ComplaintsforBuyAutoParts.com

New Auto Parts

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Initial Complaint
06/16/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered a part 4 days ago from this company and, as of today, the part has still not shipped. Customer support is non-existent, phone number brings you to a voicemail system, the chat feature does not work and email's get no response. I'm very dissatisfied with this company. I'd like to know where my part is, whether it's been shipped, or really any information on the part I ordered.
Business response
07/21/2023
Hello,

I apologize for the delay and for the issues you experienced with your order. I would love to investigate this further, but would need an order number to proceed. Please reply with order details so I can look into this for you. Thank you, have a great day!
Thank you,

******** | **************** Manager
************************
************
Initial Complaint
05/22/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I baught a set of turbos for my truck and they were defective i understand the Warranty was up by 2 months but the part sat in my garage till I had the money to have installed so the part actully was only installed for 3 months before it went bad the part was **** and it cost ************************* my truck as the cab of truck has to be removed to install I just wanted an exchange but at this point I just wma try money back cause who's to say now if it will happen again please help me this is not right!
Business response
07/21/2023
Hello ******,
I apologize for the delay in response. We pride ourselves on our warranty and live up to our one year guarantee on this part. However in this case, you contacted us two months past your warranty expiration. Unfortunately, we do not go by date of installation, it's based on date of order/delivery. We are unable to make an exception to extend the standard warranty in this case. Should you decide to purchase from us in the future, please bear in mind that we offer an extended warranty for an additional cost at the time of purchase. Thank you, have a great day.
Thank you,

******** | **************** Manager
************************
************
Initial Complaint
03/31/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered an over $1400 part from buy parts online and paid with a credit card. I got an email stating my order was confirmed however have not received any communication since then. My order has not shipped, or arrived. I have called, left messages, emailed, messaged on buyparts.online website and on their ******** page. I have also used their chat feature on their website. I have attempted these solutions multiple times with no response from buyparts.online. I need this part to get my truck running and not only do they owe me the $ I paid for the part but they also are impacting the time my truck is down. It appears that there is no customer support at this business (if it is actually a business and not a scam). This is not just difficult because of the part cost, but also because of the downtime and the inability to order another part from someone else while waiting on them.
Business response
07/21/2023
Hello,
I apologize for the delay and for the issues you experienced with your order. I would love to investigate this further, but would need an order number to proceed. Please reply with order details so I can look into this for you. Thank you, have a great day!
Thank you,

******** | **************** Manager
************************
************
Customer response
07/21/2023
this was quite a while ago. You have my name and can look up the order I placed with my name. Please don't put that burden on me. You already failed in the initial order process. Don't fail again by trying to put the burden on me. If you want to improve your customer retention and growth then please use your database and my name to find the order. thank you.
Business response
07/25/2023
Hello,
I apologize, but I did search our data base for your name: '*************************' and no order was found with that information. I apologize, but without an order to review, I am not sure how else to help you. Please provide me your order number so I can investigate further.
Thank you,
******** - **************** Manager
************************
**************
Customer response
07/26/2023
Order #****

Thank you for your purchase!
We're getting your order ready to be shipped. We will notify you when it has been sent.

View your order
or Visit our store
Order summary
1881544C91 COVER ASSY FRONT REAR HALF G2 1
$1,436.41
Subtotal $1,436.41
Shipping $0.00
Taxes $0.00
Total $1,436.41 USD
Initial Complaint
11/03/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
order # SO-******* ,,,Item NoDescriptionQuantity Unit Price Disc. Amount Amount Invoice No. SINV-*******: 0 $0.00 $0.00 $0.00 18920028-101 Rack and Pinion and Outer Tie Rod *** 89-20028 K9 18000806-101Steering Rack 1 $231.10 -$6.58 $224.52 18530723-101[65] Tie Rod *** 1 $25.98 -$.74 $25.24 Subtotal: $249.76 Tax: $17.48 Total: $267.24 Box arrived all tore up missing tie ***** They have now sent me 2 different sizes of outer tie rod ends )rack and pinion sent back ,, 1 end tie rod arrived in a separate box,, 2nd rack and pinion arrived box all tore up but then all taped up ( looks like *** is getting feed up with buyautoparts.com shipping in a bad way holes in side and both ends of box item sticking out of box still all though it had been all taped up..... 2nd end tie rod arrived it is a different size then the first On the first shipment I had asked the company to just send the 2nd tie rod ,, they said noway cause the end tie rod had fallen out of the box in shipping I must return the rack and pinion and then they would ship to me again That has now been Noooo good cause this box is damaged too and the 2nd end tie rod that has now arrived is different then the other one...I would like it if this company would send the the correct 2 end tie rods that I need over night so I can get my truck fixed this has delayed it being fixed for over a week or 2 I would prefer they send my a refund of $120 and I can go to the local auto store and get the tie rods right now I would say they are Blaming *** to collect from them that is what they said they was going to do..But they are not packaging the products correctly ( are they making money off of insurance for the packages they send out ?) any way someone please Help the business has been of No help I keep rack and pinion they send $120 I get correct end tie rods and send them back the 2 wrong tie rod ends,please have company contact me again too,10-3-22 added picture,video
Business response
07/21/2023
Hello,

