Advance Auto Parts

Review: I am trying to enter information into a website that will allow me to complete and submit a form for a rebate for a product recently purchased. The product is a [redacted] radiator. The website is here:

https:// Using Firefox or Safari, the webpage will not move to the next page where purchase information can be entered. Once on the second page, I receive the following error: "Order number format is incorrect." I contacted Advance Auto twice through email and was told to go back to the page and try again. I called Advance Auto and was placed on hold by an automated system for >20 minutes before hanging up. My order details: purchased online for store pickup, store #: [redacted], register 03, order #[redacted]. I have tried in vain to enter this required information and to contact Advance Auto, but I have given up.Desired Settlement: I would like for Advance Auto to 1) enter the provided information for me on their end and 2) fix the website so that others don't run into the same trouble.

Business

Response:

Ms.

[redacted],

Thank

you for providing us with the opportunity to address the complaint that

Mr. [redacted] has filed. It is important for us to hear from our customers and

we will strive to meet your expectations.

We

have reviewed the information provided and would like to apologize for the

inconvenience our customer received while trying to submit their rebate. Receiving

the error provided by Mr. [redacted] is not a normal occurrence for our site and is

being looked into further. The radiator has been verified with the rebate

offered and we would like to issue a gift card in the amount of $10 which will be

mailed to the address provided.

Our promise is to provide

superior customer service and offer high quality products when you need them.

We sincerely apologize for the inconvenience this may have caused and if we can

further assist you please let us know.

Consumer

Response:

In addition to the rebate amount I would like the company to add an example of the correct order number format onto their rebate website. Otherwise, no one will be able to figure out the correct format. Specifically,

one must enter more than the order number as it appears in the email

sent from the store after an online purchase. One must include all of

the digits provided on the receipt received in store when picking up the

order PLUS one must switch the initial "I" at the start of the number

on the receipt to a "1." This is entirely misleading and nearly

impossible for a customer to figure out. How many folks simply give up

before "finding" the correct format? The company should provide an

example of the correct order number format on the rebate website.I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Business

Response:

Ms.

[redacted],

In

regards to the opportunity Mr. [redacted] has filed, we would like to give further

direction on how to apply for the rebate. Our customer will need to visit www.a[redacted]once on this page select the rebate that applies to the purchased item by

clicking “rebate details”. At the top right of the page you can select “Register

for a Rebate”, then the link that states, “Hint: where can I locate this

information?” This will give our customer a screenshot of their order form and

shows exactly what needs to be entered. I have attached a screenshot to this

email as well. I hope this helps.

Thank you for allowing us to respond.

Business

Response:

Sending the $10 rebate check to the customer.

Consumer

Response:

The rebate web form asks for an 'order number," none of which is labeled on the attached .pdf file. This is either an oversight or a purposeful way to avoid having to provide a rebate, as customers are easily lost and confused and likely give up filing a rebate form.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Advanced Auto Parts

Bought a part online 2/10 order # [redacted] for $84.68. They charged me three times for a single order. Their error lead to me wasting over 1 hr (both online and over

the phone) attempting to pay for a bill. My CC limit was exceeded by 4 dollars due to the triple charge and my card was declined numerous times . I then had to call my bank to figure out the issue and I spent 22 more minutes on the phone. This is infuriating and it's 100 percent their fault.Desired Settlement: I expect compensation for this debacle. Perhaps a gift card..

Business

Response:

Ms.

[redacted],

Thank

you for providing us with the opportunity to address the complaint that Ms.

[redacted] has filed. It is important for us to hear from our customers and we

will strive to meet your expectations.

We

have reviewed the information provided and would like to apologize for the

inconvenience this caused our customer. It appears that the CVN number was

entered incorrectly at checkout twice. The third time the CVN was entered the

transaction went through, but this still caused three authorizations to occur.

These authorizations have been dropped; however, due to the opportunity

received we would like to offer a $25 gift card, as a goodwill gesture, which

will be mailed to the address on file, if Ms. [redacted] accepts. This gift card

can be used in any Advance Auto Parts store location.

