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.
- 181 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/18/2025
Type: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.
Feb, ******* $483.06 was spent on purchase When I first called and expressed that the parts representative recommended the wrong part for my vehicle, he asked if I wanted to try and make the part work, which I did, when I finally came to the conclusion that the part was completely the wrong part (a rear bumper), I then called again and asked to start a return and refund process. As the return was approved, I asked how long it would take for me to receive my refund, and I was told "When you call us back with the routing number, we will start the refund process. After complying with their orders to ship the part, I called a to inform them of the tracking number. It was then I was told that they cannot issue a refund until the part is received and then inspected. I informed them that was not what was explained to me. I informed them the urgency for this refund, because the only income I have is my VA disability. After emailing back and forth with "managers", I was told that this is absolutely not standard practice and that, Mr. **** *., "will expedite the process on our end". After the *** Ex fiasco with shipping, they have now received the part. And to no avail, I still cannot get them to refund my money. Now because this has taken so very long my bills are starting to come out of my account causing a negative balance.They still will not issue my refund *********** says they are trying to sort through the issue, but every time I call, it seems as though they are not fulfilling their word. No refund after I was informed it would initiate after they receive the tracking number, there is no expedition after receiving the part at 10:30 am PST. There is no accountability for this company and certainly (I personally feel) willingness to make it right or compensate for the loss of money, time or effort.
Business Response
Date: 03/29/2025
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 $258.31 on 3/19/25 with Refund Transaction ID#******** for your returned part#REPC825601. 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:03/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The box in which the part was torn in half and the part banged around had no protective film or packing !!!Business Response
Date: 03/29/2025
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, since the order is not covered by shipping protection, we're unable to process a claim for the part. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:03/18/2025
Type: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 INCORRECT PART IN JANUARY 2025.I RETURNED THE PART AND IT WAS RECEIVED ON FEBRUARY 25...AND CONFIRMED BY CAR PARTS.I REQUESTED A REFUND, AND WAS TOLD THAT THE PART IS AT THE INSPECTION STATION.EVER SUINCE THEN, I HAVE REQUESTED TO SPEAK TO A SUPERVISOR OR ********** MANAGER OR SUPERVISOR HAS REACHED OUT TO ME SINCE.AN AGENT, AFTER 18 DAYS SINCE RECEIVING THE ***** NOW WANT ME TO ACCEPT THAT THE BOX THEY RECEIVED WAS 'EMPTY"!!!!I REFUSE TO ACCEPT THAT!!I WILL BE FOLLOWING UP WITH THE FED EX OFFICE THAT I SHIPPED WITH, AND I WILL GO ABOVE AND BEYOND TO LET EVERYONE KNOW ABOUT THE BAD EXPERIENCE I AM HAVING, AND HAVE HAD WITH CAR PARTS, AND ENCOURAGE THEM TO NEVER SHOP WITH YOU GUYS AGAIN.Business Response
Date: 03/29/2025
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 $73.71 on 3/28/25 with Refund Transaction ID#******** for your returned part#TS32277. 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:03/10/2025
Type: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.
Ordered a part on 1/31/25, order #CPX2532105293540, received part, but no longer needed, got return RMA, shipped back to Carparts on 2/6/25, Carparts received and signed for return on 2/11/25. Have not received a refund even though I have contacted their support team many many times by email and online, they continue to reply by saying Ill get the refund in 24 to 48 hours, still waiting!Business Response
Date: 03/20/2025
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 $526.25 on 3/14/25 with ****** Refund Transaction ID#***************** for your Order (#********). 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 **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 03/20/2025
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:03/10/2025
Type: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 front wheel bearings, brake pads and rotors that were set to be delivered today. It was marked as delivered, however I do not have my ordered parts. My mechanic was set to come fix my car tomorrow. Now I cannot move my vehicle. I either want a full refund to my credit card in less than 24 hours or my parts to me in less than 24 hours. As now I have to order new parts and wait even longer and pay more. Thank you for wasting my time and stealing my money. The shipping company used was Lone Star Overnight. The customer reviews state missing packages that were marked as delivered. *** ex and *** should be used instead they actually deliver their packages.Business Response
Date: 03/20/2025
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was delivered through LSO tracking#s ZY0G0UJC (Part#REPF283712-Wheel Hub) on 03/07/2025 03:06 PM and ZY0G0UJ9 (Part#s ************-Brake Disc and STPSSCP843-Brake Pad Set) on 03/07/2025 03:06 PM at your address in ***********************************************************************. Thus, as your order is with Shipping Protection, you may file a claim with Extend (**********************************************************************************).
