Complaints

This profile includes complaints for Parts Geek LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Parts Geek LLC

  Doylestown, PA 18902-6612

  
• 

  Parts Geek LLC

  1 Oxford Valley Ste 850 Langhorne, PA 19047-3318

  
• 

  Parts Geek LLC

  3900 Mechanicsville Rd Bldg 7 Suite 213 Doylestown, PA 18902-1669

  

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:02/14/2025

  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 contacted this office of BBB because Parts Geek has a location at **********************************. I ordered a *** valve from the Parts Geek online site on 1/24/25. See order in attachments. My vehicle is a 2014 ****** Impreza. The website showed one option. I bought it. It is the wrong PCV valve. It is for a 2.5 liter engine. 2014 Imprezas only came with a 2.0L engine. There is NO SUCH THING AS A 2.5L IMPREZA. The WEBSITE IS INCORRECT. There is however an Impreza WRX, a high performance sports car, with a 2.5L engine. I checked the *** valve for that car has a different parts ********* costs: PCV valve: $23.97 Shipping: $10.29 Service charge: $2-95 Tax: $1.50 Total: $38.71 Return shipping: $8.65 New Total: $47.36 I called Parts Geek, which took several tries speaking to the wrong person and spending an eternity on hold. I was told by **** to return the part per instructions to their location at **********************************. I did exactly as told. I sent it back (via **** for $8.65) on 2/10, well within the 30 day return policy. Today, 2/14, I received an email response of a refund for $23.07 See attachment. This is less than the cost of the part. I replied with an email on 2/14, today. See attachment. I got an email response today that that the 'ticket has been closed and can no longer accept replies'. See attachment. I called the company several times. I was on holds that lasted over an hour each. When someone came on the line, they would hang up the next second without a word. I received one call back that also hung up when I answered the phone. "Hello, Hello, Hello" "Click". This is extremely frustrating. I finally got a supervisor named *******. He told me that I did not reply in a timely fashion within a 4 day window and that the warehouse had already made a final determination and that the matter was closed. We are still within the 30 days per the return policy. Extremely frustrating! ******** customer service.

  

  Business Response

  Date: 02/18/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/24/25, *** ******** placed an order for SKU: SU1416616 - 2014 ****** Impreza PCV Hose (APA/URO Parts), however, they reported on 2/10/25 that they received an incorrect part.
  After going through their details to investigate what happened, our team found out that *** ******** has a '14 ****** Impreza Premium 4WD with 2.0L Engine.
  Based on the listing requirements which was from the manufacturer, for '12-'14 Impreza's it is only compatible with 2.5L H4 Engine which is different from what *** ********.
  Unfortunately, for parts purchased incorrectly, while we can accept them back for a refund, return labels and the return shipping cost cannot be issued and non-refundable, as well as the 10% restocking fee applies.
  Please see the attachments below.
  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: 03/27/2025

  I dont want to beat a dead horse here, but this company has really got me angry.  Its not about recovering money.  The difference is $15.64.  This complaint is about horrible customer service, a horrible return policy, and blatant s******* the customer" .   I hate to rehash everything but I feel I need to..
  