Our

promise is to provide superior customer service and offer high quality products

when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My battery is under warranty and they refuse to honorDesired Settlement: Since I had to purchase a new battery coming and they refused to honor it

Business

Response:

Thank you for allowing us to respond to this opportunity. Is it possible that our customer can provide purchase reciepts, and also the store location they went to by providing the city and state? Also if our customer remember's the store team member that was at the store, that would be helpful too. Once this information is provided we will look into this opportunity further.

Thanks,

Review: I went into Advance Auto, an [redacted]. asked me about the type of vehicle I had and when I told her, her exact words were, "I don't ever want to see another BMW." I should have immediately exited the store, because I could see that there was a problem. And she went on to explain that she just recently had a bad experience. So, she located the wiper blades and sold me a pair. I asked her if she wanted to help the next person in line, because that person seemed to be in a hurry. She told me that she ([redacted].) was the fastest around and it would not take but a second to replace my blades. First thing I noticed was she threw the new blades on the hood of my car, disregarding my paint job, then she hurriedly swapped out the blades and through her negligence and unprofessional-ism, she allowed the metal of the blade holder to slam against my windshield. Had she not been in a hurry, and carefully replaced the blades like a considerate person, this would not have happened. As a result, I had to wait, call the police to try and make a report, I called several numbers and got the run around, as well as take of my day in order to get the windshield replaced.

Order_Number: [redacted]Desired Settlement: Other (requires explanation)

Though Advance Auto paid for the repair of my windshield, I would like for that cashier to be reprimanded and properly trained in handling a customers' personal property with care. I have an 08 BMW 128i convertible. That car is very expensive to maintain, and I try to keep it up as best as possible. I also feel that I should be compensated for my inconvenience. I would like my money back ($32.35) for the blades that I purchased, as well as s

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. Our General Manager, [redacted], has spoken to Mr. [redacted] regarding the opportunity. Mr. [redacted] explained that we replaced the windshield, but he was not happy because it was not an original BMW windshield. Mr. [redacted] stated he would also like his money back for the windshield wipers and [redacted] provided our customer with a refund. After the call, [redacted] stated our customer was happy with the resolution.

Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am NOT happy with a generic windshield on my car due to the negligence of an employee. I am NOT happy with $32.00, and me having to sit at the Advance Auto shop for an hour and a half, calling the police, waiting for a scheduled appointment to get the windshield replaced, rearranging my schedule in order to get it fixed. NO, I am NOT happy with this resolution, nor will I be. This was an EXTREME inconvenience!!! And I feel as though I should be granted some relief from my inconvenience. To top it all off, now I have this thin/cheap windshield on my car because of stupidity! I HATE IT!!!

Regards,

Review: I brought an ac compressor online at advance auto parts dot com almost a year back and I was told it came with a one year warranty and never was informed of any extra parts or having to sign any paper work that day I brought the ac compressor. My ac compressor stopped working 06/26/2015 I went in to ask about it being exchanged and was told if I take it off and bring it back I could, so toe days later 06/28/2015 I finally pay someone to take it off to put a new one back on so I went to exchange the part and I got up to the counter and older guy named [redacted] told me I had to have related parts with the compressor in order to exchange it when I was not informed any of that information or had to sign any papers my order was processed for me to take it home it cost me almost 400$ to buy a new ac compressor with Freon from [redacted] today when that issue should have been explained a year ago .Desired Settlement: Either give me store credit or refund me my money I had to pay to have to get a new ac compressor then pay to get it put on because they failed to explain all procedures before purchasing.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

We would like to apologize for the inconvenience our customer has experienced. After further researching Mr. [redacted]’ order, placed on March 1, 2014, we show that the AC Compressor purchased has a “1 year replacement with related parts purchase.” Unfortunately, since it has passed the warranty timeframe and the related parts were not purchased, we are unable to provide our customer with a refund.

Our receipts clearly state that related parts need to be purchased. If the parts are not purchased it can result in making the compressor not operate properly as contaminates will be circulated within the AC system. This will cause the part to fail if the above is not done at the time of installation. We do not require the related parts to be purchased from us; however, the customer does have to have a proof of purchase for the related parts in order for the warranty to be valid. To read more on our warranty policy, Mr. [redacted] can visit [redacted].

Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Review: I ordered two oxygen sensors for my car. They were delivered by UPS. When the UPS man came to my house he had two packages. I refused the order so he took the packages back to his truck. I received a refund for only one oxygen sensor even though I have proof that both oxygen sensors were returned to the shipper. I have the tracking numbers to prove this. When I contact advanced auto parts, they think I accepted one oxygen sensor. Then, they say the mistake and said I would be credited today July 1st 2013. When I received my refund for the first oxygen sensor they sent me an email telling me I would receive a refund. I have never received an email teliing me I would receive a refund for the second oxygen sensor.Desired Settlement: For my pain and suffering and because this business has horrible customer service I would like $149.99. But the price of the oxygen sensor was $90.12 so I would just take the refund. Even though it's been 6 days since the item was returned to the shipper.

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the inconvenience this has caused our customer. If Mr. [redacted] could provide the tracking #’s for both of the packages that were attempted to be delivered to his address. We will work with our ecommerce team once received to look into this further and to provide the refund the customer has requested. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Tracking numbers, [redacted] Regards,[redacted]

Review: I purchased a salvaged Engine Assembly from advance Auto Parts on 6/6/13. Had it shipped to the store was told by the store representative that it would be transported to [redacted] Automotive repair where my vehicle was being repaired without a problem. Engine arrived and was transported over to[redacted] Automotive repairs as I was told. Once it arrived I received a phone call that the engine had a few problems and did I want to proceed on with placing it in the vehicle. I told the repair man yes being that he had already started replacing parts on the engine. I then contacted Advance Auto Parts to make them aware of the problem and asked them for warranty information because I never received any paper work and either have [redacted] Automotive when the engine arrived. The representative from Advance went over to [redacted] Automotive to find out what the problem was. He called me and said he was gonna call their salvage center where the engine came from to speak with them about the engine and for me to call him back. Well I called him back only to be given limited information that they weren't gonna cover the additional charges I received from [redacted] due to problems with their engine. I asked the sale representative at Advance for the paperwork that came with the engine as well as the # to the salvage center. I was denied of both he then offered me 150.00 in which I accepted. I asked him what did that cover on the warranty and he said the 150.00 was for customer appreciation. My question is why wasn't I offered the 150.00 for customer appreciation during the time of my 1,300.00 purchase? I wasn't even offered the rewards card found out about the rewards card a week later. After receiving the 150.00 he went over to the computer and gave me a copy of something that suppose to outline the warranty. I feel as though if you purchase something of value that has a 1 yr. warranty the customer should have a right to the warranty as well some sort of paperwork pertaining to the product. All I have on that engine is the receipt. Product_Or_Service: ENGINE ASSEMBLY Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund I would like a copy of the original 1 yr. warranty that I purchased with this engine. A detailed description of what parts are covered. I would also like a refund for additional charges that accrued to repair their engine. It also would be nice to be offered their rewards card and receive credit for my purchase.

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and have engaged our Field Team for assistance. We have tried multiple times to reach Ms. [redacted] but had to leave a voicemail and awaiting a return call. Please have Ms. [redacted] return our call to our General Manager, [redacted] so they can discuss this situation further. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[I have also attempted to contact Advance Auto Part area manager [redacted] to address this matter the last attempt was made on 7/10/13 I was told to call back 7/11/13 between the hours of 1pm-3pm details of why you are not satisfied with this resolution.]Regards,[redacted]

Business

Response:

