Business Profile

New Auto Parts

NAPA Auto Parts Headquarters

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:04/10/2025
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 purchased 4 Bosch tpms sensors from **** that could not be programmed. I spent $130 on the sensors and another $100 to get them installed. Apparently you must have the special Bosch tool. WHICH NO ONE HAS AND **** DOES NOT EVEN STOCK.I went to at lease 15 tire shops and dealers. I called even more than that. I called napa tech support and went to the store on *********. *** the manager said that none of his customers even use ***** and there was nothing that he was willing to do except exchange them for the same sensors (Which they also do not stock). That means paying someone again to take the out. I asked why would they even sell a product that could not be programmed and made to work? He said that "I should have done my due diligence before I bought the sensors" and they would not refund my money because they had been installed.I lost $230 because **** refused to stand behind their product and or notify buyers this product can't be programmed with out the tool never again!
Business Response
Date: 06/02/2025
Hi Team,

We will review this complaint and reach our to the customer if necessary.

Thank you,
Customer Answer
Date: 06/02/2025

Complaint: 23185568

I am rejecting this response because:

They have only said that they would review the matter nothing more.
Sincerely,

**** *******

Business Response
Date: 06/04/2025
Mr. ******* was refunded the $130.19 for the sensors on 5/5/25 via Paypal.
Thank you,
NAPA Customer Support
Customer Answer
Date: 06/04/2025

Complaint: 23185568

I am rejecting this response because:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint.

I find it appalling that NAPA offered no apology nor compensations for the additional monies and pain and suffering caused by their faulty advertising.

But, what is worse of all is the atrocious comments made by the store manager on ********* in Florissant Mo.

And, to add insult to injury the fact that todate they still sell this part without a warning to future customers as to its proprietary requirements to make it work.

Sincerely,

**** *******
Initial Complaint
Date:04/09/2025
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.
We bought a starter from **** and it broke as soon as my husband installed it and tried to start his truck. We returned it and he upgraded it to a better one. This one broke also the exact same way. We tried to return this one and they wouldn't return or exchange it saying it was a 'truck issue not a starter issue and not their problem'. I contacted customer service, it has been 3 weeks now. They have photos of the broken starter, invoices, 2 videos of my husband's truck running with a different starter on it and the receipt from us purchasing a different one. They keep telling me ***** hours but this has been going on for over 3 weeks now, I just want our money returned.
Business Response
Date: 04/10/2025
We have reached out to the servicing NAPA store, and they have confirmed that the vehicle's engine was locked up at the time of installation and that is the reason for the damage to the parts. The parts were not defective.
Per the part warranty, the warranty is null & void if the part is prematurely worn out due to the malfunction of another electrical system or other component.
Thank you,
NAPA Customer Support
Customer Answer
Date: 04/10/2025

Complaint: 23184330

I am rejecting this response because:
The engine is not locked up, nor has it ever been. There is an amazon starter on the truck now that did not break once it was put on and started like the two from napa did.
It won't let me attach a video here but in the complaint made with napa I sent 2 different videos that show the truck running just fine.

Sincerely,

********* *****
Business Response
Date: 04/23/2025
hi Team,
We will be contacting the customer to discuss the decision made by our team.

