Complaints

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

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• 

  CarParts.com, Inc.

  2050 W 190th St #400 Torrance, CA 90504-6228

  
• 

  Autoparts Warehouse

  2452 W Henrietta Rd Rochester, NY 14623

• 

  US Autoparts Network Inc

  1005 Sherman AVenue Pennsauken, NJ 08110

• 

  CarParts.com, Inc.

  10691 Reading Road Cincinnati, OH 45241

• 

  CarParts.com, Inc.

  1387 West Ohio Pike Amelia, OH 45102

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:05/27/2025

  Type:Service or Repair 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.

  Purchased a headlamp assembly($556 shipped) on May 9, 2025, received on May 15 and paid local service shop to install on May 23. Install cost $407.99 (before tax) and the part appeared defective with low and high beams not working. Paid additional $85.99 (before tax) for the shop to diagnose the issue with the result being that it was a defective part (total $534.14). Called carparts.com and they were initially very helpful, offering to send a replacement and starting the return process. I left the defective assembly in the car rather than pay an additional $407.99 to remove it and reinstall the original based on this conversation and emails to that effect. 3 hours later I received an email that the replacement was out of stock and would not be sent. I called carparts.com again on 5/23 was told and that I could purchase another type of light but they weren't going to be sending me a replacement and I would have to return the original first (and requiring paying the shop $407.99 to remove the defective part). Spending over $1400 to install and remove a part 3 times due to a defective $500 part is ridiculous and to tell me my other option is just to buy another one is salt in the wound.

  

  Business Response

  Date: 06/07/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued RMA#RMAM00004065117 with Shipping ************ ************) so you can return the part to us. May we request you to use the label immediately to avoid expiration. Refund will then be issued upon our receipt and inspection of the part.
  
  Our Policy, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 30 days of delivery. All authorized returns must include all items and components that were included in the original package. Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our **************** Team so we can assist you. We are not responsible for missing, damaged, or incorrect parts after 30 calendar days for all products, regardless of the party at fault. CarParts.com is not responsible for lost or stolen packages and all such claims must be processed through the shipping company. CARPARTS.COM, INC. DOES NOT ASSUME, AND HEREBY DISCLAIMS ANY RESPONSIBILITY OR LIABILITY TO REIMBURSE YOU FOR LABOR EXPENSES, MECHANIC FEES, TOWING EXPENSES, ADDITIONAL REPAIR EXPENSES, RENTAL CAR EXPENSES, OR ANY OTHER INCIDENTAL COSTS OR EXPENSES WHICH YOU MAY INCUR AS A RESULT OF THE USE OR INSTALLATION OF PARTS SUPPLIED BY OR ON BEHALF OF CARPARTS.COM, INC., REGARDLESS OF WHETHER SUCH PARTS ARE DEFECTIVE OR WERE SHIPPED IN ERROR." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/23/2025

  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 a part online. The debit did not appear on my credit card, so I re-entered the order. I received two emails three minutes apart confirming the orders. I cancelled the second order, but they shipped one item (not the set RV ******** RIGHT) from that order CPX 2510 4230 9174 443. I needed that part so I notified them that I would keep it, did bot need the missing item of the set RV22370006 LEFT), I would not be responsible for the uncancelled order CPX 2510 4230 1205 347 which the company shipped in two additional packages, and charged me for shipping and handling. I do not think that they should charge me for that order because one of the orders was a duplicate and they shipped a part from a cancelled order. They should cancel all charges on Order ******, and only charge me for the one part that I received and needed from the cancelled order. I am seeking a credit of $27.52.

  

  Business Response

  Date: 05/31/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that:
  
  For Order ID#******** for $26.48, part#RV22370005 was delivered through **** tracking#********************** on April 21, 2025, 12:20 pm at your address in *********************************************
  
  For Order ID#******** for $52.94, Full refund has been issued to your account on 5/10/25 ($12.71) with Refund Transaction ID#********, on 5/12/25 ($12.71) with Refund Transaction ID#******** and on 5/24/25 ($27.52) with Refund Transaction ID#********. Please check with your bank/credit card company and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 06/04/2025

   
  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:05/19/2025

  Type:Service or Repair 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 brake pads and rotors for a 2019 Dodge Grand caravan and I got the rotors but the front brakes came and there was only one side and the package was destroyed so I get the back breaks delivered and again there was only one side of break pads so I call the company and they tell me there's nothing they can do because I didn't buy the protection warranty and just hung up

  

  Business Response

  Date: 05/31/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that a Replacement Order (ID#********* has been processed and the part#STPSSCP1596 (Brake Pad Set) was delivered through **** tracking#********************** on May 22, 2025, 5:16 pm at your address in ***************************************************************. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/16/2025

  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 Dec. 10th 2024 I purchased some car parts from Carparts.com totaling ****** Within a few weeks I started receiving the parts. But I never received the 2-front brake cylinders.When I called ************************ to let them know that I never received the part, they said it was mailed and signed for but, I never received it, and I did not sign for it. The package was delivered to the wrong address and the signature is no one I know. When I asked for my money back or credit, I was told that the purchase protection plan expired 30 days after purchase. How can this be that I purchase a part with the protection plan, waiting for my part, that never shows up and now I lost ****** dollars. For all I know it was never sent. This is not fair.

