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

  
• 

  CarParts.com

  1301 Avenue T Grand Prairie, TX 75050-1212

  
• 

  Carparts.com, Inc.

  67 Whitson Street Hempstead, NY 11550-5420

• 

  US Autoparts Network Inc

  146 Loomis Ave Trenton, NJ 08610

• 

  CarParts.com, Inc.

  10691 Reading Road Cincinnati, OH 45241

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:06/27/2023

  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 or about the first part of the year I bought a booster / master cylinder for my **** Jeep . On the **** site stated guarantees to fit. Have contacted carParts *** to get fittings so I could finish installation. Have gone back and forth on communications with no resolution. Last communication from CarParts *** stated that I could not send part back due to policy on returns. Communicated back to them that I was not looking to return part but for them to get the fittings so I can finish installation, thus making goo on their guarantee. $400 cost

  

  Business Response

  Date: 07/07/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that our agents provided you with the fittings of the item that you received. Further, any replacement or return request must be done within 60 days upon receipt of ordered part. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20243890
  
  I am rejecting this response because:
  I have not received any fittings to finish installation. I have never requested a refund for part. I have requested that proper fittings be sent to me so I can enjoy my Jeep.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/30/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. To have the proper fittings for your vehicle, please consult your vehicle's manufacturer specifications, owner's manual, or contact a ****************** professional to confirm the required sizes for your particular make and model. 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: 20243890
  
  I am rejecting this response because:
  I have contacted Crown Automotive and Car Parts *** and their tech support tell me they do not have no fittings available so I can finish installation. I have gone to every automotive part store in my area with same result.  
  S***erely,
  
  *************************

  

  Business Response

  Date: 10/07/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, to have the proper fittings for your vehicle, please consult your vehicle's manufacturer specifications, owner's manual, or contact a ****************** professional to confirm the required sizes for your particular make and model. 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: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.

  A product for my vehicle was order and the part was installed by a mechanic. After the install of the product the product was faulty. I contacted the company and after speaking to the parts department the part was not a part for my vehicle after the website says it was for my vehicle. The product is now not available on the site anymore and ******* checked the other product on their site and even the one that states its for my vehicle on their site will not work. This is false advertisement and the labor cost should be paid from this company. Because *** paid for the labor and now I need to take the product out and install a different one and pay the labor again. The order number is CPZ385135219. The product is for a front car fan.

  

  Business Response

  Date: 07/07/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, Our Policy states, "CARPARTS.COM, INC. DOES NOT ASSUME, AND HEREBY DISCLAIMS ANY RESPONSIBILITY OR LIABILITY TO REIMBURSE YOU FOR LABOR EXPENSES, MECHANIC FEES, TOWING EXPENSES, ADDITIONAL REPAIR EXPENSES, RENTAL CAR EXPENSES, OR ANY OTHER INCIDENTAL COSTS OR EXPENSES WHICH YOU MAY INCUR AS A RESULT OF THE USE OR INSTALLATION OF PARTS SUPPLIED BY OR ON BEHALF OF CARPARTS.COM, INC., REGARDLESS OF WHETHER SUCH PARTS ARE DEFECTIVE OR WERE SHIPPED IN ERROR." Nonetheless, the item is now IN TRANSIT back to us through ***** shipping label (************) and refund will be issued to your account upon receipt and inspection. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20242973
  
  I am rejecting this response because:
  This was neither a defective part or sending out a wrong part. This was for a part that you guys listed on your site to fit my vehicle and upon checking with your car parts specialist that item does not fit my vehicle and will not fit any other M3 or M4 vehicle at all this is why Im requesting the money back for the labor. The part that was listed online is false advertisement., If the part would've not been listed to fit my vehicle, I would've never ordered it and had it installed thinking that it was for my car. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/15/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, as previously noted, Our Policy states, "CARPARTS.COM, INC. DOES NOT ASSUME, AND HEREBY DISCLAIMS ANY RESPONSIBILITY OR LIABILITY TO REIMBURSE YOU FOR LABOR EXPENSES, MECHANIC FEES, TOWING EXPENSES, ADDITIONAL REPAIR EXPENSES, RENTAL CAR EXPENSES, OR ANY OTHER INCIDENTAL COSTS OR EXPENSES WHICH YOU MAY INCUR AS A RESULT OF THE USE OR INSTALLATION OF PARTS SUPPLIED BY OR ON BEHALF OF CARPARTS.COM, INC., REGARDLESS OF WHETHER SUCH PARTS ARE DEFECTIVE OR WERE SHIPPED IN ERROR."
  
