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
- 490 total complaints in the last 3 years.
- 164 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:10/02/2023
Type:Service or Repair IssuesStatus: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 part from CarParts.com and received it. However, it was a defective part and I had to have it replaced again. I had to pay 270 dollars for the install, and 200 again to replace the part after it was deemed defective. I was offered reimbursement from carparts.com and I had provided the documents they had asked for, but they haven't responded at all. I am still owed the 470 dollars for labor. To be clear, they have refunded me for the part itself.Business Response
Date: 10/07/2023
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." Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 10/18/2023
Complaint: 20677750
I am rejecting this response because:I was promised reimbursement. I do not believe the policy matters in this case; it was agreed upon to provide reimbursement to me.
Sincerely,
*******************************Business Response
Date: 10/28/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, our record shows no notes of the promised reimbursement and just an inquiry on the request as we do not cover labor claim. Also as previously noted, "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." Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 11/01/2023
Complaint: 20677750
I am rejecting this response because:
I was emailed directly by an associate of carparts.com to provide various documents for reimbursement. Attached is proof of such and proof that it was sent by carparts.com.Sincerely,
*******************************Initial Complaint
Date:09/27/2023
Type:Product IssuesStatus: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 want a FULL refund. I didn't use the part they sent. The part they sent is damage from them lying about nothing being wrong with it or ***** damaging it. I only bought it to have it on hand. Everywhere I go to get an estimate, they say I don't need it. I don't know if CarParts only wants to give me way less than what I paid because of me not sending OPTIONAL pictures to have it shipped back and get the refund or if they're scamming me to save themselves money. CarParts only wants to refund me $36.25(return shipping -$65.19).Business Response
Date: 09/30/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our Policy states, "We are not responsible for any return freight charges unless the return is due to a manufacturers defect or a direct result of an error on our part." The return reason provided to us through the return request, "Part no longer needed".
Thus, if indeed the item was damaged, it should've been the reason for return. Nonetheless, so we can resolve this, may we request you to send us a photo of the item that you received. Kindly provide as well the condition of the shipping box and the part# of the item you received. You may also respond to the e-mail sent by one of our customer service representative. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:09/25/2023
Type:Service or Repair IssuesStatus: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 had purchased a part from them a few months back (this has been an on going issue) they sent me the wrong part in the correct box. I called to have the right one shipped out and they said they would send it priority. It came 2 weeks laterby this point I had already found a replacement elsewhere. I had called to get 2 shipping labels sent for both parts (the wrong original and the correct late replacement) and so I could receive a refund. I was sent oneI had called back again and wished to speak to a manager where I was put on hood for 45 minutes before being told one wasnt available and they would call back4 days go by and no call back. I called again to get 2 shipping labels. **** assured me there would be 2I only received oneI called back again today and finally got ahold of a manager who raised his *********** and ultimately the call was disconnected and I was dropped this wasting another 2 hours of my time.Im super frustrated and just want these 2 parts out of my house and my money back!! It seems like theyre trying their hardest to make me give up and eat the 70$ for the wrong part they sent me and its not ***** **** Ive lost hundreds of dollars dealing with this during business hours instead of focusing on my own business and its WRONG.Business Response
Date: 09/30/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, our record shows that Shipping labels were sent to your e-mail address, *********************** so you can return both the original and replacement parts to us.
Original order with RMA#RCORE00003309672:
FedEx Shipping Label *********** (sent 9/22/23) and ************ (sent 9/25/23)
Replacement Order with RMA#RCORE00003322815:
FedEx Shipping Label ************ (sent 9/25/23).
Thus, these labels are expiring soon, so may we request you to use them immediately. Refund will then be issued upon our receipt and inspection of parts. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:09/20/2023
Type:Delivery IssuesStatus: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 DLA1400 Door Lock Actuator - Rear, Driver or Passenger Side on September 11 . The part was supposed to be Delivered on September 14 received an email stating that my address was wrong. I looked it up. They have my billing address right but my shipping address is off by one number I called them they said they called ***** and my part will be delivered. September 15 I woke up September 15 to an email saying it was on his way back to shipper. I called them and ask them about sending another part because I had already canceled my appointment and I was told they cannot order me. Another part did the best I could do was processed me a refund and I can re-order it when I receive my refund I told them I was not going to order another part it is now September 20. I still have not received my refund.Business Response
Date: 09/30/2023
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 $91.35 on 9/26/23 with Refund Transaction ID#******** for your order (ID# *********. Kindly 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. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:09/20/2023
Type:Product IssuesStatus: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 purchased a fuel tank for my **** ****** Sentra September 12th of 2023 from car parts.com for $456.33 after that i received a email from car parts.com telling me its on the way and it would be delivered by September 18 couple of days later i get another email telling me its arriving on September 16th of 2023 on a Saturday so I'm up early this Saturday which is September 16th of 2023 waiting patiently for my fuel tank for my **** ****** Sentra i get a text about 1:00 pm telling me my fuel tank has been delivered at 10:30am Saturday morning September 16th immediately i call car parts.com and the lady name ***** pick up when i push 5 on the phone i explain to her i never received my fuel tank for my car this morning she then tells me no you got your part i have a photo of your front yard and you have flowers in your yard with a black and white door then she said the package was drop off at my door at my home so i explain to her this is not my home you are describing i have no flowers in my front yard nor do i have a black and white door i start to describe my home to her telling her i have a 8 feet private wood fence around my property and i definitely don't have flowers in my front yard nor a black and white door i tell her in order to deliver anything to my home you have to pull up to my driveway and i have a 8 feet gate at my driveway with a doorbell and theirs no way you can see anything on my property so she tells me she have to do a claim and i should hear from them by email in a day or two never heard from them so i called the same number Tuesday morning and explain to the lady name *** at customer service what happened and she hung the phone up on me i just want my money $456.33 for a fuel tank i never receivedBusiness Response
