Complaints

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

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  Parts Geek LLC

  Doylestown, PA 18902-6612

  
• 

  Parts Geek LLC

  1 Oxford Valley Ste 850 Langhorne, PA 19047-3318

  
• 

  Parts Geek LLC

  3900 Mechanicsville Rd Bldg 7 Suite 213 Doylestown, PA 18902-1669

  

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:06/30/2025

  Type:Product 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 was sent a driver side power mirror assembly for a 1995 ****** 4Runner. The part I received was clearly a cheap knock off. The mounting structure was missing several reinforcement points and did not have the clip of an original mirror. The rubber gasket did not cover the entire opening, and the plug was the wrong plug. When I requested a refund I was not sent a return label or given the option of receiving one, so I had to spend $30 (half the purchase price) to send it back. I requested a refund for the shipping cost and they refused without any offer of resolution.This was not my fault and the part SHOULD have been for my vehicle, but they are selling junk parts as if they are actual replacement parts. *****, their customer service has no interest in correcting what they sell or fixing their problems with customers.

  

  Business Response

  Date: 07/03/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 6/14/25, Mr. ******* placed an order for SKU: MRA55259 - 1995 ****** 4Runner Mirror (TRQ), but opened a return on our website on 6/26 that the part they received was not the correct one for their vehicle and the plug and the mount grommet doesn't match the original one.
  We were contacted by Mr. ******* on 6/30 after the part was already shipped out and when a ticket was opened on the same day, we did not receive a response regarding our request for additional photos in order for us to validate Mr. ********* complaint about the part quality and issue.
  Since the part has already been shipped out, we will issue a refund within 7 to 10 days once this is received back.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/30/2025

  Type:Product 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 bought a rear view mirror for a 2018 ***** nx300 from parts geek. I checked with them before purchasing and they gave me the part number that I subsequently used to order. When it came it was not the correct part so it was not even fitted on the vehicle. I contacted parts geek and they told me to send pictures of parts,.labels, and box which I did. They were satisfied with it and subsequently sent a RMA# to return it which I did. To my surprise I was told they cannot give me a refund because it was used. I am still stunned by this because the part couldn't fit upon just seeing it. They sent pictures to me showing an interface with some dust on it. The wires in the picture they sent was different from the one they sent to me. Apparently whomever at their warehouse took pictures of some other interface and lied that it was from the part I sent. If you examine both set of pictures you can clearly see that they are different. To make matters worse they held on to the part and is refusing to send it back to me.

  

  Business Response

  Date: 07/03/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 6/18/25, Mr. ******** placed an order for SKU: MIR02888 - 2018 ***** NX300 Mirror (DIY Solutions), but they requested a return on 6/22/25 since the part received was incorrect.
  It was shipped back to us and received by our warehouse, however, during inspection, it was confirmed the clips on the wires show markings that it was installed which is why it was denied.
  As stated on our website, returns must be in resalable condition and once a part is installed, we are unable to restock this and issue a refund.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/30/2025

  Type:Product 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.

  Used their website and their part finding system to locate a brake kit for my vehicle. Using their webpage tools, it suggested a kit, which I purchased. Once it arrived I went to install the kit, the rotors were the wrong size. I inquired to return the kit for a refund, since they were completely wrong. I was informed that I would have responsible to pay the shipping cost to return the wrong parts that its own system suggested and listed as correct. Then they would charge me a restock fee. Both the shipping (estimated at $250 per ****** and the restock fee (unknown at this time) would be close total the cost of the unused kit ($318). I should not have to pay twice for a kit that partsgeek said was correct and ended up being wrong. They essentially want me to pay full price to return a wrong kit they listed as correct to make money on the return and to resell at full price. Shady and wrong.

  

  Business Response

  Date: 07/03/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 6/9/25, Mr. **** placed an order for SKU: 10PR1700140 - 2018 **** Explorer Brake Pad and Rotor Kit (Detroit Axle) and a return was requested by Mr. **** on our website under "Bought by mistake/ordered wrong", for reasons not caused by Parts Geek, we do not issue any return labels, however, we would be more than happy to help Mr. **** regarding their issue which is why we opened a ticket for them to be able to provide us more information as to how the part is incorrect and for them to send us photos of what was received.
  Once we received this and confirmed this is incorrect, we will issue a return label for the return and waive any restock fees.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/27/2025

  Type:Product 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.

