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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

    • 141 total complaints in the last 3 years.
    • 48 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/20/2024

      Type:Sales and Advertising 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.
      **** order # ******** Driving through ********** AL my truck broke down. I was close to the **** store. I called to check the availability of the parts I needed, per the store the parts were in stock and if I ordered online and paid with a credit card they would deliver the parts. I placed the order & called the store to let them know the order was placed and paid for. The store said they would look for the order. After awhile the store called me back to say they had not received the order, during this conversation it was said I ordered the parts to ship and should have ordered for in-store pick up. With the help of the store I was able to get the parts and paid cash for these parts. The store was a great help and should be commended. The problem is online ordering and the nonexistent online customer service. After hearing there was a difference between the store delivering and online delivery I immediately contacted customer service. Per customer service, they would send an email to distribution and try to cancel order, they also said if the order tried to ship they could head it off with *** and if it shipped they would try to intercept the order. I contacted customer service the next day when I received notice this order was about to ship and was told they already sent and email to cancel the order and they had no other way to communicate with distribution. I asked for the distribution center contact info, customer service said they didn't have contact info. It was clear that customer service had no intention of doing anything other than send an email. I asked about their offer to intercept and stop shipment through *** - It was clear again they were not going to make an effort. My last call to them the phone connection was poor to the point the call was disconnected. I called several times to alert them there was time to head this off, cancel and refund my credit card and that I had already purchased the parts. They just said the had sent an email 3 days ago.

      Business Response

      Date: 06/24/2024

      Our **************** team did partner with *** to intercept and stop shipment. We have confirmed that this was successful, and the customer's card used for purchase has been refunded the full amount of $171.97. Depending on the customer's bank/card provider, this could take 3-5 business days to reflect on his statement. 

      Thank you, 

      NAPA Customer Support

      Customer Answer

      Date: 06/25/2024

       
      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. Thanks for your help BBB.

      Sincerely,

      *************************
    • Initial Complaint

      Date:06/14/2024

      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.
      Hello,on June 12 2024 we had flat tire at our ****** and visited **************** on : ****************************************, convenient in our way. Tha mechanic said he solved the problem asking ( no invoice, no warranty ) $ 55 CAD cash, but next day the flay was there again at the same wheel ( rear, **** side ). We drove the car 1.5 km home , very close. My wife took a work day off bein to late .Please refund $ 55 CAD , it is our asking. We fixed the car at another service.Thank ********************************************* *******, **********.

      Business Response

      Date: 06/18/2024

      Our NAPA Canada team has contacted the customer and resolved the issue. 

      Thank you, 

      NAPA US Customer Support  

    • Initial Complaint

      Date:06/06/2024

      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.
      Purchased a product online solely based on the listed fact it had a lifetime warranty. I have issues, contacted support and was told the MANUFACTURER denied my claim. I did not buy the item from the MANUFACTURER, I purchased from NAPA. I have been a NAPA customer for over 50 years. NAPA needs to change your website, or address my issue, or give me a refund. I have attempted to contact several corp officers, but none will return my email or phone call.

      Business Response

      Date: 06/10/2024

      NAPA Auto Parts distributes manufacturer's warranties upon purchasing parts from any of our NAPA stores or our NAPA Online website however NAPA Auto Parts does not create or decide warranties on behalf of our manufacturers. We are not authorized to modify a manufacturer's warranty in any way, as stated in the warranty itself. 

      We only see one order for **************** which was placed in October of 2022 for brake caliper hardware, which comes with a limited lifetime warranty. We have attached the warranty here for reference.

      If this submission is regarding a different order, we ask that **************** provide additional details so we can further assist.

      Thank you,

      NAPA Customer Support

      Customer Answer

      Date: 06/10/2024

       
      Complaint: 21812821
      Let me start by stating Im highly offended that you think Im female!   How dare you gender group me based solely on my first name.  You need to take a communications class.

      I am rejecting this response because:
      Im attaching screen shots of YOUR website and the product I purchased ONLINE from NAPA!   Clearly you state lifetime warranty.  No where does it indicate, warrantied only if our supplier agrees with the issue!

      ACC1662346


      Sincerely,

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

      Business Response

      Date: 06/12/2024

      The order in question was different from the order that we referenced, which had a limited lifetime warranty. Once the customer provided the part number in question, we pulled in the correct customer service team and they reached out to the customer directly. A full refund has been issued. 

      Customer Answer

      Date: 06/12/2024

       
      Complaint: 21812821

      I am rejecting this response because:

      i have not been contacted about a refund, not have I received any emails indicating a credit/refund from my method of payment. 

      Sincerely,

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

      Business Response

      Date: 06/14/2024

      The following response was sent to the customer on Wednesday 6/12/24. We have closed out this ticket.

