Complaints
This profile includes complaints for CJ Pony Parts LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 50 total complaints in the last 3 years.
- 16 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:07/12/2025
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 timing cover and it arrived with the box damaged, no packing paper or bubble wrap inside and item damaged as well. I reached out to the company and after the phone call it took 3 days for them to reply and tell me that they were sorry for the delay and that I also purchased shipping insurance (which I did not) and now I need to go to ********** to get my refund which was a bogus **** gift card that did not work. I WANT MY MONEY BACK. I WANT THEIR BUISNESS SHUT DOWN. I POSTED THIS ON SOCIAL MEDIA AND HAVE ALMOST TWO HUNDRED OTHER PEOPLE SAYING THIS COMPANY HAS DONE THE SAME TO THEM OR USED TO BE GOOD BUT GONE DOWN HILL NOW. I just want justice. My money back.
Business Response
Date: 07/15/2025
Hello,
Responding to the customer. There is an option when placing orders on line that covers shipping issues. You can either opt out if you do not it is added to the order. He does have that. This third party shipping insurance does send **** gift cards for the full amount if the claim is approved. I will reach out and help the cust get his refund.
Business Response
Date: 07/16/2025
We have spoken with the customer and submitted the refund for his order on 7-16-2025Customer Answer
Date: 07/17/2025
I am waiting to receive the return . Then I will message you letting you know it's been resolved.Customer Answer
Date: 07/17/2025
I have received my refund finally and issue is resolved.Customer Answer
Date: 07/17/2025
[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,
******* *****Initial Complaint
Date:07/10/2025
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.
Invoice #: ******** Order Date: December 29, 2024 Status: SHIPPED Dec 30 2024 11:56AM Ticket # ******* Received defective parts Received an email stating: We're sorry to hear that parts from your order were defective. Please send back the following, so we can get you taken care of:Your Order Number The item number(s) for the defective part(s)Pictures or a video of the defects or fitment issues Whether you want a refund or replacement All information submitted to the company and in 24 hours asked for an update. The company now will not contact me. We're sorry to hear that parts from your order were defective. Please send back the following, so we can get you taken care of:Your Order Number The item number(s) for the defective part(s)Pictures or a video of the defects or fitment issues Whether you want a refund or replacement Contacted the company multiple times and they are not responsiveBusiness Response
Date: 07/15/2025
Hello, We have reached out to the customer and let him know a replacement mirror is being shipped.Customer Answer
Date: 07/17/2025
[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,
**** *********Initial Complaint
Date:06/29/2025
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.
The wrong parts were sent to me. Without assigning fault of order discrepancy i sought an RMA. *** was granted on the contingency that I paid for return shipping. The cost of return was estimated at $700-800 by ****** I asked ** Pony to book return using their account and that I would pay shipling costs. After several weeks I was told they could only offer me a small credit on a future sale. No o am saddled with parts that i cannot use.Business Response
Date: 07/03/2025
Hello, I will look into the issue. The cust ordered the wrong part and wanted to cancel the order. It has already shipped. We did reach out about providing a shipping label. The cust also stated the box was damaged. I will look further into and follow up with the customerBusiness Response
Date: 07/15/2025
Hello,
The supervisor is looking into this issue. I have reached out to see what will be done to help resolve the issue. Once I have an update we will follow up with the update.
Business Response
Date: 07/16/2025
We have submitted a return shipping label to have the part picked up on Monday 7-21-2025. We have been in touch with the customer to get the issue resolvedCustomer Answer
Date: 07/17/2025
I would like it noted for record that the company did reach out to me and resolved this matter. I truly appreciate the support of the BBB team, as I was at a loss for what to do otherwise.
Thank you very much for your role advocating for the consumer.
