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

  
• 

  US Auto Parts

  1601 Bronxdale Avenue Bronx, NY 10462

• 

  Carparts.com, Inc.

  67 Whitson Street Hempstead, NY 11550-5420

• 

  CarParts.com, Inc.

  68902 National Rd Quaker City, OH 43773

• 

  CarParts.com, Inc.

  10880 Kenwood Road Cincinnati, OH 45242

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:08/13/2024

  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.

  Wasting time on the phone trying to get my refund settled, returned it on the 23 of july. Waited for shipping, waited for inspection, waited for refund. No refund. They have said more than once now that they put in a ticket or request to have my refund sent out.

  

  Business Response

  Date: 08/24/2024

  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 $200.71 on 7/23/24 ($100.36) with Refund Transaction ID#g0rcpmjk and on 8/16/24 ($100.35) with Refund Transaction ID#n5vcb60j 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:08/12/2024

  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 returned a catalytic converter to car parts.com they received it on 6/26. Tje pary is under warranty but they will not honor it or give me a refund of $2454.99

  

  Business Response

  Date: 08/24/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, a follow-up has been made on this issue. We will let you know of any update at the soonest time. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22127992
  
  I am rejecting this response because: it has been 60 days as of today that I returned the part and they have still not issued the refund. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/04/2024

  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 $2,365.18 on 8/29/24 through USAP CK#****** and sent at your address, ****************************************. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 09/04/2024

   
  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.  Thank you for sending the refund, I have received the check.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/09/2024

  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 the item and the company has not refund it.

  

  Business Response

  Date: 08/17/2024

  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 $304.97 on 7/24/24 ($152.49) with Refund Transaction ID#p4bq2pvm and on 8/12/24 ($152.48) 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:08/07/2024

  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 made purchase on 08/05/24 from carparts.com a radiator kit that was ******. After that a email saying they had no radiator in stock but still was sending all the other parts. Therefore I canceled order made call in to company and canceled. Now I have had 3 purchases on my bank account for amounts more than what the parts cost that came to *****. If I return them lady in email said no refund is definite. Place is a scam

  

  Business Response

  Date: 08/17/2024

  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 $64.63 on 8/9/24 with Refund Transaction ID#s badx7qkk ($20.02), gmphf361 ($22.06) and 7vd40s1q ($22.55) and you need not return the parts (Part#GAT31412, GAT22830 and GAT22829) to us anymore, you may keep or dispose them. 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.
  
  While the rest of the order was successfully cancelled and no charge was 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:08/07/2024

  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 brought 2 power steering gear and return them both this been going on for 2 years they replaced the defects part and send me another and had to send that back so on June 2024 had to buy a new power steering gear box on May ******* because they did have any replaced in stocks until June 6 or in 2 week so I brought new power gear box for $396.09 on May ******* and it's defects and they did give me my money for the cord cost ****** am trying to return this one and get my money I don't want another replacement power gear box and I want them to Reimburse me for all the times I had to pay the mechanic to put it on I have all my receipts and bank statement on what I Purchase from car parts.com.Every part i Purchasethey gave me are replacement are defected I just need how I was blaming they Mechanic but they don't know if the parts are good or not until they put them on the car and I had to pay him and and pay for tow truck and I have received for them to

  

  Business Response

  Date: 08/17/2024

  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. 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:08/06/2024

  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 bought a brake kit that was "guaranteed to fit" the model of vehicle I uploaded on their site. After thinking about it for a few minutes, I checked the vehicle to realize it came with rear drum brakes, not rear rotors. I then called to cancel the order. They said they would submit a request to cancel the order. I received an email 3 days later saying that my order had been shipped. I called again and they told me I could return them when they showed up and they can process a refund when they get the package back. They received the package on July 5th. They were going to only refund 178 dollars for some reason, and when I explained how it said "guaranteed to fit" and how I tried to cancel it right after I ordered, they agreed to a full refund. However, I've called multiple times and they said they'd email me when they process it, even yesterday, when I called the *** told me he'd expedite it himself and I'd have an email yesterday. That didn't happen. I sent their products back and just want my refund.

  

  Business Response

  Date: 08/17/2024

  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 $274.62 on 8/8/24 ($178.85) with Refund Transaction ID#******** and on 8/9/24 ($95.77) with Refund Transaction ID#******** for your returned 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:08/06/2024

  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.

  You guys have had the returned parts for a week now. Exactly how long does the refund process take? The poor customer service on **********************'s part through this entire process means you've now lost a customer. I ordered on 7/10/24. The original delivery date was 7/13/24. First, the part was lost. Then, the part shows up nine days after 7/13/24 on 7/22/24 completely damaged. I was given a measly $5 credit on my order, which was never received. I called and asked that a new part be overnighted to me on 7/18/24, which didn't arrive until 7/24/24, again, completely damaged. I shipped both packages back, being informed that I was going to be charged a return shipping fee because the part didn't fit my car. That was on me. But the original order package that was returned on 7/25/24 was delivered to *************, ** and not the warehouse in *********, **. The second package that was returned on 7/25/24 that should have been overnighted made it to the warehouse in *********, **. Please explain to me why I'm having to babysit you over $156.28. This company could have handled this entire process way better. Do better.

