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:02/24/2024

  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.

  Since employee ordered wrong part after I questioned it several times I want oreillys to reimburse me for having to rent a car and I had to wait several days for the correct part

  Business Response

  Date: 02/26/2024

  Our corporate office was contacted on 2/11/24 by customer and had requested information on what store this was regarding. I have located the customer's purchase history and notified our District Manager, who was not aware of the customer concern. He will call the customer to discuss her concerns. 

  Customer Answer

  Date: 03/16/2024

  Business has never contacted me nor have tried like Business response indicated

  Business Response

  Date: 03/19/2024

  I have resent this information to our District and Regional Managers to follow up with the customer. 

  Customer Answer

  Date: 03/29/2024

  Haven't heard from this company 

• Initial Complaint

  Date:02/19/2024

  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.

  On 02/10/2024 at 9:02 AM I purchased an auto battery for my 2000 ***** Miata with a 3 Year Warrantee. I had brought in my old battery, which I purchased at the same ******** store in February of 2023, which also had a three year warrantee.*****, the cashier clerk, checked out the old battery and said it tested bad. He refused to honor the credit for the two years remaining on the warrantee on the old battery.The Invoive numbar is *********** for. $224.99 plus tax of $16.67 =. Total Cost $. 241.66.I am a 100% permanently, totally disabled Vietnam combat military veteran. Every dollar really counts and I live very simply. The $150.00+ of the two remaining years warrantee on the old battery provides a month worth of groceries for my budget.Thank you, Respectfully.

  Business Response

  Date: 02/28/2024

  I reviewed the customer's history with us. I show that he purchased a SSB MIATA battery on 4/9/23 on invoice ***********. I show that we refunded the customer for a SSB MIATA battery on 11/7/23 on invoice *********** which references the purchase invoice from 4/9/23. Due to this, customer would not have had a warranty on the battery, since we had refunded it. This would mean the customer would have had to purchase a new battery if he needed one, which he did on invoice 5526-338210 2/10/24. I do not see any other purchases of SSB MIATA that would indicate customer still had that product under warranty with us. Due to this, we are unable to provide the customer with another refund. 
  
  
  

• Initial Complaint

  Date:02/18/2024

  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.

  I in December 2023 I purchased a part for my car the part was a strut which carries a lifetime warranty on yesterday morning approximately 2:00 a.m. on my way home to strep throat causing my car to be inoperable the strut is the sky was not open that time of morning I had to find somewhere else to stay that night and attempt to get my car fixed as early as possible the next morning to get it off of the side of the road I was unable to get back to that particular store checking the other stores which I could have been able to make an exchange at one of the other stores have they had the part in stock which they did not at which point I had to go to a totally different company and purchase a new script in order to get my car serviced. Afterwards I contacted the store explaining the situation and asking them about the warranty and what could be done I'm being told they can give me another strutt I no longer need the other strutt so therefore either give me my money back or give me a part that I can use let me exchange it for other parts basically give me a store credit. When I contacted the store I was told this cannot be done only thing you can give me is a part that I no longer need. The gentleman that I spoke with over the phone even went so far as to tell me I had no business going anywhere else I should have waited on them or later until I could get myself over there to get the part from them how the h*** can you tell me what I can and cannot do with my own car. At this point ********** has lost a customer I will not go in that store and buy a s**** I hope that this will be taken care of by following this complaint with the better Business bureau I am going to also contact my credit card company and discuss the matter with them to see what they can do I do not have the receipt from ******** showing the purchase of the part but they do have my phone number on file showing the purchase and I am submitting with this complaint the receipt from the purchase yesterd

  Business Response

  Date: 02/19/2024

  Before we are able to look into this any further, we need to know if the customer has contacted her bank and filed a dispute as she mentioned doing so in her complaint. If she has filed a dispute with her bank, we will not be able to do anything further and will have to wait on her bank to make a decision on her dispute. 

  Customer Answer

  Date: 02/22/2024

  no I did not dispute it with my bank however the compliant was resolved at the store level. Please close the complaint. 

• Initial Complaint

  Date:02/17/2024

  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.

