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

  1205 N 1st St Dixon, CA 95620

• 

  NAPA Auto Parts

  236 E. Cleveland Ave. Newark, DE 19711

• 

  NAPA Auto Parts

  17468 S Dupont Hwy Harrington, DE 19952

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: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.

• Initial Complaint

  Date:05/12/2023

  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.

  I would appreciate assistance in getting my billing issue with the Company resolved. At the end of last year my local Napa Store franchise, where we have a commercial account, was sold. Billing at that time transitioned to a new system and my account # changed, which I didnt pick up on, so some of my payments were not applied to my account. Eventually all payments were correctly applied, as evidenced on the 2/28/23 statement. The last monthly statement from the original company was 11/30/22, which showed a balance due of $44.87. All of a sudden, the 2/28/23 statement shows a past due amount from the original store of $117.27. I called the local store and was told I dont have an overdue balance with them. *** sent several emails and have made several phone calls trying to get this resolved.On my last phone call to the Genuine Parts Company billing **** I told the representative I dont have any invoices that support this new charge, and their online system doesnt either. I was told thats what the previous company told ** you owed so youll have to call the prior franchise owner and get hm to call and reverse it. That is ridiculous. *** never had contact with that individual and how does this fall on me. Coincidently, the 11/30/22 statement shows a credit for the exact amount in question of $117.27.Ive attached statements from 11/30/22- 2/28/23.

• Initial Complaint

  Date:05/08/2023

  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 am writing to submit a complaint about an experience I encountered at one of your stores and seek some sort of compensation for the grievances YOUR employee made me go through I also sent you an email with the incident # INC4214913. And it says that it "Resolved" and I never received any email or phone call about what was the resolution.This past Thursday I went to the store located at ******************************************************************************. The battery on my truck was at the end of its life and needed a replacement. When I went to the store, I was attended by *****. After going through all the choices, which were not really much, I settle for the **** 8478AAA. I paid $201 for the battery. ***** installed it on my truck and I went my merry way back home. Next day, May 5th, I used the truck all day long without any issues. On the 6th, which was two days after I purchased the battery, I drove to my construction site, did some work and when I tried to start the truck, it did not started. My wife came on her car, we tried to jump the vehicle, and it did not worked. My neighbor, who is a mechanic came on his vehicle, we tried to jumped with a 4 gauge jumper cables and it did not worked. Then one of my co-workers came on his 2022 **** F250 and only then the truck did started. I drove the truck to the nearest AutoZone and I had one of the guys test the system and see what the issue was because I did not thought that the battery could be an issue since it was brand new. After testing, the guy said that the battery was not holding charge and that might be bad. So I told the guy that I did not believe it because it was brand new. So I told the man to charge it and I came back three hours later to pick it up. After the three hours, I came back, the man said that it was charged, and when I put it in the truck, it did not started. Not a single click, no nothing. When the the employee came back, he tested it again and it was determined that the battery was bad. Because it was late, I could not bring it to the same store I purchased the battery. The next day, which was on Sunday the 7th of May, I brought the battery back to the store and I told ***** what happened. ***** was incredibly adamant that the battery was defective. His words were " I am in an impasse here, and I don't know what to do, my boss is not here and I just can't replace a $200 battery without testing it". So I explained to him again that my truck was sitting in a parking lot with construction equipment inside and ladders on top the vehicle roof and there were a lot of homeless folks in that particular area, so which one was worse. He then again questioned me about the battery being defective and instead he was insinuating that something else was bad besides a brand new battery. I him that I am not a qualified mechanic, that I told him the truth and that it was senseless for me to buy a $240 battery two days earlier to come back and returned. ***** said that I was implying that it their fault from the get-go. So I replied to him that I am very honest man, and if I wanted to imply something, I don't need to go around the bushes and I will said it very ******* clear without hesitation. I told him that my truck was sitting in a AutoZone parking lot since the day prior and if the truck was to be towed, I will pass them the bill because of the battery issue. So here Mr ***** did what Mr ***** thought was best. He replaced my $240 battery with a cheaper, lesser quality battery than the one I brought to the store. His excuse was that "that is the only one I have available". If I purchased a battery that I paid $201 plus the core, why he decided to give me a $187 one with much less capabilities? This is like you go to return a defective ******** **** and the dealer gives you a ****** Camry instead because that is all they got, and WITH A DIFFERENT MANUFACTURE DATE OF 11/22 when the battery I returned was dated 03/23 !!!!!!. I am attaching a copy of the receipts and also a copy of the bank withdraw. Because of this, now my trust in your business is fractured. So the point here is that I am very disappointed about how I was treated. I felt that I was disrespected in all shapes and forms. I am an ******** Combat Disabled Veteran, Not a liar or someone who takes advantages of someone else business policies. Moreover, I felt far more disrespected by given something completely different of lesser value and quality and to put in a paper what I know now is a lie. Is that your policies and procedures?.....if so, I want to know so I will ensure that I will never, nor any of my military friends will step inside of any of your stores again. Any questions you may have, feel free to contact me at my cell phone and I surely be more than happy to speak to one you folks.

