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:10/05/2022

  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.

  9/25/22 total 287.68. I ordered a 2007 ***** *** front and rear suspension kit they only sent the front portion of the kit. I contacted their customer service And let them know that I only received half of my order. They are refusing to send the rest of my order and will not refund any of the money as they were installed on the car. They are now they are refusing to send the rest of the kit because the fronts are considered used. I just want the other part to my kit that was promised that I already ordered. Order number is *********** 

  

  Business Response

  Date: 10/06/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  We'd like to extend our sincere apologies to ********************** for receiving an incomplete kit from their order under Parts Geek Order Number: ***********.
  
  Our warehouse was notified immediately after this was reported by ********************** that they only received the 2 Front Strut Assemblies in which our warehouse notified us that there was a second tracking number from *** which is ******************.
  
  Since ********************** has not received this yet, our warehouse has filed a tracer claim with *** to identify if this was delivered or was lost in transit.
  
  We are currently waiting for the response of the carrier since the investigation is still ongoing, unfortunately, we have no control over the investigation as this is conducted by the carrier and may take up to 10 days or more, but we're constantly monitoring this to ensure that once a decision is available, we will be able to get this addressed.
  
  As for shipping out replacement parts, unfortunately, we do not ship out replacement parts as the investigation is still ongoing with the carrier and for returns, the parts received must be sent back to us for a refund.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 10/21/2022

  [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:10/04/2022

  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.

  Re: Parts Geek LLC Order # *********** Order placed 9/30/2022, Order received 10/4/2022 Parts Ordered 2012 ***** *** Wiper Blade - ***** ICON Price: $7.94 Qty: 1 Part #: *****-******* 2012 ***** *** Wiper Blade - ***** ICON Price: $11.23 Qty: 1 Part #: *****-******* 2012 ***** *** Wiper Blade - ***** ICON Price: $8.05 Qty: 1 Part #: *****-******* Sub Total: $27.22 Shipping: $15.22 Tax: $3.74 Total: $46.18 I ordered 3 ***** ICON wiper blades, a product I have used many times. The product delivered was NOT ***** ICON, but rather ***** "Clear Advantage", a lower-priced product line. [See below for photos of ***** Icon packaging vs. the ***** Clear Advantage packaging that I received]. Parts Geek customer service agent Erick A***** insisted to me that that there is no difference between the "ICON" and "Clear Advantage" wipers. He pointed out that while the website identifies these products with a headline that says "***** ICON", smaller print further down the page says "Clear Advantage". But contrary to his assertion, the same webpage also displays different wipers of the same size that are clearly identified as "Clear Advantage" at a substantially lower price. This has the appearance of an attempt to misrepresent a cheaper product as something more expensive. It is misleading at best, and fraudulent if it is intentional. These wipers are presented on the website as ***** ICON, a well-known ***** premium product line, when they are in fact something else entirely. I am open to either an exchange for real ***** ICON blades, or a refund, but since the product was misrepresented, I do not feel that I should have to be responsible for return shipping charges.

  

  Business Response

  Date: 10/11/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  On 9/30/22, ******************** placed an order for the following items:
  2012 ***** *** Wiper Blade - ***** ICON - *****-******* *****
  2012 ***** *** Wiper Blade - ***** ICON - *****-******* *****
  2012 ***** *** Wiper Blade - ***** ICON - *****-******* *****
  However, they received an incorrect part which are ***** Clear Advantage Wiper Blades.
  A refund has already been issued on 10/5/22 and the part(s) received by ******************** doesn't need to be sent back to us.
  We have also relayed this information to our team to ensure that all our listings/catalog are properly updated and prevent this issue form happening.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 10/27/2022

  [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. 

