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:04/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website did not indicate the part was on back order when I purchased the part and I paid for expedited shipping 2-4 days .. 6days went buy then I had to call 3 times to get a return call .. terrible service terrible experience terrible customer service ability from these people. But they dont care they got my money

  Business Response

  Date: 04/11/2023

   

  We do apologize for your experience. This part has never been advertised as in stock. The availability on our site shows that it usually ships in 10 business days. This is usually what occurs; however, the manufacturer has this part on back-order and continues to advise estimates as to when the part will be available. Paying the expedited shipping would get the part to you faster once
  shipped but it does not decrease the time to get the part here from the
  manufacturer. I have issued a full refund and cancelled the order.
  

  While I understand your frustration, please understand that you called 3 times in a row, and we did return your call the same day that you left us a voicemail.

  I do apologize for your negative experience.

• Initial Complaint

  Date:03/02/2023

  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 Made an online purchase from ***************.com in December of last year my **** debit card was charged for the part plus shipping for a total of $10.93 . This amount was withdrawn from my bank account on 12/10/******* date I have not received the part I ordered. I have contacted them on more than 1 ocassion by phone. The first coupke tines i talked to them the informed me their supplier was having to manufacture more and they were on backorder. That's understandable. So i waited a few more day actually about a month. Called them back and they apooligized and said it should not have taken that long and they would check inti it. I called back and they said they had no record of my order. I give them the date my debit cardwas charged .And they said they cant find anything.The cell phone i made the order on was replaced due to damage and i could not retreive the order no. But as i stated my debit card was charged.. This isn't about the money. Its the fact they say they have no record is my complaint. Not to mention when I called them today and was inquiring about it. The lady I was talking to hung up on me. I was never rude to her. when I asked her why my bank statement shows $10.93 was indeed taken from my bank acount and it is from parts warehouse. She just hung up.

  Business Response

  Date: 03/03/2023

  Good Afternoon, I sincerely apologize for your experience. We are actively reviewing the call you have reported in this complaint so we may correct this situation. It appears that when the order was placed on our website the last name was spelled ********, therefore we could not locate the order under the information you provided. I sincerely apologize for the experience and will remedy the situation.You order has been refunded as the part is on a long term delay and the manufacturer cannot provide a firm date.
  See Attachment/File: **************.pdf

• Initial Complaint

  Date:02/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered replacement parts for an ** washing machine from this company. The company charged my credit card for the parts and sent a confirmation email. A day later I received the shipment email with the tracking number. When the shipment arrived, I found only one of the three parts that I ordered. I contacted customer service and got a voice mail and to leave a message, which I did. Received a call back a few minutes later and explained the situation, and the representative explained that one part is on back order and the second will be shipped tomorrow. So I told the representative to cancel the remaining parts, and he explained that it would take up to 48 hours to cancel. He also requested that I send pictures. So I then emailed multiple pictures of the part and invoice and package and for a second time requested to cancel and refund my card. Still nothing from this company.

  Business Response

  Date: 02/13/2023

  Thank you for bringing this issue to my attention. I apologize for the miscommunication here.
  Our customer service agent should have advised that the reason for the time frame was just so we can confirm that our warehouse can stop the second shipment.
  I have cancelled the 2 remaining parts and have issued a refund. I have also forwarded this information to my IT department as there was an error on our end that prevented the *** from being able to determine which parts to cancel. We are correcting that issue and sincerely apologize for the the hassle.

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an item for a trash compactor and was immediately charged. After one week was told the part was unavailable from the manufacturer and it would be another two weeks. Two weeks later the delivery was again pushed back.Email they provided me with has a phone number that leads to nowhere. Phone number on website, which is different by one digit, leads to an automated message. Automated message does not identify the company, simply states all circuits are busy and to "please try again". This is the same message at all hours of the day.Completed an online form to have my order canceled and money refunded. After clicking submit I get a website 404 error.

  Business Response

  Date: 01/20/2023

  I apologize for the frustration you have encountered. We are unsure why you would get a message of 404 when sending an email as we did receive your email and we did reply. Your order was cancelled and refunded moments after your request, and we did email the confirmation of the cancellation. As far as our phone lines being busy, we do receive over **************** here and often you are prompted to leave a voicemail, however we do return all calls. "All circuits are busy" is a message that the phone company will announce when all landlines are tied up. It has nothing to do with our phone system.
  
  

  Customer Answer

  Date: 01/23/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  While they did refund my money, the fact that the response states they prompt to leave a voicemail, then say all lines are tied up and unable to leave a voicemail contradict themselves.

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a part from the website. The detail mentioned that it was an "assembly" as opposed to individual part.
  However I just got the metal handle vs the complete assembly. When I communicated with their customer rep they said that I have to pay shipping and return shipping since it is my fault even they clearly mentioned assembly on their order and website.
  
  Order #: XXXXXXX
  Part name: "Samsung Refrigerator Door Handle Assembly #SAM-DAXX-XXXXXC"
  Assembly definition: https://2021.help.altair.com/2021.2/hwdesktop/hwx/topics/pre_processing/model_build_and_assembly/part_and_part_assembly_about_c.htm

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/01/09) */
  We apologize that the part was described as an assembly. The descriptions on our site come direct from the manufacturer. Your order was escalated to our management team and we did email you a shipping label and advised you that you would receive a full refund. Please check your email so you can see that we did resolve your issue.
  
  
  Consumer Response /* (2000, 7, 2023/01/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/01/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on December 20th and paid extra for expedited shipping (2-4days). After 6 days I contacted the company and was only then told that the 2-4 days was from the time the order shipped and that it wouldn't ship until the 28th. At no point during the ordering process was I informed that my item wouldn't ship immediately. It seems to me that this is false advertising. And now, late in the evening of January 1, my order has still not been shipped.

