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
- 494 total complaints in the last 3 years.
- 174 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:12/16/2024
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.
On Dec 4 2024. I ordered a pair of leaf springs. Part number RB35-153. On Dec. 7th. I received my package with the wrong parts. They sent two *****.. I contacted then thru their customer phone number. They said they'd send me out the right parts and to dispose of the wrong parts.On Dec 7th. They sent out my replacement parts. When I checked ****** It was one package weighing 5 pounds. Each spring weighs 72 pounds. I reached out thru their chat. (****) She said it was probably just a glitch from *****. But it was the right parts. I received the parts on Dec 11th. I received my order. Yep wrong parts. Another pair of *****. I once again contacted them thru their chat. I started with someone else. Then asked for supervisor (***** U)She took my info and said she'd get back to me in 1 or 2 business days. On Fri. 13th. She reach out thru my email and guaranteed I'd get the right parts this time. I responded by telling her I'd know it was right by 2 packages weighing approximately 73 pounds a piece.I received my ***** notification today 12/14. One package. 5 pounds. Same weight as all the other wrong parts. I reached out again thru chat. Got the old it's a glitch with ***** excuse. I just want what I paid for. According to *****. They're in stock. No refund. Just the springs.Upon uploading for you. I think I see the problem. On the order. They have it listed as ******. The correct number is RB******.
Business Response
Date: 12/28/2024
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 $191.65 on 12/17/24 ($179.98) with Refund Transaction ID#******** and on 12/20/24 ($11.67) 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.Initial Complaint
Date:12/16/2024
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 ordered a Powerstop Brake Disc and Pad Kit for a 2014 Buick Enclave on December 1st. When the kit was shipped I received a notification via text that it was going to be delivered on Dec 3rd, that text was on December 2nd. I received another text on the 3rd stating the order was facing a delay with a new ETA of the 5th of December. Order was received on Dec 4th. no damage or anything. I brought the box inside and set it on a table until my son in law was off work to install it. On Wednesday 11 December I received a phone call from my daughter saying that only 2 of the brake disks were in the box. She asked where the other two were or where the other box was. I told her that it should have been in the larger box. I then called Carparts to discuss with the customer service *** and he told me he would have the warehouse look into it, and that I would be contacted by them within ***** hours. I called Carparts again on 14 Dec ***************************************** that I would have to file a claim for the missing parts via the Extend Shipping Protection that I purchased. Shipping Protection Contract ID ************************************. She sent me an email with the information and the link which is copied and pasted below.Upon checking, your order was under EXTEND shipping protection. To submit a claim and get the refund, you can file the claim with Extend through the Customer Portal at ************** Email: ******************** Phone number *********** ****** ************ Part# P15K4657 Brake Disc and Pad Kit - Front After receiving the email above I tried to submit claim at and I kept getting an error. I tried again this AM and I was able to submit the claim. It didn't give me anywhere to explain what was wrong with the shipment. I submitted and it came back denied immediately. All I want is for Carparts to do the right thing ship me the Brake Discs that were never shipped. I've worked in Logistics for 38 years Front Discs they were never shipped.Business Response
Date: 12/28/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that the replacement part has been delivered through ***** tracking#************ on Sunday 12/22/24 at 1:53 PM 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:12/16/2024
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 ordered a part in July and, upon receiving it, took it to a mechanic for installation due to an OBD code P0420. Unfortunately, the error code did not clear after the installation. I returned to the auto shop, and after scanning, they determined that the part was defective.I submitted a request for a return but didn't have enough time to return to the auto shop to have the part removed and send it back. I reached out to carparts.com to request an extension for the return, but they declined. I then asked for a replacement, and they informed me that I needed to send the defective part back to receive a replacement.Concerned about the quality of the part, I inquired whether they would cover the installation costs if the replacement turned out to be defective as well. They refused to do so. The installation cost is $300, and I ended up paying this amount twice.I contacted them again, asking to either return the part and get a higher-quality or different brand, even if I had to pay the difference. Once again, they refused. I feel extremely frustrated, as it seems the company is not willing to address issues for customers like me. All I want is a refund or store creditBusiness Response
Date: 12/28/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, Our Policy states, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 60 days of purchase. All authorized returns must include all items and components that were included in the original package. Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our customer service team via Live Chat so we can assist you in processing a return for replacement or refund. We are not responsible for missing, damaged, or incorrect parts after 60 calendar days for all products, regardless of the party at fault."