thank you
Initial Complaint
Date:04/01/2025
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.
Over the past four months, I have contacted ******** and Napa on several occasions through their customer service channels, including phone calls, emails, and chat and in person. I have provided the correct address multiple times, yet their system continues to default to an incorrect location. This issue has caused significant inconvenience. ******** has been sending multiple drivers to our address each day to pick up items for Napa, and we are not Napa. This ongoing issue is costing my business a significant amount of time and money. Weve spent countless hours dealing with customer service, and after all that effort, the problem remains unresolved. The lack of accountability and failure to implement a simple correction is unacceptable and damaging to my business ************* clarify, Napa Auto Parts uses DoorDash to pick up and deliver auto parts. When Napa Auto Parts requests a pickup through DoorDash, DoorDash sends the driver to my office instead of directly to Napa. Napa says the problem is on DoorDash's side, and DoorDash has no clue. **** must either fix it in their system, compel DoorDash to fix it, or stop using DoorDash. **** has the power to make this happen.I am seeking the BBBs assistance in compelling Napp and ******** to take immediate action, issue a formal acknowledgment of their failure, and provide a resolution that ensures this problem does not persist. Their continued disregard for this issue demonstrates gross negligence, and I expect an urgent response.Thank you for your time and attention to this matter. I appreciate your help in holding **** and ******** accountable for their inadequate customer service and operational failures. Please keep me informed regarding any developments related to my complaint.Additionally, I am unable to determine which Napa or DoorDash listing on the BBB corresponds to the one servicing my area, so I am lodging a complaint with Napa headquarters.Sincerely,**** ******
Business Response
Date: 04/03/2025
We have reached out to Doordash and the required changes have been made to the database to ensure that address on file is correct. I have been in communication with Mr. ****** and kept him up to date on the progress made to resolve this issue.
Thank you,
NAPA Customer Support
Initial Complaint
Date:03/21/2025
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 received a $100 gift card from a son for Christmas. I used it on 2/27/25 to purchase $19.48 of goods from the **** store at ************************************************************************************. Invoice # ******. the card has a balance of more than $80. The card was damaged. I can read the 4 digit PIN ****** and have the last four account #s from the invoice**** 7850. The **** gift card assistance phone line is worthless. The asst ******* at the store tried to get a new card issued for the $80 balance - couldn't get anything to happen. Calls to the various gift card assistance numbers are not answered or redirected, or put on indefinite hold. This is unjust enrichment to ****. They must have a way to verify my assertions if I could talk to someone. I'd like my money restored with a new card.
Business Response
Date: 03/24/2025
We are sending a new gift card for $81.00 to the customer at the ****** address provided with this post.
The gift card will take ***** business days to arrive. If it is still not received after that time frame, please call **************.
Thank you,
NAPA Customer Support
Initial Complaint
Date:03/13/2025
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.
Please see the attached PDF for full details. Basically, **** shipped me products in containers not meant for shipping. The items got damaged. They sent me a replacement and that got damaged as well for the same reason. I sent all items back as soon as I got the **** I even packaged the returned items better than they did when they sent them to me new because I'm a good person. And they only gave me a partial refund. They have ignored all my attempts to contact them. They have the worst customer service I have ever had to deal with, and I work in I.T. so that says a lot. No one should be allowed to run a company like this, it is basically a scam.
Business Response
Date: 03/17/2025
Hi Team,

We are currently investigating why the customer was only given partial refund for this concern. we will update as soon as we received the result of investigation.

thank you,
Initial Complaint
Date:03/11/2025
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 was required to purchase Tire Chains in ************* because of a storm. They were NOT used and UNOPENED. It has caused a hardship because they were $150 that I. couldn't afford but had to buy just in case due to chain requirements. I DO NOT need tore chains I live in the desert. These are unopened and within the return policy. I was told I could not return them because online and store policies are different. I was not told they couldn't be returned. Nor was it pointed out on the receipt. I cannot put the chains on or know how and they are not used. I do not accept that! I have a right to return a product if it defective or doesn't fit. These chains were not even opened. I want a refund. I've been a loyal customer of **** and never had a return issue before nor returned an item. This return should be accepted.
Business Response
Date: 03/19/2025
hi Team,
Apologies for the late response. We are still reviewing this complaint. we will reach out to the customer if necessary.

thank you,
Initial Complaint
Date:03/04/2025
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.
Order# ******** Order was damaged in shipment. They lied that it was reshipped and are now ignoring me. Ordered 3 5 qt containers of oil for $56/container. I want what I paid for AND a refund, at this point. Both what I paid for and a refund since I was lied to that they reshipped it.
Business Response
Date: 03/05/2025
Hi Team,
We will be contacting the customer about this complaint.

thank you,
Initial Complaint
Date:02/19/2025
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 received a valid Napa gift card, with a verified balance of $100. When I went to my local store in **********, IL they said its an older gift card and they are unable to process. I called Napa customer service mutiple times. They transferred me to a 3rd party gift card company which is unable to assist. They company encouraged me to contact Napa and or their parent company. **** has $100 of money. Why do I have to chase down a way to process a valid gift card if **** decided to change their cash register system. I need a valid gift card please
Business Response
Date: 02/27/2025
Hi Team,
we have reached out to the customer regarding this complaint and we are waiting for their response. we will update once we hear from them.

thank you

Customer Answer
Date: 02/27/2025
**** did respond promptly. We have spoken and they plan to mail me the resolution. Waiting for that to arrive. Unresolved until then
Business Response
Date: 03/07/2025

Hello BBB Team,
We have already mailed him a replacement Gift Card of his $100.00, plus a $25.00 ********* for the inconvenience this may have caused him.