  - On 1/24/25, I needed a simple part for my car, a 2014 ****** Impreza with a 2.0 Liter engine.  A *** valve.  The Parts Geek website showed only one option for a 2014 ****** Impreza.  Now, a ****** Impreza ONLY CAME WITH A 2.0 LITER ENGINE.  There is no such thing as a 2014 ****** Impreza with a 2.5 Liter engine.  It does not exist.  I ordered the part shown.  It was delivered on 1/27/25.  .
  - The cost was as follows: Part:  $23.97
  Shipping & Handling: $10.29
  Service Charge: $  2.95
  Tax: $  1.50
  Total: $38.71
  - The part arrived and it did not match the part on my old engine.
  - Around 2/3/25, I called Parts Geek.  I waited nearly an hour on hold to speak to someone.  I spoke with ****.  I explained that their WBSITE IS IN ERROR and that they show the wrong part for my car.  He said I ordered incorrectly, it was my mistake, and ordered a part for a 2.5 liter Impreza.  I explained that there is no such thing as a 2.5 liter Impreza.and that is the part they show for my car.  **** said he would send me an email with return instructions and my claim would need to be reviewed.
  - On 2/10/25, a week later, I had not received anything.  I called Parts Geek again.  I waited another hour or so on hold and eventually I spoke with ****** and **** again.  I explained everything again.   He said he would send me the information again, and he did.  I received this email on 2/10/25
  - On 2/10/25, I mailed the part back to Parts Geek with a letter.  (SEE BELOW - Letter Parts Geek 021025)   I followed the return instructions carefully using the post office and not ***** or **** and included a code number on the package as directed.  The return postage was $8.65.  
  - On 2/14/25 at 8:26 AM, I received an email explaining a refund.  (SEE BELOW - first email)  The Refund Details shows that I would receive the part price of $23.97 plus the $1.50 sales tax, but the total is $23.07.  If you subtract 10% from $23.97 you would get $21.57, plus $1.50, you get $23.07.  So they did charge me a 10% restocking fee, even though they didnt note that.  They also did not reimburse the service charge of $2.95 or the shipping, or the return shipping.  BUT THIS WAS THEIR MISTAKE NOT MINE, so I believe I should be reimbursed for all costs.
  - On 2/14/25 at 11:25 AM,  I sent Parts Geek an email response.  (SEE BELOW - second email)   I explain everything again!.  
  - On 2/14/25 at 11:31 AM I receive an email explaining that the ticket  is closed.  (SEE BELOW - third email).
  - On 2/14/25 I called Parts Geek again.  I waited around and hour on hold again, and I spoke with *****.  I explained everything again!  This was getting nowhere.  I asked to speak with a supervisor.  I was on hold again for another hour, so I eventually prompted the system for a call back.  About an hour or so later the phone rang.  I said Hello, Hello!, then click they hung up.  I called again, and waited another hour, then someone answered and hung up without saying a word.  I called AGAIN, and waited 1 hour 36 minutes, then a very nice woman answered and said the supervisor was on break and that he would call me back.  I got a call back from ******.  ****** said that I did not respond within a 4-day window and that my opportunity to dispute the decision of the warehouse had passed by, and that the decision of the warehouse was final.   BUT THIS WAS THE SAME DAY I GOT THE ***** DESCRIBING THE REFUND!
  - On 2/16/25 I wrote the letters I sent to the **************************** in ******** and ************, to the President or CEO in ******** and ************, and contacted the Better Business Bureau.  (SEE BELOW - Letter Parts Geek 021625A).  Even though the addresses for **************** and the President/CEO are the same, one letter came back as Undeliverable.  Why?  What kind of games are these people playing?  
  - I dont recall the date, I received a call from someone named ******.  He explained that I would be reimbursed for everything.  I would be fully refunded on my credit card, except that return postage, of $8.65, would be sent as a check to me.  He was very nice, he apologized, and said I can call anytime and just ask for ******.   Well.  Only $23.07 was refunded on my credit card and I did get a check for $8.65.  So I am still short, $2.40, plus shipping and handling at $10.29, plus service charge of $2.95, for a total of $15.64.   I tried calling George  I waited over an hour and a half on hold and opted for a return call.  Instead I got an email explaining their return policy to me.  
  - I have not tried contacting them again.  I dont know if I have the energy for it.  
  - I apologize for missing your email sent on 2/19/25.  I get around 100 emails per day.  I had deleted it with all the others.  When I received your email on 3/1/25 I looked in my trash and found it.  Upon reading it I found the following that angered me again.  They stated the falsehood that I made the error by purchasing the wrong part for a 2.5 liter engine instead of for a 2.0 liter engine.  They further stated their return policy that they do not reimburse shipping costs and charge a 10% restocking fee.  THIS IS TOTALLY INCORRECT.  THE 2014 ****** IMPREZA ONLY CAME WITH A 2.0 LITER ENGINE.  THIER WEBSITE IS IN ERROR.  ****** did not reimburse me everything.  And I have been back to their website and the *** valve shown for a 2014 ****** Impreza is now different.  So they fixed it, but will not reimburse me for their error.  
  
  So, my wanting to reopen this claim is to set the record straight.  Im a retired person.  I dont need companies abusing me and taking (or stealing) my money as they wish.  
  
