Complaints

This profile includes complaints for PartSelect.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PartSelect.com

  415 Willow Street Truro, NS B2N 6T2

  
• 

  PartSelect.com

  3781 Newburg Rd. Louisville, KY 40218

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:28/06/2025

  Type:Customer Service 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 submitting this complaint against PartSelect due to unresolved issue with the return of damaged part - TrayAssembly Drawer (#PS8749649) in the amount of $167.53. Despite contacting PartSelect by phone and emailing with response of sending photos (attached) of damaged drawer. I have not received any response by this company while i am awaiting a response on how to return damaged part. I have been waiting for several weeks and to no avail on any communications from PartSelect. Therefore, assistance is needed from BBB to help resolve this issue. Thank you for your assistance on this issue.

  

  Business Response

  Date: 30/06/2025

  We're sorry to hear about your experience, and we appreciate you bringing this to our attention.  Thank you for the sharing the  photos of the damage item. You will see a refund back on your credit card for the damage item in the amount of $177.58 in 3-5 business days.  If you can please hold on to the damage item for 30 days since you reported the damage item and if our warehouse would like the item back ,they will email prepaid return labels for the item. 

• Initial Complaint

  Date:18/06/2025

  Type:Customer Service 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 a part from this online company. they sent an email saying the part was delivered, however it was not. I paid $31 for that part. I tired many times to reach this company, by email and phone calls and I cannot get in touch with anyone, when you call their customer service line, it hangs up on you.

  Customer Answer

  Date: 18/06/2025

  I ordered this part on the 8th of june. I received an email on the 12th that it was delivered. I did not receive delivery of that part. I'm more than willing to share both emails, if you have an email I can forward them to. I tried calling them 6 times at various times of the day. every time I hit #4 for part not received. I got a recording that "due to high call volume, we could not take your call at this time". This company does not have anywhere you can email them, nor a chat box for online assistance. 

  

  Business Response

  Date: 26/06/2025

  We are experiencing higher than usual
  email and call volumes and are working to respond to all of our inquiries as
  quickly as possible.  We are sorry to hear you have not received your package.  We have set up a lost in shipping on your order.  You will see a refund of $33.37 back on your credit card in 3-5 business days. 

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service 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.

  Order 26408862 placed 5/22. Shipped 5/23. Still hasn't arrived 6/6. Shipped ***** from Vegas. Has made it's way around the US, sometimes instantly. Emailed customer service on 5/29 and 5/30 and they FINALLY responded 6/5 simply saying it's scheduled to be delivered 6/6. (It wasn't). Tried chat via ** messenger and they said the same and then said it was the ** ****** Service. It was shipped *** **. Horrible company with atrocio** customer service responses and response time. The last message was well we aren't responsible for ** ****** ******* transit. Essentially, I'm SOL. Again, it was shipped *****.

  

  Business Response

  Date: 10/06/2025

  We are sorry for any issues this may of caused.  We do show the package was delivered on 06/07/2025 with *** ** tracking number 288991551486.  We have issued a refund on your shipping in the amount of $12.99 which you will see back on your paypal account in 2-3 business days.  If you still have not received the package please let ** know. 

• Initial Complaint

  Date:03/06/2025

  Type:Customer Service 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.

  Ordered a part for an espresso machine. About two months later, product has not arrived, there has been no response from customer service and I'm out of my money.

  

  Business Response

  Date: 05/06/2025

  We would like to apologize for any issues this may of caused. Checking on your order the **** ***** w/Lid Compr ordered was not a stocked item. We had
  to place an order with the manufacturer they are taking longer then our
  estimated 15 business days. Currently the estimated time of arrival is
  08/28/2025. Would you still like to continue with the order?

• Initial Complaint

  Date:20/05/2025

  Type:Customer Service 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 2 parts and the next day I realized that they were the wrong one's , so I canceled them. The perison emailed me and said it was to late to cancel, so I looked and found it had not arrived at fedex yet, so I ask again and they sent my the same message. A day later after fedex received the package, I called fedex and they told me that the shipping company ( PartsSlect) would have to call and have it returned. So i emailed them back and told them, He sent me a email and told me again to refuse the package and he sent a email to the warehouse to try to get it returned and they sent a return shipping lable. The next day I recreived a package from them so I put the lable on it and returned it, The next day I recrieved another package from them in a envelope that was the part and it was bent. I could not have used it, if it was the right part. The hole thing could have been avoided if he just sent a message to the shipping department when I ask them too. I have sent the second part back at my cost of 5.60. Also I paid for 3 day shipping and they did not ship the part for almost a week. There site states (shipped within 24hrs). I could not refuse the package because I'm at work when it arrived. They are not answering me at all now.

