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:02/04/2025

  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.

  Ordered transfer case and it was delivered late. The transfer case was never opened out of original packing for car parts direct. Purchase order* *****. I am requesting a return label for a refund.

  Business Response

  Date: 09/04/2025

  We apologize for the delays in replying to the customer. We had to contact the yard to inform them about the return request and had to make sure they will still accept it. The correct part was sent to the customer per his order description and it was also delivered within the given timeframe. On the website, we've indicated that the part ships in 5- 7 business days (see screenshot attached). The order was placed on February 28th and was shipped the same day, February 28th and delivered on March 5th (see attached screenshot as well). We've now responded to the customer and informed that since the correct part was sent, a 30% restocking fee will be applied on the order. We have also provided a return label. This return label is prepaid so he doesn't need to pay for the return shipping fee. Part needs to be shipped back on or before April 15th. The corresponding refund will be processed once the part has been successfully returned to us. Screenshots of email reply to the customer with the return label sent are also included here. Thank you.

• Initial Complaint

  Date:20/03/2025

  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 February 21, 2025 I purchased a Rear Diffrential for my 2019 ****** Rogue for $680.99. Once we received the part on February 27th, our mechanic installed it on my car the next day. It immediately threw a code on my dash with a AWD Error. The mechanic checked what that meant and it displayed "broken clutch in rear diff". On February 29th I filed a claim through the CarPartsDirectStore website. Since then I have gotten nothing from them. I have sent several emails, left several voicemails and even contacted them on their f******* page to no avail. I spent $700 on a faulty part. This company is a complete scam. I am requesting a full refund.

  Customer Answer

  Date: 20/03/2025

  I have attached the email I received from them after making my purchase. 

  Business Response

  Date: 25/03/2025

  We sincerely apologize for the delays in the response and for the defective part that the customer received. We are more than happy to help the customer get a full refund. We would just need the part returned to us first so we can process the refund. We have already provided the return label to the customer so she can ship the part back. This return label is a prepaid label so she doesn't need to pay for the shipping. See attached for the proof of email sent to the customer and also the return label. Rest assured that the refund will be processed once the part has been returned. Thank you.

• Initial Complaint

  Date:18/03/2025

  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.

  I ordered and paid for part on 3/5/2025 order said label created part ready to ship on 3/10/2025 as of today 3/18/2025 part has not been shipped can't get a response to emails or customer service chat phone calls go unanswered and are not returned

  Business Response

  Date: 25/03/2025

  We're truly sorry that the customer still hasn't received his order. We checked with the yard and they informed us that the part was shipped on March 13th. However, since the customer informed that he still hasn't received the part, we've now processed the full refund on his order. We've also responded to his email to inform that the refund has been processed. Thank you.

  Customer Answer

  Date: 25/03/2025

   I am rejecting this response because:
  
  I have not received the email response the sent the picture of and I would like this matter kept open until I receive the refund the say was processed I don't trust the integrity of the photos because I haven't received the email they say they sent me 

• Initial Complaint

  Date:17/03/2025

  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.

  This company does not communicate when a return is requested. I am going on 3 months now and multiple emails requesting an update for a return and there is no movement in my request to return the product.

  Business Response

  Date: 25/03/2025

  We sincerely apologize for all the delays in the response. We have already emailed this customer back yesterday and provided a return label and return instructions so he can ship the part back for refund. The return label is a prepaid label so he doesn't need to pay for the return shipping fee. We have informed the customer that the corresponding refund will be processed once the part has been successfully returned. Included is a screenshot of the email sent to the customer and also the return label. Thank you.

• Initial Complaint

  Date:24/02/2025

  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.

  I can now see this is an ongoing problem wish I wouldn’t know before hand. I ordered a part from this company and I haven’t received the package and UPS also claims they don’t have the packaged part and I’ve reached out to try and see what is going on. Haven’t gotten a response and don’t know any updates at all. Car parts states my product should’ve been shipped a few days ago but hasn’t and am in a very time crunch here for the part I would like to get some information and my car part asap!!!!

  Business Response

  Date: 03/03/2025

  We sincerely apologize that the part ordered has not been shipped on time. As a result, we've now canceled and processed the refund on this customer's order. The refund should be posted back on the customer's original method of payment in a few days. We've also reached out to the customer via email to inform that the order has been canceled and refunded. Please see screenshots attached as proof of correspondence and also proof that the refund was processed. Thank you.

• Initial Complaint

  Date:29/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car part on December 3rd, 2024, from this business for $69.99 and have not received my part or received any shipping updates. I reached out via the email provided on the website and got no return. There is no number listed on the website either.

