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:02/03/2025

  Type:Delivery 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.

  Order a pair of two hooks. Picture clearly shows 2 hooks and screws and the description says hooks. Only one was received and they said only one came in the package.

  Business Response

  Date: 02/05/2025

  Hello,
  
  We apologize for any inconvenience. We are a ** dealership and we have over 500k unique products. All of our product titles and images come from the manufacturer, not from us at the dealer level.  While the product title correctly described this as a singular hook ("Front Tow Hook in Black") the image regrettably showed 2. This is not an intent to mislead anyone, as accuracy and transparency are important to us. Rather, our catalog is so large that bulk data is the only way to power our website, and sometimes the manufacturer's bulk data can come through with missing context which we do our best to correct immediately upon becoming aware of it. So as to ensure this is even more clear for future customers, we have updated the product title on our website to, "Single Front Tow Hook in Black - Not a Pair." You can see that here:
  
  **************************************************************************************************
  
  We only had about $5 in markup on your product, as we aim to charge the lowest prices in the country. For this reason, we cannot supply another $60 hook for free. We are happy to provide a free return label and a full refund though, if you do not wish to keep the hook we delivered. We'd also be willing to provide a discount on the item you have in your possession if a return is not your intended pathway for a resolution.
  
  Feel free to give me a call. Thank you!
  
  
  ******* ******

  Co-Founder | CEO

  ******************

  ************ 

  Customer Answer

  Date: 02/06/2025

  I am rejecting this response because:   It was clearly meant to deceive the customer as the pic and description shows hooks and screws. The package had a hook with no screws and only one hook. I couldve ordered both from  Amazon for the same price. Id rather leave the negative review and the bbb complaint than to accept a disrespectful discount 

  Business Response

  Date: 02/06/2025

  Good afternoon,
  
  As stated before, we are deeply sorry for the unintentionally misleading image. Though the title of the listing did correctly describe this as one hook as the time of your order, we acknowledge that pictures are a frequent point of reference in online sales, and we have made the listing even more clear so as to prevent any confusion about the included quantity for future orders.
  
  It is important to understand this was not a fulfillment error. This is not a "kit" part number, and the part number will have the exact same contents (1 hook plus hardware) no matter which dealer in the nation you order this from. The only way to receive 2 hooks is to order 2 hooks, though you purchased one from us. For this reason, we are unable to supply a 2nd hook as a 2nd hook was not paid for. We can provide a free return label and a 100% refund, and will proceed by emailing the return label immediately upon your confirmation. Alternatively, we can issue a 50% refund on the subtotal if you don't wish to return anything. This means you will have received the hook far below dealer cost, with us absorbing the loss as a courtesy and effort to provide a fast resolution.
  
  These are the only resolutions we can offer. We hope you can understand, and will let us know which of the proposed solutions you prefer. If you prefer neither, we regrettably can not do anything further. Thanks and we hope to hear back soon.

   

  ******* ******

  Co-Founder | CEO

  ******************

  ************ 

  Customer Answer

  Date: 02/06/2025

  I am rejecting this response because:   Unsatisfied. 

• Initial Complaint

  Date:01/09/2025

  Type:Delivery 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 12/7/2024, I purchased a Genuine GM Front Passenger Side Door Outside Handle ******** from worldpartsdirect **** auctions, order **************. The item was shipped promptly and was received on 12/11/2024. Upon receipt, I expected the item was painted black, but upon a quick inspection realized it was not. I originally planned to immediately return the item, but after speaking with a body shop, he informed me that they all come without paint and offered to paint on my behalf. I took the package to the shop and had the door handle painted. I paid out of pocket for the paint work, as this was not part of my order, which I understand. Upon picking up the item, the body shop informed me that they were unable to put the item together, as it comes in multiple parts, as there were items that were missing from the internals of the door handle. I reached out to worldpartsdirect on 12/24 informing them of the issue. I did not get any response until 12/27, and they seemed confused and asked for photos. The photos were sent back on the same day. I sent a number of follow up messages with no response till 1/6. On 1/6 they sent me a stock photo asking what items were missing. I replied again, which honestly I have already sent the photos, so you can see what is missing and I detailed that in my first message. After again, replying within 15 minutes of their message, I still have not received a follow up as of 1/9. I need the missing components so that I can install this on my vehicle. Their unresponsiveness and lack of detail has been exhausting.