  1.  The error was theirs.  Their website was in error.   They need to accept that and the responsibility to reimburse me in full.
  2.  Their customer service is horrible.
  3.  Their call system needs improvement.  I waited and hour to an hour and a half every time I called.
  4.  Even when I got through to them their regard for their customer, their respect for their customer, is inexcusable.  They made up policies as they went along, they hung up phone calls after waiting an hour or longer without even saying Hello", and they lied.  
  
  Obviously I wont do business with them again.  I will tell others too.  Something should be done about them.  
  
  Thank you for listening to me.  I appreciate anything you can do.  If you have any questions please contact me.
  
  ***** J. ********

  

  Business Response

  Date: 03/31/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  Upon further review of the $2.40 charge that Mr. ******** brought up, we found out that this is a restocking fee that was billed since their return was set up as bought by mistake/ordered wrong.
  
  This has since been corrected and the remaining refund will reflect their payment method within 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:02/13/2025

  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 A PART IN A DAMAGE BOX. BEING UNABLE TO RETURN IN ORG BOX I TRIED SIX TIMES TO CONTACT CUST SVC. TWO OF THESE WERE BY PHONE WHERE I SPEND SIX HOURS ON HOLD. THEN ASKED FOR A RETURN CALL WHICH I AM STILL WAITING FOR. I WANTED TO ASK IF IT IS OK TO SEND BACK IN A DIFFERENT BOX? DUE TO THIS TERRIBLE CUSTOMER SERVICE AND SENSE OF URGENCY, IT TOOK ME OUTSIDE OF THE NORMAL TIMELINE FOR RETURNS. WHEN I FINALLY GOT TO SPEAK WITH SOMEONE THEY REFUSED TO TAKE MY RETURN AND I AM JUST STUCK WITH AN ALMOST $400 DOLLAR PART THAT IS INCORRECT. EVEN AFTER I LOOKED IT UP WITH THE *** NUMBER AND WAS GUARANTEED, ACCORDING TO THEIR WEBSITE, THAT IT WOULD FIT. COMPANY SEEMS TO HAVE VERY GOOD RATINGS IN EVERYTHING BUT RETURN PROCESSING. I HAVE SPENT A LOT OF MONEY WITH THIS COMPANY IN THE LAST SEVERAL YEARS AND I WANT A REFUND AND THE ABILITY TO RETURN THIS PART. PLAIN AND SIMPLE. I DO NOT FEEL I DID ANYTHING TO WARRANT THIS KIND OF DISRESPECT AT ANY POINT DURING THIS TRANSACTION.

  

  Business Response

  Date: 02/17/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  Upon reviewing the details provided by Mr. ************ we confirmed that the order in question is under Order Number: 18-161282385 which was purchased on 12/10/24 for SKU: ********* - 2003 *** 330Ci Headlight Assembly (Action ******************************* reached out on 2/13/25, our **************** Team explained our return policy to them and unfortunately, given the time frame that elapsed (more than 60 days), we were unable to accept the return for the part they purchased.
  As stated in our website, How Do I Return A Part?
  Eligibility for Returns:
  Return Window: Items must be returned within 30 days of delivery. No exceptions.
  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: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 ordered a part for my mother in laws car. The wrong part was sent. I went to send it back and they refuse to pay for the return shipping label. They put me on hold for 45 minutes before I hung up. I did an online chat with someone who refused to help me.

  

  Business Response

  Date: 02/13/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/14/25, Mr. ***** placed an order for SKU: HD608-B000L - 2013 ***** Accord Tail Light Assembly (Halogen) and notified us that they received an incorrect part on 2/12/25.
  A return was opened, but no return labels were issued since during the investigation of the issue, Mr. ***** confirmed that they have LED Tail Lights and not Halogen which makes the part they purchased not compatible with their vehicle.
  Unfortunately, as stated on our website, Returns are prepaid by our customers and return labels can only be provided on certain scenarios where Parts Geek was the cause of the issue, but due to this being bought by mistake, we were unable to provide a label.
  As for Mr. ******* experience with our **************** Team, we have forwarded this to our relevant internal teams to review the actual call that took place and to ensure proper coaching and feedback is provided to the people involved at the time of Mr. ******* call.
  A refund will be issued within 7 to 10 business days once the part is received back at our return location.
  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: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 ordered parts for my ************* and they sent the wrong thing and will not even act like a human being and contact me back took $200 from a man that is on fixed income

