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

  
• 

  Autoparts Warehouse

  2452 W Henrietta Rd Rochester, NY 14623

• 

  US Auto Parts

  1601 Bronxdale Avenue Bronx, NY 10462

• 

  US Autoparts Network Inc

  1005 Sherman AVenue Pennsauken, NJ 08110

• 

  US Autoparts Network Inc

  146 Loomis Ave Trenton, NJ 08610

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:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased guaranteed to fit CV Axles for my car. Upon receiving them they were set to the side until the mechanic could work on the car. 34 days later the mechanic came to work on the car only to find out they were the wrong ones. Carparts.com has either a 90 day or 60 day return policy and will not honor it saying they have to go by A1 Cardone 30 day policy but A1 say I have to go by Carparts policy. I just want the right Axles for my car since they were Guaranteed to fit

  

  Business Response

  Date: 06/02/2023

  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.

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They will not issue my refund keep telling me the same story it's been over a month and a half

  

  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 $236.93 on 6/1/23 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 ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/24/2023

  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.

  On 5/23/2023 I ordered parts in the total of $591.27 , it was debited on my account, on 5/24/2023 car parts.com pulled $81.79, $174.33, $63.39, $39.85, $157.60 for a total of $516.96, called customer service and was told it was because the parts were coming out of different warehouses and those charges would drop off in 3 -5 days. I call my bank and was told that I was billed for the above charges, since it was debt card charges there wasnt anything the bank could do, I feel so ripped off, will never do business with them again

  

  Business Response

  Date: 06/02/2023

  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 $591.27 on 5/23/23 and was captured/charged on 5/23/23 ($39.85+$63.39+$74.31+$174.33+$81.79+$157.60= $591.27) 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."
  
  Hence, 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.

• Initial Complaint

  Date:05/23/2023

  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.

  On the 17th of May I placed an order for EXACT FIT per thier website for front and rear brake pads, rotors, snd drums. According to thier website (pictures aren't always matching per them as well) I ordered sure fit parts for my 2013 ***** cruze. So I placed the order for $265. I called and was told they would fit my car even when I questioned that I had drums for the rear. So I emailed as well for them to check prior to sending. I did all of this on the 17th. I didn't get a response back til the 19th stating that the parts were not correct and that they already shipped. According to them they could intercept for a fee and I wasn't losing more money than I knew I was already going to. So now fast forward. I receive the parts and now have to ship back. Even though I emailed prior to them sending for them not to send until they were checked. So I get a confirmation for a refund. I'm only getting $140 of my $265. They are claiming it isn't thier error even thought I messaged to check prior to them sending. I should be entitled to a full refund so I can get the correct parts. It isn't my fault they purposely delay responding so they can take people's money! Horrible business and I have contacted a lawyer about the issue. He is the one who told me to contact you and send this to him as well.

  

  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 $265.66 on 6/2/23 ($231.83) with Refund Transaction ID#bv3402ft and ($33.83) 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 ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/22/2023

  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 returned parts that cost $189 for a ************* only refunded $122. Parts was never opened & sent back the same day. It also took 8 days to even get my refund. All of this happened after I cancelled the order & two days later shipped the parts & took my money off my card.

  

  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 $182.33 on 5/19/23 ($122.26) with Refund Transaction ID#fxrctdfg and on 6/2/23 ($60.07) 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 ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/19/2023

  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 and parts supposed delivered by ***** who left packages on steps by street. I have a sign two entrances to property to ring doorbell and I will come out and retrieve packages. They leave them and I didnt know they delivered and it said they delivered at 2:15 pm today and I was outside waiting on them because I received emails saying they would deliver 10:00 AM to 2 PM and did not they didnt deliver it at all because I dont have packages. I called customer service and they were useless and then called bank to dispute the charges. They choose ***** and they always leave stuff at wrong address or spot. And can prove it they left stuff at a neighbor house how item was on wrong street totally different area two major roads over from our community. I refuse to use them again and employee was arguing with me saying no refund and no supervisor available to talk to

  

  Business Response

  Date: 05/27/2023

  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 for $168.10 on 5/22/23 ($44.04) through your account with Refund Transaction ID#******** and on 5/25/23 ($124.06) through USAP CK#****** that was sent to your verified address at *************************************************************. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20077712
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** apologizes dont pay the cost that I had to pay because of the poor excuse of customer service and items that I had to have paid at the local automotive supply store. I ordered from them because they were cheaper than the local supply stores but the used a delivery company that doesnt follow customer instructions on gates. Because I have two gates with instructions on what to do with packages and they didnt follow instructions and packages was stolen or something because I dont have them. But had a paid mechanic come Saturday to fix vehicle and it was too late to cancel anything 

  

  Business Response

  Date: 06/02/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, our record shows that you have been issued a full refund for $168.10 on 5/22/23 ($44.04) through your account with Refund Transaction ID#******** and on 5/25/23 ($124.06) through USAP CK#****** that was sent to your verified address at *************************************************************. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20077712
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** this check should have been over night not taken two weeks to get and been such a hassle and pain to get a refund because of not getting the packages. I had to actually get a loan from a lender to get the parts because I had a already paid off a mechanic and expected the parts to be delivered on time mattter fact they told me three times they would be delivered three different times they would be delivered on this day and was not but that is ***** unreliable. It says it was being delivered that day and at end of day waiting around was not and finally said delivery next day and not. So cant depend upon their tracking system and I have a sign saying delivery driver ring doorbell and please place inside gate 

• Initial Complaint

  Date:05/16/2023

  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 bought parts from car parts and i ask for a ****** to return the parts and it was in the 90 days. car parts authorize the return , but never sent me the labels to return the parts. i called them several times. i was told they were going to send the labels and never did. one time i called they told me the system was down and when it come back up they would send me the label. they are intenually not sending labels so they can keep people money. another customer told me that. i think it is unfair that they get away with that after they authorize your return.i called them 4 times. since they authorized my return i feel they should honor the return. i feel it is their fault that i could not get the product to their return location. i have parts i can not use becaise they would not share their address with **** do not want this to happen to any other customer especially people who use the last of their momey to get parts. they would mot want anyone to do this to them.thanking you in advance for hesring me out in the matter.

