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

  1205 N 1st St Dixon, CA 95620

• 

  Napa Auto Parts

  1019 West Dekalb Street Camden, SC 29020

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:03/24/2024

  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.

  I was denied a refund, or exchange by the ************, ******* NAPA store for what appears to be a bad battery. I originally purchased a AAA battery on 02/13/2024 and after my vehicle didn't start and after checking my fuses and using a multimeter I determined the fault was with the battery. I took the battery back in on 03/02/2024 and the clerk confirmed the battery was bad and exchanged the battery for another of its kind. On 03/19/2024 I took this new battery back in because my vehicle did not start and a different clerk with a poor attitude (5:30 PM est) seemed to take offense, came out to my vehicle and check the battery and said it was good and he could not exchange it. He accused that if I had jump started the vehicle for weeks and that this would have killed a cell and that because it was installed they could not exchange it. I told him I only just then jump started it. I then went to Autozone and they said the charge had dropped in two test from 12.7 to 12.5 with the vehicle off. Both places confirmed the alternator was good. Autozone suggested i remove the battery from the vehicle and test it occassionally and it should hold a charge. I did so. The charge on the battery continued to drop but appeared to stabalize at about 12.2. My internet search indicated that this could happen and the battery still be bad because it was not under any load. I called the manager the next day and he basically repeated what the clerk had said that they couldn't exchange or return the battery if it showed good. The core battery I exchanged for this one lasted over a year and so I knew there wasn't anything "draining" the battery as suggested. Again, the internet stated a battery can show good until put under a load. I attempted to explain to the NAPA clerk on 03/19 that I had just driven the van so of course it will show a charge. I am forced to purchase a new battery and it will most likely confirm my findings. Once confirmed I want a full refund of this NAPA battery.

  Business Response

  Date: 03/25/2024

  Thank you for making us aware of your experience at the ************, IN NAPA store. This NAPA location is locally owned and operated. We have shared the details of your experience with the store owner to address with the team directly. Your contact information has also been shared and the owner will reach out to you directly if needed.

  Thank you, 

  NAPA Customer Support

• Initial Complaint

  Date:03/20/2024

  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 placed on online order for 1 item Sunday evening at 9:45PM, the item was listed priced $7.46 and showed free shipping to store and free shipping to my address so i selected my address. I entered all the other prevalent information then my payment information, as soon as i hit complete, I saw the cost more than double which was due to them adding shipping cost which was more than the item. I called at 8am on Monday when they opened to notify them and since the rep said there is nothing he can do I told him to cancel the order. They shipped it anyway and I called again on Wednesday 3/20 and again was told i had to pay shipping even with proof that the site says free shipping. As this was paid with paypal directly out of my bank account I unable to dispute the charge. They would only offer to refund the price of the item and not the total cost. This is false advertising as even on the ****** search it said free shipping which is what enticed me to complete the purchase on their site. I should not have been charged the extra $10.89 of which they also had the nerve to charge tax on the shipping cost.

  Business Response

  Date: 03/25/2024

  The free shipping on NAPA Online applies to all orders over $35 which is included in our messaging on NAPA Online (see attachment). A member of our ************* team will reach out to ************** separately as a goodwill gesture since the messaging caused confusion on his ordering process.

  Thank you, 

  NAPA Customer Support

  Customer Answer

  Date: 03/25/2024

  This is great that they are able to a search on their site to find the Free shipping policy but it does not change the fact that at the time of purchase Free shipping to my home was offered. I'm making a simple online purchase not researching their history or business practices before I make a purchase.  If that were not the case I would have opted to have it shipped to counter and picked it up from the store instead.  I would never pay more for shipping than the product is worth, again this is just plain out false advertising and a deceptive business practice on their part to get customers to complete the purchase. 

  Business Response

  Date: 03/26/2024

  Please note that our "free shipping on orders over $35" is additionally placed on all product pages. I have attached a screenshot of where this message would have additionally displayed when ************** shopped item #CMMT14119. This information is not hidden from our customers but displayed in multiple customer touchpoints throughout their NAPA Online experience. We apologize if this messaging was overlooked at the time of purchase but it does not fall into a category of false advertising. 