  Business Response

  Date: 01/27/2025

  Hello,
  
  Please understand that this part was delivered to the buyer, the buyer delivered to a 3rd party paint shop, and the paint shop had to disassemble the part to paint it. That's because there are many small components on the interior of a door handle that are not seen, and not intended to be painted. Upon this 3rd party's attempt to reassemble the part, this is when the 3rd party told the buyer, who then told us, that they believed components were missing. It is highly likely that the body shop misplaced the small, allegedly missing components, as this was a new, sealed kit sourced directly from the manufacturer. However, the missing components are not the main problem so as far as it concerns our ability to offer a resolution. 
  
  We sell genuine OEM products from ************** (**), and ** has a replacement process for any defective or incomplete kit provided to an authorized dealer such as ourselves. However, the part cannot be modified for us to have the ability to return or exchange this product. Since the part has been painted by a 3rd party, it is no longer viewed as the same item by **************, and **** takes the same stance (the marketplace where this sale occurred). Our public return policy indicates that modified parts cannot be returned, and this policy will be mirrored by just about any parts vendor in the nation. If the item had not been painted, we could have quickly exchanged the kit. However, as the part has been transported to multiple locations, changed hands, been disassembled and modified, and only now has a problem been alleged, we've lost our ability to get a resolution from the product manufacturer, it now falls outside of our posted return policy terms and conditions, and **** policy does not require or expect sellers to provide refunds or replacements for products that have been modified either.
  
  We regret the buyer is having difficulty in this situation and we would love to help, but the parts the buyer indicates they need are not sold separately from ************** from a full replacement kit which would contain an unpainted door handle, as well as the small components we believe were included in the sealed box we provided at the time of sale. Thank you.
  
  
  Best Regards,

  World Parts Direct 

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair 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 DEF tank from these people. *** def tank did not work. I installed it on my truck and it fixed nothing so I took my truck to a mechanic. It sat at the mechanics shop for 4 months as we were waiting on a new computer for my truck. Once the truck was fixed I took the non working def tank off my vehicle and spent $130 to send it back to worldpartsdirect whim had spoken to me and told me they could get me a refund. Yet, I never received anything they tried to send me another def tank after I spent the money to ship the old one back but if it was an exchange then I wouldnt have had to pay shipping. No, they were going to do a return as I no longer needed the part because after fixing the computer the problem went away. *** company tried to tell me that it looked like I drove over ***** miles with the tank on my truck which really made me upset because that was a lie. I had proof and sent them the odometer reading of when I took it to the shop and where it was at at the time. *** difference was like 150 or 200 miles. *** only trip I made after having my working truck was to go pick up my dog from my cousins which is an hour and 20 minutes from my home. ***n the next day I pulled that tank and mailed it to them. After promising me for months they would do a return they did nothing and literally stole my money as they were able to get an exchange for themselves but did nothing for me.

  Business Response

  Date: 02/29/2024

  Hello,
  
  We are a licensed dealer/reseller of Mopar products. We abide by *****'s nationwide warranty policy, as all dealers do. Mopar's policy, which is set by the manufacturer (Mopar) and not us, is that defective parts or those that fail during the warranty period are eligible for a free replacement during the warranty period. We politely attempted to set up the replacement when the complaint was first brought to our attention and the customer responded with the following message on 04/06/2023: "This is going to be a problem and it looks like I will be getting with a lawyer as an exchange isnt going to fix this problem. I will be sending the part back and I do not want the other part back I want the money. You guys can keep the part. If that cant happen I will contact an attorney and take it to court." I responded with the following on 04/07/2023: "My name is *******. I'm the owner of World Parts Direct. Your business is very important to us, and we don't intend for there to be any dissatisfaction or conflict. We were simply explaining how the manufacturer warranty process works. It's the same for GM, ************ and likely most other major automotive brands in *******. With that in mind, I'm unsure who you'd intend to take to court. We're a licensed dealer following our dealer agreements. The policy is Mopar's, which is part of **** Chrysler. That being said, I can try to contact our rep and see if an exception can be made." 
  
