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

  
• 

  US Autoparts Network Inc

  146 Loomis Ave Trenton, NJ 08610

• 

  CarParts.com, Inc.

  10691 Reading Road Cincinnati, OH 45241

• 

  CarParts.com, Inc.

  1387 West Ohio Pike Amelia, OH 45102

• 

  CarParts.com, Inc.

  2450 Dixie Highway Hamilton, OH 45015

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:09/06/2023

  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.

  In April 2023 I placed an order for a vehicle part (airgbag clock spring) for a **** Jeep Wrangler that I an restoring.I did not open the product until September 1 as I was ready to install the part.I discovered the part did not fit my vehicle. I contacted the part manufacturer, ****** products, and confirmed with them that the part only fits Jeep year models 1997-2001.I contacted Carparts.com and asked for a replacement part that fits my vehicle.Carparts.com displays the words Guaranteed to fit on the parts order page.They are unwilling to honor that policy and simply state that the 60 day return policy supersedes this fit policy.I am only asking that Carparts.com take the wrong part back and replace it with the proper part.

  

  Business Response

  Date: 09/16/2023

  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."

  Nonetheless, as a sign of goodwill, a refund of $20.00 was issued to your account on 9/5/23 with PayPal Refund Transaction ID#*****************. 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 **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:08/30/2023

  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.

  On Jul 5, 2023, I returned a car part to this company as they had sent the wrong part. The part was delivered by *** on July 10, 2023. I called on 7.24.2023 and was told they couldn't find the part, then they had found the part while I was on the phone and would be refunding my money. On August 9, 2023, I called the company again because I had not received my refund. I was told that the part had been found and there was no explanation why I had not received my refund. I was given a refund ticket number of #******* and told I would have my refund in 24 hours, that it was now being processed. **** was *** I spoke to that day.On August 30, 2023, I called because I never received my refund. I was told the refund ticket was never processed by **** (so apparently I was lied to because he told me he had processed it as we spoke) and now ****, the *** of the day was processing my refund and now it would take ***** hours. He said it was a priority now. I told him I was told the exact same thing on 8.9.2023. He stated the ********************* was working on it now.I advised **** that I was filing a complaint with the BBB because I keep getting lied to everytime I call about my refund. All of these conversations are documented and can be requested from the company. They sent the wrong part, then tried to say they never received the returned part, then found it and now refuse to give me my money. This has been going on for 6 weeks. Please help me get my money back. Refund Ticket Number given to me by the company on 8.9.2023. #******* for $156.74

  

  Business Response

  Date: 09/09/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, our warehouse confirmed that the part hasn't been returned/received. Also, based on the *** return tracking#1Z8A8R710329890216 that was provided, it shows no movement since 7/10/23 (*************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************).

  Thus, may we advise you to contact the courier and inquire as to the status of the return. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:08/29/2023

  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.

  This complaint concerns order number CPZ379692433. Included in this order were 6 fuel injectors that did not meet the description or pictures on the website. They weren't even close to the fuel injectors I was replacing and could find no supporting documentation that ensured they would work. I applied for and carparts.com approved a return authorization (RMA ID **********. The parts were returned within the required time frame set forth by the company and I received notice from ***** that the parts were received. This occurred in January '23. I have called customer service repeatedly regarding the $916 refund the company approved and received what seems to be thier standard response of 7 business days. After spending roughly ******************************************************************************************** March 2023. This initially went through but the company contested it and I was charged for the parts again. After several more conversations with the customer service **** I have been told that my refund is being held up because of my dispute which Discover closed in April 2023. This company now has my parts and my money and seems to refuse to do anything about it and to say thier customer service department is unhelpful would be an understatement. This is theft.

  

  Business Response

  Date: 09/16/2023

  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 $916.38 on 9/16/23 with Refund Transaction ID#3xqd8j9m 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.

  Customer Answer

  Date: 09/22/2023

   
  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:08/28/2023

  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.

  After I purchased brakes, another transaction occurred. I did not make the second transaction of $158. I only purchased the brake kit for $271.

  

  Business Response

  Date: 09/09/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that no additional charge was made to your account. Thus, you placed an order for a total authorization amount of $271.62 on 8/24/23 and was captured/charged on 8/25/23 ($113.29) and ($158.33) as the parts were shipped out. Per the Order Confirmation Mail, "Note this is a pre-authorization only, not a final charge. You will be billed for each shipment as tracking information becomes available. For orders with multiple items, you may see incremental charges on your card as items can be dispatched from different warehouses. All charges will add up to your total order amount. You may track your order status here."
  
  Thus, 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:08/23/2023

  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.

  On Monday 8/21/23 I went to carparts.com to order a camshaft position sensor for my 2010 GMC Terrain. At time of ordering the website said that if ordered in 1hr 26m I would receive the part by Wednesday 8/23. Being a mechanic I need the part to ensure the vehicle will run so I took this as a guarantee I would have my part within 2 days. As of 8/23 the part is still showing at the warehouse awaiting pickup. Called customer service and was told that they confirmed the part was picked up and is being delievered and that I'll receive the part by 8/28. When I questioned the delivery time promised on the website I was told that the delivery date was based upon whether the part was readily available l, which according to customer service, my part was not--yet it was processed and a label created within 24 hours. When I pointed out the operators contradiction I was told that I needed to be patient that my part was coming. When I attempted to cancel the order a supervisor reverted back to the part was on a delivery truck. When I repeated what the tracking number is showing I was told that they could try to cancel the order but the part was on a truck and I could mail it back once I received it. I am now waiting for another supervisor to pick up the phone. A ****** review search shows that this is a common issue with them, such as lying and offering delivery promises they cannot fulfill.