Date: 09/30/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Be advised that a replacement has been processed and part was delivered through ***** tracking#************ on Monday 9/25/23 at 1:03 PM at your location in *************************************************************************. Let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 10/02/2023
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:09/18/2023
Type:Product IssuesStatus: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 purchased several items. First waited a week for some of the parts just to be sent and they never were. Canceled the items that were never shipped. 4 days later they shipped and charged my account. Once received I declined acceptance of the order and returned to sender. Several times to call and emails and all anyone can say is there looking into it. Also the parts I did receive all but 1 was defective. RMA was issued the items sent back in accordance with their terms. Been delivered for a week now and still no return. Contacting them again and same thing, we're working on it.Order info is as follows:Order Date: Aug 09, 2023 Order Number: ***************** Amount: ****** Please note that the amount disputed is not the full ****** as I did keep 2 items and did receive a refund on an item that didn't need to be shipped back. The total in dispute is ****** plus shipping. Not sure how much that is but I would be happy with just the parts price back.Business Response
Date: 09/30/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued refunds for a total of $295.07 on 8/23/23 ($31.31) with Refund Transaction ID#********, on 9/15/23 ($54.95) with Refund Transaction ID#********, on 9/19/23 ($86.08) with Refund Transaction ID#******** and on 9/30/23 ($122.73) with Refund Transaction ID#******** for your order (ID#*********. Kindly 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. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 10/02/2023
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:09/14/2023
Type:Service or Repair IssuesStatus: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 sept.20 from carparts .com i got a window regulator it was the wrong part sent it back they said they cant do a replacement for the right one & i just pay the balance they said no they dont do that had to do a return by Aug.6 they got it back on sept.31 they said 1-7 days ill have my money back its now been 15 days still no ************* just giving me the run around about my refundBusiness Response
Date: 09/23/2023
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 $38.30 on 9/19/23 with Refund Transaction ID#******** for your Order (#********). Kindly 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. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:09/11/2023
Type:Product IssuesStatus: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.
9/6/2023 I ordered Replacement Fender Liner$20.50 For your 2008 ****** RAV4 Sport Part No.: T222179 Quantity: 1 ************************* Included in SET-T222179 Order Number: CPZ232492008927606 Upon attempting to install this part on my 2008 ****** Rav4 Sport the mounting holes did not line up and the product was of low quality. Thin plastic and did not fit the vehicle properly. I contacted Carparts.com to return the item due to it having defects. I was told I would need to pay to return the item even though it does not fit as guaranteed and has manufacturing defects. The staff was rude, dismissive and refused to take any responsibility for the issue of the low quality part was sold with guaranteed fitment. I want to be able to return the item without me paying for shipping as this was not my fault.Business Response
Date: 09/23/2023
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 $58.43 on 9/10/23 ($29.21) with Refund Transaction ID#******** and on 9/11/23 ($29.22) with Refund Transaction ID#******** for your order. Kindly 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. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:09/11/2023
Type:Product IssuesStatus: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 master cylinder from this company on or around 7 -28-2023 . I didn't need it . I got online with them and generated a return label #RMAM00003252709, and sent it back to the warehouse in ************, ******* on August the 12 2023. I've spoke to several agents ,and was told it would be credited to my account in3 to 5 business days . The last conversation was on Labor day, and told the same thing . I have exhausted all avenues to get this matter resolved . I suppose the only way to resolve the issue is to report the shoddy business practices CarParts.com uses . I wiil not use them anymore ! Please stay away from this company, the are a big unnecessary hassle .Business Response
Date: 09/23/2023
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 $113.08 on 9/15/23 with Refund Transaction ID#******** for the Brake Master Cylinder. Kindly 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. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:09/06/2023
Type:Sales and Advertising IssuesStatus: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 made a purchase orcer number CPZ232291311690891 through their online website via my phone for a rear taillight for my vehicle. I have used this site in the past without issue, however this time the site auto filled a random address in ** for my shipping. I did initially notice the error and correct it with the proper shipping address, but at some point it must have reapplied the ** address and I did not notice when finalizing the purchase. I will accept responsibility on my part for not triple checking, however I am deeply unsatisfied with CarParts.com's resolution in the matter. Through a few emails I was first advised to go pick up the item at the incorrect address which is several days from my residence so not possible, then informed there is nothing further they can do and will ***** only a $20 rebate for my loss. Autofilling a random shipping address seems to be something their website simply does, which I find to be an unnecessary potential for issues like this to happen and easily correctable.Business Response
Date: 09/16/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Be advised that a replacement order (ID#********* has been processed and part was confirmed delivered through ***** tracking#************ on Monday 9/11/23 at 5:00 PM at your address in ***************************************************************************. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
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