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Complaint Details

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Initial Complaint
12/12/2024
Complaint Type:
Delivery Issues
Status:
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.
Order was placed for a driver side window motor for a 2012 *** optima on 11/15/2024. Parts Hawk employee quoted me a parts # and order was placed. Part # was wrong. I contacted Parts Hawk and was told I could get a refund. I have attempted thru email/messages several times concerning my refund and no one has contacted me. Their phone answering service does not give the option to speak with a representative. I need a resolution to this problem. What are my options ?
Business response
12/13/2024
Hello,
There seems to be some confusion from the customer on this order. The customer ordered the wrong part for their vehicle on 11/15/24. When checking on the order confirmation the customer did not validate fitment (or Year/Make/Model of their vehicle to ensure the part would fit). Our system captures if a customer validated fitment or not at the time of purchase. Once the customer realized that it was wrong they asked for a return on 11/29/24. We approved the return and provided return instructions.
On 12/12/24 our warehouse notified us that the customer returned a pair of heated socks instead of the ****** Products ******* Kia ****** ***************************** that was originally ordered. We advised the customer that they shipped the wrong item to us and for information to get the wrong item shipped back to them. We cannot issue a refund as the product that we shipped was not returned to us. We do not sell heated socks and cannot issue a refund for this product. Please review the communication and the attached pictures of the socks. The pictures were sent to the customer.
Thank you
Customer response
12/16/2024
I'm sorry for the confusion. Wrong part was sent by a family member. The correct part will be returned for a purchase refund.
Customer response
12/27/2024

Complaint: 22677865

I am rejecting this response because:

Sincerely,

**** *****
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a complete engine rotating assembly (all parts needed to build) and all they sent was a box or connecting rods, we exchanged emails and they kept saying they would try to find the rest( they never sent because the shipping weight of 12lbs doesnt match the 95lbs it should have been) but they didnt contact me back saying they couldnt find them till I filed a claim with ****** then they said I could ship back what I received for a refund, I took a vacation from work to build this engine and all that was wasted, now my money has been tied up for over a week and will be tied up for at least a week longer so I cant even order the parts elsewhere ( they said they cant find them but as of this morning 10/15/2024 their site says 3 in stock) I dont want a refund and I dont want to have to drive 15 miles to a *** store to ship back I want the rest of the parts kit that I ordered Ive already wasted enough time with this
Customer response
10/18/2024
This complaint can be closed as the business has agreed to a resolution
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a clutch kit with release bearing I didnt receive the release bearing I waited 3 weeks for it and now Im left with parts that I cant even install until I get the release bearing!! I made contact with them and told them I didnt receive the release bearing and thats the last I have heard from them! They are thieves!
Business response
07/15/2024
Good Morning, we reviewed the situation. It appears the customer ordered the incorrect part and is in need of additional pieces to make it work for his vehicle. We have however provided the customer with a courtesy refund.

Customer response
07/16/2024

Complaint: 21959380

I am rejecting this response because:

Sincerely,

************************* I already sent you the photos that say release bearing included! He is clearly lying !!! He also asked me if I could look for one and he would reimburse me for it! I purchased one now Im out another 100$ and he wonders why Im upset with him! I want my 100$ for the part that I already paid for
Customer response
07/16/2024
He
Customer response
07/16/2024
I dont know if you have received all of my messages. So Im just trying to make sure . This is the release bearing i have purchased elsewhere that **** said that they would reimburse me for but havent. Im out another 100$ I already purchased this from partshawk
Business response
07/17/2024
The customer opened a case on ***** According to the notes from **** it was handled by them. As far as we can tell the customer has already been refunded. If the customer needs more information they must contact **** directly.
Thank you
Initial Complaint
04/30/2024
Complaint Type:
Delivery Issues
Status:
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.
On 4/24/24 I placed an order on e bay for a set of break pads and slotted&drilled rotors ORDER # *** ***** Orid:15760 I paid via Pay Pal $277 +tax which came to a total of ****** I received a set of rotors which were NOT slotted or drilled. since I have already installed them on my car I will be unable to return to Parts Hawk. I want to be compensated for the differenced of product received vs product ordered.I've sent 2 emails to the company but at this time have not received any response.
Business response
05/02/2024
Hello,
We are sorry for the confusion with the images in the **** listing. Per our agreement with ********************** we issued a partial refund for $35 ($37.84 including tax) yesterday, May 1st. We are pleased we are able to resolve this concern as agreed and ********************** has agreed to withdraw this complaint. Thank you, sorry again for the confusion, and have a great day.
Initial Complaint
12/12/2023
Complaint Type:
Product Issues
Status:
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.
I purchased a fuel pump from them on September 9. I found out that the fuel pump was not compatible for the vehicle and I sent them an email and got an RMA number for return. I returned the part and Its now been two months and Im still waiting on my refund. All of a sudden they don't answer emails anymore and they don't have a live rep to speak to. I returned the part like they said to do and I want my money issued back to my card ASAP.
Business response
12/18/2023
Hello,
The refund for this return has been processed as requested. I included an attachment with teh refund confirmation. Thank you and have a nice day.
Initial Complaint
11/30/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
*Date of transaction: 8 Nov 23 *Amount of money paid to the business: $1624.56 *What business committed to provide you: Amazon thirty part seller PartsHawk *What is the nature of dispute: Not the item described and paying for shipping cost (approximately $331.00) to send item back for refund.*Whether or not the business has tried to resolve the problem: Amazon issued an inquiry to PartsHawk and ParksHawk declined to pay for shipping.*Account/order/tracking number: #***-2778360-8665836 *If the issue involves advertising, when and where the ad was seen or heard: Amazon
Initial Complaint
11/01/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered a part they sent an empty box and charged me $123.99 for it . order # ****** date 09/25/23
Business response
11/07/2023
Hello,
I'm sorry to hear of the difficulty with this order. The customer waited a month after delivery to inform us of any difficulty with this order and our internal systems and **** confirm correct delivery weight for the product however given our commitment to customer service, even in unusual circumstances like this, we've applied a courtesy full refund.
Thank you
Initial Complaint
08/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Issue: Warranty Claim Item: ****-Arnley Engine Intake Manifold Actuator, Part No. 154-0173, for **** *** 530i Order #: ********* Price: $113.99 Purchase Date: 11/17/22 Installed Date: 11/27/23 Mileage: ******* Current mileage: ******* Problem: This part has separated at the seam. I have a photo and submitted it to Parts Hawk on July 13, 2023 with Warranty Claim. The Company has initially responded on Aug. 3 that they will not accept returns past 60 days. I have documentation from Parts Hawk that this item has a limited lifetime warranty. Even so, this part has failed in less than a year with just a little over ***** miles.Requested resolution: Parts Hawk to send me a Return Authorization (RMA #) with a prepaid shipping label and issue a refund of $113.99 to me once the returned item has been received.
Business response
08/08/2023
Hello and thank you for the opportunity to add explain the complete context and offer a solution. First it's important to clarify the difference between a return for refund and a replacement under the part manufacturer warranty. As a retailer we offer a 60 day return policy. During the first *********************************************************** no reason, for a full refund. That return policy is an assurance that we offer as a retailer. In addition tot eh 60 day return policy we offer, the part manufacturer's offer a limited warranty. The length and extent of coverage under the manufacturer's limited warranty can vary by manufacturer and the specific type of part. I've attached the manufacturer's limited warranty for this part to this response.
As the customer wrote he made this purchase and installed this part in November of 2022. When he asked for a refund in July of 2023 he was already well beyond the 60 day return period that we offer for return for a refund. However the customer may still have coverage under the manufacturer's limited warranty and we are happy to assist in facilitating an exchange under the terms of the manufacturer limited warranty. The complete terms and conditions of this limited warranty are on page 2 of the attachments but the most relevant portion is:
****/Arnleys sole obligation under the warranty is limited to replacement or credit for
the price of the non-conforming Product, at ****/Arnleys sole option. Cost of removal,
installation, towing, replacement rental, storage, and repairs are not covered, nor are the cost of
shipping and freight to return Products to ****/Arnley. Replacement Products are individually
warranted only under the same terms and for the remaining balance of the limited warranty
period applicable to the replaced Product.
We are more then happy to assist the customer with facilitating an exchange under the manufacturer's limited warranty and accordingly arrange an exchange for the customer. The customer however may not return the product for a refund at this time.
The warranty authorization number is: ******. Please ask the customer to include that number with the part being returned and send it to the below address. Once received we will process the exchange.
Partshawk Returns, *********************************************************************;
Thank you
Customer response
08/08/2023

