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:04/10/2025

  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.

  My package was shipped FedEx smart post then delivered to USPS for delivery. Neither FedEx or USPS show having my package going on 3 1/2 weeks no delivery contacted parts doctor for help to file a claim for a lost package and they will not do it they keep saying it’s in route After talking to FedEx and USPS. They told me to call parts doctor to have them file a claim parts doctor will not work with me on this.

  

  Business Response

  Date: 04/11/2025

  *** ******* placed an order on March 21, 2025, and selected FedEx SmartPost to a PO Box. At checkout, our site notes that delivery to PO Boxes typically takes 3–8 business days but is not guaranteed. We recommend using a physical address for faster delivery. FedEx transferred the package to USPS on March 25. USPS has not updated tracking since. We contacted the shipping carrier multiple times and were told the package is still in transit.
  Given the delay, we offered to ship a replacement to a physical address, with the option to refuse the original if it arrives. We're currently waiting for *** ********* response.
  
  

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair 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.

  Purchased a circuit board for a refrigerator for around $240 on behalf of elderly in laws. Technician arrived to install and part did not work: nothing but lights. Technician reinstalled old part and everything worked except ice maker (original problem). In laws decided to purchase a new refrig with a new warranty. Parts Dr would not refund money even with the defective part returned. Stated their policy was no refund if the part was installed. I asked how any one can determine a part is defective if it was not installed. ******* had no answer and restated the policy. I asked to talk to a manager repeatedly and was told no manager available. I ask how long I needed to wait & the answer was no manager available. I persisted & ******* hung up. A refund is the desired outcome due to an unreasonable policy. This especially takes unfair advantage of elderly people.

  

  Business Response

  Date: 04/08/2025

  Thank you for your feedback. We’re sorry the part didn’t resolve the issue and understand your frustration. The part purchased was a new, genuine OEM circuit board. Like most appliance parts retailers, our policy does not allow returns on installed parts, as they can be damaged during use and cannot be resold. This policy is clearly stated during checkout.

  
  The part did not resolve the original issue, which can sometimes indicate a separate component may be at fault. If the part is believed to be defective, we’re happy to help file a warranty claim through the manufacturer for a replacement.
  We’ve also reviewed the call and apologize if it was frustrating. Our goal is to provide helpful and respectful service, and we’ll follow up internally to ensure this.

  
  Please use the link that we emailed to you if you would to start the defective claim process.

  Customer Answer

  Date: 04/15/2025

  As per the BBB request please find the attached letter from ****** ******* designating me, ******** ***, to act in his behalf on the Parts Dr complaint.  Also attached is the original purchase receipt.

  ******** ***

  Richland, WA

  

  Business Response

  Date: 04/16/2025

  At this time, we have not received the completed defective part form, which is required to begin the warranty claim process. Our position remains the same: installed parts are not eligible for a refund, but if the part is believed to be defective, a replacement may be provided through the manufacturer’s warranty. Please have the original purchaser complete the defective part form that was emailed to them. We’ll be happy to assist once that is submitted.

• Initial Complaint

  Date:02/27/2025

  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 Feb 20, I ordered an item from Parts Dr. I decided a few hours later that I didn't want the item and reached out to cancel the order. They told me they couldn't do so because the part had already been picked up. The tracking number I was sent showed that the package was actually picked up three and a half hours after that email exchange. They flat out refused to cancel and did not return any of my subsequent emails. Fast forward a few days and the order arrives at my house in a tattered destroyed box. The part was scratched up and looked like it had been used. If not used, it was severely scuffed in transit due to the inappropriate packaging. The part was a washing machine lid, and I do not want a scuffed lid on an appliance I use daily. The company would not respond to my request for return, even parts received damaged are returnable at their expense, per their return policy. I disputed the charge with my credit card company, outlining the above info. The charge back was approved. After the charge back was approved, I received a threatening email from the Parts Dr, telling me to end the charge back and pay for return shipping or he'd file a police report against me. This effectively amounts to extortion. There are multiple other instances I found online where this company didn't deliver as promised and threatened police action against people who complained or charged back after not getting a resolution. There are also instances online where they would not issue refunds even after shipping the item back. My experience is clearly not a one off thing. I have the legal right to charge back. My credit card company sided with me given the same information I laid out above. I will not be harassed and extorted after being mistreated and ignored by this company. Also, if they disagree with the charge back, why not contact the credit card company instead of threatening me? Seems like maybe they've been restricted from challenging charge backs due to past issues.

