Complaints

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

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• 

  CarParts.com, Inc.

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

  
• 

  CarParts.com

  1301 Avenue T Grand Prairie, TX 75050-1212

  
• 

  Parts Train

  3716 Astoria Blvd Astoria, NY 11103-3657

• 

  US Autoparts Network Inc

  92 Youngs Road Trenton, NJ 08619

• 

  CarParts.com, Inc.

  68902 National Rd Quaker City, OH 43773

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 600$ hood for my 1987 ***** caprice Im currently restore the car upon getting car restored I noticed the hood dented and not good to fit my car I am trying to exchange it for another hood not a refund and exchange I have a year warranty that they are not honoring I have called complained and beg for help they are very rude and unprofessional I have not received a call back from supervisor

  

  Business Response

  Date: 05/17/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, Our Policy states, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 30 days of delivery. All authorized returns must include all items and components that were included in the original package. Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our **************** Team so we can assist you. We are not responsible for missing, damaged, or incorrect parts after 30 calendar days for all products, regardless of the party at fault."
  
  Further, the part has a "Lifetime ******* limited warranty against defects" while the reason for your return is that the part doesn't fit. The Warranty Policy states (*************************************************************************************************), "The manufacturers warranty shall be the exclusive remedy for any product defect or failure." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/07/2025

  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.

  Complaint In Summary:Defective auto part received refund/replacement unfairly denied.?Order Details: Company: CarParts.com Order Number: CPX251111414105890 Product: Window regulator Order Date: APR 21 2025 Amount Paid: $51.32 ?Problem Description: Received product with multiple defects: Motor non-functional. Does not roll up or roll down when power is applied to the motor terminals. Connector was broken directly out of the box, wire pulled out and unable to reinsert and remain placed inside the socket due to a cracked guide and terminal clip Alignment guide for window class guide was cracked Contacted CarParts.com requesting refund or replacement Company denied both, citing I did not opt into their shipping protection program At no point during checkout was I clearly prompted to opt into this program It is unreasonable and unfair to deny refund/replacement for a defective item, regardless of optional shipping insurance and in my humble opinion goes against basic consumer rights. ?Desired Resolution: Full refund of purchase price

  Customer Answer

  Date: 05/07/2025

  Issue has been resolved by the company and a full refund was made. I have no further complaints or information to provide. The company reviewed the issue in a prompt manner and am pleased with the results. 

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a clutch kit and valve cover gaskets. The gaskets cost $14 and carparts .com charged me $13 for shipping and another $3.89 for shipping guarantee or something ridiculous they shouldn't have. I immediately caught the added charges that moment and requested to cancel the order because I didn't appreciate being charged more for shipping the gaskets then they cost to purchase and not agreeing to it up front. And the representative said they wouldn't cancel it even though I literally just ordered it not a minute prior to noticing the added charges. She then informed me that I would be charged a return / cancelation fee of $33.99 to cancel my order that wasn't even filled shipped or delivered because I literally just made it . That's dirty in my opinion. Charging hidden fees that aren't agreed to and noticed immediately upon review of charges shouldn't be something that costs consumers even more money to stop from happening. That's theft of money no matter how its being described. The dispute and requested cancelation of the order was immediate and not after they had done a single thing but push a button. They are dishonest and a disgraceful company if that's what they do to those who complain or dispute hidden charges upon receipt of charges just 90 seconds after paying. Enough is enough

  

  Business Response

  Date: 05/17/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that no hidden charges has been made on your account and you were the one who agreed to the charges and placed the order. Thus, the shipping protection fee is optional and you may opt to purchase it or not. While Our Policy states, "We are happy to cancel your order if it hasn't been packed or shipped. Because we process orders quickly (within 24 hours), please reach out as soon as possible to request an order cancellation. If we're unable to cancel your order in time, don't worrywe have a straightforward return process in place. Just let us know, and we'll help you every step of the way."
  
