Complaints

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

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  PartSelect.com

  415 Willow Street Truro, NS B2N 6T2

  
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  PartSelect.com

  3781 Newburg Rd. Louisville, KY 40218

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:02/03/2023

  Type:Customer Service 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 purchased a part for a washing machine on February 7 for a total of $245.00. When the part arrived on February 9 it was not the part we were needing. It arrived in a box with a sheet of bubble wrap around the part with no manufacturer packaging. I wrapped it back with the bubble wrap and placed it in the box. It was shipped back around February 13, well within the 30 day return policy. The part was returned in the exact condition it arrived and yet the company rejected the return, will not refund our money and will not return emails.

  

  Business Response

  Date: 03/03/2023

  We are sorry for any issues this may of caused.  If you can please reply with the model number and serial number of the unit the item was for and we can set up the refund for you.  Once when we have this information you will see a refund for the item itself in the amount of $229.76 back on your credit card in 2-3 business days.

  Customer Answer

  Date: 03/03/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19530391, and find that this resolution is satisfactory to me. 

  Order number - ********

  Part number - *********

• Initial Complaint

  Date:20/02/2023

  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.

  I ordered a part for my stove from Partselect on Jan. 10 it didn’t work emailed them to return it They emailed me back and said the warehouse has to do their investigation and if they want it back they would email me shipping labels and to wait 30 days. I waited 30 days no emails from Partselect so I called them and they said they sent an email on Jan 16 but I didn’t receive anything from Partselect so they said they would resend them to me and would take 1 to 2 days and so far it has been a week no emails. I also messaged them the same day I called them and they said 24 hours for return labels and also the email would come from *** and not Partselect, they didn’t say the shipping label would come from *** in the first email on Jan 11. Order # 21994815

  

  Business Response

  Date: 21/02/2023

  We are sorry for any issues this may of caused. We have request new prepaid *** labels from our warehouse to be emailed to you.  You will see a refund for your order back on your credit card in the amount of $238.76.

• Initial Complaint

  Date:10/02/2023

  Type:Customer Service 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 parts to fix my dryer on 1/11/2023 and paid $32.95 to have the parts shipped overnight. I received the order and two of the parts were incorrect. I called the company and arranged to have the entire order returned. I returned the incorrect parts, along with all the other parts and was refunded the price of the parts on 1/23 and 1/24. I have not been refunded for the shipping cost. I paid extra for shipping so I could get the job done the next day, it is not my fault they sent the wrong parts. Their return policy on their website sates: "If the return is a result of our error, or the part was lost in shipping, contact us within 10 business days to arrange a refund. In this case, we will refund the original cost of shipping after your return has been processed, and provide you with a pre-paid shipping label if we would like the part returned to us. Additional information such as photos of the part may be required to complete a return of this nature." My original cost of shipping should be refunded. I have called twice and sent multiple emails. I get an auto response each time, so I know the emails are being received. My order number was 22001134.

  

  Business Response

  Date: 13/02/2023

  We are sorry for any issues this may of caused. You will see a refund for the shipping cost back on your ****** account in 2-3 business days in the amount of $34.92.

  Customer Answer

  Date: 13/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19381600, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:02/02/2023

  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.

  Sup Triple B. I ordered an item from this website approximately on 01/30/23 and it initially stated that items are generally shipped out in 1.8 days. I saw the item was present and nothing indicated that it was not in stock. After a few days with no shipping update, I decided to call and spoke with a nice customer service representative. She stated that the item was unfortunately on back-order and that it was expected to get to their facility (Canada) on 02/14/23 to which they would send to me (U.S.) and to expect it towards the end of the month. Subsequently, I cancelled my order and was told I should be receiving an email confirming the cancellation, and that my payment of $47.33 would be refunded in 1-3 business days. About an hour and half after cancelling, I get an email saying my order has shipped. I contacted another representative from this business and was told my cancellation never went through and was given a very poor and suspicious excuse as to why my item went from being on back-order until 02/14/23 to it being shipped out today. They also stated that I will get my refund when I return the part. At this point (and upon further review of the company), I do not trust this business to honor their word after the communications we had. In my own unwarranted opinion, I genuinely feel that my item was updated as "Shipped" so they wouldn't take the loss. Please assist me with this situation. It's crazy how fast these businesses will take your money then leave you in limbo for weeks at a time. Thank you.

