ComplaintsforCarParts.com, Inc.

New Auto Parts

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
05/22/2024
Complaint Type:
Product 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 have two more days to return a part. Car parts wont answer the phone, their return center wont work without an order number. And as a result, I would have rather spent more money and been able to return it.
Business response
05/30/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a refund of $31.77 on 5/22/24 with Refund Transaction ID#******** for your Order (ID#********* and you need not return the part to us, you may keep or dispose it. Kindly check with your bank/credit card company and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
05/21/2024
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 wanted to start a lifetime replacement claim for part# RN28160025 from order# *****************. I received a damaged CV Axle from Carparts.com and I want to replace it with an undamaged one using their lifetime replacement guarantee per their website. When I inquired about options I was informed that I was 2 days past the return window despite my NOT wanting to file a return.----When I attempted to contact their customer service via email I was told that:"Please be advised that the damaged part you received does not qualify for Lifetime Replacement Guarantee. Please know that the part should work for some time. It serves as a warranty for parts that are no longer covered by the manufacturer's warranty."----This is fraud. I spent $75.14 on a part that was delivered damaged and now Carparts.com is refusing to honor their own listed lifetime replacement guarantee. In their limitations and exceptions section of their lifetime replacement guarantee they state that:"The CarParts.com Lifetime Replacement Guarantee is non-transferable, and only applies to products purchased on CarParts.com. Parts being replaced go through a thorough inspection process. If they were not originally purchased through CarParts.com, we will not accept the exchange, and you will be charged for us shipping the part back or discarding it.To qualify, you must file a Lifetime Replacement claim and ship the original part (i.e., have it postmarked) within 60 days of placing your new order. Claims for replacement parts will only be processed for items that match the original part purchased (i.e., same SKU). If the original part matches the new replacement part, we will issue a refund based on the original price paid. Tax, shipping, and handling will not be refunded. We do not cover the cost of brand product upgrades or shipping costs to return items."Nowhere does it list that damaged in shipment parts are not covered by this LIFETIME guarantee. This is fraud.
Business response
05/30/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Per Our Lifetime Replacement Warranty, "1. Sign in or create a CarParts.com account. 2. Purchase your new replacement part. 3. File a claim through our *************** 4. Ship your original part back to us. 5. Upon inspection, well issue you a refund.

The CarParts.com Lifetime Replacement Guarantee is non-transferable, and only applies to products purchased on CarParts.com. Parts being replaced go through a thorough inspection process. If they were not originally purchased through CarParts.com, we will not accept the exchange, and you will be charged for us shipping the part back or discarding it.
To qualify, you must file a Lifetime Replacement claim and ship the original part (i.e., have it postmarked) within 60 days of placing your new order. Claims for replacement parts will only be processed for items that match the original part purchased (i.e., same SKU). If the original part matches the new replacement part, we will issue a refund based on the original price paid. Tax, shipping, and handling will not be refunded. We do not cover the cost of brand product upgrades or shipping costs to return items." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
05/17/2024
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 purchased the wrong radiator, when discovered, I contacted CarParts.com by phone to order the correct one (which I paid for and has been installed). From day one even the live chat associate would not address the details of returning the part. I was told I would receive instructions in an email in 'a couple of days'. Never have received one. When I go on line to set up a 'self return' I am only given the message: "we apologise for the inconvenience. The ** team is working on some upgrades to improve our service." A phone # is given.....it only ever continues to: 'someone will answer soon'. (Not) My order# is *****************, April 27, 2024 I have been checking almost every day since, to no avail. It certainly seems that by now May 17 they could have finished upgrades.....or at least have made other arrangements, which leads me to suspect that this is just normal business practice.
Business response
05/25/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued and sent RMA#RMAM00003620907 with ***** Shipping Label (************) along with the Return Instruction so you can return the part to us. Kindly make sure to package the item properly and use the label immediately to avoid expiration. Refund will then be issued upon our receipt and inspection of the part. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
05/16/2024
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 7/2/23 I called carparts.com and provided my car information so that they could provide me a car part (fender flares). They sent me the wrong part and refuse to remedy the situation.
Business response
05/25/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our Policy states, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 60 days of purchase. All authorized returns must include all items and components that were included in the original package. Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our customer service team via Live Chat so we can assist you in processing a return for replacement or refund. We are not responsible for missing, damaged, or incorrect parts after 60 calendar days for all products, regardless of the party at fault."

Thus, your order was placed 7/2/23 and we only received a request for return from you this March, 2024---beyond the return period. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
05/13/2024
Complaint Type:
Product 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.
May 2,2024; purchase price ******. Truck radiator. AC Delco copper core for 2002 Chevrolet Silverado 3500 8.1 w/******* transmission. I have received 4 radiators that are all the same cheap knock off of a part I ordered. The customer service reps just keep telling me that they will send the right radiator but after 6 attempts (2 other outright wrong ones from a previous order that they told me to keep), this is enough. Now Im holding 4 radiators that they want me to give back before they refund my money. I have lost confidence now and I am concerned about getting a refund if I do return them. I need help.
Business response
05/25/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that we have issued you RMA#s and Pre-paid Shipping Labels so you can return the parts to us for a refund upon our receipt and inspection of the parts.

