Complaints

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

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

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• 

  CarParts.com, Inc.

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

  
• 

  CarParts.com

  1301 Avenue T Grand Prairie, TX 75050-1212

  
• 

  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

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:01/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have issue with part from this company because they didn't want pay me amount of what I ask to replace part for my car what they sended me and it was wrong part.They offer me $200 and I told them that is not fair, I saw I can't resolve problem with them and I send them email I will accept them offer on $200 because I have to do something with that's parts ,I waited 5 months on them answer and after 5 months they answer me to not gives ne any more $200 they now offer me $100.Its ridiculous what they do ,I felt like they joke with me and they can do whathever they want to do .Shame !!!

  

  Business Response

  Date: 02/16/2023

  We sincerely apologize for the inconvenience, however we could not locate your order using the information that you have provided. Hence, may we request you to provide us with any reference#/information relative to your order(Order ID#, PO#, RMA#, tracking#, e-mail address that was used in placing the order, delivery address, Order date...). Kindly e-mail them at ************************************** with BBB  Case #******* as reference so we can check and give the necessary resolution.
  
  Please let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:01/12/2023

  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.

  Back on December 26th 2022 I ordered parts from ************* The parts were delivered on *** **** ** ******* ******* When I received the parts they were delivered in an Heavy Duty Envelope. When the Delivery Driver delivered the envelope he told me that it was ripped open and had wheel mark on the envelope. When I opened the envelope I pulled out one of the parts. It was find so I installed it. When I pulled out the second one it was destroyed. It looked like it was run over. I instantly called ********* The lady that I was dealing with was located in the ************ She took all my info and processed my claim. I asked her what she wanted me to do with the damaged one? I told her I'd send her a picture. I was told it was not necessary. I asked her if they were going to send me a return shipping label. She said no, just through it away. That's what I did. I NEVER heard back from ********* On January 5th I called ******** again to inquire about my replacement part. Again they took all my info. They sent me an email showing a ticket order. Week later no parts still. I just called again ******** Now I'm getting the runaround. NOW they are telling me that they need permission to process my claim. I cannot put the car back together until I receive the part.

  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/26) */
  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that a Replacement (order #XXXXXXXX) has been processed and completely delivered to you trough *** tracking#XXXXXXXXXXXXXXXX on 1/18/XXXX X:XX PM signed by ****** at your location in **** ********** ** ******* ** XXXXX-XXXX. Kindly let us know if you have other questions by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.
  
  
  Consumer Response /* (2000, 7, 2023/01/27) */
  Right after you forwarded my complaint to carparts.com, they sent me the parts I needed. I received them last week. Thank you for your assistance in this matter.

• Initial Complaint

  Date:12/13/2022

  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 lifter and gasket kit from jcarpart, most gaskets were wrong gaskets, lifters would never pump up and rattle bad, head bolts were torque to spec's by the book using torque angle gauge by a mechanic, when I first drove the truck the head bolts started snapping, mechanic said these parts are ***** junk , they do not match oem fitment or tolerance or torque, I tried to contact jcarpart, got no response

  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/27) */
  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 *** Case #******* as reference so we can check and give the necessary resolution.
  
  However, may we advise you to check as we are carparts.com, not jcarpart. Thus, we are in no way affiliated with jcarpart. Please let us know if you have other questions by calling our Customer Service Team at *************** Again, we apologize for the inconvenience.

• Initial Complaint

  Date:12/10/2022

  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.

  So I recently purchased a car part (Fuel Pump) for a dodge ram **** pickup truck I order the part Thursday Night Which will be Friday morning So I purchased the expedited shipping which was ****** so it didn't provide me my order details immediately I had to wait 24 hours no problem with that so I get the notification only to see that I'm receiving my car part Monday 3 whole days when I know I payed for next day shipping so I reached out to see the issue and basically was told they don't do weekend shipping and there cut off time is at 1pm and I stated to her why would I be prompted or asking for next day shipping if y'all don't ship over the weekend and I need an explainayion because that's false advertising and also policy is false shipping term and conditions needs updating

  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/26) */
  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, Our Policy states, "Note that delivery dates displayed on product detail pages and tracking information are estimates only.
  "Business days" for ship-out or delivery timeframes refer to Mondays through Fridays only. This does not include Saturdays, Sundays, and holidays that fall on a weekday when counting business days. Overnight or 2-day shipping is available for most small and medium-sized packages for additional charges. The specific shipping options will be displayed at checkout after you enter a shipping address. Air freight carriers reserve the right to extend their delivery times by 24 hours when delivering to residential addresses. This is beyond our control and air freight charges will NOT be refunded. All orders must be received before 1:00 PM Eastern Time (10:00 AM Pacific Time) Monday to Fridays only. No overnight or 2nd-day deliveries are made on Saturdays, Sundays, and holidays."
  
