Complaints

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

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• 

  CarParts.com, Inc.

  2050 W 190th St #400 Torrance, CA 90504-6228

  
• 

  US Autoparts Network Inc

  1005 Sherman AVenue Pennsauken, NJ 08110

• 

  US Autoparts Network Inc

  92 Youngs Road Trenton, NJ 08619

• 

  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:07/12/2023

  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 purchased break pads and rotors and returned them. Followed the instructions and shipped back in same boxes. Returned was received on 6/22 according to my fed ex tracking number. It has been almost a month and still no refund. It's bad enough that the company makes me pay to ship back the parts but to not refund me is unacceptable. I have called and spoken with reps and supervisors that can't seem to get my refund processed. I wait 2 business days then call back because I still don't have the promised refund email. I want my full refund as it is not made clear during the purchase process I have to pay for the return only that I can return. I have a list of all the reps and supervisors I have spoken with if needed. Order #CPZ384799976

  

  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 refund of $120.13 on 7/14/23 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:07/10/2023

  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.

  Part as been received and review and now I am told it takes another seven days to get my refund after approval I had problems since the beginning of placing a order i want my money back by Friday before I move forward with this very upset with there delay in refunding me my money back Re: CarParts.com Case # *********: Re: Your Order Has Shipped! #CPZ385074072

  

  Business Response

  Date: 07/22/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, our record shows that only the shipping label for the original order was used and returned. Thus, can you please provide the return tracking# for the replacement part or for both of the original and replacement 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:07/10/2023

  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.

  Date of transaction: May 15, 2023.The amount of money paid: Total paid $268.51 (includes: merchandise, tax, and shipping cost).What the business committed to provide: (1) OE Replacement Alternator (Part No. MPA11553) for a 2015 Dodge Dart SXT 4 Cyl 2.4L.What is the nature of the dispute: Turned out that I didn't need the part and returned item to Carparts.com on May 25, 2023 (unopened). Carparts.com confirmed receipt on May 31, 2023. Stated I would be refunded $255.27 within (7) business days. I have called three times (Jun 17, June 23, and Jul 5, 2023). Each time, the customer service rep says they will report this matter to get resolved. Whether or not the business has tried to resolve the problem: It has been (39) days since carparts.com has received the returned part with no refund sent to me.Account/Order/Tracking Number: Order # - CPZ384383108, Return Request ID - ******************.

  

  Business Response

  Date: 07/22/2023

  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: 07/24/2023

   
  Complaint: 20291385
  
  I am rejecting this response because: This is the same response I have received from CarParts.com (4) previous times and no refund has been returned to me. I talked to a CarParts.com customer service representative on the following days: 6/17/2023 (5:34pm CST), 6/23/2023 (11:32am CST), 6/30/2023 (7:33am CST), and 7/05/2023 (1:11pm CST). Each time the service rep verifies that they have received the auto part from me, but CarParts.com refuses to send my refund.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/02/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, we are still checking this with our warehouse. Rest assured that actions are being taken to resolve this as soon as possible. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20291385
  
  I am rejecting this response because: I once again called CarParts.com on 7/28/2023 (1:51pm CST). After explaining my situation, I was connected to speak with a supervisor. That individual told me that the hold up on my refund was that the part I returned to them was not the "alternator" that was sent to me, but a used "core". First, that is a total falsehood. The original part that was purchased from CarParts.com is the part that was returned. The box was never opened (as the pictures show). Second, wo months after the part being returned, this is the first time that anything regarding a discrepancy with the original part has been stated. From my initial call with CarParts.com on 6/17/2023 regarding my refund, they have stated that the warehouse confirmed the part was received on 5/31/2023. Not once in two months of communications have there been any signs of an issue about the integrity of the part. Finally, the supervisor that I spoke with stated that he would investigate the problem and contact me NLT 8/2/2023, which of course, I haven't received a response.

  It is coming up on three months since I returned the alternator to CarParts.com and for some reason they're refusing to refund my money. I have received the same excuse whenever I called, which is the same excuse that has been submitted to the BBB twice now.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/07/2023

  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.