  

  Business Response

  Date: 02/27/2025

  We appreciate the opportunity to address this complaint and provide an accurate account of the events. The claims made by the customer contain several inaccuracies, which we would like to clarify.

  
  The customer placed their order on February 19, 2025, at 5:25 PM and requested cancellation nearly 22 hours later, on February 20, 2025, at 3:44 PM. By the time the request was received, the order had already been processed, invoiced, and loaded onto the shipping carrier’s trailer. At this stage, retrieval was no longer possible. While the carrier may have scanned the package at a later time, this does not mean the order was still within our facility or available for cancellation.

  
  The customer later claimed that the item arrived damaged; however, they did not notify us of any damage before disputing the charge with their bank. Our return policy clearly outlines the process for reporting shipping damage, and had the customer contacted us prior to initiating a chargeback, we would have been happy to assist in filing a damage claim and resolving the issue.

  
  Instead, the customer retained possession of the item while disputing the charge, which is not the intended use of the chargeback process. Our communication regarding the chargeback was not intended as harassment or intimidation but rather as a necessary step to recover the cost of a product that had not been returned. Businesses have the right to dispute chargebacks and take appropriate measures when a product is not returned, just as consumers have the right to file disputes in cases of billing errors or unauthorized transactions.

  
  The customer’s allegations that we routinely deny refunds or threaten legal action without cause are entirely unfounded. Our company maintains clear policies that we enforce consistently, and we work diligently to assist customers who follow the proper process for returns and damage claims.

  
  Despite the chargeback, we have offered to assist with the customer’s damage claim, provided they submit the required documentation. We remain committed to fair business practices and will continue to protect our company from fraudulent chargebacks while providing assistance to customers in accordance with our policies.

• Initial Complaint

  Date:02/25/2025

  Type:Billing 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.

  late August 2024 I ordered Part #********** ********* *** ******** from Parts Dr for over $250. A hinge failed/broke in under 90 days of usage. I filed a defective part request with photo in early December 2024. Defective Item – Order 17-902-80. Parts Dr Reply: Hi ******, Thanks for reaching out regarding your order. Unfortunately, the manufacturers part warranty does not cover any physical damage. ****************************  Please let us know if we can help you with anything else. Thanks, -- Anthony PartsDr.com ****** Fields on December 7, 2024 at 11:07am wrote: Hi ******, Thanks for contacting Parts Dr! This automatic reply is just to let you know that we received your message and we'll get back to you with a (human) response as quickly as possible. During business hours (Mon-Fri 9am-6pm CT) we do our best to reply within a few hours. Emails received on evenings and weekends are usually responded to the following business day. Cheers, The Parts Dr S How can they justify a hinge failure under 90 days as physical damage?????

  

  Business Response

  Date: 02/26/2025

  We take customer concerns seriously and have reached out to *** ****** directly with a resolution offer. We are awaiting his response.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair 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.

  Damaged and used part arrived. Customer service is atrocious. After providing all the necessary photos of the “new” item, and filling out an unnecessary long form. They want more personal information about the serial numbers of equipment unrelated to the damaged item. Extremely unprofessional staff that hung up twice because of the disagreement. I requested a refund to avoid their policy for exchanges, to which they agreed, but refused to give me any details on the return process. Including timing or return process. Remember they don’t have a store I can walk this product back in through the front door. I have been forced to file a dispute through my bank for these charges.

  

  Business Response

  Date: 12/31/2024

  Dear *****
  Thank you for bringing this matter to our attention. We understand your frustration and appreciate the opportunity to address your concerns.

  
  After reviewing the details of your complaint, we want to clarify the sequence of events and provide additional context:

  
  Refund Process
  Prior to your filing the BBB complaint and disputing the charge with your bank, we issued a full refund of $172.26 for the damaged part. This refund was processed on 12/30/2024, and we informed you via email about the refund and provided details on the timeline for your bank to process the credit (2–10 business days, depending on your bank).

  
  Return Instructions
  To simplify the process, we informed you that you could hold onto the part for 30 days and that we would contact you if we needed it returned. If no contact was made within 30 days, you were free to dispose of the part. This was communicated to avoid any inconvenience with returning the part unnecessarily.