  I would like to note, however, that as of 10/27/2022, the misleading online catalog entries for the items I ordered have not yet been corrected.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:09/27/2022

  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 27 Aug 22 (1131hrs), I ordered (***********) a part (2013 *********** Strut Coil Spring sway bar link kit) on partsgeek website for $261.47. I tried to cancel the item withing 2hrs of ordering it but they refused to cancel and stated the order has been processed even though they could not provide me with a tracking number at that time. Partsgeek customer service informed me that i would have to wait till the item is shipped and then email for instructions on how to return the item. I was given instructions on how to return the item and to my surprise, I was liable for shipping cost of $48.82. On 12 Sept 22, I sent the item back in its original 2 packages tied together through *** /Tracking#****************. I was informed that I will receive a refund within 14 days. On 22 Sept 22, I was informed that I received a refund for $7.23 WITHOUT EXPLAINTION. I called ************* and spoke with an employee about my refund of $7.23. The employee was able to look up the order (***********) and had no knowledge why i only received $7.23 even though all items were sent back. The employee informed me to wait 7 to 10 days and if i didnt see the full refund to call back. I also sent an email to partsgeek costumer service about the refund of $7.23 later on that evening (22 Sept 22). On 26 Sept 22, I received an email from Parts geek customer service (NIcci) stating that the reason for the partial refund of $7.23 is because all items were damaged, therefore cannot be resold and had to be scrapped. Im having a hard time believing that all items in the two original boxes that were sent back were damaged. I couldnt even file a claim with *** because they need to be able to inspect all damaged items. Can you please assist me with this matter. Please let me know if you need any information from me. Thank you!

  

  Business Response

  Date: 09/30/2022

  We apologize that there was an issue with the return of part number ******** 2013 ********** Strut Coil Spring Sway Bar Link Kit. I have attached pictures of the condition the warehouse received the items when they were returned. According to our return policy all items must be returned in unused resalable condition. Items in this kit were deemed unusable and not resalable so they were destroyed by the warehouse. In addition, ********************** has already disputed the charges with his financial institution thought the chargeback process and it was deemed that the charges from Parts Geek were valid.

  Customer Answer

  Date: 10/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was never given an explanation in the email when i received the partial refund of $7.23 on 22 sept 2022. After speaking with an employee who had no knowledge of the partial refund and sending an email to customer service, I was finally given an explanation on 26 sept 2022 of the partial refund and stated that all items were damaged therefore, scrapped before i can even file a claim with ***. *** needs to send someone and physically see the damaged items when filing a claim, pictures are not going to be sufficient to file a claim.
  
  Regards,
  
  *********************************
  

  

  Business Response

  Date: 11/01/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  We're sorry to hear that ********************** didn't agree with our explanation regarding the partial refund they received for this order.
  
  As stated on our return policy, parts must be returned in resaleable condition and must not be damaged/used/installed.
  
  Our team explained that the issue was due to the damaged part that was received by our warehouse and we have also provided photos directly to ***********************
  
  In good faith with the BBB and **********************, Parts Geek has issued a refund for the remaining amount of this order which should reflect within 2-4 business days.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:09/25/2022

  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 was quoted an ac compressors to fit my 2015 ******** **** based on my Vin. # . I purchased part and was received on 8/25/22. Order #**-********. After matching new to old part it was wrong. I got RMA and shipped back their warehouse that same day. They sent emai back on 9/7/22 saying part was used/installed. And are returning part back to me. I respond I didn't install part just unboxed it. They ask for pictures but they stil had the part. When it did arrive back I could see it was threaded in a bolt hole. They sold me this part in used condition and will not accept a return or refund. It was $419.78 . I have emailed them 5 times and call customer service 4 times. Each time they tell sorry our warehouse declines this return and this is closed. They didn't provide pictures of the part when they shipped it to me to prove it was an unused or not installed condition. I already purchase the correct part from Rockauto and installed it and working perfectly. Oh by the way their parts box came sealed with tape unopened. Partsgeek box was not sealed just cardboard tab flap to open up box. I seek a full refund. Isnt it illegal to sell used auto parts as new parts? Please advise Reguards ** I WANT A FULL REFUND

  

  Business Response

  Date: 09/26/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  On 8/25/22, ******************** reached out to us stating that they received an incorrect par for their vehicle and we issued an RMA Number and Return Label on the same day.
  