  Kindly confirm then if you would like to return the parts or you may go to our website (**********************************************************************). Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Window regulator for my 2010 **** Focus for $56.80 (including the Shipping protection). Had text tracking on it to make sure I got it, waited tll it said it had been delivered but there was nothing outside my door. Checked with my neighbors but they didnt receiveanything or seen a delivery truck stop by. waited a week to contact them over getting a replacement sent. They sent me to ********** to claim a refund. i received $54.85 back as a Virtual card to use at carparts.com and nothing else. i tried to re-order the part but the price had changed to $58.87 ($59.12 at the time of this letter) so i called to see how we could find a solution to me getting my part. They then told me to take it up with Extend because they arent allowed to fix the price so i could pay, they werent allowed to make two separate transactions and i was willing to pay the few extra dollars just to order it and get this over with or give me a coupon for a few dollars to be able to pay for it. Couldnt put the money back to the account i used to purchase the item. Extend then told me they arent allowed to add funds to the virtual card or send the money to my personal card. So now i just want my refund back and will most likely never shop at carparts.com

  

  Business Response

  Date: 05/08/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your claim has been approved by Extend and is now being processed. Further update will be provided within the next days. While our record shows that you have been provided a coupon code to offset the price difference from Extend if in case you re-order the part. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted carparts.com multiple time to resolve this to get my money back they are saying that I did not send them the part that was sent to me which is not true and either way they wont even send the part back to me or prove it was not the part that they sent me but I want my money back I have already spoken to my bank and if they dont give it back they are going to do a charge back on my credit card

  

  Business Response

  Date: 05/08/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, our record shows that your return has been denied and no refund is due as upon our receipt and inspection, wrong part was returned. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23263794
  
  I am rejecting this response because: This is the part that was sent to me and I sent it back because it did not fit my 2013 GMC Terrian  So someone made a mistake when they sent it to me at the sellers end 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/17/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, our record shows that your return has been denied and no refund is due as upon our receipt and inspection, wrong part was returned. Nonetheless, we are coordinating with our warehouse to re-check the part that you returned. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23263794
  
  I am rejecting this response because: I have been waiting for 2 weeks for pictures of this product I sent back and still have not received any pictures 

   

  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need a refund for my order that was placed on 1/17/25. I paid $27.74 to have it shipped 2nd business day which was supposed arrive on 1/20/25. After I placed the order it didnt show that I had placed it for 2nd business day 1/17/25 it had it for ***** 2 day for 1/22/25. My order didn't arrive until 1/23/25. I contacted ***** and asked them if ***** 2 day and if 2nd business day were the same thing and they said no. It came through on their system as regular shipping when I paid extra for 2nd business day. My package still came late even for regular shipping since I didn't receive my order until 1/23/25. I spoke to two people at ***** and they both said I am due a full refund since I paid extra to have my package arrive on 1/20/25 and didn't receive it until 1/23/25. They said in order for me to get my refund carparts would have to get the refund and refund me my money since it was ordered through their account.When I informed carparts about what happened their response was "All orders must be received before 1:00 PM Eastern Time (10:00 AM Pacific Time) Monday to Friday only. Also, "Business days" for ship-out or delivery timeframes refer to Mondays through Fridays only." If that was the case their website should have said that. There's no reason why I living in *** should have been able to place an order at 9pm if that was their policy. It's not my fault their website allowed me to put the order through. So they can just charge me nearly $30 for shipping and when it arrives late just say that's not our policy? And even if the order was placed in time it still came late. That's why when I contacted ***** they said I'm due a refund because that is their policy. The only thing is carparts has to do it from their account. I can't do it because they have to refund it from their account. Either way you look at it I'm owed a refund

  

  Business Response

  Date: 05/08/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our Policy states, "Overnight or 2-day shipping is available for most small and medium-sized packages for additional charges. The specific shipping options will be displayed at checkout after you enter a shipping address. Air freight carriers reserve the right to extend their delivery times by 24 hours when delivering to residential addresses. This is beyond our control and air freight charges will NOT be refunded. All orders must be received before 1:00 PM Eastern Time (10:00 AM Pacific Time) Monday to Fridays only. No overnight or 2nd-day deliveries are made on Saturdays, Sundays, and holidays."
  
  Thus, your order was placed 1/18/25 3:24:24 AM (Saturday), hence, your order was processed the next business day. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23262407
  
  I am rejecting this response because:
  If the order was placed outside of the companies policies as it pertains to their shipping requirement time frame then its website should reflect its policies and should NOT have taken my money. If that's the case then I'm owed a refund 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/17/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, Our Policy states, "Overnight or 2-day shipping is available for most small and medium-sized packages for additional charges. The specific shipping options will be displayed at checkout after you enter a shipping address. Air freight carriers reserve the right to extend their delivery times by 24 hours when delivering to residential addresses. This is beyond our control and air freight charges will NOT be refunded. All orders must be received before 1:00 PM Eastern Time (10:00 AM Pacific Time) Monday to Fridays only. No overnight or 2nd-day deliveries are made on Saturdays, Sundays, and holidays."
  