  Thank you, 

  NAPA Customer Support 

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21463125
  
  I am rejecting this response because: They have altered the display to add the $35 min, on the original screenshots I provided it does not show any minimum.  Again this is 100% false advertising.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/28/2024

  If you search for the ************* Filter Wrench that ************** purchased on NAPA Online today, you will see the messaging that appears in the screenshot previously sent. This image cannot be altered if it is what is showing on our website.  As I previously stated, the messaging also appears in multiple other locations on our website, including the check-out screen that ************** visited to complete his purchase. We have the ability to run a ********* review on ****************** visit to our page and we are able to pull exact screenshots from his order process, which he would have also seen as he completed his order. I have attached the screenshot (concealing his mailing address) he would have viewed prior to submitting his order where, again, the shipping price is clearly stated as $9.99.

  At no time was the message that free shipping only applies to orders over $35 hidden or altered from view to **************. Additionally, we have already sent a $20 gift card to ************** for the inconvenience and confusion this has caused, which he accepted. Screenshot of his acceptance as well as proof of sending the gift card is attached. Please consider this issue resolved as the business does. 

  Thank you, 

  NAPA Customer Support

   

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21463125
  
  I am rejecting this response because: they can present or alter any part of their website but they can't alter the screenshot I took at time of purchase of which neither show a $35 minimum purchase required, they show free shipping.  They are covering their tracks and not taking ownership for an error they made but pushing it onto the the consumer in charges we can't control.  I'm not going to lose any sleepover this but will post my review and experience with Napa on every website and forum possible and will never purchase anything again from this company. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/18/2024

  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.

  I ordered several parts which 1 of them being motor oil I received the order and they sent me transmission oil After at least 8 to 10 calls 4 days later still no motor oil. The people who work in customer first of all can barely speak English and don't know what they are doing I would never order from Napa online again ********************* order ********

  Business Response

  Date: 03/19/2024

  This item has already shipped and should arrive to Mr. Policht by end of day today, 03/19/24.

  Thank you, 

  NAPA Customer Support 

  Customer Answer

  Date: 03/19/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/14/2024

  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.

  Bait and switch listing or just plain false advertising. Shows 80 wipes for price but after waiting for ship to store item showed up as one wipe for price. Store didnt care, was lied to thru Napa 1800 number and never got a call back. Listing is obviously for 80 and other reviews for item show I am not the only person tricked. Where is Napas integrity, or at least after wasting 45 minutes of my time make it right for me as a customer.

  Business Response

  Date: 03/15/2024

  We apologize that the pricing listed for NCB.6380, the GoJo Hand and Surface Scrubbing Towels caused confusion on our NAPA website. After reviewing the site, we can confirm that the price is displayed at $0.79/each, not $0.79 total. Additionally, we have a disclaimer on the site that states, Prices may vary from store to store and online. NAPA is not responsible for the errors or omissions in pricing and quantity

  We understand this experience can be frustrating. As a goodwill gesture, we would like to send you 160 wipes, or the equivalence of two boxes, free of charge.
  
  If you like for us to ship these to your home, please provide your mailing address and we will ship these out as soon as possible. 

  Thank you, 

  NAPA Customer Support 

• Initial Complaint

  Date:02/25/2024

  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.

  3pm on a Saturday I pay for an Uber since everything says the store is open and I desperately need power steering fluid. Doors locked, nobody will come to the door. Nobody left a note saying when they would return, only numerous signs insisting they were open and will be for three more hours. Called their 800 number to get even more disappointed. Im told well they dont update the website so thered be no way for them to let customers know if they closed early. I asked if its their policy to abandon their storefront and is there a rule about making sure not to leave a note saying sorry, be back .. etc? He said theres nothing they can do for you. I asked if hes concerned about the employees, or he cut me off saying SIR, AGAIN, WE CANNOT HELP YOU now have a great day. Click.

  Business Response

  Date: 02/27/2024

  Hello ******,

  We sincerely apologize for the inconvenience this has caused you. Can you please provide us with the location of this store so we can look into this further?