  

  Business Response

  Date: 05/24/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, Our Policy states, "Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our **************** Team so we can assist you. We are not responsible for missing, damaged, or incorrect parts after 30 calendar days for all products, regardless of the party at fault. CarParts.com is not responsible for lost or stolen packages and all such claims must be processed through the shipping company." Further, you purchased a Shipping Protection Policy and per the Policy, "If you've purchased Extend Shipping Protection and your package is lost or stolen, after 5 days you can file a claim online here." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair 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.

  my order CPX251341003343791 was placed by mistake and I immediately tried to cancel it!! got screwed over, they made sure it processed to deliver or what really happened was created the shipping ******** they offer you to return it which they then charge you more money to do so, so you lose no matter what!!this site has real shady practices to make sure no matter what they will net some sort of money at your expense and grief.

  

  Business Response

  Date: 05/24/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued RMA#RMAM00004054195 with ***** Shipping Label (************) so you can return the part to us. May we request you to use the label immediately to avoid expiration. Refund will then be issued upon our receipt and inspection of the part. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/14/2025

  Type:Sales and Advertising 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.

  We ordered many parts for our car. By the time they got to putting on the last part, the back up camera, it was literally just past the 30 day return period. But lo and behold they had sent us the wrong camera! They have a Guaranteed to Fit policy also! We sent photos showing the *** camera on the car side by side with the camera they sent that supposedly was supposed to fit. Completely different connections! They said we couldnt return because it was past 30 days. We would not need to return if they had not sent the wrong part! We would have kept the correct part! So they were going to look into it some more and I never heard back again. Ive talked in the phone and sent follow up emails. No reply from carparts.com. We are not impressed as this is almost $250 part that we cannot use as they sent us the WRONG part!

  

  Business Response

  Date: 05/24/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, Our Policy states, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 30 days of delivery. All authorized returns must include all items and components that were included in the original package. Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our **************** Team so we can assist you. We are not responsible for missing, damaged, or incorrect parts after 30 calendar days for all products, regardless of the party at fault." Thus, the order was placed 2/13/25 and the request for return was just made last April--beyond the return period. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23330097
  
  I am rejecting this response because:

  The box was labeled with the part that we needed! It was only upping trying to put the part in that we realized it was in fact labeled wrong and not the correct part after all! That is most certainly not our fault! Not only is it false advertising (labeling parts wrongly) it is not right to not allow to return the incorrect part that was labeled completely wrong also!!
  
  Sincerely,
  
  ***** And **** *********

  

  Business Response

  Date: 06/07/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, Our Policy states, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 30 days of delivery. All authorized returns must include all items and components that were included in the original package. Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our **************** Team so we can assist you. We are not responsible for missing, damaged, or incorrect parts after 30 calendar days for all products, regardless of the party at fault." Thus, the order was placed 2/13/25 and the request for return was just made last April--beyond the return period. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23330097
  
  I am rejecting this response because: We checked the parts and they were all labeled correctly so naturally you think you have all the correct items!!! Then we go to install the part and it does NOT fit because it was in fact labeled incorrectly which is COMPLETELY FALSE ADVERTISING. I think the business knows if a faulty part and thats why they arent letting us return it. If it was the correct part they could easily resell the item! This is very fraudulent of the company. If you dont want the part back just refund us for it and we can dispose of it. Either way this company is responsible for this and I cannot believe they are not owning up to this very big misleading mistake on their part. An honest company would have made an exception to the return policy immediately upon hearing of this fraud!
  
  Sincerely,
  
  ***** And **** *********

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair 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 brake light switch Friday, May 9th, 2025, it said delivery will be Monday, May 12th 2025. cool. I ordered the little $7 small 3x4" plastic part. All I received was a email saying my part shipped ON the delivery date! Tuesday rolls around, no update on delivery. I called Carparts.com and all I got was excuses, and they don't mail orders out on weekends! Ok! Then WHY ARE U GIVING FALSE DELIVERY DATES IF YOU KNOW IT WASNT GOING TO ARRIVE ON THE DATE GIVEN? I now know why, it's because u scam customers into thinking we will get the part faster than they KNOW it will be there! OH! AND DONT PAY EXTRA FOR 2 DAY SHIPPING! YOU WILL GET SCAMMED ON THAT TOO! TRUST ME, I DID THAT on my 1st order a few years ago and didn't receive my part for 7 days! THEY ARE A RIPOFF!!