  Nonetheless, a refund for the $32.92 has been issued to your account on 12/12/22 with Refund Transaction ID#********. While the part was confirmed as completely delivered through ***** tracking#************ on 12/13/2022 at 3:52 pm at your location in****************************************** Kindly let us know if you have other questions by calling our Customer Service Team at *************** Again, we apologize for the inconvenience.

• Initial Complaint

  Date:12/03/2022

  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 an oil filter housing from carparts.com. The Part failed causing the engine to seize. I read on the National Highway Traffic Safety administration website about the recall of the defective part. On December 23, 2021, my partner **************** was driving the car on the highway, the vehicle made a weird noise, the oil light blinked once, and the vehicle stopped working right after it, without any previous warning. While waiting for AAA to tow the vehicle, she noticed a puddle of oil on the pavement (please see pictures attached). I email the company on September 25, 2022, about this issue and haven't received a response. Since then, my partner has called them, was told by the agent someone was going to follow up, but they have not done it yet. We feel the company should take responsibility for selling the defective part that caused the engine to seize and offer a refund for the costs of the engine purchased and labor fees for the replacement. Carparts.com order number ************ on 09/18/2021. Part number *********, Oil Filter Housing adapter with oil cooler 3.6L. Vehicle is a 2014 Cherokee trail hawk. The cost of used engine $956.25, plus labor cost to replace it $2,300.00, total cost of $3,256.25. We thank you for your assistance in this matter.
  

  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/20) */
  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, our record shows that we tried calling you but no one's answering the phone so we have sent you an e-mail instead last 10/4/22 confirming your name and mailing address so we can send you a check refund for the recalled product. We have not received a response though. May we advise you then to respond to the e-mail or contact us at X-XXX-XXX-XXXX so we can assist with the resolution of the issue. Kindly let us know if you have other questions by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:11/30/2022

  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 placed an order on November 26th for a control arm for my car.. The website stated that I would receive the part no later than the 29th of November, it also stated that if I paid through ****** I would be billed in 4 interest free installments. Based on this information I used ****** to complete my purchase but was charged in full not in installments. On the morning of November 28th at 9:25am I received a email stating that my order had been shipped with a updated delivery date of November 28th by the end of the day. "The item never shipped." On November **** the item still had not been shipped. I contacted customer service expressed concern and requested a refund. The rep placed me on hold and said she checked and could see that my order had been placed on the delivery truck earlier in the day. She told me not to worry, my package had been shipped but the tracking update was ******* and I should receive my package by the end of the day. Because the package had shipped, they could not issue a refund. The rep also said because of the confusion she would refund my shipping and give an additional *** discount because I was not billed In installments as the website promised she assured me my package would arrive by the end of the day. The item never arrived and tracking still shows carrier does not have receipt of the package. At this stage it feels like this company is playing games with their customers and instructing the customer service reps to lie about delivery and refund options. *************** warehouse is only 45 miles from ******** I offered to drive out to pick the part up but was told that was not possible and I was reassured that my part was on the delivery truck and would arrive by the end of the day.

  

  Business Response

  Date: 12/08/2022

  Consumer Response /* (2000, 6, 2022/12/05) */
  good morning; I recently filed a complaint against Carparts.com, since the filing of the complaint the company has responded by satisfying my concerns and I wish to close the case..
  
  Thank you
  *********

• Initial Complaint

  Date:11/20/2022

  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 placed an order with ************ on Thursday, November 17, 2022, for a fuel pump for my 2007 Mazda 3 and the only reason I chose to buy the part through this company was because they promised to have it delivered here by Saturday, November 19, 2022 via FedEx. I paid an extra *** for the express 2 day shipping because Saturday was the only day that I had off work to be able to fix the car and it was imperative that I got the part on that day. I then get an email from ************ saying that my shipment is delayed until Monday, November 21, 2022. Then when I get my tracking info from FedEx and track my order, it says it is delayed until Tuesday, November 22, 2022. At this point I'm pretty frustrated so Friday night I email ************ customer service explaining to them the inconvenience this has caused me and told them that I wanted my extra *** I paid for express shipping since they obviously couldn't follow through on getting my part here on Saturday, like I was absolutely depending on. I got an automated response back saying a customer representative will respond to me shortly but it's now Sunday and I've yet to hear back from anyone. The last thing I wanted to do was have to file a complaint with the BBB, when all I was asking for was the *** I paid for a speedy delivery. If I'd known this delivery issue was going to come up, I would have just went ahead and paid the same *** for the fuel pump on Rock Auto, who I've ordered from in the past with no issues, for the same wait time that I'm having to wait now anyway and saved myself the extra money I spent on ************ for "express shipping". I just want my shipping costs refunded.

  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/12/05) */
  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 $13.20 on 11/21/22 with Refund Transaction *********** as discount for your Order (#XXXXXXXX). Please check with your bank/credit card company and give them the transaction *** as reference for the credit. They should be able to trace the refund using the reference number and the date. While we tried issuing another refund for $6.80 however, it declined as "the submitted card number is not on file with the card issuing bank". Thus, you may either contact your bank or provide us with a ****** account so we can process the refund. Kindly let us know if you have other questions by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.
  
