Initial Business Response / [redacted] (1000, 10, 2015/10/14) */ We require proof of purchase for a warranty exchange along with the original purchased itemI was not able to bring up MS [redacted] 's information under the phone number provided (XXX) XXX-XXXXAlso the invoice number the customer provided (XXXX-XXXXXX) is linked to a [redacted] Who was the battery originally sold to, and what was that number? Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) He could not pull the invoice from XXX-XXX-XXXX because that was not the phone number at the time of original purchaseI gave him the telephone number of original purchase date and he pulled the invoiceAnd [redacted] is my boyfriend who had to purchase my battery for me since my warranty was honoredThe original purchase was for myself, [redacted] and the number was XXX-XXX-XXXX Final Business Response / [redacted] (4000, 14, 2015/10/22) */ We have escalated this matter to our district manager who will be contacting Ms [redacted] Final Consumer Response / [redacted] (2000, 16, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Trent took the time to call and speak with meHe actually listened to what I had to say and acted accordingly
Initial Business Response /* (1000, 5, 2015/05/28) */
We have tried to contact the customer to discuss this matter but have not been able to reach the customerIf the customer would like to give us a call at X-XXX-XXX-XXXX we would be glad to discuss this further
Initial Consumer Rebuttal /*
(3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Business has made no attempt to resolve the issue at this time
Final Business Response /* (4000, 9, 2015/06/04) */
The parts in question on this claim were not originally sold to this customer by O'Reilly Auto PartsWe have recommended the customer reach out to the shop where he purchased the parts from
Final Consumer Response /* (4200, 11, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the parts were purchased and installed via *** *** I was given direct instruction ad guidance by the manager as to delivery and and direction of having engine inspection donethis was an extra effort and expense on my part on top of the loss of my vehicleIn the fact that O"Riely directly worked with me in person and admitting inappropriate products, partial responsibility and follow through is expectedNone of which I have receivedI truly hope they do not take the low road of irresponsibility as *** *** has
We have responded back to this case on September 12, After reviewing this case, the customer is stating that he had made a purchase of the first ac compressor on 7/18/which would only have a year warranty at the time of purchaseThe warranty would be over on the unit purchased on
7/18/At this point we are considering this case closed
We truly apologize as we overlooked the rejection response and only saw the Satisfactory response and did not realize that we were responding to the rejection response. We did fail to mention to the customer when we issued the reward out to him via email on 3/1/that he would need to spend the same amount of the reward before taxes if not greaterOn 3/3/the customer replied back to us via email that the reward did not work for his purchase as his amount before taxes did not meet the required amount for him to use the rewardOn 3/3/we responded back and apologized for not informing the customer about having to spend the same amount of the reward before taxes if not greater and verified with the customer that the reward was still activeAt this point, the customer has used the reward we issued out to him on 3/14/on invoice ***-***We are considering this case closed
Last week I filed a complaint with the Revdex.com against O'Reilly's Auto Parts for not issuing ALL of the coupons they failed to send to me over the last yearsFinally, after about two weeks, a man named *** *** contacted me from O'Reilly'sHe then told me he was going to issue my coupons AFTER the Revdex.com had contacted him*** was very, very persistent that I drop the claim with the Revdex.com and he would issue the couponsHe told me the coupons would be emailed, they never showed upFinally, *** emailed me a coupon code (please see ***'s email below from O'Reilly's) I woke up early in the morning on 3/3/and went to O'Reilly's to use the coupon code that the Revdex.com helped me get, thanks to the Revdex.com, O'Reilly's Auto Parts finally respondedWhen I went to O'Reilly's Auto Parts this morning to use the coupon code given to me by O'Reilly's, after I had spent about an hour and a half in the store picking out detailed parts, I then wait in line for minutes as the staff members were lolligaging around the store, dis-organized, and phones ringing off the hookI stood there, patiently, waiting for my turn to check outI get to the counter after waiting in line for a half hourThe store clerk tries to ring me up, then tells me that the coupon code *** gave me from Corporate O'Reilly's could not be processedAt this point, I am literally, and utterly flabergasted at O'Reillys customer service, and most importantly, the Corporate O'Reilly's person *** *** gave me was not validHe told me I could use that coupon code (please see ***'s below email) at any O'Reilly's at any timeI have been going round, after round, after round, after call, after call, after email, after email, with the Revdex.com, with Corporate O'Reilly's, with zero resultsI have spent nearly hours trying to obtain the coupons