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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

    • 493 total complaints in the last 3 years.
    • 174 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: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 both front regulators for my ****** tundra. The regulates arrived on time. I had to have a tech schedule the install as soon as my parts arrived. The new regulaters where slightly different than the **** The tech installed the new regulater on the driver side worked the new passenger side regulater wont raise the window. I contacted carparts.com they took some info from me. Then told me they would not be replacing the part as I didn't get back to them in time. The part was faulty from the install and they will not stand behind the products they sell. Now I have to buy another regulater and pay a tech to install a new one for the second time.

      Business Response

      Date: 08/02/2023

      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."

      Thus, the order was placed 5/8/23 and we only received the complaint last 7/20/23. 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: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.
      Hi there, I bought a car hood from carparts.com on June 10th 2023. The part cost me ****** including shipping. When the hood it arrived it was damaged on the front end, with the hood being dented inward. I called Carparts.com and they said to return the hood, and I would get a new hood. In addition they also said that I would get my money back. I had also received an email from them that I would receive the refund within 2-9 business days of the part being returned The second hood arrived, and that **** was also damaged, with one of the corners being dented inward. I kept that hood due to the damage not being as severe as the first hood, and also to avoid the hassle of shipping a 2nd time, and potentially getting a third damaged hood. The original hood was shipped on July 5th 2023, and returned on July 10th 2023 to Grand Praire *****. After 9 days had passed, and without receiving a refund I contacted Carparts.com on July 23rd 2023. After talking to the **************** representative, and a supervisor both went back on their word, and said that I was only *********** 75 dollars. I find this to be an unacceptable outcome, and demand that carparts.com follow their word, and give me all of my money back. Below is the tracking number for the first hood, and the order number. The order number is the same for both hoods. Hood #1 Order Number CPZ385047097 arrived on June 23rd, and returned on July 5th 2023 Return Tracking Number **** **** **** Hood #2 Order Number CPZ385047097 arrived on June 30th

      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 placed an order with us on 6/11/23 through Order ID#******** and part was confirmed completely delivered. However, we received a complaint from you that item was received damaged. Hence, a replacement order (ID#*********, with no charge, was completely delivered through XPO tracking#*********. Then again, you complained that it has dent but your mechanic was able to fix and install the item. Nonetheless, we have offered you a $75.00 rebate but you declined. Thus, no refund was issued on the original order as a replacement part was sent; while, no refund was issued for the replacement order as it was not returned to us and was already installed. We offered a rebate but it was declined.

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

      Customer Answer

      Date: 08/02/2023

       
      Complaint: 20364260

      I am rejecting this response because: The response that Carparts.com gave me on BBB regarding their return policy, was not mentioned anywhere in any of the emails that they sent to me.  The following emails that I took pictures of show exactly the opposite.

      I consider this to be a fraudulent business practice, and have contacted the ********** of ******** Affairs and the ****  I have taken a screen shot of Carparts.com response here, and will be showing that as additional evidence to the ********** of ******** Affairs.


      Sincerely,

      ***************************

      Business Response

      Date: 08/10/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, our Return Policy is clearly specified at our website (****************************************************). Also, a refund is not due to your account as a replacement was processed and sent to you at no cost; and the replacement that was sent was never returned back to us. We have offered you a rebate even though the part was never returned (as it's already installed), but you declined. 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

       
      Complaint: 20364260

      I am rejecting this response because, I stand by all the evidence that I have submitted.  Unless Carparts gives me a refund, do not bother contacting me again.  That is how this complaint will be settled.  

      Sincerely,

      ***************************

      Business Response

      Date: 08/19/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, a refund is not due to your account as a replacement was processed and sent to you at no cost; and the replacement that was sent was never returned back to us. We have offered you a rebate even though the part was never returned (as it's already installed), but you declined.

