ComplaintsforCar Parts Direct

• Initial Complaint

  10/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a car radio head for $224.99 from this store, I sold the vehicle right before I received this part. I order this part on 5/7/24 order #18416. Once I received the item I emailed them the day after I received the packed on 5/12/24. They emailed me back saying that a 15% restocking will apply, which I had no problem with and they sent me the return slip on 5/15/24. I went to the *** store the following day and sent it back. It was delivered to the location on the return slip in Toledo Ohio on 5/21/24 at 2:06 pm by a gentleman named **** at the front desk. I emailed them on 5/18/24, 5/23/24, and 5/28/24 and have yet to receive a reply, I’ve been asking when my money will be returned to me since I returned the part along with leaving my phone number to call me at to resolve this issue. I have also called them on 6/4/24 while leaving a message, and on 6/5/24 whit no answer. So I am reaching out to the BBB to help resolve this issue and hopefully help me with my refund.

  Business response

  11/06/2024

  We sincerely apologize for the delays in responding to the customer. There have been some delays in the inspection of the return package. We did confirm that the part has been returned and we've now processed the corresponding refund on the order. 15% restocking fee has been applied and the customer is aware of this. We've also emailed the customer back to inform that the refund has been issued. Thank you.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I order a MFD display from them for my 2009 ****** Prius. Once received and opened, the screen was missing parts and was scratched. I put in for a return being that it was damaged apon arrival but no one has answered any of my emails or requests and it’s been a week since I put in the return. Please help

  Business response

  20/06/2024

  The *** return tracking 1ZXX51329093****** **ows the part was returned to the yard on June 18th. The yard needed time to check the returned package and inspect the part. Anyhow, we've now refunded the customer's order # 18710. Full refund has been issued and we've also informed the customer about this. See screenshots for proofs of email sent to the customer and also of the refund issued on the order. Thank you.

• Initial Complaint

  31/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a radio for my 2018 **** Grand Cherokee and when it arrived the screen was cracked. I emailed the company and they responded back after 4 days. They told me to submit a return claim and they would exchange the item. I went ahead and did as I was told and received an email that they will send a follow up email upon review. It's now been 1 week since I received that email and no response. I called the business number still no response. My order number is 18634. My return request is RMA# Z2GLVN3E.

  Business response

  24/06/2024

  We apologized for the delays in sending the return label as the yard has just sent this late last Friday. We've now emailed the customer with this return label so he can ship it back for free for a refund. Customer emailed us to inform that he prefers to just get a refund so we will just follow that. Full refund on order # 18634 will be processed as soon as the part is successfully returned the yard. We will monitor the return and update the customer on his refund as well. Attached are screenshots of email from the customer, our response to him and also the return label that we sent. Thank you.

• Initial Complaint

  30/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a product from this company and ended up returning. I had consistent contact through email and up until I returned the piece the contact has ceased.. I sent the product through *** so therefore I had tracking info. I was informed through *** that the package was delivered back to them. I have been waiting for a refund of money since the product has been back to them. Since I hadn’t received the refund I attempted to reach out through email once again. I have never heard from them since the last contact before I sent the product back. I have emailed 5 different times to attempt to get ahold of someone. The phone number listed I’ve had no luck getting through.

  Business response

  03/06/2024

  We apologize for the delays in resolving this customer's concern. We've just confirmed the part was successfully returned. With that, we've now processed the corresponding refund on this order. A 20% restocking fee was applied which the customer has been informed of previously. We've also emailed the customer to inform that we've now processed the corresponding refund on his order. We've included screenshots showing proof of refund and email sent to the customer. Thank you.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a radio for my 2012 ****** Camry on February 16, 2012. I was sent a radio that would not work in my car although it was said to be for a 2012 -2013 ****** Camry. I sent them photos of the plugs that did not match my vehicle. I contacted Car Parts Direct and was advised that they could give me a refund less a 30% restocking fee. I did not agree with this because it was not my fault the radio would not work in my car. I submitted this return request on February 18, 2024. I did not receive a response after several emails. Finally I received a response that my return was accepted and I would receive a full refund. This was only after threatening to file a complaint. That was on March 18, 2024. I immediately returned the radio, and received confirmation that it was delivered on March 19, 2024. To date I have not received a refund although they have had the radio back for 2 weeks. This seems excessive to keep someone’s money for this long.

