Complaints
Customer Complaints Summary
- 68 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/23/2022
Type:Product IssuesStatus: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.
Date of transaction: July 6, 2022, at 8:33 am.
Amount of money paid: 26.38
Business committed to provide a Frigidaire/Electrolux Coupler (#WCI-XXXXXXXXXX)
PartsWarehouse.com has accepted/taken my money for a product they fraudulently presented as in-stock and available at the time of purchase. With shipping, the item should have been delivered no later than July 14, 2022. As of today, September 23rd, I have still not received the item. I followed up with the company via their email address (****@partswarehouse.com) on several occasions, and each time I received an email response from their alleged customer service representative (via email address ****@partsvana.com) stating that the manufacturer is replenishing the inventory and that a new estimated shipment date is expected for the next month. (i.e. I emailed them on July 19th and was told the order would be shipped on August 16th; I emailed them on August 17th and was told the order would be shipped on September 14th; I emailed them on September 23rd and was told the order would be shipped on October 21st.)
This company is clearly a scam, as there are a litany of similar complaints depicting the same experiences and allegations. It is quite clear that Partswarehouse.com never intended to provide the product/goods that are purchased from their website and they equally have no intent of refunding customers who request as such. In my email to them today I requested a refund just today and immediately received a response with an updated shipping date of October 21st, with no year designated, and absolutely no acknowledgement that I had requested a refund. Meanwhile, their website still depicts the exact time I ordered as "in stock" and "available within 10 days."
It's also very clear that this company is not located in Rockwell, Texas, as the time stamp that the company has "received" my email reflects the time in Singapore or China, not Central Standard Time in the United States.Business Response
Date: 11/08/2022
Business Response /* (1000, 5, 2022/09/23) */
We do apologize for your experience. In every communication we provided an "estimated" ship date. 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 backorder and continues to advise estimates as to when the part will be available. This brand is not manufactured in the USA, and supply chain disruptions have been constant since the beginning of the Pandemic. We are certainly not a scam of any kind. We are in Rockwall Texas. We do have representatives available in the USA and outside the USA to serve our customers as quickly as possible. I have issued a full refund and cancelled the order. Again, I do apologize for your negative experience.
Consumer Response /* (2000, 7, 2022/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Only accepting the businesses' response because they finally issued a refund.Initial Complaint
Date:09/13/2022
Type:Service or Repair IssuesStatus: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 august 11th i ordered part for my lawn mower. it started out with a 10 day wait time but escalated quickly to much longer. Then on 9/7 it finally shipped. well it says my order shipped but when i get it i realize that only part of my order shipped. they bolts that hold everything together to make it work are no were to be found. I have waited over a month for this and still have to wait longer. and they would not allow a refund after a few hours after i ordered it. i am lived. after all of this i want a refund on my shipping!Business Response
Date: 09/14/2022
We do apologize for the delay on the Ego Bolts, however we did communicate with you, and offered to cancel the delayed part or upgrade the shipping so that when the manufacturer does replenish inventory we can rush the shipment to you. You stated to proceed and rush the shipment once the part is in stock.
Ego parts can be very difficult to obtain in the timely manner and we did provide estimates 4 times previously with the option to cancel and be refunded.
We will not refund shipping as the other 4 parts on your order were delivered and we have upgraded the shipping to Fed Ex for the delayed part.Customer Answer
Date: 09/15/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
the day after i came here to file a complaint they finally contacted me. that was the first time they ever gave me any options. but atleast they seem to be aware and trying now.Customer Answer
Date: 10/21/2022
Hi, so i still have not received the rest of my order and i have emailed this company multiple times with no response.Customer Answer
Date: 10/21/2022
do I need to open a new claim or will this one reopen?Business Response
Date: 10/25/2022
Please check your email as we have replied and provided tracking information for the remainder of your order.Initial Complaint
Date:08/30/2022
Type:Delivery IssuesStatus: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 July 31, 2022, I ordered two parts from Parts Warehouse to repair my Ryobi String Trimmer. On August 3, 2022, I received one part (Order # XXXXXXX Homelite Rigid Plastic Slider w/Metal Insert). I waited patiently for the second and main part (Order # XXXXXXX Homelite Arborless Trimmer Head Assembly). On August 15, 2022, I received a message on my voicemail from Parts Warehouse that said the Trimmer Head Assembly is estimated to ship on September 26, 2022. Since I needed a Trimmer to work in my yard, I contacted Parts Warehouse via email to cancel one order and return the Plastic Slider. They refunded the amount I paid for the Trimmer Head but was told via email that I had to pay to ship the Plastic Slider back to their company. Initially, I paid $4.27 for the part and $4.98 for shipping. Now they want me to pay another $4.98 to return the part. That means I would pay $9.96 for a $4.27 part!! Absolutely ridiculous!!Business Response
Date: 10/12/2022
Business Response /* (1000, 5, 2022/08/31) */
Customer emailed our company and asked us what our return policy was. Our return policy was provided to the customer. If a customer does not agree with a policy we always escalate the issue and a member of Customer Management will reach out and assist the customer as our goal is always customer satisfaction. In this case we had no indication that Mr. **** did not agree with our published return policy. I have provided a full refund for Mr. **** as a courtesy.