  Asked an employee of the store for help. The employee came out and looked at my car and ended messing with some wires. This resulted in the car having engine lights on since and this was back in September. Said employee was let go due to doing this with multiple customers. I have tried to call about this issue multiple times, was told I'd be receiving a call about this and never have received one.

  Business Response

  Date: 02/19/2024

  I called the District Manager *********************** and he will call and follow up with customer on this issue. 

  Customer Answer

  Date: 04/17/2024

  I filed with you 1-2 months ago and the business did end up reaching but now they have gone silent and not responding to any communication. Nor has the issue been corrected. The person I was talking to had to get with his boss and then told me he would call the next day. Since then, radio silence. Even though I have reached out by voice calls (leaving messages) and text messages. ******** had an employee in August/September that looked at my car to see if any codes were present. Employee took it further and messed with wires under the driver's side by the pedals. Doing so caused warning lights to immediately come on. That employee has since been separated from the company due to non-compliance of rules stating they aren't allowed to touch a car other than to plug in device to read the codes. The store manager confirmed this and that the employee was let go. **** store manager told me to contact corporate and that it has nothing to do with him even when I tried to show him what codes were now present. Called corporate 2-3 times and never heard back from anyone until a complaint was filed with you. The vehicle is unable to pass inspection nor be registered due to the former employee damaging something underneath. All I'm looking for is my vehicle to be fixed.

  Business Response

  Date: 04/17/2024

  I spoke to our District Manager ****, who will follow up with the customer next week. Customer has two open ******************** Complaints on this 21306910 and ********

• Initial Complaint

  Date:02/12/2024

  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.

  PICK UP IN-STORE ORDER PLACED FEBRUARY 08, 2024 INVOICE NUMBER# *********** PICKUP LOCATION ************************* I called store, cancelled order, they promised not to charge me. Order is marked 'picked up', I was charged. I did not receive the battary Order marked as picked up and I was charged $233.60. for the item I never received. I want my refund

  Business Response

  Date: 02/13/2024

  I called and spoke to our store manager *****. The customer came into the store yesterday and store refunded her on invoice 2846-479500 2/12/24.

• Initial Complaint

  Date:02/12/2024

  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.

  On 02-05-2024, I purchased a Dupli-Color, flat black, No. DE 1654, for $12.49 + tax, at O'reilly Auto Parts, ************************************************* A, *******, ** ***** **************. The invoice No.: ***********; Counter No: ******. I discovered that the item is damaged; specifically, the top is badly cracked. I returned the item, unused, with receipt, on 02-08-2024, around 1:30 P.M. I wanted to replace the damaged item. I was informed by '*****', Sales Associate, that the item could not be returned. The Sales Associate was rude and unhelpful. I have bought many similar products from this business in the past; a couple were exchanged due to a malfunction. A different employee handled the transaction at that time. O'reilly Auto Parts should honor the warranty for this product. In addition, I had no way of knowing the product was damaged, due to the fact that the store tapes the lid to the can. I was not aware that the item was damaged until I removed the tape. I would like to file a complaint against O'reilly Auto Parts for unethical business practices, as well as not honoring the manufacturers' warranty. Thank you.

  Business Response

  Date: 02/12/2024

  I spoke to our Store Manager ******* at our store at *********************************************************************************************. The customer can take the paint to the store and speak to him and he will exchange it for him. 

• Initial Complaint

  Date:02/02/2024

  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.

  Attempted to purchase products online for in store pickup. Received multiple error messages that the payment could not be processed "Error ****" to contact customer support for further help. Reached customer service, rep stated I have to make purchases in store only and cannot make any purchases online. I requested a manager for further details and they were able to tell me that the third party company that they use to verify the info had flagged my account and I am not able to make online purchases. She did explain that she pulled up my prior history which shows I have been ordering for quite some time and have never had any issues. I am now stranded at my home as I cannot purchase the part and have it picked up for me as I have been discriminated against by their online order system and have been added to the list of known frauds or thieves. It is completely disrespectful that a company I have done business with since I was a kid can just blatantly discriminate against an honest hard-working individual that has given them an unknown amount of business for the past 2 decades. I would appreciate a deeper review into my profile and I would expect that they would have enough decency to reach out to this third party company "Forter" and have them clarify and straighten up this issue. As I am sure there are many other loyal customers that have been discriminated against as well and I plan on finding and contacting the others that have been discriminated against as this is pretty much a spit in the face for being a loyal and faithful customer. If discrimination is a valid option for ********** to blacklist me from their online services there would be no reason for me to shop there or have any of my customers and family members shop at ********** as well. There are many other businesses that do not discriminate against an honest and hard-working human being that has never defrauded anyone and is being accused of conducting fraudulent purchases. Shame on you **********.

