Business Profile

New Auto Parts

O'Reilly Auto Parts

This business is NOT BBB Accredited.

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Important information

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

Complaints

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

Customer Complaints Summary

259 total complaints in the last 3 years.
60 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.

Initial Complaint
Date:07/14/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Oreilly Auto Parts installed windshield wipers that I purchased from them on my car, but forgot to remove hard plastic on the wipers which scratched my windshield. I contacted the store multiple times regarding this issue, and they still have not offered any solutions.
Business Response
Date: 07/15/2025
I have asked our District Manager ***** to call and follow up with the customer on this.
Business Response
Date: 07/15/2025
Our Store Manager ****** spoke to the customer and let him know we will need an estimate. Customer will get that and follow up with her.
Customer Answer
Date: 07/16/2025
Complaint: 23598333

I have reviewed the business' response and am rejecting it because:

I have already spoken with ******, and once I have been reimbursed, then we can close this case.

Sincerely,

**** ********
Customer Answer
Date: 07/16/2025
Signed by ******.
Business Response
Date: 07/17/2025
We need a repair bill or estimate from the customer. Our Store Manager spoke to the customer and advised of what is needed.
Customer Answer
Date: 07/18/2025
Complaint: 23598333

I have reviewed the business' response and am rejecting it because:

I have already attached the estimate to this complaint, and Oreilly has access to it

Sincerely,

**** ********
Business Response
Date: 07/22/2025
I have sent the estimate to our District Manager for review and requested they follow up with the customer.
Customer Answer
Date: 07/27/2025
Complaint: 23598333

I have reviewed the business' response and am rejecting it because:
Still waiting for Oreilly's payment, will continue to keep this complaint open until resolved.

Sincerely,

**** ********
Customer Answer
Date: 07/28/2025
I am still waiting for the business to resolve the issue, once that happens, can I reach back out to the BBB to send an update on this matter?
Initial Complaint
Date:07/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a lifetime warranty on my 2013 ****** Altima alternator. I went in to the same location I originally purchased the alternator from OReilly Auto Parts at ************************************************ .I was told by the employee working counter that they could not honor the lifetime warranty because I had went to another location and I got a refund of approximately ****** for the alternator. I let them know that I have no idea where this location is and how was I able to return it and I have the alternator in my hand! I asked for the other location because I never knew about another location and that sounded like some type of identity issues, as yall just giving a refund of a used part to any random person. I requested they run video footage back for the day they said I came and got a refund from the National store..I also didnt have money to purchase another one. My mechanic took me to the other location located on **********, the employee called it the National store. The manager at that store did give me another alternator and told me that their system shows I got a refund of the part which once again I told them no I didnt not. He also told me he was helping me out and I appreciate that but that is not going to help me when I need the part again. I have contacted corporate office several times and they are aware of the incident and assured me regional manager will contact me. I have not heard from the regional manager and I need the alternator again! My car is currently disabled and I really need it fixed.. lifetime warranty should be honored and it is not!
Business Response
Date: 07/11/2025
I have reviewed the customer's purchase, return and warranty history. All transactions are under the customer's name and phone number. I have sent this information to our District and Regional Managers and requested they call and follow up with the customer.
Warranty Invoice *********** 1/14/25 for ULT R110464A

Refund Invoice 1026-478062 12/2/24 for ULT R110464A (cash)

Warranty Invoice 895-242145 3/2/24 for ULT R110464A

Purchase Invoice 895-207064 12/21/22 for ULT R110464A (cash)

Customer Answer
Date: 07/14/2025
Complaint: 23581618

I have reviewed the business' response and am rejecting it because: regional manager or district manager have NOT contacted me.This is the same response Ive been getting for months. No one reaches out, I have to reach out and still get the same response from corporate. The issue isnt resolved at all and its bad business. If they dont want to give me another alternator or HONOR the lifetime warranty just say that. Also take away that they even offer the lifetime warranty because that is not true. Its frustrating meanwhile my vehicle is still broke down. Im sitting, still waiting on a call back from someone who is probably stealing money from you all.