I apologize for the delay and for the issues you experienced with your order. Unfortunately damaged packages are outside of our control, but we did send a replacement order for you under warranty. Should you have any issues with the replacement or any of the original parts, your warranty is good for 36 months from the date of 10/24/2022. I have applied a $30 store credit to your account for use on a future order, you have 1 year from today's date (7/21/2023) to use the credit. Should you decide to take advantage of the $30 store credit, please contact us at ************ and reference C-******* when calling.

Thank you,

******** | **************** Manager
************************
************
Customer response
07/22/2023

Better Business Bureau:
I am to understand that the Business is sending a replacement Racknpinion for my truck,,,, due to the other one being damaged from manufacture or shipping ,, I will wait and see if and when it arrives ,,,, thank you very much for all you do BBB,,,,,I had given up ,, it has been almost a year,,,
I hope it all works out as good,, although I stopped doing business with the company ,,I really liked doing business with them ,, and just may be come a returning customer ,,,

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*******************
Initial Complaint
07/20/2022
Complaint Type:
Service or Repair Issues
Status:
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.
On June 13, 2022 I purchased an entire auto air conditioning kit from Buy Auto Parts order #SO-1068704. The kit was for my **** CRV. The week after receiving I took the car in the kit down to ****************** repair at *********************************************** 89101.After installing the kit they found that the air-conditioning compressor clutch had a smaller diameter and that the diameter matched that of a **** clutch. They tried several serpentine belts until they found one that that would work. After receiving the car back I felt the belt made too much noise upon acceleration and higher RPM's and asked if they could try another which they did. It is merely better than the one they had installed after they had given me back the vehicle the first time. After all this I contacted Buy Auto Parts and the only offer they could make me was to return the compressor for exchange or refund. Of course they refused to cover the cost of any labor associated with replacing the defective compressor. I pleaded with the manager to get them to do so they refused. I even offered the exact same model compressor which was unused that I had acquired in the course of my daily business to return to them in the manager still stated he couldn't accept it since it was in the unit they sent me. It would cost me roughly at least $500 in labor to have a compressor evacuated, removed, and another reinstalled. I don't know who's manufacturing the parts for this auto parts dealer that they should find themselves a new supplier that unit hadn't been pieced together.
Business response
07/22/2022
Hello,

We apologize for the experience you had with the ** Compressor you purchased from our company. Unfortunately nothing is ever guaranteed to work 100% of the time, which is why we have a warranty in place in the event of a defect. In this case, since you are still within 60 days of your purchase, we are willing to accept the ** compressor back for refund if you would like to purchase a new compressor elsewhere. Otherwise our warranty policy dictates that we replace the unit for up to 24 months from your purchase date. Warranties do not include Labor, we do not pay labor at all per our policy as shown below. Please give us a call at: ************** and reference your customer number when calling: ********* so we can assist you with a replacement or refund as indicated in this response.

Warranty Policy page: https://www.buyautoparts.com/warranty.htm
Labor specifications on Warranty page: "This warranty does not cover any expenses incurred in the removal and / or reinstallation of the auto part. Specifically, this warranty does not cover any expenses for TIME, RENTAL, OR OTHER PARTS not purchased from us, or ANY LABOR. This warranty covers fixing or replacing the part only."

