Complaints

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

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• 

  NAPA Auto Parts Headquarters

  2999 Wildwood Pkwy Atlanta, GA 30339-8580

• 

  NAPA Auto Parts Headquarters

  PO Box 409043 Atlanta, GA 30384-9043

• 

  NAPA Auto Parts

  2255 Airport Blvd Cayce, SC 29033

• 

  NAPA Auto Parts

  4507 Hard Scrabble Rd Columbia, SC 29229

• 

  NAPA Auto Parts Headquarters

  PO Box 2047 Norcross, GA 30091-2047

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.

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 5/17/23 I purchased an A/C compressor kit from Napa Auto on 7th St. in ***********, **. My invoice number is *********** at a total cost of $400.72. I did get my core charge back of $25.00 which brings down the cost to $375.72. Immediately after purchasing the kit, I delivered it to where I was having the work done which is a couple blocks down the street from ****. The shop is a **************** certified repair facility which has been in business at that location for many years. After completion of the job, in which it was installed on my **** Honda CR-V, which cost me $840.00 labor, it worked great. Two months later on 7/13/23, the unit failed and began to just blow hot air. On the 26th of July I was able to get the vehicle back to the shop to have it checked out to see why the A/C unit failed. The auto shop traced the problem back to the compressor unit Napa had sold me. I then called **** and explained the problem to them and they had the store manager call me back where he told me that unless my receipt from the auto shop contained specific installation details and words, such as "flush", I couldn't return the defective part for a refund. He also said that seeing as how it was me that directly purchased the unit instead of the auto shop, that I wouldn't be able to recover any of the labor costs as well. So, it seems I'm out the total amount of $1,215.72 on parts and labor because 1. I happened to do business with Napa 2. I bought the unit personally 3. Used a small three man repair shop that doesn't happen to itemize every freakin' detail of what they did to Napa's satisfaction. The unit operated fine for 2 months before failing, so they must have done the job correctly! The unit has a 36 month warranty on it, but I guess it doesn't apply to those who mistakingly think that Napa will stand behind the items they sell, especially when they turn out to be a piece of junk.Sincerely; A PO'd former customer

  Business Response

  Date: 08/07/2023

  We have reviewed the customers complaint regarding his purchase of an A/C compressor kit from our ***********, ** store. 

  After reviewing the warranty, we have confirmed that the steps needed to qualify for a warranty have not been met. The full warranty is attached. If **************** can find a shop to complete these requirements and provide written documentation, we are happy to revisit his request for warranty.

  Thank you, 

  NAPA Customer Support

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20418934
  
  I am rejecting this response because: ************* has effectively rigged the warranty process by 
  using their high priced legal department to make it virtually impossible for a regular customer to recover any compensation from purchasing a defective item from them unless he can show evidence that even a team of experts would have trouble coming up with, that proves that every "i" has been dotted and every "T" has been crossed before they would even consider refunding one cent to a hapless customer that has had the misfortune of having to try and navigate through this warranty process they devised to specifically squash any and all complaints that *** require them to own up to their responsibilities to the people that keep them in business. 
  Sincerely,
  
  *******************

  Business Response

  Date: 08/08/2023

  Our warranties act as a promise to our customers that products can be replaced, returned or repaired if all requirements are met to do so as well as holds both parties accountable for meeting their necessary requirements of the warranty. Our warranties are in place to protect our customers and are not outside of the scope of achievability on either side. 

  
  We understand vehicle repairs are frustrating and that fulfilling this warranty requires additional work on ****************' part that was not planned for. We are happy to go over the warranty with him personally but we cannot accommodate his request until the warranty requirements are fulfilled as original stated. 

  Thank you, 

  NAPA Customer Support 

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 7/8/23 I placed an online order to be ship to my home on 7/12/23 two of the three items arrived the other item *** said All merchandise is missing and the empty carton was discarded. *** will notify the sender. so I waited heard nothing so I call the Napa customer service number on 7/14/23 was on hold for 15 minutes finally someone answered told them the situation they gave me an incident report # and said they will look into it and send out the missing part got no email or anything with an update so I called again on 7/19/23 they said that they were looking into it told them to just send out the missing part whats the problem still nothing as of 7/24/23 I just want the missing part that I paid for This is no way to run a business absolutely unacceptable mean while I cannot drive the vehicle without the missing brake part just want my part asap the missing part is ADC 2223XA ORDER # ******** Hopefully we can get this settled immediately Thank You ****

  Business Response

  Date: 07/26/2023

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. A member of our Customer Car team will be in contact with you shortly to resolve the issue as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact us at 1-800-LET-NAPA or *******************************

  Customer Answer

  Date: 07/26/2023

  Thats basically the same response I got when I called the number what does shortly mean its been two weeks you have my money I want my part shortly to me would be have my part here this week 

  Business Response

  Date: 07/27/2023

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We have obtained the tracking number and made contact with the customer to provide updated information.  