Sincerely,

********* *******
Business Response
Date: 07/15/2025
I have reached out to our District Manager ***** and Regional Manager ***** by phone and email both requesting they call and follow up with the customer on the alternator issue.
Business Response
Date: 07/15/2025
Our District Manager spoke to the customer and will be doing a warranty refund on the part due to customer having electrical issues with the car.
Initial Complaint
Date:07/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a 15mm socket to remove my oil pan drain plug and it stripped the plug. I returned it and complained and asked for a solution. He was rude, stared blankly at me, and said. OK. I said they need to make this right and he said. You need to use plyers or something. I told him he was useless and he called me a m*********** and to have a nice day
Business Response
Date: 07/11/2025
We need the year, make and model of the vehicle that was being worked on. Had the drain plug been previously removed by the customer? We will also need an estimate for the repair(s) customer is seeking stating what the issue is, what caused the issue and the estimated repair cost.
Initial Complaint
Date:07/02/2025
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 5/25/2025 I bought a jump starter system which didn't work for my truck. I went to the business to get my money back or credit and they refused to do either.
Business Response
Date: 07/02/2025
I called and spoke to our Store Manager ****** at our location at *********************************************************************************** where the customer purchased the part on 5/25/25. If the part was defective when it was brought back to our team, they would have offered a warranty exchange on it. If the part is used but not fixing the problem, we would not be able to refund or exchange it. The customer can take the part to the store and speak to our Store Manager ****** who will look at the item to see if it can be returned or exchanged. The phone number to the store is **************.
Initial Complaint
Date:06/26/2025
Type:Order 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.
Hi purchase intA/C002 acpW/Gauge now I try to return the item and they telling me the I cant get my money back they claim the someone return the item the I purchase from ******* never use at all but they telling me I cant get my money return how is possible the anyone can just do that this is abuse of power I will like to know how you return someone else item with out the recive and the fisical item please help
Business Response
Date: 07/14/2025
I spoke to our Store Manager *****. Customer threatened the store manager when trying to return the item, after store manager told him our system shows it was already returned. Our manager called the police. Customer left and did not talk to police. Our store manager will process a one time courtesy refund on the part if customer returns it to the store and is civil with employees.
Initial Complaint
Date:06/11/2025
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.
Order#K45560424R21202 Placed an order for a CV axle driver side. Never received the order. Called and spoke to a representative who tracked order and told me the order was delivered to a wrong address. I live in sunrise and they showed delivered to **********. Picture is not my house. Clearly not my issue. This is a carrier issue. Representative said he would file a claim with *** and I would have to wait for a response. Meanwhile I'm driving with broken axle. I asked for a reshipment first he said he has to wait before he can do anything. I said well I can't wait my mechanic needs the part to do the job. My mechanic said to go to auto zone and buy it there. I want a refund back to my original form of payment for my order that I clearly did not receive.
Business Response
Date: 06/12/2025
I was unable to find any record of the customer contacting us or of a claim being filed with *** for a lost package. I reviewed the order and filed a claim with ***, however we will have to wait for their investigation to complete to see if a refund will be done. *** and ****** Earth show the address in ********** is the same address the customer put for delivery in *******. *** will be reaching out to the customer via phone as well.
Customer Answer
Date: 06/16/2025
Complaint: 23458042

I have reviewed the business' response and am rejecting it because:
No one has reached out to me from *** or OReilly thus far.

Sincerely,

**** ******
Business Response
Date: 06/19/2025
*** has closed their investigation and denied the claim. The customer will need to contact them directly if they wish to dispute that decision at **************. There is nothing additional that O'Reilly Auto Parts can do regarding this claim and the shippers decision.
Customer Answer
Date: 06/20/2025
Complaint: 23458042

I have reviewed the business' response and am rejecting it because:

Ups never reached out to me. I called *** they said Oreilly needs to reopen the claim. I cant do anything on my end.