  

  Business Response

  Date: 03/02/2023

  We are sorry for any issues this may of caused. The item order was a on order item and we had to place an order with the manufacturer. Once when the item arrived the warehouse had shipped the item. We do show you have been emailed *** prepaid return labels to return the item if you are not able to refuse the delivery. A refund for the order has been issued in the amount of $47.33 and can take 2-3 business days to show on your credit card. 

  Customer Answer

  Date: 04/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concerns and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:27/01/2023

  Type:Customer Service 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 a control board for my dishwasher ("the part") on 12/1/2022 for $139.27 including taxes but excluding shipping. The part was delivered on 1/9/2023. I installed the part and found that my issue was not resolved. I returned the part in its original condition and box on 1/17/2023 expecting to receive a full refund excluding shipping based on their return policy. On 1/25/2023, I received an email stating that my return has been processed and my refund amount is $0.00. When I called to inquire about the refund, I was told that my refund was denied "due to being installed." I then put in a request for the refund to be reconsidered as "due to being installed" is not listed under their return policy as grounds for denial. I told them that if they are not giving me a refund, then they have to return the part to which they replied "no." I then began communicating with them via email. The transcripts are attached. On 1/27/2023, I called in order to be provided an update as I had not received another email. I was told that the warehouse is reviewing and will be submitting photos to prove that I damaged the part. I was told that this can take 1-2 weeks. I then made the comment that they can deny my refund within days but that it takes 1-2 weeks in order to investigate further.

  

  Business Response

  Date: 27/01/2023

  We are sorry for any issues this may of caused. Any item that is installed and return can be rejected for a refund. We have contacted the warehouse to advise of the issue with the item. You will see a refund of $150.72 back on your credit card in 2-3 business days. 

  Customer Answer

  Date: 31/01/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18938784, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:25/01/2023

  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 January 4th I made a purchase from this company in the amount of $111.03 for microwave repair parts. To date, the items purchased have not arrived. They were shipped out via ***** and have since been bounced around from one shipping facility to another. After contacting the company several times, all we have been given is a run around. The company keeps telling us that they can’t do anything to help us unless it’s been 5 days from last time the items were tracked. We tried to contact ***** just to be told by them that they cannot help us, only the company who pays them can. This is absolutely ridiculous because as long as the package shows that it was scanned it could be another month or more if ever it gets here. I was forced to purchase a new microwave altogether, at this point I just want a full refund. I don’t know who else to turn to, please help. Sincerely, ***** ********

  

  Business Response

  Date: 26/01/2023

  We are sorry for any issued this may of caused. We have set up a lost in shipping and you will see a refund for $101.13 back on your credit card in 2-3 business days.  You have already been refunded the shipping cost in the amount of $9.90 on 01/16/23. If the items do turn up please let us know and we would be more then happy to email you prepaid return labels to return the items. 

• Initial Complaint

  Date:16/01/2023

  Type:Customer Service 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 received an oven temp sensor on Dec. 04, 2022, however it was wrong part. It was in correct package but wrong part. I called same day and they sent me correct part. They charged me again for same amount of 99.67. I was then told I would be contacted by “warehouse “ about returns and refund. Today is Jan 16, 2023 and I’ve yet to hear from them. I’ve called three or four times and my husband once. Always told the same thing that they will send email to “ warehouse “ and I should hear in few days. Still nothing. I’ve tried emailing as well and nothing. I will be glad to return part when they tell me where to send it to. I would just like my 99.67 dollars back.

  

  Business Response

  Date: 16/01/2023

  We are sorry for any issues this may of caused. We do show the refund of $99.67 is being applied today and can take 2-3 business days to show back on your credit card. Please hold on to the incorrect item and if the warehouse would like the item back they will email you prepaid return labels. 

  Customer Answer

  Date: 17/01/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18819538, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:31/12/2022

  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.