  Thank you,

  NAPA Customer Support

  Customer Answer

  Date: 02/27/2024

  This was the store on **************** in ********** **.  

  Business Response

  Date: 03/04/2024

   

  Hello ******,

  We have 2 stores on **************** in **********. I've attached the locations. Which location did you go? There is a *********** and ***********. We will forward this complaint to the sales manager so we can resolve the issue.

  Thank you,

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair 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.

  ISSUE: Napa has not responded to my warranty claim for faulty brake rotors and has failed to uphold its warranty. Secondly, it provides an out of service phone number on its warranty legal documentation.DETAILS:I ordered two NAPA Adaptive Coated Brake Rotors (order#: ********, part#: UP_880072CR) at a cost of $104.99 each [$209.98 total] and had them professionally installed on my front tires by my mechanic on October 16 2023. Less than 1K miles later, these brakes started to warp and wear unevenly, and so already need replacement. This has been confirmed and documented by my mechanic.I submitted a written claim on Jan 17 2024 via Napa's customer service portal (after many hours trying to resolve the issue over the phone). In response, Napa Genuine Auto Parts sent a generic template email, requesting documentation of the brake rotors and stating that my claim is covered by a "return for replacement" warranty.I have submitted the documentation three times and sent a total of five emails to their correspondent ************************* ************************** I have also called the office number for Genuine Parts Company and left voicemails. The only communication I have received is the same formula email three times with no acknowledgement of my prior correspondence.NOTE: The warranty sheet for the product in my claim has an out of service phone number provided in the contact information: ************************ See: *************************************************************************?$PDF$

• Initial Complaint

  Date:02/20/2024

  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.

  Went to your store in ******* ** today, and couldn't find a parking space. I knew the Bingo hall sharing the building was allowing their customers to park in spaces clearly marked in colored ************ only. I feel sorry for store staff, they don't have someone to marshal the parking lot.

  Business Response

  Date: 02/20/2024

  **********************, 

  Thank you for bringing this to our attention. We have shared this with the local leadership to address.

  Thank you, 

  NAPA Customer Support 

• Initial Complaint

  Date:02/19/2024

  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 a thermostat for 100k maintenance on my 2016 ram 3500 with the Cummins diesel motor. My truck started to overheat. Had it towed to dealership and learned the thermostat didnt have same mechanical movement as Cummins thermostat. 30 year diesel mechanic showed me the difference of thermostat. ******* also told me the thermostats are different and dont work the same or seat the same in the head of motor. Napa store I purchased from was supposed to investigate and speak to dealership. They did nothing. After following up several weeks later they sent me to ******** store where I live to deal with it. They were confused on why I was sent there. They tried to help. Weeks later I finally called corporate number and got some help. They opened a case for me. I was specifically told that the ****** regional manager was going to contact me to investigate my claim. I was never contacted by anyone. After a few weeks I called back in to get an update. I was told my claim was denied. Denied without anyone ever looking into this. I was told who denied the claim and told to contact them. I was told they no longer work for the company. I called back again and was told they would escalate my complaint and someone would contact me within 48 hours. Again after a week I have not heard a word. This thermostat caused my head gasket to fail causing approximately $6,000 worth of damage.

  Business Response

  Date: 02/20/2024

  ********************, 

  Please provide original receipt from purchase and diagnosis results from a certified mechanic. Once received, we will review and be in touch. 

  Thank you, 

  NAPA Customer Support 

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21313068
  
  I am rejecting this response because:
  Napa has original receipt.  I gave it to them after the incident.  I have indecent number. INC5357727.  Which shows lack of help from ******* Napa and them sending me to my local Napa store.  I have been told by Dodge dealership in ************ ******** that it was the wrong thermostat and explained to me why it failed. I do not have written anything from them besides work done t fix the problem.  Napa representative on several occasions said they were going to contact the dealership so they could verify my claim that thermostat being the issue.   On both occasions **** did not so any investigations.   I have been lied to and had my time wasted for months now because **** doesnt do what they say they will do. So I dont feel like Im supposed to be the one running around investigating for Napa.   If you would like me to devote more of my time to this issue then please ASK me to go do it.   But it seems to me that whoever responded to this isnt aware of **** already acknowledging me purchasing part and where.   
  Sincerely,
  
  *************************

  Business Response

  Date: 02/28/2024

  Based on the details provided we attempted to contact the Dodge Dealership in ************, located off of *************. Per our conversation with the repair center, they do not have any record of repairs done for a *************************. At this time, we will ask that you please provide your original purchase receipt and the repair bill details. Once received, we will review and be in touch. 

