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:03/27/2025

  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 placed an order for some parts I need for a race and then when it was race day a week later I still hadn’t had anything I called in and was told it shipped. I still haven’t gotten it or notification of delivery or anything else besides the email from support of the shipping confirmation. I have reached out and spoken with management who is trying to help me investigate with *** but they’re *** representative isn’t doing their job because I’m suppose to be getting a call and they never call me. I showed the manger my calls and everything but they’ve yet to be able to resolve this. We’ve been communicating back and forth for weeks now. At this point I don’t trust the company and want my money back and will take my business elsewhere.

  Business Response

  Date: 03/31/2025

  On ******** the carrier, *** notated the package under tracking number ****************** was delivered and met customer with package. Customer contacted us on ******** stating the package was not delivered. We filed a claim with the carrier on ********. Claims can take 2-3 weeks to finalize with the carriers. On ******** Partzilla.com processed a full refund to customer, in the amount of $810.25 USD. The refund receipt has been attached above. 

  Customer Answer

  Date: 03/31/2025

  
  
  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. Although the representative ha told me previously the claim was denied and upper management had originally denied the refund since this report I have been properly refunded and will not take my business elsewhere. Never was me or the representative helping me told of any such timeline. They have good employees but bad organization/policies.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/04/2024

  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.

  July 29 2024 was the order date
  Partzilla sent the wrong part total bill 229.99 with shipping and tax
  Partzilla says they will refund 199.99 so I have to pay the overpriced shipping of $30 plus I have to pay to ship it back which is $10.
  They refuse to reimburse me for the shipping for their mistake
  They use some ridiculous system that harrassed the customer by not allowing attachments, or pictures, to their emails. I'm trying to show them the mistake they made. They "require" text for attachments which separates the information from the email. They texted me at 2:30 am and woke me up and I wasn't able to go back to sleep. What they asked for in that text is the information I already provided in the email. It's an absolutely harassing system ***** **** set up and it creates loss of sleep, health issues, harassment, and lost shipping funds for their mistake.

  Business Response

  Date: 08/06/2024

  The customer contacted us on 8/1, after business hours. The customer received our auto-reply advising that attachments were not accepted by our system via email. 
  
  We reviewed the email and reached out to the customer via on 8/2, to request the VIN information to determine correct fitment. There are multiple possibilities when the customer states they received the wrong part, to include the customer ordering the incorrect part. We advised the customer again that attachments could not be accepted via email. 
  
  The customer replied back on 8/3, stating he just wanted to return the part for a refund. Due to this, we initiated a return authorization. The customer emailed back in with profanity. The agent explained that return labels outside of the contiguous 48 states is not something we offer and offered to assist the customer with locating the correct part if a VIN was provided. 
  
  On 8/3, the customer emailed back in on a new email chain, copying multiple personal email addresses of members of management.
  
  On 8/5, a return label was provided to the customer.
  
  We typically do not send return labels for customers outside of the contiguous 48 states due to the high cost associated with this. Our typical protocol is the customer returns the order and provides a receipt for reimbursement. This is done after we verify the mistake made is on our behalf. 
  
  Our business operates on Eastern Time. We open at 8am. Agents respond to messages sent overnight while the business is closed, once we open for the day.

• Initial Complaint

  Date:05/02/2024

  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 bought a part from partzilla that was defective. Partzilla refused to refund or provide a resolution of any sort.

  Business Response

  Date: 05/02/2024

  This customer ordered this part first in *** of 2023. The first part received was reported as defective on  ***/2023. Partzilla sent a return label on ***/2023, and issued a replacement order for the defective part on *****2023 once the return label showed the return in transit. The replacement order was shipped on ****/2023, when the replacement part arrived in from the manufacturer. The customer did not report an issue with the replacement order for over 9 months, on ****/2024. ******* offers a warranty on their OEM parts of 30 days. Unfortunately, this part is well outside of the warranty timeframe, as well as Partzilla's 45 day return policy. Partzilla is happy to work with customers when issues are reported in a time manner.

