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
- 493 total complaints in the last 3 years.
- 174 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/30/2024
Type: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 girlfriend accidentally bought two sets of read rotors. We filed a return and they accepted it. They sent us a return label and we returned the item. Its been about a month of constant phone calls or emails trying to get our money back and now we receive an email saying they declined the refund when we now dont even have the car part. This is unacceptable and theres no way it should have gotten declined when they have possession of the item now. Terrible customer service
Business Response
Date: 10/12/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, our records shows that we tried issuing you a refund however, the refund was declined by your financial institution. We tried contacting you to resolve the issue but we have not received any response. May we then request you to kindly provide your ****** account or if you don't have one, provide your complete mailing address to process the check refund at ************************************** with BBB Case #******** as reference. You may call us at ************** to speak to a representative in our ****************************** so we may resolve this issue. You may call us between 6:00am to 4:00pm Pacific Time, Monday to Friday. Again, we apologize for the inconvenience.Initial Complaint
Date:09/27/2024
Type: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.
Good afternoon, I am contacting the BBB because the vendor, Carparts.com is refusing to refund my money after receiving my defective part. I purchased the part in February of 2024(this year) . They asked me to send them a mechanics diagnosis and pics of the defective item which is a catalytic converter. The item is still under warranty but when I asked to replace the part they stated that they didnt have another part to replace it. I asked if they had anything comparable and they stated that they did not have anything. Car ************************** stated that they would issue me a refund once they received my old catalytic converter and the mechanic shops diagnosis. I provided both. I sent the part back to them which they have received and I used the label via ***** that they sent to me. I kept calling them to see if they received it and they have. I kept checking back over the next few days to see when they would issue my credit but to no avail. I called back in 9/26 to discover that they have decided not to give me a refund. They have not contacted me to let me know their decision or anything. The representative said that he asked a supervisor to call me back but still no call or communication. Carparts.com has my part and has taken my money and I am left with no other recourse. The lack of communication and their handling of this situation is unprofessional. I would like for the BBB to get me money back as quickly as possible.or have my part sent back to me. I have attached as much information as possible if you need more please do not hesitate to contact me via email if at **********.Sincerely,Business Response
Date: 10/05/2024
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 $333.48 through your ZIP account on 3/16/24 ($20.00) and on 10/1/24 ($313.48) for your order (ID#*********. Kindly check with ZIP or your bank/credit card company. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 10/08/2024
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:09/27/2024
Type: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 sent money to this company to obtain an engine for a 2016 ***** Equinox, i paid over the amount by thirty- seven dollars. Total amount is *******. i paid *******. My contact person is ***** *******. He can be reached at **********************. They claim to have engine I needed up until three weeks ago. I verbal requested my refund. I am seventy-six years old and need my refund to repair, my 2016 ***** Equinox. I have been out of my vehicle since December 2023.Business Response
Date: 10/05/2024
We sincerely apologize for the inconvenience, however we could not locate your order using the information that you have provided. Hence, may we request you to provide us with any reference#/information relative to your order(Order ID#, PO#, RMA#, tracking#, e-mail address that was used in placing the order, delivery address, Order date...). Kindly e-mail them at [email protected] with BBB Case #22347908 as reference so we can check and give the necessary resolution. Please let us know if you have other questions by calling our Customer Service Team at 1-866-529-0412. Again, we apologize for the inconvenience.Initial Complaint
Date:09/27/2024
Type: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 set of brake rotors and pad. Due to the fact that the order did not arrive on time I sourced the parts elsewhere and started a return. I returned the items to the warehouse via ***** RMA process. They verified reception 9/9 @10:41am. I waited the listed 7 business days and heard nothing from this business. I contacted the service desk and they stated the parts were received and waiting inspection for ********* has now been 14 business days and still nothing from the company.I returned these parts within 2 days of them arriving. I feel it has been long enough to process a refund.Business Response
Date: 10/05/2024
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 $358.02 on 10/5/24 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.Customer Answer
Date: 10/07/2024
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.It did take me calling the business again but the refund was finally processed. Thanks
Sincerely,
***** ******Initial Complaint
Date:09/24/2024
Type: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.