  The warehouse received the return on 8/31/22 and it underwent inspection and processing by the warehouse and during this time, the warehouse determined that the part sent back to us was used and not in a resaleable condition.
  
  As stated on our return instructions, parts returned must be in a resaleable condition and must not have been installed.
  
  This was sent back to ********************, however, upon careful considertation, we have issued a one-time courtesy refund for this order, but as of the time of the refund being issued, ******************** has an active dispute opened with their financial institution.
  
  Unfortunately, for us to issue the refund, we would need to wait for their financial institution to close the investigation, or for ******************** to close the case directly through their financial institution.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.
  
  

• Initial Complaint

  Date:09/24/2022

  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.

  The company is hiding honest negative non offensive reviews on there website. They are selling defective parts and not honoring there return policy forcing people to spend hundreds to a mechanic for a work order. When parts can be tested at there factory as defective before they ship. Very dishonest people.

  

  Business Response

  Date: 09/27/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  **************** purchased SKU: ******** - 2001 ********* ***** Knock Sensor and Manifold Gasket Set from our website on 7/16/22 and reported that these parts have gone bad on 9/22/22.
  Defects are a manufacturer issue and we have notified the manufacturer of this issue. Parts Geek can only follow the policies of the manufacturer and as stated on our website:
  What if my part fails? What type of warranty does my part have?
  Most of our parts (but not all) come with a one-year warranty excluding wear and tear items. Depending on the type of product you purchased, you may also have an extended warranty if you purchased one. On occasion, we may ask for the original repair order and other documentation regarding the repair to be sent to us in order to process the return.
  Our warehouse has not requested a work order for this specific part and a return request was already submitted in which **************** will receive the return instructions including a courtesy return label to their email within 24-48 hours.
  Once this has been received by our warehouse, a refund will be issued in 3-5 business days.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:09/22/2022

  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 or about 9-09-22 I placed an online order to Parts Geek LLC. Item ordered: Clutch Kit - (*** Brand) for, 2008 ****** ** ******* - Part number ******** Cost: $438.43 (not including shipping) Upon delivery of item it was discovered that Parts Geek had mistakenly packaged a "*****" clutch kit, of lesser value ($313.46) in *** packaging. This is NOT the kit I had ordered, however, I opted to make use of the lesser valued kit as the vehicle in question had been broke down for several days awaiting Parts delivery and was now subject to tow. I contacted Parts Geek LLC to seek a partial refund for the monetary difference in kits, which is $124.97, as per their prices advertised on their website. I was asked by their custo6 service department to qualify the mix up via photos of the box, packing slip, and proof of wrong part, to which I sent several clear photos showing the obvious mix up. After sending a detailed reply to custo6 service, with proof of wrong part pics attached, I was asked by cus service to provide another set of photos clearly sho the wrong parts, to which I complied. A third response from Customer Service soon came back asking for yet another round of tbesame pictures, however, after reviewing the previous photos sent, and determining them ro be more than adequate to provide proof that the wrong kit was packaged in the right packaging, I informed Customer service that the proof requested had been satisfied, and again asked for a partial refund to cover the difference inkit value. Several times I've spoken with a customer service agent, but they assured me no refund could be generated via them,andthatmy request would have to be sent over to the warehouse for a final resolution. Parts Geek, today, generated one last email advising me the only resolution their willing to provide is for me to send back the item and wait to be refunded. This resolution is unacceptable as the vehicle would be towed & additional charges assessed.