  Received a defective fuel injector and they wanted me to pay for return shipping even though they sent me a bad part.

  

  Business Response

  Date: 07/03/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 4/21, Mr. ******* placed an order for SKU: 902-239-K4 - 2016 Chevrolet Cruze Fuel Injector Kit (Replacement), a return was opened by Mr. ******* on 5/13/25 through our website and an RMA Number was issued, however, we did not receive contact to request a return label.
  We issue return labels on select return reasons, but this needs to be requested through our **************** Team.
  In good faith with the BBB and Mr. ******** we issued a return label so this can be shipped back to us for refund.
  Once this arrives, a refund will be issued within 7 to 10 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/26/2025

  Type:Product 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'll ordered rear differential boats.They sent 2 boxes of oil PAN boats.Also ordered serpentine kit.They sent wrong one. So Now i'm out of hundred fifty four dollars. Don't know if I will get any of it back. And they blame Me because they sent the wrong parts.

  

  Business Response

  Date: 06/30/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 6/19/25, Mr. **** placed an order for SKU: ******* - 2016 ******************** Drain Plug (******), and SKU: 90K-39359 - 2016 ****** Crosstrek Serpentine Belt Drive Component Kit (Gates) through our Sales Team.
  A return was initiated by Mr. **** under "Bought by mistake on 6/25 and sent both of the **** mentioned above to the return location outlined in the return instructions.
  Unfortunately, as the parts were already shipped back before we were notified of the issue, we were unable to provide a return label. Regarding the cost paid for by Mr. **** for return, we are unable to issue a refund since we can only issue a return label upon request.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/26/2025

  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 purchased a rim from Parts Geek on 5/10/2025. A package was received on 5/15/2025. The package contained the wrong item. The *** numbers did not match. I immediately started a return request. Parts Geek requested pictures to confirm that the wrong item was sent. On 5/17/2025 I received an email with the return instructions. I've attached them to the supporting documents. I reached out and asked if I could receive a shipping label to cover the cost of the return. I spoke with ***** ******** who is a support agent for Parts Geek. She stated that she requested a return label and that I should recieve it shortly. 2 weeks later I did not receive a return label. At that point the return window was closing so I followed the return instructions that I was given and mailed the product back to Parts Geek on 5/31/2025. I received an email on 6/18/2025 stating that the refund was approved. The refund did not inlude the shipping cost that I fronted in order to get the part back to them. I started an online chat with Parts Geek on 6/25/2025. I spoke with **** ********* who informed me that they will not be reimbursing me the money that I spent to ship the item back to them. I needed to use a shipping label that they sent me. When probed further about why a shipping label was never sent with the original return instructions he stated it was an error on their part. When probed further about why ***** ******** did not send a return label he stated it was another error on their part. On the Parts Geek webpage the return process states "Ship the Package: Use a reputable shipping carrier with tracking capabilities. Customers are responsible for return shipping costs unless the return is due to our error." Sending a wrong part is definitely due to their error. I was then transferred to a supervisor, ******. He took my information and then sent my request to management. They denied the request stating that I should have continuously pushed the issue for a return label from them.

  

  Business Response

  Date: 07/03/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 5/10/25, Mr. ****** placed an order for SKU: ALY74338U30 - 2018 ***** RX350 Wheel but initiated a return for the part under "Wrong Item Sent", however no return labels were issued for the order.
  As discussed by our **************** Team with Mr. ******* return labels must be requested and it will be provided as long as the issue falls under issues caused by Parts Geek.
  A check refund was requested to cover the cost of the return on 6/26 and for check refunds, they will be delivered within 7 to 10 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 07/14/2025

  "Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 5/10/25, Mr. ****** placed an order for SKU: ALY74338U30 - 2018 ***** RX350 Wheel but initiated a return for the part under "Wrong Item Sent", however no return labels were issued for the order.
  As discussed by our **************** Team with Mr. ******* return labels must be requested and it will be provided as long as the issue falls under issues caused by Parts Geek.
  A check refund was requested to cover the cost of the return on 6/26 and for check refunds, they will be delivered within 7 to 10 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment."

  It has been 19 days since the company allegedly mailed me a check. I checked my mail today 7/14/2025. I have yet to receive it. 

  

  Business Response

  Date: 07/21/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  
  We're sorry to hear that Mr. ****** still hasn't received the refund check we issued.
  
