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

Customer Complaints Summary

495 total complaints in the last 3 years.
180 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.

Initial Complaint
Date:03/24/2023
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 decided to pull the trigger on a new exhaust system for my car that I just bought. Went over to carparts.com and bought it for around $2,000 + tax. When it arrived it said it would not fit my car according to the directions on the paperwork. I was pretty bummed and decided to return the product. Carparts sent me a label and I dropped it off. Their return policy stated it would take about a week from the time the shipping provider ******* scanned the item. I waited and the tracking showed delivered. I contacted and they stated they did in fact receive my items and they would process the refund after they got the credits too. After another week of no refund I contacted again and they said the same thing. After an entire month they tell me that they denied my return because their warehouse did NOT receive my item, when clearly the tracking number shows delivered! I was upset and called and chatted for a manager and they said they were sorry but nothing they would do about it. I would like my refund!! Carparts could be a scam!!!My order number: CPZ382192312 My return tracking number that they provided: ************ I attached screenshots of conversations with reps that say they got my items.
Business Response
Date: 04/08/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, our warehouse confirmed that we did not receive the part, hence no refund is due. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 04/10/2023
Complaint: 19705867

I am rejecting this response because: The return label that they gave me comes with a tracking number. The return tracking number (************ ) CLEARLY shows delivered to them and was signed by them.

Sincerely,

***************************
Business Response
Date: 04/20/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, our warehouse confirmed that we did not receive the part.

Thus, further checking shows that the returned weight (0.6lbs) doesn't match the original weight (****lbs) of the part. Indeed, it shows as delivered on the tracking# but the return shipments are sent to us in bulks or as a whole trailer; we tried looking for your part using the PO/RMA number as reference but we do not have the package at our warehouse. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
Date:03/21/2023
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 03/10/2023 I placed an order for 256.36$ . Order number CPZ382744711. It was for a 2 wheel set of brembo brake rotors . I was a little concerned about it being just 1 so I contacted carparts.com through their chat and spoke to ****** . ****** informs me that i am correct it is a 2 wheel set and I should be receiving 2 rotors in this order . When package gets to me I only receive 1 rotor . I call carparts and they said theyll send me a replacement. After waiting about a week and no confirmation I call again and they inform me they made a mistake . The add on their page should have said sold individually instead of 2 wheel set is what they told me was their mistake . when I purchase it said sold as 2 wheel set . I just want what I paid for which is a 2 wheel set of rotors not 1 rotor . I will include pictures of carparts.com employee explaining to me that it is a 2 wheel set which means its 2 rotors in the set .
Business Response
Date: 03/30/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, it has been confirmed that the item you ordered is being sold individually and not as a set. We apologize for the confusion and mistake. Thus, we have issued you an RMA#*********NEW along with a Pre-paid Shipping Label (************) so you can return the part to us for a full refund. The return is currently IN TRANSIT back to us, we'll refund your order upon our receipt and inspection of the item. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
Date:03/20/2023
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.
This is an ongoing problem with carparts.com, im not sure which exact location because I only deal on the phone with them. But I've placed at least 4 orders and have had an issue getting them everyrtime!! They use LSO as delivery and that company is horrible, they never deliver my parts, one ND I mean 1 time they did but they left items in the very front wherw they were told NOT to! But I recently on Feb. 28 placed an order I have not gotten all the order. 4 of the 8 items showed up Friday but the bag was all ripped and the boxes inside were all dented, these are ignition could so at this point I don't even know if they are still good since they only sent 4 of the 6!! The 2 sensors I order Feb 28 were sent back to crparts then resent ans due Thursday the 16th but again never showed!!! Can't speak to an actual manager because they arw tok busy, sit on hold for 25 minutes now and noone picked up, still on hold!!! I'm discusted and want a full refund for everyrhing I have ever ordered which is a small amount compared to the **** dollars I've lost because I l9st customers over not receiving parts!! Oh and let's add the rep I was just speaking with tried to tell me they have NO CONTROL over there delivery company even though they have a contract... I. So discusted and need to speak to someone from cooperate not customer service I'm done with excuses!! Have someone call me so i can tell them everyrhing I've delt with over the last year
Business Response
Date: 03/29/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that a refund for $46.02 has been issued to your account on 3/29/23 with Refund Transaction ID#******** for the Camshaft Sensors (REPB311608 and REPB311607) that you did not receive.

