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Business Profile

New Auto Parts

CarParts.com, Inc.

Headquarters

Complaints

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

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CarParts.com, Inc. has 42 locations, listed below.

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    Customer Complaints Summary

    • 492 total complaints in the last 3 years.
    • 171 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/15/2023

      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 a brake caliper for my 86 ****** van. It arrived 5 days later then I was told. Upon receiving the part I notice a rubber boot was torn. I called customer service and was given a return label and I sent it back the same day. I was reassured that I would be getting a replacement part ASAP. I called 4 days later inquiring about getting a tracking number. I was told the part was sent and should be arriving on Tuesday. This information I received on the previous Friday. On Monday night I received a email informing me that they do not have the part in stock and no idea when they will have more. I was also told they have no idea when I will receive my refund?! I shouldve seen the two and a half stars that they have in the reviews. I will never do business with Carparts.com and recommend no one use them. Terrible business practices.

      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 $48.70 on 8/21/23 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:08/14/2023

      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.
      Order Num: CPZ386020162 Date: July 19, 2023 $164.22 Billing State: ** Ship State: ** I ordered parts for my daughter for her vehicle to be shipped to her location in ******* (I live in **); the order was shipped in 2 separate orders....the first two boxes delivered were the control arm kits and bushings, and they were delivered to unit 203. Still, no invoice was included in the box, so when my daughter received a delivery notice that the 2nd shipment order, which included the plenum gasket, was delivered, but she did not receive the delivery, she did not have a contact number to call, an order number to reference or anything to try to look up and track her order to provide to customer service so they could assist her in locating or filing a claim on the missing delivery, more does she have a paper invoice to file a warranty claim. Luckily the box was delivered to a different building and returned within a few days to her doorstep. Still, no invoice or paperwork was included in any of those parcel delivery boxes!!!! I do not have time to remember which vendor I purchased what parts from and when or to try to look up old invoices and orders, especially when they were bought and shipped to my daughter in another state for her vehicle. My boss was not thrilled at all with me when I had to spend almost an hour out of my work day trying to communicate with my daughter and customer service to get invoice numbers, etc., when my daughter could have handled it if only she had received an invoice or receipt packaged in with her order. I can only imagine the delay and irritation this would cause a mechanic or auto shop trying to look up invoices for warranty claims, etc. It should be company policy always to issue a receipt, invoice, or even an order number for reference, please!!! I am speaking from experience, as I was a service writer for Chrysler for years.

      Business Response

      Date: 08/26/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Rest assured that actions are being taken to avoid future incident as such. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
    • Initial Complaint

      Date:08/11/2023

      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 bought some parts (wheel bearing and hubs) from carparts.com which according to them included a 1 year warranty. Upon installation, we found out that the parts were defective. I called immediately from the mechanic shop and was told that because the product was bought over 60 days there was nothing they could do. Nowhere on their website do they state that the parts must be installed within 60 days of purchase, only if you are looking for a refund. However, the manufacturer warranty should be good for a year but they refuse to hold up their end of the deal. They are selling products with "warranties " and not honoring those warranties. I'm not looking for a refund, only for the warranty to be honored and exchange the faulty parts

      Business Response

      Date: 08/19/2023

      We sincerely apologize for the inconvenience, however we could not locate your order using the information that you have provided. Hence, may we request you to provide us with any reference#/information relative to your order(Order ID#, PO#, RMA#, tracking#, e-mail address that was used in placing the order, delivery address, Order date...). Kindly e-mail them at ************************************** with BBB  Case #******** as reference so we can check and give the necessary resolution. Please let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

    • Initial Complaint

      Date:08/10/2023

      Type:Service or Repair 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.
      So i bought order number ******** from car parts with RMA 145107743DEF with ***** tracking **** **** **** which was delivered back to carparts end of July 2023. I was supposed to get my refund of $91 , within 7 days of car parts reciept . they got it back july july and they told me i should receive my refund by the 3rd of August , which idid not and i called them bac k 3rd of aug , ater being on hold for over 1hr i got an agent who told me that i will get my refund by end of day of aug 3rd. i waited no refund. so finally called them 10th of august and waited on hold for 1hr finally got an agent who put me on hold for 40 mins while she tried to process my refund and then she hung up the call. I called back and after another 50 mins hold finally got agent ****** who after 25 **** said that i should have gotten my refund that he will escalate my case. i said i was tired of calling and that car parts should do what they promised and give me my refund. he said he will get the manager who will process the refund, i got put on hold for another 15 mins and then the manager ******* came on the line and with each agent i had to repeat what happened since each agent does not seem to keep notes of what my call was about so i have to repeat myself each time. Manager said that he will reach out to the are house, i told him i want me refund now and that i have spent over 4 hours trying to get my refund, and it has been 3 weeks , he said he would reach out to the ware house again, i told him i am tired of the run around. this is horrible incompetent service and i will think twice before shopping with them again. i want the full refund of my original payment of $149.59 since carparts and its agents seem not to want to resolve the issue but give me the run around on refund of a merchandise that i sent back to them in july and we are already 10th of august

