ComplaintsforNewparts, Inc.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for Disc Brake Caliper - Front Passenger Side 4M0615108BS1 $416.95 Audi Disc Brake Pad and Rotor Kit - Front (375mm) (Composite) (Ceramic) 4M0615301AS NP-*******-KIT1$457.95 on November 14, 2023. On November 16, 2023, I received an email saying the order had shipped through ****** and I attempted to track the order. On November 20, 2023, I called to inquire about the status of my order. Explaining to customer service the order had not shipped, and only the label was created on the 16th. I was told it takes 3-5 business days to ship. At this time, I was told the Audi Disc Brake Pad and Rotor Kit had been canceled. I was also told there was a "glitch" in the system, and I was never sent the email that the parts were not in stock and the order was canceled. I then inquired why I had not received the refund. I was then told the refund would be sent within 24-48hrs. There is now a pending deposit with my bank for the missing order. However, the bank said those funds will not be released until November 28, 2023, per the Company NEWPARTS request. My car has been in the shop since November 11, 2023. I can't explain or stress enough how time is of the essence. The lack of communication is unbelievable. The company knew the parts were NOT available and didn't say anything until I called to inquire 6 days later. Then lied to me on the phone and said it was up to my bank to release the funds. Navy ******************** will ALWAYS release funds early if they are able to. If the bank said they can't release the funds until November 28, 2023, That's because NEWPARTS told them not to release the funds until then.

  

  Business response

  11/27/2023

  We issued the full refund for the unshipped inventory on November 21st. The customer is welcome to return the delivered part of the order in order to receive a credit for the remainder of the funds if they would like.  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 4/7 I purchased a timing belt kit and thermostat from their website wich claimed to have over 50 in stock. I purchased expedited shipping because I have no car to go to work or take and pick up kids from school etc. I then emailed customer service explaining all of this and they responded claiming that they had shipped my order. 3 days later I tracked order with shipping # they provided which said that *** hadnt received the package yet. I emailed customer service again and explained the issue at which point they told me that it had been shipped but it can take 3 business days for *** tracking to show movement. I then contacted *** to verify that the package had not been passed to them and they verified that it had not. They also informed me that *** tracking is updated numerous times daily and that taking 3 business days to show movement had never been true. I then again contacted customer service and called them out on the lie. They apologize and said they would further upgrade my shipping and the order would be processed immediately. 2-3 days later I tracked the shipment using the first tracking number and the new one which both said the same thing, that the package had still not been provided. At this time I contacted customer service again and explained the issue. After 2 days I received a response apologizing again and explaining that there was an issue with my purchase and actually they did not have it in stock and it would be shipping from another warehouse. I was provided with another tracking number. After 2 more days I tracked and yet again the package was not delivered to *** at which time I requested a refund. I got no response so I emailed them threatening to file a claim with the better business bureau. They then responded saying they could not issue a refund since a shipping label had been created. My order has still not shipped and they refuse to refund me.

  

  Business response

  04/21/2023

  Our sincer apologies for the issue with this order. We did indeed have this item in stock but there was an issue with defects in all the kits in stock. An item was missing that we didn't offer separately. We did attempt to reprocess from a separate vendor but they had the same issues with thier kits and it took a few days to get that reported back to our team. A full refund has been issued for this order. Again our apologies for this poor experience. I have added a $25 site credit to your account as an apology. I do hope that we can help with your next need. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Brake pads and rotors from NewParts, also known as ************** on ****. They advertise on **** that the rotors are for a 2004 E55 ******** **** and are OEM. I received the shipment and checked the contents on the box. All parts were there, and these are rotors, and look like rotors of course. What I didn't know at the time is that they were the wrong size... 13.5 inches versus 14 inches. When it cam time for install, which I had to schedule, the mechanic immediately let me know these were the wrong size for my vehicle. I contacted NewParts and they said the 30 days had passed from the time of order and they were "Terribly sorry you've had such a bad experience with our part... apologize for the inconvenience and appreciate your understanding." They falsely described the rotors to fit my vehicle, which is an **** responsibility on their part when verifiing fitment, and will not honor taking them back. Now I have $850 rotors that don't fit my car. I would not order from this company as they can not be trusted and will not accept responsibility of their wrong description.