While the replacement for the Ignition Coil (REPB504605, 4pcs) was confirmed as completely delivered through ***** tracking#************ on Friday 3/17/2023 at 10:04 am at your location in ********************************************************************************** signed by *************. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 04/03/2023

Complaint: 19623691

I am rejecting this response because: Ok I do not agree with the resolution because I did not make that arrangement with the rep on the phone, I told the rep I wanted my 6 ignition coils and 2 sensors overnighter to me because I placed my order Feb 22. I told the rep I had to have parts, this company has cost me ****** because I've had this vehicle sold twice but since I could t get parts I lost the sale. I own an automotive shop and I cannot afford these types of losses over not getting parts!!! I do not want anything sent through LSO again because I'm not getting my parts!! I need the sensors no later then wednsday! I am extremely frustrated and being this is not the dirst time I've had this problem it makes me even madder because you all have not addressed this problem at all.... I need someone from cooperate at carparts to call me, not email..... I'm beyond discusted at this point!

Sincerely,

**********************
Business Response
Date: 04/08/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, refund for $46.02 has already been issued to your account on 3/29/23 with Refund Transaction ID#******** for the Camshaft Sensors (REPB311608 and REPB311607). Thus, you may reorder the item.

While the replacement for the Ignition Coil (REPB504605, 4pcs) was confirmed as completely delivered through ***** tracking#************ on Monday 4/3/2023 at 11:20 am at your location in ********************************************************************************** signed by *************. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 04/11/2023

Complaint: 19623691

I am rejecting this response because:

Sincerely,

**********************
Customer Answer
Date: 04/11/2023

Complaint: 19623691

I am rejecting this response because: I tried to send a response it wouldn't let me again.... I am not accepting there refund I did not request one I need the parts still!!! I still cannot finish this vehicle because I have no parts!! The only resolution is sending my parts I did not approve a refund!

I did not request a refund I need the dam parts this is crappy customer service, I tell you I need the ********************** not a refund and because of all the c*** you should have sent my sensors out like I've requested since Feb 22!!! I did not ask for a refund and I should have had my parts !!! The only acceptable resolution is you overnighter the parts I need it's not my fault you refunded me without me asking I want my 2 sensors and that's it !!!!! I will make a huge fuss over this because you hurt my buisness!!! Get me the parts or I will go even further in my complaint!

Sincerely,

**********************
Business Response
Date: 04/21/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, as previously noted, refund for $46.02 has already been issued to your account on 3/29/23 with Refund Transaction ID#******** for the Camshaft Sensors (REPB311608 and REPB311607). You may re-order the part through our website or if you want, we can have one of our sales associate contact you and assist in placing the order. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
Date:03/11/2023
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 ordered car parts on Thursday of last week. When checking out I was prompted and asked if I wanted to expedite shipping so I paid for expedited shipping. I get a ***** email stating that my package would be here on March 11. Coming to find out they dont do weekend shipping from the car parts site I guess according to them they stop on Fridays. I am requesting for my refund for the expedited shipping and shipping cost sense for one and a false advertised it to ripped me off of shipping money and theyre not even sending it to me on the right day, I didnt pay for one day shipping for it not to get to me in one day I am requesting for yall to figure out something with it because from previous reviews Ive seen that they are pain to deal with and I cant seem to get them on the phone ever Ive called three times and havent been able to get one person on the line. It always says theyre closed.
Business Response
Date: 03/23/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a refund of $10.00 on 3/14/23 with Refund Transaction ID#******** for the shipping cost.

While the parts were confirmed as completely delivered through ***** tracking#************ on 3/14/2023 at 1:35 pm and ************ on 3/11/2023 at 9:24 am at your location in ********************************************. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
Date:03/07/2023
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 November, I order a **** ****** Outback compressor; however, do to an illness, I was not able to have it installed. When I went to my Mechanic on February on February 9, 2023, he informed me that the compressor didn't fit my car. On that same day I wrote an e-mail to Carparts.com, *** explaining what had transpired. The receipt date is 11/03/2022 and at the 90 day return policy it expired on February 3, 2023. My request was for them to understand the circumstances; however, they only offer me on email. $30 and on another they offer me $50. The cost is $178.49, $16 for shipping $11.16 for taxes. I just don't think that giving back $30 or $50 is fair when the total is $205.94 While I would like to get all my money back, I Understand the situation; however, I don't believe that they were willing to work with me. As you can see it was only a few days after the 90 day return policy ended and their was a circumstance of my illness.. First they mailed me the wrong item and I don't know what to do with the compressor. I a retired woman on limited income
Business Response
Date: 03/23/2023
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 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."

Nonetheless, we have offered you a discount. Please let ** know if you accept it so we can process it on your account. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 03/24/2023

Complaint: 19552086

I am rejecting this response because
I don't see what the discount is and second I would prefer at least 50% money back because I don't have any intentions of buying from them ever again because, I don't think that they are being fair.
They are fully aware that they send me the wrong part and as stated before the reasons for the delay in returning it. (What's the difference between 2/3- 211) 8 days.

