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:02/04/2024

  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.

  I ordered some parts for my dryer on 3-29-2024. Paid for extra shipping next business day. Have yet to receive any information on them being shipped. Can not get anyone to reply to email or pick up a phone. I just want my money back to order elsewhere.

  Customer Answer

  Date: 02/04/2024

  Just want my refund! 

  

  Business Response

  Date: 03/04/2024

  We are sorry for any issues this may of caused. The order was placed Friday 03/29/24 after the cut off shipping time to ship that day. The order has shipped with fed ex tracking number ************ on Monday 04/02/24  and is due for delivery on 04/04/24. We have issued you a refund on your shipping in the amount of $35.29 which you will see back on your credit card in 2-3 business days.  We have resent your email confirmation and tracking details to the email address we have on file. Please check your spam or junk folders if you have those set up. If you no longer wish to have the items you can refuse the shipment or we can set up a return. 

• Initial Complaint

  Date:20/03/2024

  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.

  On 05-01, I ordered a heating element for my ***** dryer, which arrived 05-03. On 05-05, I opened the box to find the part was broken upon arrival to me. Immediately, I called, spoke with ***** M. I sent the requested pictures and ordered another identical part. I received an email saying more pictures of broken part required, which I sent. In the meantime, the second part arrived, which I no longer needed, as the dryer was fixed prior to receiving the second part. I have not received the required return labels from the company to return both parts. I have received a pending return to my debit acct today for one of the parts minus shipping cost. I was told both parts were returnable. In not receiving the return labels to send the parts back, I am not confident of any monies returned or being returned.

  

  Business Response

  Date: 02/04/2024

  We are sorry to hear the items you have received are damage.
  We do show a claim has been filed with the warehouse too issue a refund. With a
  damage item you just hold on to the item for 30 days and if the warehouse would
  like these items back they email prepaid return labels. After 30 days if you do
  not get return labels you can discard the items. On order numbe* ******** we
  show a refund of $64.90 for the item was refunded on 03/05/24 and the shipping
  refund of $11.45 is being processed today. On order number ******** a refund of
  $76.35 has been posted today as well. These refunds can take 2-3 business days
  to show on your credit card. 

• Initial Complaint

  Date:08/03/2024

  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.

  I ordered a 2-Speed Driver Motor for my washing machine on 2/4/24. The subtotal came to $216.94. I paid $32.95 for expedited shipping and with tax the total came to $267.94. I received the part in a damaged box on 2/6/24. The drive motor was damaged. There was very little packaging and broken plastic pieces in the bottom of the box. I submitted an email request and requested a return/refund through the website, on 2/6/24. Pictures were included of the motor, the broken pieces, and the condition of the box, with the request. The pictures can still be viewed on the website, under the return request. I did request an address so that I could return the damaged part. I tried calling twice and got a message that there were no agents available due to high call volume. I was instructed to submit a request online. Since my initial request on 2/6/24, I have sent 3 follow up emails and have received no response, address for returns, or a refund. The follow up dates were 2/13/24, 2/21.24, and 3/6/24. The status on the website has been Processing since 2/6/24. I believe the part I received may have been returned previously which would explain the damaged packaging. Although I have received no response regarding the return/refund, I have been receiving emails from customer service asking me to review my product and share a repair story. Please help. We are a month out with no resolution.

  

  Business Response

  Date: 11/03/2024

  We are sorry for any issues this may have caused.  The warehouse is requesting some additional
  photos of the package the item came in to complete the claim. If you can please
  provide the following photos of the box from all angles-Please provide close-up
  photo of the label on the box (must show tracking). I have sent you a
  direct email so you can reply directly with the photos.  You will see a refund back on your credit card
  in the amount of $267.94. Please hold on to the damage item for 30 days and if
  the warehouse would like the item back, they will email you prepaid return
  labels to return the damage item. 

  Customer Answer

  Date: 11/03/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21403811, and find that this resolution is satisfactory to me. I have responded directly to the business email received this morning and attached the photos that were requested. I appreciate the assistance from BBB and the business. 

• Initial Complaint

  Date:02/03/2024

  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.

  I made a purchase on February 22,2024. One of the items I ordered is in stock and has yet been shipped the other item I understand is on back order I will have to wait. I tried calling the company to no avail because they say " due to high call volume there are no agents available to answer my call" I sent emails no one has yet answered. I would like my products if not then a refund and I can order the items elsewhere. Horrible customer service

  

  Business Response

  Date: 04/03/2024

  We are sorry for any issues this may have caused.  One of the items was on backorder at the time
  the order was placed and we had to order in from the manufacturer. The item has
  arrived from the manufacturer and should ship with in 24 hours. Once when the
  item ships you will get an email with the tracking details. We will also refund
  the shipping cost on your order for the inconvenience once when the order ships
  in the amount of  $8.70.

  Customer Answer

  Date: 05/03/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21375254, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:25/02/2024

  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.

  I placed an order on 2/17/24 (#********). The wrong item was sent. I promptly filed a return request with information plus images of what was in the package. I received a follow up email asking me for the information I had already sent. I then received the following message:
  
  “Due to the nature of your return, we have submitted a report with our warehouse. While the warehouse conducts their investigation, we ask that you please hold onto the part for up to 30 days (90 for GE parts). Should the warehouse require the part returned, we will email you with prepaid labels; otherwise, the part can be discarded after the allotted time.
  
  Once the warehouse has completed their investigation, your refund will be processed back to your original method of payment within 3-5 business days.”
  
  I don’t understand why I have to wait up 30+ days to get a refund when it’s clear it was an error on their part.
  
  I just want return shipping label and my refund asap.