Original Order ID#********, RMA#********* with ***** Shipping Label 274243578831.

Replacement Order ID#********, RMA#************ with ***** Shipping Label 274383378604.

Replacement Order ID#********, RMA#************ with ***** Shipping Label 274505327556.

Replacement Order ID#********, RMA#************ with ***** Shipping Label 274697408627.

Thus, none of these labels have been used and our warehouse confirmed that no part has been received/returned yet. May we request you then to return the parts as soon as possible to avoid expiration. Our Policy, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 60 days of purchase. All authorized returns must include all items and components that were included in the original package. Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our customer service team via Live Chat so we can assist you in processing a return for replacement or refund. We are not responsible for missing, damaged, or incorrect parts after 60 calendar days for all products, regardless of the party at fault." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer response
06/05/2024

Complaint: 21698666

I am rejecting this response because:
twice I have had the radiators available for pickup, on the days that CarParts told me to have them out.
The first time they did not show and told me that they meant the following day. When a driver showed up he told me that he was there to pick up 2 radiators.
That was not what I had been told by car parts, so I did not sent 2(random) radiators back until I spoke with car parts.
I was told, in my next communication with Carparts, that they would pick them up on the 17 May.
I asked for email confirmation at that time and they said no.
I had the radiators out all day on the 17th and no one showed.
The following Tuesday I was informed that someone showed up and was poking around my property, allegedly looking for the radiators.
They were advised to leave, and they did. Respectfully so, I am told.
The following day a driver showed up while I was around and said he was there for the radiators.
I have received NO documentation about any of this errant action on the part of CarParts, and while they claim I have not brought the radiators to a shipping carrier pickup point, they should bear in mind that my truck is not operational for that purpose, as NONE of this is bad faith action on my part, as I have been very patient and cordial (mostly).
I need to be compensated fairly for my time and inconvenience.
I do not know if BBB negotiates settlements, but to the extent that BBB hears both sides perhaps there can be an amenable solution though this Bureau.

Sincerely,

***********************
Business response
06/15/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, we have issued RMA#s, Shipping Labels and Call Tag so you can parts to us for a refund upon our receipt and inspection of the parts. Thus, our record shows that on 5/23/24, one of our agents requested you to provide us with your preferred date and time for the pick-up but we have not received a response from you. Nonetheless, to resolve this, may we request you to confirm your preferred date and time for the pick up request so we can process it for you. You may either contact our **************** Team at ************** or send us an e-mail at ************************************** with BBB Case #******** as reference.

Our Policy, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 60 days of purchase. All authorized returns must include all items and components that were included in the original package. Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our customer service team via Live Chat so we can assist you in processing a return for replacement or refund. We are not responsible for missing, damaged, or incorrect parts after 60 calendar days for all products, regardless of the party at fault." Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
05/10/2024
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.
Hi, I am reaching out to file a complaint because I honestly am out of places to attempt to get ahold of the company I tried to buy parts from that have my money told me they were delaying my order due to not having one of the parts there are 2 other parts they have and could of shipped in the mean time. I paid $320 on May 7th for a may 9th delivery and they are still "processing" my order but have notified me it would be delayed. I would of never ordered if the time frame wasn't close to accurate. As these are parts for my work truck that is down until I get them and get them installed. I would of just paid more money locally to get them same day if they would of just been honest about thier stock and shipping etc. I had to pay extra for shipping paid extra insurance just for this company to not answer a phone call or call back or email back or even online web chatting me back they will not respond to anything. It's just terrible business but they don't care cause they got the money. Money should not be going through until both sides of transaction are fulfilled then company's wouldn't pull this c*** knowing full well $320 isn't worth chasing down in court these kinds of companies are disgusting and I just want some accountability if you make a promise follow through if it falls through communicate early and often to make it right this is basic business.
Business response
05/18/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that your order has now been cancelled and no amount has been charged to your account. Rest assured that actions are being taken to avoid future incident as such. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
05/06/2024
Complaint Type:
Product 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.
CPZ232431512666713 - order #1 $326.02 total (defective parts $59.43/57.06)CPZ232722101092239 - order #2 $127.89 total (each part $59.50)I ordered several parts from carparts.com. When I received the parts, the headlight set was defective (SET-C100167). I reordered the set as it is their policy the same part must be ordered. I contacted their support through the chat option to get the refund/guarantee process started. I was not given a return authorization. When the replacement parts were being installed, it was discovered two of the same part were sent. Since contacting them again, they are not willing to refund nor give authorization to return the defective and wrong parts.
Business response
05/18/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, Our Return Policy states, "Any item purchased on CarParts.com (unless noted as a non-returnable item below) must be returned within 60 days of purchase. All authorized returns must include all items and components that were included in the original package. Upon receiving your order, please inspect all packages thoroughly for missing, damaged, or incorrect parts. If you receive a product with missing, damaged, or incorrect parts, please reach out to our customer service team via Live Chat so we can assist you in processing a return for replacement or refund. We are not responsible for missing, damaged, or incorrect parts after 60 calendar days for all products, regardless of the party at fault."