  I indicated to the customer we would attempt to get an exception approved. We do not have the power to approve a non-standardized warranty, only the manufacturer can. Then, the customer did not return the product for another 7 months. This return was delivered to us on 11/17/2023 via *** tracking ID ******************. We informed the customer upon checking the part and the diagnosis of the problem that the customer provided (another requirement of the warranty process) that:
  
  -The part looked significantly used. It did not look like a part that was installed, immediately diagnosed as defective, and then removed as was claimed. 
  -No technician or business information appeared on the diagnostic paperwork. That is not standard for any dealer or mechanic. 
  -The customer deleted the DEF system entirely as the "solution." That's illegal in most, if not all, states in this *** per EPA regulations. That means the problem could have been elsewhere and not the tank itself. We have no proof the part was truly defective to begin with. Apart from a warranty process, which is exchange-only, this part was not eligible for our regular 30 day return policy per the time it took to return, and the used condition in which we received it. 
  -If the manufacturers agreed to give refunds for warranties instead of replacements, it means any customer could buy a new part, keep their old, non-functional one for a few months and then take that old part back to get their money back for the new part which they still retained. All OEM manufacturers I know of do replacements for warranties for this reason, among others.
  
  We informed the customer from day one of how the process works, which we were and still are willing to honor. The customer immediately threatened legal action which we believed was wholly invalid, and unjust. We also told the customer more than 7 months before the return was sent to us that we would ATTEMPT to pursue an exception with the manufacturer. We never guaranteed one and we were clear that the decision rested with the manufacturer. The exception was not approved.
  
  We are abiding by Mopar's (the parts ******** of *********** formerly **** Chrysler Automotive) warranty process, as all licensed dealers do. The customer is asking for an exception to the policy whereas our dealership is not the party with the power to make that exception. 
  
  Thank you.
  
  ***************************
  World Parts Direct
  
  

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair 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: ACDelco GM Genuine Parts ******** Drive Shaft Universal Joint Kit from Amazon on January 20th, 2023. the part was sold by World parts direct and delivered on January 27th, 2023. upon time to install i was given the wrong part from world parts direct. i contacted amazon to let them know of the problem and sought no recourse at that time being that i was able to trade the part with someone else. i had indeed left a 1 star review on the Amazon/world parts direct store page. i was then tracked down and stocked by ******************************* of world parts direct. he informed me that it was under his belief that it was not world parts direct that sent the wrong part and that it was in his (****************) mind amazons search tool (seen on top of the Amazon-U-joint screenshot). **************** was trying to bribe me into taking down the 1 star review on amazon and threatened to leave a bad review on my bosses company if did not take the 1 star review down. and so in fact ******************************* decided to take thins a childish mafia like route and leave a bad review on ****** local business reviews instead of doing what i am doing now and taking it up with Amazon. my Boss/employer is in fact very angry with me about this. i would like if the BBB can resolve this between parties including ************* parts direct, *******************, and I.******************* has no part in this and is seeking to have the bad review rescinded by ******************************* of World parts direct. Thank you,*******************

  Business Response

  Date: 03/20/2023

  Hello,
  
  We appreciate this customer's business, but there are some wildly false accusations in the prior presentation of events. Here is what happened.
  