  Business Response

  Date: 02/02/2024

  Forter is a third party company that we use for verification of online orders. We do not have the ability to alter or modify their input and decisions, however our agent did provide feedback to them on the customer's attempted order from today 2/2/24. We are not provided information from the third party processor other than a yes or no, we do not see anything as to why they decline. Our supervisor who spoke to the customer also let him know that this could be a bank decline and suggested the customer speak with them. We use Forter for all of our online orders and have no way to circumvent their information and decisions. It is not discriminations against a customer, it is a step and process in the online ordering system that we have to go through.

  Customer Answer

  Date: 02/07/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I decline this as it is not a resolution.  I have no access to order online when that is my main option as I live in rural Texas at this time.  This is blatantly discrimination as I have been thrown into a category of people that have negativity impacted the business previously for no other actual reasoning or justification besides the company saying "they tell us yes or no".  This random act must have to do with how normally when I order online I always used any coupons that were available.  I feel this is happening because I only purchased using the available discounts and now I no longer have access to online orders or discounts because all the coupons are "ship to home" orders only and they have robbed me of this privilege to utilize the coupons and discounts.  If they are not willing to help and just throw their hands in the air like they have no control then at least make this right by sending me physical coupons I can use in the store every month that there is a promotion.  Otherwise if no help is offered to correct this situation I will take it to the *******, ******, and all social media platforms to gather the group of people that have also been taken advantage of and/or have been discriminated against. If this a 3rd party company you choose to do business with... someone that can negatively impact your business I would reconsider using them as we all seen how the budlight scenario turned out.  The working people are tired of being taken advantage of by big businesses that think it's okay to bully the working class like this when likely the person answering for O'Reillys has never even rebuilt a transmission or changed a valve cover gasket.  This is the problem with businesses now days and we as a whole are done being walked over by corporations that take advantage because they can. Please make this right and show me you are a company I won't regret making all of my prior purchases from for the past 20 or so years. Be human and put yourself in my shoes and please actually try to help me spend my money at your store in the future. I am very true to holding my ground and when I say I will not ever shop there again I really do mean it.  
  
  
  
  
  With much respect,
  
  
  
  ******** *****

  Business Response

  Date: 02/07/2024

  Forter is a third party company that we use for verification of online orders. We do not have the ability to alter or modify their input and decisions, however our agent did provide feedback to them on the customer's attempted order from today 2/2/24. We are not provided information from the third party processor other than a yes or no, we do not see anything as to why they decline. Our supervisor who spoke to the customer also let him know that this could be a bank decline and suggested the customer speak with them. We use Forter for all of our online orders and have no way to circumvent their information and decisions. It is not discriminations against a customer, it is a step and process in the online ordering system that we have to go through. Our coupons are offered through our O'Rewards program and are issued once a customer earns enough points to receive a coupon. Every dollar spent before tax is equal to one point, and it takes 150 points per $5 coupon. Coupons are only issued in $5 increments ie: $5, $10, $15, etc. Coupons are issued every Tuesday once earned, and are valid for 90 days from date of issue. Coupons can be used in store or online. If the customer is referring to our percentage off discount codes listed on our website, those are issued by our marketing department for online, ship to home orders only at this time. It is still recommended that the customer contact his bank to see if that could have contributed to the Forter decline, and customer is welcome to try and submit another online order if he would like, however it will still be reviewed by Forter. 

• Initial Complaint

  Date:02/01/2024

  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.