  This has been forwarded to our accounting team to check with **** as to why this hasn't been delivered yet.
  
  Once we have an update we will update both the BBB and Mr. ********************* please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/23/2025

  Type:Product 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.

  Company: PartsGeek Order Number: ************ Date of Purchase: Jne 11, 2025 Amount: $86.83 Issue Description:As a first-time customer, I accidentally ordered the wrong automotive part from PartsGeek. Upon receiving the item, I immediately contacted customer service to request a return, explaining that this was an honest mistake and that I was a new customer hoping to establish a business ******************** Response:PartsGeek customer service acknowledged my request but refused to provide a prepaid return shipping label, citing their policy that customers must pay for return shipping on items "bought by mistake" or "no longer needed." They offered no flexibility despite this being my first order and immediate contact upon realizing the error.Specific Issues:Inflexible Policy: No consideration for first-time customers or immediate error recognition Poor Customer Retention: No effort to retain a new customer over a minor shipping cost Rigid Application: Policy applied without regard to circumstances or customer loyalty potential Resolution Sought:A prepaid return label for first-time customer mistakes would demonstrate good faith customer **************** Impact:This experience has resulted in:Loss of a potential long-term customer Negative word-of-mouth referrals to friends and family Poor online reviews affecting their reputation Desired Outcome:Refund processing upon item return receipt $86.83 Company policy review for first-time customer situations Acknowledgment of the importance of customer service in competitive markets This complaint highlights how inflexible policies can damage customer relationships and business reputation over minimal costs.

  

  Business Response

  Date: 07/03/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 6/11/25, *** ***** placed an order for SKU: LR172648 - 2020 Land Rover Range Rover Purge Valve (APA/URO PARTS) through our website.
  *** ***** reached out to us on 6/18 to report that the part they received was incorrect and upon further review by our team with the details requested from *** *****, it was confirmed that their VIN Decodes to a '20 Land Rover Discovery Sport SE and the part purchased will only fit the following:
  LR4
  Range Rover
  Range Rover Sport
  Range Rover Velar
  Unfortunately, as stated in our return policy, Customers are responsible for return shipping costs unless the return is due to our error.
  The part can still be returned to us and once it's received, a refund will be issued within 7 to 10 business days.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/23/2025

  Type:Product 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,This was my first time ever buying from this company. I am in a tight stretch because I needed these parts to pick up my child who is 12 hours away from me via car. The website only offers Year, Make, and Model for the parts search. So I did that, found a price that worked for my budget and purchased. We come to find out they weren't for my car and I had to pay shipping to return them because it was "my fault" apparently, even though that's what the website said would fit my car. I took one front hub out of the packaging and saw it wasn't right. So, I didn't bother with the rest of the box because I knew I had to return it. Sent it back parts geek now I am not getting my refund because there was a bolt missing? I didn't even see that it came with hardware to begin with. How is it my fault that something was missing? Then of course I get told no refund. This has to be the worst parts company I have ever ordered from and will not be using them ever again. I just want my $180 back so I can buy the correct part elsewhere.

  

  Business Response

  Date: 06/26/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 5/28/25, Mr. ******* placed an order for SKU: BHA82423 - 2016 Mercedes C300 Wheel Hub and Bearing Kit (TRQ), but reported  on 6/16 they received an incorrect part, but during the investigation done by our team, we were able to confirm that their vehicle is a 4Matic variant while the part they purchased was for a base model.
  A return was initiated and the part was sent back to **, however, on 6/20/25, our warehouse notified us that during inspection, it was found that there are missing hardware from the kit which is why it was denied.
  Unfortunately, as mentioned in our return policy, all parts must be sent back complete and in a resalable condition. If there are missing parts, we cannot restock the part and will be deemed non-resalable.
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

