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Business Profile

New Auto Parts

NAPA Auto Parts Headquarters

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

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

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NAPA Auto Parts Headquarters has 11 locations, listed below.

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    Customer Complaints Summary

    • 144 total complaints in the last 3 years.
    • 51 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/22/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Hello,*** made multiple attempts trying to contact your customer support. Ive sent several emails. So far your company has only chosen to ignore me. This is for a pretty basic return. All I was asking for was a free return shipping label for order #********.According to your website your website said these were the correct brake rotors. Unfortunately, they are not a match. Your website is 100% incorrect and I can provide evidence. Ive already wasted a lot of time trying to contact **** customer support. I also wasted a whole day trying to install the wrong brake rotors. This entire experience has been quite terrible. Can you please help resolve this issue? Thank you

      Business Response

      Date: 07/24/2025

      The customer has been sent the return label to send back this return.

      Additionally, we requested vehicle information to verify fitment information on the website.

      Thank you, 

      NAPA Customer Support 

    • Initial Complaint

      Date:07/21/2025

      Type:Product Issues
      Status:
      Resolved
      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 product from napaonline.com. I checked the return conditions for napaonline.com prior to ordering, as I wasn't sure I wanted to keep the product. The website said I could return to any physical Napa store without issue for a full refund (and also stressed ****'s commitment to customer service), so I ordered the product from napaonline.com and not somewhere else as it seemed like I would have a great customer experience. After ordering, I learned that napaonline.com and napaonline.com/accessories have completely different return terms and conditions, and I was not able to return the item to a Napa store because I had ordered from napaonline.com/accessories. I was asked to pay return shipping and a restocking fee, which amounted to over a third of the cost of the item. I sent numerous emails to Napa for support as I don't see why I'm being penalized because I wasn't aware that the Accessories and normal napaonline.com are different websites, when they look the exact same and both start with napaonline.com (so you can't even tell you're on the accessories page when using a mobile browser). They also claim that the return conditions are different for any order numbe starting in ***, but there's no way to know this until after you have ordered the product. I'm looking to return my product for the full refund ($73).Thanks,*****

      Business Response

      Date: 07/23/2025

      Hi, we have reached out to the Accessories garage, and they have agreed to waive all the fees for this order. We Tried to reach out by phone, but it was disconnected. Please return product to receive full refund. Thank you.

      Customer Answer

      Date: 07/23/2025

       
      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,

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

    • Initial Complaint

      Date:07/19/2025

      Type:Product Issues
      Status:
      Resolved
      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 an alternator from **** on 15 May 2025. After installing I had several issues with the cars electrical system, and after a couple of months of troubleshooting, I had the new alternator tested and it was bad. I contacted **** customer service on 8 July and asked how to have the alternator replaced as it was under warranty. They responded by email, also on 8 July with what needed for the replacement. I replied to the email on 8 July with the requested information. Since then I have contacted Napa by phone nearly daily starting on 11 July to find the status of the replacement, and each time I have been told they will respond via email within ***** hours. As of today, 19 July, I have yet to receive any response via email or other means. I would like to have the alternator replaced with a fully functioning one or a full refund within one business day.

      Business Response

      Date: 07/21/2025

      Part has been re-ordered. We let the customer know. Details are below. Thank you. 

      Shipping Details
      Estimated Delivery Thu, Jul 24
      Order#********

      Customer Answer

      Date: 07/26/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.   I did receive the part on 7/24, however Im extremely disappointed in the service from ****, especially as it took contact from the BBB to warranty a faulty item.

      Sincerely,

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

    • Initial Complaint

      Date:07/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Made an online purchase of 5 parts on July 2 2025,was told i would receive parts by July 6 2025. I did not get any parts until July 8,9,&10. On July 10 2025 finally got my 5th part i ordered,opened package and part box inside is empty, no part in box. Waited 8 days for an empty box,immediately called ********************* and the only thing they cared about was who shipped it ,and who packed it. I was told I would hear back from **** in 24 to 48 hours. Never have they called. Called back on July 17 2025 still no resolve, can't get an answer on when I'm going to get my vehicle part. I don't think they realize there a car part provider, without parts I can't fix my vehicle and Napa don't care. Do not ever order online and have shipped to your home probably won't ever get your parts. Still waiting with no answers from ****. This is not ***************** How does a car part ********************** not care about its customers.? Every part has been a hassle to deal with ,I would go to any other car parts supplier before I ever order another part from Napa Auto parts.