  

  Business Response

  Date: 02/13/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 12/14/25, Mr. ***** placed an order for SKU: APBRPS413PG - 2008 Mercedes E350 Brake Pad and Rotor Kit and SKU: ******* - 2008 Mercedes E350 Brake Pad Sensor Kit.
  We have not received any correspondence from Mr. ***** until 1/28/25 which is already outside of our returns allowance of 30-days which is stated on our website,
  How Do I Return A Part?
  Eligibility for Returns:
  Return Window: Items must be returned within 30 days of delivery. No exceptions.
  Unfortunately, due to the elapsed time frame (almost two months from the date of order), we can no longer accept the parts back.
  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:02/11/2025

  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.

  Bought a part from parts geek the order was lost in the mail and they refunded me $2 of the $50 that I paid for the part. When I called and emailed they told me they would have to open and investigation it would take 7-14 days and all I keep getting from this is they are still investigating. Its been past the ********************************************************************************************* Im tired of getting the run around from them. The pet was ordered on Jan 6.

  

  Business Response

  Date: 02/13/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/6/25, Mr. ***** placed an order for SKU: 036-2067 - 2015 ***** Accord Valve Cover Gasket Set (**** Arnley) which was shipped by our warehouse under *****  9400111899560418906700.
  We were notified by Mr. ***** on 1/22/25 that they still have not received the package and after further investigation, it was confirmed that the carrier which was **** has lost the package and a tracer claim was filed.
  Unfortunately, Parts Geek does not have control over the tracer claim as it's solely conducted by the carrier and the normal turn-around time for claims such as this one is within 14 business days.
  However, in good faith with the BBB and Mr. ****** Parts Geek has issued a refund in advance while we are waiting for the results of the claim and the refund should reflect their payment method within 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:02/11/2025

  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.

  On January 8, 2025, I ordered via ****************************** front and rear brake pads and rotor kits for my 2019 *** 530i. During the ordering process, I input on the website the vehicle identification number (***) for my 2019 *** 530i, as spelled out by Parts Geek Chat Now! ***************** Now!, a pop up on Parts Geek website, states Welcome to Parts Geek. Want to get the correct/right parts? Share your *** with us and let us do the job for you! I received order confirmation on January 8, 2025 that my order was received parts geek order # ************.My order was delivered and received by me on January 12, 2025.On January 31, 2025, the mechanic informed me that the parts he had did not fit my 2019 *** 530i vehicle. I called parts geek at ************** and informed a male parts geeks representative of what I had ordered and the parts I received do not fit my 2019 *** 530i vehicle. He informed me that it was the parts I ordered. I informed him that the *** for my 2019 *** 530i was given/input when I ordered the front and rear brake pads and rotor kits for my vehicle. The parts were ordered based on the *** for my vehicle. The parts geek representative stated, so you ordered the wrong parts, I said no, that you all sent me the wrong parts because I gave you the *** for my vehicle.PARTS RETURNED February 7, 2025 The front and rear brake pads and rotor kits for my 2019 ***i were returned on February 7, 2025 under two (2) separate shipping labels.The Front/Rear Brake Pads and Rotor Kit were mailed to:Attn: # PG116987089A Front Attn: # PG116987089B Rear Parts Geek ********************************************** I was also informed by the parts geek representative that I will be charged a 20 percent restocking fee and that I did not qualify for a return label because I ordered the wrong parts.I had to pay for the return shipping because Parts Geek filled the order for my 2019 ***i incorrectly and/or by mistake.

  

  Business Response

  Date: 02/13/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/8/25, Ms. ****** placed an order for SKU: 4502-31248 and 4502-31136 (Dynamic Friction) - 2019 *** 530i Brake Pad and Rotor Kit, however, they reported on 1/31/25 that the part they ordered was incorrect and will not fit their vehicle.
  During our investigation, we confirmed that an incorrect part was ordered since they have Standard Brakes and the part ordered are for M-Sport Brake equipped model which their vehicle doesn't have.
  Unfortunately, as stated on our return instructions, our customers will be responsible for the return shipping costs of parts that were bought by mistake.
  Once the part is received back we will make sure a refund is issued in 7 to 10 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:02/10/2025

  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.