  
  Request for Additional Information
  Any additional information requested (e.g., serial numbers) was intended to ensure accuracy and verify the compatibility of the replacement part. We strive to provide the correct items for each customer’s equipment and occasionally require such details to avoid repeat issues.

  
  We hope this explanation resolves any misunderstandings. Please feel free to reach out to us directly if there are further concerns or clarifications needed. We remain committed to improving our processes and providing the best customer experience possible.

• Initial Complaint

  Date:12/30/2024

  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.

  On 7 Dec 2024, I used the part doctor to order a part for my LG oven. I ordered online put in exactly information it requested, the serial number and the model number. The part was the wrong one. When they finally answered the phone I talked to Ryan, he was the rudest person in customer service ever, he was short and treated me like I was stupid. I told him the same info I put into the site and he wanted the PO# and part#. I told him I just needed a return label. After being charged $309.67 for something that I ordered correctly I was more than a little upset. As of 27 Dec 2024, I have not received my refund for this part. I decided to call and order the correct part over the phone told them I still needed it. This part was $148.63 which when I received it the box was damaged and the part was damaged. The way it looked when I received it was like someone was mad and broke it in half and then shipped it to me. I went into the site to return it and it asked for pictures. I sent pictures of the box on their website back to them. I called after sending numerous emails, he said that they sent me an email on the 17 Dec telling me what they needed which was a picture of the actual part that I never received the email. He said well you should check your SPAM. There was nothing in spam or regular email. He said they sent it on another date but I received nothing on that date either. I asked him to just send it to me again while we were on the phone and he “said” he did but of course I never got it. He asked me for another email address but I do not have another that he can send it to. I took pictures of the actual part and email it to them at the email address he gave me over the phone [email protected]. That was 23 Dec 2024. I still have not heard back from them. I am out $465.30 that includes returning the wrong part that they sent to me the first time.

  

  Business Response

  Date: 12/30/2024

  Dear *******

  
  Thank you for bringing this matter to our attention. We take customer feedback seriously and have thoroughly reviewed your complaint, including all associated communications and phone interactions.

  
  Regarding Order **********, a refund of $298.68 was processed on December 26, 2024, for the returned item. Refunds typically take 2–10 business days to reflect in your account, depending on your bank's policies.

  
  For Order **********, we acknowledge the part arrived damaged, and we sincerely apologize for any inconvenience caused. We sent two emails asking whether you preferred a replacement or a refund for the damaged item. As we did not receive a response, we proactively issued a full refund of $148.63 on December 27, 2024, to the card used for the original purchase.

  
  Upon reviewing the phone call, we found that our agent was patient and professional throughout the conversation. It appears that much of the frustration stemmed from challenges with email communication, and we understand how that could have added to the situation. Moving forward, we recommend verifying spam or junk folders, as automated emails sometimes filter there or trying a different email provider.
  

  
  We hope this resolution addresses your concerns.

• Initial Complaint

  Date:12/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 propane regulator on December 17th to be shipped overnight, on the 18th, i received an email that it had been back ordered, then another saying it shipped. I received the entirely wrong part on the 19th. Tried to use their online form to return it and continually get error messages, tried different computers, different browsers, called the company and they REFUSE to give me my money back without using this form that DOES NOT WORK.

  

  Business Response

  Date: 12/23/2024

  We sincerely apologize for the inconvenience caused by this order. After receiving your complaint about the wrong item being shipped, we promptly worked to resolve the issue by issuing a full refund, including overnight shipping costs, on December 20th. If there are any remaining concerns, please contact us directly, and we will be happy to assist further.

  Customer Answer

  Date: 12/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:11/27/2024

  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 ordered something online thru them i got the part it’s perfect and got it in perfect time. But the problem is two days later my account was drained of all my money i have 8 charges come thru some in the amount of 600 thank god my bank has a great fraud alert and put 6 of them to a stop. The other two charges i am hoping to get back.

  

  Business Response

  Date: 12/02/2024

  Dear BBB Team,

  
  I am writing to request the removal of a complaint filed against our business, Parts Dr., as the issue raised by the customer is not related to our products or services.

  
  The customer acknowledges receiving the part they ordered in perfect condition and on time. However, their complaint pertains to fraudulent charges on their bank account, which they have not linked to our business. We take the security of our customers' transactions very seriously and use industry-standard measures to protect their information.