FYI below from Chris at our store location.I just spoke with Ms [redacted]....I explained to her that we do not have a rewards card to apply her purchase to. She was stating that her friends are telling her that we offer a card that you scan at the time of purchase. I explained to her that was as at [redacted] not here....She did acknowledge that she received the warranty and that I explained it too her. She said that she didn't like that the warranty paperwork didn't have the mileage indicated on it from the salvaged motor. I told her that I could call our salvaged department and see if I could get anything with that on it which I will do in the next few minutes She stated that she was upset that she had to pay 450.00 more into the labor of having this engine installed. I tried to explain to her that the parts that had the issues weren't part of the engine warranty. The parts she had issues with were the intake and the exhaust manifold. I spoke to [redacted] with [redacted] who installed this motor and he even told me how well this engine was running and that she was happy with it. Shes' pretty demanding on wanting the full 450.00 that she paid being covered. I told her I would do some looking into the paperwork and Id be in contact with her tomorrow. She was happy with that and I will be contacting the salvage department to see if there is any additional paperwork I can get for Ms [redacted]. I have already done a customer satisfaction paid out for 150.00 to Ms [redacted]Advance Auto Parts, Store 5363General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: On December 10, 2015 at 8:06 AM I went to advance auto parts and purchased the royal purple synthetic oil special that included the K&N oil filter for my 2014 Chevy Impala LTZ V6 Flex fuel. When I purchased the oil filter I stated to the salesman that the oil filter appeared smaller than the one currently on my car. The salesman assured me that this was the correct oil filter I was purchasing. I changed the oil on the car a day later. About five hours after changing the oil and filter my low oil light came on in my vehicle and I immediately looked at the oil filter which appeared to have oil reside. I check the bottom plug to verify that it was indeed the oil filter. I parked the car and returned to the Advance Auto Parts store at [redacted] and I explained that my car has drained four quarts of oil as a result of a K&N oil filter that did not fit my car. I purchased four more quarts of a different oil because they no longer had the 5W-30 Royal Purple that I initially purchased. The representative at the store told me to return the next day in the morning to resolve the issue with the manager. I returned the next day at 9am, 10:30am and I left my contact information and I was told the manager would return my call as soon as he arrived into the store. I never received a phone call. I still have the K&N oil filter in my truck and I would like to return it.Desired Settlement: I would like a refund for the Royal Purple oil that was lost. I wasted $45.57. In addition, when I returned I had to purchase a different oil because they were out of Royal Purple. I would like Advance Auto Parts to notify K & N that this oil filter listed for the 2014 Impala LTZ V6 does not fit on our car. I have no idea what possible damages may have been inflicted on my car as a direct result of the oil leaking out. I would also appreciate it if the manager of the store could be provided with the proper protocol of responding to complaints. A phone call from the manager stating that [redacted] was aware of the situation and seeking a resolution to the problem would have gone a long way. I've never experience this type of service. It's not my desire to take my money to the competitor's, but with management like this I would be forced to seek other business.

Business

Response:

Thank

you for providing us with the opportunity to address the complaint that Mr.

[redacted] has filed. It is important for us to hear from our customers and we will

strive to meet your expectations.

We

have reviewed the information provided and would like to apologize for the

inconvenience our customer received while in regards to having the wrong oil

filter. We have verified the purchase, and in researching the filter fitment,

we do believe we sold the correct K&N filter for a 2014 Impala LTZ flex

fuel. We would like to advise that a 2013

and 2015 Impala both call for different oil filters than a 2014.

As

a gesture of good will, we will be mailing Mr. [redacted] a $45.57 check to the

address provided. We will also be

addressing customer service opportunities with our field leadership team over

this store.

Our promise is to provide superior customer service and offer high

quality products when you need them. We sincerely apologize for the

inconvenience this may have caused and if we can further assist you please let

us know.

Consumer

Response:

I accept and appreciate your activeness towards the response. It is only my desire to remain a customer of your business and I alerted you're company to the problem as soon as I noticed it to ensure this problem does not occur in the future with other customers. I hope the issue can be resolved in the future and that this case does not happen to another customer.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My name is [redacted]. I would like to file a complaint against Advance Auto Part in [redacted] I purchased a car battery in Dec. 2014. The battery would not start my car. I took the battery in for a replacement. They charged the battery. I explained to them, that on a cold morning like today (1-11-2016) that battery will not start my car. And that is exactly what happen this morning. The store refuse to replace the battery. Advance is insisting that have my car checked. I will have it checked again, when they replace this battery.Desired Settlement: I am seeking a refund, because I had to buy a new battery. I cannot afford to take a chance on a charged battery, when it is going to be 29 degrees here tomorrow morning.

Business

Response:

Thank

you for providing us with the opportunity to address the complaint that Mr. [redacted]

has filed. It is important for us to hear from our customers and we will strive

to meet your expectations.

We

have reviewed the information provided and would like to apologize for the

inconvenience our customer received. We have forwarded Mr. [redacted]’s opportunity

to the leadership team over the store. They will reach out to provide a

resolution and will let us know once they has spoken to Mr. [redacted].

