Business Profile

New Auto Parts

Advance Auto Parts

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

410 total complaints in the last 3 years.
164 complaints closed in the last 12 months.

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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:09/08/2024
Type:Customer Service 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 treated really nasty by a worker who told me to shut off my boosted battery to come inside to purchase a new one and then told me that he will not install it do to a rusty battery and when asked if could boost my car he rufused in a nasty manner
Business Response
Date: 09/09/2024
Thank you for providing us with the opportunity to address the complaint that ***** ******** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.Advance Auto Parts sincerely apologizes for the inconvenience ***** has experienced with one of their local stores' team members being rude to them. We would be happy to escalate this to the field leadership and have someone from the management team reach out to them if they could confirm the store where this took place.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.
Initial Complaint
Date:09/03/2024
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 May 4rth 2024, I entered Advance Auto part store in ********* ** and ordered a CV axle for a Honda Odyssey 2006 which I have owned since new. The part was installed in the vehicle but a few months later a transmission oil leak developed. I took the vehicle for specialized transmission shop who said that they have seen similar leaks with aftermarket axles sometimes not being to exact spec and recommended replacing the axle and seal. I researched the part #******** I was given and discovered that it was in fact for a 2007-2009 odyssey which is incompatible with 2006 model (see attached). Advance Auto store agreed to swap the part for the correct 2006 model and the shop who installed it wrote on the bill that it is not possible to differentiate between the two parts without measuring with a micrometer as both will fit. Advance Auto store mistake has cost me $286 in additional repairs (have bills) which I demand Advance Auto Parts reimburse. I Filed complaint #******* with their client care but got no resolution.
Business Response
Date: 09/04/2024
Thank you for providing us with the opportunity to address the complaint that Mr. *******, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.After further investigation. The store did agree to swap the part. However, they were well in the right to deny the labor reimbursement as this part was not originally installed by a licensed mechanic. Labor is not covered under warranty as that is parts replacement. A $75 gift card will be issued to the customer for the inconvenience.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.
Customer Answer
Date: 09/05/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The mechanic who installed the original axle runs a licensed home business located in North Easton. I will provide
business address and contact phone number for mechanic if requested. The shop who installed the new axle called ******* ************* in ******* *** told me you can’t differentiate between the two axles
without a micrometer, and it is very easy to swap them by mistake. I have this
in writing on the invoice. I am attaching a picture of the pulled out wrong 2007 axle
in the swapped 2006 box. Fits perfectly This was NOT an installation problem. The car ran fine with absolutely no
symptoms for several months until a leak developed. If axle did not fit probably,
you will know it quickly while driving. This is NOT a warranty claim as the store response says that labor is
not covered under warranty.This is WRONGDOING on the store side who give me an
incompatible axle for a 2007 model that is indistinguishable and easily mistakeable
with the 2006 model. This mistake has caused
additional $286.2 (in labor and parts). When I first reported the claim to
their customer care, a manager by the name *****, called me and tried initially
put the blame on me suggesting I have given the wrong year to the store, then
shifted the blame on the mechanic absolving the store from any responsibility. I have purchased parts for this vehicle from their stores for many years but given their position on
refusing to take responsibility for their mistake, I intend to
pursue the claim till the full cost is reimbursed.
Regards,
****** *******
Business Response
Date: 09/05/2024
After further investigation of the provided attachments, a check for $286.20 will be issued to Mr. *******. Standard checks are mailed by **** ** ******* ****) via USPS mail. These take about a week to cut and then 7-14 business days to be delivered after being cut. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.
Customer Answer
Date: 09/05/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *******
Initial Complaint
Date:08/30/2024
Type:Customer Service 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.
7/13 weekend original battery dying went into advance auto parts on
7/16 for a new battery. ****** assisted in purchase and placement into my suv with new battery. Advance will remove and install new battery on site at any store per policy. Initially after install battery was fine until issues began. Thursday 7/25 glitching began with warnings and codes indicating no reverse camera, sensor readings and continued. Completely shut down unable to move vehicle. On 7/28 battery died had to call *** to have vehicle towed to ford on airport road.