Thank you,

******** | **************** Manager
**************************
*********, ** 92131
************
Customer response
11/10/2022
On June 13, 2022 I purchased an entire auto air conditioning kit from Buy Auto Parts order #SO-1068704. The kit was for my **** CRV. The week after receiving I took the car in the kit down to ************************* repair at ******************************************************After installing the kit they found that the air-conditioning compressor clutch had a smaller diameter and that the diameter matched that of a **** clutch. They tried several serpentine belts until they found one that that would work. After receiving the car back I felt the belt made too much noise upon acceleration and higher RPM's and asked if they could try another which they did. It is merely better than the one they had installed after they had given me back the vehicle the first time. After all this I contacted Buy Auto Parts and the only offer they could make me was to return the compressor for exchange or refund. Of course they refused to cover the cost of any labor associated with replacing the defective compressor. I pleaded with the manager to get them to do so they refused. I even offered the exact same model compressor which was unused that I had acquired in the course of my daily business to return to them in the manager still stated he couldn't accept it since it was in the unit they sent me. It would cost me roughly at least $500 in labor to have a compressor evacuated, removed, and another reinstalled. As documented my mechanic's receipt, the compressor sold to me did not even fit the car and had to b rigged with a **** belt. Since the cost to replace would not be covered by BAP, I wish a refund of the compressor price to live with the noise the belt now makes when the compressor is run.
Business response
07/21/2023
Hello,
We apologize for the experience you had with the ** Compressor you purchased from our company. Unfortunately nothing is ever guaranteed to work 100% of the time, which is why we have a warranty in place in the event of a defect. Our warranty policy dictates that we replace the unit for up to 24 months from your purchase date. Warranties do not include Labor, we do not pay labor at all per our policy as shown below.
Warranty Policy page: *********************************************
Labor specifications on Warranty page: "This warranty does not cover any expenses incurred in the removal and / or reinstallation of the auto part. Specifically, this warranty does not cover any expenses for TIME, RENTAL, OR OTHER PARTS not purchased from us, or ANY LABOR. This warranty covers fixing or replacing the part only.
Thank you,

******** | **************** Manager
************************
************
Initial Complaint
07/20/2022
Complaint Type:
Delivery Issues
Status:
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.
I made a purchase for a 2009 ***** Pilot ac compressor, 7/18 and receive an email one day later 0/19 that was an issue with my order but it never specified what exactly went wrong with my order, Im suppose to be expecting its arrival on 0/21.
Business response
07/22/2022
Hello,
We apologize that you feel you had a bad experience with your shipping. As I review your order, you placed the order on 7/18 with our Free Ground Shipping Method. Ground Shipping is a 3-5 business day service, the order shipped 7/20 and is scheduled to deliver to you today 7/22 with *** tracking number: 1Z58277F0338639560. This falls within the 3-5 business day shipping for ground service. My suggestion would be that in the future if you need it sooner, you may want to pay for expedited shipping. Free Ground Shipping is 3-5 business days which you received. Let ** know if you have any questions, thank you.

Thank you,

******** | **************** Manager
**********************
*********, ** 92131
************
Initial Complaint
07/05/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I bought this part foe a customers car. I knew I needed to call to make sure I spoke to someone to make sure this part would fit to this car I am working on. ******* was her name reassured me this was gonna be the exact right fit for this caddillac. So I tore car down and put the part I ordered and paid for on I got to the plug and play and guess what it would not fit. Wrong plug. Well we'll now I've got to 2 tear this car back down take it off and send it back. And I will not get paid for this. Now I have a car sitting here for another week or longer until I can find another one. I have a mad customer. I was promised this was going to fit that's why I called before I ordered it online. I called today and this man hung up on me. How do you hang up on someone. I was talking to him about how do I order the one I need. He said the one ******* told me would fit is a generic one. It also didn't come with the valve. I want a general manager or someone high that can talk to me and make some decisions. Thsnk you all for your time.
Business response
07/22/2022
Hello,

We apologize for the experience you had with the parts purchased from our company. We attempted to reach you at the phone number you listed on your account, but it went to voicemail. Please give us a call at ************** and reference your customer number when calling: *********. You can ask to speak with *****, he is the Supervisor over our Tech Support Department. He will be happy to assist you with the issue with the part.

Thank you,

******** | **************** Manager
**********************
*********, ** 92131
************
Initial Complaint
03/14/2022
Complaint Type:
Delivery Issues
Status:
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.
I made a purchase through this company for an auto part. I ordered a front driveshaft for an 07 jeep liberty. I paid additional shipping for an overnight delivery. I order the part on 3.10.22 and it was processed and sent out the next morning. The delivery date was to be overnight and the tracking states Monday 3.14.22 at 7pm. I am fine with that, since I have no choice, but called and requested my additional shipping funds I paid for overnight delivery. The company is stating they do not have to comply as they are now using week days for delivery stating it is delivered correctly on time. I want my $40 additional shipping paid to have it delivered overnight and it was delivered in 5 days.
Business response
03/29/2022
Hello ****,
I apologize for any confusion regarding the shipping with your order. I understand that you ordered this part on the afternoon of Thursday 3/10 after our shipping cut off (shipping cut off time would have been shown on the website), so this was shipped the next morning on Friday 3/11 with *** Next Day Air Shipping. Let me first define *** Next Day Air Shipping per *** website: By 10:30 a.m. the next business day. (https://www.ups.com/assets/resources/media/en_**/***_Next_Day_Air.pdf)

