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. has 42 locations, listed below.

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• 

  CarParts.com, Inc.

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

  
• 

  CarParts.com

  1301 Avenue T Grand Prairie, TX 75050-1212

  
• 

  Carparts.com, Inc.

  67 Whitson Street Hempstead, NY 11550-5420

• 

  US Autoparts Network Inc

  146 Loomis Ave Trenton, NJ 08610

• 

  CarParts.com, Inc.

  10691 Reading Road Cincinnati, OH 45241

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:11/04/2024

  Type:Sales and Advertising 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.

  My package had been delayed twice now and while seeking a refund the only help i recieved was to return the part that I never recieved

  

  Business Response

  Date: 11/13/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was delivered through **** tracking#********************** in or at the mailbox at 12:35 pm on November 2, 2024, at your address in **************************************** 
  
  Thus, kindly confirm if you will return or keep the part. We have issued you RMA#RMAM00003842021 with ***** Shipping Label (************) so you can return the item. Kindly use the shipping label immediately to avoid expiration. Refund will then be issued to your account 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.

  Customer Answer

  Date: 11/13/2024

   
  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:10/28/2024

  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.

  I recently had a frustrating experience with CarParts.com regarding my order (#). I placed the order on September 19th, and on October 25th, the body shop called to inform me that I received two left headlights instead of one left and one right, as specified in the listing. This error is entirely on CarParts.com, and my truck is currently at the shop, incurring daily storage fees.When I reached out to customer service, I spoke with Supervisor ******* (badge #****). He stated that since it had been just over 30 days (by less than six days), he couldnt assist. Initially, he offered to find a way to fix it, but when I expressed my frustration with the situation, he changed his stance and refused to help. Throughout the call, he mocked me, which I found highly unprofessional and disrespectful.I also noticed that the product listing is still active, showing both left and right headlights. However, I was informed that the right side is sold out. If thats the case, why is the listing still up without any indication that the right side is out of stock? This inconsistency only adds to my frustration.This situation highlights failures in both the ordering and shipping processes. Both boxes were labeled "Left Hand," so a simple barcode scan should have flagged the error. Enforcing a 30-day return policy is unreasonable here, given that the wrong items were shipped.Despite multiple attempts to reach another supervisor, I was consistently redirected to *******, leaving me without any alternatives for resolution. No customer should endure this kind of treatment. I strongly urge CarParts.com to address these issues and consider disciplinary action against ******* to prevent similar incidents in the future.

  

  Business Response

  Date: 11/09/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, 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."
  
  Nonetheless, to resolve this, RMA#RMAM00003836493 was issued with ***** Shipping Label (************) so you can return Part#REPF100189 to us. Kindly use the shipping label immediately to avoid expiration. Refund will then be issued to your account upon our receipt and inspection of the item. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:10/21/2024

  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.

  They charged my card for parts that I bought tht totaled ****** on October 16 2024 then on 10/18/2024 they took the same amount out again. I called and talked to offshore representative asked for onshore representative due to was unable to understand the representative. Was advised that I couldn't talk to onshore representative needed to contact my bank. I was told the bank took it out twice when I called the bank they said no I was charged twice by ************. My bank will take 120 days to investigate this and give my money back. I want carparts.com to refund the second charge they made on my card. I had to shut my card off to stop them from continuing to take money out of my bank account.

  

  Business Response

  Date: 11/02/2024

  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 $420.17 on 10/16/24 and was captured/charged on 10/16/24 ($54.65 + $89.75 + $113.67) and on 10/17/24 ($106.37+ $55.73) 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."
  
  Hence, rest assured that 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.

  

  Business Response

  Date: 11/06/2024

  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 $420.17 on 10/16/24 and was captured/charged on 10/16/24 ($54.65 + $89.75 + $113.67) and on 10/17/24 ($106.37+ $55.73) 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."
  
  
  Hence, rest assured that 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:10/21/2024

  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 returned a set of all 4 rotors and all 4 brake pads for a 2000 ****** outback Parts were sent back on October 3rd 2024 on October 8th 2024 according to the ***** tracking number they received my parts on the 8th of oct 2024 I have been contacting them periodically within the last 2 weeks it's to figure out what's going on with my refund and have been thrown in circles saying that oh it's been executed but it's gonna take 24 to 48 more business hours I have been told that 4 times It has been over 2 weeks since they received my parts and have not gotten a email confirmation that they have credited my refund Refund amount is $196.32

  

  Business Response

  Date: 11/02/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a refund of $196.32 on 10/24/24 through your ****** account, with ****** Refund Transaction ID#********JU450674K for your returned Part#s P15KOE1120 and P15KOE3124. 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.