  

  Business Response

  Date: 22/05/2025

  We are sorry for any issues this may of caused. Once when an order is in the shipping stage we are not able to cancel the order.  We do show a refund as been issued for the amount of the order $76.14 today and can take 2-3 business days to show on your ****** account. 

  Customer Answer

  Date: 22/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23355573, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:19/05/2025

  Type:Customer Service 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 this complaint regarding PartSelect.com's return policy, which I find to be unreasonable and unfair to consumers. I purchased new parts for a ** refrigerator from their website, but when I attempted to return them (unused and in original condition), I was informed that I would be responsible for the return shipping costs.
  Details of the Complaint:
  • The items were new, unused, and in original condition.
  • I initiated a return following the instructions provided by PartSelect.com.
  • I was informed that return shipping costs are the responsibility of the customer.
  • Upon arranging the return shipment, I discovered that the cost to ship the parts back was more than the cost of the items themselves.
  • This effectively made the return process financially impractical and left me with no reasonable option to return the merchandise.
  This policy places an undue burden on the consumer, especially for low-cost items where return shipping may exceed the purchase price. I believe PartSelect.com should disclose such potential costs more transparently at the time of purchase and consider providing prepaid return shipping labels or offering more equitable return options.
  Desired Resolution:
  • Reimbursement of the return shipping cost; OR
  • A prepaid return label for future returns; OR
  • A policy update to ensure return shipping does not cost more than the product value, especially for low-cost items
  I am requesting that PartSelect.com reconsider their current return practices to make them more consumer-friendly and equitable.

  

  Business Response

  Date: 22/05/2025

   We are sorry for any inconvenience this may of cause. The cost of returning an item can vary depending on the shipper and size and weight of the items. We do show a *** return label was emailed with *** tracking number ******************. We can wave the fee for the return label as a one time courtesy.

• Initial Complaint

  Date:22/04/2025

  Type:Customer Service 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 a part from their website, I was billed for it, then the next day my order was cancelled. They said they don't even know why, they don't have the ability to even tell. I STILL don't have my money back, or the part that I need badly, and when I called them they gave zero cares. I asked them if there was a way they could update their system to notify customers of potential order issues and she said "no because if you're committing fraud, we don't want you to know we know" . Great, so I guess f the customer in the name of fraud prevention. There are better ways. Also the girl on the phone was politely rude. Pretty much the way a southerner is when they say "bless your heart". It felt like during the whole call she was silently giving me the finger. Now I have to take extra time out of my already hectic day to track down another one and figure out how to get it cuz I DON'T HAVE MY MONEY BACK YET!

  

  Business Response

  Date: 24/04/2025

  We are sorry for any issues this may of caused.  After reviewing your order, we see it was cancelled during an automated verification process.    You may see a pending chargeback on your credit card however the charge would not process. Depending on your financial instruction they will remove the pending transaction and can take 2-7 business days. 

• Initial Complaint

  Date:18/02/2025

  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.

  I ordered an auger and agitator for my washing machine on 1/14/2025 that totaled $123.11 including tax and shipping. I received the completely wrong parts on 1/17 and immediately called the company. The person I spoke with said they would offer a refund, but asked me to hold on to the parts incase they wanted them back. On 1/28 I received an email that said " As part of their investigation, they would like that part sent back." I sent it back the next day and the company signed for it on 2/10 and after another email to them for the refund I was told it could be another 15 days. I understand a day or 2 for credit card transactions, but this is excessive considering this is no fault of my own.

  

  Business Response

  Date: 20/02/2025

  We are sorry for any issues this may of caused. Once when we receive the items back the refund process can take 7-10 business days.  The refund for $123.11 is being posted today and you will see back on your credit card in 2-3 business days. 

• Initial Complaint

  Date:27/01/2025

  Type:Product 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.

  Parts select refuses to give me a total refund of the full amount of $42.87 for or item ordered that does not fit and attempted to return. They want to charge me shipping & handling fees. And I find that unacceptable. I was told initially when I ordered this item that it could be returned at no cost to me. If for any reason I needed to return. Now they're going back on their word and I find this totally apprehensive!

  

  Business Response

  Date: 04/02/2025

  We are sorry for any issues this may of caused.  We show a full refund of $42.87 was issued on 01/28/25 back to the credit card on the order. 

  Customer Answer

  Date: 04/02/2025

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

• Initial Complaint

  Date:24/01/2025

  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.

  Ordered a parts kit to fix a washing machine, sent an obviously previously return item missing parts. I would like the order filled with a new kit.

  

  Business Response

  Date: 28/01/2025

  We are sorry to hear you are missing some items in the kit.  We need some more information in order to set up the correct return and refund.  We have sent you an email  if you can please reply so we can take care of this matter for you.