Thank

you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I Purchase a Rack & Pinion on 8/16/2012 and pick it up on 8/17/2012 The mechanic installed it, it was Defective. I pay $170.00 for the installation I return the part and got it exchange it.I payed a second $170.00 for the replacement part to be Install I told the Manager that the mechanic work from his house and not a shop He informed to write statement and to include the cost. I did so then he call me at home told me he want a shop bill, I told him that if produce a shop bill that be fraud so I decided to File this complaint .I will like to be reimbursed the second installation. Thank YouDesired Settlement: Refund for second Installation.

Business

Response:

The customer was asked to provide a receipt of services provided, he said it was not done at a shop, as a store manager I told him to bring whatever type of receipt he could bring, he seemed. he said he had a friend help him do it, the price that he says he paid his friend to help him do it is the same price as a shop would charge, nevertheless he was told to bring in what ever kind of receipt he could provide and we never heard from him again

Review: I recently took a battery jump starter back to my local Advance Auto Part store in Mansfield, Oh. The assistant store manager took unessary rude tone and demeanor with me when returning a product within 30 days. He then also told me I'm not allowed in the store again, which is where I buy all my auto parts and is closest with me. He then stated he would try and write up the store employee [redacted] who sold me the product. Then refused to give me his last name. Then threatened to lock me in the store and call the cops. This comming from the assistant store manager [redacted] is very upsetting. This is not the way Advance Auto Parts treats their customers. Please do your best to see that Mr. [redacted] is dealt with in a professional manor. Since he can't provided this courtesy to his customers. He tried to refuse my return, and threatened to call the cops on a paying customer.Desired Settlement: I feel that [redacted] should not have acted the way he did, nor have gotten rude and almost cussing over a return. Honestly no need forhim to "kick me out of his store" after claiming he would lock me in until the cops came. I would ttruly like to see him demoted to a parts delivery guy.

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and have engaged our District Leader, Mr. [redacted] which is over this store location to reach out to Mr. [redacted] so we can understand this opportunity further. We have left several messages for Mr. [redacted] and have not received a return call at this time with the number we have been provided. We did confirm that the part itself has been returned at our store level. Our District Leader will continue to reach out to our customer until they are able to speak about this further. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Review: I contacted some one at corporate headquarters about horrible service and I bought over 1200.00 dollars worth of parts 11 of the 12 parts were wrong went back several times still got the wrong parts had to go to a different competitor to get the parts lost money due to my customer waiting extra days when I promised the SUV would be ready by such and such a day. Well corporate called me and said they would get right on it. I believe the guys name was [redacted] who I talked to at corporate. All I wanted was a refund for two oxygen sensors that are no good to me because they gave me all parts for a totally different truck. I was patient at first but this is crazy the manager of the store at [redacted] did call me and said come in such and such a time and be glad to take care of you. I was never given a receipt and none of my parts were put in the computer because most had limited lifetime warranty but not one part was put in their. I been to the store several times to talk to the manager no luck he says no receipt nothing I can do when you can clearly see the sensors are new still in the box with Advance's yellow stickers still on them. The managers name was [redacted] and he was very rude and down right nasty. I explained to him everything about corporate told me to bring them and the manager would give me my money back. He goes will corporate has nothing to do with this I run this store for two years and I never heard such you need to take that else where man. I never ever been so disrespected by somebody. I own three businesses my self and will never do business with Advance again. Why would corporate tell me to due such even the manager called me and told me bring them in and he would take care of them no problems but on the phone the person I spoke to in person sounded nothing like this [redacted] so called manager. He would be fired if he worked for me with that nasty attitude before talking to me he was on the phone talking on his cell making person calls saying I love you and miss you who does that in front of customers.Desired Settlement: I would like to have my money back in cash I doubt I will ever do business with Advance Auto Parts again. I paid in cash would like a full refund in cash

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

I have reviewed the information provided and contacted the Division Leader, [redacted] has spoken to Mr. [redacted] and arranged for him to come in for a refund. Please let me know if I can assist further.

Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Review: On September 17, 2015, I placed two orders for in store pickup - order numbers [redacted] and [redacted] - at the location at [redacted]. I have placed countless orders for in store pickup in the past and, while sometimes the items aren't ready when I get there, the process generally works. This time, however, when I arrived at the store there were two employees - a woman who said she was the manager and another woman who was a cashier. I advised that I was picking up an online order and was told I needed to give them my driver's license, order confirmation, and credit card. I handed the representative my driver's license, but advised that I having picked up multiple orders in the past didn't have either the printed confirmation or the particular credit card I used with me and have never needed either in the past. I offered to read the employee the order confirmation number from an e-mail in my cell phone but she advised that was insufficient. She demanded to see my phone because, as she explained, she needed to see the email confirmation with her own eyes to prove that my name was really on it. Moreover, she demanded an answer as to how she would really know I used my credit card and not someone else's if I didn't have the credit card with me. After insulting me a few more times, she refused to give me the two orders I had paid for and I left.Desired Settlement: I want to be refunded for these orders that the store did not allow me to pick up, and would like an explanation as to whether this is how Advance Auto Parts trains its employees. If this was acceptable behavior, please let me know so that I can make sure that me, my family, and anyone who will listen to my story will shop elsewhere. If it is unacceptable, then please let me know what is going to be done to make sure these two employees are no longer in a position where they can insult, mistreat, and turn away your paying customers.

Business

Response:

Thank you for providing us with the opportunity to address

the complaint that Mr. [redacted] has filed. It is important for us to hear from

our customers and we will strive to meet your expectations.

We have reviewed the information provided and would like to

apologize for the inconvenience caused to our customer. For the protection of our customers, only the

person who places an online order can pick it up, and we require the following

documentation for verification: the credit card used for the purchase, a valid

state-issued photo ID, and a digital or print copy of the order

confirmation. This information is

available on our website at [redacted]. Again, this is for our customers’

protection. We have also confirmed that both

authorization holds placed on Mr. [redacted]’ account have been reversed, and he

was not charged for either of the orders he did not pick up.

Our

promise is to provide superior customer service and offer high quality products

when you need them. We sincerely apologize for the inconvenience this may have

caused and if we can further assist you please let us know.

Consumer

Response:

I am not sure what this has to do with the fact that the cashier demanded to take possession of my iPhone so that she could inspect the order confirmation. Advance Auto Parts should advise whether this is their policy so that if it is I know to take my business elsewhere, and if it is not, what it intends to do about it.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: I, [redacted], walked in Advance Auto Parts located on [redacted] at approximately 7:45. I searched for an item and proceeded to register to inquire if company carried. An associate named [redacted] was behind counter assisting another customer. I politely excused myself and asked if they sold the TV deck kit in which he informed me no and the best place to find was [redacted]. I was excited and stated "duh, why didn't I think of that first". I proceeded out of door with my 12 yr old son behind me. When my son got to car he looked at me and said " Mom, that guy said you need to stay off drugs". I went back into store really disappointed that he would make a comment of that nature in front of my son without even knowing me personally. I asked him with thee most utmost respect "did you presume I was high and not just hyper?". He said with pride, " yes you need to stay off drugs". I was in complete disbelief that this self acclaimed manager would make such a personal assumption towards a valued customer whom he does not know from Eve. I would have felt better if he would have even lied and denied his statement but he completely owned it. Out of anger I had to him that this is not his company and I'm sure he shouldn't be allowed to say anything towards customers that can offend them. He continued to display an "I don't care" attitude and go back and forth with me about, that's what he said and its nothing I could do about it. He should not be allowed to treat customers in the manner he did. It was complete disrespect, presumption of character, and down right distasteful. I plan to never visit that any Advance Auto Parts again.Desired Settlement: He should not be able to work in customer service ever again. This was totally uncalled for. To say such a statement in front of one's child out of presuming is a trait that is no good for retail sales.

Business

Response:

Thank

you for providing us with the opportunity to address the complaint that Ms. [redacted]

has filed. It is important for us to hear from our customers and we will strive

to meet your expectations.

We have reviewed the information provided and would like to

apologize for the inconvenience caused to our customer. We will be addressing this opportunity with

our field leadership team. Due to HR

reasons, we are unable to comment any team member disciplinary actions.

Our promise is to provide superior customer service and offer high

quality products when you need them. We sincerely apologize for the

inconvenience this may have caused and if we can further assist you please let

us know.

