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:12/28/2023

  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 recently purchased a part from this company for my vehicle it was a power window motor and regulator assembly. It is vehicle specific! It took me 4 hours to install the new part and after installing the part it turns out the window does not roll 100% of the way down. Approximately one and a half inches of the window remains above the door line. I usually put my arm outside the window and rest on top of the door. I cannot do this with the part that does not allow the window to operate as designed! I have contacted PartsGeek and they refuse to even acknowledge my contact. I am having a lot of problem with PartsGeek because I have left them negative reviews for similar issues for the many thousands of dollars I have spent with their company. They are retaliating against me. I contacted the manufacturer of the part and they refer me back to partsgeek. PartsGeek will not respond! It took me 4 hours to install this part. I don't feel I should have to pay a restocking fee and return shipping cost for a part that was misrepresented to me on their website!

  

  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 12/12/23, ************ placed an order for SKU: ***** - 2007 **** **** Window Regulator, we reviewed their previous interactions with us regarding this order however, we have not seen any correspondence from ************ reporting the issue they have with our Window Regulator in which if we did receive one, we would have immediately assisted them in resolving the matter.
  We have forwarded the matter to our warehouse and we have submitted a return request in order for ************ to return the Window Regulator to us so that we can inspect it and confirm if the issue is related to the part and if it deemed that the part is defective, a full refund will be issued for the order.
  They will receive the return instructions via their email within 24-48 hours.
  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: after looking over the many many many thousands of dollars I have paid to this company and all of the many issues I have had I have decided to utilize my status as a ****** premier reviewer and review this company! It has already received nearly 3,000 views from perspective customers in the last 10 days.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/27/2023

  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.

  Purchased 2018 *** mats for $64 in October. Received email with shipment information. When received, I wrapped the gift as I wanted the order that I placed. I didn't change my mind on the order and wish to return it. They sent me incorrect item, trunk mats, instead of requested *** mats. Upon opening box at Christmas, realized wrong part sent. Called them. Over 45 minutes talking to 3 separate customer service people, only to have supervisor (******, employee #****) tell me its my problem, never apologizing for the incorrect order. Or my time on hold as I've been a loyal customer in the past and planned to order for my ***. Never use Parts Geek again if they don't fix their shipment error. I understand the return policy. If I didn't want the item I purchased, it would be one thing. But I want the item I purchased! Parts Geek sent me the wrong item!!!

  

  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 10/15/23, ******************** placed an order for SKU: ******** - 2018 ***** *** Floor Mat Set which they reported to be incorrect on 12/27/23.
  Our Customer Service Team explained that due to the date this was ordered and delivered to the time it was reported that it will not be accepted as it is already past 30 days.
  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 ******************** an exemption was granted by the warehouse for the return and as of 1/9/24, a refund has already been issued which would reflect within 2-4 business days.
  As for the experience they had with our Customer Service Team, we'd like to extend our sincere apologies for this matter, rest assured that this has been forwarded to our relevant internal teams to investigate and coach any of our team members that provide negative experience to our customers.
  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: 01/11/2024

  [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:12/23/2023

  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 parts after employee guaranteed parts would fit my car. Bought on November 8th 2023 and employee took Vin number and matched up parts to fit after mechanic said parts won't fit. Called and was told parts fit a air ride and we could not get a refund because their 30 day refund policy starts the day you order the parts. It takes a week to get the parts and that is included in 30 return policy. But it was not stated when we bought the parts.

  

  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 11/8/23, ************** placed an order for SKU: ******** - 2007 ******** **** Control Arm Ball Joint Sway Bar Link Kit.
  However, they reported on 12/14 that the part they received did not fit their vehicle which is already past allowable time frame for returns.
  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 **************, we appealed this decision with the warehouse who has now granted us an exemption and will accept the part return, but this needs to be returned ASAP. A return label was also sent to their email so they can use it to send the part 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:12/21/2023

  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 purchased a brake rotor and ceramic pad kit for my 2004 ***** ******** ***** **** order #************ on 12-6-23. The kit came in two separate boxes, but the rear rotors were boxed with the front pads. Once I discovered the mixed up packaging, I proceeded to install the front rotors and pads without incident. I proceeded to replace the rear pads when I discovered they would not fit despite PartsGeeks on-line assurance they would. I filed a complaint with them along with supporting photos. They instructed me to mail them back which I did. I uploaded the tracking information. They then told me they could not do anything since the rear pads were part of a kit and since I already installed the front rotors and pads they would not accept their return either.

