Complaints

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

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  O'Reilly Auto Parts

  233 S Patterson Ave Springfield, MO 65802-2210

• 

  O'Reilly Auto Parts

  2124 E Spring St New Albany, IN 47150-1565

• 

  O'Reilly Auto Parts

  3880 Ruckriegel Pkwy Louisville, KY 40299-3958

• 

  O'Reilly Auto Parts

  2910 Lone Oak Rd Paducah, KY 42003-8029

• 

  O'Reilly Auto Parts

  10572 Highway 44 E Mt Washington, KY 40047-7338

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:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a can of fix a flat and it had no air pressure. The can had just enough air pressure to leak around the defective plastic nozzle.

  Business Response

  Date: 03/20/2024

  I called and spoke to our Store Manager ******* at our store at *********************************************************************************************** where customer bought the Fix a Flat. Store Manager said if there is any air in the tire at all, it will cause the product to leak and not go into the tire, because the air pressure in the tire will be higher than the air pressure in the can, which is printed on the can. The tire must be completely flat to use the product. The customer has not spoken to the Store Manager regarding his issue with the product. Customer can contact Store Manager for resolution assistance. 

• Initial Complaint

  Date:03/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today i asked how much points that i have on my rewards ibeas shocked that they said 0...I've Bryn coming to oreilly for 5+years....I asked to go to my purchases and irs all there..SO HOW IS MY REWARDS AT 0. FIX THIS NOW

  Business Response

  Date: 03/19/2024

  The customer has had 12 purchases from us since 1/19/15 and 5 returns. She has not yet earned enough points to have a coupon issued. Every dollar spent before taxes and core fees equals 1 point. Every 150 points earned equals a $5 off coupon that is valid for 90 days from date of issue. When the customer makes a return, those points are deducted from the rewards account. To date, the customer has had 230 points earned and 118 points deducted from that balance for returns, leaving her a point balance of 112. She needs 38 more points to earn a coupon of $5 off. 

• Initial Complaint

  Date:03/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An online order was placed for home shipment, the order arrived damaged due to improper packing by the Oriley's Distribution Warehouse. I spoke with customer service who forwarded the information to the Distribution Warehouse and I was told I would receive a call form the regional manager ***********************, he did not contact me, instead I received a call from the local store offering to provided the incorrect part at a discount in place of the correct part that was ordered. I stated that I would like to be compensated for my time in repairing the correct part that was sent to me in damaged condition due to the offered part being incorrect. I was told that was not an option and the only option was to reorder the damaged item from the same Distribution Warehouse location that sent the original order and that the regional manger refused to expedite the order, I was to wait seven days for it to arrive at the store. The second order arrived I was told to come pick it up in exchange for the damaged order, after traveling 30 miles to the location I arrived to find the second order had sustained more damage then the original order. The regional manager was contacted, once again he refused to speak to me, he relayed a statement through an employee at the location that I was present at that he would do nothing more then place a third order. It was apparent that the regional manager was indifferent to the further delay, loss of travel time and fuel charges incurred by his personal decisions, I again requested compensation for me to repair the original order and end the dispute, and once again refused. I contacted customer service a second time for documentation purposes.A third order was placed, another delay of three days was incurred, the order arrived in a damaged state worse then the previous two orders. I asked to speak to the regional manager, once again contact was refused.I contacted customer service a third time for documentation,currently no resolution has been offered.

  Business Response

  Date: 03/15/2024

  Our District Manager ****** spoke with customer on 3/11/24. We offered to give the customer the standard Import Direct cv shaft at roughly half off when the first one showed up damaged, but he refused because he wanted the cold weather option they offer. We ordered a second cv shaft and paid overnight shipping at no cost to the customer and again received a damaged part. On 3/11 we offered to order a 3rd cv shaft with overnight shipping again and informed him that we have no control over how products are packaged or what care is taken by the shipper. Our Store Manager told the customer if the 3rd cv shaft is damaged we can refund his money or sell him the standard Import Direct cv shaft we have in stock at the discounted price we offered originally. We have been working with the customer on his issue. 

  Customer Answer

  Date: 03/18/2024

  ****** the district manager has never spoken with the me, I would urge anyone who is capable of providing proof that a conversation took place between us to do so.