      Business Response

      Date: 07/21/2025

      Customer Care reached out and apologized to customer for the inconvenience. Calling today to verify address. Shipping details below.

      1Z6909040301644915 UPS

       

    • Initial Complaint

      Date:07/14/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 Tuesday July 8th, I called a Napa Auto Parts store in *****, ********* with concerns about employee bias seen online and asked to speak to a supervisor about their harassment and discrimination training. The supervisor was immediately mocking and condescending, refusing to answer questions, or give his name and position for follow up reporting to Napa Auto Parts corporate. In fact, instead of providing his name he read off my caller ID and phone ********** phrase repeated throughout this phone call was is this a joke. In what circumstances are conversations about discrimination ever appropriate to be referred to as a joke - regardless of if you agree with the perspective of the person you are talking to?Immediately after this phone call, I received a threatening and demeaning text to my personal number from either 1) the employee I expressed conduct concerns about or 2) the supervisor I spoke to. I do not know, seeing as they refused to provide their identity.Regardless, threats and harassment from a business merely because a customer expressed concerns is entirely inappropriate behavior. My personal number, only accessible because of a business phone call, was given out to be used while either employee was on duty for their own personal reasons without my consent. What I can make out from my experience is either A) the supervisor gave my number out to an employee for the express purpose of intimidation and harassment, or B) the supervisor himself intended to intimidate and harass me after the fact and while on duty. This undoubtedly violates consumer privacy laws on top of being inappropriate conduct of employees.When I called Napa customer service on Tuesday July 8th, I was told I would be contacted by Napa Auto Parts HR & the regional business manager within ***** hours via email (#IN-25010592). As of July 14th, I have yet to receive any contact or updates.The name in the provided screenshot is my chosen name.

      Business Response

      Date: 07/15/2025

      We want to assure you that we are aware of the matter you raised. Given the personal nature of this issue, we have forwarded it to the local corporate leadership team at the relevant store location for their review, advisement, and awareness

      Customer Answer

      Date: 07/16/2025

       
      Complaint: 23596582

      I am rejecting this response because:

      I was told by Napa Auto Parts customer service on July 8th that I would hear back directly from local corporate leadership within ***** business hours. By Monday, July 14th, I had not heard back from Napa Auto Parts at all. I called customer service again, and was told to wait another ***** hours. It has now been over 48 hours since second contact for an update and I have not heard anything back. 

      I do not trust that local leadership is taking this matter seriously, especially given the incident involves a local supervisor. 

      I am requesting leadership contact me directly with updates on how this situation plans to be handled or I will be in touch with my lawyer. 

      Sincerely,

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

      Business Response

      Date: 07/21/2025

      We have reached out to upper management, and they left VM on 7/10 and tried again on 7/18. 

    • Initial Complaint

      Date:07/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 arrived in the store Frankford and ******** first ******* I arrived asking for air filter s**** she stated she don't look up parts I went to auto zone they look up Part for me didn't have it I went back in the store after looking up the parts I Ask for screws she point in. Directions I am In the location don't know where to look I have a heart leak it is hot broken air in the store ******************* .I file like I just want to cry I am in my 50s feel Like iam about to go Into ************** this is terrible she needs to be fired I have my adults sons in the car I said I will go in the store .To he treated this way this is terrible Refusing to look up a part and telling. Me to go Back to auto zone the competitor I hope I don't collapse being in your store chest tight from the stress it is causing no Air .First ration not being help In the stores the sore will Be liable I am going to make attempt To call the media to be treated this way. Not helping me

      Business Response

      Date: 07/15/2025

      We reached out to Mrs. ****** and confirmed that she accidentally put our Company instead of Advance Auto Parts. This has been resolved.