  I PURCHASED A POWER CORD FOR THE FREEZER AT 70.00 ON DEC.5TH,2022 THIS COMPANY WAS PAID THRU MY DEBIT CARD THEY REFUSE TO ANSWER MESSAGES OR PHONES, NO RESPONSE FROM THEM, OF COURSE, I PAID 10.00 IN SHIPPING.ONLINE.IT'S NOW DEC.31ST 2022. THEY WON'T RESPOND WHEN I SEND MSGS. NEEDING MY POWER CORD FOR FOOD STORAGE. THEY'RE RIPPING OFF OLD LADIES. THEY GOT THEIR MONEY THE SAME DAY. OF ORDER. PLEASE HELP. ***** ****** 160** *** **** ***** ***** ******** ****?

  

  Business Response

  Date: 03/01/2023

   We are sorry for any issues this may of caused. We sent an email to advise  the item you ordered was in stock at the time of the order however when fulfilling the order there was an inventory discrepancy and the item went to an on order status. The time frame for on order items is approximately 10-14 business days to be received in our warehouse on 12/07/22. The item has shipped on 12/28/22 and is currently in transit with **** ******** ****** **********************  and is expected Delivery on 01/03/22. We have issued you a refund for the shipping cost in the amount of $9.81 for the inconvenience. You will see back on your credit card in 2-3 business days.

• Initial Complaint

  Date:28/12/2022

  Type:Customer Service 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 bought the item on or about Dec 16th. The product came in and was the wrong size. Called them and ordered the right size and they would email my return postage. When I received the email, there was no postage so called them again and was told I would receive postage free in about 20 mins. One hour no free return postage so was told it might take 48-72 hours to receive it. NOTHING. So I decided to take the wrong item, and mail it UPS which cost me an additional $23.58 to be mailed to: PartSelect.com Attached Returns,Reference 21939715 7036 High Tech Dr Midvale,UT 84047 Mailed it on December 28,2022 As you can see I am out the original $94.09, the right item of $93.36 and the $23.58. I need help ***** a**** *** **** *** ***** **** ****** ** ***** *************

  

  Business Response

  Date: 29/12/2022

  We are sorry for any issues this may of caused.  We would be more then happy to refund the return shipping cost of $23.58. You will be contacted for the refund. 

  

  Business Response

  Date: 03/01/2023

  We are sorry for any issues this may of caused. We do show you have been refunded for your first order and return shipping cost. Order #21905084 12/16/22 $94.09 refunded total of $118.48 which is $94.09 plus the $23.02 on 12/29/22 and can take 2-3 business days to show on your card. Order 21939741 for $93.36 on 12/27/22 has been cancelled. The refund is being processed and will be 2-3 business days to show on your credit card. 

  Customer Answer

  Date: 05/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18649970, and find that this resolution is satisfactory to me. I will not do business with this company again. They showed their lack of professionalism and I want future buyers to know how this company tried to rip off the consumer. DO NOT DO BUSINESS WITH PARTSELECT.

  Thank you BBB for making this company do the right thing.

   

   

• Initial Complaint

  Date:17/12/2022

  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.

  A top shelf and a door basket for a ******* (**) refrigerator were ordered from partselect. ( PS7794186 Door Shelf Bin - Clear $74.20 *********  ***** ********,Refrigerator $121.63. Both were damaged/defective on arrival crammed in to 1 flimsy box. The shelf was warped with the glass protruding from the plastic surround. The plastic door shelf was broken and wrapped in opaque wrap. There was no way to inspect the door basket in its (original) wrap to verify its condition prior to shipment. It was broken. Two out of two defective parts represented as new. I emailed partselect with photos of the parts they shipped as well as the parts to be replaced to ensure no deception on my part. I got a form letter back, not from customer service but customer inquiry, totally ignoring the content of my email. I again wrote customer service and got the same form letter back. Initially I indicated I would live with the warped shelf, but expected the broken door basket to be replaced with an undamaged one. The second letter indicated a full refund would be more appropriate since they were totally unresponsive to the first letter with pictures et al. I believe the actions of partselect represent gross negligence at a minimum or fraud shipping known defective parts.

  

  Business Response

  Date: 19/12/2022

  We are sorry for any issues this may of caused. Thank you for sending the pictures.  Please hold on too the damage items for 30 days and if the warehouse would like them back they will email you prepaid return labels. You will see a refund for your order back on your credit card in the amount of $220.75 with in 2-3 business days. 

  Customer Answer

  Date: 19/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18605444, and find that this resolution is satisfactory to me.