While a Replacement order (ID#********* has been processed for the Wheel Hub, that is not working, and will be shipped through ***** tracking#************. Kindly check through the ***** site for the status of your shipment.
Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 03/20/2025
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:03/05/2025
Type: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 placed an order on January 19, 2025 for a clutch hose totaling $85.59. As of March 5, 2025 I have still not received my order. I have talked to several customer service representatives, all of which have told me that they can not refund me my money because there was not shipping insurance on the package. Shipping insurance was not offered on my package. I have been told that a supervisor will contact me, that has still not happened. I am extremely frustrated with the whole situation. I have made purchases with this company several times in the past but will not be doing so from now on.Business Response
Date: 03/15/2025
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, since the order is not covered by shipping protection, we're unable to process a claim for the part. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:03/04/2025
Type: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 company first provided a fake tracking number. When confronted they sent another tracking number. Two days later their site showed the product was sent and was getting delivered. However, the tracking number they provided from **** showed the product was never sent. We contacted **** and they said they had never received the package, this is three days after they said they sent it. So technically yet another fake tracking number. No product was shipped or received. Do not order from these people. We have now read all the horrible reviews about their fake practice and how they consistently say things got lost in the mail. We just wish we had done our research before placing an order.Business Response
Date: 03/15/2025
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 $25.76 on 3/4/25 with Refund Transaction ID#******** for your order (ID#*********. Please check with your bank/credit card company and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date. While the part was delivered through **** tracking#********************** on March 10, 2025, 9:59 am at your address in ***********************************************************************. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:03/03/2025
Type: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.
Sent 2 same side cv axelsInitial Complaint
Date:02/25/2025
Type: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.
02/20/2025Business Response
Date: 03/08/2025
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was delivered through **** tracking#********************** on February 28, 2025, 9:00 am at your address in ***************************************
Thus, we issued you a total refund of $58.00 on 2/24/25 ($14.32) and on 2/26/25 ($43.68) through your ZIP account and you don't need to return the part to us anymore, you may keep or dispose it. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:02/24/2025
Type: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 door panels from Carparts.com The panels arrived broken with paint chipped/rubbed off. Their websites touts their simple no hassle return policy.I contacted them immediately with my concerns. They are now saying that since I didn't buy the "Shipping Protection Program" I have no recourse so tough ******* the time of checkout I did not notice the box that I was supposed to check to get this special "protection" and honestly I would not have bought it anyway. I would have taken my business elsewhere. I consider this nothing more than extortion, a protection racket. ****** or none of the other people that I buy online from engage in this capricious action.Business Response
Date: 03/08/2025
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, since the order is not covered by shipping protection, we're unable to process a claim for the order. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 03/10/2025
Complaint: 22984581
I am rejecting this response because:
My original complaint stands. I received broken/damaged merchandise. The shipping protection was not noticeable by me a checkout. I am not a savvy internet consumer and I feel this is a gotcha tactic. Im sure there are consumer protection laws somewhere that should provide some semblance of protection.
In my few other online purchases I have not been subjected to this form of what I consider extortion
Sincerely,
*** *******Business Response
Date: 03/20/2025
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, since the order is not covered by shipping protection, we're unable to process a claim for the order. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 03/20/2025
Complaint: 22984581
I am rejecting this response because: It is not incumbent on me to contact ***** or anyone else. This is a problem between you and the poeple YOU contracted with for delivery.Respectfully, do not try to turn your problem into mine.
We can continue this back and forth indefinitely, or yu can do the right thing and make me whole.
Sincerely,
*** *******Business Response
Date: 03/29/2025
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, since the order is not covered by shipping protection, we're unable to process a claim for the order. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 03/31/2025
Complaint: 22984581
I am rejecting this response because:Same as before. I paid good money for a product that should be in good condition, that was clearly not the case. Trying to get ME to track down YOUR shipper is extremely weak. All I want is to be made whole, not sure why that seems so unreasonable.
Cant wait to see the ** generated repsonse
Sincerely,
*** *******Business Response
Date: 04/11/2025
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Again, as previously noted, since the order is not covered by shipping protection, we're unable to process a claim for the order. Thus, may we advise you to coordinate with ***** as to the status of your shipment. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Customer Answer
Date: 04/12/2025
Complaint: 22984581
I am rejecting this response because:The issue with my order is not with ***** it is with your company.
Do the right thing and make me whole. I'm sure you can afford it
Sincerely,
*** *******
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