  Input all info on my car in website. Ordered rotor and brake pads which says exact fit. Once it came in i took rotor out only to realize the part they sent was not correct. Got in their help chat which they state send it back for a refund. I paid 40 dollars to send it back only for them to say rptor was installed because it had a few stains on it when i was trying to match part and refund was denied. Was never installed or anything. Dont really need to explain much as this is not only happening to me but based on their reviews everyone. If you will not give me refund on that part, there is another rotor and set brake pads that was in box that i will need refund.

  

  Business Response

  Date: 02/13/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  On 1/28/25, Mr. ***** placed an order for SKU: BKA12706 - 2014 Dodge Grand Caravan Brake Pad and Rotor Kit which was delivered under **** 1Z7031W70340295523 on 1/31/25.
  
  However, on the same day, a return was opened by Mr. ***** on our website under "Bought by mistake/Ordered wrong in which the part was sent back to us and received by our warehouse, but during inspection of the said return, our warehouse documented signs of usage on the rotors included on the kit which is why the return was denied.
  
  In reference to the said denial, we are attaching photos for reference to show the rotors we received.
  
  Unfortunately, as stated in our return policy, the parts must be in resaleable condition and since the rotors were mounted/installed, we can no longer accept the return and issue 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.

• Initial Complaint

  Date:02/06/2025

  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.

  We ordered a set of rear struts for a 2009 **** ***** x, when the parts arrived, they arrived in seperate boxes. one box was opened and confirmed part was correct. work began on the customers vehicle and the driver side rear strut was installed. work began on the passenger side to realize when we opened the second box the complete wrong part was in the box. they shipped one correct and one incorrrect. when reaching out to customer service they suggested that we uninstall the correct part, return as a set and they would refund the cost of the kit. An acceptable solution with the customer in mind would be to apologize, get the correct part shipped out to us as soon as possible and send a prepaid shipping label to return the incorrect part. parts geek has made this whole thing so much harder on us than it needed to be. the pricepoint may be slightly lower than most other sites but when dealing with an issue like this you will understand why they are so much cheaper. as a owner of a small business for 11 years and running i have dealt with many part suppliers and come accross many issues similiar in nature. NEVER have I dealt with such a dismisive customer service team. ABSOLUTE HORRIBLE SERVICE.

  

  Business Response

  Date: 02/13/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/29/25, Mr. ***** placed an order for SKU: DBT-030-***** - 2009 **** Taurus Strut Assembly Kit (Drivebolt), however, they reported one side of the kit was incorrect and they will not be able to return both.
  Our **************** Team explained to Mr. ***** our return policy that requires the entire kit to be sent back in order for them to receive a refund, while it was not initially accepted by Mr. ****** they agreed to send everything back and we issued a return label for them to be able to send this back.
  Once this is received by our return location, this will undergo inspection and processing before any refunds can be issued in which it will take 7 to 10 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:02/05/2025

  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.

  Order date January 10, 2025 Order number: ************ Total: $435.52 Return cost: $37.10 I ordered auto parts from ************************** amounting to cost listed above. Parts geek failed to send parts as ordered. **** sent me one incorrect part.I used their website for the return process and followed their instructions.Their return instructions request their RMA number and a tracking number to be provided on return package. In no instance did parts geek provide me with a return shipping label nor was I given the option.The return cost me $37.10 due to a mistake made on their end.I reached out to parts geek and after many days of trying to make contact was contacted by a customer rep. **** denied being able to refund shipping. I asked for a supervisor.I was contacted by ***** who stated only a partial refund of $9 could be provided. The issue was escalated to a manager who stated that policy has changed and no refund would be ********* reporting this negative business practice. **** need to refund me my return cost and be reviewed with a negative rating due to poor business ethics.