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

      Date:07/20/2023

      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 January 27, 2023 I ordered a part from carparts.com for $35.45 Order #:CPZ374987000. I ordered a **** Chevrolet Camaro Z28 (Valance - Front, Driver Side) Part no: REPC017702. They took my money and the product never showed up. I called ************************* lied to me and said the carrier failed to deliver it. So then I called the carrier LSO and they told me carparts.com never gave them anything to deliver (Tracking Number: ZY0BBMBZ). I called car parts back and ask why they would outright lie and the guy said that it was all a mistake and he was immediately sending out a 2 day express delivery. It didn't show up. I called back and a different person said they were going to make it right for me and send a replacement & return my money for all the hassle. I got my money but the part never came. I still want the part. This is the second problem I've had with car parts.com They also did this to me on an order with brake lights months earlier. I am sending pictures of my account and order status. Why would carparts lie about so many things then say let us make this right by giving you your money back & getting you the part and sending a replacement for so much hassle? If the part doesn't show I'm done with car parts.

      Business Response

      Date: 07/29/2023

      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 $36.46 on 2/1/23 ($13.19) with Refund Transaction ID#******** and on 2/7/23 ($23.27) with Refund Transaction ID#hg71nbzk 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. Thus, our record shows no note of a replacement and per our agent, if in case the part got delivered, you may keep it (no need to return) even though a full refund was already issued. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

      Customer Answer

      Date: 08/01/2023

       
      Complaint: 20348670

      I am rejecting this response because: in my phone call. I was told because of the trouble car parts had caused for a second time I was getting the product "complementary" of Car Parts. On my Car Parts page as of 8/1/2023 the product is still an open order with a postage hold waiting for Car Parts to hand the product over. Why would Car Parts do & say the things they do and never ever come through on anything they say? Why?

      Sincerely,

      *************************

      Business Response

      Date: 08/09/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, a full refund of $36.46 was already issued on 2/1/23 ($13.19) with Refund Transaction ID#******** and on 2/7/23 ($23.27) with Refund Transaction ID#hg71nbzk for your order (ID#*********. Thus, no replacement will be issued. 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

       
      Complaint: 20348670

      I am rejecting this response because: I am going to make a ******* video and post the two times I delt with Car Parts and how discouraging it is to deal with car parts. First you guys s**** me on brake lights for a truck and in the end I paid postage twice, was charged two credit card fees and paid an additional amount of money for the second brake light. Then there's this problem with the part I needed for my car never being sent out after being charged, me being told because of my past problems with car parts & now this problem with car parts the part was coming complementary. Just sorry business practices and ethics issues with you people.

      Sincerely,

      *************************

      Business Response

      Date: 08/19/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, upon checking, as for your order way back 2021 for a Tail Light, we have issued a refund for the item that you did not receive including the shipping cost and issued another refund as discount for the re-order of the item. 

      While for this order, a full refund has been issued to your account. Nonetheless, as a sign of goodwill, we are offering you a 10% discount on your next order. We have noted it on your previous Order#********; please request our Sales agent to refer to this order. Kindly 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

       
      Complaint: 20348670

      I am rejecting this response because: the two times I made orders with car parts they made promises to correct the situations with refunds & complimentary treatments after the refunds by sending proper parts for free and never came through with those complimentary actions to keep my business. The complimentary actions were to apologize on top of the refunds. Because of the deception and empty promises I will never do business with car parts again & will make sure (to now) publish publicly the problems I have experienced with car parts.

      Sincerely,

      *************************
    • Initial Complaint

      Date:07/18/2023

      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.
      Purchased a kit from the website which was labelled as a "Guaranteed Fit" after entering my car's VIN number. Upon receipt of the item, they did not fit the car and had to be returned. If a website claims a product is a "Guaranteed Fit," there should be no reason the parts received should not be usable. This is false advertising and this website should not be allowed to claim to provide such a service if it does not work.

      Business Response

      Date: 07/29/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued RMA#RMAM00003156680 along with a Pre-paid Shipping ***** ****** ************) so you can return Part#STPD27110014 to us. However, we haven't received any and 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: 07/31/2023

       
      Complaint: 20339546

      I am rejecting this response because:

      I understand the return policy, which is not the issue I addressed in my complaint. My issue is that your website claims a "guaranteed fit" when the part I received DID NOT fit even after providing my car's VIN.

