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:02/24/2025

  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.

  Received incorrect fuel pump twice for the same order. Images and part descriptions are correct online but incorrect part received. It looked like the incorrect part was put in the box. I contacted CarParts.com via chat with the issue and my concerns. After sending photos and screenshots to the representative, I was offered a replacement. I requested that when the part is pulled for it to be checked with the online product to ensure I was to receive the correct part. Ten days later the replacement part was delivered, and it was the SAME INCORRECT part as previous. Contacted them again. Sent additional photos via email. Received a return email from customer service stating the reason that I was getting incorrect parts was due to mine being out of stock. (Common sense says that if an item is out of stock, don't send out something different, and simply contact the customer.) ********************** admitted their error but yet refuses to give me my full refund until they receive the second part back with takes at least 10 days. The second part has been returned via ***** as requested. I shouldn't have to wait on my refund because of their blatant negligence.

  

  Business Response

  Date: 03/08/2025

  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 $75.68 on 2/27/25 ($62.46) with Refund Transaction ID#******** and on 3/5/25 ($13.22) 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. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:02/21/2025

  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.

  They mailed me wrong part a year ago and when I mailed it back they took part of my money for a return label and some for restocking and it took them a month to find the part I returned so I had to pay more money for the right part about two weeks ago I went on line to find a part for my ***** civic lx 2014 I didn't realize I was dealing with the same company until l was sent a part for a ***** fit which I have never heard of before when I called them they said just send it back and we will send u the right part but then I get an email stating that after that get part back and inspect it we will refund your money minus the cost of the return label and reshelfing cost I then realized I was dealing with the same ones as a year ago why are they making me pay for them sending me wrong part

  

  Business Response

  Date: 03/01/2025

  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 $35.60 on 2/25/25 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. Thus, the shipping label cost has been waived. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:02/20/2025

  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.

  Ordered parts off their website. when i finished check out i was charged $825.47 which was the agreed amount at checkout. 5 hours later i got charged again for $434.47. Called the company to figure out why this had happen. They were just giving me the run around. When asked about why there was an extra charge they told me they don't see an extra charge. Then when asked to get my money back they told me it would take 5 days to be partly refunded and not the full amount. so far I've been charged $1,259.94 even though i was shown it only costed $825.47. They are not cooperating with me one bit

  

  Business Response

  Date: 02/22/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that no additional charge was made to your account. Thus, you placed an order for a total authorization amount of $825.47 on 2/20/25 and was captured/charged on 2/20/25 ($79.81+$434.47+$36.95+$72.82) and 2/22/25 ($201.42) 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."
  
  Thus, 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:02/19/2025

  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.

  Product Issue On January 28, 2025 I purchased a radiator support assembly for 2007 ****** Tacoma.Order # *****************.I received it and when I opened the box the radiator support was bent in the center and both ends. The box was torn and no additional packaging to protect it. I filed a return request and was denied. I paid $163.49 with the shipping of $82.56 a total with tax $266.35. I am wanting a full refund because I received a damage part. Also there was no option to add protection.

  

  Business Response

  Date: 03/01/2025

  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.

• Initial Complaint

  Date:02/18/2025

  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 brake kits from said website February ******. Kits were split into two orders for some reason, have still not received my parts and website is refusing a refund for parts. Have contacted **** and they show to reach out to sender. Tracking number **********************. Company saying I declined shipping protection but I was never asked about any of such. Paid over 35$ originally for shipping on these items. Shipping just shows in transit/ processing, has for days. Carparts is telling me Im just out of luck. I just want my parts I paid or my money back to get more parts elsewhere.

  

  Business Response

  Date: 03/01/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a total refund of $78.78 on 2/11/25 ($17.61) with Refund Transaction ID#******** as **********************, on 2/18/25 ($10.00) with Refund Transaction ID#******** as additional discount and on 2/25/25 ($51.17) with Refund Transaction ID#******** for Part#************. 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 rest of the order was delivered through ***** tracking#************ (Part#STPSSCP1729, ************ and STPSSCP1759) on 2/10/25 at 11:50 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:02/18/2025

  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.

  These people have an awful lack of customer service I've ever experienced. For starters I specifically gave notes before the item was shipped out to at least wrap up the catalytic converter and some plastic if not at least put some plastic paper bubble wrap cushion or something in the Box that they ship it in. Absolutely none of that happened. They split up the order giving me a different order number unbeknownst to me. I contacted them to inquire about the way the item was shipped and where the other item was and they took it upon themselves to give me a refund for the item that had not yet arrived. I contacted them and told them that I have integrity and that I don't want a refund because I had not yet got the item so they recharged me for it. Unfortunately the next day the separate item came directly off the ***** truck with no tape and wide open because they put no tape on the box the Staples broke through the cardboard. I regret asking to be recharged because the item just like the one previously came with multiple dents and scratches throughout the entirety of the catalytic converter. What's extremely more alarming is that the hardware that came with the left catalytic converter looked poorly made recklessly manufactured and unsafe and hazardous to be a part of an exhaust system on a vehicle. Carparts.com begin ignoring my direct emails and screenshots and questions about the hardware. I believe that they are okay with sending out hazardous damage looking poorly made Auto Parts. The catalytic converters are unbranded and look used yet I was charged full price for them. This is why I must report them in overall business practices. I have a touch screenshot of exactly what I am referring to.

  Customer Answer

  Date: 02/18/2025

   
  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.
  I made a complaint against carparts.com on February 15th 2025. I have not received the complaint number but I want to inform you that I have spoken to the business **** and the issue is resolved.