  Customer Answer

  Date: 03/02/2024

   
  Complaint: 21313068
  
  I am rejecting this response because:
  I have an email from ******************************* saying they found wrong thermostat in my truck which is the Napa thermostat.  I also have invoices from Cummins for the correct thermostat I purchased.  I also have invoices with my name from *******************************.  So I find it very troubling that **** is saying theres no record of me there when I have been there numerous times with two different vehicles.  This looks like same treatment I got for original claim when they wouldnt investigate.  Then when I complained to corporate they said thered be an investigation and Id be contacted, that also didnt happen.  Now this time theres no record of me.   I say Napa didnt contact dodge dealership.   They have told me that there has been no contact previously or currently about my claim.  There staff is all aware of this and was looking for contact that never came.   I have tried 5 times to upload pictures of email and invoices.   It will not let me send anything.   Please give me different way to send the proof.  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21313068
  
  I am rejecting this response because: I have an email from ******************************************** saying they found wrong thermostat in my truck which is the Napa thermostat.  I also have invoices from Cummins for the correct thermostat I purchased.  I also have invoices with my name from *******************************.  So I find it very troubling that **** is saying theres no record of me there when I have been there numerous times with two different vehicles.  This looks like same treatment I got for original claim when they wouldnt investigate.  Then when I complained to corporate they said thered be an investigation and Id be contacted, that also didnt happen.  Now this time theres no record of me.   I say Napa didnt contact dodge dealership.   They have told me that there has been no contact previously or currently about my claim.  There staff is all aware of this and was looking for contact that never came.   I have tried 5 times to upload pictures of email and invoices.   It will not let me send anything.   Please give me different way to send the proof.  
  Sincerely,
  
  *************************
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/05/2024

  We have reviewed the documents sent over by ********************. We called and spoke with ***** at ******* Sales & Service where the receipt shows the thermostat was sold from and ***** informed us that they do not sell NAPA parts nor are they affiliated with NAPA at all. Additionally, we ran the part number *******, through all of our systems and it does not match back to any thermostat that we sell.

  If the thermostat sold by Cummins Sales & Service is the part in question, which it appears to be based off the information ******************** has shared, then we believe based off our review that this is not a NAPA part. We suggest for ******************** to connect with ***** at ******* Sales & Service to determine what brand of thermostat was sold to him.

  Thank you,

  NAPA Customer Support 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21313068
  
  I am rejecting this response because:
  The receipt for the thermostat from Napa was bought in ******* ******* through Napa.   There is direct correspondence proving that.   The thermostat in question is thermostat that I have in my possession that was removed from the truck which is in fact a Napa thermostat.  I had it verified at local Napa store in ********.   Cummins thermostat is the thermostat that I was sent to go purchase from dealership when they didnt work to repair the damage head gasket from the Napa thermostat.   That is in fact the thermostat that is working properly in my truck since repair was made.  There seems to be a great deal of confusion on napas part.   No where do I see that **** reached out to the dealership that fixed the truck.   Diagnosed the wrong thermostat and can happily explain why and how that thermostat caused damage.   I still have not had a Napa representative contact me to ask any questions to get full details of how all this transpired.  What I see is the local level blew this off the investigative level blew it off and now the corporate side is trying to do the same.   Lets be real.  The dates show work done and when I bought the thermostat.  Why would I buy a new thermostat if the Napa one worked?   I sent that to show I bought the proper one when the dealership told me Napa thermostat was wrong.  At *****k miles had had transmission served.  100k I had new tires and front and rear differential serviced.  Also had flush scheduled along with new engine block heater but couldnt get it done due to parts strike and not getting block heater in time.   Thats why I didnt get it serviced with tires in ******* dodge dealership.   The thermostat was put in for preventive maintenance at 100k.  I have tried to do everything possible to maintain my vehicle and use the best parts.  I have always believed Napa to have the best parts.   But not anymore.   The parts and service are horrible.   How would you feel if you went to do routine maintenance and have your motor damaged due to wrong thermostat being installed.   I didnt make this up.  The dealership took my truck a part and found the problem all you have to do is confirm this with them.   
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/12/2024

