Complaints

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:11/06/2025

  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.

  **** ** *** ****** ******* **** this company is refusing to refund my money ** ****.
  history:
  
  I ordered parts ($144.64) ***** ********** They sent wrong parts
  I contacted them let them know they sent wrong parts I asked them to send me right parts
  they said not until I ship the wrong ones back.
  I asked how me getting my parts I paid for is dependent on me correcting their mistake?, I told them to ship my parts and I would return their parts once I received shipping labels from them.
  They said nope, against their "policy"
  then I said fine, refund my money.
  They said not until I ship parts.
  
  Proposed resolution: I would like my money refunded. I will set their package outside of my house, with label and they can arrange for an **** or carrier to pickup.
  
  or
  
  Terms for me bringing back to ******: My rates are $100.00 + HST per hour, minimum one hour charge, once I receive payment, I will re-pack parts and bring to ******.

  Business Response

  Date: 11/06/2025

  Our store policy and that of most if not all retailers is to have these items shipped back to us before replacement items are sent out.  We supplied the customer with a prepaid return shipping label and instructions for return which included the option of the courier picking up at their location.  we offered the customer replacement items or refund.  The courier showed up to pickup the package but the customer failed to affix the return shipping label we sent.  We then re-sent the shipping label and informed the customer as to why the courier did not pick up.  We are trying to help this customer to the best of our ability.  We are attempting to arrange another courier pickup and hope the customer understands our efforts.
  
  
  ** ********** **** *** ***** ******** **** **** *** ******** ******* ****************************** ******
  
  Hello,
  
  We have resent the label to *************************.
  Please ignore the shippng manifest as you will only require the
  label.  Please let us know when you are available next to have
  another pickup scheduled for this package.
  
  Regards,
  Team CPS
  
  On 6/11/2025 1:30 PM, ***** ********
  wrote:
  
  Please send a label
  
  
  ** ********** **** *** ***** ******** **** **** *** ******** ******* ****************************** ******
  
  
  
  
  Hello,
  
  We sent you the label to affix yesterday. They cannot
  accept a package with an old label on it as that
  tracking information has been completed and no longer
  allows for scanning in order to locate it within their
  facilities and drivers vehicles.
  
  Please affix the new label that was sent yesterday to
  the package, and remove the old one. If you need us to
  resend the label, please let us know and we can do so
  immediately.
  
  Please let us know when you are available next to have
  another pickup scheduled for this package.
  
  Regards,
  Team CPS
  
  On
  6/11/2025 1:12 PM, ***** ******** wrote:
  
  So update. ****** refused to take
  the package because it doesn't have an updated
  shipping label.
  
  
  ** ********** **** *** **** ** ******** **** **** *** ******** ******* ****************************** ******
  
  
  
  
  Hello,
  
  We will have your order ready for
  shipment upon confirmation of the pickup
  of the package in your possession.
  Unfortunately we cannot guarantee that
  it will get out to this address by the
  end of the week as we are already
  midweek before this order is shipped.
  Based off of your previous packages
  arrival, it should arrive within 2-4
  business day pending any delays.
  
  Regards,
  Team CPS
  
  On
  6/11/2025 8:29 AM, ***** ********
  wrote:
  
  
  ship it out to me.
  Can you please make sure I get it
  this week?
  
  
  ** ******** **** *** **** ** ******** **** **** *** ******** ******* ****************************** ******
  
  
  
  
  Hello,
  
  I will make sure to have our
  courier rep notify the
  driver to have them call the
  number listed on your
  account with us (###-###-####)
  when they arrive.
  
  Once they have picked up the
  order, would you still like
  to have the original order
  refunded or shipped out to
  you? As it stands your
  original order is packed and
  ready to go.
  
  Regards,
  Team CPS
  
  On
  6/10/2025 4:31 PM, ***** ******** wrote:
  
  sounds
  good to me. Can they
  call my cell when
  they are there?
  
  
  
  
  ** ******** **** *** **** ** ******** **** **** *** ******** ******* ****************************** ******
  
  
  
  
  Hello,
  
  I have just
  spoken with
  our courier
  rep at ******
  and they said
  that they have
  a window
  available
  tomorrow from
  10am-2pm for
  pickup if that
  will work for
  you. Please
  let us know
  and we can
  book this
  pickup
  accordingly.
  
  Regards,
  Team CPS
  
  On
  6/10/2025 4:06
  PM, ***** ********  wrote:
  
  
  I
  am flexible
  and have
  others at
  home.
  If
  you tell me
  when the
  driver will be
  there I will
  have the
  package ready
  for you in
  hand.
  
  
  
  
  ** ******** **** *** **** ** ******** **** **** *** ******** ******* ****************************** ******
  
  
  
  
  Hello,
  
  Please let us
  know a date
  and time that
  is convenient
  for you to
  have these
  parts picked
  up from your
  location and
  we can have a
  driver sent
  out
  immediately
  for pickup.
  Once that
  package is
  picked up, we
  will be able
  to issue your
  refund
  immediately.
  
  Regards,
  Team CPS
  
  On
  6/10/2025 3:32
  PM, ***** ********  wrote:
  
  
  I
  am putting you
  on notice. I
  am calling
  **** and the
  BBB and
  letting them
  know that you
  are
  ************   withholding my
  refund and
  explaining the
  entire
  situation.
  