  Business Response

  Date: 06/01/2023

  The Area Manager met him at the store on 5/11.  We gave him a brand new battery and refunded his initial purchase.  We also gave him coupons to come back to the store for future purchases.  He was very appreciative and asked ** why we were giving him essentially a free battery. We told him that we apologized for the experience and we want him to continue to be a NAPA customer.  He was satisfied with the outcome.  

  Thank you, 

  NAPA Customer Support

• Initial Complaint

  Date:04/28/2023

  Type:Delivery 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 ordered oil from the local Napa store for same day delivery. The order got cancelled and I was issued a refund. Nearly a month later Napa charges me for the order despite my confirmation of refund and cancellation. Very shady Order# ********

  Business Response

  Date: 05/09/2023

  We attempted to contact the customer but have been unsuccessful in reaching him.

  This order was not cancelled. It was a Deliver to Home order that the store outsourced delivery to DoorDash to complete. We have confirmation that the delivery was completed however DoorDash did not provide a picture proof of delivery so we cannot confirm that this was delivered to the correct address. We do not see anywhere in our system were a refund was ever issued and then recharged; only the original charge.

  At this time, we are completing a full refund for the customer that should reflect in his bank statement in 5-7 business days. Thank you. 

  NAPA Customer Support

• Initial Complaint

  Date:04/26/2023

  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.

  Went to **** in ocnomowoc **. The employees where racist A******* The first guy about 50s was rude we asked about a alternator part he a said how would I know very rudely. We kept asking questions then the very fat employee came out & said is that your Camero. Can u move it. It for parts guy. We moved it it wasn't labeled it was a normal parking lot we decided to leave. They treated us like s*** And we customers and we never been there before. I will never goto Napa again. Employees need training and learn how to do customer service

  Business Response

  Date: 04/28/2023

  We were able to connect with ******* last night and apologize for her experience at our independently owned NAPA location in **. We are sending ******* a gift card as an extension of our apology for her experience.

• Initial Complaint

  Date:04/23/2023

  Type:Delivery 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 placed an order online tried to ship to home but it was showing an extended delivery time. It was showing that the parts would be at a store the next day. I was off work and could make the drive that day. After placing the online order for next day pick up, I drove to the store to find out the parts didnt make it that day. I had to wait a week to pickup the parts due to limited hours of the store. It was two brake rotors and a set of brake pads. I installed the driver side rotor and pads just fine. However, when I got to the passenger side and opened up the box for the rotor it looked like it had been out of the box before. The part hasnt been used, but was out of the box before as there is fingerprints from brake dust on the rotor. And I noticed it looked a little different than the other rotor. I tried to install it but it wouldnt fit. I noticed there was a part number stamped on the face of the rotor. Upon researching that part number this rotor is for a ***** and I am working on a **** The part number on the rotor is different than the part number on the box. And the box part number matches the driver side box part number that fit. It appears somehow the wrong rotor got in the right box. I thought it would be a simple fix. I called in to the online support and requested an exchange. The lady that I spoke to said she could only deal with online orders. And since I picked it up from a store, its not an online order even though the order was placed online. She told me to carry it back to the store for an exchange. I told her the store did not carry that part and was there anyway for them to ship a replacement to the store so I could return this one and pick up the new part. She told me that I would have to return this rotor to the store. Wait for them to issue the money back to my card then re-order online and drive back to the store again to pickup the part. The store is an hour and half from me each way. I have missed two days of work because of this.

  Business Response

  Date: 04/27/2023

  We have shipped out a replacement rotor.

  Order #28336813

  Tracking ID: 1Z3241050302019426 
  Sent via UPS

  Delivery address:

  Jared *****
  **************************************************************************************;37380
  

• Initial Complaint

  Date:04/14/2023

  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.

  We bought a set of brake pads for my son's ******* Sonata last year bit didn't get a chance to put them on until this past weekend when his brakes started squeaking. On Sunday, we took off the old brakes and opened the Napa brakes and they were too big for the car. We then had to go to Autozone and get the correct brakes since Napa was closed Sunday. Today I took the Napa ones in to the Napa store and they couldn't find a record of the transaction *** wouldn't give us a refund. He said the brakes we had were not for the car we had which we knew already. I asked why did they give us the wrong ones? I realized they weren't going to do anything for me so I wrote a review and it came back that they wouldn't publish it. All I did was tell about my experience. I won't buy from a store that doesn't know how to treat customers with respect. I am out $55 because they gave me the wrong parts and wouldn't make it right.Today

  Business Response

  Date: 04/24/2023

  Our ************* team spoke with ****************** last week and we have issued a $50 gift card to cover the cost of the wrong parts being sold. 

