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Business Profile

New Auto Parts

CarParts.com, Inc.

Headquarters

Complaints

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

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CarParts.com, Inc. has 42 locations, listed below.

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    Customer Complaints Summary

    • 495 total complaints in the last 3 years.
    • 181 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/01/2025

      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 Carparts.com thru their app where i paid for the product as well as almost $20 of shipping and handling. once the product arrived it didnt even have tape on the box to keep it closed nor was there sign any tape was applied. i reached out to the live chat for help on a refund so i could order from another company. Where they asked if i purchased shipping protection in case of lost stolen or damaged items, when in fact that is what the initial SHIPPING AND HANDLING is supposed to insure. When you order a product there is no reason that the product should show up no less than brand new in perfect condition. and when i am told they cant help me because i didnt pay twice for shipping and handling is a scam and fraud on the consumer. This will be followed with a ************************ complaint as well if my product is no refunded, i will never do business with this company ever again, and do not want a discount code for anything, i want my money back for shipping and handling that failed and they want to blame me for it.

      Business Response

      Date: 04/11/2025

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, since the order is not covered by shipping protection, we're unable to process a claim for the part. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

      Customer Answer

      Date: 04/11/2025

       
      Complaint: 23146344

      I am rejecting this response because: I already paid the company car ************************** the shipping fees and should not have to call the entity that they employee as their shipper. I worked in shipping and if we ever had an issue with ***** or *** we called and solved the problem for the customer not throwing our hands up and leaving it up to the customer that is bad business practice and you have been filed with *** as well since you are throwing your hands up to this issue. It left your facility untapped and damaged because of neglect. 

      Sincerely,

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

      Business Response

      Date: 04/26/2025

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, as previously noted, since the order is not covered by shipping protection, we're unable to process a claim for the part. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

      Customer Answer

      Date: 04/28/2025

       
      Complaint: 23146344

      I am rejecting this response because:
      Car ************************** is the owner of the account for the shipping its not up to me to call on your behalf you need to do your due diligence and accept you let the package leave your facility damaged and unpacked.
      Sincerely,

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

      Business Response

      Date: 05/08/2025

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Again, as previously noted, since the order is not covered by shipping protection, we're unable to process a claim for the part. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

      Customer Answer

      Date: 05/08/2025

       
      Complaint: 23146344

      I am rejecting this response because: I will be pursuing other avenues for damages. 

      Sincerely,

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

      Business Response

      Date: 05/17/2025

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Again, as previously noted, since the order is not covered by shipping protection, we're unable to process a claim for the part. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
    • Initial Complaint

      Date:03/28/2025

      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.
      The parts were sent to me defective and some parts I never received. The parts were not only defective but intentionality damaged by the company because they want to save on shipping cost therefore fold the bumper In which this is not visibly stated on their website if at all that this is how the product will be shipped which causes cracks to the bumper. The original payment is no longer active and I advised multiple representatives including supervisors and i was given the option to have the. ****** sent via ******. This has not been the case for the remaining of my refund, in which I was reassured several times by representative that it was sent to my ******. Therefore I have a vehicle that I'm not able to get fixed and I have wasted money and gas and still have not been able to get my car fixed. Having to travel between ******** and *****, I need to still deal with the same outcome. I want the my refund, whether it has to be via.Check or via the ******. I am making this complaint to make sure that it is written or I will be reaching out to a lawyer if this is not resolved within twenty 24 to 48 hours.

      Business Response

      Date: 04/05/2025

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, our record shows that your refund of $230.00 has been issued on 3/27/25 to the account used in placing the order with Refund Transaction ID#********. 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. Hence, for security and fraud prevention, we are required to issue credit to the same payment method. Only when the refund is declined through the original payment method are we allowed to issue credit using an alternative account. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience. 
    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a catalytic converter from this company with a year warranty. The part was defective due to a bad weld. Cannot get anywhere with customer service to get a replacement. **************** stating there is no one that can be contacted directly in the department that would handle the issue. The car in question belongs to a young single mother of a 2 year old boy. This part broke and cracked the manifold. I'm beyond upset that a company like this would not have any contact information to get this taken care of. The corporate office will not answer the phone either for resolution. She cannot drive the car and the company is doing nothing but sending emails. As a mechanic I do not do business through email when it concerns the safety of my client and her son.

      Business Response

      Date: 04/05/2025

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

      Customer Answer

      Date: 04/07/2025

       
      Complaint: 23118883

      I am rejecting this response because: in the original complaint I clearly stated there was no PO number attached to the email received when the part was ordered. Also the ****** email address listed was the email which was used for the purchase. All information was provided. I will not be reaching out to your customer service as they are the problem. It is apparent that this company does not pay attention or care about it's customers. I have replaced the damaged part with my own funds as no action was taken by your company. I will no longer do business with this company nor refer anyone to it.