  
  *****
  
  
  ** ******** **** *** **** ** ******** **** **** ***** ******** *************************** ******
  
  
  
  
  Again,
  Id like my
  order
  cancelled and
  refunded. I
  will release
  your parts
  once I receive
  my refund.
  
  
  I'd
  like the
  contact
  information of
  the owner, and
  where I can
  review your
  business
  online.
  
  
  **** ******** ***** ******** ** **** *************** ** **** ***** ** ****** **** ** ******** ** *******
  
  
  
  
  
  
  
  
  ** ******** **** *** **** ** ******** **** **** *** ******** ******* ****************************** ******
  
  
  
  
  Hello,
  
  We will be
  unable to
  cancel your
  order until we
  have
  confirmation
  that the parts
  have been
  dropped off
  and are on
  their way back
  to us. We have
  even offered
  to have a
  pickup
  scheduled in
  order to have
  this part
  returned to
  us, after
  which your
  original order
  will be
  shipped out.
  
  We would like
  to point out
  that we
  understand
  there was an
  error in
  shipping,
  however we are
  doing as much
  as we can to
  resolve this
  issue
  accordingly.
  We have paid
  for the label
  that needs to
  be affixed to
  the package in
  order to be
  returned. We
  have sent you
  a list of
  multiple
  drop-off
  locations near
  you to have
  this part
  returned to
  us, as well as
  offered you
  the option to
  have a pickup
  scheduled for
  this package
  so that you do
  not have to go
  to a drop-off
  location.
  
  Whether you
  wish to have
  the original
  order shipped
  out to you, or
  have it
  cancelled, we
  will require
  the parts in
  your
  possession to
  be returned to
  us before we
  can proceed
  with either
  option.
  
  Regards,
  Team CPS
  
  On
  6/10/2025 2:44
  PM, *****
  ********
  wrote:
  
  Please
  cancel my
  order and
  refund my
  money. Once I
  see the
  refund, you
  can arrange
  for pickup of
  the parts that
  you sent to me
  in mistake.
  
  
  Thank
  you.
  
  
  ** ******** **** *** **** ** ******** **** **** *** ******** ******* ****************************** ******
  
  
  
  
  Hi,
  
  We have sent a
  return label
  that we would
  ask you to
  affix to the
  package to be
  returned. You
  may ignore the
  manifest. For
  quickest
  turnaround,
  the package
  can be dropped
  off at any of
  the locations
  listed below
  or any that
  you can find
  on this
  website: ****** Find a Location
  
  Please let us
  know when the
  packages have
  been dropped
  off and we
  will process
  the
  replacement
  item(s)
  immediately.
  
  *** **
  ** ***** ******
  *********
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  ******** **
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  *** **
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  *** **
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  ******** **
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  *** **
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  ****** ******* ************ ******* *
  
  Regards,
  Team CPS
  
  
  On
  6/10/2025 9:17
  AM, *****
  ********
  wrote:
  
  
  OK. Here
  you go.
  
  
  ** ******** **** *** ***** ******** **** **** *** ******** ******* ****************************** ******
  
  
  
  
  Hello,
  
  We apologize
  for this
  mixup. Please
  send us
  pictures of
  the parts you
  received as
  well as the
  package it was
  received in,
  and the label
  on the box
  from the
  courier. With
  this, we can
  confirm what
  was sent to
  you and have
  the correct
  parts sent out
  to you.
  
  Regards,
  Team CPS
  
  On
  6/9/2025 2:22
  PM, *****
  ********
  wrote:
  
  Hello.
  I received
  this package,
  but its not
  the parts I
  ordered.
  
  
  Can
  you please
  ship me the
  correct parts,
  
  
  And
  what do I do
  with these
  parts that you
  shipped me? 
  ********
  ********
  ******
  
  
  *****
  
  
  ** ********* **** ** **** ** ******** **** **** **** **** ********** ****************************** ******
  
  
  
  
  ***** ********** 
  Your order
  is on the way
  Your order
  is on the way.
  Track your
  shipment to
  see the
  delivery
  status.
  
  View your order
  or
  Visit our store
  
  ******
  tracking
  number: **********************
  *** PLEASE
  NOTE: Tracking
  information my
  take 24-48
  hours to
  populate.
  
  SHIPPING
  QUESTIONS: Please visit HERE for information and
  answers to
  most shipping
  questions.
  
  ****** - Having
  trouble
  tracking
  shipments with
  multiple
  packages?
  Click the TRACK
  SHIPMENT button on the
  ******
  tracking page
  to populate
  the details of
  additional
  packages.
  Click HERE for more info.
  
  MISSING
  PARTS -
  Please be sure
  to open ALL
  PACKAGES before
  contacting us
  about missing
  parts. Parts
  are often
  placed inside
  other packages
  to reduce
  overall
  packaging use.
  
  Items in
  this shipment
  *** ****** ****** ****** ****** ************ * *
  
  *** ******* ****** ********* ******* *** ********* * *
  
  If
  you have any
  questions,
  please contact
  us via email
  by using the
  links provided
  here
  
  For
  warranty
  and/or returns
  information,
  please click here

  Customer Answer

  Date: 12/06/2025

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