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Business Profile

New Auto Parts

Auto Shack

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

This profile includes complaints for Auto Shack's headquarters and its corporate-owned locations. To view all corporate locations, see

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Auto Shack has 3 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 set of brake pads and rotors brake pads showed up on the 6th rotors got lost in transit got told to wait till the Wednesday the 11th called and was told to wait till the end of the week. Asked for a refund on just the rotors that way I can get my vehicle going again and got told I would have to wait I would like a refund or my parts that I ordered and only got half of

      Business Response

      Date: 12/01/2023

      Hi ****, 

       

      As discussed, your package would be delayed and delivered on January 11th 2023. Based on the attahced tracking package was successfully delivered yesterday January 11th 2023. On behalf of Dicom Carrier Service we apologize for the delay and the inconvience it has caused. 

       

      Thank you for your patience and understanding in this matter. 

       

      AutoShack. 

      Customer Answer

      Date: 20/01/2023

      Complaint: 18718550

      I am rejecting this response because: I have asked for a refund was told no then eventually got the rotors installed them and they were warped so I had to go elsewhere to buy another set of rotors because I need a vehicle to drive

      Sincerely,

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

    • Initial Complaint

      Date:06/01/2023

      Type:Product Issues
      Status:
      Resolved
      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 4 struts for a ******* ******* and received 4 rear struts. I have sent half a dozen pictures comparing old front ones to the ones they sent which you can clearly see do not fit. The do not respond to emails or phone calls is a mystery as well. I just want to send these back and get my money back as I no longer need them.
      They are still all wrapped up and in their original boxes but they clearly do not want to help.

      Business Response

      Date: 09/01/2023

      Hi, 

       

      We reviewed your case - this comment here "The do not respond to emails or phone calls is a mystery as well." is inaccurate. 

       

      Customer messaged 2:58 pm Dec 30th. Our Team Responded 1:34 Am Dec 31st (11 hours)

      Customer messaged 9:36 am Dec 31st. Our Team Responded 11:08 PM Dec 31st (13.5 hours) 

      Customer responded 7:04 am Jan 1st. Our Team Responded 12:02 Am Jan 3rd (Closed For New Years) 

      Customer Responded 7:43 am, 11:21 am, 3:07 pm, 3:09 pm, 3:10 pm, 3:21 pm Jan 3rd. Our Team Responded 12:07 am Jan 4th (9 hours)

      Customer Responded 7:37 pm Jan 4th. Our Team Responded 11:07 am Jan 5th (16 hours)

      Customer Responded 12:50 pm Jan 5th. Our Team Responded 11:38 am Jan 6th (24 hours). 

       

      In each instance customer recieved a direct reply to correspondance within 24 hours. 

       

      Custermer Service Team will be in contact with customer directly to provide return process.

       

       

      Customer Answer

      Date: 09/01/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ******** and understand the communications, but all I wanted was to return these items as they are still not needed. It wsa just a simple request to return them. 



      Sincerely,



      *** *****

    • Initial Complaint

      Date:24/12/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ordered on Dec 14,2022 a front set if brake rotors. It asked me to input my car information, then it gave me the list of all the rotors that will fit so I chose a pair, they Shipped out. I took my rotors off and went to size them up make sure that they are correct size. They are the completely wrong size, am inch too small in diameter. I contact company to have them ship them back and send the correct ones. They refuse to send me a prepaid label to return them, they tell me I have to pay to return them. By the time me as a single person was to ship these heavy rotors back it would be the same price as I paid for them? I'm not a business so I don't get shipping discounts. Now they are ignoring all me emails and won't take these back.

      Business Response

      Date: 03/01/2023

      As our Customer Serivce Team Explained, 

      Customer has an All Wheel Drive Vehicle. Customer Ordered Front Wheel Drive Rotors. Customer is responsible for return shipping per company policy stated here: 

      Return Shipping Cost:

      Return Shipping is customers responsibility if customer entered incorrect vehicle fitment and / or did not review the fitment chart below the product description prior to purchase.
      Unless otherwise specified by our staff, the customer is responsible for the return shipping cost of the product. Return shipping will not be reimbursed.

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

       

      Customer Answer

      Date: 03/01/2023



      Complaint: ********



      I am rejecting this response because: it specifically asked me my vehicle info on your website. I put it in. There was zero option to click on FWD OR AWD it specifically told me that these rotors I bought would fit my vehicle. So I bought. Your website is misleading and I am not the only one that had had issues. I have 2 kids under 2 and cannot afford to ship these back. I've never had such issues with a company before. I would like a refund and prepaid shipping label. Your end it will cost 13$ where my end will cost over 100$. I don't see why  you are making this such a big issue? Apparently it's no swear off your back but I'm out over 100$ as it is where it could of went towards diapers or clothes for my children. 



      Sincerely,



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

    • Initial Complaint

      Date:18/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 November 12th 2022, My father tried placing a order through ****** for a set of Shocks/ Struts Combo Kit But due to him being from outside of the country his card was declined through ****** And through the autoshack website as well. 11/17/22 His credit card was fixed and placed the order on the autoshack website but was also charged through ****** for the Exact same Product and charged 11/18/22 A day after. I contacted autoshack on his behalf and asked for a return/cancellation as it was evidently a mistake. I asked if there would be any sort of return label provided or that could be mailed to assist the situation but I was told the part needs to be shipped back at my own cost when the part should not of been shipped in the first place.

      Business Response

      Date: 18/11/2022

      Per ****** policy all issues with ****** orders must be addressed through ****** buyer messages to seller. 

    • Initial Complaint

      Date:12/10/2022

      Type:Product Issues
      Status:
      Answered
      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 sell supplies through *********** as a third party vendor. Auto Shack never ships products and has ******* bill a second time for items. Keep in mind the items we’re supposed to be canceled but Auto Shack refused to cancel the order. $166.59 unauthorized transaction on my card. Auto Shack has a track record of selling crappy auto parts and I immediately tried to cancel my order after a friend of mine said the company had a horrible customer service report.

      Business Response

      Date: 13/10/2022

      Hi ******, 

       

      We've reviewed your case and will be sending you prepaid return labels through *******s messaging system. Once the parts are returned a full refund will be issued. You can expect the response through ******* in the next 20 minutes. 

       

      AutoShack.

    • Initial Complaint

      Date:14/09/2022

      Type:Product Issues
      Status:
      Answered
      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 the part for my vehicle on 8/28/2022.
      The online description said it was for right rear or passenger side rear brake caliper.
      Upon receiving the caliper, it was for the left rear ordriver side rear, the caliper they sent even has an "L" stamped in the caliper meaning left side or driver's side, also the part number on box doesn't match the part number stamped into the caliper.
      I've sent AutoShack all information they've requested and they're saying it's my fault they sent the wrong part and I should have to pay for return shipping! It's not my fault they're online description is wrong, the caliper was $79.31

      Business Response

      Date: 15/09/2022

      Thank you for bringing this to our attention.

       

      We'll be addressing the issue this mornnig and using it as a training opportunity to improve our customer service for future customers. 

       

      Our Customer Service department will be processing a refund this morning at 9:30. A refund receipt will be sent to the email used when your order was placed. 

       

      Thank you. 

    Auto Shack is NOT a BBB Accredited Business.

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