Business Profile

New Auto Parts

O'Reilly Auto Parts

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Important information

Customer Complaint:
Better Business Bureau has received complaints against O'Reilly Auto Parts. Complainants allege they were sold incorrect parts that subsequently damage a vehicle and the company failed to pay for consequential expenses such as hotel bills, difficulty obtaining a refund, and poor customer service.

Complaints

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

Customer Complaints Summary

258 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

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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:07/11/2024
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.
On June 17 2024 I went into oreilleys and I had to couls to warranty exchange I have my number and name for the warranty . The guy told me jt has already been returned I wS like how could it if I have them right on front of you. He argued acted like a child and I was frustrated angry and walked out. I called customer service hotline no help there either the guy sounded like he was laughing at me I want this to be looked into.
Business Response
Date: 07/11/2024
I do not have any purchase history under the information the customer provided. In order to look into this further I will need the invoice number for the original purchase and the name and phone number the warranty should be under. I will also need to know what store the customer went to.
Customer Answer
Date: 07/12/2024
Yes I clarify my complaint
Customer Answer
Date: 07/12/2024
I would like a warranty refund amounting to 180.00
Customer Answer
Date: 07/12/2024
My name on oriellys account
***** Briggs
2 ignition coils refused my warranty exchange had to buy 2 from another store. I'm asking for a warranty refund
Business Response
Date: 07/16/2024
I do not have any purchase history under the information the customer provided. In order to look into this further I will need the invoice number for the original purchase and the name and phone number the warranty should be under. I will also need to know what store the customer went to.
Customer Answer
Date: 07/22/2024
Acct number; phone number:
************
acct name:
Butch Briggs
Ignition coils bought 12/10/23
Returned 4 on 12/20/23
Returned 2 on 12/20/23
I still have 2 more I have not Returned.
Business Response
Date: 07/23/2024
Customer purchased eight MOT ***** ignition coils from us on 12/10/23. Customer returned two to us one return invoice 12/20/23 and returned the other six to us on another return invoice 12/20/23. Invoices are all attached.

New Return Invoice 2404-154981 12/20/23 return of six MOT DG508 and purchase of HSS P040464Z ref purchase invoice ***********

New Return Invoice 2179-186491 12/20/23 return of two MOT DG508 and purchase of MOB 1-5-20EP-5QT, VPF ***** and WIX 51372XP ref purchase invoice ************

Purchase Invoice *********** 12/10/23 purchase of eight MOT DG508 and purchase of eight MOT DG508, three RYP ******, SYL 4157LLBP, LBG *****, PTT PTT1022 and PER 29132

Since customer only purchased eight coils, and has been refunded eight coils, we cannot refund anything else. If customer was allowed to keep coils that were returned, that is an error in his favor, however we cannot refund them a second time.
Customer Answer
Date: 07/25/2024
Complaint: 21972976

I am rejecting this response because: I did not get refunded for the last two coils . ******** told me my number couldn't be used as s "receipt " so I had a no receipt refund which was on a store card only to be used at oreilleys

Sincerely,

***********************
Business Response
Date: 07/25/2024
Customer purchased eight MOT ***** ignition coils from us on 12/10/23. Customer returned two to us one return invoice 12/20/23 and returned the other six to us on another return invoice 12/20/23. Invoices were previously attached showing purchase of eight and refund of two and then refund of six, for a total refund on eight.

New Return Invoice 2404-154981 12/20/23 return of six MOT DG508 and purchase of HSS P040464Z ref purchase invoice ***********

New Return Invoice 2179-186491 12/20/23 return of two MOT DG508 and purchase of MOB 1-5-20EP-5QT, VPF ***** and WIX 51372XP ref purchase invoice ************

Purchase Invoice *********** 12/10/23 purchase of eight MOT DG508 and purchase of eight MOT DG508, three RYP ******, SYL 4157LLBP, LBG *****, PTT PTT1022 and PER 29132