that O'Reillys has owed me for four years, I have driven to O'Reillys at least times to correct this issue, I have filed a complaint with the Revdex.com to get O'Reillys to issue the coupon owedWhen they finally do, the coupon code does not work at the O'Reillys Auto parts storeI will not let this standIf O'Reillys does not respond within hours, I will be at the Maricopa County Superior Court House Monday morning at am, and I will be filing my opening documents to be delivered to O'Reillys Legal Department, a copy for the Judge, a copy for the clerk, and a copy for meI will be issuing subpeanoas on everyone involved at O'Reillys, taking their depositions, the will be requesting a Jury TrialAt this point, it is not just the couponsIt is all the time, effort, frustration involved, which I will go into much more detail in the law suit against O'Reillys for their lack of response, and giving me coupon codes just to try and have me drop my complaint against them at the Revdex.comThat is not going to happenIf O'Reilly's does not issue a MORE THAN SATISFACTORY response to this complaint, I am going the whole yards them in courtI am tired of them lying to me, and not issuing the coupons I earned by being a loyal customerMy Lawyers name is *** ***I am going to have him take over from here, as I have no more time for this nonsenseO'Reilly's has withheld my rewards coupons for four years, then they issue them after going through a tremendous amount of termoil, to find out, their coupon code issued does not even workThey are intentionally trying to make this even harder for meAfter my Lawyers fees, and hedonic damages, it is going to cost O'Reillys so much more time, money, and effort on this, when all they had to do was issue the coupons owed in the first placeThey make it so much harder than it has to beI will not let this stand, I will not let this stand until O'Reilly's makes this right now, or in courtOne way or the other, they need to honor the coupons owed to me, which is a considerable amount of moneyThank you for allowing us to be of service to youIf you previously made contact with us about this matter, there is a summary below of your request and our responseIf there is an issue that was not resolved to your satisfaction, you may reopen it within the next daysSubject O'Rewards Response By Email (***) (03/01/02:PM) ***, Thank you for giving us a chance to make this matter rightDown below in this email is your $reward that they issued out to you on 2/27/You may present this coupon code to an employee at O'Reilly and they can type it into the register manually to get you that discount on your next purchaseThe rewards do have a day expiration date from the date issued, but we are more than glad to always reissue any expired reward back out with a new day expiration date., just reach out to usIf we may be of any further assistance, please do not hesitate to contact usYour comments and suggestions are always welcomeThank you for shopping at O'Reilly Auto Parts! $coupon code: *** Thanks, O'Reilly Auto Customer Satisfaction Dept*** *** :) *** Question Reference # ***-*** Date Created: 03/01/02:PM Date Last Updated: 03/01/03:PM Assigned Account: *** Question Type: No Value Store # (optional): *** Invoice # (optional): No Value
Initial Business Response /* (1000, 8, 2017/05/30) */
After reviewing this case, the customer received a refund for the original hose that he purchased on 4/4/from O'Reilly Auto Parts and they reimbursed the customer $for labor cost
Initial Consumer Rebuttal /* (3000, 10, 2017/06/07)
*/
see attached pdf
Initial Business Response /* (1000, 5, 2015/06/18) */
We appreciate the customer contacting O'Reilly Auto Parts regarding the starter he has purchasedUnfortunately we are unable to honor the customer's request for a refund on the starter as it has been installed and cannot be sold as new to
another customerHowever we offer starter testing in our stores to assist customers prior to purchasing a new partWe apologize we cannot proceed further with the customer's requestWe consider this issue resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the most disappointing aspect of my experience with O'ReillyThey say "we offer starter testing in our stores to assist customers prior to purchasing a new part"I went in to their store and had them test my starter before ordering a new one...it didn't pass the test, so I had them order a new one! Only after installation did I discover that starter wasn't the issue
Of course you can't sell it as "new", but have you ever heard of an open box item discount? If you offered customers 10-15% off to purchase an item like this, they would take you up on itThen you would have two satisfied customers instead of one customer who you took *** from and provided ** value in return
Final Business Response /* (4000, 9, 2015/06/25) */
O'Reilly Auto Parts position remains unchanged,we are unable to honor the customer's request for a refund on the starter as it has been installed and cannot be sold as new to another customer
Final Consumer Response /* (4200, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I understand that returned product it cannot be sold as newHowever, most businesses that serve the public have a policy that they will accept a return within a reasonable timeSometimes a restocking fee of 15% is collected when the item has to be sold as an open item
Since they are unwilling to do anything different, what is my next step?