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 would like to know WHY your drivers are not given gatorade or water. It is extremely hot and I am just disgusted in how you treat your employees. You better pray nobody dies, you will have a huge lawsuit.

  Business Response

  Date: 07/25/2023

  Hello ******,
  
  Thank you for your concern for our drivers. The safety of every NAPA employee is our top priority and were actively working to adapt to the inclement weather being experienced across the country. Our safety team is regularly providing drivers with tips and information to stay safe amid the heat wave, which includes bringing enough water during their shifts. Every driver is strongly encouraged to bring hydrating beverages to work and take shaded breaks to cool down from sun exposure. We also have coolers of water available where drivers can pick up bottled water at their store.
  
  We will continuing monitoring the weather and taking the necessary steps to make sure all our employees are healthy and safe.
  
  Thanks again,
  NAPA ****************

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 June 26 I placed an order for rotors and brakes . From 11 am til 5 I kept looking out the window waiting . At 5 I called asking because online it said the part had been delivered. Nothing was delivered and I was charged for the parts . When I called the store is ******* ** on **** red water . Immediately said oh this is for the rotors and the brakes . Hold on a minute let me talk to my manager . Waited about 5 minutes came back and said . It was delivered but no one was there didnt want to leave it was supposed to rain . ? No one ever came here . On top it was noted to leave it at the front door . I then told them to cancel the order they never delivered and knew who I was immediately. They never attempted to contact me . Now 14 days they took my money. Never attempted to deliver the part . When called knew of it n was rude n sarcastic we came there no one was home . Marked it as delivered n took my money . Even after calling n saying cancel this order I lost my entire day to work on my vehicle. Still holding my money for 11 days . That is credit card fraud saying that an item was delivered n charging .

  Business Response

  Date: 07/10/2023

  ********************, 

  Effectively immediately after receiving your complaint, your money has been refunded to you in the amount of $183.14. Please allow up to 7 business days to see this show up on your statement. 

  Additionally, I have been in contact with the store as well as the local District Manager to share your experience and provide additional training to ensure the store team knows how to handle these situations correctly moving forward.

  I apologize for the inconvenience this may have caused. If we can be of any further assistance, please call us directly at 1-800-LET-NAPA.

  Thank you, 

  NAPA Customer Service

• Initial Complaint

  Date:07/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ought a part for$77.99 and was charged $203.14

  Business Response

  Date: 07/10/2023

  ********************, 

  After reviewing the images you attached to your submission, we have been able to determine that there are two different part numbers being compared here.

  The image from our NAPAOnline website is for part number ********. That window regulator shows a list price for $77.99.
  The part number from your NAPA store receipt is for part number ********. That window regulator is listed on our website for $245.99. It appears the store sold it to you at a discount of $189.41 pretax. 

  If you want the $77.99 window regulator, please go back to our Independence Blvd NAPA location and exchange your purchase. Otherwise, the window regulator you purchased is listed correctly on our website and you were charged appropriately, even receiving a discounted price. 

  Should you need further assistance, please work directly with the store you purchased from. 

  Thank you, 

  NAPA Customer Care

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a fuel pressure gauge from my local Napa store. It wouldn't build up pressure. Took it back to the store for a return. Didn't mention why I was returning. Napa employee didn't ask either. He refused taking the gauge back. When I said why he said because it's been opened. I told him that I opened it and tried it and it didn't work for me and that it was a defective gauge but he decided to call me dishonest. His only argument was that I didn't mention the gauge was defective until after he said he wouldn't take it back.

  Business Response

  Date: 07/10/2023

  Mr. **, 

  We are sorry this has been your experience. In order to assist you with this situation, we require more information than what was provided in your complaint. 

  Please give us a call at 1-800-LET-**** or email ** at ****************************** and we'll be happy to assist you further. 

  Thank you, 

  NAPA Customer Support 

  Customer Answer

  Date: 07/10/2023

  Attached is the receipt.

  Business Response

  Date: 07/19/2023

  Our Area Manager has contacted Mr. ** and worked through resolution at this time. 

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20279757
  
  I am rejecting this response because:

  I have already made two separate attempts to return the product.  I explained to the **** representative that I'm not going back to my local **** for this return after having prior unpleasant conversation with their employee.  The other **** store near me is quite out of my regular route and high chances are I won't be able to go to that store within the 7 days time window set by BBB.  On a separate note, for **** to have the audacity to ask me to go back to their store for the return after all this drama is a different story.

  Sincerely,
  
  ***********

  Business Response

  Date: 07/24/2023

  **** is not setting any time frames for when the product can be returned by Mr. ** in this particular incident & is unclear what window is being referred to when stating 7 days by the BBB. The local leadership supports Mr. **** wishes to not return to the original store due to his experience and we are addressing the incident separately with the store employee of that particular location. Understanding that the location is not close to him, local leadership will accept the return whenever Mr. ** is able to visit. 