Kindest regards,
**** *****
Initial Complaint
Date:05/28/2025
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 from CJ Pony Parts on April 30th 2025 says itt was delivered and wasn't. I had to wait 5 business days wouldn't give me refund, gave me gift card. Ordered again on May 16th 2025 with gift card. Again I never received the floor mats. To my surprised my credit card was charged a second time which I did not authorize. I would like a refund for second order which i did not authorizeBusiness Response
Date: 05/29/2025
The cust received information to file a claim with the Extend shipping insurance he opted for on the order. He should have received a gift card from them for the total of the order. The second order ******** was placed on 5-17-2025 on the website, when the floor mats were ready to ship he payment was processed at that time it does how delivered on 5-20-2025. He does have a open credit on his account. I will reach out and verify the card the refund will be applied to.Customer Answer
Date: 06/08/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 23389467
I am rejecting this response because:Its been over week still haven't heard from them
Regards,
**** ********Business Response
Date: 06/09/2025
The cust did not file the shipping claim with Extend and has filed a dispute. As long as the dispute is on going all communication will need to go through our accounts department and the customers financial institution.Business Response
Date: 06/23/2025
On June 18, 2025 a refund was submitted for $123.42. This went back to the original from of payment. As for the first order we are unable to submit a refund due the disputeInitial Complaint
Date:05/05/2025
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 purchased products from this company on 12-23-24 the total price of which was $374.49. The order number was *******. The products that I received were not correct, I received a return authorization on 1-6-25 and I returned the products. I was sent a store credit on 1-22-25. I have a store credit #******* received on Jan. 22, 2025, which this company is refusing to let me use to purchase products. I have sent all paperwork regarding a dispute which was settled in favor of CJ Pony Parts to them, and yet they refuse to let me purchase products using my store credit. They have my $374.49 and I have nothing, and they won't let me purchase products. I would like either a full refund or to be able to use my store credit to purchase products. The business has done nothing to help me and they refuse to let me speak with a manager to help me with this issue.Business Response
Date: 05/08/2025
I will follow up with the customer. When the first dispute was won, the customer submitted a second one and that one has not been settled yet. The second one was submitted 2-4-2025Customer Answer
Date: 05/20/2025
CJ Pony Parts is 100% incorrect about this matter. Two days ago, I called Discover to try to get to the bottom of this issue. They advised me that they show no open disputes by me against any business including CJ Pony Parts. How can I possibly rescind a dispute that Discover states does not exist? Any dispute that I had with CJ Pony parts has been resolved in their favor and Discover has notified all reporting agencies of that. Discover suggested that CJ Pony Parts call their merchant services department to confirm that all disputes have been resolved in their favor. I sent an email to CJ pony with a copy of the dispute resolution and asked that they call merchant services.
I do not believe that CJ Pony Parts is acting in good faith regarding this matter. They have made no attempt to resolve it from their end. If they were acting in good faith, all they would have to do is pick up the phone and make the call. In my opinion, they are giving me the run around. So, after months, they still have my money and I nothing, ZERO!! All I want to do is use the store credit that they issued to me. This is not right.
Regards,
******* *. Plankenhorn**See Attachment
Business Response
Date: 05/20/2025
I reached out to our accounts department. They are looking into the dispute and the prearb that was filed. I will also send an email to the cust and bring him up to date on what we are doing.Business Response
Date: 05/27/2025
We received an update on the dispute. I have emailed the customer informed him everything has been settle and he does have the credit he can use. Explained all future order will need to be paid with ****** due a dispute being filed.Initial Complaint
Date:05/03/2025
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 truckbed cover that was on sale for ******. I never received it. And the warranty for ***** plus S&H and tax came to ******. I never received the product. I just want my refund of $******Business Response
Date: 05/06/2025
Package looks to be lost by ***** I included the link below will submit refund and follow up with the customer
*****************************************************************************************
Customer Answer
Date: 05/13/2025
[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. They have refunded me my $168.50.
Regards,
****** *******Initial Complaint
Date:04/07/2025
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 suspension air bag kit for my truck on 3/25/25 for $432.25. Receipt attached.I received the order on 4/5/25. Tracking ******** credit card was charged $512.40. Screenshot below.Business Response
Date: 04/08/2025
The customer called invoice ********. We found the glitch the discount did not save to his order and he had an open credit on his account. We submitted a refund of $50.98. The issue has been resolvedCustomer Answer
Date: 04/09/2025
[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,
B FitchInitial Complaint
Date:02/17/2025
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.
Nov. 7 2024, Transaction ID *****************. I ordered a Speedmaster top engine kit, I only received 75% of my order, missing a intake manifold $400 part not received. Contacted the company, sent pictures right away. It is Feb 17 2025, I have not received the part or a call back after contacting the customer service several times on this matter, always saying they are looking into it and contacting their vender for the part. ThanksBusiness Response
Date: 02/19/2025
Hello,
We have contacted the vendor again to have them send the missing part to the kit he purchased. i will follow up with the customer explaining and will keep him updated through the process.
