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Business Profile

New Auto Parts

NAPA Auto Parts Headquarters

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

This profile includes complaints for NAPA Auto Parts Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see

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NAPA Auto Parts Headquarters has 11 locations, listed below.

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    Customer Complaints Summary

    • 143 total complaints in the last 3 years.
    • 50 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/08/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Nature of dispute: I purchased items from one NAPA auto parts store and later sought a refund for them at another NAPA auto parts store. The store I returned them to did not refund the full value of the items because they claimed their pricing was different than the store I purchased them from. My dispute is that I believe if a store exists under a corporate brand name, they should refund the original price of items if the items were bought from a store under the same corporate brand name. Original purchase: $532.38 ($492.94 subtotal) from NAPA, ********************************** Refund received: $478.29 ($445.96 subtotal) from NAPA, ******************************** What I am seeking: The difference = $54.09

      Business Response

      Date: 07/10/2025

      We have reached out to *** Day and processed a refund of $54.09 in the form of a check

      Customer Answer

      Date: 07/15/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******** Day

    • Initial Complaint

      Date:06/30/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried to purchase a car battery online. During the attempt, the site clearly states that purchases over $49.00 receive free delivery. The purchase price I was attempting was over $169.00, however the site wouldn't remove the delivery fee of $49.99. I contacted NAPA by telephone and was told to pay the full amount including shipping and I would be reimbursed in 30 days! I immediately filed a complaint to their online complaint department and have received no reply.Clearly this is false advertising

      Business Response

      Date: 07/02/2025

      Good afternoon Mr. ***** ****,

      Thank you for bringing this to our attention and we sincerely apologize for the confusion and frustration regarding the shipping charge on your recent order attempt.

      While we do offer free shipping on most orders over $50, hazardous and hazmat items are excluded due to their special handlings and shipping requirement. We apologize for the inconvenience. We encourage you to visit your local NAPA Auto Parts store, where you can shop in person and receive the same great products without the delivery fees.

      Thank you,

      NAPA CUSTOMER SERVICE

    • Initial Complaint

      Date:06/30/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased several items from **** online for Father's Day, including those in dispute on June 9, 2025.This item was the MILWAUKEE TOOL SHOCKWAVE Impact Duty Driver Bit Set - 74PC (MIL ********). This item was defective. Several drill bit pieces were irremovable from the kit.I attempted to return the item at a local NAPA store the following week, and was told by store employees that it was only able to be processed as a return via email/mail using a form.I completed the return of request form on June 18, 2025. The following day, June 19th NAPA emailed requesting for proof of the defect in which I sent picture. In 5 days on June 23, 2025 that I would receive an email with a RETURN LABEL PRINT from *** to allow the return to be processed.I have checked my email spam, junk and trash since June 23rd and have not received any "return label print". I contacted **** again by email on June 26th requesting a reply OR a return label and have not received any notice.

      Business Response

      Date: 06/30/2025

      After review, we were able to confirm that there was a typo in the email address for the UPS label delivery. It has since been corrected, and new return label is on its way to the customer's inbox. 

      Thank you, 

      NAPA Customer Support

      Customer Answer

      Date: 07/02/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23535587, and find that this resolution is satisfactory to me.




      Sincerely,



      Francine Praseuth

    • Initial Complaint

      Date:06/19/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on June 16th 2025 for brake pads and rotors. Their site clearly has a coupon called GETBRAKES to get $40 off total above $125. I spent $179.99. It stated at the end of transaction coupon was applied and as I selected to pay I realized there had been no deductions from my total cost. I called customer service same day and she didnt know how to help said they would contact me 24hrs later on the 17th.they never did. I called and they said they are still working on the issue. Its the 18th and still havent heard from them. I dont get whats so difficult you site clearly states a discount and it was not applied. I want my discount otherwise youre FALSLY ADVERTISING TO BAIT CUSTOMERS. My order number is ********.

      Business Response

      Date: 06/23/2025

      We have Connected with the customer and sincerely apologized for the inconvenience caused. At this time, we have issued the $40 refund for their order on June 20th

    • Initial Complaint

      Date:06/17/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/3/25 I ordered a new part for my wife's car valuing $547.99. Per NAPA the part was shipped and to deliver by 6/6/25. This part did not deliver, upon contacting NAPA on 6/6 I was assured that the part was on its way and would be to me shortly. I contacted again on 6/11 because the part still had not came and *** was stating that they had never received the shipment due to packaging issues. I was then informed that they would start an investigation with *** and ship me a replacement part. I have called every 2 days for an update with no success. I keep getting the same runaround and can not find a resolution. *** has closed the investigation due to lack of information from ****. This situation is causing my family to loose money daily due to my wife not being able to go to work, and here shortly she will end up unemployed due to the disregard of NAPA.

      Business Response

      Date: 06/23/2025

      We have refunded the customer for their full order on June 17th and sincerely apologize for the inconvenience this has caused.

      Customer Answer

      Date: 06/23/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *******

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an auto part from *********** and paid more than I would have at other retailers in order to get the advertised shipping date (Arrival by June 5). My order did not ship until I contacted **** after the scheduled shipping date to remind them. I received the order incomplete on June 7, and have been given different incorrect information multiple times since that date regarding the shipment of missing pieces and documents. At this point the most recent update is a timeline that will hold my payment hostage for another week despite the fact that I have received nothing I can use and have had to rearrange my whole life and schedule around work on my vehicle that I am unable to complete because NAPA will not send the parts, refund me in a timely manner, or give me intelligible/consistent information on their plans to resolve the issue.

      Business Response

      Date: 06/24/2025

      Hello Mr. Ross,

      We apologize for the inconvenience this incident has caused you. We wanted to check in and see if you were able to get a return label sent to you? If not, we recommend you return the part to your local NAPA retail store (812 Roosevelt Trl, Windham, ME). Once returned, we will work on crediting your order.

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We bought a remanufactured ac compressor from **** at the end of April. It was installed beginning of May and by the 19th of May the clutch burned out in it. We called the store and we're told it could not be exchanged or refunded even though a mechanic verified that it was a faulty part. When I called customer service I was given the same run around then told they would process it and was never emailed any of the information of where to send my receipts and verification photos. I live in ********* and it is summer and I have small children. I just wanted a replacement part. Now I would refund so I can go find a working part since they are scamming their customers.

      Business Response

      Date: 06/03/2025

      Hi Team,

       

      we will review this complaint and reach out to the customer.

       

      Thank you

      Customer Answer

      Date: 06/06/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ********* *******-********

    • Initial Complaint

      Date:05/31/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 22, 2025, during a heavy rainstorm, my drivers side windshield wiper bladepurchased from **** and still under its one-year warrantyflew off while I was driving on Interstate 695. I immediately visited the **** Valley store to request a replacement, as driving in the storm without a functioning wiper posed a significant safety risk.Despite presenting my email receipt as proof of purchase, the staff denied my request, citing installation as the potential causean assumption that disregarded both my experience as an ASE Certified Mechanic and the fact that another **** location had previously honored a warranty replacement for the same issue. Furthermore, they insisted I return to the Aberdeen store, despite my immediate need for a functional wiper blade.Ultimately, I had no choice but to purchase a new wiper blade (attached receipt and invoice) rather than receive the warranty replacement I was entitled to. The handling of this situation was unacceptable, and I am requesting a refund for the wiper blade I was forced to purchase or an acknowledgment that this store did not follow standard warranty procedures.

      Business Response

      Date: 06/02/2025

      Hi Team,

       

      This will be reviewed by our team and we will reach out to the customer if necessary.

       

      thank you,

      Customer Answer

      Date: 06/03/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *******

    • Initial Complaint

      Date:04/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order#******** Incident#******* I placed an order for an oil pan in the amount of $26.08. I never received the package. I called NAPA and told them the tracking information shows the order was delivered to a different city than where I live. I live in sunrise it was delivered to ********** two different cities. They said they would file a claim and *** would be in contact with me. I have not received any call from *** concerning my package. I call Napa pretty much every other day about the status of my refund. And it seems to be a run around every time. I just want my refund back in the amount of $26.08 back to my original form of payment.

      Business Response

      Date: 04/25/2025

      Hi Team,

      We have processed a refund for the disputed amount. We've also the customer an email update for this case.

      Thank you,

      Customer Answer

      Date: 04/25/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** ******

    • Initial Complaint

      Date:04/21/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered oil on ***** website for a total of $14.91 and to pay in-store upon pickup. When I went to pick my order up in store I was told they would not honor that order or price and was charged $35.48

      Business Response

      Date: 04/22/2025

      Hello BBB Team, 

      The customer has been contacted and has accepted the **** Gift card offer in the amount of $20.57 to cover the price difference. 

      A request to process the gift card has been submitted. Once processed, we will follow-up with him via email accordingly.

      Kind Regards,

      NAPA Customer Care

      Customer Answer

      Date: 04/25/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *******

    NAPA Auto Parts Headquarters is NOT a BBB Accredited Business.

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