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

  
• 

  CarParts.com

  1301 Avenue T Grand Prairie, TX 75050-1212

  
• 

  Parts Train

  3716 Astoria Blvd Astoria, NY 11103-3657

• 

  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:06/12/2023

  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.

  Hello I purchased some struts for my car, it took long than usual to come in , and after they did , it was the wrong part not for my car, so I called them for the right part, and was told they can not but they can give me a refund, so they sent me a paper to send it back threw email, witch took a couple weeks to get, once I did I printed it out, and now they are telling me it took to long, so there is nothing they can do, no money back , or they can't even send me the write part. I'm disappointed in this wen site, I'm a single disabled parent raising two little girls by myself and we are struggling. Carparts is wrong in doing this to customer's

  

  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.
  
  

• Initial Complaint

  Date:06/12/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered brake rotors and calipers, received the wrong set with guarantee to fit. I ordered another set, yet again I received a set that did not fit! I sent both sets back to the company within my ************************************************** an update after 2 weeks with a confirmation email the company receiving the parts. I have attempted to call multiple times, but have had no success in speaking within anyone!

  

  Business Response

  Date: 06/23/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that for both of your orders:
  
  Order ID#********, full refund for $517.83 was issued to your account on 6/20/23 with Refund Transaction ID#hbrmnvz3.
  
  Order ID#********, refund of $259.38 was issued to your account on 6/17/23 with Refund Transaction ID#***de0xk.
  
  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 ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 06/23/2023

   
  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:06/08/2023

  Type:Customer Service 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.

  BAD customer service

  Customer Answer

  Date: 06/10/2023

  I placed an order contacted them immediately upon my understanding that my address was entered incorrectly via PayPal, contacted PayPal and they said to contact the seller to stop the order. They said they would, I am still getting package notifications that they are being sent to my old address. I have tried to contact the carrier and they will not let me do anything to stop this.

  I have not received a refund, they have not followed through and they are still charging me for services not rendered 

  

  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 $324.16 on 6/21/23 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:06/08/2023

  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 filed for a return and shipped my parts back. Talked to a representative who said my refund would be processed within 7 business days and I still not received my refund after 10 business days. CPZ384581862 is my order number. I am not happy with the service I believe they be more prompt with shipping and returns. I am owed ****** back

  

  Business Response

  Date: 06/14/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a total refund of $90.70 for your order (ID#********* on 5/27/23 ($21.45) with Refund Transaction ID#q9mkcd9j for Part#REPT282106 and on 6/8/23 ($17.05) with Refund Transaction ID#******** for Part#REPL286802, ($33.44) with Refund Transaction ID#******** for Part#REPT282301, ($18.76) with Refund Transaction ID#******** for Part#REPL282101. 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. Our Policy, "We are not responsible for any return freight charges unless the return is due to a manufacturers defect or a direct result of an error on our part." Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bed rail cap on the passenger side for my 2019 Dodge ram bighorn classic crew cab. I got it and it wasnt the right side. I was informed that I had to pay shipping back. I then ordered another one and received a notification that it was delivered with a picture showing that it was not my house. I have no clue where that house is, so I emailed the company and said I would just like a refund because of the hassle of trying to get this one part. It has took over a month and I still havent got what I needed. And they told me that theres nothing that they can do. I just need to file a police report. both times it cost me $97. I had to pay $45 to ship it back the first time and was told I would get a refund for that with a remainder of 50 something dollars I still havent received that. I would like to be refunded for both products.

  

  Business Response

  Date: 06/14/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that:
  
  Order ID#********, refund for $61.15 has been issued to your account on 6/8/23 with Refund Transaction ID#******** for the returned part. Our Policy, "We are not responsible for any return freight charges unless the return is due to a manufacturers defect or a direct result of an error on our part." 
  
  Order ID#********, full refund for a total of $94.91 was issued to your account on 6/7/23 ($91.84) with Refund Transaction ID#******** and on 6/14/23 ($3.07) with Refund Transaction 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 ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 06/14/2023

   
  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:06/05/2023

  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 a part from this company on 5/24/23, when I placed the order it was expected to be delivered on 5/26/23. I knew then when I placed the order and that would be perfect timing however I then realized that the part wouldnt even ship out, after contacting customer service, until 5/29/23. That was way past the time I needed the part. I then contacted the company to cancel the order however they completely disregarded my request and shipped the item anyways. I then noticed that when the item was supposed to be delivered to me it had a return to ******* request so it went back. This company has now had the part since 6/1/23 and I have yet to see a refund. Im to the point that if I dont get a refund in the next 24 hours I will be pursuing legal action as well as action against this company with my bank!

  

  Business Response

  Date: 06/14/2023

  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 $149.15 on 6/6/23 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.

• Initial Complaint

  Date:06/05/2023

  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.

  After several years and many dollars of doing business with this company I will no longer think of this company as a 5 star company. I ordered a part for my truck in February 2023, but due to hospital surgeries I was unable to start the installation until today 6/5/2023. Upon opening the part I saw that the electrical connection is not correct even though the unit was totally Identical. A window regulator motor Guaranteed to fit the FX2 truck. It does fit the FX2 Crew Cab but not the Extended Cab. Though the part has never been installed the Supervisor and Rep said I could not return or exchange the new part for the correct part and no one could override the process only because it was over 60days from purchase. After spending many $100 on other parts I was treated like this for a lousy $60 part not used in any way and only requesting that I be able to exchange the part for the correct one. Never will I use them again and also recommend that none of my friends and family will ever be recommended to use them as well. Until now I thought they were my go to parts place. No Longer The Case. Use at your own risk.

