Business Profile

New Auto Parts

CarParts.com, Inc.

Headquarters

Complaints

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

Customer Complaints Summary

494 total complaints in the last 3 years.
174 complaints closed in the last 12 months.

If you've experienced an issue

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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.

Initial Complaint
Date:12/03/2024
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 made the transaction on September 24, 2024; due to death and illness I was not able to install the parts immediately, upon getting well enough to do the work I discovered that I was sold the wrong parts; after speaking to a supervisor on Nov 28 name ******* assured me that she would allow me to exchange the parts for the correct one but now they are telling me I am outside of the exchange window. Nowhere on my original invoice does it state a time limit for exchange?
Business Response
Date: 12/12/2024
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, order was placed 9/24/24 and we only received a return request this November, 2024. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 12/15/2024

Complaint: 22635582

I am rejecting this response because: I never had a chance to inspect or use the parts because of illness and death

Sincerely,

******** ****
Business Response
Date: 01/04/2025
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, 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." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
Date:11/27/2024
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 package that included a bumper, skirt, and brackets. The brackets were shipped separately through ***** SmartPost. The package shipped from ********* ****** to ******* ******* where it was declared damaged. The company refused to work with me because I didn't buy shipping insurance. I will never buy anything from them again. I have to now file a claim with ***** and they can't give me any info either. Spent a whole day trying to figure out what even happened to the package and no one can seem to tell me. I had to spend another $30 on ****** to have them replaced. I should have used ****** to begin with.
Business Response
Date: 12/07/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, since the order is not covered by shipping protection, we're unable to process a claim for the order. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 12/09/2024

Complaint: 22613066

I am rejecting this response because: The service they used through ***** made it so that the ***** ship center was unable to track its location in ******* where it stated it was at. They gave me a number to one ******* facility, then another, until I finally was able to find the correct facility. They stated they would not give me a damage report and only the shipper gets the damage report. They stated the shipper has the choice to send the package to the customer still, return it to the company, or throw the damaged package out. I have no idea what their choice was, but more than likely it was to throw the package away. My understanding is when the package got to ******* there was nothing in it. I don't know of any other company that makes you purchase shipping protection instead and not work with you on the issue. This company is refusing to work with me on this. ***** also stated that the company can file a claim with *****.
I would like my money for the bumper brackets returned to me.

Sincerely,

******* *******
Business Response
Date: 12/20/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, as previously noted, since the order is not covered by shipping protection, we're unable to process a claim for the order. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 12/20/2024

Complaint: 22613066

I am rejecting this response because: This is the same exact response as before.

Sincerely,

******* *******
Business Response
Date: 12/28/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, as previously noted, since the order is not covered by shipping protection, we're unable to process a claim for the order. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 12/31/2024

Complaint: 22613066

I am rejecting this response because:
This company refuses to refund any funds by filing a claim themselves through ***** which they can do.

Sincerely,

******* *******
Initial Complaint
Date:11/26/2024
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 purchased a wheel bearing and shocks in October from this company. They were the wrong parts so I had sent them back. I have not got my refund for either part returned. I sent them back October 19th via ****** Everytime I email them about my refund they tell me they have only received one part. I have the email attached showing both parts were received. I contacted my bank and they said no refund has been issued because they keep telling me my bank hasn't approved it.
Business Response
Date: 12/06/2024
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 $80.17 on 10/25/24 ($42.94) with Refund Transaction ID#m9x39afj for Part#REPC283707 and on 12/3/24 ($37.23) with Refund Transaction ID#******** for Part#REPC280123 that were returned. 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.
Initial Complaint
Date:11/19/2024
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 placed an order for two headlights the total came to $86.37 which included tax and shipping. Then upon checking my bank account yesterday I noticed an extra charge of $42.97 from carparts.com that was not pre-authorized. Upon live chat with this company they told me that it was pre-authorization that money was not pre-authorization it was taken out of my account and they do not tell you anywhere on their website that they take that extra money a lot of people live paycheck to paycheck that could absolutely destroy somebody that needed gas or groceries taking that extra $42.97 without asking prior to the sale. They have refused to return that money I want to warn consumers not to trust this company as far as letting them have access to your bank account because they dip in and take as much as they want. I have provided a screenshot of the two charges on my bank account I stated above $86.37 was the only authorized charge the charge for $42.97 was added on a day later once again without pre-authorization or any explanation of that charge.
Business Response
Date: 11/30/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that no double charge was made to your account. Thus, you placed an order for a total authorization amount of $86.37 on 11/14/24 and was captured/charged on 11/15/24 ($42.96) and ($43.41) as the parts were shipped out. Per the Order Confirmation Mail, "Note this is a pre-authorization only, not a final charge. You will be billed for each shipment as tracking information becomes available. For orders with multiple items, you may see incremental charges on your card as items can be dispatched from different warehouses. All charges will add up to your total order amount. You may track your order status here."

