Complaints

• Initial Complaint

  01/11/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged double the price for an auto part I specifically asked to be ********* I ended up paying $25 for a part the employee told me was $14 is upsetting. Along with that a car cleaning product I regularly buy at other retailers was sold to me obviously watered down and not the same product that should be in the container! I am partly to blame by having a trusting attitude when shopping in the store. I will never again trust any retailer to give me what was given in the past. It is now a cut throat world and customers will be taken advantage of at every opportunity. This particular **** store is very slow on business. **** is not the cheapest retailer in town and apparently my local store is desperate to stay in business. There is no other way to view my situation when I specifically asked for the "bottom dollar" part they had to choose from. The employee is responsible for letting me know the part is not what I asked for. I bought several items and trusted the store to give me what they quoted as the price. I am finished doing business with Napa.What should have been a total of $23.99 plus local tax turned into $35.14. It mainly is the principle. When retailers stop delivering the product that previously was given at the same location, it is time to sever relations with the business.

  Business response

  01/16/2025

  Hi Team,

  we have reached out to the customer and have left a detailed message on their voicemail. We have sincerely apologized to him for having to go through that. We also asked him to call us back to verify his address, to send him a $25.00 ********* card, as our way of making it right by him. Well make this happen as soon as he returns our call.

   

  thank you,

   

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased floormat liners for my vehicle. They do not fit properly. I have attempted to return but the store is requiring a restocking fee and shipping costs. Their own policy states that defect items (improper fit) fill not be charged either.I contacted the store online, provided explanation and photos.

  Business response

  01/15/2025

  Hi Team,

   

  we have contacted the customer and have confirmed that he has now received the refund. apologies for the delay in response.

   

  thank you,

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/24/23 I bought an alternator for my 2008 ****** Highlander then on 10/10/24 I was having problems with my car it would not start, and the mechanics came and diagnosed the problem as the alternator. I was staying in a hotel due to the Hurricane in a city that was close to ************, so I went to **** store to get another alternator that I would be able to get back to *********** I had to pay $349.87 for another alternator, so me and my family finally got home later that day. My mechanic here in ******** explained to me that the first alternator had a lifetime warranty and that they got me, which I did not know and no one in the store never mentioned this to me. When I came back to ********, I returned the core and they never told me about the lifetime warranty either. I went back over to the store to try to get a refund and they told me that I would have to get in touch with the Deerfield store which I did so after speaking to *****, He took the information and said that he would call the Clermont Store and call me back. A woman from the ********* store called me to let me know that I cannot get my money back and told me to call the Clermont store and speak to someone named ****. I spent over $600.00 on that day trying to get me and my disabled son home on that day. I would like to know if there a system that tracks your purchases if you are already in the system, that everyone would not have to go through what I am going through. Please help me get my money refunded. Thank You

  Business response

  01/14/2025

  we have contacted the customer about this case and is working with her on the resolution. she will be issued check for the difference of the part she received and the amount she paid. we will contact the customer directly if anything is needed.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/23 at 10:50am on S ************************************A Napa Auto Parts Employees was driving there ***** Silverado on the side of the road at full speed going to NAPA Auto Parts at ************************************************I called that Store and the worker seemed to be more concerned with getting my personal information then what was going on with his worker driving the company vehicle like ******* I'm interested to get a Follow-up because there's no reason why one of your workers has your vehicle driving that on public roads and possibly causing an accident. Then to have a worker more concerned why am I saying something about it other than the worker's actions.

  Business response

  01/09/2025

  Customer has been contacted and this issue has been resolved.

  Customer response

  01/09/2025

   
  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,
  
  ******* ********

   

  I was contacted and was told they will personally take care of this. 

   

  Other then that yes everything is taken care of. I just don't see it as okay for a staff worker to use a company vehicle like that on public roads putting everyone's life's at risk.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date was 12/16/24. I brought a 7565 Legend in for testing. They asked me if I had charged it. I replied that I had tried two different battery chargers and could not get it to take a charge. They tested it and said it needed replaced. They brought up a new one and charged me $50 plus $15.26 sales tax. This battery, as stated online has a 2 year free replacement warranty. It was purchased new 5/30/23. Now I don't know where you went to school but where I went $65.26 isn't free. If it has a 2 year free replacement, why wasn't i able to walk out of the store with a free one, since it was within the two year warranty? The store was oakland Napa *************************************************************************** ************** Store number ********* Invoice #****** eInvoice# OMA00354****** ORIGINAL ITEM WAS PURCHASED ON 5/30/23 INVOICE ******

  Business response

  12/19/2024

  Hello ****** *****,

  We are notified you have been assisted by our manager, ****** ****. Our team is working on issuing a check to the address you provided:

  ****************
  **********************

  Please let us know if you need additional assistance

  Thank you,

  NAPA CUSTOMER SUPPORT

  Customer response

  12/20/2024

  I accept the company's proposal to refund to me the amount in question. I would like for this case to remain open until such refund has been received. Thank you

  Business response

  12/23/2024

  we have processed a check from the price difference that should take about 7-10 business days. Please allow more time based on Holidays.