Complaint: 20438310

I am rejecting this response because: My acceptable terms were reasonable given in the email that I sent to Parts Hawk, July 13 (see original documentation on this case). Since Parts Hawk will not honor the Lifetime Warranty that they indicated to me in the email they sent me Jan 5 (see original documentation on this case), a full purchase price on the defective part return is the only acceptable settlement. I explained the design flaws of the ****-Arnley part in my July 13 email. I also want to add that my inquiry to Parts Hawk for a warranty statement on my part that I purchased was made back on November 22, 2022 (see additional attachment includes with this response). Today in their answer to my complaint is the first time that Parts Hawk has provided the ****-Arnley Warranty statement to me. Since the quality of design of this particular ****-Arnley part is highly questionable, a part exchange is not acceptable under the terms of this 1 year Warranty. I will only accept a refund of $113.99.

Sincerely,

***************************
Business response
08/14/2023
Hello,
As a retailer we offer a 60 day return policy. During the first *********************************************************** no reason, for a full refund. In addition our 60 day return policy, the part manufacturer's offer a limited warranty with terms and conditions of the warranty set by the part manufacturer. I've attached the manufacturer's limited warranty for this part to this response.
As the customer wrote he made this purchase and installed this part 9 months ago in November of 2022. When he asked for a refund in July of 2023 he was already well beyond the 60 day return period that we offer for return for a refund. The customer may still have the coverage for an exchange under the manufacturer warranty. Rge manufacturer warranty offers the following coverage:

"****/Arnleys sole obligation under the warranty is limited to replacement or credit for
the price of the non-conforming Product, at ****/Arnleys sole option. Cost of removal,
installation, towing, replacement rental, storage, and repairs are not covered, nor are the cost of
shipping and freight to return Products to ****/Arnley. Replacement Products are individually
warranted only under the same terms and for the remaining balance of the limited warranty
period applicable to the replaced Product."

We are willing to offer the following accommodations for this customer. First, we will facilitate an exchange under the manufacturer's limited warranty directly so that the customer doesn't have to contact the manufacturer. Normally customers work directly with the manufacturer but if the customer prefers we'll save him the step of having to contact the manufacturer and we'll handle the exchange. Second, will will absorb the cost of shipping the customer the replacement part if he chooses to procced with exchange. Normally the customer is responsible for shipping costs for the replacement part but we will absorb the shipping cost to ship the replacement part to accommodate this customer.
The customer writes in his message that the only solution he will accept is to return this part for a full refund. The part has been installed and used for 9 months, return for a full refund is not possible so we're offering the accommodations I explained earlier as additional measures to help this customer. If the customer wishes to proceed with our facilitating an exchange for him he simply needs to return the existing part, the authorization number, return address and instructions are below.
The warranty authorization number is: ******. Please ask the customer to include that number with the part being returned and send it to the below address. Once received we will process the exchange.
Partshawk Returns, *********************************************************************;