  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 an AGM car battery online for delivery to my ******, ** Napa store (shipping not available) and used an online coupon for the order. Received an email confirmation, but a few minutes later received another email stating the order was cancelled. No reason for the cancellation was given. So I called the store. I was told that the store "could not get the battery" and that was why. I found this odd and so asked to speak to a manager. The manager (****) indicated that he had cancelled the order because his store would lose money if the coupon were honored, and that if he did not he would be fired by the owner. He then said he had a lead acid (wet) battery that would work and that it was in his store. I asked how old the battery was and he said "one month old." But when he double checked the stock he said I had to order it online again, it would arrive on Monday by 10:30 a.m., and so I put another order online through for a second battery. On Monday I called a little after 10:30 a.m. and spoke to a '****' I gave him my last name for the order and asked him to check if it had arrived and also to let me know the date code on the battery. He said the battery was there but that it was 3 months old (11/23). I told him that the manager has stated the new battery would be only one month old and I needed to check into this a bit and would get back to him. I called Napa online to inquire about the entire situation and decided to cancel the order and to ask their coroporate office to look into why the store was not honoring coupons online and misinforming customers about the age of 'new' batteries. While I was on the phone with Napa online, **** called me back from the store and said he had made a mistake and that my battery had not yet arrived until 'just now' and that it was only one month old ... He said he had received the cancellation request for the order.So now I would need to put a third order through online to purchase the battery I needed. Wow.

  Business Response

  Date: 02/16/2024

  Mr. ********, 

  Thank you for sharing this experience with us. Our ******, ** is an independently owned NAPA store. All independently owned NAPA locations can opt in or out of promotions and unfortunately this can cause a poor customer experience such as the one you had. We will address this negative experience with the owner and ask him to address the situation with his ****** store employees.

  In an effort to make this right for you, I do need some more information. I see your requested resolution is a refund. When reviewing both of your orders, I do see that they were cancelled, and full refunds were provided both times. Can you confirm if you are missing a refund? Additionally, are you still in need of a battery or have you already replaced the battery?

  Once I hear back from you, we will work towards a resolution.

  Thank you, 

  NAPA Customer Support

  Customer Answer

  Date: 02/16/2024

   
  Better Business Bureau:
  
  A regional manager reached out to me via phone, and while he was at a loss as to the behavior of **************** store manager regarding my situaiton, stated he would speak to the store.  He was also unable to help me obtain a car battery.  While I accept the response and apology, I will regretably no longer shop at **************** NAPA auto store, as I do not believe they were honest in their dealings with me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/09/2024

  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.

  NAPA advertised free shipping on an item i bought, with no asterisk, exclusions, or exceptions noted. They shipped the product to me in ****** and charged significant shipping. When i questioned them, they state that they only offer free shipping to the continental ***. ****** most definitely IS in North America, the continent, thus by their own description they owe me free shipping. They have refused my requests to refund the shipping. Just because they don't know the difference between "continental" and "contiguous" they shouldn't be charging me for their ignorance.

  Business Response

  Date: 02/12/2024

  ******************, 

  Please provide us with an order number so we may research this further. 

  Thank you,

  NAPA Customer Support 

  Customer Answer

  Date: 02/12/2024

  order # ACC1642572

  Business Response

  Date: 02/13/2024

  Thank you for providing the order number. We are processing a return of $55.98 to refund the shipping on this order as well as working with our online team to reword our shipping policy to ensure the exclusions are clear for our customers. A member of our customer service team will reach out to you directly to provide this update as well.

  Thank you, 

  NAPA Customer Service