Initial Business Response /* (1000, 5, 2015/12/09) */
We apologize for any inconvenience or problem that this matter has causedIn order for us to honor a warranty we need to find an original proof of purchaseI have looked up the customer's name phone number store history for the struts they are
trying to get a refund on; and was unable to locate any history with our companyDoes the customer use a different phone number when they shop with us that I can look up?
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they put the warranty info in there computer like they should They would find it I have numerous receipts with no info found in there computer because I took them to store and they tried to find the info under our name and there was no record and then I showed them the receipt !I produced the receipt which they say cash sale with none of my info on them ! I can produce them if you want to see them !
Final Business Response /* (4000, 9, 2015/12/11) */
I've searched the stores entire sales history for the parts that the customer is trying to return and did not find any invoices that are without a nameAre there any other numbers the customer could have used?
Final Consumer Response /* (4200, 11, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
where do I send copies of invoices without our names on them for warranty items I can prove they don't put names on there warranty products like they say they do !
Initial Business Response /* (1000, 5, 2015/07/28) */
MS*** has been given a refund in the amount of *** on 7/25/2015; at our Hwy E, Batesville, IN locationWe consider this matter close
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
Please cancel my report, they
have finally addressed the issue I had,
Thank you,
*** ***
Complaint: ***
I am rejecting this response because: After all that has happened, and all that they have put me through, their response is condescending, and most certainly not appropriate for what has happened here. Please proceed with filing a formal complaint on their record, as they truly do not care about customer service, at all. They take the road less travel, and only do the bare minimum to try and get by, where a good company will go above, and beyond the call of duty when the time comes when they have an opportunity to make it right with the customer. This response is not satisfactory in any way, shape or form for what happened to me last Saturday at O'Reilly's Auto Parts. This company wasted my entire day on Saturday, and I can't get that time back, and I have far, far more important things to do than to pick out a bunch of parts, get to the register, to find out my coupon code does not even work, the one that O'Reilly's claims to have given to me, did not work at the O'Reillys Auto parts store. They have failed to mention extremely important details, and left the customer behind in the dust and pressed forward with other matters. If O'Reilly's does not make it right, all I can do is post what happened here on every platform I can find and make the public aware of how this company treats their customers. I suppose consider the matter closed, but I do want my formal complaint posted on the Revdex.com website permanently at all costs, so people know what kind of company they are dealing with when they shop there
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/16) */
We apologize for any confusion concerning the customer's core chargeWe certainly understand the customers reasoning and in most states, he would be correctUnfortunately the state of Ohio calculates sales tax based off of total item value
including any core value regardless of whether the core is turned in as an exchange or notWe have provided a link below from the Ohio Department of Taxation's web page explaining their policyWe believe the information in the link will sufficiently address the customer's questionsWe have also reviewed this with the store manager who will be reviewing this with the managers who were on staff last weekend so they will be better able to explain this in the futureWe do appreciate the customer's business and will be sending the customer a courtesy *** gift card as a token or our appreciationhttp://www.tax.ohio.gov/sales_and_use/information_releases/stXXXXXX....⇄ />
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I can understand and acept the tax charge on the core
I live in ohio for many years and everytime that I had return an item that I had purchase, they (seller) also does return the tax that I was charge for just that item in the case I had purchase multiple items, they dont keep tax charged for the item returned
The *** is superfluous, honest bussiness principles is everything
Initial Business Response /* (1000, 11, 2015/08/06) */
We have reached a mutual agreement with the customer in the interest of Customer goodwill we are mailing a gift card to *** ***We consider this matter concluded