Thank you
Customer response
08/14/2023

Complaint: 20438310

I am rejecting this response because: PartsHawk offers an exchange but only provides a 3 month warranty on the exchanged part. This is unacceptable for a product that has already proved to have quality issues with its ******************, PartsHawk indicated that this item had a Lifetime Warranty, not a one-year warranty as they now state. I have already provided documentation as proof of this. I will accept an exchange ONLY IF THE REPLACEMENT PART HAS A LIFETIME WARRANTY as was stated to me in January 2023. Had PartsHawk provided the ****-Arnley Warranty statement back in November 2022 when I requested warranty information, I would have returned the part at that time for a full refund. There are some questionable business practices on the part of PartsHawk
at play here that *** even be in violation of the Uniform Commercial Code and/or other statutes. If PartsHawk does not want to honor the Lifetime Warranty on this part or offers full refund, then I request BBB to initiate their mediation and arbitration policy.
Sincerely
***************************
Initial Complaint
04/10/2023
Complaint Type:
Service or Repair Issues
Status:
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.
In the first part of this year i purchased a MSD coil from Partshawk for a boat build im doing. The part was set aside for later until i was ready for it. When i was ready for the coil, i went to open the box and found it had clear packing tape on it, it had been opened prior, i opened the box and there was no hardware bag, no instructions and no packing material. The coil tower had vibrated around in the box and poked a hole in the box. I contacted Partshawk via email immediately. They have no customer service they have no people answering the phone. What you get is a visious loop telling you to email them any questions or complaints you will NEVER TALK to a person. I have exchanged numerious emails and pictures with them with no resolution. As soon as i requested my money back and a return label instead of a exchange, to mail there USED coil back all email correspondents stopped. I am left holding the bag on a used coil that i paid ****** for. Their emails prior where rude and basically stated they werent going to do anything. They tried to blame it on a warehouse hack and me.......... After 4 weeks now and there has been no resolution..... I have saved all emails between Partshawk and myself. They stated my demands for a new un used coil where to demandeing....... Really!!!! i paid for a new complete coil not a used bad coil. How is that demanding i even sent them pics of the packaging and what i found......... This outfit is a total and complete fraud with absolutley no customer service........ Stay away If you need the emails i will be happy to send them to you there are to many to attach here. The pictures are to many and to big to attach here, i sent 3 with packing proof etc the business has already been supplied the pics..... If you want the emails and pics i can email them to you.
Business response
04/18/2023
Hello,
There are several factual mis-statements in the customer's complaint and some important omissions as well but rather then debate the legitimacy of each statement I'll focus on providing a solution as that is what we do as a company and have already done in this instance as well. We offer an industry leading 60 day return period and accept returns for any reason within that time frame. Although ************************ says in his complaint that the product was delivered with a hole in the top of the box he did not contact us until more then 60 days after his order was delivered. We did ask the ************************ to provide images of the product as received, we use those images for filing shipping claims when possible as well as for internal process enhancement, and once the images were received we provided ************************ with a prepaid *** return label on April 10 (attached) and we await him to return the order. Thank you
Initial Complaint
03/29/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a Ignition module and coil from these guys the module was good but the coil was used clear packing tape over the factory tape, and when i opened it it had NO packing NO hardware and NO directions with no packing the coil just was abused inside the box in shipping. the tower tore a hole in the box as well. Parts Hawk has no customer service, they have a phone number with a loop that keeps telling you to email your problems or questions and they will get right back to you.......lol never happens so now im out 200 bucks with no recorse.......not a good feeling.
Business response
03/30/2023
Hi *******,
I am very sorry to hear that you are having difficulty with the coil. Both parts were drop shipped to you directly from MSD's distributor, so I am surprised to hear of this issue but of course we'll assist you. It's no problem to exchange, please email us at ******************************* and we'll assist you with the exchange. I did check for any prior emails from you but did not find any using your name to search and we need more information in order process the exchange but we'll be happy to assist you with an exchange once you email us. Thank you and sorry again for any trouble.

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