Since customer only purchased eight coils, and has been refunded eight coils, we cannot refund anything else. If customer was allowed to keep coils that were returned, that is an error in his favor, however we cannot refund them a second time.
Initial Complaint
Date:07/02/2024
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.
FLEEING DV, ON SSI, LIVIN OUT OF ******, IM NEW TO *********, WENT INTO ********** FOR QUOTE ON COOLING THERMOSTAT FOR MY 2009 **** FOCUS. STORE KNOWS NOTHING ABOUT PARTS AND ALL SEEM VERY UNEDUCATED SHOWING ME SCREEN LIKE IM SUPPOSED TO KNOW WHAT PART TO GET. ***** WAS WORKING AT TIME I GOT PRICE FOR PART AND ASKED IF THERE WAS PLACE/PERSON STORE COULD SEND OR RECOMMEND WHO WOULD CHARGE REASONABLE PRICE IF I BOUGHT PARTS WHOD REPLACE IT AS ALL LOCALS I FOUND REQUIRED INSANE DIAGNOSTIC FEES EVEN THOU I KNEW WHAT I NEEDED DONE. ***** SAID HE COULD DO IT FOR $40 AS HE KNOWS HOW PLACES LIKE THIS TAKE ADVANTAGE AND ***** WALLETS DRY. HE CALLED, MET ME AT STORE, WE WENT BACK 5x HE KEPT GETTING WRONG PARTS, TOLD ME HE HAD NO IDEA WHAT HE WAS DOING, GOT VERBALLY NASTY WITH ME AND THE **** DROPPED ME OFF, AND DROVE OFF, ******** CALLS, REFUSED TO FINISH AND EXPECTING ME TO GO TO A MECHANIC AND SENDING ME PICS OF ALL SORTS OF DIFFERENT PARTS OF WHAT COULD BE CAUSING THE NEW OVERHEATING PROBLEMS AND WHAT PARTS I MIGHT NEED AND THAT I MIGHT NEED TO BUY A THERMOSTAT WITH A SENSOR THOUGH THE ONE HE REPLACED LOOKS LIKE THE ONE HE HAD IN HIS CAR AND HAS NO IDEA OF THE SENSOR LOOKING CORD HANGING DOWN FROM UNDER MY HOOD. I HAVE NO IDEA WHAT HE DID OR WHAT TO DO. ALL I KNOW IS I WENT TO ********** FOR A PART WAS OFFERED INSTALLATION, PAID FOR IT, WAS LIED ABOUT KNOWING HOW TO, HE LEFT JOB UNFINISHED, CAR UNDRIVABLE, OVERHEATING/TRANY JERKING IN SECONDS, CAUSING CONT. FURTHER DAMAGE AS RESULT. NOW I HAVE WHOS KNOWS HOW MUCH MONEY IN FEES TO FIX WHAT HE DID. ***** AN ********** EMPLOYEE MADE A CUSTOMER BELIEVE HE HAD EXPERIENCE WITH AUTO REPAIRS AND PARTS, I WANT MY CAR FIXED. NOT ONLY WAS PAID FOR JOB, HE KEPT GETTING WRONG PARTS I PAID FOR IN THE STORE, GOT MAD, QUIT AND EXPECTED ME TO FIGURE OUT REST ON MY OWN. DAMAGE NOW FROM OVERHEATING, COILS HANGING AND I CANNOT AF**** TO PAY FOR FEES TO FINISH WHAT HE STARTED AND FIX DAMAGE DUE FROM IT. ******** EMPLOYEES SHOULD NOT BE ALLOWED
Business Response
Date: 07/03/2024
I have made our District Manager ****** aware and sent him this information. He will look into this and we will contact the customer as soon as we have additional information. We will need an estimate stating what the issue is, what caused the issue and estimated cost for repairs as well.
Initial Complaint
Date:06/25/2024
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 bought this 26 foot cable wire Feb 13 2024. I paid ****** I called the pocatello idaho oriellys auto arts store June 24, 2024 to see about a warranty refund because the wire has lifetime warranty. The guy said I couldn't because it was bulk it was cut . I **** called customer service they called the store the manager said okay yes they could. When i get to the store two lady's one was a manager said absolutely NO REFUND I was blown away I tried to explain the conversation earlier saying it was okay. They didn't want yo hear it. I paId for this it didn't meet my expectations I want a refund I don't understand the ladies were rude and not helpful at all. ******* sick of oriellys bad attitude and not helpful at all. And yes it's cut that's the way I bought it. I'm returning it the same. Don't they know there merchandise
Business Response
Date: 06/26/2024
We were contacted via chat 6/23/24 by customer's husband who was requesting we locate the invoice and assist with return of the cable. Invoice was not under the husband's account, he was directed to have his wife contact us so we could search under hers. Our team member submitted a complaint to the District Manager on behalf of the husband for the store not assisting with the return and requested the District Manager call the husband. The customer, *****, contacted us via phone 6/24/24 and was told that the store would assist with a refund as long as the item was not was not damaged and was in resellable condition. The store inspected the item in question and denied the return based on its condition. I will have our District Manager contact ***** to discuss whether we can return the cable or not. We will also need her invoice number for the purchase of the cable.
Customer Answer
Date: 06/26/2024
Complaint: 21902747