• Initial Complaint

  Date:06/20/2025

  Type:Billing 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 part from PartsGeek (Order #**-19722712), but they sent me the wrong item. I reached out to ask how to return it and who would be responsible for covering the shipping cost. I specifically inquired about return shipping in ongoing email threads with multiple representatives I was already in active communication with. Despite this, I never received clarification, so I returned the part on my own and paid $16.65 out of pocket. I also provided a copy of the shipping receipt.While the item cost was refunded, PartsGeek refused to reimburse the return shipping because I didnt request a label through their chat or phone system. This requirement was never communicated during the *** process or by any of the employees I had been speaking with(even after specifically inquiring) Ive attached email records from four different representativesKearl *****, **** ******, Pethuel, and Katiewhere I asked about return shipping and received no guidance. Despite this clear documentation, they still refused to issue a refund for the shipping cost.Customer Service Issue:I made every effort to follow the correct process and resolve the issue in good faith. The companys refusal to acknowledge their oversight, even after I provided proof of communication, feels dismissive and unfair. Their policy appears designed to shift costs to the customereven when the company is at faultand they made no effort to make it right.Resolution Requested:I am requesting a full refund of the $16.65 I paid to return the incorrect part that was sent to me. I also hope this complaint encourages PartsGeek to improve their communication and take proper responsibility for their errors.

  

  Business Response

  Date: 06/26/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 5/18/25, Mr. ****** placed an order for SKU: APTSS062 - 1989 ****** 4Runner Turn Signal Switch (Autopart Premium), but reported on 5/30 that the part received was incorrect and after validating the details provided to us by Mr. ******* a return was opened and the part was shipped back to us. A refund was issued on 6/18/25 for the part returned.
  Regarding Mr. ****** complaint regarding the return label, we do issue return labels, but this is on a request basis, and since the part was already shipped back, we cannot issue a return label anymore.
  In good faith with the BBB and Mr. ******* a refund check amounting to $16.65 will be shipped to the address on the order to refund the costs paid for by Mr. ****** for shipping the part back to ***
  Again, please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 06/27/2025

  
  
  Thank you BBB and PartsGeek for addressing my complaint and agreeing to refund the $16.65 for return shipping. I appreciate the resolution and will consider the matter closed once the check is received.
  
  That said, I want to be clearreturn labels should not be something a customer has to request when the error is on your end. If you send the wrong part, a return label should be offered automatically. Expecting the customer to cover shipping for your mistake, then navigate your policy after the fact, is not good service.
  
  It shouldnt have taken a BBB complaint to resolve something this simple. I hope this feedback leads to a better process for the next customer.
  
  Sincerely,
  ***** *.
  

• Initial Complaint

  Date:06/19/2025

  Type:Billing 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 with PartsGeek on May ******* for a wheel hub. Just a few minutes after placing the order I realized I had ordered the wrong part. I immediately emailed and tried to cancel my order. I received a prompt response telling me it was already too late to cancel. I asked my options about returning and I was advised by partsgeek to refuse the order when it was delivered. PartsGeek would receive the order back and 10 days or so later I would receive my refund to my card. PartsGeek received the package back and marked the order closed. I waited 2 weeks and still no refund. I called customer service and was first told there would be no refund to. Then after talking with the man he said it was their mistake and he was submitting the refund immediately. When we finished our conversation the customer support *** thought we were disconnected so he proceeded to curse me about a fffn refund. I spoke up and let him know I could hear him. He then couldn't apologize enough. I asked is that standard procedure for PartsGeek customer service to curse their customers when they think we aren't listening. He assured me my credit was taken care of. I know customer service calls are recorded and I hope they will listen. It's been over a week and still no credit. I don't have 200 dollars to just let go.

  

  Business Response

  Date: 06/26/2025

  Please accept our sincere apologies for failing to provide you with the excellent service you expected from us. 
  On 5/13/25 6:28 PM, Mr. **** placed an order for SKU: W0133-1850001 - 2009 Chevrolet Express 4500 Wheel Hub (AC Delco), but wanted to cancel it during the time they contacted us on the same day at 11:05 PM.
  Our team notified Mr. **** that unfortunately, it cannot be canceled anymore and provided other options such as refusing the package so that once it's returned back to **, a refund will be issued within 7 to 10 business days.
  This was refused and it was delivered back on 5/21, but no refunds have been issued yet which is why our team is currently coordinating with our warehouse to confirm why this has not been refunded yet and for a refund to be issued.
  Once we have an update, we will update the BBB and Mr. *************** please accept our apologies for any inconvenience that we may have caused and for the delay in receiving a resolution from our establishment.

  Customer Answer

  Date: 06/27/2025

  They are issuing my refund. Thank you so much

  Customer Answer

  Date: 06/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ****
  
  

  Customer Answer

  Date: 06/27/2025

  I accept the apology and I appreciate the BBB for their help. I don't understand why it wasn't resolved when I called customer service and that assured me it was in the process. Then used vulgar language