  This is concerning order CPZ382407090 on 2/26/2023. After arriving damaged, I worked with you to avoid an exchange scenario in the form of a $300 credit. Before I could install them, I got rear-ended and the repair requires a new truck box. So that means I no longer can use the box sides. I chatted with and called customer service since it was over 90 days and was basically told I'm *** out of $1400. I just wanted you to work with me and meet me somewhere in the middle on this. Funny how I worked with you on resolution to save you greater expense but you won't return the favor considering my unusual circumstances. Really bad form!!

  

  Business Response

  Date: 07/15/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, Our Policy states, "We are not responsible for missing, damaged, or incorrect parts after 60 calendar days for all products, regardless of the party at fault. CarParts.com is not responsible for lost or stolen packages and all such claims must be processed through the shipping company." Thus, order was placed 2/26/23 and the request for return was just made this June, 2023--beyond the return policy. Further, a refund of $200.00 was previously issued through PayPal Refund Transaction ID#***************** on 3/4/23. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20289288
  
  I am rejecting this response because:

  Good for you... You obviously know how to stand behind your fine print.   You obviously can't comprehend the point I'm making.  I'm not going to try to explain it, that's obviously pointless.

  Reputable companies (which carparts.com is not one of them) work with their customers in fringe circumstances like mine instead of hiding behind policy.  Don't worry, I'm absolutely certain telling my story to others in the industry, and negative reviews will cost you WAY more than working with me on this would have.

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

  

  Business Response

  Date: 09/30/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, "We are not responsible for missing, damaged, or incorrect parts after 60 calendar days for all products, regardless of the party at fault. CarParts.com is not responsible for lost or stolen packages and all such claims must be processed through the shipping company." Thus, order was placed 2/26/23 and the request for return was just made this June, 2023--beyond the return policy. If only we were contacted within the return period, we could've accepted the parts. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20289288
  
  I am rejecting this response because:

  This response from carparts.com contains no new information and doesn't account for extenuating circumstances in my case that the majority of other domestic companies normally take into account. 

  The scripted response from a 100 percent outsourced support team with no path to escalation is frustrating.  I'd like to speak to somebody that won't give me scripted answers.

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

  

  Business Response

  Date: 10/07/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, as much as we want to accommodate your return request, it is beyond our Return Policy. Kindly 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: 20289288
  
  I am rejecting this response because:

  Once again, a scripted response containing no new information from outsourced customer service.  I understand that this was past the return date.  In my original complaint I explained the extenuating circumstances around my vehicle being in an accident prior to me getting a chance to install the parts.

  Every reputable company will work with a customer in such a situation and provide a partial credit or a store credit.  Instead of the scripted response, please provide me contact information for someone at the corporate office that would have the authority to make such a decision.  That is my ask - you can't tell me there is no path to escalation!

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

• Initial Complaint

  Date:07/07/2023

  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 placed an order for brake rotors and pads for a Kia ********* When I received my order I verified that I got 4 rotors and 4 sets of pads. I went to install them and the parts are incorrect. When I contacted them regarding the issue I was told it was my fault ** I did not verify part numbers and that they would not return the items even though they sent me the wrong ones ** I was passed their return window. I would not need a return if the order was delivered as placed.

  

  Business Response

  Date: 07/15/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, Our Policy states, "We are not responsible for missing, damaged, or incorrect parts after 60 calendar days for all products, regardless of the party at fault. CarParts.com is not responsible for lost or stolen packages and all such claims must be processed through the shipping company." Thus, order was placed 3/22/23 and the request for return was just made this July, 2023--beyond the return period. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:07/06/2023

  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.