Initial Consumer Rebuttal /* (2000, 13, 2015/08/10) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
I received a phone call from O'Reilly on 08/06/from customer satisfaction departmentI was told that O'Reilly would link the two parts (throttle body & wire harness)to perevent this same problem from occuring again to a different customer by giving the counter associate berrer information in their systemAll so about the cost difference on the $coupon and *** (42.74) O'Reilly sent me a *** O'Reilly gift cardIt was a good call and I'm happy with the end outcome
Initial Business Response /* (1000, 10, 2017/02/03) */
Our Records indicate that the customer spoke with our District Manager and after he explained to the customer our claim procedures she was upset and said she would be calling her lawyer and hung up
Initial Consumer Rebuttal /* (3000, 13,
2017/02/13) */
***Document Attached***
Conversation with manager turned into manager providing auto diagnosis and telling me it was a faulty vehicleI explained to the manager that the cause of the breakdown was due to the battery, but he insisted it was the vehicleI took the vehicle to a licensed dealership mechanic who provided documentation stating "Vehicle towed inVehicle has an after market batteryBattery is damaged/crackedBattery acid has leaked down damaging transmission case, hose, connectorsExtent of damage is to be determinedVehicle has an active transmission leakTech will need to tear down and inspect for further damagePictures were taken for customer/advisor" I went to O'Reilly's auto part store on 2/11/but there was no one in the store able to complete a labor claimThe front of O'Reilly's auto states "customer satisfaction guaranteed" but there have been no attempts from O'Reilly to speak to me or fix this issue
Final Business Response /* (4000, 18, 2017/03/01) */
The store is in contact with the customerThe customer is filing for a liability claim and the store is assisting with the claimAt this point we are considering this case closed
Initial Business Response /* (1000, 10, 2016/11/08) */
This issue has been forwarded to our Claims Department who will be following up with the customer pending an investigation of this matter
Initial Consumer Rebuttal /* (3000, 12, 2016/11/08) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
I would to wait for the investigation to be completed before this case is closed
Final Consumer Response /* (4200, 16, 2016/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to wait to close this case after the investigation has been completed
Final Business Response /* (4000, 14, 2016/11/09) */
This issue has been forwarded to our Claims Department who will be following up with the customer pending an investigation of this matter
Initial Business Response /* (1000, 10, 2015/08/03) */
We appreciate our customer contacting O'Reilly Auto Parts regarding their visit to our storesWe have honored our warranty for the customer's brake padsWe consider this case resolved
Initial Consumer Rebuttal /* (3000, 12, 2015/08/04)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Sincethey fill they can do anything to accommodate a customer with whatever they feel they can do, I am willing to let it goJust know that I will never step foot into another OREILLY STORE AGAIN
We have reached out to the customer on 3/1/and have forwarded him his $reward via email on 2/27/We forwarded the reward again on 3/1/via emailWe are considering this case closed
Initial Business Response / [redacted] (1000, 10, 2015/10/14) */ We require proof of purchase for a warranty exchange along with the original purchased itemI was not able to bring up MS [redacted] 's information under the phone number provided (XXX) XXX-XXXXAlso the invoice number the customer provided (XXXX-XXXXXX) is linked to a [redacted] Who was the battery originally sold to, and what was that number? Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) He could not pull the invoice from XXX-XXX-XXXX because that was not the phone number at the time of original purchaseI gave him the telephone number of original purchase date and he pulled the invoiceAnd [redacted] is my boyfriend who had to purchase my battery for me since my warranty was honoredThe original purchase was for myself, [redacted] and the number was XXX-XXX-XXXX Final Business Response / [redacted] (4000, 14, 2015/10/22) */ We have escalated this matter to our district manager who will be contacting Ms [redacted] Final Consumer Response / [redacted] (2000, 16, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Trent took the time to call and speak with meHe actually listened to what I had to say and acted accordingly
Initial Business Response /* (1000, 5, 2015/05/28) */
We have tried to contact the customer to discuss this matter but have not been able to reach the customerIf the customer would like to give us a call at X-XXX-XXX-XXXX we would be glad to discuss this further