  Thank you, 

  NAPA Customer Support

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20279757
  
  I am rejecting this response because:

  I understand **** is not setting any time window to return the tool back to the store but **** is supposed to make amends and so far they've failed. I have already made two attempts to return the product. At this point if I was a NAPA manager I'd be more creative. I'd send a full refund via a check back to the ************* a return shipping label for the item to go back to the store.
  I was nearing the deadline to file a dispute with my credit card issuer, so that's on file now. They're not an enforcing party and I understand that. If that failed, next in the queue is filing a complaint with the state's attorney general.

  Sincerely,
  
  ***********

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 (2) batteries on 6/18/21 and was told at the time that the batteries were fully warrantied for 2 years. After a few months of use I continually had issues with the batteries keeping charge. I brought both batteries in to Napa Auto in ******* where I purchased them within the 2 year warranty time period. I was told by a manager (****) that "the batteries are good", and that there was nothing that the store could do for me. I have had a mechanic tell me that the batteries are no good and that they will not charge fully or hold a charge. I called Napa's corporate office to file a complaint initial reference number INC4565074. I was told that a regional manager would reach out to me. Two weeks passed with no follow up. I called Corporate again and was told that someone would follow up. Again no follow up. I called corporate back and they said that my claim had been closed. I explained that no one reached out and was baffled at how the claim could be closed. I re-instated my initial complaint and was given a new incident number INC4619571. Another two to three weeks have passed and I still have heard nothing from NAPA. No one has reached out and there has been no attempt to reach any sort of resolution. I am a long time customer and am appalled by the customer service, empty warranty promises, as well as how this situation has been handled thus far.

  Business Response

  Date: 07/10/2023

  Our NAPA Customer Support has been in contact with **************** and has requested documentation from his mechanic showing that the battery is testing bad.

  Per our battery warranty, the battery is not covered under the warranty as long as it is still testing good. When tested at a NAPA store, the battery shows a positive charge. Battery warranty attached for reference. 

  We have offered **************** a $50 gift card towards the purchase of a new battery or replacement pending the documentation from his mechanic that the battery is not holding the charge. We have not received any call back from **************** or the documentation requested. Due to no response from the customer, we consider this matter resolved. 

  Thank you, 

  NAPA Customer Support

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  6/26/23, refund issue for ***** for the wrong part but I have to wait over two weeks before my money is return to me.

  Business Response

  Date: 06/28/2023

  The information provided by the customer is not enough detail to be able to review this purchase/refund. Other than a name, we do not have any information to view his purchase to determine what happened and/or offer any sort of resolution.

  We ask that the customer please call ************** to speak to one of customer service representatives who can assist him. This will allow for the quickest resolution time. If unable to call, please provide the following details.

  If the original purchase was made online, we need the following information:
  Order number
  Date of purchase
  Part number of the part that was returned. Part number of the part that should have been returned.

  If the original purchase was made at a NAPA store location:
  Store details including address, city, state, zip
  Invoice number
  Date of purchase
  Part number of the part that was returned. Part number of the part that should have been returned.

  Thank you, 

  NAPA Customer Care

  Customer Answer

  Date: 06/28/2023

   
  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:05/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  NAPA Auto Parts sends monthly statements of a balance forward but could cannot provide original invoices showing exactly what was ordered/due. NAPA advised I call the original parts store, Southwest Autoparts. I spoke with the manager, ***, and she confirmed we do not have balance due and there is an error on NAPA's end since the acquisition. As of December 2022 NAPA believes we owe $467.54. I have tried calling, live chats, and emails, and each time I'm told NAPA cannot help me. Account number: ********.

• Initial Complaint

  Date:05/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been exchanging emails with NAPA since May 10th about this Damaged Hitch that arrived from *** with massive hole in the box scuffed up and bent. it's been three weeks since notifying of the damaged item and no response, their most recent email on May10th said in 3-5 business days someone will reach out to me. NO ONE HAS REACHED OUT. Box is unsuitable to use again to ship back item. At this point Can you offer me a partial refund to just keep the damaged item. **** has made excuse after excuse as to why they need more time. This is completely unacceptable.

  Business Response

  Date: 06/01/2023

  We have sent this customer an email explaining that taping up the carton would allow *** to pick up the item but if he is not open to that resolution, we have offered a 15% discount ($30.00) to keep the item as is.

  Copy of email sent to the customer below:

  *******;
  
  When a carton is damaged as your photos indicate, normally a customer will tape up the damaged area to return the item in the same carton. A *** Store would also do this for you.
  However, since you've indicated you are open to a partial refund as compensation for the damage to the item, we can offer you a 15% discount ($30.00) to keep the item as-is. This would be more than enough to cover the cost of a can of spray paint to touch up the scratches on the hitch.
  Please let ** know whether this solution is acceptable.