I am rejecting this response because:
When the cable was shown to the employee at oreilleys the lady said no we can't accept it because it was cut. It is cut when you buy it . Don't they know there merchandise? Also lifetime warranty? Okay what does lifetime warranty exactly mean if they employee doesn't even know. Yes my husband did call it wasn't InHis name so I called why is that even brought up I'm trying to resolve this cable issue not who called. I'm sorry to say but oriellys auto parts have employees managers that have no knowledge of there merchandise and act like they dont want to hear the explanation of the situation its a no and nothing after that. The initial question I asked was can a 2 gage work for 5 speakers and the answer from oreilleys was yes but that is a lie. ******** gave me wrong information and could of messed up my Amp and stereo. Luckily I took it out before. There is nothing wrong with the item it looks the same as I bought it the sides are cut, well yeah that's how you buy it. All this is telling me is oriellys I thought was a legit business that I could trust and depend on but that is all a lie too. And there is no willing help of an outcome when your response wS basically pointing fingers . And not willing to do research on the item or hear me out. I demand a refund for the amount of $154.52 my invoice 425-346561

Sincerely,

*********************
Business Response
Date: 07/01/2024
Per our District Manager ****, you can return the cable to our store at ********************************************************************************************** and they will issue you a refund.
Customer Answer
Date: 07/02/2024
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. At this time I would like to thank **** the district manager you are a good man . I would like to see all oriellys workers soo passionate about his job and duties. Oriellys employees are very blocked always assuming and I would like to see a come around thNk you ****

Sincerely,

*********************
Initial Complaint
Date:06/17/2024
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.
I ordered a part for my car and charge me and advance $220 They said will take a week to arrive I call back after a week and told me not arrive yet ...I went to the store and told me some one took the part already......they told me they will call me back they never did so I went again to ask for my refund....they didn't refund or never give my part....I'm asking for my refund I pay with my CC from ***** Fargo for the amount of $220
Business Response
Date: 06/18/2024
In order to look into this, I will need the invoice number for the purchase of the item and I will need to know which of our stores this occurred at.
Customer Answer
Date: 06/18/2024
I order a part for my *** 06
Transfer case motor from ********** on *******************************************
I never got the part and never refund my money to my CC
Business Response
Date: 06/24/2024
Part URO *********** was purchased 2/10/24 under a commercial account for Compas *************** I called our store at ********************************************************************************************** and spoke to our Assistant Manager Will. ASM Will is the one who sold the part to the customer, and the customer requested that the part be dropped off to the commercial account, Compas Auto Sales, when it came in. When the part arrived in store, the store called the commercial account and confirmed they were expecting delivery of the part. The part was delivered to them as requested by **********************. The store received a call from the customer some time after the part was delivered inquiring about the part and if it had arrived, the store confirmed for the customer that the part had been delivered to Compas Auto Sales per his request and that he would need to follow up with them. The store has not heard from ********************** about the part since then. The customer will need to speak to the commercial account, Compas ************** regarding his part. If the customer no longer needs the part and would like a refund, he or the commercial account can return the part to our store.
Customer Answer
Date: 06/26/2024
Complaint: 21841230