While for the Lifetime Replacement Warranty, "1. Sign in or create a CarParts.com account. 2. Purchase your new replacement part. 3. File a claim through our *************** 4. Ship your original part back to us. 5. Upon inspection, well issue you a refund.

The CarParts.com Lifetime Replacement Guarantee is non-transferable, and only applies to products purchased on CarParts.com. Parts being replaced go through a thorough inspection process. If they were not originally purchased through CarParts.com, we will not accept the exchange, and you will be charged for us shipping the part back or discarding it.
To qualify, you must file a Lifetime Replacement claim and ship the original part (i.e., have it postmarked) within 60 days of placing your new order. Claims for replacement parts will only be processed for items that match the original part purchased (i.e., same SKU). If the original part matches the new replacement part, we will issue a refund based on the original price paid. Tax, shipping, and handling will not be refunded. We do not cover the cost of brand product upgrades or shipping costs to return items."

Thus, we have not received a claim/request for return for the parts received. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Customer response
05/25/2024

Complaint: 21673711

I am rejecting this response because: I contacted the company within the 60 days and was not given the information to return the defective products.

Sincerely,

***********************
Business response
06/15/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that one of our agents sent you an e-mail on 5/27/24 requesting information as to your return request. Thus, may we advise you to respond to it so we can address your concern at the soonest. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
05/02/2024
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.
Placed an order for a replacement door molding for my car door on 3/26 (order #CPZ2487211627529.) It said it shipped on 3/27 and would arrive by 4/2 but it never moved past a label being created. After 3 weeks of waiting I sent them a support email on 4/22 asking if everything is okay and should I cancel the order to which they responded that a label being created means that it is either in the warehouse or in the ***** truck and to wait for the courier to update the tracking details in the system. I gave them a week and still no change so I sent in a cancellation/refund request on 5/1 and they responded that its past the 30 day lost package claim period and they will not issue a refund. Considering I did reach out to them about the order before the 30 day period and they told me to wait I believe I am entitled to that refund.
Business response
05/11/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a full refund of $67.98 on 5/11/24 with Refund Transaction ID#******** for your Order (ID#*********. Kindly check with your bank/credit card company and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
04/29/2024
Complaint Type:
Product 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 online at carports.com order#:***************** for brakes and routers for my 2019 ****** Altima. I called in March stating that the parts were defective and I had to pay double at my local body shop to have the parts removed and replaced. My refund was set up and the parts were mailed back. I called back now in April asking for the status of my refund the woman asked if the box weighed the same when I mailed it as it did when I returned it. I proceeded to tell her I don't know who in this world weighs their packages upon receipt but the defective parts were returned. She then stated the refund was expedited and to not call back. It is now Monday still no refund, I get ****** on the phone tells me a completely different story and says before a refund they need to check the warehouse to confirm the correct parts were sent. I said there's no way the package wasn't inspected upon receipt I requested a supervisor he said it would be a 2HOUR wait and refused. Advised I was making a complaint and reporting this to my credit card company he could care less
Business response
05/09/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a full refund of $215.56 on 5/1/24 with PayPal Refund Transaction ID#********VD867935L for your Order (#********). Please check with PayPal and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date. Kindly let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.
Initial Complaint
04/29/2024
Complaint Type:
Product 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 Axel assembly car parts sent me the wrong part. The axle that was sent to me wasnt even the axle shown in the photo on the website. I was waiting on the axle for almost a week due to the weather. Now Ive been waiting for weeks for my refund that I shouldnt even have to wait for because car parts sent me the wrong item !
Business response
05/09/2024
Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a full refund of $144.68 on 5/1/24 with Refund Transaction ID#pprbhrdp for your Order (ID#********* that was returned. Kindly check with your bank/credit card company and give them the transaction ID# as reference for the credit. They should be able to trace the refund using the reference number and the date. Let us know if you have other questions by calling our **************** Team at **************. Again, we apologize for the inconvenience.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookie Preferences

Necessary Cookies

Functional Cookies

Performance Cookies

Marketing Cookies

Find a Location

ComplaintsforCarParts.com, Inc.

Need to file a complaint?

Complaint Details

Showing all complaints

Filter by

Initial Complaint

Business response

Initial Complaint

Business response

Initial Complaint

Business response

Initial Complaint

Business response

Initial Complaint

Business response

Customer response

Business response

Initial Complaint

Business response

Initial Complaint

Business response

Customer response

Business response

Initial Complaint

Business response

Initial Complaint

Business response

Initial Complaint

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary