Advance Auto Parts

Review: I ordered a set of head gaskets for my son, who is Active Duty USAF. August 30th, 2014

They shipped (supposedly) they never arrived. I contacted Advance Auto Parts on 19 Sept,2014 to find out WHY they had not arrived.

Not to mention time I spent on line to them also. They told me 2 weeks tops, no delivery. I then called and spoke to [redacted], I asked why again!

He said the delivery had been CANCELLED! I did not do such a thing. They then said they had put the reship into the computer and I would receive an email before Monday 6 October 2014.

As of today 5 October NO EMAIL!! My son has been waiting to repair his car this long. I am not pleased with this and I need those gaskets! I demand they send them overnight to his P.O. Box, OR overnight them to me.

I feel that they should pay for the shipping to the box IF I send them. The inconvenience this has caused is unacceptable. Order number is [redacted] Please HELP my son needs the car!Desired Settlement: I want the gaskets in his P.O. Box ASAP so they can get them.

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. We are unable to send a package next day air to an APO address; therefore, we have requested that the vendor ship the package to our customer’s physical address. She should receive the package tomorrow. Once Ms. [redacted] has sent the package to her son we ask that she provide us with a receipt for her shipping costs so we may issue a credit. Please have Ms. [redacted] send a scanned copy of her receipt to [redacted], Attn: [redacted].

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. I have to say the gaskets have been delivered to my son in England. I need no further action. They must have been shipped with out notifying me. Thank You for all your help.

Regards,

Review: I purchased the product from Advance Auto Parts in which the company provides a warranty for 36 months that covers failure due to defects in materials or workmanship, as stated in their warranty policy. The product failed in less than twelve months due to "defects in materials or workmanship" as determined by multiple ASE certified mechanics in a documented report to my attorney. Advance Auto Parts Inc. denied the claim, even though this was a valid claim aginst the warranty.Desired Settlement: To be handled in court. Please inform consumers that Advance Auto Parts does not have ethical standards when it comes to warranting the products they sell.

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. We would like the chance to handle our customer’s

complaint through our normal procedures. If Mr. [redacted] would allow, we would

like to obtain more information regarding our customer’s opportunity. If he has

a claim number, store information, part information, etc. We would be more than

happy to look into his claim to see how we can 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 made by the business in reference to complaint ID [redacted], and I will be willing to see if Advance Auto will come to an ethical resolution that will be satisfactory to me. Following is the claim # [redacted] sn # [redacted] which was rejected by AA.

Regards,

Business

Response:

In

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

further.

We

have reviewed the claim information provided and the engine claim was sent to

our manufacture for further inspection to understand the reason of failure.

Upon further review ATK/Spartan Engines has determined the engine did not fail

due to manufacture defects. After contacting ATK we were provided with additional

information stating that the engine was not properly maintained which ultimately

caused it to fail. Due to the opportunity received, we would be like to offer

our customer a $100 gift card as a goodwill gesture, if he accepts.

Thank

you for allowing us to respond.

Consumer

Response:

I have reviewed the response offer made by Advance Auto Parts in reference to complaint ID [redacted], and have determined that we are closer to a resolution of my complaint.

The costs incurred due to the engine failing after 7000 miles exceed $800 just for the labor, not to mention time missed from work and rental vehicle costs. The engine was properly maintained by an ASE certified mechanic and this has been documented.

If Advance Auto Parts will consider doubling their $100 gift card offer to a $200 gift card, I will consider the matter closed and will remain a loyal customer of AAP.

Thank you.

Regards,

Business

Response:

In regards to the complaint that Mr. [redacted] has filed we would like to respond further. We feel that a $100 gift card is a fair offer due to the terms and conditions of our warranty policy; however, we would only be willing to provide $150 as a final offer to close this opportunity. Please let us know if our customer accepts and we will go ahead and send the card to the address on file.

Thank you for allowing us to respond.

Review: I called down to Advanced Auto Parts to ask them if they check car batteries, and the rep that I spoke with told me that they did. I explained that I was having issues with my car and the battery not holding a charge, and gave them my car information so I knew how much that I would have to pay to get the battery replaced if it needed to be. I explained to them on the phone that I can get my car 'jumped' but after I shut it off for too long, the battery loses its charge. So I went down there today to get it checked by their staff and get the money to pay for a new one. They checked my battery, and afterwards my battery died and they said that the battery needed to be replaced. After my car battery died they said, "your battery needs replaced, it only has 13 volt when it should have 500" but I left my wallet at home. Since they told me that I HAD to shut my vehicle off to get the test done, I alerted them that it possibly may not start back up. Sure enough, it would not start back up. They then said that they would use a charger that they have to charge the battery back up so I can start it. When they went to do that, they found that their charger was broken. I spoke with the manager, and he said to me, "well, your going to have to wait, because we are too busy right now to have one of our staff jump your car with cables". I waited OVER an hour outside waiting for someone to come and help me, and it never happened. I checked with the manager again, and he said that they were still too busy. Meanwhile, while they were busy, I watched two people leave their shift, either for the day or for lunch, while I watched three of their other staff, stand outside, RIGHT in front of my car, smoking cigarettes. Needless to say, after I waited an hour an a half I started walking around the lot, and luckily one of the people from [redacted] next door was able to help me.Desired Settlement: Whatever the management teams feels is adequate to make something they did wrong, right.

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 spoken to the District Leader over the store and he informed us that he has spoken to Mr. [redacted] regarding the opportunity and they are currently working towards a 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 made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Regards,

Review: This is in regards to the [redacted] store. I called the corporate office to complain and received no help.

Terrible Customer service. I was overcharged by over $50 by a clerk ([redacted]) on an order and when I went back to the store to dispute it, the clerk ([redacted]) said only the manager, [redacted] could help. I went back 3 days later when he was there (he's only there like 2-3 days a week). He refused to help me. He offered me a paper "voucher" in the form of his business card with a signature that was only good at his store and for less than 1/2 the value that I was overcharged. When I complained and asked if it would be accepted even if he wasn't there, he dismissed my concerns and I was forced to buy overpriced parts right away out of fear the "voucher" wouldn't be accepted later.

I even called customer service and they asked (in a rude tone of voice) me why I took so long to contact them and said they wouldn't do anything. Lesson learned, the staff at this store is ill trained and not completely honest. The company is crooked with terrible customer service even on their 1-800 number. ALWAYS check your receipts as they will cheat you if they can. I'm never going back and will stick to [redacted] and [redacted]. They are all way friendlier and honest.Desired Settlement: I would like for an explanation of why I was overcharged for my transaction and a refund of the initially promised discount.

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.

To

address Mr. [redacted]’s question, we see that he was given a $36.60 discount on the

ball joint tool set he bought on 1/1/2016.

We also see where he was given the proper refund for this set on

1/7/15. We believe the root cause of

this dispute to be related to the discount being applied to the tool set rather

than one of the other parts he also bought on 1/1/2016.

Due

to the opportunity received, we have issued a check for $50.00 that we will

mail to the name and address provided. Mr.

[redacted] can be expecting the check in 10-14 business days.

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 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 Starter from Advanced Auto on [redacted]. I installed it myself and the part worked fine for a week. One night when leaving work I attempted to start my car and the car would not fire. I had the car towed to my local auto mechanic and to my astonishment the mechanic informed me that the brand new start was bad. I had them put in the new starter and attempted to take the defective one back to the store. this was still within 90 days of my purchase. the General manager at that store hooked up the starter and said it was fine, I advised him that it was not fine because when we replaced the stater the car had no further issues, I had my original receipt and the receipt from the garage stating the starter was the malfunction. thew manager then stated that he would not accept the return. I asked him regardless of weather the part cleared in test, its still within 90 date and purchase and I'm still requesting a refund of my money. the manager then stated that since the part was technically "used" (a week of use?) that he would not accept the return because he could not resell it. the Manger was extremely rude and would not work with me at all, he pretty much slid the part across the counter and shrugged his shoulder.

ive been purchasing parts at advanced for a long time and ive never returned anything. this is an unfair practice and I feel like they are trying to get over on the consumer just washing their hand because they believe the part clears their test, when it was deems defective by an ASC certified master mechanic, which I had the recipt to show then, which they didn't care about.Desired Settlement: just want the refund of the part to honor their Lifetime replacement they advertise. 105.99 and the 22.00 core charge

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. We do require a starter to test bad in order

to do a warranty exchange; we also require a part to be in new and unused

condition in order to issue a refund. As a one-time courtesy, we will be

issuing a check for $135.67 to the name and address on file. Mr. [redacted] can be expecting it in 10-14

business days.

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 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.I would just like it to be known that the money was never my sole reason for the complaint. The main reason I felt the need to take action was, for what I consider to be a poor experience at this store. The employee and manager on site were crass, glib and curt which I found most reprehensible, especially since I've spent a lot of money at that store in the lat 2 years, I mainly felt unappreciated as a consumer.I do appreciate the fast turnaround time and the acknowledgement of taking my issue seriously. thank you.

Regards,

Review: I purchased a pair of rear brake pads from advance with lifetime replacement ,yesterday I took the pads back to have them replaced, the salesman told me that the pad were only to be replaced due to manufacture defect. that isn't what it says on the receiptDesired Settlement: I feel I should be reimbursed due to the fact I feel I was mislead, because I should have been informed of this before the pads were purchased.

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 per our limited warranty policy that is available at any store location and on our advanceautoparts.com website it states that we will replace any part that may fail due to a manufacturing defect. As you know brake pads when in use will become worn down and requires replacement after a period of time. If a pad breaks then we would certainly replace the product that is under warranty, but if normal wear and tear is the reason for needing replacement, this is not covered under our warranty. Due to the opportunity received, we are willing to provide a one-time good will gesture in the form of a Advance Auto Part Gift Card for $25, due to the inconvenience our customer has experienced. If accepted we will provide the Gift Card to the mailing address provided. 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.Regards,[redacted]

Review: I purchased a thermostat online and picked up in store. Item performed poorly. Took back to store Manager gave me a hard time because it came off line. Replaced total of 3 thermostats in 15 days still blowing cold air. I told Manager I want money returned and go to Dealership. She said she wasn't going to give my money back. State she wasn't backing down Loud in the store in front of customers. It cost a lot to keep replacing these unit and anti freeze. My family and I are riding in a cold truck. Will never use again and telling everybody.Desired Settlement: I want to return thermostat and refund my money. Haven't had 15 days. The manager she needs to be nicer. I'll never use them again. They need better parts and customer services.

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. Based on the information provided, we were able to find

Mr. [redacted]’s online order placed on 1/23/16.

We see the order was refunded for the full amount on 1/29/16 back to his

purchasing [redacted] account. We were

unable to find any other in store purchase of the same thermostat for Mr.

[redacted].

We also

have spoken to our district leader, [redacted], regarding our customer’s opportunity.

He will be using the experience as a coaching opportunity within his store.

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.

Regards,

That Thermostat only worked a little and was refunded. On that same day 1/29/2016 Transaction # [redacted]. I purchased Thermostat item [redacted] for $11.09, gasket water outlet [redacted] $6.99, and antifreeze [redacted] totaling $33.24. That thermostat didn't work at all.This one was defective went back for a refund they would only exchange on receipt # [redacted]. They store manager acted very mean and would give a refund. The manager said she wasn't going to back down. I think her last name is [redacted]. I went back again on 2/16/2016 she still wouldn't give me a refund. I told them to come and see how it feels inside of my truck.I asked them again on 2/15/2016 still no refund. I drive this truck about once a week.They asked did I buy one from somewhere else. I'm cold and so is my wife and grandchildren.I know something are wrong with the thermostats from this store. After letting water out and replacing these in the cold please refund my money and they'll never step inside of the store again. They should refund my $33.24 and thing keep getting worse. I originally changed thermostat because of the time frame but it was working. [redacted]

Business

Response:

In

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

further.

We have reviewed the information provided and would like to

apologize for the inconvenience this caused our customer. We are sending a $33.24 check to the address

provided. It can be expected in the mail

in 10-14 business days. Mr. [redacted]

can

make note of reference # [redacted] for that check in the event he needs to call

to inquire about it.

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: The issue is not resolved. You are inaccurate in your statement of the facts.

I placed order # [redacted] on 10-20-15, All of the parts were to be picked up in the store except for part # 19-1785. The item was supposed to be delivered within 3-4 business days. However, the item was not shipped until today, 10-26-15.

On 10-23-15, when I picked up the parts, they were not able to tell me anything on the status of the outstanding item. When I called and asked the representative, he was not able to tell me anything except that it would be here by Monday (today) at the latest.

I went into the parking lot and placed another online order for part # 19-1785 through another Advanced Auto Parts store down the street. (Reference Order # [redacted].) I returned this item on 10-25-15 to the store that I originally picked up the other parts from.

The tracking number [redacted], provided by your company shows the shipment of the part you referenced, as just being picked up today. With this information, I am not sure how you can see it was cancelled and returned to the manufacturer, when the UPS records show it is now transit to me, two days after I requested you to cancel the order.

This lack of record keeping, customer service and on time delivery is what lead me to purchase the second identical part.

Neither the online customer service nor the call center are taking this complaint seriously.Desired Settlement: Full refund of the part.

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 were able to find that both calipers from order [redacted] were refunded on 10/25/15, and the referred to caliper from order [redacted] was

refunded on 11/6/15.

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 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.

The form response does not satisfy the extra energy and mileage that I had to drive to a second store to purchase the needed parts.Additionally, there is a discrepancy on the refund. For the purchase on 10/25 and return on 10/27 I was refunded the full amount of $70.39.However, for the purchase on 10/23 and return on 10/27, I was refunded the amount with a difference of -$0.49

Regards,

Business

Response:

In

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

further.

As

a gesture of good will and as a one-time courtesy, we would like to refund the

remainder of online order [redacted] in the amount of $71.74. We will be processing this refund today,

11/12/15, and he can be expecting that amount back to his purchasing [redacted] card

in 1-5 business days.

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 own a 2007 Honda cr-v and about 2 years ago I purchased an [redacted] battery and it recently died and now I cant drive my suv so I contacted the advanced auto that I purchased it from and they cant track my receipt and they are the only ones that carry this battery. I have given them plenty of opportunity to resolve this issue in a timely manner now I am [redacted] of! I called the local store, the 1-800 #, and even got corporate involved too a second level manager which they will not help but I am out over $100 plus I cant use my suv which is completely wrong. I believe they should stand behind there products 100% or don't sell items with a warranty. I want compensation for my battery!!!!!Desired Settlement: I had 2 purchase a new battery not at advanced auto parts a reliable auto parts store so I can drive my vehicle....I will take a store credit or a credit on my credit card.

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.

Unfortunately, our corporate office also attempted to research a proof of purchase for our customer’s battery and was unable to locate a proof of purchase under the customer’s name or phone number. We searched multiple stores in his area, based on the zip code provided. Please have our customer provide the general location where the battery was purchased, so that we may attempt to research further. If possible, please clarify if the purchase could have been made under any other name or phone number.

Please have our customer provide a copy of the new replacement battery receipt. Once we have received the requested information, we will be happy to respond with a resolution.

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 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,

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.

My wife's info [redacted] or [redacted]she has the receipt and will send it to you as we discussed on the phone

Review: I purchased a battery from Advance Auto Parts on February 18th because my car would not start but the next day I went to start my car my car would not start so then I thought it was not the battery so I called my mechanic to find out if there was another problem and he said he had to repair the wire to the engine so I called advance on the 19th of February and asked them to keep my old battery so that I can return the battery to them, when I returned the battery I was told that they did not keep my old battery and anyway they could not refund my money as they do not take batteries back, which was not stated on the receipt. If it was on the receipt saying that they do not take batteries back then I would have never tried to take it back, I called the corporate office and the lady that I spoke to said that she was told that the salesperson had tested my battery before he put the new one in but I did not see him test anything. I would like to give them back their battery and get my money back because it was not the battery I needed. I am on a fixed income and I don't want to pay for something that I do not need.Desired Settlement: to take their battery back and refund my $126.00.

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 from our customer’s opportunity sent and also spoken to the store General Manager, [redacted]. From what we gather from Ms. [redacted], she contacted our office on 2/25/15 and explained that she went to her local store and told them she needed a battery. After the vehicle would not start the next morning, she realized the battery was not the issue and called the store to ask if they could hold her old battery. When Ms. [redacted] went to the store she was informed the battery was already sent back and she could not be refunded.

In speaking with the General Manager, [redacted], he stated that when Ms. [redacted] came into the store she informed them she needed a battery. [redacted] states that team member, [redacted], tested her battery and it showed the battery was bad. At that point, Ms. [redacted] was sold a new battery. [redacted] states that Ms. [redacted] did call the store and ask them to hold her old battery, however, she was informed her old battery had already been sent back to the warehouse the previous day. According to our testing, Ms. [redacted] had a bad battery regardless of the wiring issue.

According to our return policy, posted online and in our stores, we are unable to refund a part once installed, because it is no longer in new condition. Due to the opportunity received, we would like to send a $20 gift card to the address on file, as a goodwill gesture. We ask that our customer please allow 7-10 business days for processing. This gift card can be used in any of our store locations.

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 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 do not want to accept the gift card, because [redacted] the customer clerk did not test the battery, he saw a date on the battery that said 2008 and he automatically said that the battery was dead and another reason why I am not accepting the gift certificate is because I called and told them to keep my old battery as the battery that they had installed did not start the car so I called them and told them not to recycle my battery. I did not want the gift certificate as I do not think I will be shopping at Advance any more.Thanks,[redacted]

Review: I purchased a ac compressor from advance auto. Purchased additional parts needed to validate ac compressor warranty. After 2 weeks the compressor was junk. I contacted advance and they replaced ac compressor but would not pay for the 210.00 worth of parts and labor which had to be purchased to validate ac compressor warranty. I was offerred 40.00 is all. Im supposed to take a 170.00 loss on a part they sold me which was supposedly new but was junk! This is the second part I have bought from them in months that have both been junk!

Product_Or_Service: Ac compressor plus additional parts neededDesired Settlement: DesiredSettlementID: Refund

I want the full 210.00 refunded to me that I paid for the ac compressor install and parts and labor. I sent advance the receipt showing the 210.00 I spent for this.

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. It appears that Mr. [redacted] has spoken to our team. Our labor policy was explained and we have offered him a check for $110.00 to cover half of his claim, as a goodwill gesture. This check was sent for processing, to the address on file, on 9/3/2014 and the opportunity was closed at that time.

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: This company was incredibly dishonest, deceitful, and unprofessional in it's business transaction with me and they should NEVER be allowed to treat customers the way they treated me.I went into the store on Tuesday to purchase a part and it wasn't in stock. The store employee, [redacted], said she could order the part for me. I told her I had to have the part by noon on Thursday. I explained that if I couldn't have it by that time, I would not purchase it there and would have to go to a different location to try and find one in stock. [redacted] informed me that she could have it there on Thursday. I told her I would have to pick it up by noon that day and she said "OK". After entering everything in the computer she asked "So you want to pay for the rush shipping right?" I confirmed for the THIRD time, "Only if I can pick it up by noon on Thursday." Again, she said "OK" and I paid for the shipping. Thursday at noon I called to confirm the part had arrived and it hadn't. The employee told me that it would definitely arrive by 1:30pm. At 1:45pm I walked into the store to get the part and it had not arrived. The employee agreed to refund the entire purchase, including shipping, but I did not have the credit card with me so he said to come back with the card and he would refund it. Today, however, the incredibly rude and unprofessional manager [redacted] refused to refund the shipping because the part arrived later that day. She said the store "could not control when [redacted] shows up". However, the employee who sold us the part did assure us that we could pick it up at a certain time. The store was wrong in providing false information and I, the customer should not lose money for their mistake and dishonesty. The employee NEVER disclosed that the part possibly would not arrive in time. Had she done so, I never would have ordered the part.

Product_Or_Service: Shipping costs

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

The store owes me the refund for the part as well as shipping due to their dishonesty and failure to disclose that the part may not arrive on time even though I explained the situation to the employee and she agreed that the part would arrive. The store owes me $14.00 for the shipping.

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. I have spoken to the District Leader over this store and he has informed me that the General Manager will be personally reaching out to Mr. [redacted] with the intention of offering a refund for the expedited shipping cost. If we can help further please let us know.

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. This is resolved.

Regards,

Review: Brake fluid ate my store receipt. I purchased 25 feet of brake line and a 2 foot premade brake line with fittings. I purchased this at the Ashtabula Ohio Store on 5/25/2014. The salesperson was worthless and had no knowledge of what he was doing. I told him that I needed 16 feet of line. He told me he only had 6 foot pieces. He also sold me the wrong fitting parts. I tried to install it on my F150 and it was not going on. I called up to the store and he told me that he sold me the correct part and it should go on. He sold me a metric fitting for a 2000 F150. I knew he was wrong so I called Advance Auto Parts Stores in different cities. I was told it was the wrong fitting and that my truck required standard size. I then had to go back to my local store and get the correct part. The same male salesperson then tried to charge me for the correct line when I was returning the wrong one he sold me. He told me the first time I went to this store that he checked and he was sure it was correct. He had no knowledge of what he was doing or selling. I ended up wasting hours of my evening. I had to call around to stores after receiving this male salespersons bad advice.Desired Settlement: store credit or refund of my brake purshased

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 spoken to the General Manager, [redacted] over the store and he informed us that our customer came into the store and an exchange was competed for the part in question. If we can help further please let us know.

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.

The store employee sold me the wrong part. He also lied and said he put my part on another part and it fit. I did not ask him to do that. I only asked if he was sure the line and fitting he was selling me were the correct size. I could not get the part to fit on my truck. I then called the store and talked to the same employee who sold me the wrong part. He told me that he sold me the right part and to force it on. I could have damage my vehicle if I would have listened to what this clown had to say. This was my rear brake line. I had to call 3 other Advance Auto Parts stores and your number I found on the web. I then learned that the metric part should have been standard. I took my broken brake line in the store with me and showed the store employee what I needed. I do not think my first complaint to the Revdex.com was understood. This seems to be a ongoing problem with communication and Advance Auto. I am also doubting that [redacted] the manager received the whole ordeal I was put through because of the incompetence of your store employee. The store employee also gave me a problem in the store with getting my correct part and the female employee had to intervene. The store employee was a male that had [redacted].