      Sincerely,

      ***** *****

      Business Response

      Date: 04/26/2025

      We sincerely apologize for the inconvenience, as previously noted, we could not locate the order using the information that you have provided. Thus, so we can check further, you may provide with any of the following: name/address on the order, delivery date or when the order was placed, phone number on the order, etc...) Please let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
    • Initial Complaint

      Date:03/26/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased fuel tank, they looked up for me, and wasn't correct part. Returned immediately, in same packaging via thier shipper. They refuse refund saying improper packing. No claim of damage?? Only difference in return from receipt is no staples in boxing, instead used 3 double rounds of box tape.

      Business Response

      Date: 04/05/2025

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that a Replacement (Order ID#********* has been processed and delivered to you through ***** tracking#************ on 7/31/24 at 5:31 PM at your address in ****************************************************************************************, for the incorrect part that you received through 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:03/25/2025

      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.
      One of the worst horror stories any company has inflicted on me. Large financial loss due to incompetence at CarParts.com Am currently BEGGING Carparts.com to put an end to six months of misery. They have ruined my vehicle restoration project. My complaint is the incompetence and uselessness of 'customer service'. ********************** refuses to own their mistakes.

      Business Response

      Date: 04/05/2025

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

      Date:03/24/2025

      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.
      Ordered part on line on March 6th. **** label created March 7th. Part shipped March 11th. Part still has not arrived. I couldn't wait and bought another Part from a different vendor. I still do not have the Part. No further tracking updates. I contacted CarParts.com and was told that there is nothing they can do. No refund will be issued. They are not willing to follow up with their method of shipping either. I am out the money and the Part it seems. Rude customer service , would not listen and kept talking overhead.

      Business Response

      Date: 04/05/2025

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, since the order is not covered by shipping protection, we're unable to process a claim for the part. Thus, may we advise you to coordinate with **** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

      Customer Answer

      Date: 04/07/2025

       
      Complaint: 23109549

      I am rejecting this response because: i never received the item. I was not offered a choice in shipping. I paid in good faith and the shipper should be responsible for their shipment to the consumer and if a chain is required the it should be made on the behalf of the shipper who chose the method of shipment.

      Stand behind your business and your shipping choices. 

      Sincerely,

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

      Business Response

      Date: 04/18/2025

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, since the order is not covered by shipping protection, we're unable to process a claim for the part. Thus, may we advise you to coordinate with **** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

      Customer Answer

      Date: 04/21/2025

       
      Complaint: 23109549

      I am rejecting this response because:

      Sincerely,

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

      Date:03/24/2025

      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.
      Good afternoon, honor about March 9. I logged onto car ************************** to search for a replacement part for my car would seem to be the exact match turned out not to be. I had to return the product due to mismatch. When a refund was given it was not the same bank account That I provided. I used my local credit union debit card, which it did deduct from, repeat again it did deduct from my regular bank account balance I do not have in my possession nor have I ever had an apple MasterCard with an account number of 2978. Upon trying to call this business, I was greeted by an uneducated uninformed untrained individual who had no answers for me and put me on holdfor an ungodly amount of time trying to get a supervisor which he says a supervisor will call me in two days. This is unsatisfactory and not be allowed. All Im asking for is for my return to be credited to my bank account

      Business Response

      Date: 04/05/2025

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, our record shows that the refund of $31.38 was issued on 3/20/25 to the account used in placing the order, with Refund Transaction iD#********. 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 us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience. 
    • Initial Complaint

      Date:03/21/2025

      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.
      Carparts.com is refusing to let me return the incorrect parts they sent me for refund

      Business Response

      Date: 03/29/2025

      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 30 days of delivery. 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 **************** Team so we can assist you. We are not responsible for missing, damaged, or incorrect parts after 30 calendar days for all products, regardless of the party at fault." Thus, the order was placed 1/24/25 and the request for return was just made 3/14/25--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:03/19/2025

      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.
      Car parts.comm needs to send me return postage barcode. Before truck will pick up the wrong part they sent me. Then reimburse my debit account. Xpo truck came yesterday but wouldn't pick up the part. I didn't have the $150. Return postage car ************************** needs to send me

      Business Response

      Date: 03/29/2025

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

      Date:03/18/2025

      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.
      Carparts.com i orderd a muffler from them it got dilerverd to **********. By fed ex . Fed ex says carparts.com gave them wrong address carparts saying they didn't both will not help me. And I am out of 139 because neither will say they was the guilty party. And will not refund me nor will fed ex pick back up package and deliver to correct address

      Business Response

      Date: 03/29/2025

      Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was delivered through ***** tracking#************ on Tuesday, 3/25/25 at 12:37 PM at your address in ******************************************************************************. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

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