  Business Response

  Date: 20/01/2025

  We sincerely apologize that the customer didn't receive his order. We contacted our shipping department several times to check if the part shipped and they did say that UPS picked up the package with UPS tracking ****************** but for some reason, it didn't show any movement at all and since the customer informed he didn't get the part, we'll just take this as proof that the part wasn't shipped successfully. As a result, we've now processed the full refund on his order * ***** **** ******** ********** *** ***** ** ****** **********. The refund should be posted back on his original method of payment in a few days, depending on his bank. If the customer has any other concerns, feel free to email us on ************************** for quicker assistance. Thank you.
  

• Initial Complaint

  Date:27/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i order parts on car parts driect on 12/23/24 for front differential for my truck 2012 **** f150 and i didnt read the reviews and i been tried to email them for cancel and refund but no luck and i been email them over 30 times and i wanted it refund my money back since i found other one but no luck to contact them

  Business Response

  Date: 13/01/2025

  We're so sorry for being unable to catch this customer's cancellation request. The part has already been shipped out before we read his email requesting to cancel so at that time, we're unable to refund the order. The customer confirmed though that he got the part and we've now provided him with a return label which is a prepaid label so he can ship the part back for refund. We request that the customer ship it back on or before January 18th. We'll make sure to process his full refund on order * ***** as soon as we receive this part back. We sent the return label and return instructions to his email which is ************************ See attached screenshot for proof of email communication. Thank you.

• Initial Complaint

  Date:31/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered Part #5N51-3K514 on 10/10/2024. Received Part#4N51-3K514 on 10/28/2024. Asked for refund or replacement and I haven't gotten a response.

  Business Response

  Date: 08/11/2024

  We sincerely apologize for the delays in the response. We tried to get a good replacement part but was unable to do so. We'd be more than happy to help the customer get a full refund instead for his order. We've already sent a return label so he can ship the part back. This is a prepaid label so he doesn't need to pay for the return shipping. Rest assured the full refund will be processed once the part has been successfully returned. Thank you.

  Business Response

  Date: 20/11/2024

  As much as we want to process the refund on our end, unfortunately, we're unable to do so due to a dispute filed for the transaction. The customer may contact his bank to check when the refund will be posted back on his original method of payment. Thank you.

  Customer Answer

  Date: 20/11/2024

   I am rejecting this response because: so you wouldnt have processed the refund once I sent the part back. Good to know your scam…. 
  

• Initial Complaint

  Date:11/09/2024

  Type:Customer Service 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 reached out four times to Car Parts Direct via email in the last 5 days and have not heard a response regarding the following order placed for a 2017 ****** Rogue AWD Rear Differential: Order #20006 Tracking: ****************** The part was ordered on 8/15/24 and I received it on 8/31/24. Upon trying to install the replacement rear differential in my vehicle, it became evident the rear differential I received is actually for a 4x4 instead of an AWD. I am not getting a response from the company via email or chat and I am incredibly frustrated. My car is in pieces until I can get the correct part. I requested the correct rear diff to be overnighted and a shipping label to return the incorrect one. This is my only reliable vehicle right now as a mom of two.

  Business Response

  Date: 23/09/2024

  We sincerely apologize for the delays in responding to this customer. We will make sure to respond in a more timely manner and get the issue resolved as soon as possible. We have already responded to the customer's latest email as shown in the screenshot attached here. Thank you.

• Initial Complaint

  Date:10/06/2024

  Type:Customer Service 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 car radio head for $224.99 from this store, I sold the vehicle right before I received this part. I order this part on 5/7/24 order #18416. Once I received the item I emailed them the day after I received the packed on 5/12/24. They emailed me back saying that a 15% restocking will apply, which I had no problem with and they sent me the return slip on 5/15/24. I went to the *** store the following day and sent it back. It was delivered to the location on the return slip in Toledo Ohio on 5/21/24 at 2:06 pm by a gentleman named **** at the front desk. I emailed them on 5/18/24, 5/23/24, and 5/28/24 and have yet to receive a reply, I’ve been asking when my money will be returned to me since I returned the part along with leaving my phone number to call me at to resolve this issue. I have also called them on 6/4/24 while leaving a message, and on 6/5/24 whit no answer. So I am reaching out to the BBB to help resolve this issue and hopefully help me with my refund.

  Business Response

  Date: 11/06/2024

  We sincerely apologize for the delays in responding to the customer. There have been some delays in the inspection of the return package. We did confirm that the part has been returned and we've now processed the corresponding refund on the order. 15% restocking fee has been applied and the customer is aware of this. We've also emailed the customer back to inform that the refund has been issued. Thank you.