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:11/12/2024

  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.

  10/19/24 - Ordered part from merchant total cost $104.16. Same day called to cancel. Also called 10/20 & 10/21. Merchant wouldn't cancel. Received part 10/25 & refused delivery. 11/7/24 - merchant credited $93.25 to my bank acct. I want the full amount of $104.16 since I attempted to cancel order on same day. It didn't ship until days later. Had merchant cancelled when I requested part never would've shipped & I would've received full amount back within a few days!

  

  Business Response

  Date: 11/12/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/19/24, Ms. ****** placed an order for SKU: NCV47123 (GSP) - 2017 ***** 3 CV Axle Assembly.
  However, they requested the order to be canceled on 10/20 and our team notified Ms. ****** that the order cannot be canceled anymore as it was processed and handed over to the carrier.
  As stated on our website, Can I Cancel My Order?
  We do not accept order cancellations because we often package products within an hour of ordering which is why we don't have the ability to cancel orders. We begin the order process as soon as the order is placed.
  If the request was done an hour from when the order was placed, we would have been able to cancel it, but in the case of Ms. ******** order, we weren't able to stop it.
  In good faith with the BBB and Ms. ******* we're issuing a one-time courtesy refund of the shipping costs associated with this order which should reflect 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.

  Customer Answer

  Date: 11/13/2024

  [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:11/12/2024

  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.

  On October the 3rd I ordered a package from PartsGeek I can't I thought it was canceled but it wasn't and they sent me a email and at that time I told them that I did not get a package and they put it this they put up complaint into ***** and they told me that they had me wait two three weeks to tell me that ***** denied their claim I'm trying to figure out what do I have to do with that where is my money so I keep getting the runaround with PartsGeek they telling me in so many words I have to do the footwork with dealing with ***** which I tried to do ***** told me that parts geek has to do dispute in my behalf PartsGeek act like they don't know what I'm talking about and the same time they telling me that's the end of it but I mean I never seen nothing like this before in my life cuz somebody help me my phone number is ************ the invoice number to parts geek is ************ 82

  

  Business Response

  Date: 11/12/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/3/24, Ms. ********** placed an order for SKU: Y02-085AY02-086 - 2003 **** Explorer Wheel Hub Assembly Set (Replacement) and was shipped via ****** ************ and was confirmed to be delivered to the address on file on 10/8/24 at 1:34 PM.
  Ms. ********** notified us on 10/28 that the part they ordered didn't arrive and they never received the package.
  Our **************** Team immediately initiated a tracer claim with ***** in order to identify where the part was delivered.
  ***** initiated the said investigation under Case Number: C-167632807, however, after going through the investigation it was denied on 11/8/24 as the carrier found that this was delivered to the address on file.
  Unfortunately, Parts Geek is only able to file a claim on our customer's behalf, and if a claim is denied, we no longer have the capability to appeal.
  We informed Ms. ********** of the results as well as the Proof of Delivery and Denial Letter from ***** which is also attached to our response in this BBB Complaint.
  We would suggest that Ms. ********** reach out to their local law enforcement elements to file a police report as this appears to be a possible case of theft.
  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:11/08/2024

  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 couples shock absobers back a few months ago then they started to leak. I decided to return them they had me place another order before so they can start the warranty claim so they said. ok then thwy send a return instructions without a return label that morning 11.8.24 I tried to contact them multiple times but was unsuccesful. So I want to the post office to shipping the defective parts. I was charged $79.10 when i finally got a hold on them that when they telling me that I shouldn't ship them. I would love for ************ to reimburse me for my shipping fee and the parts are not even an average quality because the one I reordered were installed on 11.07.24. 24 hours later I'm driving the car it's like the shock absobers were never replaced.

  

  Business Response

  Date: 11/12/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 3/31/24, Mr. ******* placed an order for SKU: ******, ****** (******) - 2015 **************** and Coil Spring Assembly, but reported they were defective and repurchased new parts under the same SKU.
  However, during the return process, they were not able to receive a return label and had to pay out of pocket for the return.
  We are issuing a check refund for the amount paid for by Mr. ******* for the **** Shipping Costs through a check to the address they have on the order.
  The check refund will normally get delivered in 7 to 10 business days and as for the defective part refund, this will be issued 3-5 business days from the date it was delivered 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:11/06/2024

  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.

