Complaints

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

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• 

  CarParts.com, Inc.

  2050 W 190th St #400 Torrance, CA 90504-6228

  
• 

  CarParts.com

  1301 Avenue T Grand Prairie, TX 75050-1212

  
• 

  US Auto Parts

  1601 Bronxdale Avenue Bronx, NY 10462

• 

  Parts Train

  3716 Astoria Blvd Astoria, NY 11103-3657

• 

  US Autoparts Network Inc

  92 Youngs Road Trenton, NJ 08619

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:03/03/2023

  Type:Delivery 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 17, 2022 purchased a set of **** Headlights from carparts.com. on January 9, 2023 I called for a Warranty replacement for the Set of headlights due to water going inside housing. Was sent a Replacement set which contained two different brand Headlights. One Headlight being the correct replacement **** brand (driver side). And the other Headlight being a Eagles eye brand (Passanger Side). Called back on January 26, 2022 regarding the Wrong set of Headlights for passenger side. And was sent another incorrect Passenger Headlight I was sent the Eagle eyes once again instead of the **** brand. I been calling and emailing carparts.com and I still haven't received the correct Headlight brand. All I get for the last past Month that the **** brand is not on stock and that they don't carry that brand.

  

  Business Response

  Date: 03/23/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, we don't have the brand of the Headlight (Passenger) that you were looking for right now. Hence, may we advise you to return the part for a refund. RMA#RMAM00003002120 was issued and sent to your e-mail address, along with the Return Instruction, so you can return the part to us. Refund will then be issued to your account upon our receipt and inspection of the part. 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

   
  Complaint: 19531466
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  I was informed by carparts.com that the part will be available within 3 weeks about a Month ago. I understand you guys don't have in stock. You guys didn't even try sending a correct Pair of Headlights. A refund is not an option for me as it involves leaving my vehicle without Headlights. I will like to Get a different pair of Replacement Headlights as long as the Pair is the same brand and CAPA certified whatever brand you guys have available as of now as a pair.

  

  Business Response

  Date: 09/30/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, we don't have the brand of the Headlight (Passenger) that you were looking for right now. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience. 

  Customer Answer

  Date: 09/30/2023

   
  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:03/02/2023

  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 2/28 I purchased a replacement taillight assembly for my truck and paid for overnight shipping. I have not yet received the part and when I tracked the package yesterday it still had not been sent to the carrier. Today when I checked the tracking information it says that the package is delayed. I contacted the company and they agreed to refund me $10, however I expressly needed and paid overnight delivery fees so that I could get my truck back on the road and have been unable to do so. If I knew I would have had to wait more than one day for the part I would not have paid for express shipping and or would have purchased the part elsewhere.

  

  Business Response

  Date: 03/22/2023

  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#************ on 3/6/2023 at 9:16 am at your location in *********************************************************************. We apologize for the delay in shipment. Thus, we have issued you a refund of $10.00 on 3/1/23 with PayPal Refund Transaction ID#8TV83221RF719293M as discount for the inconvenience. 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. 
  
  While, you may return the part to us for a full refund. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:03/02/2023

  Type:Delivery 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 place my car parts on Friday, February 25, 2023 night time. When I checked out, I have to fill out the shipping address and billing address. And it direct me to ****** pay. So I used it and suddenly when it finish my shipping address change to my old apartment. I tried to email them 2 minutes after and no response. So I called on Monday February 27, 2023 the customer service agent try to fixed it and nice enough to waived the fee. I thought all went through.I recieved email that the package got delayed to March 1 -2. So I though it happen because they change my shipping address. And today Wednesday March 1, 2023 I recieved email that the package delivered. But I never recieved the package. They kept continue to deliver to the wrong address which is carparts.com website fault and terible customer service. This is terible experience. LUCKILY I do not need it urgently.

  

  Business Response

  Date: 03/22/2023

  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 $130.29 on 3/22/23 ($80.97) with Refund Transaction ID#hj768kyj, ($23.54) with Refund Transaction ID#avtfrdcv and ($25.78) with Refund Transaction ID#******** 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.

  Customer Answer

  Date: 03/22/2023

   
  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:03/01/2023

  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 purchased parts from carparts.com in December. They were motor mounts for my truck. When the mechanic went to install them, it was determined they sent the wrong part. I contacted the company and they provided me with a return authorization and a shipping label. I followed the instructions and they received the parts back on the 10th of February 2023. *** made several attempts to get my money back. I keep getting told they will escalate the issue to their accounting department and I should get my refund in 24 to 48 hours and they apologize for the delay. To date I have not gotten my money back. ****** in total. Very poor customer service.