Review: I purchased Wearever brake rotors in May 2015 for a 2009 Nissan Versa and paid 85.00 to a mechanic to have them installed. The rotors warped within one year and on April 4,2016 I again bought two rotors from advance for $117.00 and had them installed again to be charged $85.oo for labor. The old rotors were returned and the money I paid for the new ones was reimbursed to a credit card. I still was out my $85.00 for the labor I contacted the 1-877-advance number only to be told there was nothing they can do. Why is it that when their parts are at fault it is my responsibility to pay the labor not once, which I totally understand but twice. They should reimburse you for their bad part and the price you paid the mechanic to have them installed. Please help me.Desired Settlement: $85.00 for unjustified and undo labor cost incurred by faulty parts.

Business

Response:

Thank

you for providing us with the opportunity to address the complaint that Ms.

[redacted] has filed. It is important for us to hear from our customers and we will

strive to meet your expectations.

We

have reviewed the information provided and would like to apologize for the

inconvenience this caused our customer. Unfortunately, our warranty is limited

to part replacement if the product fails. Due to the opportunity received, we

would like Ms. [redacted] to fax her labor invoice and proof of purchase to [redacted].

Once the invoice is received, we will be happy to respond with a

resolution.

Ms.

[redacted] can also put reference # [redacted] on the fax cover sheet so we can more

quickly assist.

Our

promise is to provide superior customer service and offer high quality products

when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not satisfied with this response as it does not resolve the issue. I am sending the invoice of the labor to you at this time as per request and ask that you look my receipts up for the parts and warranty information under [redacted] phone number [redacted]. I purchased it all with my credit card and would appreciate you just reimbursing the labor as it was not necessary for me to pay if the product would have been good and a warranty part was not needed. reference # [redacted]

Regards,

Business

Response:

In

regards to the complaint that Ms. [redacted] has filed we would like to respond

further. We have spoken to [redacted] who called on behalf of Mr. [redacted]. Due to the

opportunity received, we will issue a $40.50 check to Ms. [redacted] which she will

receive in 7-10 business days. Please let us know if we can help further.

Our

promise is to provide superior customer service and offer high quality products

when you need them. Thank you for allowing us to respond.

Review: I originally purchased a set of spark plug wires two years ago. Last year those wires malfunctioned, and I had to exchange them. The wires go on a 96 Impala, with an Lt1 engine. It is very time consuming, and aggravating, to have to replace the wires. The wires malfunctioned again last month. I was not at all happy with having to replace wires on this car for the third time in two years, so I went to another merchant (autozone) and purchased the wires from them. After I removed the advance auto wires, I took the wires and the purchase receipt to advance for a refund. The manager, [redacted], was rude to me, and suggested that my issue was not the spark plug wires. She believed that the coil was causing the wires to become defective. I explained to her that I replaced the coil, along with the other ignition components when I replaced the wires the second time (and all those parts were purchased from advance). She indicated to me that the only thing she could do was provide me with another set of wires, which was a ridiculous offer after I had already explained to her that I already had a brand new set of wires on the car. The wires came with a lifetime warranty. Per the terms of the warranty, store credit, at a minimum should have been offered. It never was. I was given a number to call and voice my complaint. I called the number, and was told that I would receive a call back within 24hrs. I made that call a couple of days ago, and I am still waiting for that call.Desired Settlement: I would like a refund. I have been shopping at advance auto parts religiously for the last 13 years. If I need a part, I don't call around, I go to advance to purchase it. I felt disrespected and marginalized by [redacted]. At this point, this is a matter of principle. I may not receive the mere $49 refund I am requesting. However, I won't step foot into another advance store, and I'll never recommend it to anyone else in the future.

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the delay in responding. After reviewing the information provided by our customer, we are willing to provide a good will gesture we would like to refund Mr. [redacted] for the amount of $49.00 which has been requested due to the experience and inconvenience received at the local store location. Our promise is to provide superior customer service and offer high quality products when you need them. Again, we sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: Father in law purchased a gift card for Christmas, for myself. I decided to use my gift card and went into my favorite Advance Auto Parts Store, and was told that the gift card was not activated. Being in retail, I understand sometimes these things happen. My father in law for the past 4 years has gotten me a $50 gift card for Christmas. Never a problem. The manager told me she remembered my father in law and said she would check into it. I said ok. I was informed today that she contacted the company, contacted her area manager, and there is nothing they can do about it. I have the receipt! All I want is to be able to use the gift card. If not, my father in law and myself are out of the $50. There has to be something that can be done about this. I would understand if I did not have a receipt, but I do!Desired Settlement: I would either like the $50 for the gift card back, or to have another $50 gift card activated so I can use it.