  

  Business Response

  Date: 01/04/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 12/6/23, *** ****** placed an order for SKU: ******** - 2004 **** ******** ***** **** Brake Pad and Rotor Kit which includes multiple parts, but they notified us on 12/18/23 that the rear brake pads from the kit did not fit their vehicle.
  While validating this information, *** ****** notified us that the rest of the kit has already been installed which prevented us from accepting their return as all kit/set must be returned complete in order for them to qualify for a refund, however, we asked our warehouse to see if an exception can be granted which was approved.
  As of 12/28/23, a refund was already processed for the price of the rear brake pads for this kit and should have already reflected on *** ******'s payment method used to order the part.
  Unfortunately, as for the other pieces of the kit, since they were already installed, we won't be able to take them back anymore.
  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:  PartsGeek has refused to reimburse me for the postage in returning their parts which do not fit my vehicle.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/20/2023

  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 order catalytic converter’s for my truck from parts geek last week on Thursday and they never sent them, I have spoke with them several times and they are refusing me a refund, meanwhile they never shipped the parts and still are telling me that they don’t if or when the parts may or may not be shipped. I spoke with their office supervisor which is also telling me that he will not refund me my money. I payed for expedited shipping which states 2 to 5 business days and it’s been that already. I just simply want my money back for items they never shipped so I can go elsewhere and order the parts I need

  

  Business Response

  Date: 12/26/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 12/14/23, *** ******* placed an order for multiple parts including SKU: ******** - 2004 **** **** Catalytic Converter Set (DIY Solutions) which is the part in question in this complaint.
  We received an update from *** ******* on 12/20/23 that they did not receive ******** which is why we immediately notified the warehouse to confirm this with the carrier.
  An update was provided by the warehouse on 12/21/23 stating this was refunded as it appears to have been lost.
  The refund should have already reflect *** *******'s payment method used to place the order as it takes 2-4 business days for this to post.
  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: 12/26/2023

  Parts geek has agreed to refund me for parts that were not shipped

• Initial Complaint

  Date:12/11/2023

  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.

  Im filling a complaint today concerning Parts Geek order # ************ at a cost of $118.79 that was placed on 11/16/23 for four fuel injectors. Upon delivery I had prepped the injectors and made them ready for installation. When checking fitment pre-installation, I came to find that parts geeks shipping department had in fact, sent me the wrong injectors. Up until this point I understand that things happen and held nothing against Parts Geek for the mistake. regardless of the time and frustration it caused me sourcing injectors at the last minute for a time sensitive job. It was only until after I started the return process that I became completely dissatisfied and outright disgusted with Parts Geeks customer service / returns department as a whole. After going through the RMA process, I had taken notice that the warehouse had had denied my return, claiming parts were used/installed. I immediately called customer service as I viewed this to be an error mainly because Parts Geeks shipping department made the initial mistake. Customer service had informed me it would take 24 to 48 hours for a response from the warehouse. After following up with customer service on a daily basis for five days, and after a particular customer service rep became very uppity, unprofessional, and over all not helpful, this came after I requested to talk to a supervisor. I had generally given up hope getting anywhere with Parts Geek customer service. In conclusion, I paid Parts Geek $118.79, wasted many hours of my time and now have nothing to show for it. Not even the incorrect parts. Parts Geek might as well have just robbed me.

  

  Business Response

  Date: 12/12/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 11/16/23, ******************** placed an order for SKU: ******** (***) - 2010 ***** *** Fuel Injector Set but reported on 11/24/23 that the parts they received were incorrect which is why a return was immediately set up and issued an RMA Number including a label on the same day to return the back to us.
  However, we were notified by the warehouse that upon receiving the parts and inspection, it was determined that the parts were used which we notified ******************** the moment we received the update.
  As stated on our return policy and instructions, part returns must be in a resalable condition/new condition in order for a refund to be processed.
  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:12/08/2023

  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.

  I Bought a part and it was to complicated to install and it would cost 350 dollars to 450 dollars for a automotive technician to install and I thought the part had a air valve attached to the shock but it came wit and installment kit I have done buisness with this Buisness a couple years now but now they don't want to refund my money back because the bottom of box was ripped out and I sent it in a box from the post office I never installed t h e part wich are shock absorbers on my vechile nor did I install kit on the item if they can't give me a full refund at least give me a partial refund I never had a buisness ever refuse to take a item back because it was not in the original packaging as long as I never used that item and everything was in good shape and never been used and I had a reciept I was always able t I get my refunded this is bad buisness practices o b parts geek part and if they really wanted to keep there customers who keep coming back they would not have a stupid policy as this and they would make it right to refund either the full amount back or at least half the amount well if this don't wok there is alway my attorney genral consumers complaint hoping to get a resolution from the buisness threw the BBB

  

  Business Response

  Date: 12/13/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 11/28/23, ******************** placed an order for SKU: ***** - 1997 ********* ***** Air Suspension Shock (******) but reported on 12/5/23 that they no longer needed the part and they want to send it back, however, during the process of requesting information about the return, ******************** notified us that the original box is not available.
  For returns, all parts must be in the same condition when it was received or in a resaleable condition which means the manufacturers box must be included as required by the manufacturer to accept the return.
  Due to this, our team reached out to the warehouse to see if an exception can be made, but the manufacturer has refused the return since the original box is not available.
  However, in good faith with the BBB and ********************, we issued a one-time courtesy refund for the order covering the price of the part which should reflect the same payment method used 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: 12/18/2023

  [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:12/08/2023

  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.