  -This buyer ordered 2 products from ** on separate transactions.
  -We later received an email from Amazon about this transaction that was sent to us on the buyer's behalf. This confirmed that the products received were the same part numbers described and pictured in the listings, but they did not fit his vehicle. The email stated the Amazon compatibility tool said these would fit when they did not, and the Amazon agent ASKED ** to contact the customer to resolve their concerns.
  -The buyer's issue of receiving the same parts that were ordered, but not what he needed, is due to an Amazon compatibility tool that appears at the top of the advertisement, above the sections we control. Sellers do not have the ability to see, influence, or modify this compatibility data. We also cannot opt out of it to get it off our listings. It is site-wide across all sellers and automotive listings Amazon believes they have enough data on, and sadly, the tool is very unreliable. We have been, and will continue to attempt to make the appropriate parties at Amazon aware of this problem.
  -We offered to provide a free return label and a full refund, or to exchange the products for the right ones with a compatibility guarantee (our own compatibility software is very accurate...sadly our own compatibility not what is displayed on Amazon - as Amazon does not give sellers the ability to do so since they have their own).
  -The buyer said he didn't want to return them, that he wasn't even trying to public leave seller reviews. He said he just wanted to privately let ** know about the problem.
  -I thanked him, confirmed we are aware and have been lobbying Amazon for years to get this fixed, and asked if he might consider deleting the 2 seller reviews we received, which only takes a few seconds. I confirmed they had a huge impact on our business, and that we would help him however he likes in order to resolve any outstanding issues he has with the transaction. He said he wasn't interested in helping **.
  -For context, we only average 1 seller review per each ***** orders - which is about what most Amazon sellers average. This buyer left ** 2 bad seller reviews on just 2 orders, when in both cases we had no opportunity to prevent the issue, as we sent exactly what was ordered, there are no inaccuracies on the portion of the listing we control, and we were never contacted and given the chance to refer the buyer to the proper products before the purchase. His actions dropped our review score by 6 full points.
  -I never once threatened to leave a bad review for this buyer's business. I also did not attempt to "bribe" this customer. That's ludicrous. I also did not stalk this customer. I had a total of 2 phone calls with this business after Amazon first contacted ** on behalf of this customer and ASKED for ** to contact the buyer to assist. Those calls were about a week apart each. The first was with ****, described above. The 2nd was with ****, the owner of this business, and that's why I left the review. More below:
  -The review I left was based on my own experience with this business. They agents I spoke to were unnecessarily rude and unprofessional and **** made clear that anyone can leave a private review from their personal account if they want. That's what I did, and it was based on their treatment of me, not based on the Amazon order.
  -It's interesting that after we had TWO unfair reviews on our business for multiple weeks, and this business couldn't care less that they dropped our review rating 6 full points out of 100 (for an issue outside of our control that we offered to rectify immediately at our expense), ******************* suddenly got very upset about just ONE review they received, which they genuinely earned and it didn't even change their ****** star rating score. If something really affects someone else's livelihood, and that business didn't even cause the problem they are being reviewed for? No problem with *******************. A much smaller impact to their own business, which they actually earned? Now reviews matter.
  -My own review, as a private individual, was not contingent upon anything, and was never once threatened to be left to Bill here, or any ******************* employee. I had no expectation that they would care about it at all, or that **** would then finally go remove the 2 reviews he had left **. However, he did remove them at that point, which I saw and was surprised by. That very same day, I updated my review to a positive one on their ****** page as a good faith gesture, and to avoid things escalating and getting worse for either business.
  -At the time of this individual filing this complaint, their ****** review had been changed to positive a full 24 hours earlier. Since the stated resolution is the rescinding of this review, it seems the individual that filed this was likely unaware that I resolved his problem a day before he came to the BBB, without him asking me to do so and without me ever having discussed that I may choose to leave my own review as a private individual. However, in ********* and Auto knew I changed the review to positive, and simply didn't want the review out of principal or for other reasons, it has now been deleted.
  
