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 Auto Parts

  1601 Bronxdale Avenue Bronx, NY 10462

• 

  Carparts.com, Inc.

  67 Whitson Street Hempstead, NY 11550-5420

• 

  CarParts.com, Inc.

  68902 National Rd Quaker City, OH 43773

• 

  CarParts.com, Inc.

  10880 Kenwood Road Cincinnati, OH 45242

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

• Initial Complaint

  Date:08/04/2023

  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.

  On the order page they promoted a 60 day no hassles return policy The part they sent did not fit.Within the 60-day window I tried to return it on their online system.After multiple attempts, they told me they did not accept warranty returns.They refused to honor their so-called committment.Claiming because ******* mfrd the part, they were responsible for the return.They weren't. I bought it from CarParts.com

  

  Business Response

  Date: 08/09/2023

  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:08/04/2023

  Type:Delivery 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.

  Order Date:Jul 11, 2023 Order Number:CPZ385806966 RMAM00003239755 Return TRACKING NUMBER ************ Returned deliverydate 07/26/2023 I call multiple times; they refuse to refund. Today 08/04/2023; no refund issued.

  

  Business Response

  Date: 08/09/2023

  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 $51.10 on 8/5/23 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.

  Customer Answer

  Date: 08/10/2023

   
  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:08/04/2023

  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 put this complaint against the company Carparts .com **** regarding on July 9 ***** I bought a part Cooling Fan Assembly for $169.53 ,order # CPZ385758832 used my ***** ********** card, I was received the part on July 13 *****, and it was damaged ,so I returned the part on July 15 2023 through ************* I had the confirmation from ***** that the part was received by the warehouse on July 20 *****.Also I had the email from Carparts the return request approval RMA ID-RMA ****************** $169.53, this company have a policy to refund the money in 1 to 7 business days , when they received the part, the last July 31 , 2023 it was 7 business days, and still waiting for my refund, I was send emails, and call them many times , and looks they were making fun on me , repeating the same thing that in the warehouse they were still reviewing the part to give the refund. Yesterday July 2, 2023 the last excuse was the fault is on my Bank card (***** Fargo) that they have not processed my credit, I called ***** Fargo and they said they don't received any credit money on my account. When I was called this company I ask for talk with a supervisor , someone on charge and no one is talk with me .They broke the policy refund of 1 to 7 days. They don't respect the customers , and trying to scam so as not to pay the money.

  

  Business Response

  Date: 08/09/2023

  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 $169.53 on 8/5/23 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.

  

  Business Response

  Date: 08/09/2023

  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 $169.53 on 8/5/23 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.

  Customer Answer

  Date: 08/09/2023

   
  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:08/03/2023

  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.

  On 6/25/23 I contacted Carparts.com customer via telephone and advised them the vehicle make and model I own and the part I needed. They advised me what I needed and completed the order. I received the part and painted it, then when the mechanic went to put it on they discovered carparts sent the wrong part. I contacted carparts and they advised I would receive a full refund of $193.85 because I said the car and they sent the wrong part. I also have this in email. I received a refund for $86.96. I have called and emailed to determine where that amount came from and why I didnt get the he full refund as promised. I was also advised that they would contact me to discuss the cost of the paint that I was charged to paint the wrong part and I have not been contacted and they are not responding to email. The order number is #CSC15711817. The team leader for carparts that I emailed is Red Empinado. I am looking to receive the refund I was advised I would receive and compensation for the cost of paint that it cost me to paint the wrong part. I am not asking them to pay labor, only the cost of paint. I have provided them the receipts for the paint per their request and did not get a response.

  

  Business Response

  Date: 08/09/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a total refund of $343.85 on 7/25/23 ($86.96) with Refund Transaction ID#******** for Part# N010324P, on 8/4/23 ($106.89) with Refund Transaction ID#******** for Part#REPN070102 and on 8/7/23 ($150.00) with Refund Transaction ID#******** for the paint. 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: 08/09/2023

   
  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:08/02/2023

  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.

  Made a return and the refund has yet to come in, it's been about 3 to 4 weeks since item was returned.

  

  Business Response

  Date: 08/09/2023

  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 $268.01 on 8/3/23 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.

  Customer Answer

  Date: 08/09/2023

   
  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:08/02/2023

  Type:Order 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 for my truck and the wrong part was delivered so I had to send it back. The order number was ********. They received the part back on Or around July 21. I still have not got a refund back. They say they are processing it but it takes up to 48hrs.

  

  Business Response

  Date: 08/09/2023

  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 $168.10 on 8/3/23 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:08/01/2023

  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 ordered a steering wheel pump order no. cpz384986463 on 06/10/23 from carparts.com for $186.39 and they sent me the part I had a mechanic install it but they said the pump was not working. I called carparts.com and they sent me a shipping label for RMA ID *********, I returned the steering wheel pump with ***** carrier on 06/26/23 and carparts.com customer service acknowledged it was received. I have called them six times and they keep stating they will expedite my refund, but every time i call its the same story and when I ask to speak with a supervisor they state they don't have the supervisor's number. One of the representatives told me they are in the **********'s and cannot reach a supervisor. I want my refund for $186.39 returned to my card.