Thus, no other charge has been made to your account. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
Date:11/19/2024
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 am filing a complaint against CarParts.com regarding an order I placed on 11/12/24 for right and left outer tie rods and two inner rods. The order arrived in three separate shipments. On 11/18/24, one of the outer tie rods arrived in a sealed ***** shipping box, but due to rain in ******** that day, the box became wet. However, the box remained intact and had not been opened prior to delivery, as shown in video footage of the mail carrier placing it on my porch.When we opened the box, we discovered that the part inside was not new. The plastic packaging around the tie rod had been opened, and there was grease on the blue boot of the tie rod, suggesting prior use. Additionally, the castle nut was missing from the package, which was not a result of shipping since the box had no holes. Upon further inspection, we also noticed tool marks on the tie rod, indicating that it had been previously installed on a vehicle.We immediately contacted ******** service, where we explained the issue: the part was used and missing components, and the other tie rod we received was mismatched with different boot designs and bolt sizes. The first ******** service representative failed to understand that our issue was not the wet box, but the fact that we received a used part and incorrect items.When we escalated the issue to a supervisor, they dismissed our concerns and wrongly accused my husband of providing conflicting information. They insisted that the rain-damaged box was the reason for our complaint, refusing to address the fact that we were sent a used part and incorrect, mismatched components.This situation is unacceptable. I paid for new parts but received used and defective items. The companys refusal to provide a full refund or address the issue is a violation of my consumer rights. I am seeking a full refund for the parts, as well as an apology and a resolution to prevent this from happening to others.Thank you for your attention to this matter.
Business Response
Date: 11/30/2024
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 $64.80 on 11/30/24 with Refund Transaction ID#s d80ksvmk ($25.04) for Part#MEMS60647 and Refund Transaction ID#******** ($39.76) for Part#MEMS60648 that were returned. 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: 12/02/2024

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:11/18/2024
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 ordered a part on October 10th. I did not receive the part until October 21st on November 16th. I found out they sent me the wrong part and now they said it's past the 30 days. They don't want to refund my money. I just want my money back. I'll ship you the old part yet. Nobody will print me a return label. $74.70.
Business Response
Date: 11/30/2024
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." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
Date:11/18/2024
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 PURCHASED THE FIRST A/C COMPRESSOR FROMCarParts.com MONTHS AGO. COST WAS $130/tax. I RECEIVED AND PAID TO HAVE THIS INSTALLED IN MY 2001 **** ESCAPE. WELL, IT WAS NO GOOD. SO, I HAD TO PAY TO HAVE IT REMOVED, I RETURNED IT TO CarParts.com. THEY SENT NEW ONE, I PAID TO HAVE IT INSTALLED PLUS THE A/C RECHARGED. WELL, IT WAS NO GOOD AGAIN. I PAID TO HAVE THIS ONE REMOVED AND IT WAS RETURNED. I RECEIVED THE THIRD REPLACEMENT COMPRESSOR AND PAID TO HAVE IT INSTALLED, PLUS THE A/C RECHARGED AGAIN. WELL, THE THIRD ONE IS NO GOOD AGAIN! SO I CONTACTED CarParts.com AND SENT THEM VIDEO OF THIRD COMPRESSOR MALFUNCTION. I WAS CONTACTED BY ***** FROM CUSTOMER SERVICE, HE SAID HE WOULD TAKE TO UPPER MANAGEMENT. I SENT ALL PAPERWORK OF COSTS THAT THIS COST ME BECAUSE OF THEIR THREE POS COMPRESSORS. IT IS 100% THEIR FAULT WHICH COST ME NEAR $600 MORE, PLUS THE MONTHS OF NOT BEING ABLE TO USE MY VEHICLE. WELL, THEY JUST REFUNDED CHECK FOR COMPRESSOR AND SAID TOO BAD, WE ARE NOT COMPENSATING ANYTHING FOR ALL MY EXTRA COSTS. THIS IS SO WRONG. I AM A DISABLED PERSON ON $940/MTH SSDI. THESE PEOPLE SHOULD BE RESPONSIBLE TO REFUND ME THE COSTS I HAD TO PAY TO REMOVE, INTALL, REMOVE,INSTALL THEIR COMPRESSORS, PLUS THE RECHARGING OF A/C TWO EXTRA TIMES. I WILL SHOW YOU WHAT I PAID TO HAVE ALL THIS DONE AND WHAT IT COULD HAVE BEEN THE COST IF NOT FOR FRIEND DOING WORK IN HIS SPARE TIME. THIS IS SO WRONG. PLEASE HELP ME RETRIEVE MY EXTRA COSTS BECAUSE OF THEIR FAULTY PARTS. THANK YOU VERY MUCH. ******* ******.
Business Response
Date: 11/30/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a full refund of $155.32 on 11/12/24 through USAP CK#****** and sent at your address, ************************************************************************************