Customer Answer
Date: 03/02/2025
This situation has not been resolved, Im waiting to hear from this company about the item to be shipped which they say they are checking with their vendor? I have not heard one word response from them. So the situation is out there resolved at all, thanks.Customer Answer
Date: 03/07/2025
This situation has not been resolved, Im waiting to hear from this company about the item to be shipped which they say they are checking with their vendor? I have not heard one word response from them. So the situation is out there resolved at all, thanks.Business Response
Date: 03/07/2025
We have not heard back from the vendor. I will reach back out again on Monday working on getting the missing part to the customerBusiness Response
Date: 03/07/2025
As I was typing we received an update the replacement part should ship today 3-7 will get a tracking number for the customerCustomer Answer
Date: 03/10/2025
[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,
******* ********Initial Complaint
Date:11/27/2024
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 placed an order #******** for side mirrors for my car. Upon arrival of the order I received 2 driver mirrors instead of a driver and passenger. I set up a return and exchange with the company (return auth #*******) and sent back the wrong mirror on my own dime because they refused to pay shipping. I received confirmation that they received the item. I have emailed them twice asking about the status of the return and exchange and have yet to receive a response (sent email 11/1 and 11/11, it is now 11/27).Business Response
Date: 12/03/2024
I am going to get an agent to follow up with the customer and get his replacement sent outCustomer Answer
Date: 12/03/2024
I was contacted by CJ Pony Parts the same day the BBB messaged them. The issue has been resolved. I am not sure why I wasnt contacted earlier by CJ Pony Parts but I am glad it is resolved.Customer Answer
Date: 12/04/2024
[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,
****** *********Initial Complaint
Date:11/09/2024
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.
On or around Sept 19, 2024 I ordered some parts from cj pony parts. Order # ********. As part of the order I cashed in 500 customer reward points for a $10 discount. When looking at my invoice I noticed that $10 was not deducted from my cost. On 9-27-24 I contacted a ***resentative and requested a refund as the parts didnt fit my vehicle. During that phone call I asked why I didnt get the $10 deduction. After some mumbling and head scratching the *** said because I used ****** the deduction wasnt given. He said hed forward to someone to take care of. Really it was just to get me off the phone. Numerous emails have been sent with most not being answered. All this over $10. Received a email on Wed, Nov 6 stating that the original $10 code would work. I went in and tried to use the code but it said it had already been redeemed. Predictable. Sad how bad customer service is.Business Response
Date: 11/13/2024
There is a supervisor looking into the issue with the points to help resolve this issue. I have informed them that a BBB complaint has been filed now. They will follow up with the customerBusiness Response
Date: 11/13/2024
I responded. There is a supervisor looking into the issue and will respond to the customer regarding the points.Customer Answer
Date: 11/13/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 22535605
I am rejecting this response because:
Communication with this company has been a major issue. Their response that they have responded just isnt true. They have been horrible at responding and I was told before they would look into the matter. That wasnt done either which is the reason for my complaint. They responded but are going to look into the matter doesnt make any sense at all.
Regards,
***** *****Business Response
Date: 11/14/2024
I have reached out to the supervisor again to have them follow up with the cust regarding his points. I am working on getting the issue resolved.Customer Answer
Date: 11/15/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 22535605
I am rejecting this response because:
No one has contacted me regarding this issue. No surprise.
Regards,
***** *****Customer Answer
Date: 11/25/2024
Is there going to be any more follow up on this issue? I havent heard a thing from CJ Pony Parts.Customer Answer
Date: 11/25/2024
Is there going to be any more follow up on this issue? I havent heard a thing from CJ Pony Parts.Business Response
Date: 12/02/2024
I will be reaching back out to the supervisor to help get this issue resolvedCustomer Answer
Date: 12/03/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 22535605
I am rejecting this response because:
Clearly, either the person providing the response isnt reaching out to the supervisor or the supervisor just doesnt care, which is why were here. Company still hasnt taken any action at all after almost 3 months. Sad really.
Regards,
***** *****Business Response
Date: 12/03/2024
I have followed up with the customer and submitted the $10 refund back to his original payment.Customer Answer
Date: 12/05/2024
The business finally took care of the issue. It wouldnt have happened without your involvement. Thank you very much!Business Response
Date: 12/10/2024
The points have been added to the customer's account. He has been updated
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