  Nonetheless, a full refund for $331.55 has been issued to your account on 6/22/********** with PayPal Refund Transaction ID#***************** and on 7/15/23 ($302.26) with PayPal 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:06/23/2023

  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.

  Car parts is an online company that sells parts for vehicles there was parts ordered on June 14th I was told the part that I needed wasn't in stock.. then on June 19th I called to order the same part in which was in stock at the time I paid for it with my prepaid debit card not realizing the original order on the 14th was still pending so I have been charged twice for the same item after reviewing this and calling my bank I notified car parts and explain to them what had happened they said it would take 5 to 7 business days to reimburse me for the second charge my card is still pending negative they do not have the right to hold my card hostage 5 to 7 days is a long time to hold someone's account hostage for something they already paid for.. please help me Thank you in advance ******

  

  Business Response

  Date: 07/01/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows:
  
  Order ID#********, refund for a total of $61.02 was issued to your account on 6/20/23 ($15.24) with Refund Transaction ID#******** for Part#REPN311810 and on 6/26/23 ($45.78) with Refund Transaction ID#******** for Part# SIAX46. While Part#REPN960915 was confirmed as completely delivered through *** tracking#************************** on Monday, June 19 at 11:57 A.M.
  
  Order ID#********, refund for $17.56 issued to your account on 6/27/23 with Refund Transaction ID#******** for Part#REPN311602. While Part#SIAX46 was confirmed delivered through ***** tracking# ************ on Tuesday 6/20/2023 at 2:40 pm.
  
  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:06/21/2023

  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 on May 26 2023, I received the part on May 31 2023, I opened the box as soon as the delivery guy put it in my hand , upon looking at the part i noticed it was damaged . I called carparts.com and they sent me a pre paid shipping label to return the part. I returned the part to them and they explained that it needed to be inspected and then I would receive my refund. They received the part back on June 8th 2023 , there policy states that it had 7 days to inspect and issue refund . After countless times on calling and getting nothing and pushed off they have yet to date issue me a refund . I am seeking a refund and to file a complaint and lawsuit against them for unacceptable business.

  

  Business Response

  Date: 07/01/2023

  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 $288.56 on 6/21/23 with Refund Transaction ID#******** for your order (ID# *********. Kindly check with your bank/credit card company and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:06/20/2023

  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 Wednesday, June 14, 2023, I purchased a 6-pack of ignition coils and protection plan through Carparts.com. The total was $208.97 and the product was scheduled to arrive on Saturday, June 17. By Friday, June 16, I decided to contact the company because I had not received email confirmation with the tracking number for the shipment. At that time, I learned that the order was pending due to "card declined;" however, I bank account showed the money was withdrawn on Thursday, June 15. The representative told me there was a pricing issue and the difference of approximately $110 was not authorized thus the order was pending to obtain the difference. It should be noted, if the site incorrectly charged me that's not a customers problem and they were not authorize to charge me the difference. Once that was worked out, they indicated the product would be shipped that date and should arrive by Monday, June 19 (two days after the original date). However, I received an email that there were delays at the warehouse and the product would be shipped at a later date. I then called and requested the order be cancelled and a refund be issued, which should not have been an issue considering the product remained at the warehouse. However, the representative indicated he would submit my request for cancelation and refund. It's not Tuesday, June 20 (4 days after expected delivery) and the product is still showing "awaiting carrier pickup" yet no cancelation nor refund has been processed. I've requested cancelation/refund on Sunday, Monday, and again on Tuesday, June 20, 2023. They indicated upon delivery I can return the product with shipping to be paid at my cost. This company is a scam! That's unacceptable, I requested cancelation/refund prior to the product leaving the warehouse.