I am rejecting this response because:
They never call me I went to pick up the part and they delivered to Compas auto sales ..If they delivered to them why they charge me ???
If they delivered to them. ******** can recover the part and refund my money or refund to my CC ...
********** shouldn't charge me from day one when I place the order...
******** is responsible to recover the part from Compas auto sales since the they delivered to them
And refund my money
Why I have to pay for item that I never pick

Sincerely,

*******************************
Business Response
Date: 07/01/2024
The customer paid for the part and asked our store to deliver it to the commercial account Compas Auto. If the customer no longer needs the part and would like a refund, they will need to communicate with the shop they had us deliver the part to and get the part from them to return to us. We cannot issue the customer a refund otherwise.
Initial Complaint
Date:06/13/2024
Type:Sales and Advertising 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.
Yes, I went online to order some brake shoes and discovered that OReilly had the cheapest brake shoes I put in the license plate in the Vin number of the car to make sure that I got the correct ones but the brake shoes were not in stock they had to have them sent over from another store so they didnt arrive till three in the afternoon. Website only showed me the brakes that I had to have sent over from another store when I arrived at the store the brake shoes did not look right. They did not even match the picture but yet the website said that they did fit a 2007 PT cruiser so I went home with my break shoes and they were not the right ones. They were way too small and they didnt have the parking brake piece that was attached to the brake shoes in the picture so I basically feel like they misled me by having a lower price than anyone else so I went there Because of the lower price but did not receive the right part for the car so I had to return to the store and I had to pay an additional $15 for the brake shoes and they actually had the shoes in the store so I had no reason to wait all day for the ones that they sent over so I have no idea what is going on in that store, but I am very disappointed in the way I was treated and the fact that I got the wrong parts for my car when I in fact Gave the license plate in the Vin number online to make sure that I got the correct parts but still got the wrong parts. They shouldve honored that price for the part. The only reason I went there was because the price was lower than everyone else but reality was it cost the exact same amount as Autozone And everybody else Ill never go to OReillys again its gotta be the worst parts store Ive ever been to in my life should be closed down and out of business for now. Ill go to ********.
Business Response
Date: 06/17/2024
Based on the information the customer provided we do show that the pads he received BB 643 are compatible with the attached PT Cruiser Models. This information can also be found on our website here *************************************************************************************************************************************************************************************************
We will need the customer's license plate and VIN to research this further.
Initial Complaint
Date:06/10/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On or about May 21, 2024, I drove my car to the OReillys *********** located at *************** and ordered two 8D boat batteries. Because the 8D battery is large and heavy (Im 70 years old with a hernia) I asked **** if they could be delivered to the **************************. He agreed they would be delivered. The major sales point for me. He ordered the batteries to be delivered to his store.I hired a moving company who provided two men for two hours for $121.29 plus a $20 tip. Neither the movers or OReillys could guarantee a coordinated time window for delivery, so the two old batteries could be picked up and returned for a core rebate. I met the movers, had the old batteries removed from the boat and placed in my car and returned to OReillys to exchange them for the new ones. At OReillys I was directed to a back door and was met there by the stores Manager, ************************* and Assistant Manager, ******************* with a dolly and two new batteries. They took the old two from the car and replaced them with new batteries. The movers placed the batteries into the engine room and left on another assignment. I went to install the electrical connections to the batteries and I noticed they were dissimilar one was correct but one was not. I drove back to OReillys and returned the incorrect battery. They did not have the correct battery in stock. A Clearwater store had one. I drove to **********, picked up the correct battery rehired the movers. Assistant Manager, **** who was sympathetic to my plight and suggested making most of my financial losses whole. He suggested OReillys discount, credit, rebate or refund my losses to having to rehire the movers. He suggested $70. I had a $100 loss. Ms. ***** Redo, interrupted what looked like an amiable solution that had been broached by ****. Her inability to seek a solution for my $100, loss, due to her mistake, then blaming me for being given the wrong battery is the reason for my complaint.
Business Response
Date: 06/12/2024
I called the District Manager ******************* and requested that he call the customer to discuss his issue and request.
Customer Answer
Date: 06/13/2024
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: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.
I have purchased a battery for my motorcycle from OReilly auto parts. Have had multiple issues with this super start battery. First one didnt hold a charge. Second one was a broken terminal found after first warranty. The third battery terminal has cracked off from inside the battery and needs replacement. I was told Im outside the warranty and would not be receiving a replacement. I originally requested refunds on the first return and was told I could only get a replacement. Ive spoken to the store manager , customer support and a district manager. All repeat the same answers of warranty. I should not be having this many issues with a battery.
Business Response
Date: 06/07/2024
Our District Manager spoke to the customer on 6/6/24. "We went through the purchase history again and he also stated to me he had opened the battery. The customer is wanting his money back, but I told him we would not be able to refund his money as the warranty has been expired for 5 months. We discussed that we had honored the battery warranty 3 times since the original purchase." We will not be replacing or refunding the battery at this point.
Customer Answer
Date: 06/14/2024
Complaint: 21811546