      ****;

      I have received your comments on your Better Business Bureau complaint and have reviewed the issue you are having with your Smartliner Maxliner Floor Liners.

      You are absolutely correct in that the Lifetime Warranty is offered by NAPA and not the manufacturer of the product.  Our agent erred in overlooking the warranty initially, but we fully intend to stand by our promise.

      A full refund has been authorized and will be issued shortly.  You may keep the floor liners, or dispose of them at your discretion.

      I apologize for our handling of your warranty request and hope you will continue to consider NAPA for your automotive needs.

      If the customer needs further assistance, we ask that they contact customer support directly at **************.

      Thank you, 

      NAPA Customer Support

    • Initial Complaint

      Date:06/05/2024

      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.
      Had order ********. Order was delivered on May 30th. I immediately noticed one of the parts was not included even though it said it was. Have been calling customer service almost daily and keep getting to run around that they don't have an update from the warehouse. I haven't been able to change my brakes and it's becoming a hazard because I don't have money to buy another one locally while this gets sorted. Incident number is *******

      Business Response

      Date: 06/10/2024

      The missing part from the customer's order was delivered at 7am EST on 6/10/24.

      Thank you, 

      NAPA Customer Support

    • Initial Complaint

      Date:05/15/2024

      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.
      Ordered online Apr 25,2024 and my order is #********. I was sent the wrong parts nothing fit my car. Also I noticed some of the parts I was sent did not match the part numbers of my order, they were different and did not fit for car. I tried to go in store to a location that stated it took online returns, the employee was extremely rude I had to repeat myself over 5 times that I was sent the wrong parts. He would not do an exchange for the right parts saying I would have to pay extra or ship the parts to napaonline to be refunded. I showed him my online ordered showed him the parts were different and he said he wouldn't help me. This location was ***************************************** *********, ********. I would like to be refunded this has caused me to waste time and money. I put in all the correct parameters for my vehicle and was sent the parts this is not my fault it is the companies and I would like them to fix it with a refund.

      Business Response

      Date: 05/17/2024

      We apologize that **************** order was incorrect. A member of our customer service team will reach out to **************** directly to begin the return & refund process.

      Thank you, 

      NAPA Customer Support

      Customer Answer

      Date: 05/17/2024

       
      Complaint: 21713772

      I am rejecting this response because: I have already tried to return the parts and was turned away by the store employee. I want to be fully refunded and you can deduct the money from the employee that turned me away. I am not wasting any more of my time to return these parts. Shipping them back is not an option unless you are going to provide a box as the parts were shipped to me without anything to protect them, they were just 5 individual parts each with its own shipping label, and the rotors were falling out of their packaging on arrival. There is no way I can ship the rotors. I am amazed that they were sent to me so poorly. This has been the worst experience I have ever had buying car parts your company is a joke. I went to orileys and got the right parts fisrt time in and they were better quality and cheaper. I will never give napa my business ever again.

      Sincerely,

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

      Business Response

      Date: 05/21/2024

      **************** has sent back 3 of the parts from his order via **** We received confirmation that the return has been initiated and his refund of $141.34 was processed today, 5/21/24 back to his original form of payment.

      Thank you, 

      NAPA Customer Support

    • Initial Complaint

      Date:05/09/2024

      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 tried to return a return our item. They refuse to return the item because the seal was broken, but they sold it to me with it open.

      Business Response

      Date: 05/17/2024

      Thank you for sharing this feedback with us. The ********, ** is an independently owned location that NAPA does not have managing authority over. All return decisions are handled by the ownership of this location. We have shared your experience with the local leadership.

      Thank you, 

      NAPA Customer Support

    • Initial Complaint

      Date:05/09/2024

      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.
      December 11th 2023 Amount paid $ ****** I placed an order from Napa and only received 2 parts from my entire order which totals only $ ***** , NAPA CS were informed in a timely manner but no support was given and when contacting *** they said shipper needs to file a claim not the client

      Business Response

      Date: 05/10/2024

      We have made multiple contact attempts to ******************** which have all been unsuccessful. We have verified all of our phone records and have no such record on file that ******************** contacted us back in December of 2023 from the phone number that she provided. If she called in from a different number, that has not been provided to us to be able to verify. 

      We have sent multiple emails to ********************, all of which are met with no response. We have attempted to contact the phone number that was provided, only to find it is not currently in service. We have asked her to verify her phone number for us via email; she does not respond. 

      We can longer track these items via *** since we are outside of the 90-day window. Without ************************ cooperation and timely response - we cannot offer further assistance. 

      Customer Answer

      Date: 05/10/2024

       
      Complaint: 21688018

      I am rejecting this response because:

      I replied to the emails from the business promptly but the format the emails come in is little confusing and It doesn't show most recent emails , within the last email the business asked me which items I recieved and I did Accordingly confim so with them and they asked me if I prefer a refund or not and I said yes ; then within few hours they replied back to say we cannot issue you a refund.

      The whole experience was confusing & unpleasnt and I never got the majority of my order


      Sincerely,

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

      Business Response

      Date: 05/21/2024

      As previously stated, we have no record of the customer calling back in December and she has failed to provide us with additional and/or accurate contact information to further dig into this. Since 90+ days has passed, *** can no longer complete an investigation of the missing shipment which is necessary in this case to issue a refund. We consider this matter closed due to the time lapsed. 

      Thank you, 

      NAPA Customer Support

    • Initial Complaint

      Date:05/04/2024

      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 took my vehicle to the napa auto care center (Tamiami AutoCare - *************************************************************) for an AC condenser replacement. Overall my car was there for over 50 calander days of 2023 between july 1 and December 1. during that time, they left my car on the lift with the doors open and lowered it, resulting in damage to both front doors. ultimately they were replaced with second hard parts and poorly painted to match. picture included. over the times i brought it back still for the original job plus the new doors windows not working and a few other problems all stemming from the work the shop performed, i mentioned issues with the new windows several times. the front left window regulator finally broke. napa is supposed to warranty all work done for two years. they replaced my door with a faulty door, didnt listen to complaints, and now it is broken. *******, the owner, had ample chances to fix this. I had a napa HQ complaint open also, #INC4768881, but it was not taken seriously. now i am ready to **** *******'s shop takes days to even help, and do not return my calls, after breaking and causing so much harm to my vehicle. the interior plastic trim is also broken in several spots due to their failure to use proper methods of removing for work. overall, including the doors, my vehicle has suffered several thousand in damage, and in the state of *******, by law, I am supposed to be furnished with a copy of everything done to my vehicle. *******, in text, has told me about what has happened, but has failed repeatedly to provide a report or give documentation on everything done to my vehicle. Plan to seek damages of $10,000 which is the national average price of $6,190 for a 2009 Dodge Nitro SLT, and $3,810 in punitive damages.I have included a picture copy of the door without the regulator panel which is obviously not the factory door, and my journal of events in a text file.

      Business Response

      Date: 05/09/2024

      Attached is a copy of our Peace of Mind (POM) Warranty. It can be found under the WHAT IS NOT COVERED BY THIS WARRANTY section that this warranty does not in any way include incidental or consequential damages (additional expenses which you may incur as the result of faulty repair or service). 

      The *********************** located in *****, ** (as well as all NAPA AutoCare Centers) is independently owned. NAPA Auto Parts does not have any managing authority over this location and all service related issues must be handled directly with the shop owner.

      We have shared this experience with the AutoCare and have asked that they work with the complainant to resolve the matter.

      Thank you, 

      NAPA Customer Supper

    • Initial Complaint

      Date:04/24/2024

      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 rear routers, pads, calipers, and emergency brake parts for a ****** Pathfinder. I had someone that just finished school and wanted the experience of doing brake jobs on other vehicles. He tossed one of the boxes in the bin and it was recycled. I think it's unbelievable that NAPA makes the brakes and then charges you the $70.00 core charge and keeps it if you don't have the box. I will never shop at **** again.

      Business Response

      Date: 04/25/2024

      ****************, 

      Please provide the address/city/state of the **** store you purchased from/attempted the core return at so we may follow up.

      Thank you, 

      **** Customer Support

    • Initial Complaint

      Date:04/12/2024

      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 was denied a refund, or exchange when I returned Order #******** to **** store # ********* on April 11, 2024 for what appears to wrong part numbers for my vehicle. I originally purchased online 04/09/2024 and after for pickup in store these brake parts . I took the parts back in on 04/11/2024 and the clerk confirmed they gave me the wrong parts for my ****** So I told them at the store to give me the correct parts since they have in stock. They told me. I need the physical credit credit card used online before they could refund and then turn around and charge for the corrected parts separately. I attempted to explain to the **** clerk on 04/11 that I had did not have the physical credit card use on line with me as I was hoping to exchange for the right parts as this was ****'s error. They had my vehicle model and gave me wrong part. I called the online people and they confirm the the parts were returned to the store. I ask for a credit so I can get the correct parts and they refuse. They claim that since I picked the parts they cannot give me credit even though they knew I returned the parts to the store in its original condition and in the boxes. . I do not have the vehicle to get to the store because the vehicle is not repaired. I explain this also to them on the phone at the store but they continued to claim they cannot help me unless I return physically to the store. So between the **** Online people and those at the above store, I don't I am now seeking a full refund to my credit card form ****. I no longer feel this company offer good customer service have the ********************** and I don't have the refund to my card. I cannot use the the vehicle.

      Business Response

      Date: 04/15/2024

      We were able to connect with **************** and provided him with a full refund back to his original payment method. 

      Thank you, 

      NAPA Customer Support

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