• Initial Complaint

  Date:10/17/2024

  Type:Order 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 parts, for a total of $572.56on 10/16/2024, and this morning 10/17/2024, I found an additional charges of $383.74. The explanations that were given that my bank had to release the funds and that parts order has not been fulfilled and once they have been shipped then the additional funds would be return. This is nonsense, I have ordered part before and never experienced this kind of double accounting/charges.

  

  Business Response

  Date: 10/26/2024

  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 $572.56 on 10/16/24 and was captured/charged on 10/16/24 ($337.83+ $45.91) and on 10/18/24 ($143.93+ $44.89) 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."
  
  Hence, rest assured that 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:10/16/2024

  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 chatted with representative prior to buying 6 spark plugs confirming the parts would fit, both the site and agent said it was a guarantee fit. It was not 1 broke due to this. Contacted them again to start a return. I could only return 5 of them because they were not used. I was also told I had to pay for shipping to return them, fine that stipulations are on there site. They received them on October 3rd 2024, I waited 7 days per there site. When no email about refund I again messaged them was told it was being escalated and it would be 48 hours. Nothing so again I messaged them again the same message but they will give me shipping cost back. I waited and again had to message them about refund , I get the same run around each time. The site says handle free returns, starting a return is easy getting a refund is not. Today they are now saying it had to be inspected again because it was a partner vendor but it has been and guess what they escalated it and I should hear in 48 hours. Only shop with them if your willing to risk losing money. I personally can not afford that and chose not to ever again lose money with their company. Wanted others to know before they to make the mistake.

  

  Business Response

  Date: 10/26/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a refund of $57.70 on 10/16/24 with ****** Refund Transaction ID#***************** for your Order (#********). 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.
   

• Initial Complaint

  Date:10/11/2024

  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 would like to file a complaint on car parts .com...this company has the worst business ever...so here is the story I ordered struts for my car on Oct 7, 2024 they say they will be here on Oct.10, 2024, I get home from work I only have 1 strut when I clearly ordered 2. front passenger and front driver I get one I have an appointment on Friday 9am with my mechanic the part won't come until friday Oct. 11, 2024 , they send me a email at 7pm stated that it was another delay, remind you I ordered back in July for radiator and it took a week so there for I had to pay out of pocket $200 for another radiator because once again the part was delayed...by the way supervisor ***** was not helpful at all...another supervisor ******* she gave me a credit $35.00 unacceptable for my inconvenience, I have to go to a funeral and they were not sorry about this happening 2 times enough I want my money back for the radiator, which they say I can't get my money because it's been over 60 days, for my inconvenience they should do it. Please don't order anything from them non- professional people and non English talking employees

  

  Business Response

  Date: 10/18/2024

  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 $92.77 through your ZIP account on 10/11/24 ($35.00) as discount and on 10/15/24 ($57.77) for the part#REPH280527-RH, for your order (ID#*********. Kindly check with ZIP or your bank/credit card company. 
  
  While 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." Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:10/08/2024

  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.

  Company sent wrong part, had to return part. They have had part for 7 days and won't issue refund. Even though they are the ones that sent the wrong part.

  

  Business Response

  Date: 10/18/2024

  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 $86.37 on 10/8/24 with Refund Transaction ID#******** for your Order (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.

• Initial Complaint

  Date:10/03/2024

  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.

  Friday, September 27, 2024 4:12 PM To: ******************* <*******************>Subject: ESCALATION Order #: ********| Return Denied.Unacceptable.This was the wrong product.We are a ranch business. We had a coil go out on one of our jeeps. Thus we bought 5 to put on our parts inventory shelve to have when any of the other cylinders went out.This was guaranteed by you to fit on a 2018 Jeep Grand Cherokee V6.We thought we had a good part on the shelve. They don't deteriorate with time!!!But when we went to use it; it was incorrect. I sent your representative pictures of the one that came out of the 2018 JEEP.And showed pictures side-by-side of it and your product you shipped.Clearly it is too small. The coil size and most importantly the electrical connector does not match ****** we have 5 units, $100 worth, that is of no use to us. This is totally your fault!! What do these coils you shipped fit into????All 5 of the units are new in the original box your shipped and in pristine condition.The right thing for you to do is to take them back and honor your guaranteed fit pledge, especially if you care about your customers and want more business.

  

  Business Response

  Date: 10/12/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued RMA#RMAM00003815198 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.
  
  Our Policy, "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." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:09/30/2024

  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.

  Purchased two tie rods, they were two days later being shipped and then by 4th day they were marked delivered and i never received, ive checked security cameras and no one came to my home on September 28, 2024 at all! I will never do business with them again and want a refund. I'll use autozone from now on

  

  Business Response

  Date: 10/12/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was shipped through LSO tracking#ZY0FTA2J and we received a confirmation that it was brought by the driver on 9/29/24 at 6:43 PM at your address in **********************************************************************************
  
  While we have issued you a refund of $4.49 to your account on 10/1/24 as ********************** for the inconvenience. 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.