I am rejecting this response because:

Battery is not open. Its just a cover to the terminals. Which demonstrates what a low quality product this battery is. The district manager is purposely exaggerating the open battery as I attached a picture proving it. I also invited the district manager to my house to demonstrate this and brought it into the store. I will now escalate this issue further.

Sincerely,

*******************
Business Response
Date: 06/17/2024
We have warranty replaced the battery three times since its original purchase, and the battery is now five months out of its warranty period. We will not be replacing or refunding the battery.
Initial Complaint
Date:06/03/2024
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.
My first transaction was on 1/21/2019 invoice # *********** when I first purchased my brake pads with a lifetime warranty. My second purchase on 5/01/2022 invoice # ****-449941 was to replace and add my drum brakes with a lifetime warranty as well. My third transaction 4/16/2023 invoice # *********** was to replace my brake pads. I tried today 6/02/2024 to replace my disc and rear drum brakes when they cashier told me that the last person that inputted the information incorrectly and submitted everything as a return and now they will not honor the lifetime warranty and I just want my $261.57 that everything cost for the parts that they falsely advertised as lifetime warranty.
Business Response
Date: 06/04/2024
Invoice 2649-221035 1/21/19 purchase of BB2 SM842 semi metallic pad set with limited lifetime warranty
Invoice 2649-365840 4/5/21 purchase of BBR 9545DGS brake drums with 2 year limited warranty that expired 4/5/23
Invoice 3080-449941 5/1/22 was a warranty exchange of BB2 SM842 semi metallic pad set only. No drum brakes were added on this invoice
Invoice 2649-101983 4/16/23 shows customer returned part BB2 ***** semi metallic pad set and purchased BB2 SM966 disc pad set. The disc pads are under warranty with limited lifetime warranty.
According to the customer's purchase history, the brake drums were purchased 4/5/21 and had a two year limited warranty that expired 4/5/23. Brake pads BB2 SM842 were warranty refunded 4/16/23 and customer put that refund toward purchase of a set of disc pads, BB2 SM966. Customer did not have lifetime warranty on brake drums, and pads in question were returned for a different type/set.
Customer Answer
Date: 06/06/2024
Complaint: 21792681

I am rejecting this response because: your employee stated multiple times that the last employee inputted my information incorrectly. I was sold on the fact that I would be receiving a lifetime replacement on my break as long as and I quote OReilly employee bring the old brakes back with some padding still left on and its not War down to bear metal. This is not the only issue I have had with OReilly and I do not plan to ever shop with OReilly again do to their substandard parts, customer service, and false advertising.