After inspecting battery Ford informed me it was not properly installed causing the fuse to blow. Informed by service advisor to pick up battery to have it properly installed at ford with new fuse. I went into advanced explaining what happened after he installed battery incorrectly. ****** (***) talked with manager on site who then advised he would speak with district/regional manager about situation. I then took battery from advance and dropped off at Ford to replace and install new fuse. ***** advised this would cost out of pocket, $629.63. 7/31 after picking up vehicle I was told to bring in information to manager at advance. I was told to wait approx 1 week the manager was on vacation to hear back.
Business Response
Date: 09/02/2024
Thank you for providing us with the opportunity to address the complaint that **** ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. The Field leadership team over store **** ** **** ***** **** is investigating the damage to determine if the battery install or the vehicle being jump started caused the damage. District manager ******* has advised that if a new vehicle is jump started by another vehicle it can cause problems. Once the investigation is complete the customer will be contacted with the results of the investigation. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.
Initial Complaint
Date:08/28/2024
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 6/11/2024 I purchased a replacement engine for a Jeep for $4651.99. I was told there was 1 in the warehouse and they needed to quote me a 6 week delivery, but it would likely be delivered to the store within a week. Once the 6 week mark came and went (7/23) I called the store and they told me the item was back ordered. Since then I have been calling once a week looking for delivery status, at the beginning of August I spoke with someone who seemed to be in management who told me that I was #18 on a list, but engines should be arriving any time now. Since then my weekly calls have resulted in "I can have someone return your call" ...and nobody calls. This vehicle has been out of service now for 10 weeks.
Business Response
Date: 08/29/2024
Thank you for providing us with the opportunity to address the complaint that *********** ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. Engines are ordered directly from the vendor. *** has not provided a date on when Mr. ******** engine would be ready. District Manager **** contacted Mr. ****** and made arrangements for a refund to be processed. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.
Customer Answer
Date: 09/03/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was sold an item that your company does not sell. I came in for a new replacement engine and was given the choice between remanufactured or new. I picked new, paid 4600 for it and waited 10+ weeks to find out that you don’t sell new engines…The fact that this left me waiting 10 weeks without a vehicle for something that, once ordered from another company, showed up in 5 days has me livid.I can’t see how you can do business like this. I do a lot of wrenching and have lots of friends online as well as local. Since you wasted 10 weeks of my time, I will put in 10 solid weeks towards broadcasting my displeasure in your business practices.

Regards,

*********** ******
Customer Answer
Date: 09/03/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was sold an item that your company does not sell. I came in for a new replacement engine and was given the choice between remanufactured or new. I picked new, paid 4600 for it and waited 10+ weeks to find out that you don’t sell new engines…The fact that this left me waiting 10 weeks without a vehicle for something that, once ordered from another company, showed up in 5 days has me livid.I can’t see how you can do business like this. I do a lot of wrenching and have lots of friends online as well as local. Since you wasted 10 weeks of my time, I will put in 10 solid weeks towards broadcasting my displeasure in your business practices.