      Sincerely,

      *******************************

      Business Response

      Date: 08/09/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, we are checking on this and 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:07/17/2023

      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.
      I ordered a part for a car. It was shipped, but never delivered. They are claiming to have an incorrect address, which I talked to them and gave them my Apartment number. I paid $17.92, and I want a Refund, since apparently, it will not be delivered.CPZ385755346. 7/8/2023

      Business Response

      Date: 07/29/2023

      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 $17.92 on 7/24/23 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: 07/31/2023

       
      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:07/17/2023

      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 items from Carparts.com. Due to longer shipping time, i then went to purchase item from AutoZone Locally. I then sent back the package via their return program on 6/26. Confirmation from FEDEX.com shows carparts.com recieved the unopened package containing items on 6/30. I then opened an inquiry with Carparts.com on 7/3 and was informed that i would recieve a confirmation email in 1-3 days and would recieve my refund on july 14. On july 13th i reached out again stating nothing is pending on paypal, also i have yet to recieve a confirmation email. They stated again that i would recieve a confirmation email again in 1-3 business days, and refund on paypal within 5 business days. This has been going on for a month. I have still not recieved a confirmation email. They are stringing me along and now stating they need to inspect the parts with their warehouse. I sent these parts back 3 weeks ago

      Business Response

      Date: 07/29/2023

      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 $30.00 on 7/21/23 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:07/17/2023

      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.
      About a month ago i ordered and was delivered a clutch for my car for $182.00 i was extremely happy with the service i got.alittle while later a got a request for my experience with Carparts in exchange for a$20 credit on future order.they said it would take a few days for the credit.today i needed a part so i called to order it.they have the part but didn't know about any credit so they transferred me to customer service.she couldn't find out anything about the credit so i wasted over a hour on the phone

      Business Response

      Date: 07/29/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, as sign of goodwill, we are offering you a $20.00 discount on your next order. We have noted it on your previous Order#********; please request our Sales agent to refer to this order. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
    • Initial Complaint

      Date:07/14/2023

      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.
      I ordered parts twice , they lost the first set then found them in the mean time i had to reorder. then had to send it back they got the order back 11 days ago and still haven't issued a refund. this is their quote to me My apology that your buying experience with Carparts is less than satisfactory. I appreciate your thoughts, and for bringing all these things to our attention. I already escalated your refund, and I will personally look into this, and make sure to send you an email once the refund is already processed, and released.I regret that things turn out this way. Im a shopper too, and Id feel the same if that happens to me. Believe me, when I say this is definitely not the impression we wanted to instill in our customers. I am aware that this isnt an ideal experience for our customers. Our receiving team is trying its best to navigate this and speed up the process. Although, in your case, I have already made an exemption since you waited long enough for your refund. I made a special arrangement with our accounting. Just give me additional 2-3 business days for it.

      Business Response

      Date: 07/22/2023

      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 $38.15 on 7/22/23 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:07/13/2023

      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.
      Unable to get response for returning a defective part. When I call there number and wait for a representative the message says you are caller #** then 19 then pack to **

      Business Response

      Date: 07/22/2023

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, our record shows that one of our representatives sent you an e-mail inquiring about the issue. Nonetheless, may we please request you to provide us with the following information:

      Part# of the item that you received
      Condition of the part and shipping box upon receipt
      How/why is it defective
      Were you able to use the part for some time or was it defective upon installation?
      Mechanic's Diagnosis

      Please send them at ************************************** with BBB Case #******** as reference. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
    • Initial Complaint

      Date:07/13/2023

      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 received a door handle that I want to return. It is not the right color. I called the 800# and could not reach anyone. I tried to chat with them.I have the have the order number for my part to be able to return it and I see it on NOTHING I received to be able to return it. I spent over $25 for it and I need to return it.

      Business Response

      Date: 07/22/2023

      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 $25.66 on 7/22/23 with Refund Transaction ********** for your order (ID#********* and you need not return to us anymore, you may keep or dispose it. 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.

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