• Initial Complaint

  12/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased battery at ********* ******************************* which does not start vehicle in cold weather I would like to exchange for battery that works in region that has 4 seasons and works in cold weather. I made purchase on 11/30/2024 I am not satisfied with product purchased and would like exchange or outright return I plan on purchasing a better battery.

  Business response

  12/26/2024

  Local leadership and the store will make contact with the customer to resolve

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was driving in ******** and purchased snow chains, The got a pair of chains and asked the store person to on how to use them he had some thing in display and told that that is the same I was getting and showed a demo. As I was travelling I left the place and two days later when opened the pack it was a different chain. When i called **** store they said that I cant return snow chains. They blamed me for not opening and checking what I bought at store. More over the price they charged to me on that was 270$ where as the same product was sold for 85$ at ******, *******, Discount tires etc. When I called Napa they said call the store , when I called the Store they said call Napa. When I questioned them about Price gouging they just hung up on me.

  Business response

  12/13/2024

  Hello ***** *****,

  
  Your ticket has been received, and we are working with you currently to provide a resolution to your complaint
  

  Thank you,

  NAPA CUSTOMER SUPPORT

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number AC1800178 November 22,I did a lot of searching to get coilovers at a price match. I finally found it at a good price and priced matched it. My order is placed and I wait 3 weeks. I see no updates about my order for 3 weeks so I decide to check the website to see whats going on w/ my order. It says canceled for 3 weeks and I haven't gotten my money back yet. I am confused b/c if it was canceled I should've gotten my money back. I have to call their center and the useless *** I spoke to couldn't help me with the simplest questions. She transfers me to her useless old geriatric manager **** at ext 224. He tells me the order is canceled and is giving me attitude and a sense of superiority. I ask him why and he says that a lady from ******* called and said the order is fraudulent. At this point I realized I am a victim of RACISM and PREJUDISM. I have the card in front of me that I used to place the order with my name on it. I am on the banking app with my name on it and I can see the charge. He tells me I am using a stolen credit card to place the order and they do not refund fraudulent orders. I offer to show him a pic of my card with my name on it, proof of address, and get an amex *** on the line to confirm it is my card. He said no snarkly. I ask him where my money is he and he said he doesn't refund fraudulent orders but he will refund it. So why the company not refund a person who is getting scammed? This company NAPPA is commiting FRAUD, PREJUDISM, AND RACISM. DO NOT BUY FROM THEM OR THEY WILL CANCEL YOUR ORDER AND STEAL YOUR MONEY. AVOID AT ALL COST

  Business response

  12/05/2024

  Hello ***** ****,

  Our Service Manager, *****, tried to contact you this morning but went to voicemail. Please give us a call back at your earliest convenience so we can make things right for you.

  ***** A. *****
  Direct: *************

  Thank you,

  NAPA CUSTOMER SUPPORT

• Initial Complaint

  11/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/26 I ordered a drive shaft, part number "*** ******". The advertised delivery date, was 11/29. Whereas all other retailers did not have this item in stock, they claimed to have it in stock, ready to ship. So I ordered it from ****, however one day before delivery was supposed to be met, they sent me an email stating it was delayed. Never provided an updated delivery date, or an option to cancel. Directly violating the *** rule. Along with violating the rule of unreasonably promising a delivery date that knowingly cannot be met. They lied about having it in stock to get me to order, and then claim I cannot cancel it even after calling multiple times and directly speaking to their associates. The item has still not even shipped, and it is the date it was supposed to be delivered. I still have no way to cancel, and no updated delivery time. Below I have included the *** rule on prompt delivery. Proving they have violated Federal law. Thank you for your time.The ************************'s (***) Mail, Internet, or Telephone Order Merchandise Rule (MIR) requires sellers to: -Have a reasonable basis to expect that they can ship orders within the stated time or within 30 days if no time is stated. #(delivery was promised 11/29) -Notify customers of shipping delays in a timely manner -Give customers the option to cancel their order and receive a prompt refund if they cannot ship within the promised time #(I have no way to cancel this order, and was directly told by an associate it could not be canceled, even after delay, and it is still not even shipped) -Obtain the customer's consent to a delay in shipping, unless the delay is up to 30 days Promptly refund all money paid for unshipped merchandise if the customer does not consent to the delay."

  Business response

  12/02/2024

  Good afternoon **** ******,

  We apologize for the negative experience with the **** company. We have notified our Service Manager, *****, on your complaint to help come up with a resolution for you. She has confirmed you have been contacted. Please let us know if you need additional assistance.

  Thank you,

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a wheel bearing online on June 26, 2024 and returned it on July 11, 2024 as I couldn't use it. Was supposed to be refunded back to the card used when purchased. Website says refunds should take 3-7 business days and as of July 27, 2024 I still have not received that refund and finding out who I should call about this is turning into a nightmare.

  Customer response

  11/06/2024

   

  This complaint was resolved 2 months ago. I got my refund so this complaint can be closed

   

*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. ↩