  

  Business Response

  Date: 07/01/2023

  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 $208.97 on 6/29/23 ($187.98) with PayPal Refund Transaction ID#3BY14379UF260381L and on 7/1/23 ($20.99) 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:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered rotors and pad kit on 5-14-2023 using you website look up and was sent or directed to the wrong part. Any how they couldnt send us just the property rotors because it was a package I guess. So when I talked to the cs it took her over an hour to find the right part and figure out why these rotors didnt fit. I explained to her that the old pads can not be put back on at this point the cars rear breaks are torn apart. She said just use the new pad and when I send the correct parts send all the other stuff back. Which I did. But the day she order the correct parts I had to pay in full again. So you guys have both orders money and I havent been refunded. Order number CPZ384359277 should have already be refunded I have spoke with cs 4 times a s they just say it hadnt been checked and processed yet. Well this nuts. You cant hold people money like this u have the parts back refund me my money. It my money time and aggravation. This is the first time I have ordered and it maybe my last at this rate. I will use a company that works in a timely matter and doesnt keep people money when they shouldnt . Here are your words. REFUND Refunds for standard returns normally process and credit within 2-3 business days of the warehouse receiving your part. Once the return has been approved and processed, the refund will be credited to the payment method you used to buy the merchandise. It been way longer than that. My refund should be ****** after u deduct for shipping I already paid for.

  

  Business Response

  Date: 07/01/2023

  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 $177.71 on 6/19/23 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:06/15/2023

  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 ordered a front bumper cover for my car not only did they send the wrong part it was also scratched up and they are making me to pay the shipping back to them which is about $65 which should be on them because they sent the wrong one and was damaged seeing I am forced to pay for shipping back I should get the shipping cost in my refund which I payed originally

  

  Business Response

  Date: 06/23/2023

  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 $338.18 on 6/23/23 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. Thus, we have issued you a Pre-paid Shipping Label/Call Tag so you did not incur any return cost. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
  
  

• Initial Complaint

  Date:06/14/2023

  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.

  Carparts.com is bombarding us with text spam messages. We never signed up for these texts. Curious where Carparts got our new cell number - the dark web? Despite efforts by ********* Carparts continues to spam/scam us with texts. These texts must cease and desist. A screen shot of my effected cell number is in the attachment plus a screen shot of the texts.

  

  Business Response

  Date: 06/23/2023

  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.

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20184487
  
  I am rejecting this response because: I never placed an order with car parts I also never provided them with *************** unlisted cell phone number. And yet they are spamming me with text messages. This is not a complaint about to order this is about car parts spamming me with text messages to an unlisted cell phone number that is registered with the do not call registry. Response is rejected not acceptable. Car parts must provide me with their source of my unlisted phone number and cease-and-desist in these text messages otherwise I cannot except any other responses from them.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/01/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, we don't have in any of our records your contact information. Nonetheless, we will have this re-checked. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
  
  

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20184487
  
  I am rejecting this response because: company has taken no action to stop the text spam. I provided car parts with screen shots of the messages clearly directing me to the car parts website. Very disappointed. There appears to have been absolutely no management escalation of this issue just canned responses. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/13/2023

  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.

  Bought a set of mirrors that did not work. Was sent another pair and they came in a damaged box that I have pictures of. Sent them back and I did get a refund. I had to pay ***** $20 for boxes to ship then back to carparts.com. was told in store while on phone that I would be reimbursed for this by showing a receipt. Now I am told that they will not refund the new boxes I was forced to by because original package was damaged. I'm not talking about a dent or torn I'm talking flat out bound in duct tape. This is ridiculous.

  

  Business Response

  Date: 06/23/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued an additional refund of $20.64 on 6/23/23 with Refund Transaction ID#******** for the return shipping box. 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.
  
  While a prior refund of $106.19 was issued to your account on 6/18/23 ($90.75) with Refund Transaction ID#******** and on 6/22/23 ($15.44) with Refund Transaction ID#******** for the returned Part#FD149ER-S. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:06/12/2023

  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 cpz385022740 from carparts.com False advertising on sight about delivery time to collect additional money.

  

  Business Response

  Date: 06/23/2023

  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 $75.84 on 6/23/23 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. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.