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

  1019 West Dekalb Street Camden, SC 29020

• 

  NAPA Auto Parts

  4507 Hard Scrabble Rd Columbia, SC 29229

• 

  NAPA Auto Parts Headquarters

  PO Box 409043 Atlanta, GA 30384-9043

• 

  NAPA Auto Parts

  2255 Airport Blvd Cayce, SC 29033

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:01/20/2024

  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.

  As described in detail in the complaints I sent to **** customer service and the ******************, copies attached below: I suffered many problems due to defective batteries from ****. Both the original battery and its replacement died well before the warranty period ended. Each time it left me stranded having to walk several miles, exacerbating my knee injuries. And I had to purchase a whole new battery from ******* while the **** battery was still within warranty. I sent a detailed complaint to **** customer service online on November 8, 2023. I have received no response except for the automatic acknowledgement. I then wrote to the president of the company, Mr. ************************ Again no response. All I request is a full refund for the **** battery.

  Business Response

  Date: 01/23/2024

  Our customer care team has been in communication with the customer, and we have worked out a resolution that ************** is in agreement with. We are awaiting documentation of his receipt and will work to provide a refund with the return of the core battery. 

  Thank you,

  NAPA Customer Support

  Customer Answer

  Date: 01/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response from the business in reference to complaint ID ********, and find the proposed resolution satisfactory.  I have submitted the information requested by the business, and am awaiting the refund. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/28/2024

   
  Complaint: ********
  
  I am rejecting this response because: On 1/20/24 I filed a complaint against NAPA auto parts, complaint #********.  It was regarding a defective battery. After some discussion, **** agreed to reimburse me upon return of the battery. I returned the battery on 1/25/24 and sent a copy of the receipts to two email addresses. The case was closed.

  I haven't received the check from NAPA as agreed. I sent follow-up emails to NAPA on 2/23/24, and also left voice messages. Received no response. 

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

  Business Response

  Date: 03/29/2024

  Our sincerest apologies as I can confirm that the receipts were received via email on 1/25/24 however it does not appear the check request was processed.

  I have personally submitted a check request in the amount of $192.90 (battery cost of $168.90 + core charge of $24.00) today. Please allow ***** business days for delivery of the check to the address provided in this BBB post. 

  Thank you, 

  NAPA Customer Support

• Initial Complaint

  Date:01/17/2024

  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.

  The wire hardness is damaged, is useless need refund asap

  Business Response

  Date: 01/18/2024

  We have reached out to the customer to begin the return process via email.

  Prior to the BBB complaint, the customer did not contact NAPA to request a return. We are happy to get him refunded or get a replacement part sent out.

  NAPA Customer Support

• Initial Complaint

  Date:01/12/2024

  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 bought a battery online in the amount of $228.00 online on January 3rd. I went to the local store in ******* ******* to learn the battery I purchased online wouldnt be available until the next day. So I called customer service and canceled the online order. My car was broke down in the parking lot so I purchased another battery they had on site. NAPA to this day has not refunded me ******* dollars and this is January 12th. I have called their customer service line 3 times and was told to call my bank. Very rude customer service. NAPA in their email to me regarding my refund said it would be 2-5 business days. It has now been 7 business days.

  Business Response

  Date: 01/16/2024

  **************, 

  After reviewing order #********, I can confirm that the reversal was completed on NAPA's end. Please see attached screenshot for reference.

  To note, because you placed and cancelled the order in the same day, a permanent charge should not have been applied to your account. You would have initially seen a pending charge which would have fallen off when we submitted the card reversal. In this case, you won't "see" the amount come back into your account because it wouldn't have left. It will just cancel out that pending card so you shouldn't see a debit or credit for this order. 

  Every bank handles pending charges differently. Above is the most common way that we experience. If you have a permanent charge in your account, please send us a copy of this charge so we may review. You can attach a screenshot to this reply. Otherwise, we believe the reversal cancelled out the pending charge and it should appear in your account as if the order never took place (no debit or credit).

  Thank you, 

  NAPA Customer Support

• Initial Complaint

  Date:01/10/2024

  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 have contacted **** and it hasnt went anywhere. **** in ************, ******* on ******************* needs to have better lighting. Rather it be parking lot lights installed or lights on the building installed. Its completely dark and needs addressed

  Business Response

  Date: 01/12/2024

  Thank you for bringing this matter to our attention. The **************** is an independently owned NAPA location. We have shared your feedback with the local owner to address directly. 

  Thank you, 

  NAPA Customer Support

  Customer Answer

  Date: 01/12/2024

   
  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:01/05/2024

  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.

  DELIVERY DATE DIFFERENT AFTER PURCHASE - PARTIAL ORDER CANCELLATION - UNRELIABLE Online orders from Napa auto parts state that the items are ready and available for pickup on the day of purchase. After you have completed the online purchase, your receipt gives you a different day the parts will be available. After waiting for the new delivery date of the purchased items, items were canceled.Phone contact with the company to complete a full cancellation of all purchased items is very difficult and requires more information to obtain a refund than to make the purchase.

  Business Response

  Date: 01/08/2024

  In an effort to assist with this request, we require some additional information.

  Please provide us with the order number in question. This can be found in the order confirmation email. It should start with #**..... 

  Thank you, 

  NAPA Customer Support

• Initial Complaint

  Date:12/31/2023

  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.

  Try to get a 1/2 13/16 6 point NTD 626 exchange as the socket I purchased back in the **** some time cracked. Took my socket to the **** store in ***** ** and they would not exchange without the ticket. I do not still have that and most people dont who had item that long.This was purchased back at the time i was employed at napa. so i knew they had the policy of returns with cracked or broken sockets happened. Had to take my socket to a different store where it was exchanged with no problems at all. All the store need the same policy and i am sure it is suppose to be that way but its not. Having to drive 35 miles to one store and back and then another 15 to the next store is uncalled for.

  Business Response

  Date: 01/04/2024

  Good morning, 

  This complaint is for an independently owned NAPA store, Jace Auto Parts. We have shared your experience with the store owner to address directly with his store team members. Thank you for making us aware.

  Sincerely, 

  NAPA Customer Support

  Customer Answer

  Date: 01/04/2024

   
  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:12/25/2023

  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 ordered a Gasket for a **** ****** 350Z did not fit at all the whole gasket that looks like a Y and the other one Looks like a straight line with a about 20 degree curve said it fit the car exactly and no I did not use those silicones that came with it still new the gaskets are way to small

  Business Response

  Date: 12/26/2023

  Hi Dermy,

  We apologize for this inconvenience. In an effort to help, we are going to need more details. Could you please provide us with the store details that you purchased this part from? Address/City/State/Zip will be most helpful.

  If you purchased the part online, please respond with an order number.

  In an effort to assist you quicker, you could also give our customer service team a call at ************** or email ** at ******************************.

  We look forward to hearing from you and helping to resolve your matter.

  Thank you,

  NAPA Customer Support

• Initial Complaint

  Date:12/21/2023

  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.

  Napa was advertising a HOLIDAY20 sale (20% off) from 12/13 - 12/17 on ******* The ****** ad read: AAGAG0724200021 Buy Extang Trifecta ALX Tonneau Cover- AAG AG0724200021 online from NAPA Auto Parts Stores ... Specifications. Color, Black. Manufacturer Part Number, EX90475. $529.99 Free 2-5 day delivery Free 30-day returns In stock 20% Off Orders $135+ With code Ends Dec 17 HOLIDAY20 This means that Napa paid and entered this information into ****** to attract comsumers to make purchases on the Napa site during this sale.When I decided to order it on 12/16, the code was not accepted. I tried multiple times but to no avail. I then went to the top of that web page and it listed the HOLIDAY20 sale, listing a 20% discount and said click for details. When I clicked the banner ad - no rules or disclaimers opened up (meaning it was not a clickable banner). I then called Napa on 12/17 and customer service said there was nothing they could do, other than offer me a much smaller discount. I did not accept this offer because it appears to me that Napa breached a contract based on the price that they advertised. I feel like this is either a bait and switch tatic, or a mistake - but either way Napa should honor their advertised price. I also missed out on an Extang manufacturer sale earlier that week, since I decided to order the product through Napa on 12/16.Would like to discuss with Napa Consumer Affairs team member to see if they will offer the discount that was advertised.