Consumer Response /* (2000, 7, 2022/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I truly appreciate Parts Warehouse resolving this case in good faith. I did receive an email response from this company regarding "Returns". My question to the company should have been escalated instead of me going back and forth with emails. Employees should be empowered to make simple decisions.Initial Complaint
Date:08/27/2022
Type:Billing IssuesStatus: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 from them in May, it is now almost September, and still have not received the part or a refund. I have reached out to them twice and both times they sent the same generic email stating they will send it in two weeks.Business Response
Date: 10/19/2022
Business Response /* (1000, 5, 2022/08/30) */
We apologize for the delay on your order. The order was placed on June 30th per our records. On July 13th we emailed you to advise that the part was on a manufacturing delay. We have contacted you via email 2 more times with differing dates as the dates provided are estimates. Unfortunately the part is still on delay. We have issued you a full refund back to your PayPal account.Initial Complaint
Date:08/26/2022
Type:Customer Service IssuesStatus: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 8/11/2022 ordered a part for my broken dishwasher. With taxes & shipping the was $123.72 using PayPal. Received email Your order number is *******, placed 08/11/2022 at 04:26PM. Had no more info on status of order. Sent message on their website on 8/25/2022 inquiring about my order. received email reply promptly back. Thank you for ordering from **************.Please accept our sincere apologies for the delay in shipping your order and the inconvenience it has caused.The manufacturer is currently replenishing their inventory, and we are awaiting new product.Currently your order is estimated to ship on 09/21.We will ship your order the same day we receive the shipment from the manufacturer.Your tracking number will be automatically emailed to you once your order has shipped.If we may be of further assistance, please do not hesitate to contact us:Call ************ Text ************ Email *********************** *************** **************** ************************** I was never notified item was a back order plus website shows item available and no back order designation. I feel a month & a half has to go by with my machine down just waiting for a part to be shipped is absolutely ludicrous & unacceptable.Business Response
Date: 08/29/2022
The part availability listed for the part ordered, at the time of the order, shows it usually ships within 10 business days. Under our part availability section it is advised that any part marked as usually ships in 10 business days can take up to 14 business days to fulfill. Unfortunately there is currently no local stock and the part is on a manufacturer delay. We cannot predict these delays especially with the current challenges in manufacturing. We have cancelled your order and issued a full refund per your request. We apologize for the confusion.Customer Answer
Date: 08/30/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Business responded quickly & professionally. I appreciate the apology for the mix up & quick action to rectify the problem. I hope this unfortunate incident was only a rarely outlier and not a reflection on the business in whole. Thank you for your quick resolution to this situation.Initial Complaint
Date:08/01/2022
Type:Delivery IssuesStatus: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.
Paid $2,505 for a ****** engine & paid extra for 2-4day shipping. 8 days later & it is not here & all routes to contact the company are a dead end.Business Response
Date: 08/02/2022
We apologize for the delay on your engine. We did advertise the part as usually shipping within 10 business days as the part is not in stock. I have reached out to the manufacturer and have been advised that the engine is now discontinued, so we have updated our site and issued you a full refund.Initial Complaint
Date:07/19/2022
Type:Product IssuesStatus: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 orderd a part for a yard blower in May and never received the part. When I email them all I get is canned responses with a new delivery date. I believe this company is a scam.Business Response
Date: 08/29/2022
Business Response /* (1000, 5, 2022/07/20) */
Hello *****,
We sincerely apologize for the delay on the part that you ordered. I am sorry to say that the manufacturer is providing us with these estimated dates. We did receive your cancellation request and we have issued the refund and notified you of this on 07/19/2022.
Again I am sorry you had a negative experience.
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