  Customer Answer

  Date: 05/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Regardless of the timeframe I took to report it, doesn't change the fact that the part was defective. I was under the impression that the part I ordered was new. And it was not, it was a rebuild. That in itself is a deceitful trade practice. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:04/10/2024

  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 two expensive, fragile, spark plugs, paying for expedited shipping. The items were shipped in a flimsy plastic envelope. The cardboard boxes containing the plugs were flattened and the plugs were floating in the envelope. The electrodes are fragile, I will not put these potentially damaged plugs in my expensive motorcycle. I asked customer service to send replacements NOW and send an RMA for the return of the previously sent order. They wanted credit card info, I said I don't give it out, I use ****** to prevent fraud. Well, they couldn't do that. I indicated that they could bill a second time if the original order was not returned. This is what ****** does. No they won't do that. If I paid for expedited and Partzilla sent a damaged order and refuses to resend replacements in an expedited manner what exactly did I pay for? I paid for something I did not get and Partzilla will not make it right.

  Business Response

  Date: 04/16/2024

  Customer contacted us on ***, advising that this order was received damaged. Partzilla has offered a return label and replacement order. The return label is sent via email, and prompts an immediate replacement as soon as the return label is scanned in with *** as in transit (when the package is dropped off with ***). The customer refused to follow the return procedure and requested a new order be shipped immediately. As a courtesy, Partzilla offered to place a new order for the customer and issue a full refund on the damaged order upon return, the customer refused & stated that he was going to contact the BBB.  Partzilla is happy to make this right for the customer, however, we are unable to ship a free replacement order until the original order is in transit back to us. 

  Customer Answer

  Date: 04/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  1) Expensive And sensitive items were shipped in a flimsy plastic envelope. The onus is on Partzilla to correct this problem as the damage occurred due to their negligence;

  2) I paid for expedited shipping but as the items were damaged due to poor packaging "expedited" did not and will not happen - even had Partzilla acceded to my replacement request I would still be out the monies spent on expedited shipping.

  3) The initial order was placed on ***/2024 but did not ship until ****2024 and arrived in damaged condition on ****2024, a full week later. Apparently it took five days to find two spark plugs, listed as in stock, and send them out in a cheap plastic envelope.

  4) I was charged $39.90 for two damaged plugs, $4.69 tax and $12.95 shipping that was anything but expedited. As Partzilla customer service appears to be a misnomer I bought two of the same items from ******* paying $26.84 for the parts and $12.92 shipping on 4/10. The items arrived in a stiff **** Priority Mail cardboard box on ***** Undamaged.

  Partzilla is brutally slow, overpriced and apparently unwilling to take responsibilty for their actions.

  At this point, given the bureaucratic non-response, I expect nothing from these.individuals. I will absorb the loss, vote with my feet and alert others.

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

  Business Response

  Date: 04/19/2024

  Partzilla has offered the customer a full refund upon return of items or a free replacement order once damaged items are in transit back to our distribution center. Customer has rejected both offers. If customer would like a return set up to have the items returned for a full refund as he has purchased the items from a different company, our offer still stands. Once items are returned, customer will receive a full refund. 

• Initial Complaint

  Date:04/01/2024

  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.

  This was supposed to be a OEM product from *******. There were no markings on the box or any of the parts. The materials and fasteners were not comparable to OEM. And one of the fasteners was not even the correct size. I called for a resolution and all they would do is send another one of the same parts that does not work. I don't want to see company's get away with this sort of practice.

  Business Response

  Date: 04/02/2024

  All of our parts are OEM parts, the part for this order was specifically ordered in from ******* to fulfill this order. A full refund has been issued at this time, as a one-time courtesy. Please be sure to verify fitment prior to installation in the future. We do have Part Technicians available by phone, email, web messaging, and SMS to assist with an fitment verification in the future. Please note, the refund can take up to 3-5 business days to appear in your account.

  Customer Answer

  Date: 04/03/2024

  
  
  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:10/19/2023

  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.

