Complaints
This profile includes complaints for PartSelect.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 80 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/02/2024
Type: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 parts, and they sent the wrong ones. They have not answered any emails. I also tried their "Return an Item" on the website, and have heard nothing. I have tried many times to call and talk to them but they will not even answer the phone.
Order number 23043468
Business Response
Date: 08/02/2024
We are very sorry to hear your part is incorrect. We can understand the frustrations of returning parts, but we’re here to help you. We are missing some information and will need the following to complete your claim: - Model Number found on your appliance- Serial Number found on your appliance - Part number found on part- Part number (not on the invoice paper, but on the manufacturer's packaging of the part received) If you would like to do so, please call us toll free. If you have any questions or concerns, please don't hesitate to contact us back. Thank you,Customer Service1-888-895-1535www.PartSelect.comDaily 7am-12am ESTInitial Complaint
Date:06/02/2024
Type: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 purchased a door closer for my ********* refrigerator on 10/25/23 for the amount of $60.79 including shipping. The part has not been removed from the bag and never installed. I no longer have the order confirmation email with the order number so I can't process order online. I have sent emails and tried to call with no response. I simply want to return the item under the one year money back return policy.Business Response
Date: 08/02/2024
We
are sorry for the delay in responding. We have set up a return for your order. You will receive an email with all the return details. Please check your spam or junk folders if you have those setup. Once when we have the item back a refund for your order will be issued back on your credit card within 7-10 business days in the amount of $60.79.Customer Answer
Date: 08/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21252550, and find that this resolution is satisfactory to me.Initial Complaint
Date:31/01/2024
Type: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 a GE refridgerator on January 13th 2024 and the part we received is not the correct part. Part Select claims they have a 365 day return policy. I have been trying to contact them since I received the part on 1/17/2024. Their “Customer Service” does not reply to emails and when you call them a recorded message comes up stating “Due to the volume of calls received no agents are available”. This has been the case for weeks! I want to return this part and receive a refund. Due to Partselect’s delay I acquired the needed part from another vendor.
The Partselect.com order number is *********Business Response
Date: 06/02/2024
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! We show the return information was email on 01/18/24 and our warehouse has issued the refund for the return item 02/06/24 which can take 2-3 business days to show on your paypal account.. The refund was done in two transactions one for the item itself in the amount of $143.56 and one for the shipping in the amount of $9.25 for total refund of $152.81.Initial Complaint
Date:24/01/2024
Type: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 stainless steel bottom freezer drawer front to replace the one which was damaged when my new ** Cafe refrigerator was delivered. When it didn't arrive after several months I called and the Parts Select rep. said my original order didn't get submitted so he created a new order. I was charged for and received TWO freezer drawer fronts and NO seal. The second drawer front is still new in the box-completely useless to me. I'd like a shipping code to send this back at no cost to me, a full refund and a new freezer door SEAL. I've called countless times only to receive the same 'no one available' messages and they won't answer my emails.Business Response
Date: 29/01/2024
We are sorry for any issues this may of caused. We only find the one order under the name and email address on this order. The order we have was 03/27/23 and the item was on factory back order with the manufacture and shipped on 07/10/23 with fed ex tracking number 640539883653 and delivered on 07/14/23. Was the second char** under a different name or company ?The item ordered does not come with the door seal. A new order would need to be placed. The FREEZER DRAWER GASKET is part number PS12749328 in stock $42.69.Initial Complaint
Date:23/01/2024
Type: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.
Non delivery and no response to multiple requests. Order date was 01/01/24.Business Response
Date: 29/01/2024
We are sorry for any issues this may of caused. The
items you ordered was in stock at the time of the order; however, when
fulfilling the order there was an inventory discrepancy and the items went to a
temporary backorder status. We had to place an order with the manufacturer,
they are taking longer then our estimated 15 business days. Currently the items have shipped with fed ex tracking number ************ *n 01/24/24 and is due for delivery 01/29/24. We have issued a refund on your shipping for the inconvenience. You will see back on your paypal account in 2-3 business days in the amount of $9.90.Initial Complaint
Date:19/01/2024
Type: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 part for my mixer on the 9th of January this year. I got a notice of shipment and a tracking number. It has not moved since the 10th. When I call the company I just get a recording that they do not have an agent to take any calls and when I call the number listed at the top of the page I get a recording that it is not a working number. It may only be $100 but I really needed the part and I can't afford to lose the money either.Business Response
Date: 26/01/2024
Checking on your order. We show the package was delivered on 01/23/24 with fed ex tracking number 789119140398. Based on the tracking details the package was delayed with fed ex due too weather. We have refunded your shipping on your order in the amount of $9.25 which you will see back on your credit card in 2-3 business days for the inconvenience.Customer Answer
Date: 27/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21168407, and find that this resolution is satisfactory to me.Initial Complaint
Date:16/01/2024
Type: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 white fridge handle from Part select on Dec 16th, 2023. The package arrived about a week later but it is the wrong handle for our ******* fridge. I want to return the handle for a refund. I paid $142.78 for the handle including shipping. The cost of the handle is $110.67.