Sincerely,

*********************
Business Response
Date: 06/12/2024
Invoice 2649-221035 1/21/19 purchase of BB2 SM842 semi metallic pad set with limited lifetime warranty
Invoice 2649-365840 4/5/21 purchase of BBR 9545DGS brake drums with 2 year limited warranty that expired 4/5/23
Invoice 3080-449941 5/1/22 was a warranty exchange of BB2 SM842 semi metallic pad set only. No drum brakes were added on this invoice
Invoice 2649-101983 4/16/23 shows customer returned part BB2 ***** semi metallic pad set and purchased BB2 SM966 disc pad set. The disc pads are under warranty with limited lifetime warranty.

According to the customer's purchase history, the brake drums were purchased 4/5/21 and had a two year limited warranty that expired 4/5/23. Brake pads BB2 SM842 were warranty refunded 4/16/23 and customer put that refund toward purchase of a set of disc pads, BB2 SM966. Customer did not have lifetime warranty on brake drums, and pads in question were returned for a different type/set. In order to validate any additional purchase or warranty, we would need either the invoice from the sale/warranty, or need to know what store the transaction took place at as well as the month and year of it to try to locate it. Based on the records we have, we cannot warranty the drums in question.
Initial Complaint
Date:06/01/2024
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 purchased a battery online 2days ago. Then picked it up from the store at *************************************. When I went to install it I noticed in was not new at all. In fact, it was 3 years old. The lady at the store would not exchange or return it, contrary to the corporate return policy.
Business Response
Date: 06/03/2024
I called our store at **************************************-3849 and spoke to our *** ****. She is the one who assisted the customer when he picked up both of the batteries on his order K37081979R57141. Customer invoice *********** 5/**/** for *** CAPTAINJ and *** 24DCMJ. The battery in question is the *** CAPTAINJ. The *** verified the battery was new and had 2024 date code stickers on it for charging. The battery the customer later brought in stating it was from 2021 to our *** **** was not the same battery she had provided him when he picked up his order. The battery the customer brought back in stating he could not install it for his customer because it was three years old had a 2021 date code sticker on it, the terminals were scratched and marred and the battery was dirty and clearly used. The *** **** thought the battery the customer brought in was the core battery. ******** instead stated it was the battery she had given him at the time he picked up his order. *** **** stated it was not the same battery and declined a refund. We are not able to assist with a refund on the ************************************* We would need the new battery he picked up on 5/30/24 with the 2024 date code sticker.
Initial Complaint
Date:05/31/2024
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 ordered a water pump from ******** as well as some new spark plugs for my car since it just broke down this week , I was happy to see that the order was shipped fast but was fastly dissatisfied when I opened the package and saw that they gave me the wrong order . They sent me 6 bosch spark plugs which wasnt even the amount or brand that I had ordered ( I ordered ngk) and there was also no water pump . My car is now going to have to sit as I have to go to another store to get the piece because I cant be without my car for too long I need to work to make money so I dont end up on the streets . My order number is K37063654R95159. I talked to a customer service agent who was of no help and started a claim with *** for a lost package ? Like *** were the ones who packed the package . This is unfair
Business Response
Date: 05/31/2024
Our team reached out to the customer via email today after being unable to reach him by phone. The following was sent:

Good Morning-

I just wanted to reach out regarding your claim. We would just need you to return the items you mistakenly received, we can then either refund you for your order or exchange for what you ordered. If you prefer to receive the items your ordered in lieu of a refund, I can contact your local store and setup and exchange of the Bosch spark plugs for the water pump and NGK spark plugs. If you prefer that, just let me know what store is most convenient and I will set that up for you.

If you prefer a refund only, please utilize the pre-paid label I emailed you to ship those back, or, you can drop the Bosch spark plugs off at any local store (just let me know which one, so I can then call them and verify), once I verify receipt, I will process a refund from here.

Just let me know which option works better for you.

Thank you

Sincerely,

*******
******** Customer Service
*************, option #1

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