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, Inc.

  67 Whitson Street Hempstead, NY 11550-5420

• 

  US Autoparts Network Inc

  92 Youngs Road Trenton, NJ 08619

• 

  CarParts.com, Inc.

  68902 National Rd Quaker City, OH 43773

• 

  CarParts.com, Inc.

  10880 Kenwood Road Cincinnati, OH 45242

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:11/08/2022

  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.

  ordered a****** from this company and it was delivered to the wrong apartment or something this company stated they would send me a replacement but the replacement was never shipped because the item was supposedly out of stock so i canceld the replacement and wanted to receive a refund they stated they processed my refund but yet nothing was ever sent back to my paypal so i called back and they stated the same thing saying the refund was processed but still nothing after 8 calls waiting almost a hour each time they decided to tell me they cant do anything since it shows a picture of my package being delivered but the picutre that ***** showed of my door is not even my door i have a door matt and the picture does not even have an apartment number so how can u really know it was delivered to my apartment door or not overall the call center they use rely on lying to their customers just to get them off the phone i highly recommend not ordering from these people they lack the ability of doing their investigations correctly

  

  Business Response

  Date: 12/05/2022

  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 11/10/22 with ****** Refund Transaction ID#***************** for your Order (ID#XXXXXXXX). Please check with ****** 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.

• Initial Complaint

  Date:11/08/2022

  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.

  I ordered wheel hubs with ********* and the ******** were not ********* When I read the product description upon ordering it ******* bearings are installed and product is ready to install. It said it fit my car ready to install so I bought it. But it was falsely advertised. In the middle of the page apparently very well hidden in product ************** which are unnecessary to even read when you have a guarantee of fitment, it says only rears are included. Now when I buy the parts I ensure the part fits, which the check **** on top of the page verifies, so theres no need to read "highlights" in the middle of the page, what is that even supposed to mean? Why do I need highlights? I see it fits, went down to the product description and it said "ready to install, wheel hubs with *********** That's false ************ at the very least it's ********** When I called I was told I can get half the money back for the **** but would need to send them back for a full ******* My cars being worked on right now, I purchased parts guaranteed the fit and ready to install, and somewhere hidden in the middle of the page where it's completely *********** to read when you have a guarantee of fitment, it says the bearings aren't included in the hub. But the description ********* they are included, I made sure I read the description to know I'm getting everything I need I did not go over a random section named *************** Description confirmed all hubs come with bearings. I'm including screenshots of the page, starting with what I read, and then showing the one random line in ************** that said the bearings aren't included. That line is easily ****** when your website tells you the part fits and everything's included. What more information could I have ******* It's all there according to the description. Apparently they like to hide things in the page. To get the parts ready to install, it is going to cost almost **** I want at least a full refund for ***** plus shipping.

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/22) */
  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, the listing on our website clearly states what is included in the part that you ordered; we only delivered to you what you have ordered. Thus, the only way we can issue you a full refund for the part/s is when you return it to us on its original condition.
  
  Nonetheless, as a sign of goodwill, may we offer you a ***** discount for your order. Kindly let us know if you agree by by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:10/24/2022

  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 place an order, tracking information sent to my email, tracking number states "Awaiting Carrier Pickup". this is after 3 days...
  
  Reached out to customer service who told me I would need to wait an additional 24-48 hours for an update... not for the parts to be delivered but for an update on why the parts have not been delivered... The original package should have been here today Mon. Oct 10/24 based on what their website stated as well as the tracking information.
  
  So I have no parts, nor do I have any clue as to why I do not have the parts. I have a tracking number that shows no movements. ********

  

  Business Response

  Date: 11/04/2022

  Consumer Response /* (2000, 6, 2022/10/28) */
  Product was delivered far later than expected, I consider this resolved however they should work on their shipping procedure and shipping times to accurately reflect current timing.

• Initial Complaint

  Date:10/15/2022

  Type:Sales and Advertising 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, back l believe August timeframe I went online to purchase runningboards for my 2022 Ford transit. I found them listed on carparts.com for ******* set of two (picture available). I believe in the beginning of September 2 boxes arrived one sideboard and another box of hardware the box of hardware provided does not fit my vehicle at all it is for a 2021. My first issue is they won't even replace that for the correct hardware. I also called to question where the other running board and hardware were and the service rep agreed with me that something was wrong and that she was going to take care of it and they were going to provide it and take care of all the shipping etc. at that point. I waited and did not get a response I called and texted again and at that point I was told that it was not sold as a set of two it was sold as a individual set and I went online and found out they had changed their website. Luckily I had taken a picture previously of the sale before they changed The website. I have called and texted numerous times and yet they refuse to provide me with one the correct hardware for the running board they've already provided and to they are not going to provide me the additional running board or the hardware for the driver side of the van since they say now it is sold individually. They are trying to offer me *** to keep what I have which is not usable and a *** off coupon to apply towards buying the additional things that I need to purchase. I do not find this acceptable as they are ********** and have lied to me numerous times and cannot even make good on the original hardware for the running board that I do have. They have also offered to reimburse me my **** that I've already paid to purchase for this item but I think that would be ridiculous when I could get a set of two as originally offered. Pictures two shows that they sent the item for a 2021 Ford transit when I have a 2022 Ford transit.