  Wife Jeep was having lifter and rocker arm issues. Found the 48 peace replacement kit on partsgeek. Placed an order in good faith that our order would be full filled. Order was delivered on 11/04/2024. Noticed the box on my porch was pretty small. Opened it up and realized this was just half of our oder only 12 lifters and 12 rocker arms. Made contact with partsgeek ***, who is made aware that we needed the other 12 rocker arms and 12 lifters asap. Due to being the only vehicle my wife has to drive to work and dropping off our kids at school. She told me that they made a ticket number and would hear from the warehouse in 24-48hrs. Which since I had the address of the supplier on the box. I checked the warehouse supply my self and saw that they were completely out of stock and even cheaper than partsgeek. "*** Auto Parts" is the warehouse. Which partsgeek should of noticed they were out of stock. But my order was allowed to be shipped. So partsgeek put us in a bad spot to continue to drive a vehicle that has lifter and rocker arm damage. It was a nightmare just trying to get them to under stand what I was missing. Once they did, I was told by ***** ****** "PartsGeek Supply Specialists" that it was basically up to the warehouse to respond to the ticket and ship the parts to us. Basically PartsGeek took our money and left us hoping the warehouse would send the 24 peaces we needed. Which they told us after I checked that the parts was out of stock. Something i had to do on my own and that was just a few minutes to do. So now I'm shipping them back and hope we get a full refund of our hard earned money. If you are ordering from them you might wanna think twice about it or go with a website that isn't the middle man. Or you'll be lost wonder where is your order and are you gonna even get a full refund.

  

  Business Response

  Date: 11/07/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/30/24, ****** ****** placed an order for SKU: ******* (Replacement) - 2015 Jeep Grand Cherokee Rocker Arm Kit which was listed to include a total of 48 pieces, however, when it arrived they were missing a total of 24 pieces on the kit.
  Our team was able to gather information during our interaction with Ms. ****** and a return was set up for the order, unfortunately, when we attempted to request a reshipment from our warehouse, they confirmed that it is not possible since the part is now out of stock.
  A return label was provided and this is going back to us and once received, we will issue a full refund 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: 11/11/2024

  [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:10/31/2024

  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.

  Ordered vehicle parts online. Answered all the questions correctly about my vehicle. The parts arrived and they did not fit the vehicle. Researched their return policy to be able to return these wrong parts. It said I needed to request an *** #., which I did. The return instructions with this *** number said all parts must be returned in the original box. The box was pretty well mangled when I received it. It was tossed before I even realized the parts wouldn't fit. Nowhere in their return policy does it say items must be returned in their original box. The first I saw of this was when I received the *** #. Spoke to the original agent and then spoke with her supervisor. The supervisor is standing firm that they will not refund the parts if they are not returned in their original shipping box.

  

  Business Response

  Date: 11/05/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/24/24, Mr. ******* placed an order for SKU: APBRPS402 - 2010 **** F150 Brake Pad and Rotor Kit (Autopart Premium) and on 10/31/24 they requested a return through our website under Bought By Mistake.
  The return instructions along with the *** Number was issued and on the email sent with the return instructions under #5, it states all parts must be returned in their original box and in resalable condition.
  Unfortunately, since the original manufacturer's box is no longer available, we are unable to accept the part back since this is required in order for us to restock the 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:10/31/2024

  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 received a wrong product from this company's warehouse, in **************. I contacted the said company complaining about the wrong product, I chatted with ***** ****, for about 10 minutes, and then she started to ask about the Vin of the vehicle, take photos of the packaging, asked if i installed the item, which I did not it was too big. Then more questions and i said so your company doesn't trust their customers? She told me this was all needed to escalate my case. Then i told her i was going to report this problem to the BBB, they she stated she was sending me over to *******, and he said it was my fault and that if i want to return the items, i would have to pay for it to be sent, i told him i was not going to do that and send a complaint into the BBB

  

  Business Response

  Date: 11/05/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/21/24, Mr. **** placed an order for SKU: PC99822P - Premium Guard - 2021 Jeep Grand **************** Air Filter (2 Qty.) along with another part for this order, and on 10/28/24, a return was opened under Bought by Mistake/Ordered Wrong and an RMA Number along with the return instructions was sent so this can be sent back to us for a full refund.
  Unfortunately, since this was under Bought by Mistake/Ordered Wrong, we do not provide a return label, however, in good faith with the BBB and Mr. ***** we issued a one-time courtesy refund and we do not require a return for 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:10/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 15, 2024, I purchased door molding order number ************ part #***-339 for $133.26 from PartsGeek (******************************). Upon receipt, I noticed the part shipped was defective, it doesn't fit. I would like a full refund of $133.26 and a prepaid return shipping label. The seller is willing to accept the return but refuses to pay for shipping, stating it is not their responsibility. After numerous attempts to try and resolve this issue, I feel I have no other recourse but to lodge a complaint.

