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. has 42 locations, listed below.

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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:07/28/2023

  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 have called multiple times, emailed, called again and nothing but excuses. I've sent the part back I have provided the tracking the dates proof that you received the prts and still no refund.

  

  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 full refund of $141.02 on 8/5/23 ($9.84) with Refund Transaction ID#6wjfhxqj and ($131.18) 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:07/26/2023

  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 number CPZ385439157 was shipped with a bag of dog treats instead of the part I ordered: REPL283711. I gave their customer service department ample opportunity to address this, only to be passed from one unhelpful rep to another. I have started the refund process for the order, but I do not have the correct part to return because I never received it and will now have to cover the cost of returning the parts I no longer wish to purchase from this company.

  

  Business Response

  Date: 08/05/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. To resolve this, may we please request you to provide photo/s of the item (Part#REPL283711) that you received including the shipping box and send them at ************************************** with BBB Case #******** as reference, so we can check? Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:07/26/2023

  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.

  Ordered a hood for a car that was recently in an accident. Was told the entire order would be delivered by *****. I then received a phone call from Southeastern Freightlines about a pallet delivery that was 513 lbs. Contacted Carparts.com to make certain that all deliveries would come by ***** and was assured that ***** was delivering my order. I then refused the delivery from Southeastern Freightlines because I hadn't ordered anything that would weigh over 500 lbs. No ************ says I refused the delivery and will not send another part and will not refund my money. I have reached out to them and they have not responded.

  

  Business Response

  Date: 08/05/2023

  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: 08/07/2023

   
  Complaint: 20379744
  
  I am rejecting this response because:

  I have already been dealing with their customer service. The only response that is acceptable is a replacement hood or a refund for the hood I have never received. I have tried several times with their customer service and explained the entire scenario. They are trying to not deal with me and this is why I am trying an alternative method.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/07/2023

  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 $357.72 on 8/17/23 with Refund Transaction ID#******** for Part#N130116. 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: 10/20/2023

   
  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.
  Complaint #******** has been resolved. I must have missed a communication from you. The company, Carparts.com, refunded my entire purchase price. Thank you for your help.

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

• Initial Complaint

  Date:07/26/2023

  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.

  Purchased a halogen headlight but needed a hid/ Xenon one. Therefore , I returned the headlight July 8th via their return ***** label. Car parts confined receipt on July 12th. Their policy states up to 7 days you will get an email regarding approval of the return. I called July 19th. They said its business day call back in two days. I called July 22. They said oh call back in two days. I said the previous rep said the same thing. She said refund should show Tuesday the 25. I requested she speak with her supervisor. Finally she said the supervisor escalated it and they approved the refund and I should see it in my email shortly. Nothing came. So now Im waiting again. Tuesday the 25 has passed and still no email and no refund. I want my refund. It has now been two weeks since car parts received the headlights. Order number ********

  

  Business Response

  Date: 08/04/2023

  
  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 $281.62 on 8/4/23 with Refund Transaction ID#0cee97hk for Part#REPD100181. 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:07/25/2023

  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.

  In late June 2023 I purchased a set of front brake pad kit manufactured from Powerstop (Z26 Kit) as a guaranteed fit by Carparts.com on their site. Had the pads installed on Saturday 07-01-2023 at BrakesXpress in ************* *******. After taking calipers apart it was noted that the caliper pins were too short and could not be used. Neither seller, carparts.com nor manufacturer would assist. Offered to send back the short pins and have them provide replacements and pay for their installation due to their mistake and failure to meet their sites guarantee. Since then, Powerstop has made it clear that seller needs to make the refund and resolution. We simply requested refund for price paid since the kit was 74.** shipped and install to correct the incorrect pins would be ******. It seemed like the best and simple solution. Especially considering that the short pins, if used, could have harmed occupants and even others on road since they could back out and jam the brake system and/or damage wheels and rotors. Carparts.com thought a simple 10 dollar refund was in order and would not assist. Pads are on the car and the original pins were used until this is resolved. Luckily car is garage queen and not being used. We even offer to have carparts.com pay to remove the parts as wanted for inspection. They *********** NOT assist. Case with Powerstop was even provided to help and they continue to spin their wheels.

  

  Business Response

  Date: 08/04/2023

  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 $74.08 on 8/3/23 with PayPal Refund Transaction ID#***************** for your order (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:07/25/2023

  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.

