Complaints

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:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  it’s a unused part and I did not have that part for 50 days take the part give me my money and I won’t never order from u people again this is disgusting I have to even go through all of this I should have read the reviews cause I see nothing good at all 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 06/25/2025

  The customer placed an order on 05/01/2025, and the part was delivered on 05/03/2025. She first contacted us on 06/24/2025 to request a return, which is more than 50 days after delivery. As stated in our return policy, items may be returned within 30 days from the receipt of the shipment if they are in original condition. Because her request was made well beyond this timeframe, we were unable to accept the return. We understand her frustration, but our return policy is clearly stated at the time of purchase and applies equally to all customers.

  

  Business Response

  Date: 06/27/2025

  Hi *********

  
  We understand you are upset. Your order was delivered on May 3, and you contacted us on June 24, which is 50 days later. Our return policy allows returns within 30 days of delivery, so we cannot accept the return.

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair 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.

  
  
  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.

  Thank you so much for your help. We are VERY happy with this resolution.
  

  Sent from my iPhone

  
  

   

  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  d sending me automatic responses.. I am a single mother of three and I am in nursing school. What company would send you a faulty part and then not return your money? It was within the 30 days, and it was a faulty part. There was no way for us to know the part was faulty without trying it. There's no way you could just look at the part to tell it was faulty..

  

  Business Response

  Date: 06/20/2025

  Hi ********

  
  We’ve issued a one-time refund of $210.24 for the defective part as an exception. Depending on your bank’s policies, the refund should appear in your account within 2–10 business days.

  
  Thanks, and have a great day!

• Initial Complaint

  Date:06/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  FedEx has confirmed FedEx tracking number ************ was shipped via ground service and can be reached at 1-800-go-fedex.  
  

  The vacation hold was not an interference, it was scheduled for 6/3/25 onward. Had it been the reason FedEx tracking: 881638066709 would not have been delivered on 5/29/25.

  There has been no email or requested call received from the company since reporting this incident to BBB  

  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  by them but don't have the time to do so. My order status has been updated to 'shipped and delivered' in my account but this is not accurate. I have attached my order, delivery status along with their shipping options.

  

  Business Response

  Date: 06/02/2025

  The customer selected 1-business-day shipping at checkout, and both packages shipped on May 29, 2025. One was delivered the next day. The second shows "Future delivery requested" in FedEx’s tracking, which indicates a hold placed by the recipient, not a delay caused by us. We spoke with the customer on six phone calls but were unable to get a clear resolution request. We asked her to email us how she’d like to proceed, but she has not responded. Until we hear back, we are unable to take further action. We remain happy to help via email.

  

  Business Response

  Date: 06/03/2025

  Thank you for your reply. To clarify, both shipments were scheduled for delivery on 5/30/25. The FedEx tracking for package ************ shows a “Future delivery requested” exception on the morning of 5/30, which is outside of our control. This status can only be placed by FedEx, not by our company. We also did send a follow-up email on 6/2/25 requesting how you'd like to proceed, but we have not received a response. We're still happy to assist, please respond to that email so we can help resolve the issue.

• Initial Complaint

  Date:05/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After reconsidering the whole experience, my frustration was obviously driven by what I would do as a businessman and not what this business operating limitations may be. Part Dr did reach out to me directly a week after this complaint offering to warranty the item as an act of good faith. Unfortunately, I had already ordered a replacement part from another vendor. I know now that **** at Parts Dr obviously had no knowledge of my conversation with the customer service employee, therefore did not have a chance to accommodate me till it was too late. I asked for a refund, but that was not an option for this business.   ut will buy it directly from Samsung this time.

  

  Business Response

  Date: 05/28/2025

  We’re sorry to hear the customer experienced an issue with the part. The item they received is a Genuine OEM Samsung part, sourced directly from authorized distribution. Samsung does not always use branded retail packaging. Many parts come in protective bubble wrap with a Samsung part number label, which is standard for OEM components.

  
  The order was placed on 2/19/25 and delivered on 2/22/25 at 12:06 PM, according to FedEx tracking #************. Per Samsung’s policy, which we follow, the 90-day manufacturer warranty begins on the order date, not the delivery date. The part failed on 5/21/25, which is 92 days after the order date, and therefore outside the coverage period.

  
  We understand this is disappointing, but we are required to follow the manufacturer’s warranty terms. While we cannot offer a replacement in this case, we do stand behind the authenticity and sourcing of the product.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  yes I’m aware there’s no record because we reached out via chat and I should’ve screenshot of the chats, but I didn’t because I thought this would be resolved, but it’s not because his business is actually a crook. Please help me out here. It’s $200. It broke literally within three months. It is ridiculous.