  Half off the incorrect part is not a form of compensation,the cold weather option was required hence the reason it was ordered, the vehicle spends the majority if the year in sub zero temperatures in portions of the country with large amounts of snow. 
  

  The second CV shaft was ordered but expedited shipping was refused by the manger at the store location who stated "it was not an option per ******'s orders". The product took 5 businesses days to arrive via standard ground shipping to the store location, it was not an obviously not an overnight shipment. Please allow the business to provide the tracking number for the first *** order for verification that it was expedited per their statements.
  
  The third product was expedited via 2 day air, not overnight it also arrived in unusable condition.

  It should also be noted that the business is able to contact their distribution warehouse to provide feedback about the quality of packaging, that being said why would they say they have no control over how they receive items from their own distribution warehouses? Another question one might ask is if the carrier is the issue at hand, as the business appears to infer, why did they not file an insurance claim with them for items damaged in transit? Could it be that they are well aware of the repeated failures of their distribution warehouses and know that the packing they provide dose not meet *** of ***** shipping guidelines?

  Let the record show that at the time of this writing I have -never- been contacted by a regional or district manager, any statements to the contrary are blatantly false.

  As of now, after over two weeks of time, I consider this issue resolved, the business has provided compensation, what they unfortunately have never even attempted to provide, was an apology...
  
  

• Initial Complaint

  Date:03/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE ARE PRO CUSTOMER AND WE HAD A ISSUE WITH THE MANANGER AND WE FILED A COMPLAINT WITH CORP AND WE WERE TO BE GIVEN A CALL BACK FROM *** AND OTHER MANAGERS AND THEY DONT CALL NOR DO THEY CARE ACCOUNT ******* WE HAVE FOUND THAT UPPER MANAGEMENT DOES NOT CARE AS ITS A ***** ***** SYSTEM. THEY ARE VERY RUDE TO ALL MY STAFF MEMBERS AS WELL.

  Business Response

  Date: 03/15/2024

  Customer has thrown ********************** at our store employees and threatened them. Customer threatened the whole front end staff of a store and said he was going to come back and make sure they were non existent. The customer flipped off our Store Manager yesterday and was driving around store revving his engine. The customer has been told that he is no longer welcome in our stores. If he continues to come to our stores and behave in the same manner, we may have to contact local law enforcement to have him criminally trespassed. 

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to OReillys and I asked for the battery check service. The gentleman put the battery check on the battery looked at it, pushed a couple buttons, looked at it again, hit a couple more button and looked at it again. He said that my battery was fine. There was nothing wrong. I asked if he was sure because when I turn the key it clicks and clicks and then it drags before it will start. He said that clicking sound that youre hearing is not your battery that is your starter. And I said its the starter and he said yes.I got into my car and it would not start at all, so I called a tow company and I had my car towed. The shop called the next day, said my car was ready and I asked him what was wrong with my car and they said it was the battery. I could have bought and replaced the battery right then on-site for $170, but it ended up costing me was $550.I called OReillys Corporate ************************************************************* hopes that I could recover at least the cost of the tow and labor. I was told it would be sent to the district manager. He called me back and said that they were not taking any responsibility for it at all. He said the guy was just reading what was on the screen and I said well you probably shouldnt offer service if your machines are not accurate or you dont have some way to ensure their reliability. He said the machines are completely reliable because they calibrate them every day. And then he says well our guys are not mechanics. I said that I understood that, but in that case, there should have not been a firm diagnosis made, which I acted on in good faith. He responded by chuckling and saying that they were not going to take any responsibility because the machines they use are reliable, and the gentleman was just reading what the machine told him.

  Business Response

  Date: 03/15/2024

  Customer called our corporate office on 3/13/24 regarding this issue. Our District Manager called her later that same day. As he stated we are not mechanics and can only go off what our machine that tests batteries says. Our team member followed proper procedures and relayed to the customer what the machine stated. We are not accepting liability for this issue at this time. 

  Customer Answer

  Date: 03/15/2024

  Complaint: 21431872
  
  I am rejecting this response because: I understand that they are not mechanics, however, when I came in to ask for the service of having my battery checked and the associate looked at the machine and said that it was not the battery, the associate took that a step further without my asking what he thought it was and told me that the clicking sound that I said I was hearing was the starter. i asked if he was sure that was it and he said yes. So, there was a statement made that was a diagnosis. If the complaint is being rejected based on the argument that they are not mechanics, then it seems to me that the response should have been, "I'm sorry ma'am, we are not mechanics. The machine is reading that your battery is fine, and that is all I would know to tell you."