      Business Response

      Date: 08/19/2023

      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 $68.29 on 8/14/23 with Refund Transaction ID#******** for the **** part returned. 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: 08/21/2023

       
      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:08/10/2023

      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.
      Ordered front and rear shocks. Only 3 posts were shipped and delivered. Contacted company for missing part. Was shipped but arrived late. Returned parts to company for refund, received by their warehouse on 6.30.23 and still have not received refund or response to repeated emails and chat requests for refund processing information. Tracking info uploaded

      Business Response

      Date: 08/19/2023

      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 $104.23 on 8/10/23 with Refund Transaction ID#******** for Part#TS37171-Shock Absorber and Strut Assembly that you returned. 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:08/09/2023

      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 purchased an ac condenser from carparts.com. After a couple months the part failed. It had a one year warranty on it so I returned part for refund. This was over a month ago and no refund no replacement. Hitting a wall trying to deal with customer service.

      Business Response

      Date: 08/19/2023

      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 $82.07 on 8/19/23 with Refund Transaction ID#9n84h0ek for Part# KVAC3239-A/C Condenser. 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:08/08/2023

      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.
      On aug 3 I ordered a part for my van, the part recommended by carparts, which was wrong!!! I noticed within 5 min called them and cancelled, the next day the hit my account and shipped it even tho it was canceled. They do this to pad their losses in the last quarter which is defrauding the *** of actual gains tax. Someone needs to audit them microscopically.

      Business Response

      Date: 08/19/2023

      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 $95.66 on 8/19/23 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.
    • Initial Complaint

      Date:08/07/2023

      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.
      I bought 3 motor mounts, request refund, I followed all the return instructions, website say 7 days for refund, I called customer service several times cause the ********************** received parts 7-20-23, as of 8-7-23 no refund, last 2 calls talked to 2 supervisors, MS **** 8-3-23, Ms ********* 8-7-23 no refund

      Business Response

      Date: 08/19/2023

      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 $154.15 on 8/7/23 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: 08/21/2023

       
      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:08/07/2023

      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.
      i made an order for $306 and they double charged my account putting over $600 on hold. my car load was due on the next day and my perfect payment record was affected as well as my credit score. they gave me no warning as i agreed to only $306 for payment . this was deceitful and sneaky and put me out for the week. left me with $30 in my account and a negative hit to my credit. i cant for the life of me understand how this is legal in any way and why they continue to not be penalized for this practice . i will never use this company again. they should be shut down. customer service is sublet to some overseas call center. zero help after numerous attempts to resolve. the damage is done on my end.

      Business Response

      Date: 08/19/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that no double charge was made to your account. Thus, you placed an order for a total authorization amount of $308.31 on 8/4/23 and was captured/charged on the same day, 8/4/23 ($182.44) and ($125.87) 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:08/07/2023

      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.
      I ordered a drivers side headlight for my car and at checkout on the site it said it would he delivered today 8/5/23 and the next day I'm in training at work and my phone starts blowing up and its keybank asking if a bunch of charges on my debit card were mine and I said only the carparts.com one was and several other charges were not then the customer service person at keybank put me on hold and came back saying the fraudulent charges were originating from carparts.com. Well guess what ? The Part didnt come and the money it cost is gone from my account and my debit card is cancelled and now I get a email the day it's supposed to be here that my order is being processed. I only post things like this when they are true. This is a loser tipoff company that will scam your credit card if you order from them and you wont get what you order either .I told them they could resolve the problem by sending me the part next day air which they ignored now its game on.

      Business Response

      Date: 08/19/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was confirmed as completely delivered through GLS tracking#**************** on 8/7/2023 at your location in ***************************************************************. Thus, rest assured that no other charge has been made to your account. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

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