While Our Policy states, "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:11/15/2024
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.
Incident occurred : September 3rd 2024 Car Bumper was purchased but delivery never occurred..Ive reached out multiple times explaining to the company that I have not received my order but no resolution was made !!! Purchase total was ****** I would like a full refund
Business Response
Date: 11/23/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was confirmed as delivered through ***** tracking#s ************ (Part#REPH010306P-Bumper Cover) on Tuesday 9/3/24 at 10:03 AM and ************ (Part#REPH070103- Grille Assembly) on Friday 9/6/24 at 2:14 PM at your address in ****************************************************************************************

Thus, Proof of Delivery has been provided showing parts were delivered at your front door. May we advise you then to coordinate with your local authorities or check with your neighbors. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 11/25/2024

Complaint: 22559901

I am rejecting this response because: I DID NOT RECEIVE ANYTHING !!!!! I WAS NOT NOTIFIED ABOUT A DELIVERY!!! I DID NOT SIGN FOR ANYTHING EVEN THOUGH I REQUESTED FOR MY PACKAGE TO BE DELIVERED WITH A SIGNATURE REQUIRED !!!! HOW AM I LEFT WITHOUT ITEMS I PAID FOR? WITH NO ITEMS AND NO REFUND ???

Sincerely,

********* ******
Business Response
Date: 12/07/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, our record shows that your order was confirmed as delivered through ***** tracking#s ************ (Part#REPH010306P-Bumper Cover) on Tuesday 9/3/24 at 10:03 AM and ************ (Part#REPH070103- Grille Assembly) on Friday 9/6/24 at 2:14 PM at your address in ****************************************************************************************

Thus, Proof of Delivery has been provided showing parts were delivered at your front door. Also, an e-mail has been sent to you for the tracking/delivery information. May we advise you then to coordinate with your local authorities or check with your neighbors. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
Date:11/12/2024
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 ordered these dust ******* from CarParts.com August 15, but was unable to install them until now, due to not having enough money to pay a shop to put them on right away. Their site that I bought them said Guaranteed to fit your vehicle (2011 ***** Equinox ** 2.4), but these parts would not fit at all. These arent even intended for this vehicle, I called and asked for my money back but they insisted they couldnt because it had been outside of their return policy, even though they are not used and could be resold as they are, they were never installed, still clean and brand new. I asked to talk to a supervisor because that is FALSE ADVERTISEMENT to say they Guaranteed them to fit my vehicle. I would like my money back and to be able to return these product. This seems like a very shady company.
Business Response
Date: 11/23/2024
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 60 days of purchase. 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 customer service team via Live Chat so we can assist you in processing a return for replacement or refund. We are not responsible for missing, damaged, or incorrect parts after 60 calendar days for all products, regardless of the party at fault."

Thus, your order was placed 8/15/24 and you only complained to us last 11/9/24, way beyond the return period. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
Date:11/08/2024
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.
On 10/31/2024 I ordered a tail light from CarParts.com for my vehicle. I paid for shipping and used ****** for my purchase. I received the tail light on Monday 11/4/2024 on my doorstep delivered by ****** The package had a 2.5 inch hole/gash in it. Upon opening the box, there was another layer of cardboard which also had a 2.5 inch hole in it. Under that piece of cardboard there was no other protection, no Styrofoam or peanuts, nothing. The tail light was cracked and is therefore unusable. I promptly called CarParts.com to request a replacement. I was then told that a new policy was implemented on 10/25/2024 that stated if shipping insurance was not purchased they could not replace the product or accept any returns. I was never informed of this new policy. I was never offered shipping insurance. The product was not packaged properly and how do I know it wasn't damaged before it was even shipped out of the warehouse? I asked to speak to a manager who then repeated the same policy. I tried to file a claim with ***** as I am the one who paid for the shipping but the tracking number came back as a SmartPost shipment and only the company that shipped the package can file a claim on it. This is deceptive and unfair business practices set to harm the consumer. I am seeking a full refund.
Business Response
Date: 11/23/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a full refund of $167.26 on 11/23/24 through your ****** account, 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. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

Customer Answer
Date: 11/25/2024

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,

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

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CarParts.com, Inc. is BBB Accredited.