  Business Response

  Date: 12/26/2023

  ******************, 

  We apologize that there were errors on our webpage that caused a poor shopping experience. We'd love to help get your tonneau cover ordered at the advertised discount.

  To place this order & receive that discount, please give us a call at ************** and ask to speak with ****. I have been in communication with ****, and he is expecting your call.

  Thank you for the opportunity to make this right. We appreciate your business.

  Sincerely, 

  NAPA Customer Service

  Customer Answer

  Date: 12/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to be very satisfactory. I truly appreciate the ************** from ****'s Customer Afffairs team, and their customer-centric offer to correct the pricing discrepancy.
  
  Best,
  
  ***********************

• Initial Complaint

  Date:11/22/2023

  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.

  When I want to NAPA Auto Parts Store in *******************. I want in to buy wipers and get the worst experience. The black gentleman that was help me at first I thought this would be smooth and then he going to till me that he has to see we have your wipers after he till me he does. Then he comes back with the wrong size and I try to till him that this was the wrong size. He try to till me that this is the size. Trying to make me buy the wrong size. Then he want to the back and come out with the right size. Then I asked him to help me out then going to say he can't do it at all. Then he going to get a nasty attitude with me. Then there a black gentleman that wearing a jacket that works for a different company and state that he works for Napa and till me that they can't do it and Napa doesn't allow this at all. So he come outside to help after the other employee said that. Then he going to till me that because it raining it should not be doing this at all. He walks off and I had to put my own wipers on. I ask to speak to a manager and the other employee said he is the manager. He walks to the back and never come back. He had another employee come from the back to till me he can't find the light bulb at all. The other employee that he said he worked for **** keep saying he didn't want to do it because it raining and he said also he didn't want to put on any wipers because it raining. But once again I question this he work for Napa if he has a different company jacket on and the manger never come out to see what was going on to help out. But if the black gentleman is the manager how is he going to run his store and treat his customers right.

  Business Response

  Date: 11/24/2023

  We have received this complaint and reached out to the customer via the email that was provided. As soon as the customer confirms a good contact phone number, our District leadership team will be in touch to address his experience. 

• Initial Complaint

  Date:11/19/2023

  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.

  National Automotive Parts ************ ****************************************************************************** November 18, 2023 Today at 2:30pm, I went to an item at the Napa Auto Parts store located at *************************************************************. I was met at the counter by a black male employee named *****. I asked him a question about the part I was returning during the refund process and he became irritated. He said, I am tired of you **** customers that do not listen! He said, Get the f*** out of here! He said, You are stupid and I do not care about anything you say or think! I said, "I am a senior citizen and have children older than you , why are you cussing and yelling at me? He said, I dont give a s*** how old you are! I said to *****, I will report this to Napa corporate. ***** said, I dont give a ****, I want out of this job anyway so I can get my 401k There was a older white employee standing next to him at the next register and I directed my hand toward this employee and said, Do you hear what he is saying to me? The employee said, Yes I hear him. But this employee never intervened, he never tried to de-escalate the situation, he never called the manager, he never tried to help me. He just stood by not doing anything to help me or stop this violent attack toward me by his fellow employee, ************ was afraid for my life at this point. My blood pressure went up, I became sick to my stomach and traumatized. I wanted out of this store. ***** kept cussing at me, verbally abusing me, he never let up. After I got my receipt, I left the store. I got in my car and was calling Napa corporate and I heard a bang on the hood of my car, I looked up and the Napa employee named ***** was banging on my car and kept cussing at me while I was quietly sitting in my car. I told him to stop hitting my car. He then poured a soda on the hood of my car and went back in the store. I called the police. The Napa employees lied about what happened. No one in the store tried to help me, an elderly lady returning an item and sitting in my car minding my own business. Napa employee named ***** verbally attacked me, treated me inhumanely, stalked me, pursued me to my car, vandalized my car. I did nothing wrong to provoke this traumatic attack. This attack has caused me to have panic attacks.

  Business Response

  Date: 11/21/2023

  This incident is being internally investigated with the highest sense of urgency. A member of management will be in touch with the customer as soon as possible.

  Thank you, 

  NAPA Customer Support