  Purchase: Your order # CPZ383073484 has been delivered.Brought to you by ***** on Tue, Mar 28 Cost $400+Item Returned: Fed Ex Delivery Information Status: Signed for by: Service type:Special Handling:Delivered EARTEAGA ***** Ground Package Returns Program Delivered To: Delivery Location:Delivery date:****, **,May 15, 2023 11:29 Multiple attempts for credit per CarParts guarantee to my credit card have been unsuccessful. I have 4-5 emails promising proscessing of the return order.Team CarParts.com Mon, Jul 3, 9:09?AM (3 days ago)to me Hi ******,??Thank you for getting back to us regarding the refund follow up.??We sincerely apologize for the delay with the refund. I have already escalated this matter and requested a follow up. Please allow us 1-2 business days to process this in our end.Your patience and understanding regarding this matter is highly appreciated.Should you have other questions or queries, please don't hesitate to contact us again.Hope this helps!Working with you,**********************Customer Service Representative **********************

  

  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 $462.13 on 3/28/23 ($38.20) with Refund Transaction ID#******** and on 7/22/23 ($423.93) with Refund Transaction ID#epkcaqda 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: 07/25/2023

   
  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:07/06/2023

  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 have returned a part and have been told different things about a refund and when to expect it. I have tracked the package and it was received by the company on June 29 and then its being shipped yet again and was told that the package has not been inspected at all. When I sent return I was required to send pictures of item being returned. One chat that I had with employee stated that I should expect to hear about return on 7/6/2023. I have not heard about any return and did another online chat and now I am being told it will be another 7 days before inspection can be done on the part and then I will hear something back about part

  

  Business Response

  Date: 07/15/2023

  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 $121.04 on 7/13/23 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: 07/17/2023

   
  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:07/03/2023

  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.

  website says next busness day delivery. i pay alot for the next day shipping, more than the item i even am buying. the next busness day i get a email saying the item has been shipped and should arive next day. the next day is here and no item. i check with the shipper and they never even recived the item. you cant clame next day when you order on a thursday and friday you dont even ship the item and printing a shipping lable isnt shipping the item

  

  Business Response

  Date: 07/15/2023

  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 $40.39 on 7/1/23 ($15.05) with PayPal Refund Transaction ID#***************** and on 7/15/23 ($25.34) with PayPal Refund Transaction ID#***************** for your Order (#********), that you need not return, you may keep or dispose it. 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:06/29/2023

  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 purchased a car part and not only do yoo find out that while it may be legal its not morally right to find out its an incomplete part. Want shipped till after delivery date. Fees charged so I did not receive all my money. Product still at facility when I cancel but shipped any which I paid for in turn they charged me again to ship back. I can handle shipping on most own. Once ordered they do what they hoping you will frustrated and give up. I would like my full refund of 96 dollars

  

  Business Response

  Date: 07/07/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a full refund of $96.64 on 7/7/23 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:06/27/2023

  Type:Billing 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 paid the purchase amount in full at time of purchase June 23, 2023, carparts.com then went into my bank account UNAUTHORIZED and charged my account the same amount in increments adding up to the same amount holding the original purchase amount in pending status. No where on carparts.com website is there in writing that as parts are shipped the customer will be charged again. When ,making payment there is a "secure encrypted" logos. Carparts.com saved my banking information which is identity theft and going into my bank account without authorization is FRAUD

  

  Business Response

  Date: 07/22/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that no other charge/s aside from your order was made to your account. Thus, you placed an order for a total authorization amount of $299.78 on 6/23/23 and was captured/charged on 6/23/23 ($40.24 and $33.53) and on 6/24/23 ($114.36 and $111.65) 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."
  
  Again, rest assured that 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.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20246496
  
  I am rejecting this response because: My banking information was not to be used at any other website or location. In turn as to Carparts.com response it was, thus unauthorized use of my banking credentials, causing additional charges made to my bank account.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/02/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, no other charge was made to your account and we did not use any of your information to any other website or location. We only charged you of the total order amount and nothing else. 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." Kindly 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

   
  Complaint: 20246496
  
  I am rejecting this response because: A $300 charge was made to my account and addition charges totaling addition $300 whichc was not authorized totaling $600, as well as I never recieved parts
  
  Sincerely,
  
  ***************************