Sincerely,

*****************************
Business Response
Date: 04/29/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, 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." Thus, if we were only informed within the return period, we could've accepted the return of the part.

As for the discount, our record shows that one of our agents offered you a $50.00 discount prior. Please let ** know if you accept it so we can process it on your account. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 05/02/2023

Complaint: 19552086

I am rejecting this response because, I end-up being the looser what is a 67 year old woman with a compressor. if they take it back they can resell it. It's not fair what this company is doing, their offer is an insult to my intelligence. I may be old but not stupid. As I said before, the item was only a few days off the 90 days and there was a legitimately reason for the delay, second they sent the wrong Compressor, even if I wanted to sell it, I couldn't because, I don't what type of car it would fit.
To BBB, please intervene in this issue, as this company is being very unreasonable.

Sincerely,

*****************************
Business Response
Date: 05/12/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Again, 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."

While we only delivered to you what you have ordered. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 05/12/2023

Complaint: 19552086

I am rejecting this response because Carpasts.com refuses to accept the responsibility that they send me the wrong item. I am requesting that BBB helps me to resolve this issue.

Sincerely,

*****************************
Initial Complaint
Date:03/07/2023
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 the wrong part and put in a return and refund request. The email I received said 1-3 business days after the part is received by the warehouse. They received my return on 02/28 and keep telling me to just keep waiting on refund.
Business Response
Date: 03/23/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a refund of $72.51 on 3/7/23 with PayPal Refund Transaction ID#***************** for your returned 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:03/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
THIS COMPANY REFUSES TO REMOVE MY PERSONAL CUSTOMER INFORMATION AND EMAIL FROM THEIR DATA BASE AND I RECIEVE AN OUTRAGEOUS AMOUNT OF SPAM, REVIEW, ETC EMAIL FROM THEM EVEN AFTER MAKING NUMEROUS ATTEMPTS TO UNSUBSCRIBE INCLUDING PHONE AND DIRECT EMAIL REQUESTS TO CUSTOMER SERVICE MGR. AS WELL THEY HAVE MODERATED AND REMOVED ANY NEGATIVE REVIEWS THAT MYSELF OR ANYONE ELSE HAS MADE AFTER GETTING SO FED UP WITH THE EMAILS I FINALLY MADE A 'BUYER BEWARE' REVIEW.PLEASE MAKE THEM STOP HARRASSING ME AND CLOGGING UP MY EMAIL ADDRESS
Business Response
Date: 03/23/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, our record shows that you have been unsubscribed from us and you will not be receiving any more promotional e-mails from us. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 03/23/2023

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:03/06/2023
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 car part from their site. The part was guaranteed to fit my car, but didn't. I put everything in the box as requested. They received the part on the 15th of February. It is now 6MAR. I have called 3 times and each time I am told that I will receive my funds within 24 hours. I have yet to get my money back.
Business Response
Date: 03/23/2023
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 $296.29 on 3/6/23 with Refund Transaction ID#gqgxftch for your Order (#********). 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:03/04/2023
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 march 4 2023 at 1 am in the morning while i was asleep car parts.com randomly charged me $107.46,I have contacted them but i have had no response whats so ever not even a email from them of what the random charge was for,only email i recieved was that my bank account has low funds.I seek for a refund quick.
Business Response
Date: 03/23/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you placed an order with us for a total authorization amount of $234.43 on 3/2/23 and was captured/charged on 3/3/23 ($126.97 + $107.46). Per the Order Confirmation Mail that we sent you, "For Credit Card Payments: 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."

Thus, no other charge has been made to your account and we only delivered/charged what was ordered.

The parts were then confirmed as delivered through ***** tracking# ************ (Part# TS58275) on 3/8/2023 at 1:04 pm and ************ (Part#AC51931) on 3/6/2023 at 11:01 am at your location in *****************************************************************************************************. Kindly let ** know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
Date:03/03/2023
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.
On February 14th I placed an order for 3 car parts. 2 fog lights and a brake kit that included pads and rotors. I did not need the brakes and 1 fog light anymore. I requested a return label. I sent them the items back. They only refunded me for the fog light not the brakes. The brakes cost $223.00 before tax. I chatted with them in regards to my refund for the brakes and they asked me to provide ***** drop off receipt. I sent the receipt and they still have not sent my refund. They did receive the items back.
Business Response
Date: 03/23/2023
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a total refund of $250.50 on 2/28/23 ($27.83) with PayPal Refund Transaction ID#***************** for Part#REPH107543 (Fog Light) and on 3/3/23 ($222.67) with PayPal Refund Transaction ID#***************** for Part#P15K5377 (Brake Disc and Pad Kit) that were returned. Please check with PayPal and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer Answer
Date: 03/23/2023

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,

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

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CarParts.com, Inc. is BBB Accredited.