Regards,

*********** ******
Initial Complaint
Date:08/21/2024
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.
Went to purchase a car battery from advance auto parts it solicits that they do free installations of batteries on wall and on website and outside of store , when asked to install the battery they said they do not do that . And cannot do it . They were not busy and there was more than one employee in the building
Business Response
Date: 08/22/2024
Thank you for providing us with the opportunity to address
the complaint that ****** ****, has filed. It is important for us to hear from
our customers, and we will strive to meet your expectations. We apologize for the inconvenience this has caused Ms. ****.
There are some vehicles that do required professional installation in which the
team members in the store are not allowed to install the battery. If the team
member has never been trained to do a battery install, we advise them not to
install or attempt to install the battery, as this could cause damage to the customer's
vehicle. Our promise is to provide superior customer service and
offer high-quality products when you need them. Thank you for allowing us to
respond.
Initial Complaint
Date:08/19/2024
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 August 11, 2024 I purchased a new battery for my ******* Ranger side-by-side at Advance Auto Parts store #*****. I was initially told by the salesperson, **** , that they didn't have any in stock, after going to check, he then returned with one, saying it was the last one on the shelf. I left perfectly happy and relieved that I had gotten the last one and I was pleased with my purchase. I installed the battery the next day, and I was confused when my side-by-side still did not start. I then checked the voltage of the battery, and it was dead, and upon further inspection after that, it was clearly a used battery. I had been sold someone's used, dead battery for 150. I immediately called the store and spoke to the manager, who after first telling me that no one on his team would ever do something like that, then said that even if they did, they are technically allowed to do so, as long as it is within 18 months from the date on the battery. So according to the store manager at store #*****, he is allowed to resell every dead battery that comes into his store, as long as its within a certain date. I asked him to clarify this with me and he refused to respond. I had to drive out of my way to another store to exchange the battery. I am appalled by both the actions of the store employees, and the response of their manager, and at this time, I simply don't know if I will ever purchase anything from Advance Auto again, since I cannot trust the quality of their merchandise, from the mouth of one of their store managers.
Business Response
Date: 08/26/2024
Thank you for providing us with the opportunity to address the complaint that *********** ******* has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We apologize for any confusion or inconvenience this may have caused. While our stores can sell a "pro-rated" battery they can not sell a known to be "defective" battery. We are happy to provide the customer with their request of a refund as a one-time courtesy due to the confusion. That will be mailed to the provided address on this complaint. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.
Customer Answer
Date: 08/26/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*********** *******
Initial Complaint
Date:08/15/2024
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 a warranty on a starter for my 2010 Chevy impala. I go to the location *** ****** ** ******** ** ***** where i originally got the starter. Two months ago when i got the starter I was able to purchase the starter and return it. Today I wasn’t able to , the manager told me I had to take off the starter and let them test it. If I had the mechanical skills to do this I wouldn’t have to deal with advanced auto parts. Manager told me they would have to test the starter. What is the point of me having a warranty if I have to go through all the steps like I am a mechanic. I did a full diagnosis and got a report about the starter is bad. I continue to call the ***** ****** ****** ** ******** ** ***** just to see if it was the same steps and they told me I could pay and bring it back. So now I am out of 300 dollars for another starter because of this manager not honoring my lifetime warranty.
Business Response
Date: 08/23/2024
Thank you for providing us with the opportunity to address
the complaint that ***** ***** has filed. It is
important for us to hear from our customers, and we will strive to meet your
expectations. We are happy to assist our customer with this issue. While
it is our policy that a part must test defective to honor a warranty the parts
are not required to be taken off in that moment. If the customer can provide
the original purchase receipt and the new purchase receipt we are happy to
issue a refund to the provided address.Our promise is to provide superior customer service and
offer high quality products when you need them. Thank you for allowing us to
respond.
Initial Complaint
Date:08/10/2024
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.
I purchased CarQuest top of the line (most expensive because it was all they had available) rotors and pads for my 2019 Jeep Cherokee. I paid my mechanic to install them twice because they were mossing the clips from the original box. I was given the clips at the ****** store location ahere I purchased them. The brakes have squealed since day 1 so I was told it was the clips were defective. I got another set and paid my mechanic to install them again. Still squealing. I had the truck looked at my 2 other certified mechanics. All are telling me they are defective. The store recommended this $25 lubricant and a break in procedure. Paid a mechanic to do both of these and they still squeal. Now 4 months later the breaks are 3X confirmed installed properly and still squeal no matter what I try that I was told. After paying several times to tey to correct defective brakes Advance tells me to pay a mechanic again to take them off my vehicle and they will honor me returning them. Then I have to buy new brakes and pay to have them installed now. This is outrageous. These are top of the line brakes and cost me $500+ just in parts and they are defective. This isn't including the multiple labor costs and time and annoyance back and forth to the store. This shouldn't have been this hard from the beginning and has cost me triple what a brake job should have cost me.
Business Response
Date: 08/11/2024
Thank you for
providing us with the opportunity to address the complaint that ****** ********
has filed. It is important for us to hear from our customers, and we will
strive to meet your expectations.Advance Auto Parts
sincerely apologizes for the inconvenience Mr. ******** has experienced with
purchasing brake pads and them becoming defective. We have escalated this
matter to the field leadership of store #***** ******* ** *** ***** *** ******* ** *****. Please allow 24-48 hours for Mr. ******** to receive a phone call
from the store's leadership to provide a resolution.Our promise is to
provide superior customer service and offer high-quality products when you need
them. Thank you for allowing us to respond.
Customer Answer
Date: 08/12/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was contacted by ***** . At the store level. We discussed a full refund to which I agreed and went out of my way again to the store for processing. At arrival he changed his tune and only offered me a small refund of just pads for what has cost me $2,000+ in labor and $500+ in parts. It seems we have exhausted the store level solutions and need to bring this to Advance Auto corporate level for an actual resolution. The continued mishandling and lack of resolving the issues at hand is just causing more and more frustration at this point. Before I escalate this further I am asking for corporate level intervention and an actual 100% resolution to the problem with no further inconvenience and cost to me associated with that resolution. Thanks.

Regards,

****** ********
Business Response
Date: 08/20/2024
The general manager
********* did go over what he was willing to do with Mr. ********, which was
refund him for the brake pads without having the physical parts back in the
store. ********* also confirmed with him that in order to refund the rotors, he
would need to physically bring those into the store. As a courtesy, we are
willing to send Mr. ******** a check for $375, which would cover both sets of
rotors along with the other set of brake pads that was on the transaction. We
will be sending this check to the address Mr. ******** provided when originally
filing the complaint, *** ********* **** ********** ** ******Our promise is to
provide superior customer service and offer high-quality products when you need
them. Thank you for allowing us to respond.
Customer Answer
Date: 08/20/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
So the record is set straight. I spoke to ***** and he advised me he would provide a full refund, just as you are now, if I came to the store. I came to the store and the story changed to just one set of pads. I told him right to his face that wasn't what he stated on the phone and he said that was all he could do. I was annoyed an advised him I would continue to persue a fair agreement for all the time/suffering/damage/cost I have incurred due to defective brake parts I was sold from Aavance Auto. I was given a sly smile and silence. I walked out and reported back here as I promised I would. The original amount paid for the brake parts that were defective was $491.89. The amount to date refunded to me for 1 set of pads by ***** was $63.46. This would leave $428.43 remaining that would be needed to be refunded to be for a full refund of the defective brake parts. This wouldn't even be covering the $2,000+ in labor and probably additional $200+ in additional lubricants and misc items I was instructed to purchase to remedy the defective brakes situation. If Advance Auto would refund the proper remaining amount of $428.43 and just call it a full refund for defective brake parts purchased, I will be willing to walk away eating the additional labor and parts charges I already incurred and additionally will incur to have the brakes fixed with non defective parts. This will end up putting me at a loss of about $2,800+ when all is said and done. I will be purchasing all new brake parts from a different vendor and eating the labor costs once again to have the entire job done from scratch. I wish to just have this settled. If Advance Auto agrees, the check for $428.43 can be mailed to me at 296 Hollywood Ave Fairfield, NJ 07004. I wish for this case to remain open until the check amount is agreed upon and the check is received on my end. Thank you.