  

  Business Response

  Date: 05/27/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our Policy states, "We are not responsible for any return freight charges unless the return is due to a manufacturers defect or a direct result of an error on our part." Thus, we have issued you RMA#RMAM00003090096 along with the Return Instruction and sent at your e-mail address, ************************ so you can return the parts to us as you no longer need them anymore, per your return reason. However, we haven't received any so we can't issue you a refund. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/09/2023

  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 3 items from car parts.com on March 9, order number: CPZ382718997. About a week or so later I called and reported the entire order which included 3 items damaged on the outside packaging as well as the products themselves. The rep advised me to discard the items and he processed the refund for the 3 items or so he said. About a week or so later I received a refund but for only one item. Over the last two months I have been jacked around, lied too and misled countless times by numerous different reps saying one thing or another and still haven't received my refund for the other two items. I spoke with another rep today who advised me they would not be able to help me in any way due to the return claim now showing as denied but yet when I check my account it still shows as pending as it has for two months now, and supposedly it's denied now because the return was made after the 30 day return policy, which also is a lie because the specifically stated on their homepage returns are allowed up to 90 days which is irrelevant anyway because my return was done a week after I ordered the items, but it Just goes to show the back and forth c*** that they are giving me. Just complete poorest customer service not to mention The hours and hours and days on hold and having to chase them down to complete a simple return that ive already received a portion of.

  

  Business Response

  Date: 05/20/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that a refund of $49.15 was issued to your account on 3/28/23 with Refund Transaction ID#******** for Part#SW804W. 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 we tried issuing the remaining amount of $110.26 however, we are experiencing difficulties posting your refund; the refund is being declined by the financial institution. Please call ** at ************** to speak to a representative in our ****************************** so we may resolve this issue. You may call ** between 6:00am to 4:00pm Pacific Time, Monday to Friday.
  You may also provide ** with your PayPal account or verify your check mailing name and address, so we can process the refund. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/04/2023

  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 October 29th 2022 I purchased a set of loaded struts withsway bars. The struts came back for a 2010 ****** Cube. I needed struts for a 2010 ****** Rogue. The item was order using information on Carparts so the error was theirs but the refuse to either send the correct parts or give me a refund. At 64 years old I can't afford to pay twice for a part. Order # ********.

  

  Business Response

  Date: 05/12/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, our record shows that we previously issued and sent you on 11/9/22, RMA#RMAM00002915418 with a Shipping ***** ****** ************) along with the Return Instructions so you can return the Shock Absorber and Strut Assembly (Part#s REPN280543 and REPN280544). However, we did not receive any parts from you. Our Policy states, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 90 days of purchase. We are not responsible for missing, damaged, or incorrect parts after 90 calendar days for all products, regardless of the party at fault."
  
  Further, we tried issuing you a refund on 11/11/22 for the Sway Bar Link (Part#REPN286805) for $40.21 that we did not require you to return to ** anymore; however, the refund was declined by the financial institution. We then contacted you several times but the call got disconnected every time and we did not receive a response from the e-mails that we sent. Nonetheless, to resolve this, may we request you to provide ** with a PayPal account or kindly verify your mailing address so we can send the refund (via check or PayPal) for the Sway Bar Link. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:05/03/2023

  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 of a pair of Shock Absorber and Strut Assembly for the price of $168 on Thursday April 27th 2023 I was given the date of delivery of Saturday April 29th 2023. I then received an email saying they would be here the 28th within a couple of hours was sent a second email of delay for Sunday the 30th. Sunday came and went and I received another email of delay for Thursday May 4th. I contacted their customer service via chat on the 30th to cancel my order and refund my money. I was told that they couldnt offer a refund or cancel my order and I would have to wait to eventually receive my items and their return labels, return the product and wait for them to get them and inspect. Once that finally happened I would have to wait **** business days for my financial institution to issue the refund. And for this month long debacle they offered half of the cost of shipping which is a whopping $16. The fact that this company advertises that they have the fastest shipping time is completely false. They attempted to blame it on ***** but offered no other solution to this problem. I cannot afford to just purchase another set and have been without a vehicle for almost a week. And what are the odds that the date has changed yet again and I am forced to wait. This company is completely unprofessional unreliable and definitely guilty of posting severe false advertising. If I could I would return the products and get my money back but I cant afford to. I will NEVER shop this site again and I will NEVER recommend them to anyone!

  

  Business Response

  Date: 05/12/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was confirmed as completely delivered through ***** tracking#s ************ and ************ on Thursday 5/4/2023 at 2:11 pm at your location in *****************************************************************
  
  Nonetheless, we have issued RMA#RMAM00003123795 with Shipping ***** (***** ************) sent at your e-mail address, ************************* along with the Return Instructions if you want to return the parts to **. Refund will then be issued to your account upon our receipt and inspection of the items.
  
  While a refund of $16.37 was previously issued to your account on 5/1/23 with Refund Transaction ID#******** for the full shipping cost. Please 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.