Unfortunately, *** Next Day Air does not deliver on weekends as it's a business day service through ***. Once again I apologize for any confusion, however we cannot refund the shipping of the Next *************** since we did ship it Next Day Air as paid for. Thank you for your understanding, have a great day.

Thank you,
******** / **************** Manager
**********************
************
Initial Complaint
02/23/2022
Complaint Type:
Delivery Issues
Status:
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.
I placed a order for a steering gearbox on ***** what I received was **NOT** what was shown in the photo for the item I purchase. It was returned to them, and delivered via ***** tracking shows it was delivered back to them. However a day after it was delivered back to them, I get a email, saying to send it back. (why would you email me that after you received it).Today, I get a marketing newsletter from them, which again, I **NEVER** consented to, nor did I want.I want my refund ASAP, (you have your gearbox back).I want **ALL** my information removed from your marketing list, I never wanted, nor did I consent to this, and furthermore, this is a direct violation of **** policy to use contact information for such mailing lists.I also need a payment of $80 to cover my time wasted dealing with the wrong gearbox, and the money I had to pay to buy another one at a higher cost. (paid by **** money order within 24 hours of this complaint)**NO** other solution will be accepted.
Business response
03/01/2022
Hello ******,

Sorry for the experience you had with our company. I would love to look into this issue and assist you further, however, I am unable to locate you with your name or email since it was purchased through ****. Please provide us with your **** order number so we can be of further assistance. Thank you

Angelica
Customer Service Manager
**************************
9980 ***********************. Suite 200 | *********, ** 92121
************

Customer response
03/01/2022
I stated what I would accept, the business did NOT respond in a manner that was acceptable. You had no right to put me on a mailing list without my permission.

Business response
03/02/2022
Hello,

As mentioned in the previous email, I am unable to assist with removing you from our company emails if I cannot locate your order or email on file. Please provide your **** order number so I can be of further assistance.
Thank you,

******** | **************** Manager

************************
************
Customer response
03/04/2022
I have provided my information, you however have not explained why you violated **** terms of service, and used my information and contact information to place me on a mailing list, which is a direct violation of **** rules and policies?

I would like a explanation of why you dis-regard ****s rules regarding contact information use.
Initial Complaint
02/17/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
See attached.
Business response
03/01/2022
Hello,

Firstly let me start by apologizing for the experience you had with our company and the part ordered for your vehicle. I see that you recently returned both defective units and were refunded in full $256.80 on 2/17 to a **** ending in **** for the replacement, and $1,001.85 on 2/26 to a **** ending in ****. I only see the receipt of 2 parts, not 3 (The core has not yet been received and checked in by our warehouse. Theyve only checked in and received the two defective units returned). Please provide all 3 tracking numbers for your returns so we can look into that further.

Unfortunately, as much as we would like to help with your labor fees we are unable to do so. Our policy is clear on the labor and we cannot make any exceptions: Specifically, this warranty does not cover any expenses for TIME, RENTAL, OR OTHER PARTS not purchased from us, or ANY LABOR. This warranty covers fixing or replacing the part only.(https://www.buyautoparts.com/warranty.htm).

Thank you,

******** | **************** Manager
9980 ***********************. Suite 200 | *********, ** 92121
************
Customer response
03/05/2022

Better Business Bureau:

There were only two bad rack and pinions shipped to me from BUYAUTOPARTS.COM. This vendor has refunded the price for the parts plus the core charges. Neither of the rack and pinion sent to me worked as promised, resulting in a loss of $1078.32, paid by me to my local Chevrolet dealer.

I have reviewed the response made by BUYAUTOPARTS.COM in reference to complaint ID ********, and find that although this resolution is unsatisfactory to me, that you may close this complaint. I will NEVER do business with buyautoparts.com EVER again and intend to reflect that in my review. Their policy of not paying for labor when the first rack and pinion they sent would not even turn my vehicle; and the next one would bind when the power steering fluid heated up is just plain wrong!

Regards,

***********************

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