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:03/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 these shocks barely a month ago on February 5th 2025, they arrived February 7th 2025 and were installed February 9th 2025. I noticed when doing my brakes that the rear shock is blown already and leaking. I reached out for support, and have been told that these shocks do not have any more than a 30-day return window. Today is day 31 since the parts arrived. But as you can imagine, that is not the day they were installed. The parts have not even been on my truck a full 30 days. Even worse for this specific part number AC ***** offers a 24-month unlimited mile warranty. So either the seller just does not want to engage in properly dealing with a warranty, or the more likely answer is that they are selling fake replica parts. I want a refund. I don't want another set of their junk fake parts on my truck.

• Initial Complaint

  Date:03/04/2025

  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.

  I am filing a formal complaint against ************************ for unfair business practices, including failure to honor a timely order cancellation, lack of customer support responsiveness, and unjustified restocking fees.On March 2, 2025, I placed an order (Order #*******) with ************************. Within five minutes, I emailed them requesting to cancel the order before it was processed or shipped. The company failed to respond to my request in a timely manner, and despite my immediate cancellation request, they still processed and shipped the order.Due to their negligence in handling my request, I had no choice but to refuse delivery of the package upon arrival. Despite this, they are still attempting to charge me a restocking fee, which is completely unjustified since the failure to cancel the order was entirely due to their own lack of responsivenessnot any delay on my ***************************** has refused to acknowledge their error and is withholding funds that I am fully entitled to. I have already filed a dispute with ****** regarding this matter, but I am escalating this complaint as their business practices are deceptive and unfair.I am requesting:A full refund, including the full purchase price and shipping costs.That ************************ stops imposing unfair restocking fees when a customer cancels an order within their stated timeframe, but they fail to respond.I have attached email correspondence proving that I contacted them within five minutes of placing the order and that I refused delivery of the package. Please investigate this matter, as NewParts.coms handling of cancellations and refunds is unacceptable.

  Business Response

  Date: 03/05/2025

  Good day, 

  This customer placed his order Saturday March 1st at 10:21 PM, well after our close of business at 4pm Central US time. The customer did email us a cancelation request but that request could not be viewed by our team until Monday the 3rd by our customer service team. Orders are processed 7 days a week and this order did process on Sunday the 2nd at 1:16 PM. Once the order is processed, palletized, wrapped and loaded on our *** trailer it is not able to be cancelled. Please view the link to our site FAQ concerning this factor.

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

  "Can I cancel or change my existing order?
  Because we ship items out as fast as possible, most times it is not possible to change or cancel an order. If you have already received a tracking number, then it is typically not possible to cancel the order, but the item may be returned for a refund upon receipt. If you would like to cancel an order, send a message using the contact form as fast as possible and be sure to include your first and last name, part type, part number and the email address you used to place the order. We offer a 30-day return policy."

  We do reserve the right to charge a restocking fee of up to %20 of the order value to cover the expenses involved in processing, shipping and handling the return. In this case we have lowered that fee to $25 to cover the cost of the initial and return shipping. We did contact this customer early on March 3rd after the opening of the business day to answer his cancellation attempts and informed him that he could refuse the shipment to get that product back to us for a credit. 

  We feel that is a reasonable solution. 

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

  Customer Service Manager

   

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23017495
  
  I am rejecting this response because:

   want to make it very clear that if any amount is deducted from my refund, I will be filing a formal dispute with both ****** and my credit card company, as I have a full paper trail proving your companys mistake. I contacted your company multiple times immediately after the order was placed, including just seconds after payment was processed, yet I received no response. Your company had ample opportunity to cancel the order before it was shipped, but you chose not to respond in time.
  
  Furthermore, your claim that *** charges a return fee for refused deliveries is false*** does not impose such a charge. This is yet another misleading statement from your company. You have attempted to justify deducting $25 from my refund based on a fee that simply does not exist. I will not accept this unjustified charge, as the responsibility for this situation falls entirely on your failure to acknowledge and process my cancellation request in a timely manner.
  
  This entire issue was completely avoidable, and I should not be penalized for your company's lack of response. Since my cancellation request was made immediately after the order was placed and was ignored, I expect a full refund, including the shipping cost. If you attempt to deduct any amount from my refund, I will escalate this matter through ******, my credit card company, and any necessary consumer protection channels.
  
  Please confirm immediately when the full refund has been processed.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 03/06/2025

   

  UPS does indeed charge us for RTS service. 

  We will process your return and your case will be resolved through your payment method as you filed a chargeback. 

  Again, thanks for your patience and understanding. 

