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:30/11/2023

  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.

  The order was placed through PartSelect.com for a drier filter on 11/19/23. The piece arrived and didn't fit our drier and I have been trying to obtain a return label from PartSelect.com for one week now with no response. All I am looking to do is return the part for a refund, however their phone number does not have representatives available and their customer service email has been unresponsive to multiple follow-*** inquiring about the return label. The amount spent including shipping and tax was $100.84.

  

  Business Response

  Date: 01/12/2023

  We are sorry for any issues this may of caused. We are showing a email was sent on 11/27/23. We  have emailed you *** prepaid labels to return the item. Please check any spam or junk folders. You see a refund back on your credit card in 2-3 business days.  

• Initial Complaint

  Date:17/10/2023

  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 recently ordered a replacement top panel for my dryer from partselect.com (order 22876398). When I received the part, the box it arrived in had puncture holes that had been taped over and the part inside was damaged.
  I called the customer service number the same day I received the damaged part (10/13/2023) to report the issue and have a replacement shipped. I was told that I would receive an email instructing me to provide photos of the damage and a refund would be provided. Unfortunately I did not immediately receive an email so I sent an email to the customer service address listed on their website.
  After not hearing anything for a couple days I called customer service again. I was provided a personal email from the service agent instructing me to provide photos, part number and serial number of the damaged part. I replied with the requested information.
  Today I received an email from the same service agent telling me that I needed to provide the model number and serial number of the dryer that I bought the part for. I asked why this information would be needed since I did not purchase the dryer from partselect.com. I was told that they cannot process a claim without the dryer model number and serial number. I have not provided this information since it is not something that they need and I believe that they may intend to use it to file a false claim with the manufacturer.

  

  Business Response

  Date: 18/10/2023

  We are sorry to hear the item arrived damage.
  When an item is damage in shipping we ask for pictures of the item and the
  package. The information is then provided to the warehouse to file the claim. In
  some cases, they require the model number and serial number of the unit to
  provide the to the manufacture of the item to file a claim. This would not be
  related to where you may of purchased the unit from or related to any kind of
  warranty you may have on your unit. This is not used to file any false claims
  with the manufacturers, in some case they may want the item back. If the item
  is requested back, we would email prepaid return labels. We ask  for the item to be held for 30 days in case
  they request the item back.  We show a claim has been filed and you would
  see your refund in 3-5 business days.

• Initial Complaint

  Date:11/10/2023

  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 placed order 22841389 on 9/26/2023, which included two parts for my refrigerator. When I received the shipment on 9/28/2023, one of the items (PS11739091) was not in the package.
  
  I sent an E-Mail on 9/28/2023 indicating this, and to this day have never received a response. On 10/2/2023 I called your Customer Service number. The representative (who was quite friendly) told me that a refund would be processed, but that I may have to provide proof that it didn't arrive. He also informed me that I would have to place a new order in order to receiving the missing item (I have not yet done this, as I wanted to receive my refund first).
  
  There are several problems here:
  1. I have had no further contact from the company regarding my refund.
  2. I have not received a refund.
  3. It is ridiculous that a customer would have to do MORE work (wait for a refund, then place another order) in order to correct a shipping mistake for which the company was responsible!
  
  Because of their lousy support, I want both a refund AND the immediate shipment of the product I never received!

  

  Business Response

  Date: 12/10/2023

  We are sorry for any issues this may of caused. The refund for the missing has been processed today. You will see back on your paypal account in 2-3 business days. We have also refunded the shipping cost on your order for the inconvenience. You will see a total refund of $50.71. A new order would need to be placed to have another item shipped out. 

• Initial Complaint

  Date:11/09/2023

  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 Cafe Refrigerator Dairy Bin, Right (Part # PS8690742) in order #22736360 on August 23. Unfortunately it arrived damaged and unusable, with a glass door broken (see photo attached).
  
  The PartSelect website advertises free returns within 365 days, so I initiated a return via the website in late August, but never heard anything back. As of today, the return status is still showing up as "Processing – No notifications at this time".
  
  On September 6, I sent a followup email to PartSelect, but still heard nothing back.
  
  Since PartSelect appears to not be honoring their return policy and not responding to any of my attempts at communication, I may have no choice but to issue a chargeback from my credit card.
  
  ****

  

  Business Response

  Date: 12/09/2023

  We are sorry to hear the item arrived damage.  To complete this return, we need to file a report with the warehouse. At your convenience, can you please email [email protected] the following information and photographs:- Pictures of the damaged part- Model number (of your appliance)- Serial number (of your appliance)- Condition of shipping box- Pictures of damaged box (if applicable). You can also reply to this message.Once when we have this information we can refund and set up the correct return.