    • Initial Complaint

      Date:07/08/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Nature of dispute: I purchased items from one NAPA auto parts store and later sought a refund for them at another NAPA auto parts store. The store I returned them to did not refund the full value of the items because they claimed their pricing was different than the store I purchased them from. My dispute is that I believe if a store exists under a corporate brand name, they should refund the original price of items if the items were bought from a store under the same corporate brand name. Original purchase: $532.38 ($492.94 subtotal) from NAPA, ********************************** Refund received: $478.29 ($445.96 subtotal) from NAPA, ******************************** What I am seeking: The difference = $54.09

      Business Response

      Date: 07/10/2025

      We have reached out to *** Day and processed a refund of $54.09 in the form of a check

      Customer Answer

      Date: 07/15/2025

       
      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,

      ******** Day

    • Initial Complaint

      Date:06/30/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 tried to purchase a car battery online. During the attempt, the site clearly states that purchases over $49.00 receive free delivery. The purchase price I was attempting was over $169.00, however the site wouldn't remove the delivery fee of $49.99. I contacted NAPA by telephone and was told to pay the full amount including shipping and I would be reimbursed in 30 days! I immediately filed a complaint to their online complaint department and have received no reply.Clearly this is false advertising

      Business Response

      Date: 07/02/2025

      Good afternoon Mr. ***** ****,

      Thank you for bringing this to our attention and we sincerely apologize for the confusion and frustration regarding the shipping charge on your recent order attempt.

      While we do offer free shipping on most orders over $50, hazardous and hazmat items are excluded due to their special handlings and shipping requirement. We apologize for the inconvenience. We encourage you to visit your local NAPA Auto Parts store, where you can shop in person and receive the same great products without the delivery fees.

      Thank you,

      NAPA CUSTOMER SERVICE

    • Initial Complaint

      Date:06/30/2025

      Type:Product Issues
      Status:
      Resolved
      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 several items from **** online for Father's Day, including those in dispute on June 9, 2025.This item was the MILWAUKEE TOOL SHOCKWAVE Impact Duty Driver Bit Set - 74PC (MIL ********). This item was defective. Several drill bit pieces were irremovable from the kit.I attempted to return the item at a local NAPA store the following week, and was told by store employees that it was only able to be processed as a return via email/mail using a form.I completed the return of request form on June 18, 2025. The following day, June 19th NAPA emailed requesting for proof of the defect in which I sent picture. In 5 days on June 23, 2025 that I would receive an email with a RETURN LABEL PRINT from *** to allow the return to be processed.I have checked my email spam, junk and trash since June 23rd and have not received any "return label print". I contacted **** again by email on June 26th requesting a reply OR a return label and have not received any notice.

      Business Response

      Date: 06/30/2025

      After review, we were able to confirm that there was a typo in the email address for the *** label delivery. It has since been corrected, and new return label is on its way to the customer's inbox. 

      Thank you, 

      NAPA Customer Support

      Customer Answer

      Date: 07/02/2025

       
      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,

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

    • Initial Complaint

      Date:06/19/2025

      Type:Delivery Issues
      Status:
      Answered
      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 June 16th 2025 for brake pads and rotors. Their site clearly has a coupon called GETBRAKES to get $40 off total above $125. I spent $179.99. It stated at the end of transaction coupon was applied and as I selected to pay I realized there had been no deductions from my total cost. I called customer service same day and she didnt know how to help said they would contact me 24hrs later on the 17th.they never did. I called and they said they are still working on the issue. Its the 18th and still havent heard from them. I dont get whats so difficult you site clearly states a discount and it was not applied. I want my discount otherwise youre FALSLY ADVERTISING TO BAIT CUSTOMERS. My order number is ********.

      Business Response

      Date: 06/23/2025

      We have Connected with the customer and sincerely apologized for the inconvenience caused. At this time, we have issued the $40 refund for their order on June 20th

    NAPA Auto Parts Headquarters is NOT a BBB Accredited Business.

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