  Thank you, 

  NAPA ************* 

  Customer Answer

  Date: 04/24/2023

   
  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.
  I am awaiting the gift card as promised.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/13/2023

  Type:Delivery 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 Craftsman ****** battery booster/charger.This item was received around 03/29/2023. This product is defective doesn't work, also a fire hazard. Causes all the lights in the house & building to flicker.Called Napa Auto Parts customer/return service **** 800 number. The person we spoke to said we would receive an email within one or two days with an RSG return number. And a day or so later we would receive a return shipping label with a tracking number.It has been over a week ************* except an email wanting us to rate the product for a ****** review.We have sent a fax to Napa Auto Parts HQ and emailed one of Napa Auto Parts managers. But still haven't Heard from anyone. The order number for the item is ********

  Business Response

  Date: 04/14/2023

  We have been in touch with ******************* regarding her order and request to return. ******************* called into our support line on April 6th, 2023 and a return shipping label was generated that same day as shown in the screenshot attached.

  The issue appears to be that the shipping label is not successfully delivering to *********************** inbox. On 4/13/23, one of our Customer Support managers called and spoke with ***** and spent time walking her through what to look for in the email, where it should be located, etc and they could not successfully locate the email. Multiple additional return requests were generated but ******************* confirmed each time that she is not receiving them.

  As an alternate solution, we have scheduled a *** *************** to pick the product up from *******************. We are closely monitoring this tracking ID to ensure movement. If we do not see movement, we will take another route of mailing ******************* a label and having her ship the product back.

  We send hundreds of *** shipping labels from our department and at this time, we have no other open customer incidents involving complaints of the delivery of the *** shipping labels. We believe that this is unfortunately an isolated event but intend to work closely with ******************* until she successfully can have the product returned and her full payment amount is refunded to her.

  I have also shared the details of the product defect with our category management team for them to discuss with our vendor. We are very thankful for the customer bringing this to our attention.

  The manager working this incident is Germare "Gem" Balansag. Her direct email is *************************** Gem & ******************* have been in contact and ******************* can reach out to her directly at any time if there are furthered concerns of the *** return label or other incident related questions.

   

• Initial Complaint

  Date:04/11/2023

  Type:Delivery 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.

  Ordered On : Apr 08,2023 Order #******** I placed this order on 4/8/23. When I placed the order I immediately contacted **** to do a cancellation do to the wrong part number typed in. Issues: 1. **** of timely **************** 2. No direct number to talk to someone; the prompts are designed in a way to make you hang up and try to use the website which does not give cancellation option. Why is there not a cancel button like, **************** Autozone, Advanceauto etc.. This is unacceptable. You don't force people into your product by not having a cancelation policy! This will cause you many complaints and YOU know exactly what your doing as a Business. its 2023 so get with the program NAPA! or go Chapter 7 like your about to do.......3. Outdated website functions 4. Horrible customer service when you FINALY get a hold of a customer care rep. **** of understand, lack of English spoken skills, a major let down NAPA!5. Called in was told it would be cancelled and it shipped anyway charging my card!SEE; this is the reason companies go Chapter 7. Look at the waste of money on the shipping cost to only pay to have ,it returned. This will cause NAPA to go bankrupt. All these expenses with NO sold product. All because you have NO cancellation process that works! This is going to result in major shipping charges for returned orders. REAL ignorant from my perspective! NAPA needs to fire whoever is over this process; costing NAPA $$$$$$ do to no cancel button! I will also be leaving 100's of NEGATIVE reviews for my experience with "ALL" online websites!Now I am out of $230 dollars until who knows! THIS IS UNACCEPTABLE NAPA! I will get recourse!

  Business Response

  Date: 04/12/2023

  ****************** order was placed for same day shipping. The order was already transmitted to the processing ******************* and was unable to be intercepted for cancellation. We immediately put in an order to stop the delivery of the product and reroute it back to the *******************. ****************** refund was processed within 24 hours of his request. Confirmation details below. 

  PayPal Express Checkout Refund
  6812236094486047803044
  161.77 USD Apr 11 2023 02:33:29 PM GMT TRANSMITTED 100
  
  PayPal Express Checkout Refund
  6812235915276253103294
  64.70 USD Apr 11 2023 02:33:11 PM GMT TRANSMITTED 100

  As a goodwill gesture, we also sent ************** a $25 gift card for his inconvenience. 

  ****************** additional complaints have been noted. 

  Thank you, 

  NAPA Customer Support

  Customer Answer

  Date: 04/12/2023

   
  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:04/09/2023

  Type:Product 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.

  I bought a tonneau cover online that did not quite fit my truck. It was supposed to be for my truck but my tailgate wouldn't close and the cover latch wouldn't catch so it would stay down. I pressed hard enough that I was pushing clamps off of the side of my truck. It clearly didn't fit my truck and wasn't lining up I have been exchanging emails since March 19th and still have not been able to return this product. They have made excuse after excuse as to why they need more information to process my return. This is completely unacceptable. I just want to send this back and get my money back. Order #acc1438849

  Business Response

  Date: 04/11/2023

  Good Morning,  

  In response to this complaint, I have received confirmation that the customer's request to return is being processed. We are waiting on a return slip from the manufacturer and then the customer will receive a return shipping label and return instructions.

  We have asked that the ****************** expedite this processing. 

  Thank you, 

  NAPA Customer Service

  Customer Answer

  Date: 04/11/2023

   
  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,
  
  *******************