  
  To support this, I have attached a screenshot from our card processor confirming that only one charge was made to the customer's card by our company. This demonstrates that the fraudulent charges they mentioned were not initiated by us.
  To date, there is no evidence to suggest that our business or website is connected to the unauthorized transactions mentioned. It appears the complaint addresses a matter entirely outside of our control or responsibility.

  
  We kindly request that this complaint be removed from our profile, as it is not representative of the service we provided or an issue caused by our business.

  
  Thank you for your attention to this matter.

  ****

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair 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 replacement burner knob for my Whirlpool stove from Parts Dr, via their website on 4/10/2024 for $53.10 (including tax and shipping). I believe the part arrived around a week later. I installed the knob on my stove and it worked fine for about 2-3 months, then it broke. I contacted Parts Dr via email to let them know that the part broke and that I'd like a replacement. However, they pointed me to their return policy that does cover "defective" parts but not "damaged" parts and they considered this "damaged" and not "defective". I assure you that I wasn't doing anything other than use the knob to turn the burner on and off. My complaint is that the knob breaking in a couple of months should be considered "defective". Also, according to their site, the warranty for Whirpool parts is 1 year: ****************************. I would be fine getting a refund or a replacement.

  

  Business Response

  Date: 08/20/2024

  Thank you for your feedback. We understand your concerns regarding the burner knob. As noted in our warranty policy, the manufacturer’s warranty covers defects but excludes physical damage, even when resulting from normal use. We strive to assist our customers within the bounds of the manufacturer's guidelines, and unfortunately, this situation falls outside of those coverage parameters. We apologize for any inconvenience and appreciate your understanding.

  Customer Answer

  Date: 08/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This Part broke after 2 months of normal use, it was defective. I don’t accept that this is just “bad luck” and “unfortunate” for me. The manufacturer has a responsibility to provide reasonable quality for a knob that costs $53 (with shipping and taxes). This is why they provide a warranty. 

  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 08/26/2024

  Thank you for your feedback, *** *****. We understand your frustration. Unfortunately, the manufacturer's warranty excludes physical damage, so we cannot offer a replacement. We apologize for any inconvenience and appreciate your understanding.

• Initial Complaint

  Date:08/18/2024

  Type:Service or Repair 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 went to the site and entered my model # I purchased the suggested part for 169 dollars. When the dishwasher rack arrived it was off a bit. I reached out to ask if there were instructions and they told me I had the wrong part. I could return it and maybe not have to pay the 5% restock fee. Once I received the return email I saw I had to pay for the return, while I was not pleased, I took it to ups and found I would have to pay 90 dollars to return it?!?!!! More than half what I paid for it. I had paid 10 dollars for delivery to me so I was more than shocked.

  

  Business Response

  Date: 08/19/2024

  Thank you for bringing this to our attention, *****. We apologize for the inconvenience caused by the part not fitting as expected. As stated in our return policy, customers are responsible for return shipping costs, and while we understand the shipping cost may be higher than anticipated, we do not provide prepaid return labels. Since you've already placed a new order on our site, the 5% restocking fee for your return will be waived.
  

  

  Business Response

  Date: 08/21/2024

  Thank you for your response, ****. After reviewing our records, we could not find any prior contact from you before your order was placed. We encourage everyone to use their appliance's model number to ensure the correct part is ordered. We understand that the return shipping cost for the dishrack is expensive, but unfortunately, this is determined by the shipping carriers and is outside of our control.

  Customer Answer

  Date: 08/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Not clear how you could see I entered my model number in your system but clearly I didn’t come up with a part number on my own. That’s the whole concept of one entering their model number. Additionally I did chat with your customer service to get the actual part I needed. I only ordered the whole rack since it was 40 more than the other! In fact the model  number entered is  the model number on the return slip. If you are saying when I placed the first order I should have spoken to a real person then you should tell people that and NOT have the enter your model number as an option. Personally I feel and based on others experiences you are scam artist. If I pay 90 to return a part you will again resell for 169. Just saying. Definition of a scam. My assumption is you did not pay 90 to ship it to me, therefore you have a shipping agreement.  You could do the right thing or if you lose 10 customer which there will be more than that for sure. Your loss is greater than mine and I’ve learned a lesson about checking companies out before trusting. 
  
  Sincerely,
  
  **** *******