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:12/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a certain brand of parts **** brand and I paid for this part and the company sent sent me a cheaper brand and price part and would not refund difference in price.

  

  Business Response

  Date: 12/30/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 11/4/24, Mr. ******* placed an order for multiple parts including SKU: DS737    (Moog) - 1967 **** F100 Tie Rod *** which is the part that's in question in this complaint.
  On 11/12/24, we received a complaint from Mr. ******* that the part they received was a different brand.
  An RMA Number and Return Label was issued for this order on the same day so it can be sent back to ***
  Once it's returned, we will issue a refund in 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: 01/07/2025

  [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: 22742530
  
  I am rejecting this response because: Because I had to use the cheaper brand part that I was sent on my vehicle as I had to use the vehicle and could not wait to return item as this is my vehicle for transportation. I just ask for the refund for the difference in cost of the part.
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/09/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  In good faith with the BBB and Mr. ******** a $26 refund was issued for the price difference of the Moog part they ordered and what they received.
  
  This will reflect the same payment method used to purchase the part 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:12/28/2024

  Type:Order 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.

  These two individuals JUNE *******/***** ******* ; HAS STOLEN MONEY FROM MY CREDIT CARD IN THE FULL AMOUNT OF $165.87 FOR A WATER PUMP WITH CLUTCH; IT HAS BEEN WELL OVER THE AMOUNT OF SHIPPING DAYS AND THE PART HAS OF YET TO MOVE OR SHOW ANY NEW TRACKING UP DATE!" AND NOW THE TWO INDIVIDUALS IN WHICH WHOM IS REPRESENTING THIS COMPANY ARE REFUSING TO REFUND MY MONEY BACK TO MY CARD SO I CAN PURCHASE THE PART IN STORE... I HIGHLY RECOMMENDED ANYONE TO PLEASE THINK TWICE BEFORE USING THIS RUDE COMPANY.

  

  Business Response

  Date: 12/30/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 12/15/24, ******* ******* placed an order through our **************** for SKU: MCK1007-T - 2001 Chevrolet Tahoe Engine Water Pump with Fan Clutch (US Motor Works) and it was shipped via ***** 9434611105502930883268.
  However, while in transit this has not shown consistent updates from the carrier which prompted us to reach out to our warehouse and the carrier to notify them of the issue and during the postal office's investigation, they confirmed that the part was lost.
  As of 12/30/24, a full refund has been issued to ******* ******* which will reflect within 2-4 business days to the original payment method used to purchase this part.
  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:12/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I bought parts online from ************************** for $450.45 on 11/30/24. but did not use the parts. I believed they were the correct parts ordered, no parts slip was included but after installing & comparison found that they were incorrect & immediately sent them back in good condition. RMA#************.Parts geek deemed them as 'non-salable condition'? and chose to fault me due to Parts geek warehouse mistake of sending me the wrong parts. I had to purchase the correct parts (at cost) from some where else b/c i have lost trust in Partsgeek delivering the right parts. This is sincerely displeasing b/c i have been a long time loyal customer. I spoke with ********************** customer service case #*********** through email and online chat. They cannot be reached by phone as I was on hold for 3 hours. They determined the returned parts are 'scrap' and would neither send them back to me nor refund/credit me. Purchasing the correct parts cost me extra ************ that was not planned for including return shipping of incorrect parts. If i will not be getting a refund i would like the parts back since they were charged to my credit card even though they were incorrect parts received. This is a deceptive business practice and fraudulent in nature because of the way they are choosing to keep the parts and still charge me full price for wrong parts which they now have back in their possession.

  

  Business Response

  Date: 12/26/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 11/29/24, Mr. **** placed an order for SKU: PSA27164 - 2008 Infiniti G35 Control Arm Ball Joint Sway Bar Link Kit (TRQ), but opened a return on 12/10/24 that the part received was incorrect.
  An RMA Number was issued and when it was received by our warehouse and processed for inspection, they documented signs of usage, as well as markings consistent to the part being mounted and installed on a vehicle.
  As stated on our return instructions, all returns must be in resalable condition which means it must be complete and in "new" condition. Since the part was installed, this will not be considered new anymore and cannot be restocked and resold.
  All items that are not in resalable condition are discarded by our warehouse as they are non-resalable and no longer available to be sent 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.

  Customer Answer

  Date: 12/27/2024

  [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: 22723299
  
  I am rejecting this response because:

  I do not agree with Partsgeek decision to scrap the parts and refusal to credit or refund me for their initial mistake in sending me the wrong parts. 

  I spoke with ***** (manager), phone contact is **************************** on 12/24/24. He stated that he agreed with me regarding but the warehouses are 3rd party contracted and run on their own policies. He stated I should pursue this issue but he "doesn't want to get in trouble" and could not assist me further. 