  

  Business Response

  Date: 05/24/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was delivered through **** tracking#********************** on May 15, 2025, 12:43 pm at your address in **************************************. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23330223
  
  I am rejecting this response because:
     Your business advertised the arrival to be the following Monday, that's the reason I even ordered the part to my car! A couple years ago I had ordered a car part and paid for expedited shipping, and I never received the part till 7 days later! If you even read your reviews, there's many customers that complained about this very same issue! STOP scamming your customers with your "express" shipping! And start advertising a more correct arrival date! This is not good business. 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/07/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, your order was placed on 5/9/25 11:14 PM EST, beyond the cut-off period. Our Policy states, "We only ship from Monday to Friday, and we take a little break on holidays and weekends. The delivery dates shown on our product pages and in your tracking updates are our best estimates. Here's a quick guide on when your order should arrive: Orders shipped on Monday will typically arrive between Thursday and the following Monday. Orders shipped on Friday will typically arrive by the following Wednesday to Friday." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/14/2025

  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.

  Ordered 3 mouldings from carparts wholesale on 4/11/25. The parts were supposed to be a black texture finish. They came in a metallic grey. I called and began the return process on 4/19/25. I followed up again in early May. I was told no *** had been processed, they would process it and email me the return slip. I received no email. Since then I have called several times to be able to process this return and have not received a call back. I am simply trying to return these parts.

  

  Business Response

  Date: 05/24/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued RMA#s RMAM00004047961 (Part#RL46170002) and RMAM00004047963 (Part#RL22130004) with ***** Shipping Label (797380277839)  so you can return the parts to us. May we request you to use the label immediately to avoid expiration. Refund will then be issued upon our receipt and inspection of the parts. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair 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.

  Purchased March 21, 2025. Total just under $1,100.Used ****** but even though I opened an account wit ****************** with my current address apparently ****** wasnt up to date and everything was to ship there. Only one item ever made it there. Another was stop and the others never left the facilities. They believe I should have to pay shipping on items that not only did I not receive, they never paid to have them shipped because they never left there facilities.

  

  Business Response

  Date: 05/24/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a total refund of $682.07 on 3/31/25 ($199.07) with ****** Refund Transaction ID#*****************, ($20.26) with ****** Refund Transaction ID#8CT78804PX109834L and on 4/11/25 ($462.74) with Refund Transaction ID#***************** for your order (ID#*********. Please check with ****** and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date.
  
  Our Policy, "Shipping costs will only be reimbursed if we made a shipping error or if the product was defective. Otherwise, the shipping cost will be deducted from your refund." Thus, we only shipped the parts to the address as ordered and provided in the order; and all of them left our warehouse hence incurring shipping costs for each. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23313510
  
  I am rejecting this response because:

  one was defective! They told me the hood had not left the facility! They were never delivered to the wrong address except for the dented fender. They simply responded to wait 2 more business days and when 3 days went by, wait another 2 more for over a month! They can say whatever they want. I used another company and received the same items in under a week with no issues! They will be blasted across all my veteran and military chat rooms and social medias as unreliable and unforthcoming as well as unreliable! 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 06/07/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. We are currently checking on this; we'll let you know at the soonest time for any update. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/09/2025

  Type:Sales and Advertising 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 requested for a refund from car parts for all of these parts that were never used. They ensured me that everything would be fine with it and I would get all my money back except for shipping. I finally got the boxes shipped off in 2 separate shipments. The hood was so big I had to find somewhere to ship it, but had no luck near where I am. So I called car parts and they scheduled everything to be picked up. They picked up the parts in 2 separate orders. The first being the hood, radiator assembly, and headlight. The second being everything else. After the second was picked up ***** ended up bringing back the hood supports in a plastic bag and leaving them at my door in the rain. Car parts received the first order on April 21st and advised they would need to inspect it and to allow a week for that. I did that. I called them back to check for an update and they said 24 hours and I should have my refund. I have called almost everyday since then and each time they have said the same exact thing. To allow another ***** hours. I'm tired of waiting for a quite expensive order to be refunded. They have had confusion on their end on where the parts even are. Saying that they have the part that I still have in my possession, but not the one I returned to them. I even spoke to a supervisor and nothing has been done. I would like to have my whole order amount refunded to me at this point. I've had to wait 3 weeks just from the time they've received my parts. This is ridiculous.

  

  Business Response

  Date: 05/17/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our redord shows that you have been issued a refund of $302.49 through your ****** account on 5/10/25 with ****** Refund Transaction ID#6BV75018GT214601K for part#s REPV130120Q and RV25010002 that were returned. Please check with ****** and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date.
  
  While, we are waiting for confirmation from the warehouse for the receipt and inspection of the other parts. Additional refund will then be issued once we received an update on the completion of the inspection. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.