  Customer Answer

  Date: 01/03/2023

  The business contacted me via email on Monday, 01/02/23 saying that the order will now be shipped on 01/27/23. I replied and requested a full refund. The refund process began on 01/03/23.

  Business Response

  Date: 01/04/2023

  We apologize for your negative experience with our company. On December 20th you made a purchase for a part that showed as "Usually Ships in 10 Business Days" on our site. Therefore once the part arrived from the manufacturer we would Fed Ex the part to you as you selected Fed Ex as the carrier. You were informed before the order was placed what the time frame for the part was. Furthermore you asked us to cancel the order on January 2nd and we did so, and issued a full refund.Your desired outcome is delivery of the part, however you cancelled your order so we are unsure how we can resolve this complaint for you.

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes, on Jan 2 I requested that a the order be cancelled because that is when I was informed the the part which originally showed delivery in 2-4 days during online checkout was now expected to be shipped over 37 days from the time it was ordered. When I opened this case on Jan 1 I desired for the product I paid for to arrive in a timely fashion. I was told 2-4 days, then 12 days and lastly when I was told that my order wouldn't even begin the shipping process until ************************************************************************************************************************************** question. I am partially mollified by the refund, however an apology for the poor communication and a promise for honest communication during the ordering process for future customers would be an adequate resolution at this point.

  Business Response

  Date: 01/09/2023

  Again the information was on the product page before you put the part in your shopping cart. We try to be as transparent as possible, however we cannot guarantee time frames when we are awaiting a shipment from a manufacturer. We do strive to provide honest and realistic information to our customers that is why we provide time estimates when a part is not currently in our warehouse. Again I sincerely apologize if this was not clear and I will take your feedback to our upper management team for future consideration.
  

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept your apology and your promise to make an effort to be transparent about shipping estimates in the future.
  
  I specifically chose to order from your business because it was indicated that it would arrive sooner than other available places. If I had known it was going to be longer than a month I would've chosen another business to buy my product from. Ultimately, I found the product on a competitors website and it arrived 4 days after my order was placed. I am not likely to do business with Parts Warehouse in the future but I understand and accept your position.

• Initial Complaint

  Date:12/07/2022

  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 online that was showing available along with another part. I then received a notification that my order has shipped and then learned the day before receiving the order that the first part was discontinued by the *** and that they would refund my money however, they did not refund the full shipping cost or adjusted for the value of the shipping cost and never notified me that it was a partial shipment. The second part that was shipped was valued at less than five dollars and could have purchased the item from another online company for seven dollars including shipping. ************** has shortchanged me approximately $10 and I have communicated with them and they are not communicating back to me

  Business Response

  Date: 12/08/2022

  We do apologize for the shipping refund deficit. This was an error in our system, and upon receiving your email on 12/06, to review the refund given, we did submit an additional refund for that shipping cost. We were then notified on 12/07 that you had filed a charge-back for $17.54. At this point we cannot issue any other refunds since the dispute was approved by your bank. Unfortunately you did not allow us the appropriate time frame to assist you as is always our intention.

• Initial Complaint

  Date:11/04/2022

  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 placed an order today online for a part for my oven. I was told on the line that the customer service agent emailed my receipt, I received no email after several hours but the charge went through right away. I called back 45 minutes later and left a voicemail (weird) and did not receive a call back. I'm disputing this transaction with my bank now for a refund. Very odd to have this experience in 2022.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/07) */
  Per our records the email was sent on 11/04 at 1:20pm. It may have made its way to your spam/junk folder. The email was confirmation of the order.
  
  We did refund you upon receiving your message and replied via email that you were refunded.
  Usually when a customer does not receive an email confirmation, they allow us the time to reply. We receive thousands of calls and emails per day and unfortunately cannot always reply within the hour.

• Initial Complaint

  Date:10/20/2022

  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.

  Ordered on 8/30/2022 Called in September and was told we would have it by 10/17/2022. Emailed this morning and was told we would have it by 11/16/2022. My card was charged the day I ordered the part so they already have my money so almost two months later I have no part. I paid for expedited shipping. There was nothing on the product ordering page that indicated the part was not in stock. My order # is *******. I want a full refund.

  Business Response

  Date: 10/21/2022

  We apologize for your experience.
  
  You order was cancelled on 10/20/2022 and a full refund was issued.
  
  Before purchasing the product it clearly states on our site that this part "Usually Ships in 10 Days". As explained on our site that means the part is not in stock and normally will take 10 business days before we receive replenishment from the manufacturer. Unfortunately this part is taking longer and We did communicate that with you via email and even refunded your expedited shipping.

• Initial Complaint

  Date:10/18/2022

  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 placed a order online on 9/30/22 went smooth and shipped promptly. When I received it I opened the box to find only 3 of the 5 items that where supposed to be part of the kit I ordered. I immediately sent a email to them telling them the problem they promptly responded saying to send pictures of the box labels so I did then the problem begins I waited several days with no reply so I called left a message they called back the woman I talked to treated me like a dummy I tried to explain 2 parts were missing but I could make due with just the one she requested more pictures so I sent them immediately even with the part number of the missing piece I was requesting! I have not heard another word and they won't reply to me anymore!! Horrible experience BEWARE!!!

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/20) */
  We apologize for your experience.
  I do see that we emailed you and advised that we were reshipping the missing part at no cost to you on the 12th. Unfortunately the part is on a manufacturing delay and I show that we emailed this information to you on the 17th. Please make sure you are checking your Spam or Junk folders as we have replied to every email correspondence. If you would prefer a refund instead of a replacement please let us know.
  
  
  Consumer Response /* (2000, 7, 2022/10/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I didn't receive any email? But the missing part did show up!!