Complaints

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

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  Advance Auto Parts

  1336 Plantation Rd NE Roanoke, VA 24012-5713

• 

  Advance Auto Parts

  5504 Fort Ave Lynchburg, VA 24502-5318

• 

  Advance Auto Parts

  2000 2nd St Richlands, VA 24641-2306

• 

  Advance Auto Parts

  3525 Merle Hay Rd Des Moines, IA 50310

• 

  Advance Auto Parts

  4917 Country Club Rd Winston Salem, NC 27104-4505

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:08/12/2023

  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 Brake Rebuild parts at store # ***** ; they were installed. Upon testing the functionality of the newly rebuilt braking system including rotors, calipers, pads & hardware ; it became clear that there was a significant problem with the parts purchased. The new parts were then removed and compared with old parts. The new front rotors where approximately 1/4 inch deeper than the old rotors. We returned to the store of purchase and asked to speak to the Store Manager ( **** ****) . **** **** was very unprofessional in every aspect. I attempted to explain my dilemma to **** **** ; she kept insisting that the parts were correct and made no attempt to investigate the reason for the problem with the function of the newly purchased parts. **** **** also became visibly upset and raised her tone of voice and maintained an aggressive attitude. I ultimately left the (2) rotors at the store ( I was NOT offered a credit or Discount of any kind ) .I then drove to **** **** ; where they took the time to assist Me and threw their professionalism and dedication to customer service I purchased the correct parts and My truck is now fixed.

  Business Response

  Date: 08/12/2023

  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 is sorry to hear of the trouble Mr. ******** had with his rotor purchase and attempted return. We can offer a refund check for the $245.22 purchase if Mr. ******** could provide a good mailing address. We will also send the feedback on store manager **** **** to the leadership team to 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.

  Customer Answer

  Date: 08/16/2023

  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,
  
  ****** ********

  Customer Answer

  Date: 08/21/2023

  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.Good afternoon, My Address is  *** ********* **** ********* ***** Thank you again for all your help, ****** Randazzo  

• Initial Complaint

  Date:08/04/2023

  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.

  The box arrived damaged and had items missing the other boxes never showed up to my house even though it says that it has arrived.

  Business Response

  Date: 08/07/2023

  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 have received multiple claims that UPS has not delivered
  Mr. *******’s packages or they have arrived damaged. These lost and damaged
  packages, go back to 2021 and we have refunded almost all the orders. We
  processed a UPS damage claim on this package and UPS denied the claim. Therefore,
  Advance Auto Parts is not able to refund this 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: 08/09/2023

  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.
  
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/03/2023

  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 ordered online part no ******* ****** impact sensor for my car and it is defective and when i tried to return it through the local store in **********. The manager told me that it is not a ****** brand and when I called the customer service for refund as I do not trust to any important spare parts from this company as they sell misbranded defective parts.

  Business Response

  Date: 08/03/2023

  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 have reached out to our field team to confirm what occurred with the customer's return. Our store manager has advised us that the part that was brought into the store does not match a part that we sell and does not match the product on the order number the customer provided. This led the store to deny the return per policy.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: 08/03/2023

  This is the part that was sent to me and this mean it may be was returned from someone else 

  Business Response

  Date: 08/15/2023

  We have spoken with our store team for clarification on this matter. The item purchased is considered non-returnable as it is a sensor. In addition, our store team has advised us the product being returned is not the product that was ordered. However, as a one-time courtesy we will approve the return of this product in the form of a gift card. 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: 08/21/2023

  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.
  
  Thank you for taking care of this case the reason for my response is that the refund should be to my original payment card as it is their mistake to send me a misbranded product   Thank you  ***** ******  

  Business Response

  Date: 08/25/2023

  We are willing as a one-time courtesy to issue a merchandise credit via gift card to resolve this issue. The customer needs to provide a valid mailing address before we can process this option.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: 08/25/2023

  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.my address is *** * ******* *** ********** ** *****
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:08/01/2023

  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 power steering pump on 07/20/2023 and had a core return price of $72. I went to return the core part the next day and when the young lady did the return it refunded me the entire $243.90 back to my card. The young lady has to call the back office and they advised that they have to re-deduct the $243.90 and issue me a check for the core part. I have yet to receive my refund for the core I returned.

  Business Response

  Date: 08/01/2023

  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 have processed check # ****** for the core amount of
  $72.00. This check was sent out via **** ** ******* on July 26, 2023. This will
  arrive via ****. 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: 08/31/2023

  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 have not received the check.
  