I have gone through the return process on the website but it has indicated 'processing' for a number of weeks, and does not seem to move beyond this status. I have tried calling their numbers but have not been able to talk to anyone because of 'higher than normal call volume'.
I am concerned that the company will not take any action on my refund.Business Response
Date: 23/01/2024
We are sorry to hear the item would not work with your unit. We do see you have filed a claim in our self service online. This process can take 7-10 business days. However we do see your refund is being issued today in the amount of $142.78 and you will see back on your credit card in 2-3 business days. Please hold on to the defective item for 30 days and if the warehouse would like the item back they will email you prepaid return labels to return the item.Initial Complaint
Date:10/01/2024
Type: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.
Hello,
I purchased a refrigerator door basket (item PS11706761) on December 15 2023. Order #23061412.
I received the part on December 18 but it was crushed (see attached photo). The box was in perfect condition so it must have been crushed before packaging. It was in a sleeve and the broken part was not obvious until taken out of the sleeve.
I immediately sent an e-mail to Customer Support which stated:
"I received the basket assembly that I ordered, thank you for the fast shipping.
However it arrived severely cracked (see photo). It looks like it was from a crushing force. The box is in pristine condition, so it did not happen during shipping.
Please advise as to how I can proceed to receive a replacement part."
No response. On Dec 30 I forwarded the e-mail again to Customer Support and added "PLEASE RESPOND" to the subject line. Still no response.
I am unable to contact PartSelect customer support via telephone since I only get the automated response, "Due to higher than usual call volumes ...".
They are nonresponsive when I click "Customer Service" on the e-mail for my order and I am unable to talk to a human or even leave a message.
Please help!
Thank you,
**** *******Business Response
Date: 11/01/2024
We are sorry to hear you have received the item damage. We have set up a refund for your order in the amount of $51.27, you will see back on your credit card in 2-3 business days. Please hold on too 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 item.Customer Answer
Date: 11/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21114487, and find that this resolution, for refund of the part, is satisfactory to me. However, holding the broke part and box for 30 days is irritating, having supplied a photo (and can send others), but I understand that the warehouse might decide that they need the part for corrective action.I would like to sincerely thank you for the assistance in resolving this issue. Giving the company the benefit of the doubt, it seems that they are overwhelmed and it is hard to say how long resolution would have taken me alone, if it ever would have been resolved.
Best regards
Initial Complaint
Date:31/12/2023
Type: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 is the review I posted based on my issue:
17/12/2023
Part arrived defective/damaged. Emailed about a return — no response. Filled out the online form for a return — no response.
I then received the following response to the review:
PartSelect.com Response
19/12/2023
We are sorry to hear the item is defective. We emailed on 12/05/23 for more information to complete the return and refund. If you can please check your spam of junk folders if you have those set up. Once when we have all the information we can complete the refund/return.
This response is a lie — I received no email, nor could I have, as my email address was not a part of my review.
It was bad enough that they did not respond to multiple requests to return a defective product, but then they lied about having contacted me.Business Response
Date: 04/01/2024
We are sorry for any issues this may of caused. We do show a number of emails was sent to the email address we have on file. We would need the model number and serial number of the unit itself to complete the refund. I have email you directly for the information. If you can please reply to that email so we can complete your refund.Initial Complaint
Date:21/12/2023
Type: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 would like help getting the part I ordered back.
I purchased a repair part for my refrigerator based on the price and return policy (order#22962028). I tried the part and it was not the problem. I returned the part. Partselect.com said they would not refund me for the part since it had been installed. While I did not notice this in their return policy, I agreed and asked them to return my part to me. I have contacted them four times asking for my part that I paid for. No response.Business Response
Date: 29/12/2023
We are sorry for any issues this may of caused. Once when an item is return and is installed the warehouse does not return the item. They are discarded this is done so a used item does not get resold. Has a one time refund we can refund you the cost of the item itself in the amount of $60.53. You will see back on your paypal account in 2-3 business days.Customer Answer
Date: 02/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21040198, and find that this resolution is satisfactory to me.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.