Complaints

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

close

Find a Location

PartSelect.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:27/06/2023

  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.

  Order # 22489012 Total Cost: $71.39.
  
  Order has been repeatedly delayed and appears to have been lost in shipping.
  ***** Tracking ID: 399236413354
  
  Online order confirmation uploaded.
  
  I've tried to contact PartSelect.com customer service via e-mail and phone multiple times with no response.
  
  I would like to request a refund.
  
  Thanks for any assistance you can provide.
  
  - ***

  

  Business Response

  Date: 28/06/2023

  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 have set up a lost in shipping on your order and you will see a refund for $71.39 back on your credit card in 2-3 business days. 

  Customer Answer

  Date: 28/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20245720, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:19/06/2023

  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 an inner glass for my oven door, providing the model number, serial number, & item number. I received the glass, but there was NO packing slip included. When I took the door apart, I discovered they had sent the wrong part! I couldn't get the company to contact me for several days. They finally sent me a return slip after providing the same info several times! I had to pay over $22 to return it!!! IT WAS NOT MY FAULT THAT THEY DIDN'T SEND THE CORRECT PART! They are not a reputable company. I wish I had read the BBB reviews before ordering from them.

  

  Business Response

  Date: 20/06/2023

  We are sorry for the misunderstanding. We have set up a refund for the return shipping in the amount of $22.00. In order to refund the return shipping we will need your card information. We have sent you an email. The amount of the order will go back to your paypal account in the amount of $117.43. 

• Initial Complaint

  Date:19/06/2023

  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.

  Date ordered: June 4, 2023
  Order Number: 22484210
  Description: PS16743373 Drain Pump Access Door Dark Slate
  Amount Paid: $17.13 plus $9.25 for shipping - total $26.28
  The email response from PartSelect in response to the order does not include any tracking information. It tells the customer to either email them at or call then at 888-895-1535. I emailed them four times and called them several times. They do not respond to any emails and they have a recording that says they are too busy to answer phone calls and to leave a message - but they never call back. I have not received anything related to my order. I have left voicemails and sent emails to cancel my order and refund my $26.38 - but get zero response. I believe this "company" is a ****.

  

  Business Response

  Date: 04/07/2023

  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 your order has been cancelled on 06/20/23 and refunded in the amount of $26.38.

  Customer Answer

  Date: 06/07/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20205823, and find that this resolution is satisfactory to me. I did receive my refund as stated.

• Initial Complaint

  Date:13/06/2023

  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.

  I placed an order on June 6 from Partselect. It was a tub seal for a washing machine. The package was delivered in what appears to be a factory sealed Whirlpool bag, but is is not a tub seal, it is a plastic zip tie. My main complaint is none of the phone numbers they list (including the parent company in Canada) function, which makes it impossible to rectify this situation. The part ordered was $29.97 plus $9 shipping.

  

  Business Response

  Date: 14/06/2023

  We are sorry for any issues this may of caused. You will see a refund for your order back on your credit card in the amount of $42.13 in 2-3 business days. Please hold on to the incorrect item for 30 days and if the warehouse would like the item back they will email you prepaid return labels.

  Customer Answer

  Date: 14/06/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20181384, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:28/04/2023

  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.

  Hello,
  Purchase date 4/6/23
  Order Information
  Order Number: 22292326
  Subtotal: $81.83
  Shipping Cost: $11.45
  Tax: $7.46
  Order Total: $100.74
  Items Ordered
  Item Availability Shipping Method Unit Price Quantity Extended Price
  PS3487933 Meat Pan - Clear InStock Standard $81.83 1 $81.83
  
  The pan was broken due to poor packaging. I sent all of the pertinent information along with pictures of the poor packaging and broken pan. They will not answer my emails as to refund status and no one answers he telephone.
  I have attached photo of the poor packaging and broken pan. This is a lot of money for broken plastic and poor service.
  Please help!
  
  Thank you

  

  Business Response

  Date: 01/05/2023

  We are sorry for any issues this may of caused. Thank you for the pictures of the item.  Please hold on to the damage item for 30 days and if the warehouse wants the item back we will email you prepaid return labels. You will see a refund back on your paypal account in 2-3 business days in the amount of $100.74.

  Customer Answer

  Date: 01/05/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19995347, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:02/03/2023

  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.

  I purchased a part for a washing machine on February 7 for a total of $245.00.
  When the part arrived on February 9 it was not the part we were needing. It arrived in a box with a sheet of bubble wrap around the part with no manufacturer packaging.
  I wrapped it back with the bubble wrap and placed it in the box. It was shipped back around February 13, well within the 30 day return policy.
  The part was returned in the exact condition it arrived and yet the company rejected the return, will not refund our money and will not return emails.

  

  Business Response

  Date: 03/03/2023

  We are sorry for any issues this may of caused.  If you can please reply with the model number and serial number of the unit the item was for and we can set up the refund for you.  Once when we have this information you will see a refund for the item itself in the amount of $229.76 back on your credit card in 2-3 business days.

  Customer Answer

  Date: 03/03/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19530391, and find that this resolution is satisfactory to me. 