  

  Business Response

  Date: 11/01/2022

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, as previously advised by our agents, it was confirmed that the part is being sold individually and not as a set. Thus, we can't send another item and we can only offer either a discount or a full refund if part was returned. Kindly let us know by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 11/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I told the company I would take their discount of $70. If only they provided me the correct hardware for the item that I already have purchased. it is not my fault that they're ad read a set of two Now, what they are expecting is I would have to purchase another whole assembly for an additional $295 so by accepting their $70 they are still ahead of the game by $225 dollars and I lose out on the other sideboard. So I believe my offer is the fairest at a minimum for having one complete sideboard and the $70 to be used towards another purchase but it won't be from this company.

  

  Business Response

  Date: 11/12/2022

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, as previously stated, we can't send another item and we can only offer either a discount or a full refund if part was returned. Kindly let us know by calling our **************** Team at **************. Again, we apologize for the inconvenience.
  

  Customer Answer

  Date: 11/29/2022

  ***Document Attached***
  I do not and have not said that this has a close case I have not agreed on their situation. They are not honoring their original offer for a set of two as the ad below obviously indicates the offer provided by them for $70 would only be enough to pay for the correct hardware for, the unit they sent incorrectly. They offered to buy back the original unit for the regular price would also be a rip off to me since it would now cost me another $295 to purchase another set altogether where in the offer was a set of two.
  See Attachment/File: 7E33E558-3342-4F7D-9FB0-D7F6E5A27FF8

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, as previously advised by our agents, it was confirmed that the part is being sold individually and not as a set. Thus, we can't send another item and we can only offer either a discount or a full refund if part was returned. Kindly let us know by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.
  
  
  Consumer Response /* (3000, 7, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I told the company I would take their discount of $70. If only they provided me the correct hardware for the item that I already have purchased. it is not my fault that they're ad read a set of two Now, what they are expecting is I would have to purchase another whole assembly for an additional $295 so by accepting their $70 they are still ahead of the game by $225 dollars and I lose out on the other sideboard. So I believe my offer is the fairest at a minimum for having one complete sideboard and the $70 to be used towards another purchase but it won't be from this company.
  
  
  Business Response /* (4000, 9, 2022/11/12) */
  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, as previously stated, we can't send another item and we can only offer either a discount or a full refund if part was returned. Kindly let us know by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.

  

  Business Response

  Date: 03/23/2023

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, as previously stated, we can't send another item and we can only offer a discount. Kindly let us know by calling our **************** Team at **************. Again, we apologize for the inconvenience.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19315619
  
  I am rejecting this response because:

  I sent them a message saying ok take the product back and they responded its been too long. I also need to ensure that they are paying for any shipping costs.

  Thanks

   

  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/15/2022

  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.

  I purchased an part from them 10/09/2022 and then 2 days later they charged my card again. I reached out 3 times trying to figure out why my card was charged for another transaction all which weren't resolvable then over the phone. I Was just told they would pass ** to the next department and they would reach out. That's stealing , if I purchase an item completely paid for why are you authorizing other charges?

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you placed an order for a total authorization amount of ******* on 10/8/22 and was captured/charged on 10/9/22 ******** ******** Per the Order Confirmation Mail, "Your order has been received and is currently being reviewed for processing. If you purchased via credit or debit card, your card has not been charged yet. Please note that all other payment methods (i.e. ******* ****** ********* **** ***** are considered instant, and your account was charged when your order was placed. Credit card purchases will be billed once your tracking information is available. If you have a multiple item order, you may see incremental charges on your card. This is because your order might be divided into multiple shipments, from different warehouses. All of your incremental charges will add up to your total order amount. Charges will add up to the total amount of shipped items. You will be notified via email as you are being billed for each shipment. Please notify us immediately if you do not want your credit/debit card to be billed. Most of our items ship within 24 - 48 hours; however there are some exceptions for custom orders and items that are made-to-order."
  
  Thus, no other charge has been made to your account and we only delivered what was ordered.
  
  The parts were then delivered through****** ********************* (Part#**********) on 10/15/22 at 1:05 pm and through **** ******************************* (Part#**********) on October 13, 2022, 3:45 pm at your location in *** E *** ** *******, ** XXXXX-XXXX. While return was requested for Part#************************************** was issued so you can return the part to us. Refund will then be issued upon our receipt and inspection of the item. 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:10/12/2022

  Type:Customer Service 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 headlight for my ***** *** from ******** in August - I never received a confirmation but I keep getting ads from them so they have my correct email. When the mechanic tried to install the light it did not fit and I would like to return it - but they have hung up on me twice, when I go to chat they can't help because I don't have a confirmation number. ******* was taken out of my bank account.
  