  

  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 $343.05 on 3/2/23 ($183.72) with PayPal Refund Transaction ID#***************** and on 3/8/23 ($159.33) with 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.

  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:02/27/2023

  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 purchased a catalytic converter from carparts.com March 2022. It went bad November 2022. It has a 5year warranty. I asked for a replacement and now its February 2023 and I havent received anything. They have been telling me since November ****************************************** email. I received no phone call and the only email I received is for promotional sales

  

  Business Response

  Date: 04/08/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that a replacement (Order #********) has been processed and shipped to you through ***** tracking#************ and is currently in TRANSIT to your location, *************************************************************, with an ETA on Saturday 4/8/2023 by end of day estimated between 10:20 am - 2:20 pm. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 04/08/2023

   
  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:02/19/2023

  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 was a 1st time customer/buyer with **********************, so I had no idea this is how they treat/handle customers/complaints or I would have NEVER ordered from them. My nightmare with this company began on January 19, 2023. The transactions/orders were submitted on January 20, 2023. The amount of money this company "raped" me for was$178.92. It should have been $121.42. This company provides a 100%satisfaction guarantee on their product{s} if you are not completely satisfied, if you ordered a wrong item, if it was damaged and/or you never received the item. You have 90 days to return the unused item for a full refund. You can't return an item that you never received. The item that I never received was door lock cylinders for $22.49. I also was over-charged on items that I did order (please see attachment). I am also being billed on items I did not order(please see attachment). I have called and emailed numerous people and times regarding my issues. I spoke to an **** L from customer service. **** got me no where so I asked to speak to the "supervisor", which was ******* at that time. Before I submitted my order I was given coupon codes to use towards that order,which I was trying to use but the coupons were not being accepted. I sent my order in without the coupon codes and notified customer service. So the coupon codes that were given to me by CarParts.com were for being a new customer, for the month of **************** and signing up to receive texts. The next day I was given an explanation, which i did not agree with(please see attachment) On January 27, 2023 I received from the post office a label/letter(please see attachments) on the item I never received. I called and emailed ******* about my missing item and he NEVER responded to me. So I cancelled my credit card that I used to purchase these items after I received the bill. My order # is CPZ381548554. That is why I am filling a complaint. And that is why I am asking for $178.92. Thank you AngelaP o

  

  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 online order with us for the following parts and we only delivered/charged what you have ordered.
  
  Part#*******LUS (Price $43.99 + Shipping $11.99 + Tax $3.36) delivered through ***** tracking#************ on 1/24/2023 at 12:57 pm.
  
  Part#REPHO462105 (Price $9.25 + Shipping $6.18 + Tax $0.93) delivered through **** tracking#********************** on 1/23/23 3:38 pm.
  
  Part#REPHO462106 (Price $9.25 + Shipping $6.18 + Tax $0.93) delivered through **** tracking#********************** on 1/23/23 3:38 pm.
  
  Part#RB645937 (Price $10.49 + Shipping $9.24 + Tax $1.18) delivered through ***** tracking#************ on 1/26/2023 at 12:15 pm.
  
  Part#PLP9003PRB2 (Price $25.96 + Shipping $7.71 + Tax $2.02) delivered through ***** tracking#************ on 1/26/2023 at 12:15 pm.
  
  Part#RH54560002 (Price $22.49 + Shipping $6.06 + Tax $1.71), refund for $30.26 was issued to your account on 2/22/23 with Refund Transaction ID#******** as the part was lost in transit.
  
  
  Thus, these parts amount to a total of $178.91. These were then charged to your account based on the shipment of the item as mentioned in the Order Confirmation e-mail that was sent to 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."
  
  While an additional refund of $12.15 was issued to your account on 1/23/23 with Refund Transaction ID#0h3zeewg as ********************** for the 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.

  Customer Answer

  Date: 03/23/2023

  Complaint: 19432987

  
  

  I am rejecting this response because:

  I was to receive free shipping plus coupon codes that the company issued to me to use on my entire order. I received 0 .