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

• Initial Complaint

  Date:02/13/2025

  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.

  On 2/10/2025 I ordered 2 parts for a total of $186.43. As soon as I clicked the pay button that money was deducted from my account. They said the parts would arrive today which is Thursday. Yesterday morning I got an email that the parts had shipped and would arrive on Friday. Then yesterday afternoon I was charged an additional $118. When I chatted with a *** he gave me every excuse in the book as to why I was charged again saying that maybe the initial deduction was just a hold and that now that my parts were actually shipped the final payment came out. What final payment? You stole $118 from me and I am willing to contact the police. I have also confirmed with my bank that there was no hold. I find it extremely odd that they were able to draft money out of my account and leave my bank account at exactly $1. Return my money immediately of face the consequences.

  

  Business Response

  Date: 02/22/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was delivered through ***** tracking#s ************ on Friday 2/14/25 at 9:44 AM and ************ on Saturday 2/15/25 at 10:45 AM at your address in **************************************************************************** 
  
  Thus, no additional charge was made to your account as you placed an order for a total authorization amount of $186.43 on 2/10/25 and was captured/charged on 2/12/25 ($67.99) and ($118.44) 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:02/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 7th, 2025 I ordered a Tie Rod end kit part number KIT-*******-296 which Included in the kit, an upper control arm part number REPF281574 which I received February 11th, 2025. That same day I notified carparts.com that the part was missing a nut on the ball joint of the upper control arm. I spent 45 minutes on the phone that day trying to get them to put a nut in the mail to me to solve the problem. In the end their solution was for me to fill out an RMA form that would be sent to me the following day to fill out to include with the part returned. That day I built a cardboard box out of a larger box to return the part missing the nut. The next day being February 12th I received an email from them telling me to throw away the part instead of returning it and they would refund me the money for the part. After that on February 12th, they refunded me $38.00 for the part without sending me the replacement part. That same day, I contacted them to tell them I wanted the part for the same amount refunded and reordered it by phone (order # CSD16447229). Expected delivery 3 to 5 business days. I was told that the part, including tax and shipping was going to be $49.22 but once the order was completed, I would immediately be refunded the extra amount. That did not happen. I simply want $11.22 refunded to me immediately as promised. There is a whole lot more involved with my dissatisfaction of this company with this transaction and their employees but not worth my time. I would not recommend anybody to purchase from them.

  

  Business Response

  Date: 02/22/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a total refund of $50.00 on 2/12/25 ($38.00) with ****** Refund Transaction ID#***************** and ($12.00) 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: 02/24/2025

   
  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.

  Carparts.com has refunded my money so you can consider this case closed.

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

• Initial Complaint

  Date:02/12/2025

  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 want to first state that on their website it says GUARANTEE TO FIT. On November 21, 2024, I ordered some parts that I needed for my 2013 ***** Gs350. It was (2) Tire Rods, (2) Ball Joints and (2) wheel hubs, to replace both sides of my car. When I ordered, I received an email stating those parts were out of stock and they were gonna send a similar brand to replace it. I went on the live chat option on the website and talked to a representative to ENSURE that part was going to fit. She stated YES the parts will fit, just a different brand. When the parts finally came in, which all came separate times, I had to wait til I had my personal mechanic to help me put them on. On January 3rd, he attempted to put the parts on and told me the tire rods and ball joints didnt fit. Now, apparently its past the 30 days return or exchange policy. Which Im upset about because I was told and its states on the website that its a guaranteed fit. I called the company and the representative was assuming Im not being truthful because I told him one part doesnt fit and I wanted a replacement for it all because I rather get the parts I ordered. Then, I tried to talk to a supervisor and they told me they will look into this situation and will notify me once they made a decision. They emailed me just to tell me the same thing about the 30 days return policy. They failed to help me out in any way. I honestly just wanted an exchange for the right parts.

  

  Business Response

  Date: 02/22/2025

  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 30 days of delivery. 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 **************** Team so we can assist you. We are not responsible for missing, damaged, or incorrect parts after 30 calendar days for all products, regardless of the party at fault." Thus, the order was placed 11/21/24 and the request for return was just made last January, 2025--beyond the return period. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:02/12/2025

  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 purchased auto parts from this company on January 30, 2025, all parts except 2 items was delivered on February 2, 2025, I called this company twice about the 2 parts that I did not receive, the first call was on Monday February 10, 2005, I enquired about when will I receive my parts, the agent told me the part is at a post office in ************, and moving through channels, he said give it a couple of days, and then call back, I called back Wednesday February 12, 2025, tracked the package and its still at a postal carrier in ************, I was supposed to have this part on February 2, I told him that my mechanic is waiting, and cannot wait any longer, so I requested a refund, and told them that I will order from another company, he said he could not give me a refund because the parts are moving through the postal service, I feel I should get my money back, and should not have to wait, because I was promised a specific date to get my parts, and it is well over that date, this is not good business practice, if a customer call to ask for a refund, and that they no longer want the parts. This is very unacceptable to me

  

  Business Response

  Date: 02/22/2025

  Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was confirmed delivered through ***** tracking#************ (Part#s CH69CR-S, CH69CL-S and RD50520020) on Sunday 2/2/25 at 5:45 PM, ***** tracking#************ (Part#NGLZTR5A13) on Sunday 2/2/25 at 5:45 PM and through **** tracking#********************** (Part#s SIUF502 and FPMS921651) on February 18, 2025, 5:47 am. While, a refund of $8.05 was issued to your ****** account on 2/12/25 with ****** Refund Transaction iD#***************** as discount for the delayed shipment. 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.