  

  Business Response

  Date: 09/27/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  **. ****** ordered SKU: ****** - 2008 ****** ** ******* Clutch Kit from our website and was delivered on 9/15/22.
  We were notified on 9/16 by **. ****** that the part they received was a different brand than the *** Branded part they ordered for which we requested photos that we will use as a reference to provide our warehouse to investigate the matter.
  The photos were sent by **. ****** and were immediately forwarded to our warehouse in which they confirmed that the part ordered by **. ****** was the same as they ordered on our website.
  This was relayed to **. ****** on certain occasions by our Customer Service Team, but since they were not satisfied with the explanation of our warehouse, an RMA Number was issued including a return label which they can use to send the part back for a full refund.
  Unfortunately, the part needs to be sent back to us before we can issue a full refund since we do not do partial refunds.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 10/19/2022

  I'm rejecting the response based on erroneous claims by Parts Geek that they received confirmation from their warehouse that the part I ordered and the part I received were the same part.... In fact, and in VERY CLEAR detail via the pictures I submitted, they WERE NOT THE SAME PARTS ORDERED! The packaging the part came in (***) was of the correct (ordered) brand, however, the actual parts contained in that box, very clearly show that they are of a competitors brand (***** -- Also carried and distributed by Parts Geek) and IN FACT, not a *** clutch kit.
  
  How anyone in the Parts Geek warehouse could fail to recognize this even after several proof photos were sent in by me, is absolutely beyond me. Even the picture of the invoice I sent showed I ordered a *** clutch kit via the part #.... And the clutch kit parts I received are very clearly of the ***** brand -- again, VERY CLEARLY marked as such.
  
  The Aisin clutch kit is less expensive on their site than the *** clutch kit, by the amount stated in my original correspondence to BBB (also pictured). Therefore,
  Parts Geek was paid an amount they are not owed, and are blatantly refusing to refund the difference.
  
  This is theft, and they need to be held accountable!
  
  As for them sending me a return label to get a full refund -- I addressed why that was not an option in this case via my first correspondence to both, them, and BBB. I simply didn't have time to wait for a returned product to be corrected and sent back out to us.
  The vehicle would have been towed from the site it was broke down at and unnecessary additional fees would have resulted, so I had no choice but to install the clutch kit they sent... though it was of lesser quality and not the one I had ordered, it was in-fact the correct fitment for the vehicle.
  
  All I was asking was for them to return the overage I paid, as I didn't receive the more expensive kit I had ordered... and I would have been happy.
  
  As a result of this experience, I, nor my shop, nor any of my clientele (if I have any say in the matter) will NOT be doing business with Parts Geek again.
  
  ~ *******

  

  Business Response

  Date: 10/19/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  We're sorry to hear that *** ****** did not agree to our explanation and resolution regarding this particular issue.
  
  As stated on our previous response, the warehouse confirmed that what was sent is the same as the part on the listing which was also based on the photos sent by *** ******.
  
  However, in good faith with the BBB and *** ******, we have issued a refund of $124.97 back to *** ******'s payment method which should reflect within 2-4 business days.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:09/22/2022

  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 ordered a rotor/disc pads and hardware kit for my wife's 2016 ****** ********. The rotors came via ***** and the rear disc pads came USPS.  The kit was missing the front disc pads and hardware. Obviously, they do split up a kit since the parts that did come were shipped by different carriers. I was informed that they "don't break up kits" and that I would need to return the whole kit and order a new one. Since I had already installed the rear sets, this was impossible. I would like a set of front pads and hardware or a refund for the cost of those I purchased locally.

  

  Business Response

  Date: 09/22/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 8/30, ****************** placed an order for SKU: *********** - 2016 ****** ******** Brake Pad and Rotor Kit.
  This was shipped and delivered, however, on 9/3, they reported that they only received 1 set of Brake Pads and they are missing the Hardware.
  We reached out to the warehouse and an RMA Number and Return Label was issued for ****************** so they can return the part(s) they received for a full refund, however, they have already installed the parts they received which prevents our warehouse from accepting the return since it's already in a non resaleable condition.
  If ****************** can provide us a receipt of the purchase they made locally, we can check our options for refund.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  

  Business Response

  Date: 09/26/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  We have issued a refund of $55.61 to cover the cost of the missing part purchased locally by *******************
  
  A feedback has also been sent to our warehouse to ensure similar issues such as this doesn't happen again moving forward.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 09/26/2022

  [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:09/21/2022

  Type:Sales and Advertising 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 front end kit, ball joints, tie rods ect. It came to $307.97. After receiving the kit I noticed it was missing the lower ball joints. I contacted them and told them about the missing parts. I was told they would get ahold of the warehouse to discuss the issue. In the meantime I purchased the missing parts from a local auto parts store so I could get the service done I had scheduled. My reply from them was I had two options. One, I could return the parts kit for a full refund. I would have to pay for return shipping. Two, they offered me a $15 rebate on the missing parts. They would not send me the missing parts. As of now I just want to be reimbursed for the parts I had to purchase which I had to pay $122 for.