  If they would reimburse me for the shipping and the tax on the entire order ($50.00 as well as the interest I got charged on my credit card of $34.42, which totals $84.42 then I  may consider but only if they agree and they put it in writing.

  Sincerely,

  
  

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

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  

  Business Response

  Date: 10/07/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, as previously noted, a refund of $12.15 was issued to your account on 1/23/23 with Refund Transaction ID#0h3zeewg as ********************** for the 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:02/16/2023

  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.

  03/08/2022 Placed order with Carparts.com for front & rear disc and pad kits. Used Carparts.com's website to choose correct parts for 2018 *** X3. Order # is ********. Invoice states parts P15K6038 and P15K6040 are correct parts for 2018 *** X3. Cost $237.19 for P15K6038 and $207.80 for P15K6040. Total = $444.99 + ***** shipping, total = $496.87 03/14/2022 Order from Carparts.com received,03/18/2022 Brought car to garage, mechanic informed me that my brakes were functioning properly, but I should keep the parts I ordered, as I will need them in the future. Parts stored in original box, in shipping box, in protected storage.02/15/2023 Brought car to garage with parts for replacement of brakes. Mechanic notified me that parts ordered from parts.com were not correct parts for 2018 *** X3, and the only part that fit were the rear brake pads ($40.49 on carparts.com website). When parts P15K6038 and P15K6040 are now searched on the website, it specifies that these do not fit 2018 *** X3. (Despite invoice stating this is correct fit).02/15 & 02/16/2023 Several phone calls and emails to carparts.com representatives, company declines to accept parts for return as their guarantee is returns only within 90 days.

  

  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."
  
  The order was placed way back 3/9/22 and we only received a complaint from you last 2/15/23, way beyond the return period. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 19419357
  
  I am rejecting this response because: I clearly explained why there was a delay in returning the parts.  The parts remain in their original boxes, in the original shopping boxes.  S***e the parts were ***orrectly listed as fitting my vehicle, Carparts.com *** bears responsibility in this ***ident.  I have no way of using these ***orrect parts, as they do not fit my vehicle.
  
  S***erely,
  
  *****************************

  

  Business Response

  Date: 06/23/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you.  Thus, as previously noted, 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."
  
  The order was placed way back 3/9/22 and we only received a complaint from you last 2/15/23, way beyond the return period. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 19419357
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered part online specifically due to Shipping timeline and paid extra for shipping. The part was not shipped until the day of expected delivery. I had to contact carparts customer service and recieved a $12 refund, the difference in shipping. The call and later, email, between carparts.com and myself did not cover my concerns over bait and switch shipping tactics. The purchase was made solely on expediency and lack of rapid shipping has caused delays in repair, incurring additional expenses such as delivery services and taxis. They have refused to acknowledge references to bait and switch shipping tactics and have instead blamed a new tracking system. A tracking system is not a delivery or order system and is an insult to the consumers intelligence to blame tracking systems on order delays. I have requested carparts.com customer service escalate to management and have not recieved a response.

  

  Business Response

  Date: 06/14/2023

  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#************ on 2/6/2023 at 1:23 pm at your location in ***********************************************************************. Thus, we apologize for the delay in shipment. 
  
  As a sign of goodwill, a refund of $12.00 was issued to your account on 2/6/23 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 us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:02/09/2023

  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.

  Purchased parts on 2/8/2023 for a total of $208.75. Order went through with no issues. The following night on 2/9/2023 transactions began being made at 12am for $55.60 and again at 2am for $53.73 I received text from my bank which is what brought this to my attention. I've attempted to contact the business to see if there was an issue with the original order and if the price was being changed or just any answer as to why I was being charged randomly. I opened a chat with customer service and let them know only to have the chat immediately ended when I asked about the charges with no answer to my question. Will most likely be filing a small claim against the company as it is clear they do not want to try to figure out what has happened. This is my first time using them and will most likely be the last. Highly do NOT recommend.

  

  Business Response

  Date: 06/14/2023

  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 $208.75 on 2/8/23 and was captured/charged on 2/8/23 ($99.42), ($55.60) and ($53.73) 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."
  
  Again, 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:02/07/2023

  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 based on its advertised shipping date, well its delevery date was today and it hasnt even left the building and according to customer service it will be 3-5 days after it leaves. This is sketchy buysiness advertising, they promise fast shipping just to get your $. Stay Away

  

  Business Response

  Date: 06/14/2023

  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.