  My credit card was charged $450.45 and I received the wrong parts. I sent them back as directed in good condition, if they deemed the parts "non-salable" they should either give me the parts I paid for or credit/refund me. This was a monetary transaction of goods and currently I do not have the goods/parts in my possession and no refund or credit.This seems like a deceptive & fraudulent business practice to me because it is completely one sided in Partsgeek favor. It was not my fault in sending the wrong parts, Where is my restitution as the customer? 
  
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/27/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We are sorry to hear that Mr. **** does not agree with our explanation of the denial and policies surrounding our return process.
  
  However, as stated on our previous response, we would only be able to issue a refund if a part is sent in "new/resalable" condition and since the part was shown to have markings that are consistent with it being installed, we won't be able to issue any refunds for the order.
  
  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: 12/30/2024

  [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: 22723299
  
  I am rejecting this response because: As stated in my previous response. This is fraudulent. i do not have the parts i paid for in my possession. I need to be either compensated or have the parts i paid for in my possession.
  
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/09/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We again are sorry to hear that Mr. **** will still not accept our explanation of the issue.
  
  However, as stated on our previous response, we would only be able to issue a refund if a part is sent in "new/resalable" condition and since the part was shown to have markings that are consistent with it being installed, we won't be able to issue any refunds for the order.

  Any parts that are in non-resalable condition cannot be refunded or sent back as it will be discarded.

  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: 01/15/2025

  [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: 22723299
  
  I am rejecting this response because: The Parts geek LLC warehouse sent me the incorrect lower control arms which did not match what i ordered and did not fit my vehicle model. The parts i bought were $423.95 ( w/ ***** state tax included), the total credit card charge was $450.45 on 11/30/24.

  The parts were not used to drive the vehicle since they were wrong. I immediately shipped them back, in good condition,  on 12/11/24 & Parts geek received the parts under RMA#************ and deemed the returned incorrect parts as 'non-salable condition' and would not  send me the correct parts, neither refund nor credit me.

  Purchasing the correct parts from a different vendor cost me extra time & money that was not planned for including return shipping of incorrect parts back to Parts geek.

  This is a deceptive business practice because of the way they are choosing to scrapthe returned parts which I paid for and still charge me full price for those wrong
  parts which they now have back in their possession. Technically I own the scrapped parts which were incorrect to begin since they have been charged to my credit card but I do not have them in my possession. I deem this fraudulent because how do i know they are not reselling these parts since they will neither ship them back to me nor
  refund/credit me instead choosing to scrap them by labeling them as non-salable. I am still requesting a full refund for my incurred expenses and dispute this credit card.

  Regards,
  ***** ****.
  

   

  
  
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold faulty nox sensors. Will not refund or replace due to being electrical parts according to the websight. We know that was issue due to the codes being sent from truck computer. It didn't fix issue cause they are faulty parts according to the dealership we endes up taking it too.

  

  Business Response

  Date: 12/26/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 12/11/24, Mr. **** placed an order for SKU: APNS0054 - 2015 Chevrolet Silverado 2500 HD Nitrogen Oxide (NOx) Sensor Set (Autopart Premium), however they reported on 12/20 that the part they received was defective.
  As stated on our website, almost all of the parts sold on our website is covered by 1-year warranty and would require the part to be sent back to us for inspection and once this is approved, we will refund the order.
  We are unsure as to where Mr. **** found information that we do not cover warranty for electrical parts and we also did not see them reaching out to us to report the issue, however, as stated above, they can return the part to us in order for them to receive a refund.
  An RMA Number and Return Label was already issued on 12/20 for this part and once delivered back to **, a refund will be processed in 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.

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've tried to get return slips for parts that I've ordered that on the website State they fit my vehicle but in reality the parts do not fit. Upon requesting return slips they've been giving me a runaround through their internal departments asking for pictures that have nothing to do with returning the parts by their accounts. And I'm trying to call them back I've not received call backs and they allowed the policy return deadline to elapse allowing them to not have to honor a return policy. When I called them to try to dispute the issue, all they did was mock me and continuous mocking. I even had a supervisor state that the reason for his slurred language was because he was allergic to happiness and that's the reason why he was having a difficult time with the phone call. The company also stated that they could not take Parts back because of an internal policy that a buyer would not know about and stated that I could not see that policy and I had to accept their word. I have about $400 worth of items trying to be returned and they have knowingly blocked my return window and not allowed me to return the parts.