  At that point, I would have called someone else, but I took in good faith that the information that was given to me (a diagnosis) was what it was and I made a decision based on that information. The company cannot have it both ways where they say that their machines are accurate and are calibrated everyday and that their associate's are not mechanics, but they diagnose AND the machine was not reading it accurately. The battery I had in my car was not a strange battery that works on another power system that is outside of what is used in the **************

  That is why I reject this response.
  
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with 01 OREILLY AUTO PARTS *********************************************************************** PAPERS AS REQUESTED

  Business Response

  Date: 03/12/2024

  Once something has been sent to debt collections, we are unable to further assist the customer. They will have to communicate directly with the debt collector regarding the debt and any dispute of it. 

• Initial Complaint

  Date:03/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was standing at the service counter waiting for service and there were 2 women working. One of the women acknowledged me and said she would be there to help me. The other woman just stood there. A customer walked in and the second woman who was just standing there acknowledged her immediately and helped her, meanwhile I was still standing there waiting. I left the store and I feel like I was discriminated against and ignored! This is terrible customer service and no one should be treated this way!

  Business Response

  Date: 03/07/2024

  We were not aware of this customer's experience in our store until receiving the BBB complaint. I have notified our District Manager ****, who will call the customer to address his concerns. 

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold me the wrong Caliper for my vehicle..Screws popped off, Caliper rubbing against rim, which caused me to slide off the road, and be stranded cause my tire locked up...Missed work as a result..

  Business Response

  Date: 03/05/2024

  Customer contacted us via phone at 1115 CST today, March 5 regarding this concern. We have been unable to locate a receipt showing customer purchased the ********************** in question from us. Information has been sent to our field management, and our District Manager will call and follow up with the customer. 

• Initial Complaint

  Date:03/01/2024

  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.

  The regional manager filed false paperwork to a debt creditor to make it look like I wrote them a bad check that was never issued to them because he is mad at my company.

  Customer Answer

  Date: 03/01/2024

  I would like to remove my complaint, the manager and I are working together to resolve my issues. We found out that someone stole my routing number and account number and printed checks and are now cashing them. I have contacted my bank and I believe ********** is doing their best to ************ me remove this from my credit report. 

  Business Response

  Date: 03/04/2024

  I spoke to our Regional Manager ****. Customer pays daily on his account and our RM **** is not aware of any bad checks or past due balances owed to us. If customer has something with a debt collector or credit reporting agency, he will need to contact them directly regarding that. Customer did contact our District Manager **** today and tell him that the customer had a former employee who just quit steal his account and go get a whole bunch of bad checks made and brought one to us (********) over the weekend and use it. Our Loss Prevention Auditor and field management are looking into and investigating this now. 

• Initial Complaint

  Date:02/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got charged and never received the items for the bigger charge then when I took items back I didn't receive a refund at all nor is it the right amount.

  Business Response

  Date: 02/29/2024

  The customer sent in online banking screen shots showing a debit/pre authorization to her account of $267.26 from store 1208 on 2/28/24 and also showing a debit/pre authorization to her account of $534.52 from our online store 750 on 2/28/24. The customer attempted to place an order online, via our online store 750, for the same four parts she wound up purchasing in store: BB SM791 semi-metallic brake pad, BHH BH381143 brake hose, BBR 76794RGS brake rotor and BC 18B4826 bracketed caliper. When customer attempted to place the online order, the pre authorization on it was declined three times and approved but then voided by her bank the fourth time. None of these transactions will post to her account, and the $534.52 reflected in the customer's screen shot is a combination of two of these attempted pre authorization amounts. These will fall off according to her bank/card issuers terms. The only charge made by O'Reilly Auto Parts to the customer account is the $267.26 from her in store invoice of 1208-105238 2/28/24. If the pre authorizations don't fall off within five business days, by 3/6/24, the customer will need to contact her bank and file a dispute for a credit not received. The customer was only charged once according to both our credit card processing system and our invoicing system. There is nothing additional that we can do for her. She will have to contact her financial institution.