Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Parts Geek LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 785 total complaints in the last 3 years.
- 334 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:01/20/2024
Type:Sales and Advertising IssuesStatus: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.
PART GEEKS had the wrong description on a item so it did not work with my vehicle so I followed all there directions on returning the items I ordered that were never installed so brand new . Even though there discription of the part was incorrect. I had to pay return shipping now it has been over a week the item has been dropped of to them and still no return has been initiated I go on there website to look up the status of my return and all it says is that it can't be found so I will never be ordering from this website again.Business Response
Date: 01/22/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 1/8/24, *** ****** placed an order for SKU: *********** - 2003 ********* ********* **** Ignition Coil Kit.
Based on our records, they set up a return on our website on 1/11/24 as "Bought by mistake" which does not qualify for a return label.
For issues caused by Parts Geek, we issue return labels for our customer's to return the part back at no expense, however, we did not receive any correspondence from *** ****** regarding any issues on this order which is why they were not issued a return label.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.Initial Complaint
Date:01/18/2024
Type:Product IssuesStatus: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 Saturday January 6th 11:31 pm arizona time, I place a order some cv axle for my 2010 ***** ***** for $158.34. On January 12 I called to ask why I haven't received tracking info on my purchase. The gentleman on the call said that I need to wait till January 13th to escalate and submit a ticket on why I haven't received a tracking info. So I called on Saturday the 13th and they submit a dn escalated the ticket and was sent to the warehouse. And would need to wait 24-48 hrs for a response from warehouse. So Tuesday the 16th of January I chatted with a online chat person they investigated and put Submitted another ticket and was going to be expedite to the warehouse and would need 24-48 hrs to get a response from warehouse again. At that point on January 17th I ask for a full refund and was going to take my business some where since I bought from them before. So when I ask for my refund they have to submit another ticket for the warehouse to investigate and get back to me with a response. From the look of it the warehouse is not doing there job and as fast they took my money its like pulling teeth over there just to get response back. My order # is ************ just want my money back and I will NEVER purchase have from them again.Business Response
Date: 01/19/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 1/7/24, ****************** placed an order for SKU: ********* and ********* - 2010 ***** ***** CV Axle Assembly due to an issue with the warehouse and the carrier, the parts were not delivered to ****************** and after reaching out to the warehouse they confirmed that the order was canceled and a refund has already been issued as of today 1/19/24.
The refund will be processed back to ********************** account in 2-4 business days.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.Initial Complaint
Date:01/16/2024
Type:Product IssuesStatus: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 strut and shock kit for a 2011 ****** ***** and they sent two passenger side struts for the front end. I called them and told them what happened and they want me to send everything back on my dime. All I need is a driver's side strut. I don't need to send everything back but the one extra front passenger side strut. I need a driver side strut, not two passenger side strutsBusiness Response
Date: 01/19/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 12/26/23, ********************** placed an order for SKU: ******** - 2011 ****** ***** Suspension Strut and Shock Absorber Assembly Kit and other parts, but reported to us that they received an incorrect side strut since both of them were for the passenger side.
A return has been submitted in order for ********************** to send the part back to us for a full refund including a return label which will be sent to their email in 24-48 hours.
Unfortunately, we do not have a return or exchange program in place and all parts must be sent back to us for a full refund.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.Initial Complaint
Date:01/15/2024
Type:Product IssuesStatus: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 taillight for a 2019 ****** with the right part number, what I got was for something else with a totally different plug. Per their customer service they have no idea why it was wrong, was told to send it back, Paid $35 in shipping back to them, sat at the warehouse for 10 days, now they're telling me the headlight is broken. I didn't even unbox the thing, saw it was the wrong plug and sent it right back in original packaging. Will not refund for their mistake.DO NOT ORDER FROM THEM, CROOKS AND WILL STEAL YOUR MONEYBusiness Response
Date: 01/19/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from **.
On 12/12/23, ************ placed an order for SKU: ************* - 2019 ******** ****** Tail Light Assembly in which they reported was incorrect for their vehicle.
Our warehouse received the return, but during inspection, it was found that the Tail Light was damaged which is why it was denied by our warehouse.
As stated on our return policy, part returns must be in resalable condition which means it must not be damaged.
This was sent back to ************ by our warehouse and at this point a chargeback was filed by ************ which is currently being investigated by ******.