  

  Business response

  10/20/2022

  Business Response /* (1000, 5, 2022/10/19) */ This customer violated several **** policies and has resorted to using disputes & buyer protection as a form of extortion. As per the screenshots included on the original dispute file we already provided their payment institution with - they reported a problem with one of the rotors, while themselves admitting the shipment was delivered to them on August 1st, while requesting a resolution. To note here, as per all the listings we have on ****, including the one in question (under item ID 352105351763), we indisputably & transparently inform customers that the return deadline is 30 days from the date of purchase. So, this customer's request was already void (and hence is recognized on **** as a violation of policies by making unreasonable demands for things outside/against of policies in question) from the very start, as the customer contacted us in October, making their request for resolution inadequate, not covered by policy, and hence a direct violation of **** policies as well as our own policy - evidence for this is provided on the file attached. Moreover, they violated more **** policies by openly demanding $170.00 USD for costs that have nothing do to with our business, which is explicitly prohibited by ****, and the seller is in no way responsible nor required for such costs. We correctly responded (as per the documentation we included in this response for this BBB claim, that being the original file we included on the payment institution dispute they opened) that their request is outside of policy. The customer then resorted to directing threats as means of forcing this unreasonable demand on us, by saying they'll be slandering our reputation on *******, *********, ******, **** - also included on the file attached. We reminded them that they accepted the 30-day policy and the order details are included in the attached file so you can confirm this. They kept sending threatening, rude and indecent messages then attempting to input words into our responses - check the attached file for corroboration on this with evidence included. They also never corroborated a single speck of the multitude of claims they made, as per the evidence provided on the attached file. So, it's already been demonstrated on our dispute challenge on **** how this customer knowingly & intentionally attempted misusing ****, their payment institution and now the BBB claims as well, as form of planned extortion to try and literally steal money from us. They also never returned anything back whatsoever, they are not due for any kind of refund on any basis at all. Sadly, to the detriment of honest & professional businesses like ours, this behavior is slowly becoming a common thing on markeplaces due to the lack of proactive action, effective protection of sellers and complete lack of professionalism in said marketplaces to actually enforce their own policies, honor their user agreement responsibilities, as well as makiung sure their conduct is honoring U.S. law, as these kinds of frauds are very common now, with the help of marketplaces due to their lack of professional responses and actions taken.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Back in June I ordered two auto parts for my car ( 2 COILS for my 2 struts ) , few weeks later the order was delivered and I found out when later when I went to the mechanic shops that they have sent me the WRONG PARTS , one coil was for a ******** , the other one was for a ****** Camaro , when I tried to reach them ( through **** using messages ) they have refused any resolution , and on top of that they have added , illegally , an amount of 101 $ . I had agreed to pay about 106 $ ( each part cost ***** $ plus tax , times 2 = ****** $ ) , Every attempt to resolve this with them has failed . The payment was done online through **** , I am attaching a photo of the receipt , and the wrong parts sent me by this company .Order number 09-0871928352

  

  Business response

  10/19/2022

  Hello,
  
  The buyer placed the order on June 6th under **** username: fls_75, **** order# ************** (please see attached photo# 1). The *** tracking# 1Z7A377E0394309400 clearly shows that the package was delivered to the buyer's address on June 9th (please see attached photo# 2), therefore the buyer's statement that he waited few weeks to receive the parts is completely inaccurate.
  
  As you might know we have ******************************************************************************************************************************************************************** order for us to act accordingly and provide the adequate solution to the buyer's problem. Our company policy is supported and approved by ****, where we're conducting our business for the past 18 years as one of the highly ranked respectable sellers.
  