He should have received them by now or he will be receiving them by this week.
Thank you.
Customer Answer
Date: 03/07/2025

Complaint: 22961579

True Napa did send me the $100 but I have not yet received the extra $25 they was offered of which I didnt request.
this should remain open until everything they promised is delivered

Sincerely,

****** ******
Business Response
Date: 03/10/2025
Thank you for this update team.

We will check the status of the $25.00 ********* that was promised to him and update the customer.
Initial Complaint
Date:02/17/2025
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.
On Saturday, Feb 8th I attempted to use a NAPA gift card purchased in ***********, ** NAPA previously store for $200.00 on wiper blades. The store in *********, ** declined the card and said they could no longer take the "old style" gift cards because their systems had been upgraded and it had to have a QR code. They told me to submit a request for a new card at ****'s website. That was submitted and I was emailed back with the incident number listed below to call them directly to resolve. I called them on 2/14 at 4:40PM at ************** and was transferred to a secondary gift card company to address whom told me to go to a website ******************************* to make the request. That website doesn't exist. I called back customer service today, 2/17 at 1:40 PM and was transferred again to a company called Valuelink and after multiple transfers there they provided a claim #******** and then told me only NAPA could authorize a replacement. They verified the card was active and still have the $200.00 balance remaining. I called back NAPA at 2:10 and shared what they told me and that NAPA had to initiate. They told me the problem was I could only use gift cards at NAPA corporate owned stores and the store I purchased the card is not **** owned. I asked them to explain how a store was selling gift cards they couldn't redeem, and she said to drive to a store an hour away to use it instead or to go back to the store purchased and ask for it to be replaced. I shared I already had spoken to them by phone and that they were not able to replace gift cards. It doesn't make any sense that a NAPA store is selling gift cards you can't use at that store and only corporate stores, there is no way for a consumer to know which are which and it doesn't say that anywhere on the card nor does the card have an expiration date. All I am asking for is a replacement card that can be used at any NAPA store or a refund for the $200.00. I can provide the card number as needed.
Business Response
Date: 02/27/2025
Hi,
We have contacted the customer and are now in process of resolving this case.

Thank you,
Initial Complaint
Date:02/17/2025
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.
On 11 February I purchased a car battery on the Napa website, Part #: BAT 9848 for $277.99 + $18 core charge + tax for a total of $300.92. All car batteries include a core charge and the old battery needs to be brought in to get the core charge refunded. After installing the new battery I brought my old one to my local Napa store and the employees told me I needed to ship the 47.5 lbs battery to the ********** warehouse to get my core refund. This isn't mentioned on the battery page but is buried in terms elsewhere on the website. Shipping this much weight and hazardous used batteries with traces of acid is prohibitively expensive, $82 or more per ***** and **** and amounts to Napa claiming a battery core charge without any change of having to refund it. Because of this policy, old batteries are less likely to be recycled and will be improperly disposed of.
Business Response
Date: 03/05/2025

Hi BBB Team,
Our HQ offices have contacted the customer and left call back details.
Thank you.
Customer Answer
Date: 03/12/2025

Complaint: 22951174

I am rejecting this response because: Company called twice during business hours when I cannot answer. I called back leaving two messages but did not get a return call or email. If a reply depends on universal availability, people working in the *************** should just not shop at NAPA.

Sincerely,

***** ******
Business Response
Date: 03/13/2025
Hello Team,
We will reach out to the customer this weekend and assist in getting this case closed.
Thank you,
Customer Answer
Date: 03/17/2025

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.
They are addressing the error at the retail location and their website ambiguity to try and prevent future occurrences.

Sincerely,

***** ******

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NAPA Auto Parts Headquarters is NOT a BBB Accredited Business.