  Business response

  03/04/2024

  We've now refunded the customer in full and have also emailed him to inform that the refund has been successfully processed on our end. Attached are screenshots showing the email sent to the customer and confirmation of successful refund on his order. Thank you.

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21521393, and find that this resolution is satisfactory to me.

• Initial Complaint

  26/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 03/12/2024 I ordered an Auto part from Car Parts Direct for $189 paid via Paypal .On 03/19/2024 Car Parts Direct said my part was shipped and delivered. When I told them via chat that it wasn't delivered they sent the following "I apologize for the confusion. It seems there might have been an error in the system. Your order is still in process, and we're actively working on finding the part you need. Once it's ready to ship, we'll provide you with the tracking information. Thank you for your patience." ' On 03/20/2024 they sent this via chat -Tracking number: 1***************** Your package has been prepared and has a tracking number assigned to it. You can use this tracking number to monitor the progress of your shipment. If you have any further questions or concerns, feel free to reach out. 10:17 AM Yes, according to our system, your order is scheduled to be shipped today. If there are any changes or delays, we'll promptly update you. Thank you for your patience. 12:00 PM On 03/21/2024 via chat "Apologies for the delay in shipping your order. We are currently processing it and will ensure it is shipped out by the end of today. Thank you for your patience and understanding. " On 03/25/2024 via chat "I apologize for the confusion. I will immediately follow up with the yard to ensure that your package is shipped promptly. Thank you for your patience. " 3:21 PM After reading the other BBB complaints about this business I realize I will never see my part or money again and this business will continue to take peoples money in return for nothing

  Business response

  27/03/2024

  We have reached out to this customer to apologize for the delays on the shipment of his order. We've confirmed however that the part has already been shipped via *** with tracking number ******************. We've sent this tracking information to the customer as well for reference. (See attached screenshot showing we've emailed this customer). Since the part is already in transit, we're unable to issue a refund yet. If the customer still wants a refund, we can definitely help with the return of the part first and then process the refund once the part has been successfully returned to us. We will also make sure to cover the return shipping costs for the customer if he decides to return the part. Hope this helps. Thank you!

• Initial Complaint

  16/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Placed an order(17455) on 3/9/24. On 3/14/24 requested refund because order still was not processed yet. They ignored the request and finally shipped out the order 3/15/24 7p.m.

  Business response

  27/03/2024

  Hi! We're so sorry for the delays in actioning this complaint. We have already emailed the customer and sent him a return label so he can ship the part back to us for refund. The return label sent is a prepaid label so the customer doesn't need to pay for the return shipping. We will process the full once the part has been successfully returned to us. Rest assured that we will monitor the delivery of the returned package as well and process the refund right away once the return tracking shows delivered. The return tracking on the return label we sent is UPS ******************.

  Thank you for your understanding. 

   

  Best,

  Car Parts Direct

  Customer response

  27/03/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21441885, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 31, 2024 I placed an order through CarPartsDirect.com for $238.98 I received confirmation (#16975) that my order would be delivered within 5-7 business days. After getting ahold of customer service through their email, I was told the part would be shipped by 2/8/2024. *** has not received the package from them still and they will not return any emails regarding the cancellation and refund of my order.

  Business response

  13/02/2024

  We're so sorry for the delays on the shipment and response to the customer. We have already emailed the customer to magzwilson13@gmail.com to inform that the part has already been shipped via *** 1ZXX51320394909377 and as per this tracking info, the package is set to arrive by tomorrow. Here's the tracking link for reference:

  Since the part has already been shipped out, we're unable to refund the order yet. However, we can definitely help with the return of the part and we will make sure to cover the return shipping costs. We just need the part returned to us first before we're able to process the refund.

  We will send another email to the customer to inform her that if she decides to return, we'd be more than happy to assist her with the return process.

  Thank you for your understanding.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Made a purchase on September 13th, 2023. package arrived Damaged, and delivery was refused. Sent back to address on Return Label. I Have made Multiple Attempts to get a refund for their poorly packed/boxed item, with no return call or email..

• Initial Complaint

  11/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered a part from them March 27 to make a long story short it did not arrive until April 11. Not only did it show up three weeks late only one piece showed up and its broke. I have been emailing and calling nonstop they have not answered nothing I just want my money back.

  Customer response

  13/04/2023

  It took a month for me to receive a part that I did not order. I asked for a refund and they are avoiding me. They are not responding and I just want my money back.

*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. ↩