Returned an unused part in the box and have not received a refund in a timely manner. They still have not refunded and it has been over a week since they received the part. I called last week and asked when I can expect the refund. I was told I would receive it by yesterday and still have no refund. This has caused an overdraft in my account and unnecessary stress.Business Response
Date: 10/05/2024
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 $111.57 on 9/13/24 ($26.90) with PayPal Refund Transaction ID#9XF252687J0959355 and on 9/25/24 ($78.85) with PayPal Refund Transaction ID#1AX44985PG638511V for your Order (ID#73662026). Please check with PayPal 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 Customer Service Team at 1-866-529-0412. Again, we apologize for the inconvenience.Initial Complaint
Date:09/23/2024
Type: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 am writing to formally file a complaint against CarParts regarding my recent experience with their service and product quality. On [August 6 2024], I purchased a front bumper from CarParts, which was marketed on their website with a guarantee that it would fit my vehicle [2020 dodge charger **** pack]. Trusting this guarantee, I proceeded to have the bumper painted by a professional service, incurring additional costs for labor and materials.However, upon installation, it became clear that the bumper did not fit my vehicle as promised. I contacted CarParts for assistance, and to my dismay, they admitted that the part was not the correct fit for my vehicle. This admission not only contradicts the guarantee provided on their website but also has led to a significant financial loss on my part.Despite my attempts to resolve the issue directly with CarParts, they have refused to reimburse me for the labor costs associated with painting the bumper, citing their return policy. I believe this policy is unfair, especially considering that I relied on their guarantee when making my purchase.I feel that CarParts has not acted in good faith and has misled me regarding the suitability of the product for my vehicle. I am seeking a resolution in the form of a full reimbursement for the labor costs incurred.I appreciate your attention to this matter and hope that the BBB can assist in resolving this issue with CarParts.Thank you for your time.Sincerely,[***** *****]Business Response
Date: 10/05/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, 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."
Thus, full refund of $356.27 has been issued to your account on 8/7/24 ($50.00) with PayPal Transaction ID#2NP712589M442383W and on 9/11/24 ($306.27) with PayPal Refund Transaction ID#02F03723YV273071E for your order. Please check with PayPal 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 Customer Service Team at 1-866-529-0412. Again, we apologize for the inconvenience.Initial Complaint
Date:09/19/2024
Type: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 pair of wheel bearing hubs on July 5, 2022 (Order #CPZ377280474). By January 2024, they were making a grinding noise when driving so I knew they must've went bad. I purchased a new pair on July 6, 2024 (Order #CPZ241692002723683) and returned the old under the life time warranty I sent the old parts back, as requested. In the email attached, the resolution center confirmed that I will be receiving a refund and requested information from me. This was August 1. I have not received a check or heard anything further from CarParts. I even contacted them again through their chat and the person assured me again that a check was being sent. It is the middle of September and I have not received anything.Business Response
Date: 09/28/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a check refund of $103.00 on 9/26/24 with USAP CK#****** and sent at your address, ***************************************, 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:09/17/2024
Type: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 order rear rotor discs and rear brake pads for my 2017 ******** XTS and the company guaranteed they would fit and when I received them they didnt fit so I returned them and they received them back on September 5th and was told I would receive my refund in 7 days and I have yet to receive and have talked to several customer **** promising to expedite the situation and I have been unable to speak to a supervisor to explain why my refund has not been sent yet.Business Response
Date: 09/28/2024
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 $173.53 on 8/20/24 ($17.19) with ****** Refund Transaction ID#***************** and on 9/18/24 ($156.34) 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.Initial Complaint
Date:09/17/2024
Type: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.
Paid for a Fuel Pump and carparts.com. I was told *** *************** had my order but they never delivered or carparts.com doesn't have any contact information to ***.Business Response
Date: 09/28/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was confirmed delivered through LSO tracking#ZY0FSNP0 on 9/16/2024 02:28 PM at your address in *********************************************************************************. Thus, kindly let us know if you want to return the part or would want to keep it.
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 customer service 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. s not responsible for lost or stolen packages and all such claims must be processed through the shipping company." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:09/16/2024
Type: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.
This is a fake company I dont know how they did it. But they stole me money from my debit card. The bank blocked the card. I make a complaint for a fake company I searched is fake.Business Response
Date: 09/28/2024
We sincerely apologize for the inconvenience, however we could not locate your order using the information that you have provided. Hence, may we request you to provide us with any reference#/information relative to your order(Order ID#, PO#, RMA#, tracking#, e-mail address that was used in placing the order, delivery address, Order date...).
We are carparts.com though and not *************** (per the attachment you provided) and in no way affiliated with them. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
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