  On the photo#3.1 you'll be able to see that the buyer initiated the first contact on July 27th through the return request he had started, and we have included another screenshot from **** marketplace where you'll be able to see that the first textual message we have ever received from the buyer regarding this matter was initiated on July 28th and that there isn't any previous correspondence. This is a clear proof that the buyer hasn't contacted us within 30 days return policy and that he missed the deadline to file a complaint for the order# **************.
  
  Since the return period expired, **** supported the decision for the return request to be closed, which you will be able to see on the photo #3. We want to point out that there hasn't been any violation of **** policy at our end. **** regulations and seller's policy is transparent on any listing including the one in question, and by agreeing to place the order on ****, each buyer also agrees that he will respect and follow the trading rules, which also includes the deadlines posed. This buyer shouldn't be an exception. By opening this case, the buyer already violated ****'s and our company policy, trying to find the ways to extort the solutions he's not entitled to.
  
  Another false accusation was the buyer's statement that we overcharged him for the parts he had purchased. The parts' worth was $99.90 and that was the only amount we claimed. **** collects the sale tax directly, which has nothing to do with the seller's account and in this case **** collected the tax amount of $6.49 which gives the total sum of $106.39 the buyer was charged for. We don't have any extra funds for this order and we have attached the proof of this transaction on the photo# 4.
  
  We do hope that we have provided more than enough evidence to support our statements and to refute the buyer's false charges, since this kind of behavior shouldn't be encouraged. If anything else is needed, please let us know.
  
  Thank you in advance,
  *****
  See Attachment/File: 1

  Customer response

  10/24/2022

   
  Complaint: 18291655
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************

• Initial Complaint

  09/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a blower motor from NewParts through******* and received the part with a broken tab. I have immediately sent them detailed pictures of the issue and explained the situation. I have been asked to provided pictures of the shipping box as well and provided the same. The broken lock tab piece is not even in the box and clearly they sent me a broken part and now sounding like something broke in the shipping and need to file a complaint with the shipper. This sounds like an insurance fraud, but I will let them review the pictures and clearly not a shipping damage. Never explained the refund process and delaying the process and very late in response and only responds once in a day. Order: 1****************** I hope to have this resolved ASAP.

  

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/10/04) */ Our apologies for the issue with your order. You placed your order our Amazon Store and there are procedures that our reps must follow to handle the claim. We appreciate your patience and your claim should be settled shortly.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/4/2022 I placed and order for a filter and 2 bottles (5 liters ea) on Newparts.com. The bottles of oil were $44.95/bottle. On 9/7/2022 I received an email stating my order was shipped. I assumed the entire order (3 items) were shipped because the email did not say otherwise. Then on 9/8/2022 I received an email stating that Newparts.com did not ship the oil due to it being out of stock. This is where the shady dishonest business is identified. The same day as the last email, 9/8/2022 I checked Newparts.com and it showed the oil as IN STOCK and ready to ship however I noticed the price had now increased to $62.95/bottle. Along with their website, ****** as well showed the oil being sold by Newparts as IN STOCK. I tried calling the company which only has an automated voicemail which directs the customer to email the company and then disconnects you. Next, I emailed Newparts.com stating that I am willing to wait for the oil to come into stock and ship to me. I received a reply on 9/9/2022 that is it out of stock and I was refunded for the 2 bottles of oil. I have since checked Newparts.com and their other resale sites everyday since then and it NEVER has said "out of stock". This is obvious evidence that Newparts.com is a DISHONEST company. My conclusion is that they did not want to sell the 2 bottles of oil to me at the price I PURCHASED them for ($44.95/ea) and instead, lied telling me it's out of stock and then raising the price. This is shady business practice and unacceptable.