Initial Consumer Rebuttal /*
(3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Business has made no attempt to resolve the issue at this time
Final Business Response /* (4000, 9, 2015/06/04) */
The parts in question on this claim were not originally sold to this customer by O'Reilly Auto PartsWe have recommended the customer reach out to the shop where he purchased the parts from
Final Consumer Response /* (4200, 11, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the parts were purchased and installed via *** *** I was given direct instruction ad guidance by the manager as to delivery and and direction of having engine inspection donethis was an extra effort and expense on my part on top of the loss of my vehicleIn the fact that O"Riely directly worked with me in person and admitting inappropriate products, partial responsibility and follow through is expectedNone of which I have receivedI truly hope they do not take the low road of irresponsibility as *** *** has
We have responded back to this case on September 12, After reviewing this case, the customer is stating that he had made a purchase of the first ac compressor on 7/18/which would only have a year warranty at the time of purchaseThe warranty would be over on the unit purchased on
7/18/At this point we are considering this case closed
We truly apologize as we overlooked the rejection response and only saw the Satisfactory response and did not realize that we were responding to the rejection response. We did fail to mention to the customer when we issued the reward out to him via email on 3/1/that he would need to spend the same amount of the reward before taxes if not greaterOn 3/3/the customer replied back to us via email that the reward did not work for his purchase as his amount before taxes did not meet the required amount for him to use the rewardOn 3/3/we responded back and apologized for not informing the customer about having to spend the same amount of the reward before taxes if not greater and verified with the customer that the reward was still activeAt this point, the customer has used the reward we issued out to him on 3/14/on invoice ***-***We are considering this case closed
Last week I filed a complaint with the Revdex.com against O'Reilly's Auto Parts for not issuing ALL of the coupons they failed to send to me over the last yearsFinally, after about two weeks, a man named *** *** contacted me from O'Reilly'sHe then told me he was going to issue my coupons AFTER the Revdex.com had contacted him*** was very, very persistent that I drop the claim with the Revdex.com and he would issue the couponsHe told me the coupons would be emailed, they never showed upFinally, *** emailed me a coupon code (please see ***'s email below from O'Reilly's) I woke up early in the morning on 3/3/and went to O'Reilly's to use the coupon code that the Revdex.com helped me get, thanks to the Revdex.com, O'Reilly's Auto Parts finally respondedWhen I went to O'Reilly's Auto Parts this morning to use the coupon code given to me by O'Reilly's, after I had spent about an hour and a half in the store picking out detailed parts, I then wait in line for minutes as the staff members were lolligaging around the store, dis-organized, and phones ringing off the hookI stood there, patiently, waiting for my turn to check outI get to the counter after waiting in line for a half hourThe store clerk tries to ring me up, then tells me that the coupon code *** gave me from Corporate O'Reilly's could not be processedAt this point, I am literally, and utterly flabergasted at O'Reillys customer service, and most importantly, the Corporate O'Reilly's person *** *** gave me was not validHe told me I could use that coupon code (please see ***'s below email) at any O'Reilly's at any timeI have been going round, after round, after round, after call, after call, after email, after email, with the Revdex.com, with Corporate O'Reilly's, with zero resultsI have spent nearly hours trying to obtain the coupons that O'Reillys has owed me for four years, I have driven to O'Reillys at least times to correct this issue, I have filed a complaint with the Revdex.com to get O'Reillys to issue the coupon owedWhen they finally do, the coupon code does not work at the O'Reillys Auto parts storeI will not let this standIf O'Reillys does not respond within hours, I will be at the Maricopa County Superior Court House Monday morning at am, and I will be filing my opening documents to be delivered to O'Reillys Legal Department, a copy for the Judge, a copy for the clerk, and a copy for meI will be issuing subpeanoas on everyone involved at O'Reillys, taking their depositions, the will be requesting a Jury TrialAt this point, it is not just the couponsIt is all the time, effort, frustration involved, which I will go into much more detail in the law suit against