  We seek to serve our customers with quality parts, unbeatable prices, and a high level of customer service. We only contacted this customer after we were first contacted by Amazon and instructed to contact this customer to provide support. Any call recordings from either of our companies will confirm I never threatened or bribed anyone, and I would not do so. I only offered to resolve the problem, advised that they do not trust the Amazon tool in the future and to please allow ** or another seller to provide compatibility advice directly, and asked if they might consider spending 10 seconds to remove the harmful ratings. Despite that, they told me they didn't want my help with either product we sold them and they didn't care about the harm they had done to our business. This business earned their own review, outside of the Amazon process and without contingencies, and that review was changed to positive a full day before this BBB complaint was filed. The review is now gone entirely. We hope this resolves this customer's concerns. Thank you.
  

  Customer Answer

  Date: 03/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This BBB Complaint is written not so much about the Wrong part received or the review on amazon anymore as the unprofessional choices of the seller to threaten and in fact cause damage against me and my employer.
  
  Instead of taking on Amazon directly, the Amazon seller decided to take criminal behavioral actions against me and my employer.
  
  Amazon, the amazon seller and my employer have been uncooperative in the due process of this matter. Both the amazon seller and my employer have had too much pride over a 1 star review. and in fact my employer becoming enraged by the amazon seller is threatening me with a loss of employment and a place to live. I can see why people no longer want to try harder or work in the current state of affairs we are all going through.
  
  The amazon seller had contacted me through Amazon/through my email, called my phone several times and then called my employers phone and my employer handed me the phone while i was busy working on a vehicle. now upon the response here from the seller i did not know the seller had contacted my employer. this is the original call i am referring to later.
  
  From my personal experience as an Automotive Mechanic (currently) i have been handed wrong parts several, several times and no one is willing to accept responsibility, as then the customers are frustrated and leave or leave bad reviews on my employers business. it has been unfortunately understandable as to a product either not available or is late in delivery due to availability. however Accuracy of the parts available is this matter. I have also worked within Distribution Businesses. the picking order in some business shows what the product is for. the risks involved not mitigated by the Seller is liability the seller is responsible for, not the consumer.
  
  The Amazon sellers response to this BBB complaint is again False and the credibility of the seller has been disproved based on the evidence provided, see attachments and i ask the parties involved to recognize that.
  
  The Amazon seller has been threatening and attacking me and my employer when this was in fact a consumer purchase and not a commercial purchase. my employer has absolutely no responsibility or role in this matter.
  
  Upon the BBB's due process of investigation contacting the Amazon seller, the amazon seller immediately reacted after the Amazon seller was contacted. I ******************* received a call and a text message that read:
  
  Bill, I changed that negative review to a 5 star for your business yesterday. The moment you finally decided to undo the harm we were unfairly inflicted, putting our reputation at a net zero from your transactions, your business got a reputational BOOST from me and I did it without being asked or pressured...I just wanted to say thank you. At that point, all should have been resolved. Why, then, after your review already became 5 stars a day prior, do we have a BBB complaint?
  
  I'd like to ask that you please verify what I'm telling you about my review and then close that BBB case. If you do not, your business will have a BBB case against it as well. Let's just stop all the drama and both move on. I'm sure we both have better things to do than all this. Thank you.
  
  I called and talked with a representative of ****** and they are under the understanding that the amazon sellers false negative review is in fact false (the review in the text above) and that my employer needed to have it removed himself and that is in fact what my employer did. anyone with a set of eyes can clearly see that the seller lives in ***** and has never been to this location.
  
  Again The credibility of the seller has been disproved based on the evidence provided and i ask the parties involved to recognize that.
  
  The proper authorities have been notified of the criminal behavioral actions taken by the Amazon seller.
  