  

  Business Response

  Date: 08/17/2024

  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 $124.28 on 8/17/24 with Refund Transaction ID#jxvyn35b for your returned part. 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: 08/20/2024

   
  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:08/05/2024

  Type:Billing 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 August 2. I made a purchase on carparts.com totaling $521.00 on August 3rd they went back into my account and withdrew an additional $214.00. Now today August 5th they went back into my account and withdrew $173 all this without my authorization now my account t is in the negative and they are saying it depends on the bank as to how long it would take for me to get my money back .i spoke to my bank which is now looking into the matter.intotal they took $900 from my account for ********************** that cost $521.00 after they took the $214.00 I spoke to a supervisor and I also emailed him to cancel my order he never replied their services are not forthcoming

  

  Business Response

  Date: 08/17/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that no additional charges was made to your account. Thus, you placed an order for a total amount of $521.20 on 8/2/24 and was captured/charged on 8/3/23 ($27.37 + $214.76), on 8/5/24 ($173.25) and on 8/6/24 ($19.75 + $86.07), as the parts 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, 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:08/05/2024

  Type:Customer Service 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 car parts from car parts.com and paid to have parts delivered by Saturday August 4th. Parts still not here on Monday August 6th. They also took double the money from my bank account and stated that is their company policy and that the money will be returned to me in 5 to 7 business days after I receive all my parts which I never authorized. After trying to resolve this issue with customer service they actually hung up on me after telling me I'm just complaining for no reason. I want to let anyone know whom maybe thinking of buying ANYTHING FROM THIS COMPANY TO ABSOLUTELY NOT DO IT. This is by far the very worse company I have ever dealt with. I am in the process of reporting theses unauthorized charges to my bank and going to file a police report for theft. Not sure how this place is still in business but goes to show you how the agency in charge of protecting consumers rights is also a complete failure and a waste of our taxpaying citizens. Such an embarrassment that in today's world you still can not purchase a product from a company without being scammed. DO NOT USE CAR PARTS. COM Also they are partners with FED X who also is a joke. Only use *** OR ***** FED X is the bottom of the bottom of delivery services.

  

  Business Response

  Date: 08/17/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was confirmed completely delivered through ***** tracking#s ************ (Part#s TM28150023 and STPM27110070) on Monday 8/5/24 at 1:09 PM, ************ (Part#TM28150024) on Saturday 8/3/24 at 12:42 PM and ************ (Part#P15171759) on Saturday 8/3/24 at 12:42 PM at your address in ********************************************************************************************
  
  Thus, a refund of $20.00 was issued to your account on 8/6/24 with Refund Transaction ID#******** for part of the shipping cost. 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.
  
  While no double charge was made to your account as the Order Confirmation Mail states, "For Credit Card Payments: 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." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 08/19/2024

   
  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:08/05/2024

  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.

  Hello. So I have made several purchases with this company. I have previously had no issues until recently which started 5/31. I ordered a part to have fixed on my car. I paid for expedited shipping. The part would not make it in the time that I paid for therefore I had to pay double the money to the shop. I reached out to car parts for a return. They sent a label. Unfortunately someone in my office put the label on the incorrect part. I reached out to ***** immediately to see if they can stop the package and return. They failed me. I reached out to car parts letting them know the issue. H they supposedly mad notes to return the package. Which they failed. We have been in contact for months. They advised me to buy a shipping label to return the wrong package. I did. After months of lies and telling me they are trying to locate my package they claim they cant and they wont. Due to high volume. Whats the point of having a rule in place if you as a company wont follow it. Therefore I am out $85 of a missing/lost/stolen part and $20 for a ***** label. To be told sorry everything we said we would do we arent due to high volume. I hate this because I love dealing with car parts. I have still shopped with them during this issue. But this really is unacceptable.

  

  Business Response

  Date: 08/17/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, our warehouse confirmed that the part that you mistakenly returned, cannot still be located. Our warehouse handles high volume of returns daily and have yet to retrieve and verify the specific product returned. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22089598
  
  I am rejecting this response because: this is what I was already told. I just dont find it fair that I followed all steps your company gave me to just be told oh well there is nothing left to do. You knew prior to telling me to pay for a label that you had high volume . So what happens to customers who make this mistake? What does your company do with the products? Make a profit. Its not right and Im not ok with it. 
  
  Sincerely,
  
  Tempestt Beans

  

  Business Response

  Date: 09/07/2024

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, our warehouse confirmed that the part that you mistakenly returned, cannot still be located. Our warehouse handles high volume of returns daily and have yet to retrieve and verify the specific product returned. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.