O'Reillys for their lack of response, and giving me coupon codes just to try and have me drop my complaint against them at the Revdex.comThat is not going to happenIf O'Reilly's does not issue a MORE THAN SATISFACTORY response to this complaint, I am going the whole yards them in courtI am tired of them lying to me, and not issuing the coupons I earned by being a loyal customerMy Lawyers name is *** ***I am going to have him take over from here, as I have no more time for this nonsenseO'Reilly's has withheld my rewards coupons for four years, then they issue them after going through a tremendous amount of termoil, to find out, their coupon code issued does not even workThey are intentionally trying to make this even harder for meAfter my Lawyers fees, and hedonic damages, it is going to cost O'Reillys so much more time, money, and effort on this, when all they had to do was issue the coupons owed in the first placeThey make it so much harder than it has to beI will not let this stand, I will not let this stand until O'Reilly's makes this right now, or in courtOne way or the other, they need to honor the coupons owed to me, which is a considerable amount of moneyThank you for allowing us to be of service to youIf you previously made contact with us about this matter, there is a summary below of your request and our responseIf there is an issue that was not resolved to your satisfaction, you may reopen it within the next daysSubject O'Rewards Response By Email (***) (03/01/02:PM) ***, Thank you for giving us a chance to make this matter rightDown below in this email is your $reward that they issued out to you on 2/27/You may present this coupon code to an employee at O'Reilly and they can type it into the register manually to get you that discount on your next purchaseThe rewards do have a day expiration date from the date issued, but we are more than glad to always reissue any expired reward back out with a new day expiration date., just reach out to usIf we may be of any further assistance, please do not hesitate to contact usYour comments and suggestions are always welcomeThank you for shopping at O'Reilly Auto Parts! $coupon code: *** Thanks, O'Reilly Auto Customer Satisfaction Dept*** *** :) *** Question Reference # ***-*** Date Created: 03/01/02:PM Date Last Updated: 03/01/03:PM Assigned Account: *** Question Type: No Value Store # (optional): *** Invoice # (optional): No Value
Initial Business Response /* (1000, 14, 2016/08/23) */
I have forwarded this to our District and Regional managers for a review and follow up
Initial Business Response /* (1000, 5, 2016/06/24) */
This issue has been forwarded to our district and regional managers for a review and follow up
Initial Business Response /* (1000, 8, 2017/05/30) */
After reviewing this case, the customer received a refund for the original hose that he purchased on 4/4/from O'Reilly Auto Parts and they reimbursed the customer $for labor cost
Initial Consumer Rebuttal /* (3000, 10, 2017/06/07)
*/
see attached pdf
Initial Business Response /* (1000, 5, 2015/06/18) */
We appreciate the customer contacting O'Reilly Auto Parts regarding the starter he has purchasedUnfortunately we are unable to honor the customer's request for a refund on the starter as it has been installed and cannot be sold as new to
another customerHowever we offer starter testing in our stores to assist customers prior to purchasing a new partWe apologize we cannot proceed further with the customer's requestWe consider this issue resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the most disappointing aspect of my experience with O'ReillyThey say "we offer starter testing in our stores to assist customers prior to purchasing a new part"I went in to their store and had them test my starter before ordering a new one...it didn't pass the test, so I had them order a new one! Only after installation did I discover that starter wasn't the issue
Of course you can't sell it as "new", but have you ever heard of an open box item discount? If you offered customers 10-15% off to purchase an item like this, they would take you up on itThen you would have two satisfied customers instead of one customer who you took *** from and provided ** value in return
Final Business Response /* (4000, 9, 2015/06/25) */
O'Reilly Auto Parts position remains unchanged,we are unable to honor the customer's request for a refund on the starter as it has been installed and cannot be sold as new to another customer
Final Consumer Response /* (4200, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I understand that returned product it cannot be sold as newHowever, most businesses that serve the public have a policy that they will accept a return within a reasonable timeSometimes a restocking fee of 15% is collected when the item has to be sold as an open item
Since they are unwilling to do anything different, what is my next step?
Initial Business Response /* (1000, 5, 2015/12/09) */
We apologize for any inconvenience or problem that this matter has causedIn order for us to honor a warranty we need to find an original proof of purchaseI have looked up the customer's name phone number store history for the struts they are
trying to get a refund on; and was unable to locate any history with our companyDoes the customer use a different phone number when they shop with us that I can look up?
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they put the warranty info in there computer like they should They would find it I have numerous receipts with no info found in there computer because I took them to store and they tried to find the info under our name and there was no record and then I showed them the receipt !I produced the receipt which they say cash sale with none of my info on them ! I can produce them if you want to see them !
Final Business Response /* (4000, 9, 2015/12/11) */
I've searched the stores entire sales history for the parts that the customer is trying to return and did not find any invoices that are without a nameAre there any other numbers the customer could have used?
Final Consumer Response /* (4200, 11, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
where do I send copies of invoices without our names on them for warranty items I can prove they don't put names on there warranty products like they say they do !
Initial Business Response /* (1000, 5, 2015/07/28) */
MS*** has been given a refund in the amount of *** on 7/25/2015; at our Hwy E, Batesville, IN locationWe consider this matter close
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
Please cancel my report, they
have finally addressed the issue I had,
Thank you,
*** ***
Complaint: ***
I am rejecting this response because: After all that has happened, and all that they have put me through, their response is condescending, and most certainly not appropriate for what has happened here. Please proceed with filing a formal complaint on their record, as they truly do not care about customer service, at all. They take the road less travel, and only do the bare minimum to try and get by, where a good company will go above, and beyond the call of duty when the time comes when they have an opportunity to make it right with the customer. This response is not satisfactory in any way, shape or form for what happened to me last Saturday at O'Reilly's Auto Parts. This company wasted my entire day on Saturday, and I can't get that time back, and I have far, far more important things to do than to pick out a bunch of parts, get to the register, to find out my coupon code does not even work, the one that O'Reilly's claims to have given to me, did not work at the O'Reillys Auto parts store. They have failed to mention extremely important details, and left the customer behind in the dust and pressed forward with other matters. If O'Reilly's does not make it right, all I can do is post what happened here on every platform I can find and make the public aware of how this company treats their customers. I suppose consider the matter closed, but I do want my formal complaint posted on the Revdex.com website permanently at all costs, so people know what kind of company they are dealing with when they shop there
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/16) */
We apologize for any confusion concerning the customer's core chargeWe certainly understand the customers reasoning and in most states, he would be correctUnfortunately the state of Ohio calculates sales tax based off of total item value
including any core value regardless of whether the core is turned in as an exchange or notWe have provided a link below from the Ohio Department of Taxation's web page explaining their policyWe believe the information in the link will sufficiently address the customer's questionsWe have also reviewed this with the store manager who will be reviewing this with the managers who were on staff last weekend so they will be better able to explain this in the futureWe do appreciate the customer's business and will be sending the customer a courtesy *** gift card as a token or our appreciationhttp://www.tax.ohio.gov/sales_and_use/information_releases/stXXXXXX....⇄ /> Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I can understand and acept the tax charge on the core