  Paid company for a part part came opened without the but to attach it to the car I do not have time to go looking for a replacement nut when I paid for a part that should have had it I work in a shop alon and I have three other vehicles that I'm working on this was supposed to be done today.

  

  Business Response

  Date: 08/03/2023

  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 $190.74 on 7/**/23 ($6.44) with Refund Transaction ID#a9bz209m, ($88.93) with Refund Transaction ID#******** and on 7/28/23 ($95.37) with Refund Transaction ID#**j2b5wk 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: 08/04/2023

   
  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:07/25/2023

  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 June 16, 2023, I ordered a pair of struts. Later I realized I did not need them and returned them in their original shipping boxes. I had never opened them. The return was delivered by ***** to the warehouse in ***** on July 10, 2023. After a week of waiting for my refund, I called and was told I had to wait 3 more days. Then I engaged in 2 separate on line chats through their website and was told each time I had to wait 3 more days. The second chat was on July 18, 2023. This day, July 25, 2023, I called again and was told the warehouse had moved to ***** and that was causing a delay and I need to wait 3 more days! But my return had already been delivered to ***** on July 10! I am tired of the run around and being told to wait for 3 more days each time I call or chat online. I need my money back now. Someone please help me! Thank you. What follows is the end portion of my last chat:A from ******:We indeed received your return on July 10, 2023, and we have been working diligently to process your refund as quickly as possible. However, I regret to inform you that we are still waiting for approval for your refund request since we are still waiting for confirmation from the warehouse if the part is done with the inspection. I'm really sorry, I understand you need it now, and I already sent a follow up, just give me 2-3 business days.from me:The warehouse has had my returned parts for 7 business days already. This is unacceptable.Just now

  

  Business Response

  Date: 08/03/2023

  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 $159.93 on 7/29/23 ($79.97) with Refund Transaction ID#******** and ($79.96) 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: 08/03/2023

   
  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:07/25/2023

  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 July 13,2023 I ordered an ac condenser part number KVCA3058 I got my package a week or so later, take it to get it installed and they sent me the wrong part its KVCA3592. I called them to see what could be done as my cars torn apart and after being hung up on 3 times and then an almost 2 hour call being placed on hold for very long periods of time I was offered an $8 credit for the inconvenience, no thank you , I was also told it would take ***** business days to get a replacement part authorization and then another 5-7 business days to get the part , I dont have 2 weeks to wait for a part praying it would have been the right one. I just want to return the wrong part that was sent to me since I had to go and buy one that day since it was an error on their end I felt they should pay for return shipping. They said it would be almost $40 to return the part and get the correct one. I didnt receive anything in an email stating any of this or my request for a refund so I called again on the 24th, i was placed on hold again for long periods of time with them telling me they would send me a new part, that they didnt receive the correct documentation to do a refund nor a new part , no one has asked me for any documentation as I would gladly send the information, pictures whatever they may need . I dont need a new part , I just want to send you the wrong part back and get a refund . Returning a product shouldnt be this difficult as a result on an error with them sending the incorrect part, they even say 60 day returns and in the faq it 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. And its definitely an error in their part.

  

  Business Response

  Date: 08/03/2023

  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 $52.62 on 8/1/23 for your order (ID# *********. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:07/24/2023

  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 parts for my dodge charger that were wrong. Me being ignorant on car parts etc it was a mistake but I returned the parts unopened once my dad seen them and said they were the wrong parts. This was over 2 weeks ago and this company keeps giving me the run around about returning my money. They received the parts and done with inspection and I need my money back I still need to purchase parts and get my car fixed. This is really putting me in a bind and when I look at reviews on sitejabber I see they with just dont give people the refunds or give them way less than what was paid which should be illegal. I have been calling them almost everyday the past few weeks still no refund and I just want my money back and I will never do business with them again

  

  Business Response

  Date: 08/02/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a refund of $63.22 on 7/24/23 with PayPal Refund Transaction ID#***************** for your order (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:07/24/2023

  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.

  July 2 /2023 I ordered a MAP Sensor for **** f250 5.0 and have never received this 22dollar part!!! At one point Carparts **************** after being contacted told me they had entered the wrong address! So they reentered my address but no part! I cannot even track this part! I want my money or my part,Just because CarParts is to dam dumb to enter the right address this dont mean they can keep my MONEY!

  

  Business Response

  Date: 08/02/2023

  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 $20.31 on 7/29/23 ($14.97) with Refund Transaction ID#qrwx79gj and on 8/2/23 ($5.34) 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.