  I sought to mitigate the unprofessional choices of the Amazon seller and do what the Amazon seller could have done instead of the criminal damages against me and my employer. ** that Amazon BBB compliant i have sought justice for parties involved as the Amazon seller could have done instead. included in that compliant was the Amazon seller's claim that the culpability and responsibility belongs to amazon. See Complaint ID# ******** I ask that the BBB reopen that matter as it pertains to this case also. i believe that Amazon's neglect in the seriousness of this matter needs to be mitigated. I cannot change the 1 star review on the amazon seller's page until Amazon settles this matter as it was truth to the best of my knowledge. and if in fact amazon did delete the reviews on the seller then that is between them. ** the original first call i had with the amazon seller i told him that i would look into it and so here we are.
  
  Not only did i received the wrong part, i received threats and actual damages by the amazon seller.
  
  The Wrong part in question is a replacement to the correct part that my employer kindly replaced telling me "use whatever you need off the shelf" and so i have not sought a replacement, return or refund. as stated in the original call. however to be treated like a chump by both by amazon and the amazon seller thinking chump change will make it all go away is unfortunate. the Extortion threats by the amazon seller and the actual evidence (see Attached and text sent) of having done so is why we are here today.
  
  Based on the Damaged caused by the Amazon seller and/or Amazon itself I am seeking restorative justice and recovery of damages. it is currently unknown what other damages have been caused by the Amazon seller.
  
  It is Possible my Employer will be taking matters into his own hands against the amazon seller as my employer has no responsibly or role in this, however i have no knowledge of him doing so.
  
  I am Morally repulsed by the unfortunate foolish pride over 1 star reviews and the Behavioral choices made by the parties involved. i have tried to remain humble and a quiet professional as much as i possibly can with due process in this matter.
  
  
  *******************
  
  
  
  

• Initial Complaint

  Date:03/08/2023

  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.

  Last week sometime. I ordered a mirror from part world out of New York. They didn't have it so they sent it from there store in Roosevelt TX. I sent it back. It was the wrong part. The guy in New York said he would but $110.00 back on my credit card. He has not done this as of yet. I would like my money back. Thanks

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/03/13) */
  Hello,
  
  We are not affiliated with Part World, or any locations in New York, and we also don't have any locations in Roosevelt, TX. We are World Parts Direct in Garland, Tx which is in the Dallas area, and we're a primarily online parts dealer (worldpartsdiredct.com). Also, I don't show any orders under your name and payment total.
  
  We believe this case was likely intended to be filed against another business, not ours. We would love to help you, but I don't believe we are the company you have been dealing with. Thank you.

• Initial Complaint

  Date:01/09/2023

  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.

  Order # ***** Placed 01/03/23 Called 01/09/23 to Inquire on status, I was told they were still waiting on the part.Called to cancel an order, processing for 5 days and I was still waiting for shipping information. Was charged a restocking fee of 20% for a part that was never even shipped and I never received any order status. Honest thing to do would have been to cancel the order without any fees for their delay. My 1st order placed went great, no delay or issues, 2nd order processing delay, no status updates, and 20% restocking fee on top of it, for a part they never had, and never even shipped to me. A restocking fee should apply if part was shipped or delivered to a customer. Restoscking fee for part you never had, never provided order status, and never shipped, nor delivered is simply DECEITFUL and DISHONEST practices.

  Business Response

  Date: 01/13/2023

  Hello,
  
  We spoke to the customer a few days ago and I believe the matter is resolved. First we explained the reason for the fee, which is that this item was special ordered for the customer and all dealers are charged a 35% restocking fee to return special orders to the manufacturer. We only pass 20% of this fee through and we absorb the rest. However, our conversation made clear our customer still needed the item, and we were scheduled to receive the product within about 24 hours. We requested to re-open the order at a discounted rate and ship immediately. The customer agreed and now, instead of feeling like money was gone with nothing to show for it, that product has now been delivered at a lower price than initially paid.
  
  We understand the customer's frustrations and we appreciated the opportunity to come to a resolution. We hope to get the chance to serve this customer again in the future, should they need any other GM or Mopar products. Thank you!