  

  Business Response

  Date: 08/09/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. We are currently checking on this; we'll let you know at the soonest time for any update. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 08/09/2023

   
  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. Can you tell me the date I will get my money its been more than a month and I am tired of the response from your customer service telling me theyll Expedia my refund.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2023

  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 March 1 2023 but it came out of my account on March 3, 2023 in the amount of $489.38 I ordered a hood for my 2015 Impala and they did not send the hood that I purchased they sent a hood that fits a hood for a Chrysler Sebring instead and luckily my husband declined the delivery and it went right back on the truck. I then requested the right hood and they sent me a email saying I would be getting the wrong refund it was also the wrong hood pictured. I called several times with no help they kept saying someone will call me or allow ***** for a update by email.. after weeks they emailed me on 4-4-23 and said all 1-2 days for my refund to process. then I received a refund for $76.25 I called back and they said they gave me the difference in the shipping it cost to ship back. my issue is it was their error. I filled a complaint with my bank and they said they told **** they shipped a replacement to me but they never did. I have attached the email of the refund that I was told I would get and the proof of what they sent me and I also found that they do this to so many customers. I would understand if it was my fault but I ordered the right part what they sent me was wrong.

  

  Business Response

  Date: 08/09/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you placed an online order for Part#REPC130101QA which is clearly specified in our website as fit for a Chrysler Sebring. We only tried to deliver to you what you have ordered. Our Policy, "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." Thus, refund for $76.25 was issued to your account on 4/5/23 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.

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20408165
  
  I am rejecting this response because: They keep saying they sent the Sebring hood for a Chrysler but the hood I ordered and what was listed at the time was a Impala hood which is the vehicle I have. They sent the wrong hood and I was told a supervisor would research and email back and they determined and emailed saying I would be getting ****** back but instead was sent a ***** refund. If I made the mistake I could understand not getting a full refund but I didnt. This company does this often theres so many reviews where people have to loose money because they sent the wrong part and wont refund. I disputed with my bank and they came back and said they sent me a new hood but never did just to get By with Visa. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/07/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, 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." Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20408165
  
  I am rejecting this response because: This was not the part I purchased I thought this had only happened to me until I went to their ******** page and saw they have sent the wrong parts to hundreds of consumers and then say they took our money for freight when if they sent to right part it wouldnt be a issue. I truly feel this is what they do to keep the parts and out money. I included this in my initial complaint screenshots. Also I tried to do a complaint through my bank and they  told them they sent they sent me a replacement part which they never did. I had to end up repurchasing the same hood twice with no fault of mine. The economy is bad I get it but scamming hard working customers isnt right. Refunding me 74.00 of 475 isnt acceptable when it wasnt my fault. I called and they agreed to refund my whole refund per the email because I told the rep the model number and she said it was listed wrong. Which is why the wrong part

  was sent. I emailed a second guy who emailed me and said the same which o will try to locate. This company is definitely scamming. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/28/2023

  Type:Sales and Advertising 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 placed an order, which I attempted to cancel hours later. Due to the company's poor communication and customer service, the order has been shipped. I waited on the phone for 35 minutes to connect to a customer service representative only to be hung up on without a "hello." I submitted emails AND chats requesting a cancelation. Yet, I received an email confirming tracking details. ***** has yet to pick up the order, the company needs cancel the order and refund product and shipping costs. I did my due diligence to cancel this order, I should not be penalized by paying for ANY shipping costs. CarPart.com needs to provide customer an efficient way to reach store associates. I have never had this many issues contacting a company. I cannot recommend this company based off poor customer service and poor communication.

  

  Business Response

  Date: 08/05/2023

  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 $145.74 on 8/2/23 ($99.77) with Refund Transaction ID#******** and on 8/4/23 ($45.97) with Refund Transaction ID#c1pd511g for your order (ID#********* that you did not need to return to us anymore, you may keep or dispose them. 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: 08/07/2023

   
  Complaint: 20388483
  
  I am rejecting this response because: I appreciate the fact that I received a refund. However,  I am upset as I paid shipping costs for an order I did not want and went through great lengths to cancel. **************** has been very pleasant despite the length of time it took to get in contact with representatives.  Please tell me if shipping costs can be refunded as well. 
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 10/07/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. To resolve this, we have issued you an additional refund of $61.47 on 10/7/23 with Refund Transaction ID#******** for the shipping cost. 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: 10/09/2023

   
  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.

  I am pleasantly pleased with CarParts.com and will most certainly recommend them to my friends and family.  I honestly was not expecting a response regarding the shipping costs. Nonetheless, I thank you for your time and attention to this matter. 

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

• Initial Complaint

  Date:07/28/2023

  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.

  I placed an order for some bumper parts for my truck on June 20, 2023. The bumper reinforcement was bent and wasn't noticed until the part was installed and nothing would line up. I asked to return and get a refund, and included all of this info before being approved to return. I shipped back and followed all of their directions, and it shows it was delivered to them on July 11, 2023. They say wait 7 days for the refund to be processed and if I don't hear from them reach out. I am now on my 3rd or 4th time of being told to "wait 2-3" more business days, and we are nearing 3 weeks of them having the product and holding my money. If I were you, I would stay far, far away from this place, just due to the return hassle.

  

  Business Response

  Date: 08/05/2023

  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 $212.26 on 8/1/23 for Part#RD01250002-Bumper Reinforcement 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: 08/07/2023

   
  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,
  
  *********************