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Business Profile

New Auto Parts

AutoPartsWay.ca

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:26/02/2024

    Type:Product Issues
    Status:
    UnresolvedMore 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 Jan 26, 2024 I made 3 order using Autopartsway.ca site. Among them were set of front lover control arms and set of front strut assemblies "*****"-brand for my 2006 ***** ***** *******. (I already installed (replaced) suspension parts that were ordered except strut assemblies).

    Picture *********** shows those strut assemblies that were ordered as set, order #*******. I paid 291.23 CAD for that particular order.

    Pictures ***** ****** *********** show those strut assemblies that were received.

    (Also, I received 2x Front TOR Suspension Stabilizer Bar Link Kit (Both Side) shown at the bottom on the picture *********** ***** * *** ***** *** ***).

    When I opened main packaging box, left and right strut assembly appeared in different sized boxes (******* ****).

    *** ** *** **** ** ** ** ****** ** ********** **** even though left or right, strut assemblies should be identical when they are going to be installed in a vehicle (the same as tires). ********* *** ********** **** ****** ** *** ***** 
    ** ******* *********** I mentioned all visible marking and weight for both (left and right) assemblies. *** *** *** *** ************ The main is coil spring size (and their properties).

    I sent my pictures and explanations to customer service via e-mail. Communication took a time. They ****** ***** telling me that I have to wait, "be patient" *** ********** **** **** *** *** ** *** ********  

    So, from my point of view, Autopartsway.ca ************ mismatched my order. Based on internet research, one (right) strut assembly looks like the "**** *****" brand but NOT the "*****". Another one (left) strut assembly looks like the "******" brand but NOT the "*****". They both were put in boxes with the label "*****"-brand and shipped to me.

    I could NOT install those assemblies because right and left have different properties - weight, coil spring diameter, etc.
    Autopartsway.ca did not take responsibility for mismatch. They told I could return items for my expense.

    Business Response

    Date: 05/03/2024

    1. ** *** ** *** ******* ***** ***** ** *** ******** ******* We reply directly to every email.
    2. It is very unclear as to what the customer wants here. 3 of of looked at the case we we have no idea.
    3. Pictures of auto parts come directly from the manufacturer and are generic for most items. ** ** *** ******** ** **** ***** ***** ** **** * ******* **** ****** 
    4. This order was drop shipped to the customer directly from the manufacturer. The manufacturer insists they shipped the correct part. 
    5. The kit on the order that the customer ordered is **********. As clearly stated this kit "INCLUDES: 2x Front ***** Automotive Suspension Strut and Coil Spring Assembly (Both Side) + 2x Front TOR Suspension Stabilizer Bar Link Kit (Both Side)" The above is clearly a part of the description of the part the customer received. ********** ********* ********** ********* Link below. ****************
    6. Based on the above and images directly from customer as well, the customer received exactly what was ordered.

    7. ******* **** is the manufacturer of ***** Shocks. There is no such thing as shocks with "******* ****" brand. All shocks manufactured by ******* **** have the ***** branding. 

    8. Customer was already provided return instructions. If the doesn't like the product he received ********* ** ******** ******* **** *** ******** he can return and as a courtesy we agreed to waive his restocking fee. 

    Customer Answer

    Date: 06/03/2024



    Complaint: ********



    I am rejecting this response because:

    ** ** ***** ** ** **** ******** **** ** *** ********** *** ***** ** ** *********

    **********



    ***** ******

    **** *****

    Mar 5, 2024

    The following is my reply to BUSINESS.

    All my statements are in different colur and font.

    MESSAGE FROM BUSINESS:

    1. ** *** ** *** ******* ***** ***** ** *** ******** ******* We reply directly to every email.

    All replies from customer service had the same message: "We sent/re-sent your inquiry to warehouse. You have to be patient to wait".

    2. It is very unclear as to what the customer wants here. 3 of of looked at the case we we have no idea.

    It is hard to comment on this. Please, read my explanation below.

    Also, as sample for you, ** ******************* **** ** **** ********

    Among other parts I ordered and received from Autopartsway.ca Set of lover control arms x2(both side). In that case everything was Okay. Even though left or right (mirroring each other) both control arms were identical.  

    3. Pictures of auto parts come directly from the manufacturer and are generic for most items. It is not possible to have exact image of over 2 million auto parts.

    It is not a question about "exact image". Reffering to image from Autoparts.ca web site means to show that both strut assemlies in that set (left ant right) are supposed to be identical in term of size/properties, weight etc. 

    4. This order was drop shipped to the customer directly from the manufacturer. The manufacturer insists they shipped the correct part.

    I ordered Set of Strut Assemblies. As the Set - both (left and right) assemlies should be identical. In this case "identical" applies to size/properties, weight, etc.

    For axample, the same applies to pair of shoes, pair of gloves, set (pair) of control arms. Even though left or right (mirroring each other) they are identical.

    In the Set that was shipped to me left and right Strut Assemblies were not identical.    

    5. The kit on the order that the customer ordered is **********. As clearly stated this kit "INCLUDES: 2x Front ***** Automotive Suspension Strut and Coil Spring Assembly (Both Side) + 2x Front TOR Suspension Stabilizer Bar Link Kit (Both Side)" The above is clearly a part of the description of the part the customer received. ********** ********* ********** ********* Link below. ****************

    Content of shipment is not in dispute. Problem is: "Included 2x Front ***** Automotive Suspension Strut and Coil Spring Assembly (Both Side)" are different, left one differs from right one.  

    In other words, ** ***** ** *** *** ** *** ****** - left shoe is different model, has different sole thickness, different weight than right.   

    6. Based on the above and images directly from customer as well, the customer received exactly what was ordered.

    It is not the case. All my immades of the Set that was received shows differences between left and right Strut and Coil Spring Assembly in term of size/properties, weight, etc.

    7. ******* **** is the manufacturer of ***** Shocks. There is no such thing as shocks with "******* ****" brand. All shocks manufactured by ******* **** have the ***** branding.

    I am not disputing subject of brand. Regardless of brand, left and right Assembly in the Set should be identical (see my explanation above).

    8. Customer was already provided return instructions. If the doesn't like the product he received ********* ** ******** ******* **** *** ******** he can return and as a courtesy we agreed to waive his restocking fee.

    I did not receive what I ordered. I paid about $300 for the Set. Return shipment would cost $300-400 for me. Who should pay shipment cost? ***** *** *** **** ***********

     

    Best Regards,

    ***** ******

    Business Response

    Date: 21/03/2024

    I'm lost on this issue. 

    Originally customer stated they received wrong brand, which clearly they did not. Now they are saying they received wrong parts? Which is it?

    The order is back from January. We offer a very generous return period of 30 days. We extend that as a courtesy to 45 days if needed. Both of these now passed.

    Customer Answer

    Date: 29/03/2024



    Complaint: ********



    I am rejecting this response because:

    I ordered set (both, left and right) of Suspension Strut and Coil Spring Assembly. Set means right and left correspond to each other.
    Received Suspension Strut and Coil Spring Assembly are not a set, right and left does not correspond to each other. I can not install them on my vehicle ******* ** ********** *******
    According to your return instruction I had to pay return shipment. * ***** *** ****** ** *** ****** ********* BUSINESS have to pay for the return.   



    Sincerely,



    ***** ******

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