  Customer Answer

  Date: 01/16/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a call from the company and they made a great effort to come a resolution. I agreed to accept the order again and I'm pleased with the amicable and prompt resolution. Just waiting now on the last part of the order process, to receive the $100 refund for the core return, expected delivery to seller is 01/18/23.

• Initial Complaint

  Date:09/05/2022

  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.

  In January 2022, I purchased the passenger **** front door latch for my vehicle and I picked it up on January 28th, 2022 from Mr. Brandon Ruffin's owner office. Mr. Ruffin emailed me a written statement while I was still in his office that I could return that part for any reason if that part wasn't satisfactory and I could get a full refund and he will cover the shipping also. I emailed Mr. Ruffin on February XX XXXX to let him know I needed to return that part. I never installed the part. On February XX XXXX, Mr Ruffin said he could assist me with the return. As of now, I haven't received my refund for that part that I paid $93.24 for. Mr. Ruffin, received a demand letter in May of 2022, from a law firm encouraging him to resolve the claim in a fair and equitable manner without the need for further legal action. Mr. Ruffin was suppose to respond back to the law firm in writing within 60 days from receipt of his letter with an offer of settlement that's acceptable to me. The law firm hasn't heard back from him in writing and he hasn't attempted to pay me nor reach out to me. I have given Mr. Ruffin some addition time since May 2022 to resolve this situation. Now it's September. On WORLDPARTSDIRECT.COM website you have 30 days to return a part to get a full refund. I currently have supporting documents of the demand letter, an email were I tried to return the part, an email from Mr. Ruffin stating I could return the part and receive a full refund with him covering the shipping and an email from him stating he could assist me with a refund in February 2022. I am asking for Mr. Ruffin to do the right thing and not to continue to be in violation of the Texas Deceptive Trade Practice. I do still have that part which was never installed and I have been trying since February to ship it back to Mr. Ruffin. I am asking Mr. Ruffin to fully refund me so the two of us can move on without me having to file any legal action.
  Mr. Brandon Ruffin ( owner )
  Garland,Tx

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Hello,
  
  This claim is correct in some ways but not in others. To clarify, we initially promised "if for any reason the door latch you picked up from us on 1/28/22 is not satisfactory we will take it back for a full refund and I'll cover the return shipping." This is because our customer had expressed concerns with grease on the part, but that's how they come from the factory and I wanted the customer to understand there were no issues with the new part we provided, which we special ordered from the OE manufacturer specifically for this transaction. We stand by this statement, as all our parts are new, genuine parts that are guaranteed to function properly and are covered under warranty if they fail. Thus, if for any reason this part is not satisfactory, we'll take it back.
  
  The customer never had a problem with this part though, and thus, the condition of the part having any issues was not met. The customer only wished to return the part because they were having difficulty locating a totally separate part that is related to the same repair job, but sold separately. We offered to provide that very same part on multiple occasions so the customer could complete their repair. However, The customer wanted to find a deal that was cheaper than dealer cost, which we could not offer since it was below the manufacturer pricing, and ultimately, they were unable to find it for such a price. Our offer still stands to provide the needed part, but we cannot sell it below our own cost. Further, had the part been returned within our return window, no return reason, or unsatisfactory condition of the part would have been necessary. Anything can be returned to us within 30 days without a good reason being needed. We have attempted to politely explain that the promise we made was regarding any issues with the part itself, and we will always honor our word. The reassurance we provided regarding quality concerns with this item (due to grease which is on all latches from the factory) did not mean the customer now has an infinite return window and can return it even when the stated return conditions weren't met, months or years later, especially when we have personally offered to solve the problem they are having with the totally separate part on multiple occasions.
  
  Once more, the part we sold is not, and was not ever the issue. It's new, undamaged, and covered by a 2 year warranty. The customer only wishes to return the part because they could not find another, separate part which we have offered repeatedly to provide, though the customer does not wish to pay the cost for this item. To be clear, these items are not supposed to be included together. They are always sold separately, which was very clear in our advertisement.
  