  
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23017495
  
  I am rejecting this response because: After a careful review, I want to clarify that ****** did refund me. However, it is unfortunate that over a $20 issue, this process was made unnecessarily difficult with misleading statements.
  Additionally, I now have to pay ****** a dispute fee, which makes no sense in this situation. Your handling of this matter has been frustrating, and I strongly urge you to correct this behavior moving forward.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 03/12/2025

  We are sorry to hear that you are not satisfied by our extremely generous offer waive the clearly stated policy and grant you a refund minus the cost of processing your order. We wish you the best moving forward. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23017495
  
  I am rejecting this response because:thats not a generous offer. You guys did the mistake. Im just glad I received a refund. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 03/13/2025

  Again, We have already waived the usual restocking fee and the customer assertion that we failed to cancel an order in a reasonable time frame fails to acknowledge that they made the order and we fulfilled the order in a timely manner. Furthermore the rejection fails to recognize the clear policy listed on the site that the customer agreed to when making the purchase. 

• Initial Complaint

  Date:02/10/2025

  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.

  I placed an order on January 13, 2025, for a pair set of two rear ****** suspension shock absorbers for ****, ******** Towing, and Hauling. The total cost, including shipping, was $178.56, and my order number is 114-8715823-8987433.Not only did I not receive my order on the scheduled delivery date, but I also received the wrong item. I got a confirmation from *** stating they were en route, but on the expected delivery day, they never arrived. The package was eventually delivered a day or two later, but instead of the shock absorbers I ordered, I received 56 rolls of paper towels.When I attempted to request a refund through ******, they directed me to file a claim through A-to-Z since the purchase was from a third-party seller. I even contacted the seller directly, and they told me to go through ****** instead. This company has my money and refuses to return it.Not only was I scammed into receiving paper towels instead of car parts, but when I inquired about returning the incorrect item, I was threatened with being reported for fraud. I do not want paper towelsI need the car parts I originally ordered.I have been going back and forth with Amazon and A-to-Z trying to get my refund, but I have received no resolution. I also spoke with the seller directly, and they have been completely unhelpful. This is unacceptable.I am requesting an immediate refund or for someone to contact me regarding this issue. I do not appreciate being scammed, and I expect Amazon and the Better Business Bureau to hold this seller accountable.

  Business Response

  Date: 02/15/2025

  Hello,
  Customer contacted us on January 24 stating that she received "Bunch of toilet papers" instead of shocks for car. When we asked for couple photos of package that arrived customer provided 2 photos where its visible that toilet paper was just thrown in box randomly after parts we originally sent were taken out of package, additionally on second photo there is visible shipping label with wrong tracking number that does not have any connection with order customer placed with us.
  Order that was placed with us was shipped under *** tracking #1Z7A377E0397089232 and customer provided photo where its visible totally different *** tracking #1Z7A377E039708. When we presented these facts to the customer and explained that paper could not come from us since we are auto parts company customer stopped communicating with us and opened A-Z clam hoping to abuse amazon claim and get a refund while still keeping shocks we initially sent.
  Please note that for all statements we provided here there are communication screenshot and also photos customer provided upon receival where its visible that tracking number is wrong.
  Best regards
  ***

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22921719
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair 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.

  Purchased a part from company using their vehicle selector tool and verified correct part in website image. I received the incorrect part and asked to return the part and for a refund on purchase and shipping costs. I provided the requested pictures and information as requested and the company continues to reject a return even though they sent wrong sort.

  Business Response

  Date: 02/03/2025

  We are very sorry for the issue. We have issued a prepaid label to return the item and once it is returned we will issue a full credit. 

  Our apologies for any inconvenience. 

  Sincerely, 

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

  Customer Service

  Customer Answer

  Date: 02/13/2025

  Resolved.
  company provided RMA authorization and refunded the purchase price and shipping charges. Thank you.

• Initial Complaint

  Date:12/27/2024

  Type:Sales and Advertising 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 8/24/24, I purchased two replacement struts for my car on **********. We read through all of the details listed on the item and the orientation of the struts said, "outer." Nowhere on the item details does it say there's a left/right orientation. We recently had the struts replaced in my husband's car that were purchased on ****** with no issues and no L/R orientation. We could not afford to take the car to a shop and had to wait for a mechanic to help us install them. When installing them this week, we discovered that one fit, and one didn't. Upon further inspection, we realized there was an L on both struts. I reached out to ****** who requested a return/refund from the seller, Newparts, **** who is refusing to allow a return. It is outside of the 30-day window, however, the items details were listed incorrectly. This is false advertisement. This strut is unused and in perfect condition. All ****** will do is request a return from the seller and they are just sending me in circles. If the details were listed correctly, we would not have purchased two left struts. We are parents who were trying to save money by purchasing from ******. I didn't even realize there was another seller.

  Business Response

  Date: 12/29/2024

  Hello,
  
  The customer placed order for two left side shocks KYB SR4232 on August 24, 2024 this order was fulfilled and delivered to customer on August 28, 2024. Customer contacted us regarding this order on December 24, 2024 which is 4 months after purchase stating they want replacement for one shock because they made mistake during purchase since they didnt know that shocks have orientation for left and right side. Unfortunately since order was outside of 30 days return period we have informed customer that we are not able to grant return since Amazon policy clearly states that return period for all purchases is 30 days from date of delivery.
  