  I would like to return this item and receive my refund.
  
  Thank you in advance for your help,
  **** ********

  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/26) */
  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 ******* on 10/22/22 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, 2022/10/27) */
  This has been resolved - thank you

• Initial Complaint

  Date:10/12/2022

  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.

  On October 5th, I purchased a car part for my ****** ****** - on the website once you've entered your vehicle information - it tells you if the parts are a specific match or not. In this case the control arm I purchased stated it was a perfect fit. The website reached out and asked if I wanted them to schedule an appointment on my behalf, to have the car part out on. I agreed and am now here at my appointment. My appointment started at 8am and it is now ****** - they auto shop is saying the control arm I purchased is "one inch too short" and that they're unable to use it. I am not forced to pay the shop labor costs and am stuck with an auto part that I cannot use. This has been a total inconvenience, being that my car is still a safety hazard, I took a day off from work to make this appointment, and still my car is not fixed. Carparts.com is now ignoring my request for a refund for the car part and labor costs. The labor costs should be refunded due to the ************** on the website and also because their contracted shop, should have realized the car part was not a fit before doing any labor. I'd like a full refund of ***** As I was mislead by my the website's matching tool when it comes to matches correct parts to correct cars and having to pay labor and my car isn't repaired. Thank you

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued RMA#RMAMXXXXXXXXXXX with Pre-paid Shipping Label (***** XXXXXXXXXXXX) along with the Return Instruction and sent at your e-mail address, ****************************** so you can return the part to us. Refund will then be issued to your account upon our receipt and inspection of the item. While Our Policy states, *************** INC. DOES NOT ASSUME, AND HEREBY DISCLAIMS ANY RESPONSIBILITY OR LIABILITY TO REIMBURSE YOU FOR LABOR EXPENSES, MECHANIC FEES, TOWING EXPENSES, ADDITIONAL REPAIR EXPENSES, RENTAL CAR EXPENSES, OR ANY OTHER INCIDENTAL COSTS OR EXPENSES WHICH YOU MAY INCUR AS A RESULT OF THE USE OR INSTALLATION OF PARTS SUPPLIED BY OR ON BEHALF OF CARPARTS.COM, INC., REGARDLESS OF WHETHER SUCH PARTS ARE DEFECTIVE OR WERE SHIPPED IN ERROR." 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:10/07/2022

  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.

  My son order a part well over a week ago and we still don't have the parts. From others complaints it seems that this is an ongoing thing with this company. I feel something needs to be done, because they are just taking people money and not sending the parts. A class action lawsuit and criminal complaint needs to be filed.

  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/09) */
  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 ********************** relative to your order(Order **** **** ***** ********** e-mail address that was used in placing the order, delivery address, Order date...). Kindly e-mail them at ********************* with BBB Case #XXXXXXX as reference so we can check and give the necessary resolution.
  
  Please 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:10/06/2022

  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.

  On Sept. 19th, 2022 I placed an order for a fuel line to fit a **** ******** ******** The part was guaranteed to be delivered by Sept. 22, 2022. The part never arrived. I called and reported this and was promised a new shipment. I received notification a second shipment of ordered part on Sept. 26, 2022 with delivery date of Oct. 1st, 2022. I contacted customer service on Oct. 5th to report that shipment also was never delivered. They provide me a picture of a package that was NOT delivered to *********** house where it was supposed to be delivered to and I was told nothing can be done that I hadn't already done. I asked for my money back and was told since ****** claimed it was delivered they would NOT refund my money. So now I have no vehicle and cannot repair it because I cannot get my money back so I can go buy a part somewhere else. So I am out ****** and my vehicle.

  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/10/09) */
  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 10/7/22 ******** with Refund Transaction *********** and ******* with Refund Transaction *********** 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. 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, 2022/10/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  While I accept the response I am still very disappointed in the way I was treated by this company's customer service reps. I did get my money back AFTER the *** sent my complaint to them. No one should have this much of a problem especially when being able to drive their vehicle safely is dependent upon ordered parts. I sincerely hope that this company reviews and changes their ways. Thank you to the *** for their help in this matter.

• Initial Complaint

  Date:10/06/2022

  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.

  ************** refuses to send a frd ex return mailing slip. if you want your part back you will send one to my address. I am not paying for this part

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued RMA#XXXXXXXXXNEW with Pre-paid Shipping Label 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 item. 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 /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  they never sent me a fedex shipping label
  
  
  Business Response /* (4000, 11, 2022/10/26) */
  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, we have requested for another shipping label be sent to you; kindly wait for 2-7 business days and let us know if you did not receive any. Once received, please make sure to use it immediately to avoid expiration. Refund will then be issued to your account upon our receipt and inspection of the item. 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 /* (4200, 13, 2022/10/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  mail the fedex return label to mu house I have no way to print anything