Regards,

Review: I went to the Advance Auto parts store with a battery to a motorcycle that needed replaced. I stated I needed this battery for my motorcycle. I was told the store had a battery that would replace the battery and was sold another battery with a year warranty. The warranty was of course extra and was talked into buying it. I took the battery home and placed it onto my bike. I rarely ride the bike and it is kept in a storage garage. I went to start the bike a few times this winter and the bike would not start. I had a mechanic look at the bike and was told the battery was not the correct battery for the bike. The neg battery terminal had melted. I took the battery back and was told I could not return the battery. I called and spoke to a person claiming to be a general district manager. He stated he was standing next to the manager of the [redacted] store and he would make sure I was given my money back. I returned to the store and was told I could not be given a refund since the battery was almost out of warranty. The year warranty was almost over. He said that I could buy any battery in the store for my bike and they would all work without damaging the bike. The motorcycle was towed to [redacted] and the mechanic told me that the battery could have in fact damaged my electrical system. I had to pay for another battery. The battery that was intended for the bike. He said that not any battery will work on my motorcycle!! I want my $$ back and these employees need trained better. Not all batteries are the same! [redacted] was the manager I worked with at the [redacted] store. He is the one who said all batteries are the same. A 12 volt battery will work in any motorcycle or car.Desired Settlement: I paid cash for the battery. I want cash back! I was given bad advice and the wrong part/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 would like to apologize for the inconvenience our customer received. I have spoken to the District Leader over the store and he informed me that he will be offering a refund for the part in question. If we can help further please let us know.

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 have been contacted by the same manager I had problems with returning the item. He works the same hours I work and he states he has to be there to give me the refund. I have offered several dates and can not work out a time we both are available. I cant understand why he has to be there to get my refund. Is it possible to just mail a check?

Regards,

Business

Response:

In regards to the complaint filed by Mr. [redacted] we would like to respond further. A check in the amount of $89.00 is being sent to the address on file. Please allow 7-10 business days for processing and shipping. If we can help further please let us know.

Thank you for allowing us to respond.

Consumer

Response:

Thank you. I appreciate your attention in this matter. I will continue to do business with you in the future.

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 order the car battery for my 2006 Lexus IS250 online on dec 12, in couple hours I went to the store in Lafayette IN to pick it up and have them install. They said they can't do it but they can give me tools to do it myself, so I ask what was the problem and they said they do install battery on some car not all, they went back and check and it say that it might take up 30 to 40 mins I said that fine i;ll wait, after few mins they said they can't do it. so I left and went to another advance auto store near by and they help me got battery install in less then 15 min.

here some info on store : store# [redacted]

order #[redacted] order date :12/12/13

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 sent this information to our Management Team over the stores within Mr. [redacted]’s area for further review. Although we do install automotive batteries, it is limited to most vehicle’s, and most locations, but we are glad one of our store's was able to get the battery purchased installed within a timely manner.

As a good will gesture due to the inconvenience this caused our customer, we would like to send Mr. [redacted] an Advance Auto Parts $20 Gift Card, that will be mailed to the address provided within this opportunity.

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.

Regards,

Review: On Saturday June 13, I noticed my wife’s car was slow at starting. On Sunday June 14 at the point I was starting it to leave church. The car would not initially start but after a repeat try, it started. On Monday June 15, it would not start for work in the morning. I jumped it, cleaned the corrosion off of the terminals and sent my wife on her 20 mile one way trip to work. I drove the 20 miles to her work at lunch time, jumped her car and exchanged her car for mine.

I had a few errands to make so I left the car running steady for a couple of hours while I called [redacted] at the [redacted] Advance Auto Parts location in [redacted] and told him the problem and that I had purchased the battery in 12/2013 and it had a 2 year replacement guarantee. I have always tried to give him my business ever since we had been trustees together, at a local church. As he instructed, I went to his location so he could “test” the battery. His test concluded the battery was ok. He added that even though I had cleaned the terminals corrosion on the outside of the terminals would reduce the amperage to the point it would not start.

The next morning, Tuesday June 16, the car was again dead and the battery was slightly warm. I sent my wife again with my vehicle and replaced the car’s battery with my smaller Kubota tractor battery, it started and has worked flawlessly ever since. That morning I again called [redacted], he suggested that my car was drawing too much amperage while it is turned off but to bring the car/battery in for additional testing.

At 8 am I opted to take the dead battery to another Advanced Auto Parts location that was closer to the part of town I was in that day. The battery needed to be charged before testing. The counter person suggested my car may be over charging or not charging at all. I called at 4:30 pm and it had charged to about 85%.