Due to the chargeback, we can no longer comment on the issue and ************ is required to work with ****** for a resolution to the chargeback filed.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.Initial Complaint
Date:01/10/2024
Type:Product IssuesStatus: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 was having work done on my vehicle that included sway bar links and control arms. There was an offer for a package that included the shocks and struts which I knew would be needed in the near future once Winter arrived. I took my vehicle in today and found out that one of the shocks sent doesn't belong to my vehicle leaving me without. The shop had to order another shock so I wasn't driving around with only one good one. I called the company and the girl was understanding and sent me a link to process the return of the piece. Once I went through the process a prompt came up saying I was not eligible for a return. I would not be upset had it been my mistake or I no longer needed it. But I did need it, was inconvenienced and had to pay for a replacement because the company sent me the wrong part. There is no way I can "resell" the item since I have no idea what kind of vehicle it belongs to.Business Response
Date: 01/19/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 1/4/24, **. ***** placed an order for SKU: ******** - 2011 ***** ***** Shock Strut Coil Spring Sway Bar Link Kit which includes multiple parts bit on 1/8/24, **. ***** reported that one of the shocks from the kit is incorrect.
For kit returns, we require the entire kit to be returned and not per piece which might be the reason why **. ***** was not allowed to open a return on our website.
If **. ***** is able to return the entire kit in resalable condition (Not used/installed), we would be able to help arrange a return so he can get a refund.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.Customer Answer
Date: 01/27/2024
The kit that was sold to me did not contain all of the pieces necessary to complete work; it contained an unusable piece, since I could not leave my vehicle there in the garage after having all of the pieces taken off of the vehicle, repacked and partsgeek sending me the complete kit, with proper fitting pieces, it was in my best interest to replace the piece that is unknown what type of vehicle it even fits.Initial Complaint
Date:01/10/2024
Type:Product IssuesStatus: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 parts for my car. Even though it is a small amount of money, they shipped me parts that do not fit. On their website, they stated they don't reimburse for return shipping regardless who is at fault! What type of business does that! Shipping back would cost 3/4 of the total cost. They purposely make it difficult so that a customer loses money trying to seek satisfaction.Business Response
Date: 01/19/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from **.
On 12/28/23, ************ placed an order for a total of two (2) SKU: **** - 1998 ***** ******* Hood Strut but reproted that they do not fit their vehicle.
While our website does state we do not issue return shipping reimbursments regardless of the party at fault, there are instances where we provide return labels such as if this was proven to be an issue caused by Parts Geek.
A return label has been issued for this order which ************ should receive in 24-48 hours to their email.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.Initial Complaint
Date:01/03/2024
Type:Service or Repair IssuesStatus: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.
My package was held by a neighbor initially, unknow to me , I filed a missing package report to ****** , I have since removed inquiry having received package but deliver came from third party and was incomplete . Parts Geek refuses to address either core return RMA or missing item , stating a backcharge must be lifted first . It has been so as of 12/25/2023 the core return window is 30 days for core returns and is soon expiring . They refuse to address any concerns !Business Response
Date: 01/10/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 12/16/23, ****************** placed an order for the following items:
SKU: ******* - 1988 ***** ****** Electronic Control Unit (** *******)
SKU: ****** - 1988 ***** ****** Fuel Cutoff Relay (*****)
Which were both reported by the respective carriers that handled them to be delivered to the address on file on the order that ****************** provided us when they placed the order online, however, on 12/24/23, they filed a Charge back with ****** regarding the order not being delivered and upon further review by ******, they sided with Parts Geek and closed the case.
For Charge back issues, ****** requires all parties to do all correspondence regarding the issue through their platform which is why we notified ****************** that they must work with ****** in order to resolve the case.
A return has already been submitted for the core return for their order and the instructions were sent to their email on 1/9/24, once this is received, a refund will be issued within 3-5 business days subject to the return guidelines posted on our website and on the return instructions.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.Initial Complaint
Date:01/03/2024
Type:Product IssuesStatus: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 2 shocks through partsgeek.com 22 Nov. 2023 for $1278.71. I immediately returned them both as one was not working properly and the other was darker in color and didn't match the original shocks.On 8 December 2023 I was refunded $606.49 and was told I didn't receive the full refund because I didn't return them in separate boxes to separate locations. I returned both shocks in the same box in to the same location and placed both RMA documents in the box.I was told I would receive a phone call from a manager, but didn't get a call nor did I receive a follow up email after that. I am owed $672.22Business Response
Date: 01/10/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 11/21/23, ****************** placed an order for SKU: ******** - 2018 ********* ******** Shock Absorber (** *****) Qty. 2
Both items were shipped from two separate locations and was delivered to the address on file, however, ****************** reported that both items were defective which is why a return was submitted for both Shocks and an email which includes the return instructions were sent over to their email on file, unfortunately, ****************** sent one of the shocks to a different location than what was stated on the order which is why it was denied.