  Regards,
  
  ****** ****

  Business Response

  Date: 09/04/2023

  We apologize as the wrong address was printed on the first
  check. We have done a cancel and have submitted the check to the correct
  address listed in the complaint. The check should arrive within 14 business
  days.  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:07/31/2023

  Type:Customer Service 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 at advanced auto to pick up some car cleaning supplies when I was backing out I ran over a rat trap and it put two holes in my car tire they say it's not there's and was very rude about it saying what you want me to do about it I know what you are trying to do he repeats it twice and walked away I talked to the manager the next day and he was also RUDE about it saying what you want me to do about it this happened 7/30/23 and 7/31/23 I'm not planning on buying anything from advanced auto again and I will let everyone I know about it

  Business Response

  Date: 07/31/2023

  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 damage to your tire from one of our location's parking lots. We will be happy to partner with the store's leadership team at the store to investigate the issue and give you a phone call. Please provide the store's address or phone number so we can escalate this matter to the correct location and have the upper management reach out to you at the phone number provided.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: 07/31/2023

  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:07/31/2023

  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.

  On August 16, 2020, I ordered a DieHard Gold Battery Group Size 35, 640CCA online. It was received the same day and installed the next. In early May of this year, the car wouldn't start; it had been sitting in the hot sun most of the day. I used a tool to jump start it. It has happened twice more (after sitting in the hot sun) and once after I opened the moonroof with the engine off. The alternator is fine. The car consistently runs well after it is jumped; the positive cable was removed from the battery while the car was running and it continued to run smoothly. I took my car to Advance Auto Parts on **** ****** 07/29/23 and an employee-older man, average height came out and tested the battery. He said it was fine and it must be the alternator or I don't drive enough. The alternator is fine and I don't know what is meant by not driving enough. I've been driving the same amount over the last three years and now it is not enough? The battery is failing. I asked that he honor the warranty and instead he put the blame on me. The battery is still under the three year warranty and I want it replaced. Thank you

  Business Response

  Date: 07/31/2023

  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 of having to deal with the failing battery. We will be happy to partner with the leadership team at the store. We were unable to find the specific location Ms. ***** is mentioning, can she please provide the exact address or store number for us to send this information over to the store leadership.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: 07/31/2023

  Thanks for the quick response. 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.  
  As requested, the address is ***** **** ******* ***** ** ******** ******** *****.  The phone number is *************  I had sent this complaint to both the headquarters in ******* and the address just listed.  Since the battery was purchased online, I wasn't sure which office should be contacted.  Sorry for any inconvenience. 
  
  Regards,
  
  ******** *****

  Business Response

  Date: 08/14/2023

  Thank you for providing that information. I did escalate this information to the correct store, but unfortunately the store was unable to get in contact with the customer. The management at the store advised that the customer has an 'automatic call screening' system on her phone, not allowing them to connect with the customer. We would be happy to provide another phone number to the store so they can try to get back in contact with the customer.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: 08/14/2023

  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 can be reached at the number given- ###-###-####.  The caller just needs to hit an additional number as specified by the system. When my number is called, a voice says to hit #3 (for example), once it is hit, the call will go through.  I can also be reached at my work number, ###-###-####, but this is not preferred. 
  Regards,
  
  ******** *****

  Business Response

  Date: 08/19/2023

  Thank you for providing that further information. I have forwarded this to the management of the store so they can get in contact with Ms. *****.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: 08/21/2023

  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 single phone number originally given had always been an option to use (just hit a single number when prompted), but no call or message has been received at either of the two numbers now given.  Of course the issue has not been resolved. 
  
  Regards,
  
  ******** *****

  Business Response

  Date: 08/26/2023

  We do greatly apologize that there has been such difficulty getting in contact with you. The store did reach out advising they attempted to call again to still not be able to get through, along with giving a call to the work number provided and not getting an answer. At this point with the inability to contact over the phone, we suggest stopping by the store in person to speak to someone and get the issue resolved.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: 08/28/2023

  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.No message has been left to indicate how this will move forward.  Please call and leave a message if I don't answer.  What are you offering?Regards,
  
  ******** *****

  Business Response

  Date: 09/02/2023

  We can contact the store again to see if they are able to call Ms. ***** again, but due to the phone program she has the store has stated they are unable to even get through to leave a message for her. They also attempted to call her work phone with no answer there 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.

  Customer Answer

  Date: 09/10/2023

  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.
  Again, they can reach me at both numbers .  I have record that they called each number once and did not leave a message.  I want the resolution in writing or recorded. Thank you.
  Regards,
  
  ******** *****

• Initial Complaint

  Date:07/27/2023

  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.

  My vehicle almost cut fire for a default battery that I purchase 2 years ago at Advance auto parts (******* brand). I replaced my battery at **** and I’m seeking refund from Advance as per defective product, they claim that the most they can do is a $50.00 gift card as per battery warranty expired 2 months ago.. I was all morning calling to find a resolution I spoke with *******,*****,****** from customer service department, also escalation department **** and ******* and they claim the only think they can do is the gift card for fifty. I ask for the manufacture number from ******* and they said that anything do with this battery is deal at this same department and there is no one that can help me as a consumer.

  Business Response

  Date: 07/27/2023

  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 have investigated the complaint made by Ms. *********** and found that the battery is outside of its warranty period. Once this occurs our store locations will no longer honor an exchange for the product. As a one-time courtesy a $50 gift card was offered by supervisors to assist with a repurchase. We are happy to up hold that offer for the customer. In regards to contact information requested for *** ****, Advance Auto Parts is listed as the only customer care contact for these batteries as *** **** is our brand of battery.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:07/26/2023

  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.

