ComplaintsforCarParts.com, Inc.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I decided to go on Carparts.com to purchase a Fuel Pump Module No. XXX-XXX.When I type in my information on vehicle,It said they had 1 left.I purchased the Fuel pump Module and received a email with order information along with shipping information.The order Number is CPXXXXXXXXXX.When I received the Email,I immediately copied it to PDF file to desktop for my records.Ten minutes later,I received a Email saying they are out of stock and i will receive my money return in 24 to 48 hours.I then clicked on the PDF File I saved from CarParts.com to view the Receipt,but for some reason,Now my computer wont let me open file.Before I could,but now I cant.Luckily,My cell phone is linked to my email and I have a photo of it.I really need this hard to find part,and this is false advertising

  

  Business response

  10/05/2021

  Business Response /* (1000, 5, 2021/09/22) */ Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, as much as we want to provide you with the part that you ordered, it is Out of Stock at the time of your purchase. We are still working on removing items that are out of stock from our website. Rest assured though that actions are being taken to avoid future incident as such. Nevertheless, be advised that we did not charge you for the order and no amount was deducted from your account; authorization was immediately voided. Please let us know if you have other question by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience. Consumer Response /* (3000, 7, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) If its out of stock,the website should say it or not let you purchase it.As you said in your response,carparts.com is currently working on removing out of stock itemsfrom your website.That should be established already for buisness.Not Good.Taking someones money online for purchase to find out later its out of stock and then have to wait for a refund is wrong Business Response /* (4000, 9, 2021/09/24) */ Please accept our sincerest apologies for any trouble or inconvenience we have caused you. As previously noted, we never charged you for the order as the order was immediately cancelled. Also, "Credit card purchases will be billed once your tracking information is available." Thus, since your order was Out of Stock, we never charged your account for it. Please let us know if you have other question by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Kee vinyl top replacement (part number ****************) for my 2000 Mustang on August 18, 2021. When I didn't receive a confirmation email in the next 24 hours I checked my account and saw that the funds had also not been withdrawn. When I looked at my order history through carparts.com the order was processing with a delivery date of August 28th. After two more days of not receiving an email, tracking number,or having the funds withdrawn, I called carparts customer service. After waiting on hold for 20 minutes ) I was told that my part wouldn't be arriving until mid September and that the August 28th date was an error the rep was "really sorry". I was told they wouldn't process payment until the part came in and they created a shipping label. I got off the phone and ordered the part on eBay. On Aug24th, I requested the order be cancelled. The payment hadn't been processed. On August 25th, they pulled the money, Even though I have a paper trail proving cancellation.

  

  Business response

  09/23/2021

  Business Response /* (1000, 5, 2021/09/22) */ 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 $259.87 with Refund Transaction ID#******** on 8/26/21 for your Order(ID#XXXXXXXX). Please 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. Kindly let us know if you have other questions by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience. Consumer Response /* (2000, 7, 2021/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for finally returning my money to me. Due to the complete lack of professionalism, honesty and expedience, I will not be doing business with carparts.com in the future.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a dash cap for a 70 barracuda, with single speaker and no air conditioning. There description is taken from there website as follows: Product Details Location : Front Recommended Use : Overlay Over Factory Dash Warranty : ACCU-Form limited warranty Material : ABS Plastic Product Fit : Direct Fit Quantity Sold : Sold individually Series : Dash Cap Series Type : Molded Dash Cap Type Mfr Color Finish : Black Notes : With Speaker Insets And No A/C Prop 65 Warning Under notes it states with speaker insets and No A/C, however when I received the item is was for a dash with A/C. I paid a total of 117.99 for item, 39.99 for shipping and 11.06 for state tax totalling $169.04. I requested a return and they gave me an authorization number and said the refund would be for only $126.25. They also wanted me to pay the return shipping even though it was there mistake. I took a photo of the item showing the vents in the dash for AC.

  