• Initial Complaint

  Date:01/09/2023

  Type:Billing 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 3 shelves for our ** refrigerator and only received 2 of them. I've reached out to parts select 4 times now and the are saying they will refund me, but I have not received a refund or my missing shelf.

  

  Business Response

  Date: 06/09/2023

  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 do show you have been refunded today in the amount of $70.76 for the missing item. You will see the refund back on your credit card in 2-3 business days. 

• Initial Complaint

  Date:25/08/2023

  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 for a ** microwave oven Thermostat fuse which was sent and received.
  I specifically called the company PartSelect.com to ensure I would receive the correct part.
  I received the wrong part - it does not fit my ** microwave. I took a picture of the part I received and the old part for comparison and emailed the customer service department three times.
  I have not received any correspondence, email,
  telephone call from the company, customer service department. The order email shows only that I should email the customer service department to return the wrong part.
  I also called the customer service department and there was no answer.
  The part cost $16.97 tax of $1.02 and shipping was $11.45 for a total char** of $29.44.
  I seek refund of the $29.44.

  

  Business Response

  Date: 06/09/2023

  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! You can discard the item you have received. You will see a full refund for your order in the amount of $29.44 back on your credit card in 2-3 business days. 

• Initial Complaint

  Date:21/08/2023

  Type:Delivery 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 humidity controled crisper drawer for my whirlpool refrigerator. I received the product but it didn't fit right so i sent them an email and they responded with an email stating how to start my return. I sent all information they needed. But still after i sent several emails to get it returned and to exchange for the right one i have heard nothing. Ordered on August 12th 2023, cost was about $71.00 minus $11.45 for shipping. Now I just want a refund.

  

  Business Response

  Date: 22/08/2023

  We are sorry for any issues this may of caused. We show an email was sent on 08/18/23 with the return details to *********************. We have resent the return email and also sent the email too **********************. Please check any spam or junk folders if you have those set up. Once when you return please let us know and we would be more then happy to issue a refund for the order. 

  Customer Answer

  Date: 23/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20502016, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:15/08/2023

  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.

  On August 4, 2023, I purchased 3 items from parts select. One part, a freezer gasket was delivered defectively. It is deformed and therefore leaks air when installed. I contacted PartsSelect several times. First they said I would receive a refund and a return shipping label the next day. That did not happen. Then they said i would hear back in 2-3 days as to whether they wanted me to return the item at all at which time I’d get a refund processed. That did not happen. Then I was told that I needed to send a picture, which I did. I then received an email stating that the warehouse needs up to 90 days to evaluate. Cost is $89.76 plus tax.

  

  Business Response

  Date: 17/08/2023

  We are sorry for any issues this may of caused. The warehouse asks to hold on to the item for 90 days and if they would like the item back they email prepaid return labels.  This will not effect the refund process. You will see a refund for the defective item with in 3-5 business days.

• Initial Complaint

  Date:25/07/2023

  Type:Order 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 on 7/13/23- order 22604058. The order arrived damaged and I reached out through their website to initiate a return- I provided pictures and an explanation. After no response on returning the item, I tried to call numerous times and only get a recording that they have no customer service reps and to use the website. I sent another email with no response. At this time I am going to initiate a credit card dispute.

  

  Business Response

  Date: 31/07/2023

  We are sorry to hear the item arrived damage. In order to set up the correct return and refund. We need some more information. If you can please reply with the model number and  serial number of the unit the item was for. Once when we have this information you will see a refund back on your credit card for the order and we would ask you to please hold on to the damage item for 30 days and if our warehouse would like the item back they will email prepaid return labels. Please reply. 

• Initial Complaint

  Date:14/07/2023

  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.

  Bought a part for my washing machine. Received part. Installed it then 2 days later I changed my Mind and bought a new washer. Took the part out. Still working and intact so sent it back to company in original packaging. Paid 22$ at the post office out of my pocket. And now they refused my return. So im out the original amount or the part plus tax plus shipping and shipping to return the item. So about 110$ down the drain. They probably will resell the part that i return and they refused to refund me since its working and intact.

  

  Business Response

  Date: 17/07/2023

   We are sorry for any issues this may of caused. If  a part is returned and was installed due too the item is no longer wanted and the warehouse will not issue a refund for the item.  As a one time refund we can issue the cost of the item in the amount of $67.49.  You will see back on your credit card in 2-3 business days.