  

  Business Response

  Date: 09/21/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us.
  
  ************ reported that the part they ordered which is SKU: ********* - 2001 ***** *** 1500 Ball Joint Sway Bar Link Tie Rod End Kit was missing the Lower Ball Joints.
  
  The warehouse was immediately notified, and they were offered a $15 refund for the missing part, or they can send the part back for a full refund.
  
  Unfortunately, the warehouse has notified us that they are unable to ship out the missing part(s), should ************ decide to send the part(s) back for a full refund, we have issued a return label so they won't pay for the shipping costs.
  
  Once the part is received by the warehouse, a refund will be issued within 3-5 business days.
  
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:09/20/2022

  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 ordered a lock mechanism for a *********** The customer was stranded in las vegas from utah. I paid for 2 day delivery, the fastest shipping for an extra $35. There hours said they are open 8am-8pm daily. I ordered this part on a friday. I waited around till sunday without any tracking or shipped confirmation. Sunday night i ended up going another route and getting it fixed. On monday still hadn't received a tracking number, I attempted to cancel and was told through email this wasnt possible. I called several times yesterday and my call was ignored. This is completely unprofessional and dissapointing.

  

  Business Response

  Date: 09/21/2022

  On 9/17 at 12:46 am, ****************** placed an order on the Parts Geek Website for SKU: ************* - 2012 ********** ***** Ignition Lock Assembly with Next Day Shipping.
  The order was processed, however, since it was a weekend, the order shipped out on the next business day Monday 9/19, and was delivered on 9/20 via ***: ******************.
  As stated on our website, When Can I Expect To Receive My Order?
  Overnight and 2-day delivery is not guaranteed, if you select overnight or 2-day shipping that only means that arrangements will be made to ship it out using that service. Please be aware that overnight orders placed on Friday will be delivered Monday with the exclusion of a holiday. We do not offer delivery on Saturday, Sunday or holidays.
  Should ****************** wish to get a refund, we have arranged a return of the parts and also issued a courtesy return label that he can use to send this back.
  Once the part has been received by our warehouse, it will take 3-5 business days before a refund can be issued.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 10/08/2022

  [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:09/17/2022

  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 placed a order with this company they took for ever to process the order then it took about 10 days to get to me and then I opened the package the item was nothing like what I had ordered called them was told they have to open up a ticket with there warehouse that it would take up to 1 to 4 days for them to get back to me now they want me to send the item back so I said no problem asked if a replacement part was going to be sent was told no If I want a new item I would have to buy it again now that I have sent the item back they are telling me that I have to wait till they get the item back and then ones they get it back I would have to wait a additional 10 to 14 days before I get my refund and I think this is ridiculous please help thank you **********. PS first picture is the item I wanted then the rest is what they sent me

  

  Business Response

  Date: 09/19/2022

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  Upon further review, this order was placed on our website on 9/6/22 and was delivered on 9/15/22.
  As stated on our website, When Can I Expect To Receive My Order?
  Ground orders are usually delivered in 3 to 7 business days. Some orders may take longer than 7 days.
  While we strive to ensure that the 3-7 business day time frame is observed on all shipments, there are times when there are uncontrollable delays with the carrier.
  A refund was already processed for this order on 9/18/22 and should reflect within 2-4 business days due to the processing time of your financial institution.
  Again, please accept our apologies for any inconvenience we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 09/29/2022

  [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,
  
  *****************************