  Bought a car part from Partsgeek that ended up not fitting. I then returned the part and was denied a refund with a claim the part was installed. The company would not issue a refund and will not return the part back to me.

  

  Business Response

  Date: 12/12/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/23/23, ****************** placed an order for SKU: ******** (***) - 2017 ******* ******* Alternator, however, they reported that the part did not fit their vehicle on 10/28/23 which is why an RMA Number and Label was issued.
  The warehouse upon receipt of the part, inspected this and determined that it was installed due to the markings on the bolt holes on the Alternator which we relayed to *******************
  As stated on our return instructions, parts being returned (except for defective parts) must be in a resalable condition or in the same condition it was received before any refunds can be issued.
  But in good faith with the BBB and ******************, we have issued a one-time courtesy refund for the price of the part and should reflect their payment method 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.

  Customer Answer

  Date: 12/16/2023

  [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: please see attached photo of part claimed to have installation damage. No visible damage markings are present on the part. If there was clear indications that the part in question was installed and used there would be no room for discussion. Furthermore other aspects of the part that would show markings of installation do not exist. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:12/07/2023

  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 November 20, 2023 I ordered brakes for my 2014 *** ****. Not only are these brakes supposed to fit my truck, the description also says they are drilled and slotted, which they are not. The rear rotors are different, nothing fits this truck. I asked to return the product for a refund and was informed that a refund could not be issued, and I could return the brakes and rotors and they would ship different ones. However, I must pay the $140 non refundable shipping charge. This is not fair. I ordered the correct part for my make and model of vehicle. They failed to send the correct part and failed to list the accurate description on the site. I shouldn't have to be responsible for their error. What am I supposed to do with these bakes and rotors that don't work with my vehicle? Spend more money to ship them back? Absolutely not.

  

  Business Response

  Date: 12/13/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 11/17/23, ************** placed an order for SKU: *********** - 2014 ******** Brake Pad and Rotor Kit, however, on the 26th of November they reported that the part they received do not fit their vehicle.
  A return was submitted and an RMA Number has been issued, however, it was not received yet by our warehouse.
  Regarding the issue with the return shipping costs, as stated on our website, I got a wrong part, who pays for return shipping?
  We do not offer return shipping reimbursement regardless of the party at fault. All returns are freight prepaid by the customer.
  However, in good faith with the BBB and **************, a return label was issued and sent to the email associated with this order and once this is received back, it will undergo inspection and processing before a refund can be issued within 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.

• Initial Complaint

  Date:12/04/2023

  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.

  November 20, 2023 at 7:11:32 AM MST When I bought these items I used all my current shipping address through your site! When your site ask for payment I used my trusted ****** account. For some unknown reason you used my old address from ****** or from previous order rather than the info I used when purchasing item on your website. I was able to catch the error after you provided tracking. I immediately called you voice to let you know the error and you sad there was nothing you could do once shipped, ok I then contacted ***** who wanted the shipper, you, to simply log in to your account and fix error but you stated you do not do that, well I went back to ***** and after pleading my case and they were able to redirect package back to me at correct address, BUT then as it came back towards me I followed the tracking and it showed it was out for delivery from Weatherford, Ok to my residents, then it did not show and tracking showed "delayed" I again called ***** and somehow it got redirected again, this time it went to Texas and back to Billings, MT and delivered to wrong address!!! I tried to get it stopped and not be delivered but to late and they delivered to wrong place. My ending to this mess, I had to reorder the exact same parts and have them delivered to my correct address. I have no idea, but from where I am I see it as partsgeek at fault! All that was needed was for shipper to fix error as stated by *****....Buyer beware, software issues on shippers side.

  

  Business Response

  Date: 12/12/2023

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/4/23, ****************** placed an order for the following items:
  1. ***** (*****) - 1995 **** **** ********* Radiator Hose - Shipped via ***** **********************
  2. ****** (******* Premium) - 1995  **** **** ********* Radiator - Shipped via ****** ************
  These items were shipped to the address that was provided to us during the order process.
  When ****************** reached out to us, the parts were already shipped and as mentioned on our website, Can I Change My Order?
  We don't have the ability to accept order changes. We begin the order process as soon as the order is placed. If you entered an incorrect address when checking out, we advise you to contact the shipping company as the receiver of the package when you receive your tracking number.
  The address we used was the one provided to us during checkout and if ****************** has issues with their address with ******, they should coordinate with ****** Support directly.
  Unfortunately, both items have been delivered and we can no longer have them sent back to us.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.