  

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/09/16) */ Our apologies for the issue with this order. If we wanted to cancel your order for reasons of profit we would have cancelled your complete order. You will note that we shipped your filter with free shipping as your original order was over the threshold. The cost of the shipment for the filter exceds the margin on the item. Our order team reported the stock issue to the catalog team and it can take 1-2 days for that information to be corrected on our listings. There was indeed a price increase on that item and the pricing is automatically changed on our listings, pricing can change multiple times daily. I have added 400 points to your loyalty program account and you are welcome to reorder the oil and use the discount to bring you back to the old pricing for that product. We will be happy to ship the 2nd order at a loss as well to make good on your original order. Thanks for giving us the oppurtunity to correct this issue. Please let me know if I can be of further assistance.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased parts from this company or ***** about 3/24/2022. They overcharged me 5% in sales tax. They insisted my address was in the City of Birmingham and County of Jefferson. I furnished proof which I attaching that clearly shows I live in unincorporated Shelby County. My tax rate is 5% not 10%. I want a refund of the 5% overcharge as I have requested since last March. Invoice #******.

  

  Business response

  09/22/2022

  Consumer Response /* (131, 7, 2022/09/08) */ ***Document Attached*** Business Response /* (1000, 11, 2022/09/12) */ The customer is claiming that we overcharged tax for the zip code but according to our sources the tax rate was calculated correctly. Consumer Response /* (3000, 13, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it strange that I have lived in Shelby County and no city, within one mile of my current address for 37 years and someone in Tennessee calls me a liar. I don't live in Birmingham and don't live in Jefferson County. I furnished a copy of a legal document showing the County was Shelby with no municipality. The document was for the tag for the Porsche I purchased parts for. I accidentally purchased an item from this company on **** last week. They are so intelligent they charged me 8% sales tax instead of 10%. This indicates they don't have a clue what's going on at my address and probably many others. Are they keeping the excess tax collected to help their bottom line? Business Response /* (4000, 15, 2022/09/13) */ I will investigate the inconsistent tax tables between our **** store and website and report back shortly. Thanks for your patience. Consumer Response /* (3000, 19, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) In Alabama Sales Tax rates are calculated by the Department of Revenue, not the super efficient USPS. My zip code extends into two counties and several municipalities. It also includes my residence/shipping address which is in Shelby County and no Municipality regardless of what your expert source USPS reports. I suggest this Company find out about sales tax from a competent, knowledgeable source before calling me a liar. What happens to excess sales tax charged a consumer? Why is this Company fighting so hard for less than $19 in spite of all the conclusive evidence? I'm becoming very curious. Business Response /* (4000, 21, 2022/09/19) */ Thanks for your patience for a response. I am still working with our accounting dept to confirm the requested information. In the interest of resolving this issue without further delay I would be happy to offer you the refund that you are asking for and follow up with what ever correction of rate, if correction is in order, on the listing. I agree that the inconsistent application of rate is concerning and needs definitive resolution as quickly as possible. Consumer Response /* (2000, 23, 2022/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company says it may be inaccurate in it's collection of e-commerce sales tax. I believe the company understands the USPS is not a proper source of sales tax information. It claims to be pursuing answers to this issue. It is important for the buyer to be charged the correct tax as well as government entities to be distributed the taxes they are due. I accept the refund offer of $18.94, representing the 5% overcharge on 3/24/2024.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7/29/22 I bought a set of 2 belts through **** order 04-08924-45694 they only shipped one and are refusing to send the other unless I close my **** claim first , which means I lose my right to **** protection if they never send the remaining part . I cannot trust Them I demand they send me what I ordered the complete order not partial This is consumer fraud and as a senior citizen and attorney I am aware this violates Tennessee senior consumer fraud laws . So I will be pursuing this with the Tennessee consumer fraud division as well as my credit card company

  