Regards,

****** ********
Business Response
Date: 08/27/2024
We have processed
another urgent check request for Mr. ******** in the amount of $116.89 to match
the $491.89 he is mentioning. We will be sending it to the same address of *** ********* **** ********** ** ****** Our promise is to
provide superior customer service and offer high-quality products when you need
them. Thank you for allowing us to respond.
Customer Answer
Date: 08/27/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ********
Initial Complaint
Date:08/08/2024
Type:Customer Service 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 scanner online, through their app on July 28, 2024, with store pickup, retrieving the item same day. Attempted to return the item on August 8, 2024 and was declined.

I called the customer service line since I purchased online and was told the policy is no returns. To date, this policy is not listed on the item, checkout screen or any place while purchasing. It is buried on their website. It was also told to me it was listed at the checkout counter which you place the product and easily covered.

There was no recourse other than going store to store to see if a GM would make an exception. With the price of gas, that solution seems illogical.

I would like to return this product for a full refund.
Business Response
Date: 08/12/2024
Thank you for providing us with the opportunity to address
the complaint that ****** ****** **., has filed. It is important for us to hear
from our customers, and we will strive to meet your expectations. We apologize for the inconvenience this has caused. Advance
Auto Parts has our return policy displayed on our website and in store, that electrical
items are non-returnable. We are unable
to refund this online order. Our promise is to provide superior customer service and
offer high-quality products when you need them. Thank you for allowing us to
respond.
Customer Answer
Date: 08/14/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To explain policy after the sale, but not during or at pick up is ridiculous. No where on the website when purchasing states anything about the policy, unless one goes and investigates under their refund policy (where I am told it was). At other businesses and organizations, you cannot mistake this policy.

Regards,

****** ******
Initial Complaint
Date:08/07/2024
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.
I placed an order on 7/19/24 from advance auto parts online and I was delivered an opened empty box with nothing in it. I reported it to advance auto parts, also filed a loss claim on ***, and waited 8-10 business days for a result and *** found the item at their loss and found and closed the claim. And I got an email from advance auto parts saying it’s been denied. “Closed” and “denied” have very different meaning here. “Closed” means that *** found the loss item. “Denied” means they did deliver the part. Which they didn’t. Advance auto part misused these two concepts and told me the claim is denied. Which is not true. I talked to *** and they said the claim is not denied. It’s closed since they found the item. Which should be the information advance auto parts needed to send a replacement. However, when I talk to advance auto parts, they kept on giving me the run around and told me to file a damaged claim again and wait another 8-10 days, for a part that *** had said they had it in their possession. And I filed the damaged claim. And *** said that they’ve communicated all this information with advance auto parts that they should be able to proceed to send me a replacement part, and advance auto parts had a supervisor telling me that you just need to wait. And through the conversation, it was clear that she knew nothing about my case, she wasn’t aware about how the package was reported lost first and now reopened, she just kept on telling me to wait cuz they are waiting on ***, when *** had already closed the case and inform them that they’ve found the part at their loss and found. And this supervisor **** told me that she’s waiting for *** to investigate if the part is in good shape???!!! The part was without a box being thrown around in *** warehouses for two weeks, she said or else they would be losing money….blah blah. They should have sent out a replacement when the first time *** told them that it was found in their possession. **** then hung up on me.
Business Response
Date: 08/12/2024
Thank you for
providing us with the opportunity to address the complaint that ******** *** has filed. It is important for us to hear from our customers, and
we will strive to meet your expectations.Advance Auto Parts
apologizes for the inconvenience caused by a Damaged Package by ***. We
show that Ms. *** contacted us back on 08/07/2024 after
submitting this complaint and ********* was refunded in full to her.
*** also updated the status of the Damage Package claim yesterday as
well. Our promise is to provide superior customer service and
offer high-quality products when you need them. Thank you for allowing
us to respond.

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Advance Auto Parts is NOT a BBB Accredited Business.