I live in ohio for many years and everytime that I had return an item that I had purchase, they (seller) also does return the tax that I was charge for just that item in the case I had purchase multiple items, they dont keep tax charged for the item returned
The *** is superfluous, honest bussiness principles is everything
Initial Business Response /* (1000, 11, 2015/08/06) */
We have reached a mutual agreement with the customer in the interest of Customer goodwill we are mailing a gift card to *** ***We consider this matter concluded
Initial Consumer Rebuttal /* (2000, 13, 2015/08/10) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
I received a phone call from O'Reilly on 08/06/from customer satisfaction departmentI was told that O'Reilly would link the two parts (throttle body & wire harness)to perevent this same problem from occuring again to a different customer by giving the counter associate berrer information in their systemAll so about the cost difference on the $coupon and *** (42.74) O'Reilly sent me a *** O'Reilly gift cardIt was a good call and I'm happy with the end outcome
We spoke to the customer on 12/6/and were able to assist the customer with a refund on 12/6/We are considering this case closed
Initial Business Response /* (1000, 10, 2017/02/03) */
Our Records indicate that the customer spoke with our District Manager and after he explained to the customer our claim procedures she was upset and said she would be calling her lawyer and hung up
Initial Consumer Rebuttal /* (3000, 13,
2017/02/13) */
***Document Attached***
Conversation with manager turned into manager providing auto diagnosis and telling me it was a faulty vehicleI explained to the manager that the cause of the breakdown was due to the battery, but he insisted it was the vehicleI took the vehicle to a licensed dealership mechanic who provided documentation stating "Vehicle towed inVehicle has an after market batteryBattery is damaged/crackedBattery acid has leaked down damaging transmission case, hose, connectorsExtent of damage is to be determinedVehicle has an active transmission leakTech will need to tear down and inspect for further damagePictures were taken for customer/advisor" I went to O'Reilly's auto part store on 2/11/but there was no one in the store able to complete a labor claimThe front of O'Reilly's auto states "customer satisfaction guaranteed" but there have been no attempts from O'Reilly to speak to me or fix this issue
Final Business Response /* (4000, 18, 2017/03/01) */
The store is in contact with the customerThe customer is filing for a liability claim and the store is assisting with the claimAt this point we are considering this case closed
Initial Business Response /* (1000, 10, 2016/11/08) */
This issue has been forwarded to our Claims Department who will be following up with the customer pending an investigation of this matter
Initial Consumer Rebuttal /* (3000, 12, 2016/11/08) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
I would to wait for the investigation to be completed before this case is closed
Final Consumer Response /* (4200, 16, 2016/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to wait to close this case after the investigation has been completed
Final Business Response /* (4000, 14, 2016/11/09) */
This issue has been forwarded to our Claims Department who will be following up with the customer pending an investigation of this matter
Initial Business Response /* (1000, 10, 2015/08/03) */
We appreciate our customer contacting O'Reilly Auto Parts regarding their visit to our storesWe have honored our warranty for the customer's brake padsWe consider this case resolved
Initial Consumer Rebuttal /* (3000, 12, 2015/08/04)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Sincethey fill they can do anything to accommodate a customer with whatever they feel they can do, I am willing to let it goJust know that I will never step foot into another OREILLY STORE AGAIN
Initial Business Response /* (1000, 5, 2016/08/01) */
I have forwarded this incident to our District and Regional Managers for a review and follow up
We have reached out to the customer on 3/1/and have forwarded him his $reward via email on 2/27/We forwarded the reward again on 3/1/via emailWe are considering this case closed