Business

Response:

Ms.

[redacted],

Thank

you for providing us with the opportunity to address the complaint that

Mr. [redacted] has filed. It is important for us to hear from our customers and

we will strive to meet your expectations.

We

have reviewed the information provided and our system shows the gift card is

active. We contacted the store and they stated that their register would not

allow them to use this card which may be a system error. [redacted], the assistant

manager at the store on E Market, stated she would take care of our customer when

he came in by applying a cash paid out to Mr. [redacted]s purchase. We contacted the

phone number provided and relayed this information to [redacted]. If our

customer has any opportunities in the future with their local store we ask that

they please contact ###-###-#### and our customer service representatives would

be happy to assist with a resolution.

Thank

you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a car wash which had a $5 rebate. The cashier told me I can submit it online or mail in the receipt. So I went to the Advanced auto parts rebate site and submitted my claim. I provided all the info it asked for such as the store number, transaction number and register number. I then get an email stating that my rebate is invalid. I called customer service and the lady told me I needed to provide a transaction number. I told her I already did. Then she tells me that I'm missing an event ID which was something that was not even mentioned on the online rebate form. I said that if I was missing any info. the online form would not have allowed me to submit it successfully. I feel that the person I spoke to was just looking for any reason to deny my rebate claim.

Business

Response:

Ms. [redacted],

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

We have reviewed the information provided and would like to apologize for the delay in response. I have reached out to our third party company that handles rebates and it seems there was a delay in verifying the item purchased with the information given. Due to the opportunity received we would like to offer a $10 gift card, as a goodwill gesture, which will be mailed to the address on file, if Mr. [redacted] accepts.

Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: The advanced auto parts website has the following rebate listed: Get a $15 Rebate on each set of Wearever Platinum Brake Pads & 2 Brake Rotors. Limit 2. Purchase by: Apr 30, 2014 Redeem by: May 28, 2014.

There were no other restrictions listed on the website; I did click on the "More Detail" button next to the offer and it took me to the site to claim the rebate, which did not list any other terms to get the rebate.

On March 27, 2014, I went ahead and purchased 2 Wearever rotors and a set of Wearever Platinum break pads through the website and picked up the following day. I filed the rebate on March 29th, 2014. After being pleased with that purchased, I then repeated the purchase on April 3rd, 2014 and filed the rebate on April 6th.

Then on April 18, 2014 I received an email stating that the rebate was declined stating "Your transaction does not qualify for any current events". I attempted to email them back to get a better explanation sharing exactly the information I provided above, but received no further explanation. I also reached out to them via social media and received no additional help; the responses were very dismissive to me and would not offer an explanation.

I am lead to believe they have falsely offered a rebate they had no intention to follow through on. If there was a simple filing mistake or a mistake on my part, it would seem that they would immediately offer up an explanation. By not providing any more details, I am thinking they are hiding something, which is ridiculous over 30 dollars.Desired Settlement: Receive my two rebates each valued at $15, so a total of $30.

Business

Response:

Ms. [redacted],

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

We have reviewed the information provided and would like to apologize for the delay in response. I have reached out to our third party company that handles rebates and it seems there has been only one claim filed for $15. This claim is currently being processed.

We were able to verify the second order Mr. [redacted] placed and since a second claim has not been filed we would like to offer a $15 gift card, as a goodwill gesture, which will be mailed to the address on file, if Mr. [redacted] accepts.

Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Item at issue is a car cover, after normal use, cloth material used in manufacture of cover streaches to the point as to make the cover un-useable, even in a slight wind. Sales slip states cover has a lifetime warranty!

Store personal refused to honor sales slip, when issue was brought to the attention of store supervisor, Ms. [redacted], she promised to look into my complaint and get back to me. That was a week ago.Desired Settlement: Just give my money back, or exchange the item.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

We have reviewed the information provided and spoken to the General Manager, [redacted], regarding the opportunity. [redacted] has resolved the opportunity with Mr. [redacted] by offering him a new car cover and stated that he is happy with the outcome. Please let us know if we can help with anything further.

Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,