  We hope that our customer will please allow work with us directly to find a resolution. We are committed to serving everyone who shops with us, but there are limits to every company's return policy, and the customer has zero issues with the part we sold them. The only problem that exists is unrelated to this transaction, and we have offered, and will continue to offer, to solve that problem. We know that unrelated part is discontinued, but we can still get it for you immediately as one of our partners has one in stock, which appears to be among the last in existence. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Mr. Ruffin ( owner ) first of all, I was well within your 30 day return policy. I have tried to return the part to you on several occasions. I emailed you with an offer to drive over 200 miles from where I live to delivery the part to you if you would reimburse me for gas and you still wouldn't accept that offer. Back to my previous complaint, I picked up the front passenger **** actuator from you at your office on January 28th and I requested a full refund on February 6th. That is within your 30 day policy. Secondly, I am eligible for a full refund according to your previous statement and your emails. I have the right to shop around for any part that I choose to. The only solution to solving this complaint is a full refund. I do not want to keep going back and forth about this part. If you truly stand by your words on your emails you would have given me a full refund back in February when I first requested a refund. You have stated in one of your emails that you can assist me with the return but I haven't received the shipping label. I understand your concerns and impressions but that do not have anything to do with giving me a full refund. I never made any promises to you about the part. If you are still unwilling to solve this complaint based on your emails
  which are your facts you leave me with no choice but to file a law suit against you. You can explain to the court ( Judge ) the reason why you believe I shouldn't get a full refund from you that you put into writing to me in a few emails.
  
  
  Business Response /* (4000, 9, 2022/09/13) */
  You first requested a refund within the 30 day window, this is true. I responded to you in less than 24 hours. I wrote "Hello, I am sorry to hear that." This was in regards to your statement "I need to return the front passenger **** actuator. I am on a budget and I can not afford to purchase the front passenger **** window regulator (unrelated part) at $300.00 or more at this time." I continued, "I can assist you with the return, but I am a little confused on what the actuator has to do with the regulator. We already provided a 100% refund for the regulator per your request and the actuator was totally separate and much cheaper. Would you mind clarifying your concerns so I can see if I may be able to help?" You did not respond for 6 weeks, which means about 2 months after the order and a month after our return window had closed.
  
  As stated before, I can still provide the unrelated part that you need, which is why you never used the part you're disputing that you bought from us 9 months ago. We have a low price guarantee on that piece you initially bought and paid for, then cancelled so you could try to find it below dealer cost. If and when you get around to installing this part you're disputing, we'd take it back if it was defective in any way as we said from the start. However, you are not asking to return it due to the part being deficient in any way. You are asking for an out-of-policy return window exception for a reason that was not covered by my promise to you. Again, the promise was to assure you the part was not used/damaged/defective, confirming that it was new and without issues when you questioned the grease that was on the part - which is always present as these are greased at the factory before they are shipped to dealers.
  
  Please check your emails and you will see you didn't respond to my email offering to assist with the return for 6 weeks. Further, and as stated above, we promised and provided assurance for the part against any issues with it, whereas if it had any deficiencies we would accept the return. We didn't say you now have an endless/infinite return window for a part that is without defects or issues, as this one is. You agreed to our policies at the time of sale and I apologize, but apart from offering you the other part you need (I'll even sell it at our own cost), there is nothing else we can do for you. If you feel this $93 situation warrants a lawsuit for some reason, I suppose you should do what you feel you need to do, but we have broken no laws, and you did not abide by our posted policies. For those reasons, and the low value of the issue, I don't feel this would be a wise use of your time, or money to get a lawyer which would certainly exceed the cost of this product, which you still have in new, perfect condition as it was when we sold it to you. Thank you and we hope you have a great day.
  
  
  Consumer Response /* (4200, 11, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On February 6, 2022 I did request a full refund within your 30 day window policy. Had I known that you were Not going to honor your words and be truthful I would not have purchased anything from you.