  
  
  Sincerely,
  
  
  
  Angelino Policaro

  

  Business Response

  Date: 05/27/2025

  We’re sorry to hear you’re unhappy with the ice bucket you purchased. The part is covered under a 90-day manufacturer warranty, and we follow that policy for all Frigidaire parts. The purchase was made on 07/28/2024, and by the time of this BBB complaint on 05/27/2025, the warranty had expired. The manufacturer’s warranty covers factory defects but does not typically cover physical damage such as cracks. Because the part is outside the coverage period, we’re unable to offer a replacement. We understand this is frustrating, but we’re required to follow the manufacturer’s warranty terms.

  

  Business Response

  Date: 05/28/2025

  Hi A********

  
  We understand your frustration. The part is covered under a 90-day manufacturer warranty, which applies to defects and not physical damage like cracks. We have no record of a warranty claim submitted within that 90-day window, which is required to process a replacement. We sell brand new OEM parts and follow the manufacturer’s policies. Since the warranty period has passed, we’re unable to offer a replacement.

• Initial Complaint

  Date:04/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package was shipped FedEx smart post then delivered to USPS for delivery. Neither FedEx or USPS show having my package going on 3 1/2 weeks no delivery contacted parts doctor for help to file a claim for a lost package and they will not do it they keep saying it’s in route After talking to FedEx and USPS. They told me to call parts doctor to have them file a claim parts doctor will not work with me on this.

  

  Business Response

  Date: 04/11/2025

  *** ******* placed an order on March 21, 2025, and selected FedEx SmartPost to a PO Box. At checkout, our site notes that delivery to PO Boxes typically takes 3–8 business days but is not guaranteed. We recommend using a physical address for faster delivery. FedEx transferred the package to USPS on March 25. USPS has not updated tracking since. We contacted the shipping carrier multiple times and were told the package is still in transit.
  Given the delay, we offered to ship a replacement to a physical address, with the option to refuse the original if it arrives. We're currently waiting for *** ********* response.
  
  

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As per the BBB request please find the attached letter from ****** ******* designating me, ******** ***, to act in his behalf on the Parts Dr complaint.  Also attached is the original purchase receipt.

  ******** ***

  Richland, WA

  

  Business Response

  Date: 04/08/2025

  Thank you for your feedback. We’re sorry the part didn’t resolve the issue and understand your frustration. The part purchased was a new, genuine OEM circuit board. Like most appliance parts retailers, our policy does not allow returns on installed parts, as they can be damaged during use and cannot be resold. This policy is clearly stated during checkout.

  
  The part did not resolve the original issue, which can sometimes indicate a separate component may be at fault. If the part is believed to be defective, we’re happy to help file a warranty claim through the manufacturer for a replacement.
  We’ve also reviewed the call and apologize if it was frustrating. Our goal is to provide helpful and respectful service, and we’ll follow up internally to ensure this.

  
  Please use the link that we emailed to you if you would to start the defective claim process.

  

  Business Response

  Date: 04/16/2025

  At this time, we have not received the completed defective part form, which is required to begin the warranty claim process. Our position remains the same: installed parts are not eligible for a refund, but if the part is believed to be defective, a replacement may be provided through the manufacturer’s warranty. Please have the original purchaser complete the defective part form that was emailed to them. We’ll be happy to assist once that is submitted.

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 20, I ordered an item from Parts Dr. I decided a few hours later that I didn't want the item and reached out to cancel the order. They told me they couldn't do so because the part had already been picked up. The tracking number I was sent showed that the package was actually picked up three and a half hours after that email exchange. They flat out refused to cancel and did not return any of my subsequent emails.
  
  
  Fast forward a few days and the order arrives at my house in a tattered destroyed box. The part was scratched up and looked like it had been used. If not used, it was severely scuffed in transit due to the inappropriate packaging. The part was a washing machine lid, and I do not want a scuffed lid on an appliance I use daily. The company would not respond to my request for return, even parts received damaged are returnable at their expense, per their return policy.
  
  
  I disputed the charge with my credit card company, outlining the above info. The charge back was approved. After the charge back was approved, I received a threatening email from the Parts Dr, telling me to end the charge back and pay for return shipping or he'd file a police report against me. This effectively amounts to extortion.
  
  
  There are multiple other instances I found online where this company didn't deliver as promised and threatened police action against people who complained or charged back after not getting a resolution. There are also instances online where they would not issue refunds even after shipping the item back. My experience is clearly not a one off thing.
  
  
  I have the legal right to charge back. My credit card company sided with me given the same information I laid out above. I will not be harassed and extorted after being mistreated and ignored by this company. Also, if they disagree with the charge back, why not contact the credit card company instead of threatening me? Seems like maybe they've been restricted from challenging charge backs due to past issues.