  Best regards
  ***

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22736437
  
  I am rejecting this response because: while it was outside of the return window, the information listed on the product description was false. I did not, knowingly, purchase two left side struts. The orientation listed on the part details says "Outer," not "Left." They should not be allowed to falsely advertise details of the products they're selling. They are practicing false advertisement, which is against the law, not to mention poor, immoral treatment of their customers. The strut is brand new and unused, and they are refusing to allow a return because they wish to continue to defraud their customers and profit off of their misfortune. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:11/08/2024

  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.

  The Company Sent Me The Wrong Part And Now They Will Not Respond, Complete Scammers!!!!!

  Business Response

  Date: 11/11/2024

  The customer purchased the product 3 months ago and contacted us on Nov 8th. We spoke with him on the phone and emailed him to provide further information about the vehicle to confirm fitment and offer a resolution. This complaint seems premature, We have assured the customer that we will be happy to work with him until the issue is resolved. 

   

• Initial Complaint

  Date:11/05/2024

  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 new *** air filter housing from New parts and they have not shipped and will not answer their phone or email. I do not know if the company is even still in business.

  Business Response

  Date: 11/05/2024

  This customer placed an order over our **** store, ************************.  We have communicated with the customer in the specified **** channel and within the specified time frames. Per **** rules, all communications must happen through the **** hub. The customer was informed of the full credit processed through **** almost 2 hours prior to processing this complaint. We regret any inconvenience caused by our inability to process the order for the customer but all money has been refunded at this point. 

• Initial Complaint

  Date:10/25/2024

  Type:Order 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.

  Hello, I had ordered a fuel door for a ****** pick up truck from this company. ************************** They said there was a label created on October 14 and then it was shipped through ***. It arrived in ***************************** *** on 16 October and it has not went anywhere since I contacted this company several times so let them know they keep transfer me to a number that does not work I dont think this is a legit company. They owe me $60, I requested a refund for the fuel door because I did not receive the product. This is a fraudulent company that needs to be looked into to can you please help us consumers avoid con people like this.

  Business Response

  Date: 10/28/2024

  Our apologies for the issue with this package getting lost in shipping. We have issued a full credit. If you still need the item we would be happy to reship the item with no shipping charge in lieu of the trouble. Just contact us at ********************. 

   

• Initial Complaint

  Date:10/17/2024

  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.

  Bought part for my truck from them, had it installed at a dealership on 8/1/24 & part went bad in less then 2 months. Asked about a warranty, said it had one but they won't exchange. The dealership even called them and they still refuse. They won't accept paperwork as enough proof. I have never had to prove why I need a new part, especially with having a dealership backing me

  Business Response

  Date: 10/18/2024

  Good day, 

  The customer has filed for a defective part return warranty but has not provided the proper documentation for the warranty. The have installed a new Genuine Mopar replacement part into the transmission of the vehicle and they have yet to provide a work order with the fault codes noted by the tech before the installation of the product or a subsequent work order showing a replacement of the same item with the defect of the new part of the same number. Improper diagnosis of this item is quite common on this model is quite common and this part is often ordered as an attempt to repair a much more expensive, complete valve body repair. We don't allow returns of new products that have been used as a diagnostic tool. The customer is still welcome to provide the proper documentation to support a warranty claim. 

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22437721
  
  I am rejecting this response because:  this part was put in along with a transmission rebuild.  The part is faulty not the transmission
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/24/2024

  We have received the attachments that the customer has submitted here already. We have asked the customer to submit the work order from her tech for the subsequent work that the dealer performed to fix the issue. We need that information to continue the warranty request. 

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22437721
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

   

  the dealership has reached out to this company twice to resolve the issue for me.  And they are no help

  Business Response

  Date: 10/28/2024

  We will be happy to reconsider the warranty application if the customer provides the requested information. 

• Initial Complaint

  Date:09/27/2024

  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.

  This company is an absolute scam do not order anything from them we ordered a fan for our vehicle one week later it arrived completely unusable the box was totally damaged it wasnt packaged protectively so the fan was cracked unusable we contacted the company now over days of back and forth emails several I mean several photos they are still refusing to issue a return label so we can send it back for a refund they hang up on you everytime you call and then tell you they are still Investigating through email. ****

  Business Response

  Date: 09/28/2024

  The customer reported this issue Sept 26th and provided the necessary claim photos on the 27th. Our customer service team has been in constant contact with the customer since by email and phone. Typically we require 48 hours after the proper photos are sent in to resolve the issue. I expect that we will have that resolution in place by close of business day on Monday the 30th. Thanks for your patience and understanding and again our apologies for the inconvenience caused by this damage in shipping. 

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

  Customer Service Manager

  Business Response

  Date: 10/09/2024

  This customer received a full refund for the product and shipping cost were covered as well.