  
  Consumer Response /* (2000, 7, 2022/12/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I do accept the response and the $13.50 refund that was already issued will suffice. Thank you.

• Initial Complaint

  Date:11/20/2022

  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 ordered a part for my vehicle from carparts.com using their online order form from my phone (double checking that I had all payment and shipment information entered correctly). After receiving the tracking information from their shipper, GLS, I saw that they listed the incorrect zip code. I also noted that the shipper claims to have priority shipping in a number of states, but it does not list *********, where I live. I clicked the link in the email from GLS to inform them that the shipping zip code was not correct. They sent a reply that did not acknowledge my email, but it simply stated that my package was out for delivery and would be delivered by 5 pm. I then reached out to carparts.com via a link in their order confirmation email to let them know that the zip code their system generated for my order was incorrect (even though I entered the correct zip code when ordering). They're response was that I should reach out to GLS to correct the address. I replied that I had, but that they didn't acknowledge the issue. I asked that they help me, because I had attempted everything I could. They said they'd reach out, but that I would need to agree to pay $19.50 to GLS for an address correction fee. I refuse to pay for a mistake that carparts.com created, and I question if there is a scheme being pulled by these organizations to get me to pay more. My goal had been to resolve this issue and get ahead of it by notifying them that they had an error on their end, and I gave them the info they needed to correct it. However, they not only didn't fix it, they told me I was going to have to pay a third the cost of the total order to resolve the problem they created. I really need the part ASAP (I can't drive my vehicle without it), so I will most likely need to order it from elsewhere and will most likely need to dispute this with my credit card company and waste more of the time I don't have to deal with this.

  

  Business Response

  Date: 12/05/2022

  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 $71.85 on 11/23/22 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: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I alerted CarParts.com of a problem with online ordering that occurred on their end, and I tried to resolve the issue both with them and the shipping company they hired to deliver the product.
  
  Rather than simply accepting that their system generated an incorrect zip code and fixing the issue, CarParts.com told me I would need to pay the shipping company (1/3 of the product price) for the correction.
  
  I said I would not pay for their mistake and that they needed to fix their online ordering form so that their system does not override the zip code entered by the customer (as appears to have been the case given that I double checked my address and payment info before submitting the order). Their response was that I entered the info incorrectly.
  
  The refund they initiated is fine, but the fact that they don't care to fix the issue that landed me filing a complaint with the BBB has not been addressed, so I cannot accept the response from the business.
  
  To CarParts.com:
  Please look into your online payment systems to verify that information your customers submit on your portal is accurate. Also, when a customer lets you know about a problem with your system with the intent of notifying you so you can try to fix it, don't repeatedly blame them!!! This infuriates them and makes them go to the BBB to file a complaint. I am only trying to help you improve your business.
  
  A satisfactory response from you would be that you are actually making an effort to make sure your online order form correctly receives, stores, and reports customer input.

  

  Business Response

  Date: 12/17/2022

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. We appreciate your feedback; rest assured that actions are being taken to avoid future incident as such. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 12/19/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Carparts.com said they are taking actions to avoid incidents like this in the future. Without the details on how they'll fix the issue, I will assume they won't blame customers for technology glitches on their end and then telling the customer they need to pay money to overcome the glitch.

• Initial Complaint

  Date:11/17/2022

  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 10-23-22, I purchased auto parts from ************* The parts were never delivered. When asked about the parts, carparts provided delivery photos that were not my address. I provided photos of my delivery address and again carparts provided a delivery photo that was not my address. I never received the parts, and nor did they provide any photos of a delivery to my address.

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/12/01) */
  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 $98.88 on 12/2/22 with PayPal Refund Transaction ID#52HXXXXXFPXXXXXXM ($90.29) and 3JUXXXXXXXXXXXXXE ($8.59) 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 Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.
  
  
  Consumer Response /* (2000, 7, 2022/12/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you BBB, I received a refund for the items I purchased and never received by mail. I am very satisfied with the response and don't know how to thank you for your assistance.
  God bless you your family and staff. Happy holidays and take care.

• Initial Complaint

  Date:11/08/2022

  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.

  Order Date:
  November 04, 2022
  Order Total:
  ******
  
  FOR **** ***** Grand ******* *** 6 *** ****
  Powerstop
  **** ***** Grand ******* *** 6 *** **** - Front *** Daily Carbon-Fiber Ceramic Brake Pads with *************** Hardware ***
  Part No. P15ZXXXXXX
  Qty: 1
  Unit Price: ******
  Item Total:
  ******
  Shipping Method:
  Standard

  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/22) */
  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 ****** on 11/9/22 ******** with Refund Transaction ************ on 11/10/22 ******** with Refund Transaction ************ and on 11/22/22 ******* with Refund Transaction *********** for your Order (#XXXXXXXX). 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 Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.
  
  
  Consumer Response /* (2000, 7, 2022/11/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)