Sincerely,

**** ******
Business Response
Date: 06/23/2025
*** has closed their investigation and denied the claim. The customer will need to contact them directly if they wish to dispute that decision at **************. There is nothing additional that O'Reilly Auto Parts can do regarding this claim and the shippers decision.
Business Response
Date: 07/02/2025
The customer called us 6/26 stating *** directed him to have us reopen the claim. The customer was instructed that he would need to contact *** as the claim was closed to speak to them about disputing it. The customer called us again on 6/30 and stated he spoke to a woman at *** and she was going to send some paperwork stating they are approving his dispute, and that she had come to his home. The customer called us again 7/1 and said the *** driver had come to his home 6/30 and filled out paperwork and was going to submit it to us. The claim was updated back to in progress and showed *** was searching for the package again. As of 7/2 the claim has been updated to closed and states "package found/delivered." An email was sent to the customer stating that *** verified the package was delivered. Images attached. OReilly Auto Parts is not responsible for replacing or refunding any order that shows to be delivered in the shipping carrier's tracking. The security of deliveries becomes the responsibility of the customer once the order reaches the addressed location. Neither *** nor OReilly Auto Parts is responsible for replacing product that is missing or stolen from the delivery location.
Initial Complaint
Date:06/11/2025
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.
6/11/25$263 committed to provide a new item they are selling used scanners for obd1 ports as new. according to 16 CFR 20.1 - Deception generally: This federal regulation specifically states it's unfair or deceptive to:Represent a product as new or unused when it is ******** to disclose that a product has been used or contains used **************************** means or instrumentalities in the hands of others that may mislead consumers about the previous use of products.******** employee admitted that only employees have access to this scanner which means employees are scamming customers selling items that they themselves or others are using, then turning around and selling them as new when the item is clearly scratched and/or damaged. manager shows no care or interest in them clearly selling used items as new and says" what do you want me to do and I'm not discounting or sourcing you a new one" so they want the new price for damaged/ used scanner. again this is against the law and fraud. I believe its going on with multiple ********** in the ***************** since they sourced this second scanner and it was also used when we brought back the first one that had vehicles still stored on it and in a another language but according to ******** this was a new item? in conclusion they selling used items at new prices. when brought to there attention they shrugged there shoulders and said to bad. refused to even show concern. one employee admitted he also would be ****** off. this needs to be addressed as it is against the law.
Business Response
Date: 06/12/2025
I need the invoice numbers for any OBD scanners the customer has purchased, warranty exchanged and/or returned to us so that I can look into this further. There are no purchase records under the phone number the customer provided.
Initial Complaint
Date:06/11/2025
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 are around the end of 2023/ early part of 2024 in *********, ** I purchased a $48.77 Thermostat Housing for a 2020 Chevrolet Trax ** which exploded on me . . . Upon my having to put an actual dealership GM part and return an ********* Part's Store in ***************, SC for a refund.I'm denied the refund. Upon the day of purchase, I couldn't remember my mobile number and perhaps gave them my email address: ************************* ********* Auto Parts store knowingly sell questionable parts mimicking GM parts with "Unlimited Warranties . . ." When a store recognizes it's "Part--------Thermostat Housing it should honor the part that the customer is returning and refund the "Valued Customer" money despite absent of phone number in system and/or receipt. Rather, they treat them as something fishy or nonbusiness. In closing, I think instead a gave them my email address as mentioned in the forgoing I'm expecting a full refund of $44.77. *********************** Part Store isn't going to go out of business over these little dollars and "Police" isn't "Law," nor "Legislation" unenforcable.
Business Response
Date: 06/12/2025
The customer spoke to our District Manager on 6/11/25 regarding this. We need the purchase date and additional information to locate the customer's purchase receipt to validate the part is still under warranty and was purchased from us in order to be able to assist. This is also because the warranty is to the original purchaser of the part, which we verify with the purchase invoice. We are happy to assist the customer if he can provide the necessary information for us to do so.
Our warranty policy, which is available on our website ***************************************************, states:
1.1) Customer Information
Once you have provided OReilly Auto Parts with the required customer information, your warranty details are entered into the OReilly Auto Parts national warranty database.
Please keep all original sales receipts to be eligible for warranty service and product replacement.
1.3) **************************************** Warranty covers any product that is purchased from OReilly Auto Parts which fails due to a defect in materials or workmanship as long as the product is used normally and in accordance with the purposes it was designed for.
This Limited Warranty is valid ONLY if you are the original purchaser of the product and may not be transferred
Initial Complaint
Date:06/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took a battery to ********** Auto Parts to have a battery charge and they lost my battery.I finally spoke to an Assistant Manager by the name of ****** and he had no solution to the problem, except that someone might have stole it. I can give specific information when requested. I originally spoke to a man by the name of *** on May 22nd in the evening that took my battery in. The Receipt # was *******. On May 24th, I spoke to ******* at the store and he could not find it. On May 27th I spoke to ****** the Assistant Manager and we went to the back of the store to see if we could locate it. "It was not there- AAA battery that was purchased in September of 2023 for $215.00.
Address: ****************
City: ******
State: CO
Zip: 80012
Business Phone: **********
Business Response
Date: 06/10/2025
I have spoken to our District Manager and he will call the customer to reach a resolution.
Customer Answer
Date: 06/11/2025
I did receive a voice message from a gentleman by the name of ******. I went to the store to meet him and he was not there.
On June 11th, I called the Headquarters and spoke to a lady by the name of ******* ( in resolution's department).
She stated that she would email ****** so we could communicate. I am still waiting on another call.
Business Response
Date: 06/11/2025
Our District Manager was in store until a little after 5 and had informed the team that he may have a customer looking for him. Customer said hed be there between 1 and 3 and didnt show up. Our District Manager received the updates today and said he will call the customer tomorrow.
Customer Answer
Date: 06/12/2025
That information is INCORRECT as I did go to the store as I stated and the employees told me that the District Manager was not there.
I do not want to play anymore games with this establishment and therefore, I will try to get this matter resolved through their Headquarters.
Initial Complaint
Date:05/31/2025
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.
Purchased a:Super ***************************************** Size 34 750 CCA 120 Minute RC - 34PLT from the ***********, ** location on March 23rd, 2023.I have been having issues with the battery, specifically that it is not holding up to its cranking amps rating and after 4-6 cranks it drops into the 11v range. I took it to the *********** location for warranty ***lacement. After explaining to the *** the issue they said that they will charge the battery and then test it. I asked how many load tests do they do to determine if the battery is bad and they said the machine does one short load test. I then get a call that the battery tested good and I can come pick it up and they will not ***lace it. Upon pickup i look at the test results and all it says is good. There is no cca rating displayed, voltage or duration of load testing that would comply with ********-**** Warranty Act disclosure of warranty denial. I am requesting that my battery be ***laced under warranty and that proper testing and detailed results be displayed to customers upon warranty denials.
Business Response
Date: 06/03/2025
I spoke to our Store Manager ******** at our location at ***********************************************************************************. The customer can go see her with the battery and she will do a courtesy warranty exchange for him. If needed, the number to the store is **************.
Customer Answer
Date: 06/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Thank you for reaching out to the store to resolve the battery replacement issue.

Sincerely,

******** Kors

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O'Reilly Auto Parts is NOT a BBB Accredited Business.