  

  Business Response

  Date: 02/27/2025

  We appreciate the opportunity to address this complaint and provide an accurate account of the events. The claims made by the customer contain several inaccuracies, which we would like to clarify.

  
  The customer placed their order on February 19, 2025, at 5:25 PM and requested cancellation nearly 22 hours later, on February 20, 2025, at 3:44 PM. By the time the request was received, the order had already been processed, invoiced, and loaded onto the shipping carrier’s trailer. At this stage, retrieval was no longer possible. While the carrier may have scanned the package at a later time, this does not mean the order was still within our facility or available for cancellation.

  
  The customer later claimed that the item arrived damaged; however, they did not notify us of any damage before disputing the charge with their bank. Our return policy clearly outlines the process for reporting shipping damage, and had the customer contacted us prior to initiating a chargeback, we would have been happy to assist in filing a damage claim and resolving the issue.

  
  Instead, the customer retained possession of the item while disputing the charge, which is not the intended use of the chargeback process. Our communication regarding the chargeback was not intended as harassment or intimidation but rather as a necessary step to recover the cost of a product that had not been returned. Businesses have the right to dispute chargebacks and take appropriate measures when a product is not returned, just as consumers have the right to file disputes in cases of billing errors or unauthorized transactions.

  
  The customer’s allegations that we routinely deny refunds or threaten legal action without cause are entirely unfounded. Our company maintains clear policies that we enforce consistently, and we work diligently to assist customers who follow the proper process for returns and damage claims.

  
  Despite the chargeback, we have offered to assist with the customer’s damage claim, provided they submit the required documentation. We remain committed to fair business practices and will continue to protect our company from fraudulent chargebacks while providing assistance to customers in accordance with our policies.

• Initial Complaint

  Date:02/25/2025

  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.

  late August 2024 I ordered
  Part #********** ********* *** ******** from Parts Dr for over $250.
  
  A hinge failed/broke in under 90 days of usage. I filed a defective part request with photo in early December 2024.
  Defective Item – Order 17-902-80.
  
  Parts Dr Reply:
  Hi ******,
  
  Thanks for reaching out regarding your order. Unfortunately, the manufacturers part warranty does not cover any physical damage.
  
  **************************** 
  Please let us know if we can help you with anything else.
  
  Thanks,
  
  --
  Anthony
  PartsDr.com
  
  ****** Fields on December 7, 2024 at 11:07am wrote:
  
  Hi ******,
  
  Thanks for contacting Parts Dr!
  
  This automatic reply is just to let you know that we received your message and we'll get back to you with a (human) response as quickly as possible. During business hours (Mon-Fri 9am-6pm CT) we do our best to reply within a few hours. Emails received on evenings and weekends are usually responded to the following business day.
  
  Cheers,
  The Parts Dr S
  
  How can they justify a hinge failure under 90 days as physical damage?????

  

  Business Response

  Date: 02/26/2025

  We take customer concerns seriously and have reached out to *** ****** directly with a resolution offer. We are awaiting his response.

• Initial Complaint

  Date:12/30/2024

  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.

  Damaged and used part arrived. Customer service is atrocious. After providing all the necessary photos of the “new” item, and filling out an unnecessary long form. They want more personal information about the serial numbers of equipment unrelated to the damaged item. Extremely unprofessional staff that hung up twice because of the disagreement. I requested a refund to avoid their policy for exchanges, to which they agreed, but refused to give me any details on the return process. Including timing or return process. Remember they don’t have a store I can walk this product back in through the front door. I have been forced to file a dispute through my bank for these charges.

  

  Business Response

  Date: 12/31/2024

  Dear *****
  Thank you for bringing this matter to our attention. We understand your frustration and appreciate the opportunity to address your concerns.

  
  After reviewing the details of your complaint, we want to clarify the sequence of events and provide additional context:

  
  Refund Process
  Prior to your filing the BBB complaint and disputing the charge with your bank, we issued a full refund of $172.26 for the damaged part. This refund was processed on 12/30/2024, and we informed you via email about the refund and provided details on the timeline for your bank to process the credit (2–10 business days, depending on your bank).

  
  Return Instructions
  To simplify the process, we informed you that you could hold onto the part for 30 days and that we would contact you if we needed it returned. If no contact was made within 30 days, you were free to dispose of the part. This was communicated to avoid any inconvenience with returning the part unnecessarily.

  
  Request for Additional Information
  Any additional information requested (e.g., serial numbers) was intended to ensure accuracy and verify the compatibility of the replacement part. We strive to provide the correct items for each customer’s equipment and occasionally require such details to avoid repeat issues.

  
  We hope this explanation resolves any misunderstandings. Please feel free to reach out to us directly if there are further concerns or clarifications needed. We remain committed to improving our processes and providing the best customer experience possible.