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/09/01) */ The buyer opened the **** return request on August 23rd stating that he received one out of two belts he had ordered. When the return request is active it basically gives two options for the sellers, as per **** policies: 1. to accept it, which means that we'll provide the buyer the proper return instructions and in this case the return label included, so he can send back the item and receive the full refund once the return tracking shows that the package arrived back to our warehouse 2. to offer the buyer the partial refund for the missing part- if he accepts the offer the return will be automatically closed and the buyer reimbursed for the missing item, if he declines the offer the return will become active again and we will have the obligation to provide the return instructions to the buyer. In the situation the buyer has reported, he opened the return request first, and after that he refused the partial refund offer we have sent or to return the item by using the return instructions and the label we had provided. He constantly insisted of receiving the missing item, which isn't possible to arrange, as long as the return request is active. This is the standard procedure when it comes to situations like this one asn the part of ****'s and our company policy, which the buyer neglected and ingnored entirely, by making unreasonable demands contradictory to the action he had started on his own. The return request obligates the seller to accept it and the buyer to return the part in order to be reimbursed. On August 24th we have sent the buyer the partial refund offer of $14.99 which is half of the amount he spent on his order. Since the listing included two belts of the same price, the offer was more than fair. Once the buyer refused the offer we sent him the return instructions with the return label attached and told him to use it to return the item received, so we can issue the full refund as soon as the part arrives back. The buyer never used the return label and stated that he doesn't care about **** procedures and was persistent with his demand which can't be fulfilled even though we explained him several times which options are available. He is using this case as the means of extortion of the funds, since he can not keep the part and expect to be reimbursed at the same time. He's also refusing to close the **** return request, so we can send the missing part. Since we have provided the buyer with the return instructions we have fulfilled out part of the case, and currently **** gave the buyer the deadline till September 16th to ship the part back. If he doesn't do that, they will close the case in seller's favor, since the buyer didn't honor the return timeframe. We do hope that the explanation given is clear enough and that it's obvious that we haven't violated any of the seller's terms nor any aspect of ****'s policies. Trading in any marketplace requires following the specific platform procedures and that applies to sellers and the buyers as well. Both parties have to follow the protocols in order for the issue to be resolved and in this case the buyer refused to cooperate. In a case he decides to return the part, we will gladly issue the refund once the package arrives back to our warehouse. If any additional explanation is needed, please let us know. Thank you, *****

• Initial Complaint

  07/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  purchased part on ****. these people only shipped half of the quantity I ordered and do not respond to messages on **** nor do they answer their phone fools! frauds!

  

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/07/29) */ Our apologies for the issue with this order. We have communicated through **** as **** doesn't allow vendors to list phone numbers. All communications must happen through the **** hub. We were only able to deliver half of the order and the customer has already received the appropriate credit. They are welcome to set up a return on the part of the order that was processed for a credit of the remainder of funds. Again our apologies for the issue fulfilling this order.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  5 days ago I placed an online order. 24 hrs later I receive an email stating my order had shipped. So I click on the link to check the expectited delivery date. All that it indicates Is a label has been created, still awaiting package. I confirm with UPS info is correct. So I email newpart.com asking for an explanation. No response. It's been already 4 email and still no response.

  

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/07/28) */ Good day and thanks for the message. Mr. ******* placed an order with us on July 21st. He chatted with a rep online with us hours after placing his order asking if he could expedite the shipment. We informed him immediately that we don't offer expedited shipping. He was informed that most shippments are delivered in 2-5 business days. Mr. ******* contacted us by email 3 business days later (July 26th) demanding a refund as the tracking was still not showing a scan from UPS hub. We answered his email within one business day to inform him that we could not cancel the order at that point and that we would continue to monitor the trackng. The tracking on this order is showing that the order will be delivered on the 29th. One day later than estimated. We have emailed the customer and requested that he refuse the delivery so that it will be returned for a refund. If the customer is unable to refuse the order we have already offered to set up a return with a pre-paid label. Consumer Response /* (2000, 9, 2022/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my products I ordered. I was not pleased how they conducted business, nevertheless the issue is resolved

*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. ↩