  Business response

  09/23/2021

  Business Response /* (1000, 5, 2021/09/17) */ Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, to resolve this, we have requested a shipping label to be sent to you so you will not incur any expense in returning the part to us. Kindly make sure to use the label immediately and package the return properly; refund will be issued upon our receipt and inspection. Let us know if you have other questions by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience. Consumer Response /* (3000, 7, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive an email from the company that stated that the cost of using the attached prepaid shipping label would be deducted from the refund amount. They also said that the amount of the refund would be $84.46. So basically I would be losing $84.58 to ship this item back to them. This was there mistake, they sent the wrong part, I should not be out any amount of money for there mistake. I want to make sure the refund amount will be for $169.04 which is what I paid for. Business Response /* (4000, 10, 2021/09/22) */ Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Thus, to resolve this, we have waived the return shipping cost so it will not be deducted from your refund upon our receipt and inspection of the part. Kindly use the label then immediately to avoid expiration and package the return properly; refund will be issued upon our receipt and inspection. Let us know if you have other questions by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience. Consumer Response /* (2000, 12, 2021/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) On 9/22/21 at 4:10 pm called the company's customer service dept and spoke with Cleo and asked how much the refund would be for. She checked and said it would be for $126.25. I said that was not acceptable and told her the part was not correct and there description of the part was wrong. She put me on hold and came back and said that they would issue me a full refund amount of $169.04 once they recieved the return. i said I would ship it out tomorrow.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from carparts.com on August 20th 2021 my shipment for a passenger ********* was supposed to b shipped to me y August 24th and it was never delivered. When I called and asked ware my shipment was the person on the phone acted like it was some kind of joke saying they didn't no when I would get my part that it got lost,so I said well ill need my money back and they took that as a joke too saying it will take up to 7 business days to get my money as of now I have nothing dealing with these people.....very poor none respected business getting over on poor people that r trying to just make it day to day daily someone has got to stop this

  

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/09/16) */ 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 $64.68 with Refund Transaction ID#******** on 9/15/21 for your Order(ID#XXXXXXXX). Please 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. Kindly let us know if you have other questions by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/13/21, I purchased rotors and brakes from Carparts.com. I chose to pay for this item through the Paypal 4 installment payment plan, in the amount of $49.05 (transaction ID - *****************) and was debited from my checking account. After not receiving confirmation of this order from either party, it was revealed that Carparts.com had an IT issue that did not create the order, but some how the order was confirmed and Paypal charged me. I want this order cancelled and my money refunded due to this was no fault of mine. It was an error within the Carparts.com ordering system.

  

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/09/09) */ Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, we could not locate your order using the information that you have provided. Hence, may we request you to provide us with other reference #/information relative to your order (e-mail address that was used in placing the order, delivery address, valid PayPal Reference#..). Kindly send them at ********************* with BBB Case #****** as reference so we can check and give the necessary resolution. While, we have found an order for a different amount under your name for $197.88 placed on 8/13/21 and was confirmed delivered through FedEx tracking#************. Kindly let us know if you have other questions by calling our Customer Service Team at **************. Again, we apologize for the inconvenience. Consumer Response /* (3000, 7, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 8/13/21, I purchased rotors and brakes from Carparts.com. I chose to pay for this item through the Paypal 4 installment payment plan, in the amount of $49.05 (transaction ID - 77KXXXXXSMXXXXXXV) and was debited from my checking account. I never received confirmation of this order from Paypal or Carparts.com. So later the same day, 8/12/21 at 11:54 pm, I placed a second order and charged this to my Paypal Credit Card, ending in **** (Transaction ID: 81WXXXXXXUXXXXXXV Ref ID: 8DTXXXXXTLXXXXXXX). I created a second order because I did not receive confirmation for the first order from Paypal or Carparts.com. I needed the order asap, so I felt it would be better to pay it through my Paypal Credit Card, ending in ****, since there seems to be an issue with the Paypay 4 installment plan. After not receiving confirmation of the order with transaction number 77KXXXXXSMXXXXXXV, from either party, I contacted Carparts.com. They asked me for the Paypal transaction number and it was revealed that Carparts.com had an IT issue that did not create the order, but somehow the order was confirmed and Paypal charged me. I then requested this order be cancelled and the amount of $49.05 be refunded due to this being no fault of mine. It was an error within the Carparts.com ordering system. Carparts.com stated that they could not guarantee that. They suggested that if the order went through that they would send a return label so that I can return the item and then be refunded. So I then called Paypal. They would not allow me to file a complaint regarding this transaction because on their end, the transaction had been completed. So at that time, I stood to pay for two items, in which only one order had been processed. Paypal was of no assistance and did nothing to research this issue. On 9/14/21, I received a call from Paypal stating my Paypal 4 Installment plan that I asked to be cancelled, was past due. The representative could not find anything on my account showing the second transaction that was charged to my Paypal Credit Card, ending in ****. Only the installment plan that I had requested be cancelled. Looks as though Paypal reversed the charge of $197.18 with transaction ID 81WXXXXXXUXXXXXXV Ref ID: 8DTXXXXXTLXXXXXXX, and kept the 4 installment charge. This is unacceptable. I would like the remaining balance charged to my Paypal Credit Card ending in ****. I have attached my August 2021 credit card statement from Paypal showing where they reversed the charge on my Paypal credit card. This is the transaction I requested not to be cancelled. I requested the Paypal 4 installment to be cancelled. Please research the two tranaction numbers mentioned. There seems to be an issue between these two merchants. Business Response /* (4000, 9, 2021/09/22) */ Please accept our sincerest apologies for any trouble or inconvenience we have caused you. However, as previously noted, we only have one order (ID#XXXXXXXX) under your name for the amount $197.88 placed on 8/13/21 and was confirmed delivered through FedEx tracking#XXXXXXXXXXXX. Thus, this was also verified with PayPal and according to them, "only one payment transacted from this Customer to Carparts.com". Nonetheless, may we advise you to coordinate with PayPal for the charges on your account. Kindly let us know if you have other questions by calling our Customer Service Team at X-XXX-XXX-XXXX. Again, we apologize for the inconvenience.