  

  Business Response

  Date: 06/14/2023

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

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 26, I ordered two wheel hub assemblies from carparts.com the package did arrive at my home on March 29, 2023 around 3 PM. delivery driver knocked on the door and walked away I opened door picked up package handed it to my husband. He then looked at it and said the tape had been taken off and put back on because it wasnt sticking all the way, we wasnt going to open it right away due to our family member dying so thats the reason it took as long as it did to file the complaint because we were dealing with a death in the family planning for a funeral. there was only one wheel hub assembly in the package and It wasnt even wrapped it was just sitting in the box. Mind you I got the box off the porch as soon as the driver was walking to his vehicle to leave. So on May 29th I realized I forgot to file a complaint with the missing wheel hub assembly. My husband reminded me so I went online and filed a complaint using their live chat like they recommend. so I went to the website on May 29th, 2023 and told them that I did not receive the second wheel hub assembly in the package. I have screenshots to where I sent the message. I also read their return policy or refund policy whatever you wanna call it but the woman emailed me the next day on Tuesday, May 30, 2023 and told me that they needed more information so I emailed them back and gave them the information they needed And she told me it would be 1 to 2 days before my refund was processed so I waited and I did not receive that refund so I messaged them again once I did that I got an email back telling me that my refund was declined. The lady told me that , it has been over 30 days so I was not eligible which is wrong. Their policy states you got 60 days after you get your package. I sent my email to them informing them. My hub was missing on the 60th day not after May 30 would have been over 60 days so I should be in titled refund. I just want my money back in my card for the item I did not get

  

  Business Response

  Date: 06/14/2023

  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 $46.98 on 6/8/23 with Refund Transaction ID#******** for the part that you did not receive. 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.

• Initial Complaint

  Date:05/31/2023

  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 brake parts which, when they arrived in 2 separate boxes, did not fit the vehicle I selected online. I requested to return the parts and was sent 2 separate return labels, so I returned the parts in separate boxes on 5/15. The first part was received back by the company on 5/17, and the second was received on 5/18. The cheaper part that was received on 5/18 was refunded within a few days in the amount of $47.02. When it had been six days and I had still not heard anything about the remaining refund for the part that was received first, in the amount of $214.70, I contacted Carparts.com starting on 5/23 (which I have in writing) and they confirmed receipt of both parts on the above dates, and that my remaining refund would be issued within 7 business days of the part being received (mind you, we were on business day 5 at this point). I purchased the parts in installments and had already paid 2 of the 4 payments when they received the parts, and being that my next payment was not due until today, 5/31, I figured there was no way they would delay my refund long enough for me to owe another installment, but here we are, two weeks later, and I am paying another installment today to avoid a late fee, for parts that I no longer have. The installment provider Zip confirmed yesterday that Carparts.com has made no notification to them for my remaining refund of $214.70 and that I must continue making payments until they do so, so I am stuck. I have several emails back and forth with Carparts.com, as well as phone calls I have made over the last week and a half, telling them I cannot afford to continue making payments on parts that have been in their possession for 14 days now, especially considering I had to go out and buy parts that do fit and have now essentially had to buy them twice. I need my refund- there is no logical reason that the cheaper part that arrived second was refunded within days, and this one is taking weeks.

  

  Business Response

  Date: 06/02/2023

  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 $261.72 on 5/23/23 ($47.02) and on 5/31/23 ($214.70) for your order (ID#*********. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/30/2023

  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 the beginning of April, I had ordered a compressor from Carparts.com. The frst part of my order came in on April 5th. The second part of my order did not come in until April 10th (Order#CPZ379487587). Upon inspection of the order and parts, everything was good except for the compressor. It was the wrong part-type for the size of my engine. I then got back on the phone with carparts.com customer service. I explained the situation and customer service suggested to get a refund for the incorrect part and to order the correct part for my car. I was given an RMA ID ************ for the return part on April 15th. The refund is for $245.93. I have since returned the incorrect compressor and received the correct part for my car. I am still waiting for my refund. I have called customer service on the status of my refund on May 18th. This was well over the grace ****** since the return of the product and their customer service policy. The customer service representative told me that the refund is processing and I should have it by next week sometime. Well, a week went by and nothing. So, I called the customer service number on May 27th and again the refund will be processed by next week. At this point, I do not see any movement at all and no further communication on the status of my refund. I have been more than patient and cannot understand what is the hang-up? There should be no reason at all. I have done everything from my side, but I do not see any action from Carparts.com on my refund. My concern, is this company legitimate or not? At this point BBB, "I NEED HELP WITH MY REFUND OF $245.93".Thank you.

  

  Business Response

  Date: 06/02/2023

  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 $245.93 on 5/29/23 with Refund Transaction ID#******** for your returned Part#GPD6512424 (A/C Compressor). 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 ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.