  

  Business Response

  Date: 02/11/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 1/10/25, Mr. ******* placed an order for multiple parts including the part in question that was returned (SKU: 45A0800 - 2004 ****** Tacoma Tie ********* AC Delco)
  A return was opened by Mr. ******* for the part on 1/22 due to the part being incorrect.
  It was received and refunded by our warehouse on 2/3/25, however, Mr. ******* reached out on 2/4/25 requesting for a refund for the return shipping costs they paid for the part.
  While we do not refund return shipping costs as stated on our return policy, we offered Mr. ******* a refund of $9.46 which is the cost when we issue a return label.
  Should Mr. ******* wish to proceed with this, they can let us know on the open **************** Ticket.
  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: 02/20/2025

  [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: 22905713
  
  I am rejecting this response because: Parks geek did not provide me with a return label. They required tracking for returns. Additionally parts geek originally made the mistake at the warehouse and sent me the wrong part. It cost me time, money and stress. Not being able to drive my vehicle.
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 02/25/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We're sorry to hear that Mr. ******* does not agree with our resolution to the issue.
  
  Unfortunately, as mentioned in our previous response, since the part was sent prior to us being contacted for a return label, we were unable to provide this to Mr. ************************ our resolution to the issue is to refund a total of $9.46 which is the cost of the return label if Mr. ******* did reach out to us before sending it and us issuing 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:02/05/2025

  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.

  Purchased car part. Mechanic tried to install but bolts were not a correct fit, returned item but they are refusing return due to getting grease on part. At first I thought I ordered wrong part by accident but I confirmed on website it was to fit my 2014 *** x4 but the bolts did not. After multiple attempts the mechanic called and said this will not work. I have receipt that I purchased a new one a second time that was a true fit. I followed all their ridiculous return policies and they still denied any refund. This is not of best practice and I refuse to be taken advantage of.

  

  Business Response

  Date: 02/06/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  On 12/19/24, Ms. ***** placed an order for SKU: APDIF034 - 2014 *** X5 Differential which was delivered via ****** ************ on 12/24/24.
  
  Ms. ***** opened a return on our website on 1/7/25 under "Bought by mistake/ordered wrong" which we issued an RMA Number within the day and when this was received by our warehouse under **** 1Z09V81F0358084350 on 1/9/25 and during inspection, we were notified that this came in non-resalable condition due to signs of usage.
  
  Unfortunately, for new returns and as stated in our return policy, it must be in new condition and must not have been used, mounted, or missing any parts.
  
  Due to the condition of the part received, this is being denied this time and arrangements are being done to send this back to Ms. ******************** 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: 02/07/2025

  [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: 22902919
  
  I am rejecting this response because:
  It was not used once again. Its not my fault your bolts did not fit the vehicle, a professional mechanic I can provide name of if need be can attest to this. Usually a mechanic removes old part and has dirty hands upon trying to install part. I provided receipt of new part I ordered so I apparently did not need it and was sent back immediately. I will pay myself to inspect that part is unused just dirty you can wipe it off. Thanks
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 02/13/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We're sorry to hear that Ms. ***** still does not agree with our explanation.
  
  Parts Geek respects Ms. ******* decision to have the part inspected by a third-party, but per the decision made by the warehouse and manufacturer this has already been denied and as stated in our previous response, this is being sent back and we're coordinating with the warehouse to confirm if this was already shipped out to be returned to Ms. ******************** 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: 02/15/2025

  Am still waiting on a response if I pay for legal inspection that part was not used and just dirty from trying to install bolts did not fit as described when purchased? So much time has passed I dont trust you will even provide the exact part I returned. So am demanding a refund or we can go to court. It has been over a month youve had the part and most likely have altered it at this point. 

  Customer Answer

  Date: 02/19/2025

  [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: 22902919
  
  I am rejecting this response because:
  
  It has been entirely too long I refuse to accept this as you have had the part for over a month. 
  
  Regards,
  
  ****** *****
  I will take the next step in legal action thank you.
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 02/24/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We're sorry to hear that Ms. ***** does not agree with our explanation of our warehouses' findings with the return they made.
  
  Parts Geek respects Ms. ******* decision to pursue legal options regarding this situation, however, we stand by the findings of our warehouse regarding the condition of the part.
  
  It was shipped back via ****** ************ and now appears to be delivered as of 2/22/25 at 10:07 AM
  
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.