  

  Business Response

  Date: 10/31/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/15/24, Mr. ****** placed an order for SKU: ******* - 2019 **** Transit-250 Door Molding (******).
  They reported that the part didn't fit their vehicle and when their VIN was validated by our team, it showed that they have a 2020 Model which is not compatible with the part.
  Unfortunately, return labels are only provided when the issue itself was caused by Parts Geek, however, since the part purchased was not compatible with their vehicle, the label was not issued.
  This appears to be in transit back to our warehouse, however, as of checking today 10/31/24, there is an active chargeback that is currently open for this transaction and unfortunately, all correspondence and resolution will be coursed through their financial institution and we would not be able to further comment until this transaction is resolved.
  We would advise that Mr. ****** reach out to ****** for updates and resolution for the chargeback they opened.
  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: 11/01/2024

  [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: 22480648
  
  I am rejecting this response because: I submitted a screenshot of my conversation with ****** Products Technical support department. They admitted that they made a mistake in fitment description, left side molding fits the right side and the right side molding fits the left side of the vehicle, regardless of the year, it will not fit Left side of 2019 either. 
  
  
  Regards,
  
  ****** Stohul
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/11/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We're sorry to hear that Mr. ****** does not agree with our explanation of the issue.
  
  This case was forwarded to our warehouse and agreed to take part the back, we will issue a new RMA number and Return Label within ***** hours and once this is received, a refund will be issued 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: 11/14/2024

  [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,
  
  ****** Stohul
  
  

• Initial Complaint

  Date:10/25/2024

  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.

  Ordered brake shoes and other parts from parts geek. Everything has arrived except the brake shoes. Order eas placed 10/20/24. The brake shoes are about an hour away from me and I want to go pick them up since **** hasn't received them yet. The shipping label was created on 10/21/24. Today os 10/25/24. I have tried calling parts geek twice to no avail. The ***** time I opted for a call back which hasn't happened. I am currently on hold with them at 5:24 pm CT and have been on hold for 18 minutes. I paid $39.97 plus tax and shipping for the brake shoes. I'll gladly go pick them up if I can get the shipping cost refunded.

  

  Business Response

  Date: 10/31/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 10/20/24, Ms. **** placed an order for multiple parts including the item in affected in this complaint which is SKU: 789 - 2002 **************** Shoe Set (Bendix).
  Our warehouse confirmed this was shipped via ***** ********************** on 10/21/24, however, due to a **** Delay, this caused an issue with the tracking updates on the **** website which usually happens on the initial scan of packages shipped with USPS.
  The part was then delivered by **** on 10/28/24 which is within the 7 business day shipping policy we have listed on our website.
  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:10/24/2024

  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.

  Bought shocks and struts for a 2015 Jeep Grand Cherokee, in a kit. The front struts where right but the rear shocks where not even close to being right. This kit was OEM fitment. Pars Geek will not help resolve this issue. I would like to send the wrong parts back and receive credit back on my credit card.I hope this can be resolved ***

  

  Business Response

  Date: 10/25/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  We're sorry to hear about Mr. ********** issue with the order that they have.
  Upon further review, this order was placed on 10/16/24 for SKU: 4AQ50688 - 2015 Jeep Grand Cherokee Suspension Strut and Shock Absorber Assembly Kit (Detroit Axle).
  However, after installing the front portion of the kit, they reported on 10/24/24 that the rear portion does not fit their vehicle.
  As stated on our website, for kits/set parts, they need to be sent back in it's entirety and must be in resalable condition (complete and have not been installed and mounted) which is why they were denied by our **************** Team.
  We have reached out to our warehouse to notify them of the issue and confirming if it's possible to accept the part without the front portion of the kit.
  We will update BBB and Mr. ******** once we hear back from them.
  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:10/23/2024

  Type:Billing 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 purchased an item for a 2015 Jaguar XJ control arm on September 24th. I returned the item using the tracking nbr from *** that was provided to PartsGeek. They received the item in return on October 13th. I called on October 14th because there should be an immediate refund. I have yet to receive the refund and was told it would be 7 business days. I called on today, October 23rd and was told it would be 7 business days. It has already been that. Please refund immediately.

  

  Business Response

  Date: 10/25/2024

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 9/24/24, Ms. ***** placed an order for SKU: APCA5503 - 2015 Jaguar XJ Control Arm Kit (Autopart Premium).
  However, on 10/6/24, they requested a return under "Bought by mistake/ordered wrong" and was returned to us via **** 1Z8154WY0332169720.
  This part arrived on 10/14/24, and is currently undergoing inspection and processing before any refund can be issued.
  As stated on our website, How long do part refunds take?
  Most return refunds are processed within 14 business days or less after the warehouse receives them back. Some refunds may take longer. Credit card refunds may take up to 2-5 business days to show up on your statement AFTER we process the credit. This is beyond our control. All refunds are applied in the same manner you paid (e.g., if you paid with a check, you will receive a check refund). You should receive an e-mail the day your refund is processed.
  We will update Ms. ***** once the refund has been issued.
  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: 11/01/2024

  [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 I will note that a refund has been processed as of October 29th.
  
  Regards,
  
  *** *****