Complaints

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:08/07/2023

  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.

  This company operates as a non-stock parts intermediary with minimal inventory, essentially acting as a middleman. You can easily do the same ************ using just a smartphone and the internet. I canceled my order merely two minutes after confirming it, yet I was still charged a hefty 20% restocking fee for a part that hadn't even been shipped or in stock. The person I communicated with couldn't provide information about the supplier or the origin state, which seemed dishonest right from the start. I suggest considering other options instead.

  

  Business Response

  Date: 04/25/2024

  Hi *****,

  Thank you for your feedback we apologize for your frustration with our cancellation policy.
  
  I would like to address a few details in your complaint that don't align with our records or facts about our company.

  You had stated, ************* operates as a non-stock parts intermediary with minimal inventory" We have two warehouses in ******* and ***** and we ship parts directly from both, therefore your claim that we are a non-stock parts intermediary with minimal inventory would be inaccurate. We do also ship parts directly from our vendors/suppliers however we are open about that, it is mentioned on our 'About' page and we have also built and cultivated strong relationships with these vendors over the last decade. We work with people we can trust and we're not just finding you any part online as your complaint suggests. We also offer a 3 year warranty which you can't find anywhere else on a "smartphone or the internet" as you suggested in your complaint.

  You stated, "I canceled my order merely two minutes after confirming it, yet I was still charged a hefty 20% restocking fee for a part that hadn't even been shipped or in stock." which i would also like to address. You requested to cancel your order 3 days after it was placed. Our cancellation policy (which is located on the order confirmation and the website both clearly state that a cancellation after 2 hours may result in a 20% restocking fee.

  Return Policy page on the website states: 

   "***Any order cancellation requests after 2 hours of placing the order are subject to a 20% restocking fee upon return/refund."

   Order Confirmation (file attached) states:

  "If you need to make any changes to your order please email or call us within 1 hour of placing your order. Any cancellations after 2 hours are subject to a 20% restocking fee. "

  I urge you to make sure the information you are posting is accurate prior to posting about a business to live on the internet permanently. As a small family owned business, we work hard to give our customers quality products and customer service. 

  We do understand that you're frustrated with this situation and we're sorry. I believe if you knew the costs associated with cancelling an unfulfilled order you would have a little more understanding.

  Most companies would have shipped the merchandise and had you ship it back which is even costlier on your end. So, again, I apologize for your frustration however, we were simply adhering to our policy.

• Initial Complaint

  Date:11/03/2022

  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.

  On 9/12/22 I ordered an *** Module from carpartsource.com (order *****, $197.99). On 9/15, the part was delivered. When I attempted to install the part, I discovered they had sent the wrong part. The return policy on their site states that if you receive the incorrect part and, contact us within 30 days of receiving your item, we will ship at our expense a replacement for the defective or incorrect item and refund the cost of the return shipping after we process the return. "On 10/3 -- 18 days after I received the part -- I emailed the company to tell them they had sent the wrong part. Over the next 3 days, I exchanged emails with *********************, who indicated they were working on getting me a replacement part. He also asked me to send the part ID from the *** module currently on my vehicle -- a labor-intensive process that required me to remove several components from my engine compartment to get to the *** module. I told him I would attempt to get him the number that weekend. Unfortunately, I was traveling for work and was unable to get him the information that weekend. On 10/18, I emailed the part number to **** and received no response. I sent a follow up email on 10/19 and received no reply. On 11/1, I called the company and was told I didn't return the part within 30 days of delivery, so I was no longer able to exchange it for the correct part. I pointed out that I had notified them within 30 days, in accordance with their return policy, and that they did not send me any information on how to return the part. The person I spoke with just repeated that they would no longer honor the return policy because I hadnt returned the part within 30 days.On 11/2, I emailed **** to ask them to honor their policy. Later that morning I received an email from **** stating they would not be exchanging the part. I am now procuring the correct part through another vendor and would like to have them refund my money and any shipping fees I incur sending the part back.

  

  Business Response

  Date: 04/25/2024

  Hi ****, We appreciate your feedback and sincerely apologize for your dissatisfaction with you purchase experience from us.
  
  I would like to address your complaint as well as make things right between us. 

  I know you mentioned that our policy says contact us within 30 days of receiving your item, we will ship at our expense a replacement for the defective or incorrect item and refund the cost of the return shipping after we process the return. 

  It actually states the following, " If you are not satisfied, you may return your item within 30 days of the delivery date. This means we need to receive the merchandise back within 30 days of the item being delivered to you."
  
  We did receive the part back 3 days after your 30 days was up. We do understand that life happens and things get in the way and sometimes we can be late. For this reason, I wanted to apologize for being so strict on our policy. Unfortunately, our policies are often abused and we stuck to our guns in this instance when we could have been a bit more lenient. I also wanted to extend a 60% refund back on your original form of payment. Let us know if you would accept that and we will process that refund.