  July 21, 2023 I went to Advanced Auto Parts at *** ** ************ ** ** **** ***** *********  It was about 8:10PM and I was returning 3 packages to ******. It was a *** drop off, the merchandise was $200 dollars in total and **** scanned all 3 packages. There was another guy who had parked his truck behind me and ran into the store before me and went in the back. **** had asked him if he could scan all 3 boxes at once. I gave **** my email address to send confirmation to. It wasn’t until later that evening I received an email from ****** that a refund had been issued for only 2 of the packages. When I checked my ****** account the package for $100 dollars had not been refunded. So I checked the gmail account **** had sent my confirmation and only saw 2 of the packages in the confirmation. I called Advance Auto Parts the next day and spoke with *****, he said he was the manager. ***** said there was 3 packages in the back and he didn’t know why they hadn’t been picked up last night. He rescanned the packages but said he couldn’t resend a confirmation email because the system wouldn’t allow it. Instead he gave me 3 tracking numbers. ***** said that they didn’t have cameras in the store either but he would call me around 4PM when *** picked up my packages. He didn’t. So on 7/23 I went into the store and ***** and **** were on duty. **** said he did scan my 3 boxes but *** must’ve done something and they weren’t responsible for that. ***** agreed that *** had done something. But in all the states I’ve resided in over 10 years I’ve never had a problem returning any packages to ******. The fact that he admitted to scanning 3 packages but my email confirmation only displays 2 packages. **** still insisted the fault lies with the *** driver. **** also complained that how could I receive a confirmation from ****** at 11PM when they were closed that *** had to have stolen my package. Advance Auto Parts fails to understand I dropped 3 packages, **** sent confirmation of 2.

  Business Response

  Date: 07/28/2023

  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 have partnered with the store leadership team and been advised that Ms. ******* was refunded by ******. 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: 07/30/2023

  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:07/25/2023

  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.

  On June 9, 2023 I dropped off a car battery (Group 9, Size H, and Part Number ****** - cost $189.00) for charging. ***** did not give me a ticket(receipt) as company rules mandate as I was told by ******* in this company's consumer service group at **************. I was supposed to be called that evening, but nobody called. Battery that I took was all black with no labels.
  
  On June 10 I was told at store that battery had not taken charge for it was too old: supposedly from 2017 which is a false claim identifying another battery with a label on the side and on top. Its part # is **-***.
  
  I urged the store and ******* to make sure to save all video records from June 9 to June 15. ***** FALSELY told me that he watched video of the 10th that shows me picking up and taking the same battery I had dropped off before coming back to returning another battery: THIS IS A LIE that the video must prove. NOT AN ERROR, AND THE VIDEOS FROM THE 9TH TO THE 15TH MUST SHOW WHO MOVED AT BATTERE.
  
  Store manager ***** claims that he watched the video of the 10th and that it shows that I was given back the battery I had dropped off. THIS IS FALSE AND MOST PROBABLY A LIE: I FORGOT TO VERIFY THAT ***** HAD WATCHED THE VIDEO OF THE 9TH TO SO CLAIM. BOTH TAPE DATES MUST BE WATCHED TO SO ASCERTAIN.
  
  PLEASE, ASK FOR THE VIDEOS FROM THE 9TH TO THE 15TH TO PLAY IT SAFE AND ESTABLISH WHO TOOK THAT BATTERY.
  
  I AM CERTAIN THAT THIS IS NOT A MISTAKE BIT WILLFUL FRADULENT CONDUCT BY AT LEAST ***** AND *****.
  
  I, ****** ** ****, hereby affirm under oath and under the pains and penalty of perjury that all my claims hereby are true.

  Business Response

  Date: 07/30/2023

  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 inconvenience Mr. **** has experienced. We have escalated this to our field team for review at this time. Our district manager will be reaching out to the customer directly to attempt to resolve this at store level.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:07/25/2023

  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.

  On July 13, 2023 I sent my fiance to purchase a Duplicolor scratch fix all in 1 pen from the Advance Auto Parts located at **** ***** ** *********** *** She purchased 4 white pens that were for the wrong make/model car. I've since then lost the receipt from the purchase and my fiance did not give them her personal cell phone number. I tried to return all 4 pens that have not been used or opened and the guy behind the counter acted like I was lying to him and refused to give me a refund or store credit. I don't understand why I was refused a refund just because my fiance didn't want to give the store associate her personal cell phone number. I would like a refund or store credit for the unopened pens if possible. People shouldn't have to give their personal number to receive a refund if they are returning a product!

  Business Response

  Date: 07/26/2023

  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 the customer with locating their receipt for this return. Our stores do request some personal information when no receipt returns are done in order to process the transaction. If the customer can provide us with the amount and date of purchase we will be happy to pull the transaction on our end. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.