As stated on our website, How Do I Return a Part or Core?
(DO NOT SEND RETURNS BACK WITHOUT AN RMA NUMBER) We have a 30 day return policy. All parts and cores must be returned within 30 days of purchase with a valid RMA number. We do not accept any returns after 30 days, no exceptions. To obtain an RMA number, you can go to Manage My Order and enter your email address and order number or you may submit a support ticket above within 30 days of purchasing your product and we will email you an RMA (return merchandise authorization) number with instructions. Returns can't be accepted without an RMA Number.
IMPORTANT: Please be aware that you might receive multiple RMA numbers if you are returning multiple products. It is very important to return items to their correct return location with the correct RMA#. If products are returned to an incorrect location, credit will not be issued or significantly delayed.
As of today, 1/10/24, a Charge back is open for this transaction that ****************** filed with their financial institution which is now preventing us from commenting further on the matter as this is now being investigated by their financial institution waiting for a resolution.
We would advise ****************** to directly coordinate with their financial institution for resolution regarding this issue.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.Customer Answer
Date: 01/10/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
I returned both items in the original packaging I received it and placed both RMA forms inside the box. 2 shocks, 2 RMA forms were returned but I was only refunded for one shock. I was patiently waiting for them to get to the bottom of the return situation and refund the money for the second shock, but that didn't happen. I was waiting to be called by a manager as I was told via email, but that didn't happen. 10 days after that phone call was supposed to happen, and I still hadn't received a full refund, I contacted my financial institution. I have zero shocks and you have 2 returned by me. That shouldn't cost me almost $700.Regards,
***********************Business Response
Date: 01/11/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
Unfortunately, as mentioned on our previous response, since the part was not returned to the correct return location, the refund was denied.
Due to the chargeback filed by ******************, we can no longer comment on the issue and we are required by ****** to work with them to resolve the issue.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.Initial Complaint
Date:01/03/2024
Type:Product IssuesStatus: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 a timing kit TKT-*** for my 1999 ***** ***** and they sent me TKN-***. I started a return process but due to work was unable to return it at the *** ** store within the allotted time. I called to receive the difference in price and I was told they will not do it I'm out of luck. I want to be refunded for the difference in cost and taxes. Thank you for your time.Business Response
Date: 01/10/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 11/18/23, ****************** placed an order for SKU: TKT-*** - 1999 ***** ***** Timing Belt Kit (*****) but reported on 11/22 that the part they received was wrong which is why we issued an RMA Number for them to return the part.
The part was not returned within 30 days which is why they were initially denied a refund.
As stated on our website, How Do I Return a Part or Core?
(DO NOT SEND RETURNS BACK WITHOUT AN RMA NUMBER) We have a 30 day return policy. All parts and cores must be returned within 30 days of purchase with a valid RMA number. We do not accept any returns after 30 days, no exceptions. To obtain an RMA number, you can go to Manage My Order and enter your email address and order number or you may submit a support ticket above within 30 days of purchasing your product and we will email you an RMA (return merchandise authorization) number with instructions. Returns can't be accepted without an RMA Number.
However, in good faith with the BBB and ******************, a refund has been issued for the part they received which should have already reflected their payment method within 3-5 business days.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.Customer Answer
Date: 01/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*******************************Initial Complaint
Date:01/02/2024
Type:Product IssuesStatus: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 parts kit for front suspension. One axle came broken. The other parts were installed. Parts geek is telling me I have to return all the pieces in order to get a refund for the one part that was bad.Business Response
Date: 01/10/2024
Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
On 12/14/23, **************** palced an order for SKU: ******** - 2008 ********* ********* **** Axle Wheel Hub Control Arm Kit (Autopart Premium) and another part.
They reported on 1/2/24, that the kit they received had a damaged CV Axle in which our team immediately issued an RMA Number for the kit to be sent back for refund.
Unfortunately, we do not issue replacement parts and for damaged parts and they must be returned to get a refund.
Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.
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