BBB Business Review

BBB Accredited Business since 09/01/1965

D & L Parts Company

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(704) 374-04002100 Freedom Dr, CharlotteNC 28208-5154

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BBB Accreditation

A BBB Accredited Business since 09/01/1965

BBB has determined that D & L Parts Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Customer Complaints SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

1 Customer Review Customer Reviews on D & L Parts Company

Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 1 Customer Review

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
12/09/2015Problems with Product / Service | Read Complaint Details

shady refund practices
I ordered a dishwasher part , as instructed by their personnel over the phone. when it was wrong I asked for a refund. they said it was a special order part therefore no refund. Nowhere on invoice or in prior conversation was this term used. It is not an electrical part. When **** , manager, got involved his arrogant answer of " look at the picture " was ignorant. His personnel told me to order it online.

Desired Settlement
full refund

Business Response
D&L Appliance Parts Company, Inc. is reputable 60 year old parts distributor located in Charlotte, N.C. Great customer service has been and is a top priority since 1955.

Recently a customer ordered a special part on-line and found it to be the wrong part. After receiving the part, he came into the showroom for a refund. A customer service representative explained D&L's return policy. The customer became upset and the manager got involved in the conversation to restate the policy concerning special ordered parts. He stated he was given the wrong part number by a customer service representative on the phone and was directed to order it on-line. The manager explained that is why customers are referred to the website. There they can "look at the picture" to make sure the correct part is being ordered.

D&L customer service representatives process orders on the phone and don't send customers to the website to complete the transactions. They do however refer customers to the website when there is confusion as to what part the customer is requesting, especially if the part has to be special ordered from the factory. Customers can view their product breakdowns on-line to make sure they are purchasing the correct part. D&L customer service representatives occasionally mention to customers their orders can then be placed directly online if it is more convenient.

Ultimately the customer disputed the transaction with his credit card company. Now the customer has the part and has not paid for it. While it is not D&L's error or return policy, if the customer will return the part he will receive a refund on his credit card. The restocking fee will be waived as well.

The D&L return policy is clearly stated on their website, DLPARTSCO.COM, customer invoices, and in the showrooms. The return policy on-line is stated as:

Return Policy

You may return (at your expense) any item purchased from D&L within 30 days of receiving your order. However, Electrical, Gas or Special Order Parts are NOT returnable. The item you are returning must be in new or saleable condition. It cannot be used, installed, or damaged in any way. Returnable items are subject to a 20% restocking fee. Shipping and handling charges will not be refunded. Any non-stock item D&L special orders from the factory for you may not be returned. All claims and returns must be accompanied with a D&L invoice or sales order. You must first obtain approval for the merchandise return. All requests for returning an item must be emailed to: ***** Please include your name, D&L sales order number or invoice number, and the reason for your return request.

Thank you for giving D&L the opportunity to respond to the customer's complaint. D&L values its customers and reputation for the past 60 years and will continue to provide excellent customer service.

Industry Comparison| Chart

Wholesalers & Distributors

Additional Information

BBB file opened: 08/29/1973Business started: 07/01/1955
Type of Entity


Incorporated: March 1959, NC

Contact Information
Principal: Mr. Ralph B Brackett (President)Ms. Debbie Hubbard (V. President) Talmadge Sigmon (General Manager)
Number of Employees


Business Category

Wholesalers & Distributors

Customer Review Rating plus BBB Rating Summary

D & L Parts Company has received 5.0 out of 5 stars based on 1 Customer Review and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Map & Directions

Map & Directions

Address for D & L Parts Company

2100 Freedom Dr

Charlotte, NC 28208-5154

To | From


3 Locations

  • 2100 Freedom Dr 

    Charlotte, NC 28208-5154(704) 374-0400

  • 3929 Monroe Rd 

    Charlotte, NC 28205-7703

  • PO Box 31816 

    Charlotte, NC 28231-1816

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southern Piedmont/Charlotte, NC. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*D & L Parts Company is in this range.


Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


BBB began including complaint response text in BBB Business Reviews on April 2, 2012.


Industry Tips for Wholesalers & Distributors


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BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.