  

  Business Response

  Date: 26/02/2024

  We are sorry to hear you have received the incorrect item.  We show you have been in contact with our
  customer service team and a claim has been submitted.  We ask you hold on too the incorrect item for
  30 days and if the warehouse would like the item back, they will email you
  prepaid return labels. This will not affect your refund.  You will see your refund back on your ******
  account within 3-5 business days in the amount of $61.53.

• Initial Complaint

  Date:10/02/2024

  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.

  Near August, 2023, I completed a purchase from PartSelect for a ********** Valve Solenoid Kit 120V Jlt at the cost of $34.66. The company had committed to delivering this specific item as confirmed by my order number ******40.
  
  Upon receipt, I discovered that I was sent an incorrect item: S*******1, 54mm Two Cup - Dual Wall Filter, which is not what I had purchased or have any use for. I attempted to resolve this issue directly with PartSelect by sending two emails on 9/9/2023 and recently 2/6/2024 and have yet to receive any form of acknowledgment or response.
  
  This lack of communication and the error in fulfilling the order to my detriment has led me to seek assistance from the BBB. I am requesting help to either receive the correct item I originally ordered or to obtain a full refund for the mishandled transaction. There was no advertising issue involved; the problem lies solely in the incorrect fulfillment of my order and the subsequent non-response from the company.
  
  I've attached a PDF showing the packaging they sent me which is labeled with the product I wanted but its contents show the discrepancy.

  

  Business Response

  Date: 13/02/2024

  We are sorry to hear you were shipped the incorrect item.  You will see a refund back on your paypal account in the amount of $49.68. You can discard the item you have received.

• Initial Complaint

  Date:09/02/2024

  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.

  I have two orders 23180765 and 23204338 that both arrived damaged and unusable. I requested to return them and get a refund, but those orders have be in "Pending" for over two weeks for the original order. They are not responding to my email or answering their customer service.

  

  Business Response

  Date: 13/02/2024

  We are sorry to hear the items arrived damaged.  We show you have provided the information for the refund process on your orders.  The claim has been submitted with the warehouse and the process takes 3-5 business days for the refund to be issued. We do show the warehouse is issuing the refunds on your orders today.  If you can please hold on to the damage items for 30 days and if the warehouse would like the items back they will email you prepaid return labels. 

  Customer Answer

  Date: 15/02/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21269674, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:08/02/2024

  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.

  Monday 2/5/24 I ordered striker and latch for my dishwasher from them. Their web says same day shipping. At 5 PM they were not shipped and I decided to cancel them and buy a dishwasher because I had company coming and needed a working dishwasher. I cancelled the items that day and have a screenshot showing that they were cancelled.
  The next morning I received email that they were shipped. That was too late I already had a new dishwasher.
  They have never replied to my request to refund my money.

  

  Business Response

  Date: 13/02/2024

  The item shipped due too when the cancellation was requested, the items was already in the shipping process.  We will email you prepaid return labels to return the order and you will see a refund back on your credit card in 3-5 business days. 

• Initial Complaint

  Date:07/02/2024

  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.

  I ordered a kickplate on 11-21-23 for $237.76 and my card was charged. Said it would be delivered in 10 business days. I have been trying for months via email and telephone to find out where this part is. I did go on line and found out for myself that it was back ordered but they give no anticipated delivery date. There customer service email address has never once answered my requests on an update and you call their customer service number and it just says that there is no available agent to talk to. There is absolutely no way to get a hold of a live person. This is very poor customer service and very unprofessional. I did give them some time to answer me and did tell them that I would have to file a complaint through the BBB as it seems to be the only way the customers are getting answers from them on other complaints. Just want the part and I want to know when its coming. If its not ever coming I want a credit for obvious reasons. I am so disappointed in them.

  

  Business Response

  Date: 08/02/2024

  We
  are sorry for the delay in responding. We are experiencing higher than usual
  email and call volumes and are working to respond to all of our inquiries as
  quickly as possible! Checking on your order the item ordered is on factory backorder with the manufacturer.. Currently the items have not shipped to us from the
  manufacturer. Once received the items would ship out to you and arrive in 3-7
  business days. An automated email will be sent to you to advise of this
  shipment.

  

  Business Response

  Date: 13/02/2024

  We are in contact with the manufacturers with updated information.  With this item they do not have in stock and are waiting from there suppliers.  We have cancelled your order and you will see a refund back on your credit card in 2-3 business days.

  Customer Answer

  Date: 13/02/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21261449, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/02/2024

  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.

  Hello,
  I recently bought oven glass and it was received scratched. I would like to return it for a replacement. I have E-mailed 5 times to no response.
  
  Acct#19****
  
  
  Invoice# 1-2****0-0124
  Order#1-8***8
  
  Part#
  MFG PART# *************
  GLASS , OVEN DOOR , INNER
  
  REFERENCE # ********
  
  Please tell me how to proceed
  
  
  
  *** *******
  
  University of **********, ***** 
  Department of *** *** *** ********
  
  Safety Coordinator
  
  Printmaking **** ********** ******** *** ******* ****** **********

  

  Business Response

  Date: 08/02/2024

  We are sorry to hear the item arrived damage. We need some more information in order to set up the correct return and refund. We have emailed you directly for this information. 

  Customer Answer

  Date: 13/02/2024

   I am rejecting this response because:
  
  
  I have not received confirmation of my refund yet.  Although I did get a response e-mail, I haven't got any updates so I feel this issue is not resolved.  I gave them the photos they requested and information they requested.  

  I sent a request e-mail to the company to send me confirmation of the refund.  They did not respond.  I don't understand how it takes so long to see the pictures of the scratched glass I received and refund me.

   

   

  

  Business Response

  Date: 14/02/2024

  Thank you for the photos. However the warehouse is still requesting the model number and serial number of the unit to complete the correct refund and return.  In the meantime, we have issued the refund and will show back on your credit card in 2-3 business days.