  Order number - ********

  Part number - *********

• Initial Complaint

  Date:20/02/2023

  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 my stove from Partselect on Jan. 10 it didn’t work emailed them to return it They emailed me back and said the warehouse has to do their investigation and if they want it back they would email me shipping labels and to wait 30 days. I waited 30 days no emails from Partselect so I called them and they said they sent an email on Jan 16 but I didn’t receive anything from Partselect so they said they would resend them to me and would take 1 to 2 days and so far it has been a week no emails. I also messaged them the same day I called them and they said 24 hours for return labels and also the email would come from *** and not Partselect, they didn’t say the shipping label would come from *** in the first email on Jan 11. Order # 21994815

  

  Business Response

  Date: 21/02/2023

  We are sorry for any issues this may of caused. We have request new prepaid *** labels from our warehouse to be emailed to you.  You will see a refund for your order back on your credit card in the amount of $238.76.

• Initial Complaint

  Date:10/02/2023

  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.

  I ordered parts to fix my dryer on 1/11/2023 and paid $32.95 to have the parts shipped overnight. I received the order and two of the parts were incorrect. I called the company and arranged to have the entire order returned. I returned the incorrect parts, along with all the other parts and was refunded the price of the parts on 1/23 and 1/24. I have not been refunded for the shipping cost. I paid extra for shipping so I could get the job done the next day, it is not my fault they sent the wrong parts. Their return policy on their website sates:
  
  "If the return is a result of our error, or the part was lost in shipping, contact us within 10 business days to arrange a refund. In this case, we will refund the original cost of shipping after your return has been processed, and provide you with a pre-paid shipping label if we would like the part returned to us. Additional information such as photos of the part may be required to complete a return of this nature."
  
  My original cost of shipping should be refunded. I have called twice and sent multiple emails. I get an auto response each time, so I know the emails are being received. My order number was 22001134.

  

  Business Response

  Date: 13/02/2023

  We are sorry for any issues this may of caused. You will see a refund for the shipping cost back on your ****** account in 2-3 business days in the amount of $34.92.

  Customer Answer

  Date: 13/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19381600, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:02/02/2023

  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.

  Sup Triple B. I ordered an item from this website approximately on 01/30/23 and it initially stated that items are generally shipped out in 1.8 days. I saw the item was present and nothing indicated that it was not in stock. After a few days with no shipping update, I decided to call and spoke with a nice customer service representative. She stated that the item was unfortunately on back-order and that it was expected to get to their facility (Canada) on 02/14/23 to which they would send to me (U.S.) and to expect it towards the end of the month. Subsequently, I cancelled my order and was told I should be receiving an email confirming the cancellation, and that my payment of $47.33 would be refunded in 1-3 business days. About an hour and half after cancelling, I get an email saying my order has shipped. I contacted another representative from this business and was told my cancellation never went through and was given a very poor and suspicious excuse as to why my item went from being on back-order until 02/14/23 to it being shipped out today. They also stated that I will get my refund when I return the part. At this point (and upon further review of the company), I do not trust this business to honor their word after the communications we had. In my own unwarranted opinion, I genuinely feel that my item was updated as "Shipped" so they wouldn't take the loss. Please assist me with this situation. It's crazy how fast these businesses will take your money then leave you in limbo for weeks at a time. Thank you.

  

  Business Response

  Date: 03/02/2023

  We are sorry for any issues this may of caused. The item
  order was a on order item and we had to place an order with the manufacturer.
  Once when the item arrived the warehouse had shipped the item. We do show you
  have been emailed *** prepaid return labels to return the item if you are not
  able to refuse the delivery. A refund for the order has been issued in the
  amount of $47.33 and can take 2-3 business days to show on your credit card. 

  Customer Answer

  Date: 04/02/2023

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

• Initial Complaint

  Date:27/01/2023

  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.

  I ordered a control board for my dishwasher ("the part") on 12/1/2022 for $139.27 including taxes but excluding shipping. The part was delivered on 1/9/2023. I installed the part and found that my issue was not resolved. I returned the part in its original condition and box on 1/17/2023 expecting to receive a full refund excluding shipping based on their return policy.
  
  On 1/25/2023, I received an email stating that my return has been processed and my refund amount is $0.00. When I called to inquire about the refund, I was told that my refund was denied "due to being installed." I then put in a request for the refund to be reconsidered as "due to being installed" is not listed under their return policy as grounds for denial. I told them that if they are not giving me a refund, then they have to return the part to which they replied "no."
  
  I then began communicating with them via email. The transcripts are attached.
  
  On 1/27/2023, I called in order to be provided an update as I had not received another email. I was told that the warehouse is reviewing and will be submitting photos to prove that I damaged the part. I was told that this can take 1-2 weeks. I then made the comment that they can deny my refund within days but that it takes 1-2 weeks in order to investigate further.

  

  Business Response

  Date: 27/01/2023

  We are sorry for any issues this may of caused. Any item that is installed and return can be rejected for a refund. We have contacted the warehouse to advise of the issue with the item. You will see a refund of $150.72 back on your credit card in 2-3 business days. 

  Customer Answer

  Date: 31/01/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18938784, and find that this resolution is satisfactory to me.