  Thus, your order was placed 1/18/25 3:24:24 AM (Saturday), hence, your order was processed the next business day. You may check the policy at ************************************************ . Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23262407
  
  I am rejecting this response because:
  My order was not placed on Saturday it was placed on Friday. When I checked out on the carparts website it showed how much I was being charged and for what kind of shipping I was being charged for. I was being charged $27.74  to have it arrive on Monday 1/20/25. If it's not in their policy then their website should reflect their policies and should not have charged me extra. Even ***** said I was owed a refund because it was shipped late. ***** said they can only refund me through carparts account. I'm owed a refund
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/07/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was placed on 1/18/25 3:24 AM EST (Saturday). Thus, your order was then processed the next business day which is a Monday. Shipping Policy, "We only ship from Monday to Friday, and we take a little break on holidays and weekends. The delivery dates shown on our product pages and in your tracking updates are our best estimates. Here's a quick guide on when your order should arrive: Orders shipped on Monday will typically arrive between Thursday and the following Monday. Orders shipped on Friday will typically arrive by the following Wednesday to Friday. Orders shipped on Wednesday will typically arrive by the following Monday or Tuesday." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a catalytic converter & before purchasing I made sure to call customer service to ask them if the part doesnt work out can I return the part .( My check engine light is on calling for catalytic converter. ) they said yes I have this many days .. a few days past I put the part on my ********* check engine light came on again I took it to the *************** said my car needs the orginal part not a after market part so then I called car parts again to ask again if I can return the part they stated yes . so I took the part off & returned it . So noted I called before & after purchasing this part. Nothing is wrong with this part besides it doesnt work for my car . & they refuse to give me my money back even after I sent the part back & after I called them before & after purchasing.

  

  Business Response

  Date: 05/08/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, our record shows that your return has been denied and no refund is due as upon our receipt and inspection, the returned part " was not in a resaleable condition - scrap, overheated and blueing shell". Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23259598
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered calipers for my 2014 **** flex SEL on March ******* they were to small mond you you put in your car info , I obviously got the wrong part not my fault at all , I then contacted them with a phone call , I don't want money back just the correct part which is good business practices for most places who want more business, I was told I had 30 days when in fact it states 60 days as their commitment to you , all I want is to send the parts back get the correct ones no loss to either party , they insist they will not at all even after I sent proof by email to them over the phone to ************************************ This is not at all professional or right I sit here with parts 8.cant use at all and I'm out 220 dollars and parts this is absurd and worth and really stealing and not standing on your own word . I have attached the picture 8 sent to them and told them they need to remove it or stand by it period .

  

  Business Response

  Date: 05/08/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued and sent RMA#********* with ***** Shipping Label (************) so you can return the part to us. Kindly make sure to use the label immediately and return the part **** to avoid expiration. Refund will then be issued upon our receipt and inspection of part. 
  
  Our Policy, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 30 days of delivery. All authorized returns must include all items and components that were included in the original package. Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our **************** Team so we can assist you. We are not responsible for missing, damaged, or incorrect parts after 30 calendar days for all products, regardless of the party at fault." Nonetheless, as a sign of goodwill, return has been approved even if it's beyond the 30 days period. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The item arrived damaged from ***** including a hole in the box and damaged veins on the condenser. All I wanted was a replacement but since I missed the selection about buying extra insurance they do not stand behind their products or shipping. I have no way of testing if the condenser leaks or not.

  

  Business Response

  Date: 05/08/2025

  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: 05/08/2025

   
  Complaint: 23256528
  
  I am rejecting this response because:
  II requested a waiver from carparts.com to pursue ***** claim. I have yet to receive the waiver.
  Sincerely,
  
  *** Law

  

  Business Response

  Date: 05/17/2025

  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 $83.37 on 5/12/25 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:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 5 items from said website on April 3, 2025. My order was shipped through ***** tracking number #************. Order was split and I received 2 of the 3 packages. Per ***** the remaining package is lost/stolen which contains Steering Rack, Power. Part #RD28950002 for $188.99. Ive contacted customer service several times which is sourced out to the ***********. They are refusing a refund for the part I didnt receive. They are also claiming I declined shipping protection, which is a false statement bc I wasnt offered shipping protection. I paid over $72 in shipping and this Company said I was basically out of luck. Im requesting my money back on the part I didnt receive plus taxes and shipping .so that I may get this part elsewhere.

  

  Business Response

  Date: 04/26/2025

  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 part. 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.