHT OF THEIR SITE. THEY ARE A VERY ****** COMPANY.

  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 30/10/2023

  We understand the disappointment but as checked the order has been successfully delivered to you. Please confirm how can I help you further to resolve this case.

• Initial Complaint

  Date:18/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 16 ***** sparkplugs.It was my error in ordering the wrong ones.Which I did order the correct ones.The original spark plugs were sent back by ****** ****.The original shipping box was never opened. So I don't know if they were even all there.They agree they received the return of 4 boxes.With 30 years experience as a mechanic I can assure you that when you buy a box of sparkplugs there are 4 per box.Explain how anyone would pay $120 for 4 sparkplugs

  

  Business Response

  Date: 18/10/2023

  Hi *****,
  
  We sincerely apologize for the delay in refund and the inconveince caused. Your full refund for the returned parts has been processed from our end. Hope this resolves the issue. You can contact us at ***************************************** for any further assistance required.

  Customer Answer

  Date: 18/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not received the refund.

   

  It's taken 2 months to get to this part 

  Who would pay $120 for just 4 spark plugs 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 20/10/2023

  The refund is processed successfully from our end and we have attached the refund receipt for the reference. 

  Customer Answer

  Date: 20/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:27/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thurs August 24th I purchased a lower rear control arm for my car. It was advertised on the website as lower rear control arm. I was sent an upper control arm. The part number on the website matched the upper control arm, so I had an employee argue with me for days that I was sent the right part. I go to return part. Have to pay shipping, and am only refunded partially. The original amount was $129.50. I paid $17 for shipping to send it back, and was only refunded $110. A week after the original purchase, my bank account was compromised and all of my cards were cancelled with new ones issued. I tried explaining to them that I needed to provide them with my new card number, and they argued with me that it would still go into my account if returned to my old card number. I called my financial institution and they confirmed two times that I needed to provide my new number. Parts Avatar told me to wait 24 hours. Then 48 hours and now are saying to wait 7 days. When I called my bank for the third time tonight and then contacted parts avatar again, they now do not want to refund me at all but offer me a store credit for my next purchase. I will never make a purchase there again. They do not have a phone number, or real people you can speak with. Every time I do a live chat, I am told that someone will get back to me in 24 hours. They never do. This is the worst customer service I have ever experienced.

  

  Business Response

  Date: 02/10/2023

  Hi ******,
  
  An ******* transfer refund has been initiated to your registered email address, ********************.

  Hope this resolves the matter to your satisfaction. 

  Best regards

  Team, Parts Avatar

  Customer Answer

  Date: 30/10/2023

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have flagged my order under ***** security permises ,I’ve done every verification they asked,I’ve been trying to talk to them via emails ,phone ,social media and live chat but got no answers,their automated phone system will hang up on you automatically and their chat bot will tell you that their phone service is on repair ,they have done this to numerous other customers with the same modus operandi.

  

  Business Response

  Date: 01/09/2023

  Hi ****, 

  Our risk control team had to cancel the order as it falls outside our risk threshold at the moment. Apologies for the inconvenience that you may have faced because of this situation. 

   

  Best Regards, 

  Parts Avatar Support