ComplaintsforCarpartsource.com, LLC

• Initial Complaint

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company operates as a non-stock parts intermediary with minimal inventory, essentially acting as a middleman. You can easily do the same ************ using just a smartphone and the internet. I canceled my order merely two minutes after confirming it, yet I was still charged a hefty 20% restocking fee for a part that hadn't even been shipped or in stock. The person I communicated with couldn't provide information about the supplier or the origin state, which seemed dishonest right from the start. I suggest considering other options instead.

  

  Business response

  04/25/2024

  Hi *****,

  Thank you for your feedback we apologize for your frustration with our cancellation policy.
  
  I would like to address a few details in your complaint that don't align with our records or facts about our company.

  You had stated, ************* operates as a non-stock parts intermediary with minimal inventory" We have two warehouses in ******* and ***** and we ship parts directly from both, therefore your claim that we are a non-stock parts intermediary with minimal inventory would be inaccurate. We do also ship parts directly from our vendors/suppliers however we are open about that, it is mentioned on our 'About' page and we have also built and cultivated strong relationships with these vendors over the last decade. We work with people we can trust and we're not just finding you any part online as your complaint suggests. We also offer a 3 year warranty which you can't find anywhere else on a "smartphone or the internet" as you suggested in your complaint.

  You stated, "I canceled my order merely two minutes after confirming it, yet I was still charged a hefty 20% restocking fee for a part that hadn't even been shipped or in stock." which i would also like to address. You requested to cancel your order 3 days after it was placed. Our cancellation policy (which is located on the order confirmation and the website both clearly state that a cancellation after 2 hours may result in a 20% restocking fee.

  Return Policy page on the website states: 

   "***Any order cancellation requests after 2 hours of placing the order are subject to a 20% restocking fee upon return/refund."

   Order Confirmation (file attached) states:

  "If you need to make any changes to your order please email or call us within 1 hour of placing your order. Any cancellations after 2 hours are subject to a 20% restocking fee. "

  I urge you to make sure the information you are posting is accurate prior to posting about a business to live on the internet permanently. As a small family owned business, we work hard to give our customers quality products and customer service. 

  We do understand that you're frustrated with this situation and we're sorry. I believe if you knew the costs associated with cancelling an unfulfilled order you would have a little more understanding.

  Most companies would have shipped the merchandise and had you ship it back which is even costlier on your end. So, again, I apologize for your frustration however, we were simply adhering to our policy.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/12/22 I ordered an *** Module from carpartsource.com (order *****, $197.99). On 9/15, the part was delivered. When I attempted to install the part, I discovered they had sent the wrong part. The return policy on their site states that if you receive the incorrect part and, contact us within 30 days of receiving your item, we will ship at our expense a replacement for the defective or incorrect item and refund the cost of the return shipping after we process the return. "On 10/3 -- 18 days after I received the part -- I emailed the company to tell them they had sent the wrong part. Over the next 3 days, I exchanged emails with *********************, who indicated they were working on getting me a replacement part. He also asked me to send the part ID from the *** module currently on my vehicle -- a labor-intensive process that required me to remove several components from my engine compartment to get to the *** module. I told him I would attempt to get him the number that weekend. Unfortunately, I was traveling for work and was unable to get him the information that weekend. On 10/18, I emailed the part number to **** and received no response. I sent a follow up email on 10/19 and received no reply. On 11/1, I called the company and was told I didn't return the part within 30 days of delivery, so I was no longer able to exchange it for the correct part. I pointed out that I had notified them within 30 days, in accordance with their return policy, and that they did not send me any information on how to return the part. The person I spoke with just repeated that they would no longer honor the return policy because I hadnt returned the part within 30 days.On 11/2, I emailed **** to ask them to honor their policy. Later that morning I received an email from **** stating they would not be exchanging the part. I am now procuring the correct part through another vendor and would like to have them refund my money and any shipping fees I incur sending the part back.

  

  Business response

  04/25/2024

  Hi ****, We appreciate your feedback and sincerely apologize for your dissatisfaction with you purchase experience from us.
  
  I would like to address your complaint as well as make things right between us. 

  I know you mentioned that our policy says contact us within 30 days of receiving your item, we will ship at our expense a replacement for the defective or incorrect item and refund the cost of the return shipping after we process the return. 

  It actually states the following, " If you are not satisfied, you may return your item within 30 days of the delivery date. This means we need to receive the merchandise back within 30 days of the item being delivered to you."
  
  We did receive the part back 3 days after your 30 days was up. We do understand that life happens and things get in the way and sometimes we can be late. For this reason, I wanted to apologize for being so strict on our policy. Unfortunately, our policies are often abused and we stuck to our guns in this instance when we could have been a bit more lenient. I also wanted to extend a 60% refund back on your original form of payment. Let us know if you would accept that and we will process that refund. 

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  * I'm reposting this complaint because my other one did not get posted. I ordered an ABS control Module through carpartsource.com for my **** ***** I figured I could trust Car part source.com because their websites mentions their car parts have been tried and tested and are ready to be used. I figured I should give them a try because they even offered at least a 1 year warranty on their parts. So I went ahead and ordered it and had the part installed through a certified mechanic but the part was defective and was not able to hold any pressure and caused leaking issues with the ABS control module. I reached out to Cartpartsource and mentioned they sent me a defective part and they said okay, send us back the same part we sent you and we can take a look at it and then if all checks out the refund would be initiated. So I went ahead and sent back that part and they tell me they received the package but it's not same part they sent me. They tell me I sent them a brake booster and that its not even from a **** ***. I told them thats not true and that I sent them back the exact same part. I've provided them with the pictures of the part being defective, followed their return process, and provided them with the invoice of the mechanic work and diagnosis on their faulty part. I asked them is there anything else I can do to prove that I have done nothing wrong and that there warehouse made a mistake with the package I sent them. I also mentioned that I would like to see weight of the brake booster that I suppossably sent them because they issued me a 9lb return shipping label and I told them I have the exact weight of the shipping contents of what I sent them. I asked them if they can provide me with pictures with their brake booster inside the same box I sent them, along with the same packing material, and showing the weight of all the contents in their. I have yet to receive these pictures and still have not gotten back a full refund for the defective part they sent me.

  

  Business response

  04/23/2024

  Hi *******,

  
  I apologize it took us so long to respond to your complaint. After reviewing all the information you provided from way back in early 2022, I wanted to acknowledge that we had sent your part directly from who we thought was a trusted vendor. We sent the part directly from this vendor to you and then directly back to that vendor who insisted you did not send back what you were sent. We apologize for taking their word over yours. We acknowledge that it may have been this vendor who was being dishonest and that you could have in fact shipped the part back that they had sent you. We are not associated, affiliated nor do we purchase merchandise from them anymore. 
  

  We apologize for the inconvenience and frustration this situation may have caused to you and we take responsibility for our mistake. We have taken this situation and your feedback to build a better business and provide a better customer experience. We appreciate you.

  We've also noted that your bank has refunded you for this part in full so, we will not be needing to refund you as you have already gotten your money back.
  
  Sincerely,

  ******* (Owner)

*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. ↩