I called a friend at an [redacted] location & ask about corrosion. He said that corrosion unless it gets between the terminal and post would have little effect on starting a car adding that they have had had batteries test fine after charging but under certain condition drain out.

I called a service manager (friend) at the manufacture’s dealership. He said, on occasion they get a battery that will charge and pass initial testing but is bad after several repeat tests under different conditions. HE EVEN OFFERED A COMPLEMENTARY NEW BATTERY, after hearing my story and knowing my character.

My wife works for the car’s manufacturer and I opted to consult a guy who is one of a handful of highly trained and skilled professionals who work to fix all automotive problems at the end of the assembly line. I drove 30 minutes to his house & we reviewed the car and concluded all of the amperage & voltage supplied by the car was correct and within the manufacturer specs.

Last night, I called your CS and spoke to [redacted], explaining my story. She added to our conversation that I’m not the only person who has had a battery test’s “good” but is found to be bad. She called [redacted] at the store and quickly returned to tell me [redacted] would exchange my battery. I added that if the car doesn’t start tomorrow morning with the Kubota battery, I will instead opt to call [redacted] and apologize.

The car did start just as it should this morning. I went to one Advance Auto and picked up my battery and took it to [redacted]’s location on [redacted] He quickly asserted to the associate “I’ll handle this one”. Said very little. Took my receipt – then returned it saying I can’t do anything with this receipt and told me to just take it (without a receipt). I told him I was disappointed and would not buy anything from him anymore. Adding that I didn’t know why I had to go through all of this. He responded, there is nothing wrong with your battery. I left the store without any paperwork to show my exchange. He made me feel like a thief.

This is not the kind of service that promotes loyalty. I believe, an apology is in order, I should be provided a receipt for warranty purposes & I feel that all the time & expense I had verifying my position is something I shouldn’t have to bear alone.Desired Settlement: Bear the expense that I had from proving that my car electrical system was not defective.

An apology letter -

A receipt for my exchange ( the store manager did not even enter my exchange in the system)

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 regarding his battery. We have reached out to the District Manager, [redacted], and he will be contacting Mr. [redacted] on 6/24/15 to discuss the situation further and provide an apology and resolution. The District Manager will also provide our customer with a receipt for the replacement battery.

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: My complaint has to do with customer service, product issues and return and exchange. May 4, 2013, I purchase a Tool Works 125 PC Mechanics Tool Set. I was told this was a very good set. May 08, 2013 I received the on-line package. When I opened the box I was very dissatisfied with the quality of the tools. And I found it to be too weak especially the ratchet and extension tools. The tools were not used at all. And all of the tools are not strong enough for my simple car repairs. May 9, 2013, around 2:45 pm I took the tool set back to the Advance Auto Parts Store, 3191 Queens Chapel Road, Mt. Rainer, Maryland. for a return/exchange. The store manager, Ms. [redacted] said it is on the receipt that Advance Auto Parts does not take returns on tools. I told Ms. [redacted] that the receipt does not say that -- it says that if I am not satisfied with the purchase that I could return it to the nearest Advance Auto. Upon looking at the receipt, (Ms. [redacted]) this store would not let me exchange/return the Tool Works Tool Set.I found that Ms. [redacted] very rude to customers and very rude to her employees.Desired Settlement: I am requesting a full refund TW220 $39.99 - [redacted]

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 apologize for the inconvenience our customer experienced with this product. After looking into this online order we have found and confirmed that we provided a refund to Ms. [redacted] as of 5/11/13 as desired for the amount 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:

While Mr. [redacted] think it is right to deny a refund at the Queens Chapel Road Store in Mt. Rainer is wrong. Yes I got my refunds but I had to travel to a different store. Advance Auto Parts Manager are rude and dishonest in the treatment of customers and employees. My complaint was more about my receipt stating that if I was dissatisfied with my purchase that I could take it to any AutoAdvance Parts store for a full refund. That did not happen at the first store I took my purchase to. I believe Mr. [redacted] is avoiding the real issue(s) here. And for in the future I will not visit that store ever...because the service is horrible and AAP did not honor or respect my purchase. Ms. [redacted] was able to help her Jamaican people or where ever she is from out with better service. It is wrong and it is unAmerican. Regards, [redacted]

Business

Response:

Ms. [redacted], Thank you for allowing us to respond to this rejection from Ms. [redacted]. First we would like to apologize for not providing a full response initially in regards to the experience at store 9004 (3191 Queens Chapel Road) that was very unhelpful with the product return. Our customer’s that purchase products online, still within warranty may take their product to the nearest Advance Auto Parts for a return as long as they have their receipt, which was not executed at this store. We are very pleased to know another store local was able to help Ms. [redacted], although she should not have had to go through this process for the return. Our Corporate office has required that our District Leader over that area contact Ms. [redacted], ASAP in regards to this experience to understand the situation further so we may help educate this store/Team Member for ecommerce purchases and provide coaching steps to ensure excellent customer service going forward. Lastly, due to the inconvenience and experience received we would like to provide the customer with a $25 Gift Card that may be used at any of our local stores. This will be mailed to the address provided for Ms. [redacted]. Thank you again for allowing us to respond,

Consumer

Response:

Thank you for handling my complaint with Advance Auto Parts Store #9004 at 3191 Queens Chapel Road, Mt. Rainer, Maryland. I am displeased with the fact that a Store Manager does not know what the on-line store return policy are and simple shopping courtesy. 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]

I have been shopping at Advance Auto for years I will go out of my way to go to Advane Auto over every other auto shop. Until this past Monday Dec 22. I called Advance Auto on [redacted] to order a part I called and explained I was having issuese with their online store. [redacted] the store manager would not help me. This is the first time I have had issues with their extremely horrible customer service. I asked if he would give me the online price he said no I explined to him that employees at that location would help me honor the online price. He started getting rude and called me a liar. He continued on telling me that no one at his store has ever given anyone the online price at his store. I understand people have bad days so I went ahead aandordered the part. I called a friend of mine to go and pick up the part. [redacted] the store manager would not allow my friend to pick up the part nor would [redacted] allow me to pay for the part over the phone. This is what [redacted] the manager is telling my friend to tell me. I proceeded to tell my friend give the phone to [redacted] refused to take the phone. I called the store and told "[redacted]" that young man standing in front of you has always picked up parts for me at your location and I have always paid over the phone if I cannot get the site to work. [redacted] said that is not true we do not take credit card payments over the phone. I to work in retail I have never ever treated a customer the way he treated me. I will no longer ever shop at Advance auto. It might not be a big deal for you since you are million+ dollar company.You should!

Review: I purchase spark plugs at Advance auto parts in a separate area and I was going to have my father in law help me put them in in maryville. We took an old plug out of my vehicle and noticed that we did not need to change them. We decided to take the plugs back to the Advance Auto Parts on [redacted] store number [redacted]. I had the parts brand new in the box with the proof of purchase. I requested cash back as I had used my debit card to purchase them and I know that it can take 7-14 days to receive the funds back to my card. The man, [redacted], refused belligerently and said he would get the manager. ** the manager comes out and says he has to put it on the card. I being a former advance employee told him I know what policy is and because I used a debit card and I showed him that the transaction had been posted on my bank acct and because of the delay on the return of funds to my acct I would like cash back. He got defensive and said he would not. I asked for their DL's number and they refused to give it to me. I called advance corporate and asked to resolve it and he declined. I told him I would like to file a complaint and he asked for no information. I was through with arguing so I went back in to have the money put back on my card and now will have to wait 7-14 days for the cash to clear the financial institution. When I went back in to do so the employees were joking about me being a disgruntled employee and feel the professionalism here in none. I and my father in law will never shop at that specific advance auto again. I would like to have this resolved as soon as possible.Desired Settlement: I would like an apology not only from the store manager but from [redacted] who used to be the store manager who became belligerent initially and an apology from the employees who were making fun of me also. This is not advance policy I know. And unless they have changed it in a month, I don't think it has changed. I would like something for my trouble and embarrassment in public. I do not want a monetary resolution to this.

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 our records show Mr. [redacted] used a VISA credit card as payment. When a part is purchased using a credit card, the amount, if the return is processed within 90 days, must be given back to the same method of payment used. If a PIN number is entered, making it a debit card transaction, we are able to give cash back; however, we do not show that a PIN was entered.

We will forward this to our leadership team over the store as a coaching opportunity. As a goodwill gesture we would like to offer the customer a $15 gift card which will be sent to the address on file, if our customer 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.

Review: Today I went in the Advance Auto in Millsboro, De to trade my breaks in which was under a lifetime warranty and [redacted]. was veru ride and disrespectful. He was usong foul language and was unhelpful.Desired Settlement: I have already gotten everything I needed thanks to the Advance auto staff in Georgetown, Delaware. They were very helpful and wonderful.

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 our customer received. We are engaging the leadership team over

the store to use this as a coaching opportunity and we appreciate our customer

letting us know.

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:

Mr.[redacted] who was on Register 3 in your Millsboro, Delaware store that day was very rude to me, I truely accept your apology but I believe some one needs to sit down and talk with Mr.[redacted].