  Purchased an in-stock item *****/23, no tracking or any update provided by ***** so I reached out to the company. They state system crashed ***** (after they should have shipped it out already) and they have no access to orders to check status or refund. I checked back again ***** and *****, still no help. I cannot get the item I purchased or a refund. They were quick to get payment though.

  Business Response

  Date: 10/23/2023

  We do apologize, the part purchased was not in stock at the time the order was placed *******. The part was due into our facility on ****** however, due to our network outage we were unable to view or process orders until the afternoon of ****** This order was shipped on ****** as soon as systems allowed. 

• Initial Complaint

  Date:06/26/2023

  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.

  Placed an order with partzilla
  Order# 11-5486870
  The photo on the website shows a different part than I received (photos attached)
  Customer service says I can return the product if I pay shipping.
  
  I don’t think this is a fair resolution.
  Why sell a part on your site if the picture of the part is totally different than what you are actually buying
  All I want is to be refunded for my shipping and the product and be sent a return label

  Business Response

  Date: 06/27/2023

  The part pictured and the part received are the same part, however, Partzilla has provided a return label for the customer to return this part at no cost to them. Customer has received this return label and utilized it to return this part. The tracking number for the return label is *******************

• Initial Complaint

  Date:05/11/2023

  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.

  Partzilla has been holding an order I placed on **** They advertised on there website the parts I ordered were in stock and available. I've spoken to 3 different representatives and every time I inquire about when the parts will ship the phone hangs up. They refuse to give a lead time on when I will receive my order and the order is over almost $400.00. I want there corporate number and this issue resolved.

  Business Response

  Date: 05/12/2023

  Customer's call was dropped due to bad reception on the customer's end. Our phone system reports which end of the call disconnects. Our agents did not disconnect any of the customer's calls. Customer has been sent several emails regarding the status of his order. Most recently on the ***** ***** *** ***** Customer ordered out of stock items. This is notated on the product page and again at checkout.
  
  

• Initial Complaint

  Date:04/28/2023

  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.

  Placed an order to ****** and they failed to include the required documents to cross the border so my order was returned to sender. They refunded me everything apart from shipping...took 2 weeks and several calls and live chats to finally get my shipping refunded as this was no fault of my own. Then, I noticed due to the difference in exchange rates from day of purchase to day of refund I'm missing about $40 which they refuse to reimburse even though this whole thing is their fault. So this whole ordeal cost me money and I got no product in exchange. Then they tell me that if I want the parts I need to place a new order...Terrible customer service.

  Business Response

  Date: 04/28/2023

  All of our international shipments are shipped with the export documents attached. Occasionally, the documents are separated from the package in transit. When this happens, the carrier typically reaches out to us to obtain a copy of the export documents. Unfortunately, in this case, there was no such request from the carrier. Due to this, the package was returned to us. We ship and receive thousands of packages each day and are unable to reship returned packages as they are processed immediately upon reaching our Returns Department. As we are a US based company, we operate in USD. Unfortunately, we do not have control over the exchange rates. We are unable to reship parts once they have been refunded, therefore, requiring a new order to be placed. A discount on the order was offered via the customer's review on *************** if the order is replaced.

• Initial Complaint

  Date:03/07/2023

  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 placed order # ********** on ******* for a total of $73.17. At the time of the order, the website showed the parts were in stock. On *******, a week later, the order status was still 'preparing order,' I contacted the help line and was told the items were not actually in stock, but would be on ******* I was told I could wait until the parts were available or request a refund. Obviously, i need the parts because I made the order, so I elected to wait. It is now ****** and the order status is still 'preparing order.' I contacted the help line again and received no response this time.

  Business Response

  Date: 03/08/2023

  Good Afternoon, 

  The customer was notified via email on ******** that the manufacturer has updated ETA dates and the package had been shipped from our distribution center on ******** with *** tracking: 1Z3756YVYN04728485. The package is currently in transit with the carrier and Estimated delivery Tomorrow, ***** ** by 7:00 P.M.

  Customer Answer

  Date: 03/08/2023

  
  
  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,
  
  
  
  ***** *******