• Initial Complaint

  08/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased weatherstripping seal for jeep on july 25 21. was told "order had to be shipped from maker" "special order" Prepaid-canceled order within several days and asked for refund. Parts was NOT SPECIAL ORDER-found same part on several online sites. Have gone thru emails, chats , phone calls No refund, no valid reason Order # ******************************. 30$49 No notice on site that part was back ordered or not available within reasonable time frame Want full refund -never received part or told part had bee made-"just in time" order model

  

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/09/01) */ 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 $38.38 on 8/11/21 with PayPal Refund Transaction ID#***************** for Part#************ (Weatherstrip Seal). 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. While Part#******* (Tailgate) was confirmed as delivered through FedEx tracking#************ on Thursday, July 29, 2021 at 11:12 am. Kindly let us know if you have other questions by calling our Customer Service Team at **************. Again, we apologize for the inconvenience. Consumer Response /* (2000, 7, 2021/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a steering column for my 1985 Chevy k5 blazer, still have NOT gotten it I had to call them to find out where and why it wasn't shipped,their excuse was we are 2 trucks behind schedule , they did not send any email or call me to let me know of situation they was in, I get late trucks almost everyday for 32 years I work at a grocery store but our company lets us know when loads will be delivered these guys don't care about the customer and CUSTOMER IS ALWAYS RIGHT!!! Before this I canceled the order on July 30,2021 asking for a full refund I barely got off the phn with them and told them a CUSTOMER IS ALWAYS RIGHT, they hung up on me DO NOT ORDER ANYTHING FROM THIS COMPANY EVER!! You will be WAITING A LONG TIME TO RECEIVE WHAT U ORDERED!! I'm pressing charges for FRAUD ON THEM THRU MY BANK END OF STORY!!! I'm homeless and need my vehicle running if the world was like this,why are we even here??? Why do we deal with ppl like this?? STANDING UP I HAVE RIGHTS #USA

  

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/09/01) */ We sincerely apologize for the inconvenience, however we could not locate your order using the information that you have provided. Hence may we request you to provide us with any reference#/information relative to your order(Order ID#, PO#, RMA#, tracking#, e-mail address that was used in placing the order, delivery address...). Kindly send them at [email protected] with BBB Case #****** as reference, so we can check and give the necessary resolution. Please let us know if you have other questions by calling our Customer Service Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  08/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a set of mirrors for my truck. One mirror arrived, I called the next day to inform them of the issue and I was told I would have to wait 48 hours for their back office to contact their warehouse to check inventories. This was not the customer service response I was expecting but accepted a 48 hour wait. After 48 hours with no communication from them, I called back to inquire when I could expect to receive the missing mirror. I was told I needed to wait an additional 3 days while their back office contacts their warehouse to check inventories. The fact that a customer is required to wait for what is a company issue, either they didn't ship it or the shipper lost one. In either case there is no loss to the company and they should never make a customer wait while they sort through their internal issues. The customer service, or lack of, does not value or put their customers first. I'm forewarning anyone thinking about using this company, find one that values their business

  

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/08/31) */ Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Our record shows that you have been issued a Replacement through Order #******** and was confirmed as completely delivered through FedEx tracking# ************ on Monday, August 16, 2021 at 3:50 pm at your location in ********************************** Kindly let us know if you have other questions by calling our Customer Service Team at **************. Again, we apologize for the inconvenience.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a car part online and it turns out the part was defective. I brought my car to get it fixed at precision auto tune and after the labor was done I was told the part was defective. They told me I would have to pay for the labor and double charge me the labor to put in a part that actually works. When I contacted the place I ordered the part from I was told there was nothing they could do to help me. All they could do was exchange the part and it would take a week to arrive to me. Its completely unacceptable I want the charge for labor given back to me. The customer service was horrible and it took hours for me to get In touch with someone. Now I'm left without a car and I'm due for labor this week.

  

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/08/07) */ 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 $81.28 on 8/3/21 ($70.48) with Refund Transaction *********** and on 8/7/21 ($10.80) with Refund Transaction *********** for your Order*************. Please 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. While Our Policy states, "CarParts.com will not be held responsible for installation or labor expenses, towing expenses, additional repair expenses, or rental car expenses caused by the use of wrong or defective parts during installation." Kindly let us know if you have other questions by calling our Customer Service 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. ↩