  

  Business Response

  Date: 12/20/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 11/2/24, Mr. **** placed an order for multiple parts under Order Number: ************, however, they reached out to us on 11/20/24 regarding the following parts not being correct for their vehicle:
  FI1240100PP - Action Crash - 2012 **** 500 Fender    
  FI1036100 - Action Crash - 2012 **** 500 Bumper Grille
  ALY61663U35 - Action Crash - 2012 **** 500 Wheel    
  FI1000100 - Action Crash - 2012 **** 500 *************************************** Products - 2012 **** 500 Fog / Driving Light Wiring Harness
  Due to this, our **************** Team opened a Ticket to request more details of the issue including photos showing the parts received since this is required for us to validate what was received and submitted to our warehouse for return approval.
  However, we did not hear back only until they reached back on 12/19/24 which is already outside of the returns allowance for the parts.
  As mentioned on our return policy, How Do I Return a Part or Core?
  (DO NOT SEND RETURNS BACK WITHOUT AN RMA NUMBER) We have a 30 day return policy.
  Due to this, we are unable to accept the part at this time.
  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:12/16/2024

  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.

  I ordered a part on 12/6. It is not 12/16 and it has not come. This company will not cancel my order or do anything to get me a part. They just keep referring to *****. I asked for a refund and they refuse.

  

  Business Response

  Date: 12/17/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 12/6, Ms. ******* placed an order for SKU: APRAD185 - 2014 Mercedes ML350 Radiator which was shipped with our Expedited Order Processing add-on that guarantees delivery within 2-5 business days.
  As the order was placed outside of the business hours of a Friday, the order itself was processed and handed over to the carrier on the next business day which was Monday 12/9/24.
  Unfortunately, due to delays caused by the carrier, we were not able to deliver it within the guaranteed time frame, which is why we refunded the expedited order processing fee of $2.95.
  Per the latest update by ****** this has now been delivered to the address on file.
  If Ms. ******** does not need the part anymore, we will be more than happy to accept the parts back and we will provide a one-time courtesy return label should she decide to send it back to ***
  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:12/16/2024

  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.

  Only one $10 part was the right part.the rest of my parts were wrong .they told me they don't have the parts I ordered. They never sent return labels...they will not honor order that was placed.want to have right parts or money back back customer service said it's not sending ordered parts and never got return lables

  

  Business Response

  Date: 12/16/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 9/12/24, Mr. ***** placed an order for multiple parts on their order and on 10/27, they reached out stating that 6 out of the 7 items they received were incorrect.
  In order for us to validate this information, our **************** Team requested photos of what was received on multiple instance, but Mr. ***** did not respond with the photos and later on became unresponsive on the ticket which is why it was closed.
  They also filed a Chargeback with their financial institution in which after investigation, their financial institution sided with us and the Chargeback was closed.
  Unfortunately, as of today 12/16/24, we can no longer accept the parts back as this is already outside of the 30 day return period.
  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. 
  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:12/14/2024

  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.

  The problem is I ordered car parts that I was told would be without a doubt correct for my vehicle when i provided my vehicle VIN#. I provided the vin# and received a quote for my parts requested and then ordered the parts. Received they parts. The parts are without a doubt wrong. Contact the seller and started the return process after being reassured that it was at fault on their end and I was to receive a refund for the total cost with shipping included a 100% refund as longh as I followed the steps. Through the process of the returning of parts I got credit for the headlight, hood (which by the way. I was told to destroy a few times because I didnt see a need for doing so. and destroying the hood and not just shipping it back actually cost more to do so and also out of a hood for inventory) So I did as told to and sent image for verification and a refund was issued for it. As of yesterday December 13th I was approved for a refund for the fenders. Original order total was $776.46 Refund of parts I have received and/or as posted on bank account is $581.22 The amount remaining is that the company is stating that shipping is not refundable and is not being released. Some of the shipping has already been refunded the remaining portion of shipping to be refunded. Raining refund being held and reason is that shipping is non refundable. I have already received some of it. Since a small portion has already done so with the Hood refund. Im not being refunded my 100% as told I would be refunded in full.. Total remaining $195.24 The shipping amunt upon ordering was$334.77 my vehicle is a 2018 **** 500L Lounge model 4dr Vin#*****************

  

  Business Response

  Date: 12/16/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 11/14/24, Mr. ********* placed an order for multiple parts on the order through one of our ***************** however, the parts they received were incorrect for their vehicle.
  Due to the issue, most of the parts were issued a return label so it can be returned back to us for a refund, and for the Hood, we requested that it be destroyed and once it's done, we will issue a refund for it.
  As of today 12/16/24, all of the parts including the associated shipping costs were already refunded in full.
  We'd like to again extend our sincere apologies to Mr. ********* for the series of inconveniences and miscommunication while the issue was being resolved. We will make sure to properly coach our associates to ensure any similar issues do not happen again moving forward.
  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:12/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a part online in 11/19/24, from Parts Geeks, it was for a rear catalytic converter for a 2010 Mini ****** S (Turbo). The cost was $129..03 with shipping costs included (order #**-81938203. The auto repair stated it was the wrong part. After the repair shop informed me that it was the wrong part. I reached out to part geeks, and informed them about the wrong part was sent. I then requested a return label to return that part. A representative named ****** informed me several times that he would send me a return label to return the part at no cost to me. ****, I kept getting emails that stated, we need more information. The interluded a photo of the box the item came in, a photo of the item, and a VIN. I stated that this is an unusual request, because if the item I want to return is damage, you will see that once the item is returned. So, why are you refusing to send me a shipping return label, after all I paid you to shipped the item, so it is your responsibility to send me a shipping label. After I sent the photos that showed the original box and the part was intact. I kept receiving emails asking for photos of the catalytic converter on the vehicle. I informed them when I purchased the part, that the vehicle for the part is not in my state, and I refused to allowed you to looked for reasons not to send me a return label, as if you are procrastinating hoping that the part will not arrived by the return date of 01/02/25. The part arrived 11/19/***** appears that this company is trying to scammed me out of my money. I should not have to pay for a shipping label, because I paid them for shipping the item, and the fact that the repair mechanic never used the item, other than taking the item out the box, to see if it was the right part for that vehicle. Now, that is when the repair mechanic saw that it was the wrong part for that vehicle. I just want the return label, to shipped the part back.

  

  Business Response

  Date: 12/16/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 11/18/24, Mr. ******* placed an order for SKU: ***** - 2010 Mini ****** Catalytic Converter (******).
  Mr. ******* initially opened a return on our website under "Bought by mistake/Ordered wrong" which is why no return labels were issued but after further investigation with our **************** Team through our Email/Ticket System, we validated that the part they received was incorrect.
  As of 12/14/24, a Return Label was provided and the part is currently on it's way back to ***
  Once the part is received, we will issue a refund in 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.

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a part that never arrived. I paid for 2 day shipping. I contacted parts geek about the missing order on Thursday Dec. 5th. I was told ***** hours for an update. I never recieved an update. I submitted another request for an update on Dec 8th. I contacted PG 12/9/24 to get a refund and the chat agent was argumentative and just keeps saying for me to wait another ***** hours. I had already waited that long. It took me telling them to scroll up to view the previous conversations before they would accept that I had in fact contacted PG on Thursday. Then they told me to wait *****hours again. By this point I'm shaking mad because the rude argumentative agent is being of absolutely no help. After a heated exchange they said I'd recieve an email about the refund in 1-2 hours. My order number is ************. I needed that part to fix my car to get my father-in-law to his heart surgery 12/9. I ended up having to rent a car. All I wanted was to get a refund for a part that never arrived. Instead I'm sitting in a hospital waiting room with my hands shaking because I'm so mad about the blatant disrespect and unhelpfulness of the chat agent named **** *****. Between not receiving my order, not getting updates as promised, waiting on my call to be answered for over ************************************************************************* so mad I can't put it into words, this purchasing experience is the worst I've had with an online order. I seriously question if this is even a legit company.

  

  Business Response

  Date: 12/09/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  On 11/27/24, Ms. ****** placed an order for SKU: ******* - 2007 Chevrolet Suburban 1500 Steering Shaft (Replacement) with our Expedited Order Processing add-on which guarantees delivery within 2-5 business days.
  
  The part was shipped by our warehouse via ***** **********************, however, **** has reported a delay which caused the part not to be delivered within the period specified above.
  
  We have since refunded the said add-on fee and currently our warehouse is coordinating with **** to confirm the exact location of the package.
  
  Once we hear back from them, we will make sure to update Ms. ****** and the BBB for the resolution.
  
  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: 12/10/2024

  [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: 22660867
  
  I am rejecting this response because:
  
  I have been inconvenienced enough and do not have time to wait on a missing order since I'm going out of town soon. I want my order to be canceled and refunded since I have not recieved the item ordered in a timely manor. 

  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/10/2024

  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 the issue.
  
  As of today, 12/10/24, Ms. ****** has filed a Chargeback with their financial institution, unfortunately, once Chargeback is filed, all affected parties are required to only send correspondence through the said financial institution and we can no longer further comment on this issue until a resolution is provided by them.
  
  Should Ms. ****** wish to request an update, they may directly reach out to their financial institution.
  
  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: 12/11/2024

  [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: 22660867
  
  I am rejecting this response because:

  I am still awaiting a full refund. I do not consider this matter solved until that happens. 

  
  
  Regards,
  
  ***** ******