Thus, RMA#RMAM00003723732 was previously issued with a Pre-paid Shipping Label but it was not used and we did not receive any part. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:12/13/2024
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 ordered control arms for driver and passenger side. However I only received the passenger side control arms and ball joints. I have contacted the company several times and I still have not received my order. I have asked for a refund several times to no avail. Can you please help me get my refund. Car parts is trying to send me to a third party to get my refund.Business Response
Date: 12/20/2024
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 ********************** (Part#REPC281537) on December 2, 2024, 6:23 pm and ********************** (Part#REPC281507) on December 16, 2024, 6:39 pm at your address in **************************************************************************
Thus, we have issued you RMA#s RMAM00003878109 and RMAM00003878111, and ***** Shipping Labels (************ and ************) so you can return the parts to us. Refund will then be issued upon our receipt and inspection of the parts. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenienceInitial Complaint
Date:12/11/2024
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 part I ordered has not arrived. When I contact the company they have said twice that it would be here within 48 hrs that was 48 hrs apart. Basically they will not refund and have no idea if it when I will get itBusiness Response
Date: 12/20/2024
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 December 18, 2024, 9:20 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:12/11/2024
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.
Do not order from this company. They do not follow up on the order and shipping guidelines are misleading. They will stall your order and once it has "arrived" - you won't get the package or car part. Upon checking the shipping history - there is a signature that they forged without your consent signing off on the package. Customer support is not available nor helpful. Highly do not recommend. You will be scammed.Business Response
Date: 12/20/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order was delivered through GLS tracking#**************** on 11/29/2024 2:35 PM signed by *.**** 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:12/10/2024
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 ordered a part for my car, it showed the one I needed in the picture but was a totally different part upon opening the package. The same day I initiated a return for this reason and was sent a shipping label. The email says once scanned by shipping carrier refund will be initiated to my account. They are now saying it has to be inspected first. Well it's been over 2 weeks, shouldn't take this long for a new part to be checked and a refund sent. I emailed them and they said the same thing it has to be inspected. It's been over the amount of time this should take. I just want my money back!Business Response
Date: 12/20/2024
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 $157.27 on 12/10/24 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:12/10/2024
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.
Order a from carparts.com, Dec 4th they promised me a 2 day delivery shipping it is now 6 days. My car part tracking is not moving nor showing any progress of getting to the destination. I have spoken to *********** customer service chat. They tell they cant give me a full refund due to **** having high demand of orders. I have been waiting since Dec 4th it is now Dec 10th, still cant give me a refund. They use ***** as a returning mail provider because they know its a better company to track your order and will arrive sooner. They are They are purposely doing this to customers to take their money and have them wait longer on an unreliable mailing service. Thats the bias of this company. They will use ***** a company thats proven to have better service for customers, but they will rather use **** ***** are purposely doing this to customers to take their money and have them wait longer on a unreliable mailing service thats the bias of this company. They will use ***** a company thats proven to have better service for customers, but they will rather use **** an unreliable company. To send out package. Also the the package went from IL to ** then back to *** Now stuck in ***Business Response
Date: 12/20/2024
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 $82.36 on 12/10/24 with Refund Transaction ID#******** ($10.75) and Refund Transaction ID#******** ($71.61) 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.Customer Answer
Date: 12/20/2024
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:12/06/2024
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 three car parts from this company. I had to verify my address twice before I could push submit to pay for the parts. I received three separate tracking numbers. And clicked on informed delivery. Monday came and I got a notification that my order was delivered. I go to the door there is no part . I contacted *****. Whom then stated that the address entered was not my address. And that the company had called and removed my name and rerouted my package to ************,**. I called the company and they said that it shows that the part was delivered to my address. I asked them to verify said address. The man stated 500 *****. The problem is that address doesnt exist and it is o ** 7 houses on my street. Me being the second one. I also have cameras. I checked my camera and no truck came down my street . Today I called them back and was told that the package was delivered today. Mind you Im home. Again no package and they refused to issue a refund. Ive spent $350 on parts that I do not have.Business Response
Date: 12/28/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. We are currently coordinating with ***** as to the status of the shipment. We will provide an update as soon as we receive any from *****. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.Initial Complaint
Date:12/06/2024
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 12/04/24 and my bank was charged the full amount of $314.34. I look at my account today, on 12/06/24 and I see two separate charges for $97.28 and $62.65. I ask them at their website chat what's going on and they tell me that those two charges are the parts coming out separately and that the initial charge will fall off within 3-5 business days. I'm not a business that can afford to absorb $314.34 for that long and now I'll still be charged for the remaining part and it will effectively overdraft my account. I get it that this is "standard business practice," but it shouldn't be.Business Response
Date: 12/12/2024
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 $314.34 on 12/4/24 and was captured/charged on 12/5/24 ($154.41), ($62.65) and ($97.28) 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, 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.
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