  

  Business Response

  Date: 09/02/2023

  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 $28.12 on 8/27/23 with PayPal Refund Transaction ID#***************** 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 **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:08/22/2023

  Type:Customer Service 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.

  Carparts.com is ** *******. I ordered a tailgate for my 2006 dodge ram with the hardware latch etc. They were to send to a *** drop off location. ** ******* sent it fed ex us postal and ***. The drop off location turned away all parts and were sent back. ** ******* for over a month keeps saying refund for dodge latch 60 aprox dollars they received part July 7th and takes 7 days to process refund. Here it is August 1st and I still have not received refund. I called the twice to which they said give us 1 to 2 more days. Now a week later I call and their computer are down call back half hour. I demand my refund. ** ******* is horrible with customer. Service and satisfaction. Horrible company

  

  Business Response

  Date: 09/02/2023

  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 $266.44 on 6/30/23 with Refund Transaction ID#enwbbtyd ($96.28) and Refund Transaction ID#g0cc5eek ($40.86); on 7/3/23 with Refund Transaction ID#3ry203am ($23.36) and Refund Transaction ID#d76yt9nb ($46.02); and on 8/8/23 with Refund Transaction ID#******** ($59.92) 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:08/22/2023

  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 part which didnt fit and have not received the refund after sending the part back. The company stated a 1-7 day period yet its been 2 weeks now and Ive had to file a dispute with Paypal. The excuse i got was that they were updating their warehouse. They also emailed to alert me to the refund which has yet to be refunded.

  

  Business Response

  Date: 08/26/2023

  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 $54.01 on 8/23/23 with PayPal Refund Transaction ID#***************** 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 **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:08/18/2023

  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 an ABS speed sensor that I really need for my Truck to operate correctly for my work on Aug 8th, 2023. Order number CPZ386517614. I did not receive it. I checked with the local post office and it turned out that the woman that drives that route thought i didn't live there. No change of address nothing, she just assumed i didn't live in my house that I have owned for 8 years! She marked it "moved left no address". Insane. They apologized and said it wouldn't happen again. The tracking number of ************************** with *** and **** shows that it has been returned to carparts.com's location in **********, **. I have made multiple attempts to contact them with ZERO response or answer not even an automated Email. I had to search through ****** (not their website, heaven forbid anyone put their actual customer service number on their website) to find their CS number. I called it and it said I was CALLER NUMBER 24 in line. I waited an insane amount of time to get to CALLER NUMBER 8 in line and their system DROPPED THE CALL. I WILL NEVER ORDER FROM THIS TERRIBLE COMPANY AGAIN. IT'S BAD ENOUGH THAT *** AND **** MESSED THIS UP, IT'S FAR WORSE THAT I CAN'T EVEN TALK TO A SINGLE PERSON AT THIS COMPANY TO GET IT SORTED BECAUSE ALL OF THEIR "MAKE IT EASY" "FILL OUT A RETURN REQUEST FORM" GARBAGE DOESN'T WORK! ME AND MY SHOP will start ordering more expensive parts from a company that actually pays for a proper customer service program.

  

  Business Response

  Date: 08/26/2023

  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 the part was confirmed as completely delivered through *** tracking# ************************** on Thursday, August 24 at 1:25 P.M. at your location in *********************************************************************. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:08/16/2023

  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.

  Ordered a dash overlay that was suppose to be dark blue. Recieved a light blue dash completely wrong part. Returned and they recieved the item on August 1. Still have not recieved a refund and it's August 16th. They might as well have stolen from me. I want my money.

  

  Business Response

  Date: 08/26/2023

  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 $180.05 on 8/16/23 with Refund Transaction ID#******** for your returned 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: 08/28/2023

   
  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:08/15/2023

  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 this part and turns out I cant use it on my truck. As you can see, the part is still in the box, never been opened. I found out the part is useless to my situation. I called for a refund and return label and they refuse to pay me back my $150. I am just outside of a 60 day return window. I tried to explain to them its still in the box. They dont care and stole $150 of my hard earned money.

  

  Business Response

  Date: 08/26/2023

  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." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20473476
  
  I am rejecting this response because:  the product was sent to me as you sent it.  It has never been opened.  60 days is garbage.  If I would have opened the box and tampered with anything I would understand, but the box could literally go right back on your shelf and resold.   
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/30/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, 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." Kindly 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

   
  Complaint: 20473476
  
  I am rejecting this response because:  this box looked the same on day 59, 60, 80. Youre the first company I have ever dealt with that doesnt stand behind their product.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/07/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, as much as we want to accomodate your return request, it's beyond our return period. As previously noted, 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." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.