  ******** sold me an incorrectly rebuilt distributor. I incurred $526.00 mechanic's fee due to their incorrectly rebuilt part On Sept. 17, 2023 I purchased a rebuilt distributor for my classic 1965 Dodge Coronet from O'Reilly auto parts. The part cost $93.59 before tax. It's usually a simple repair in which I attempted myself but the car continued to run rough. I placed the old distributor back in the car. I took the part and my car to a mechanic named ***********************. On Dec 27, 2023 he spent three hours installing the distributor and testing other components but the car ran worse then when I arrived. My friend, ***, had a distributor and I went to pick it up for comparison. On Dec 30, 2023 I had *** compare **** part to mine. upon dismantling ***'s distributor and the ******** distributor, he found that the ******** distributor's reluctor was installed in the wrong position. This work took him 3.5 hours that day. *** rebuilt it and reinstalled it in my car and the issue was resolved.

  Customer Answer

  Date: 02/02/2024

  See attached receipt.

  Business Response

  Date: 02/02/2024

  For a defective product, we would need the part back to warranty replace it, we would need a copy of the bill or estimate for the initial install and any additional installs, and then the defective part and that documentation would be sent to the manufacturer for a labor claim. The manufacturer would test the part, determine why it failed and determine what, if anything, they will reimburse. Having the part rebuilt or modified by a third part also results in the warranty being voided. Our District Manager will be calling the customer to discuss this issue. 

• Initial Complaint

  Date:01/29/2024

  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.

  My car would not start. I took it out and went to the store. I told the sales man I didn't know if it was the battery or the starter. He told me if I bought a battery and it wasn't the battery he would make an exception and allow me to return it. I explained I did not have money to buy a battery and a starter I would have to return the battery and use the money to get a starter. Put the new battery in and it did the exact thing. The very next day I took the battery back so I could buy the starter. He refused to take it back told me my old battery was no good and only returned the core for the battery. Said he didn't have my old battery but it was tested and it was bad. I don't think the battery and starter could go out at the same time. I would not have bought the battery if he had not said he would take it back. Now I have no way to buy a starter and no way to know if the battery I took was bad as he refused to give it back to me. I spoke with customer service and all they said was they don't have my battery. . I don't have another 250 to buy the starter now. Why did they get rid of my battery without my permission how do I know if it was really bad or not. Why did he say he would make an exception or is this how they get people to buy parts they really don't need.

  Business Response

  Date: 01/29/2024

  Our District Manager ***** was not aware of this. She will call the customer to see what we can do regarding their issue. 

• Initial Complaint

  Date:01/26/2024

  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.

  On June 12 of ***************************************************** a situation where an ******** employee swapped the alternator that I purchased for my Range Rover. The inconvenience of discovering the error during installation with your mechanic adds to the frustration. Moreover, being denied a refund by ******** compounds the issue, as it implies a lack of responsibility for the mistake and places an additional burden on myself, as the customer. This situation warrants clear communication with ******** to seek a resolution and address the dissatisfaction caused by the incorrect alternator and the challenges in obtaining a refund. I demand a refund immediately.

  Business Response

  Date: 01/29/2024

  I called our District Manager *******. He was not aware of this situation. He will call the customer to see what we can do to assist her. 

  Customer Answer

  Date: 01/29/2024

  Complaint: 21202185
  
  I am rejecting this response because:
  

  I spoke with ******* IN PERSON and he agreed along with the store employees to NOT PROVIDE A REFUND. He was very rude just like his store employees.
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/29/2024

  Our Assistant Store Manager said that the part in question that the customer brought in was not ours. Our District Manager and Regional Manager have been made aware of the customer complaint and will look into and address it. Can you provide any photos of the part in question, as well as what was done to repair the vehicle? I do not show that we ever exchanged the part. 

  Customer Answer

  Date: 01/29/2024

  Complaint: 21202185
  
  I am rejecting this response because:
  

  I ordered the part in store since it was not in stock, and when notified that it was ready for pick up, i went to go pick it up. The assistant store manager accused me of swapping out the part with a part that was not of the stores.  How could this happen when I bought the part i took it to the mechanic and as soon as we opened the box he informed that this was not the part. I went straight back to the store and that is when they told me that I was trying to return a part that was not theirs. I went to the extent of going to another store on ******************* , and the manager at that store notified me that she has had lots of complaints for the store on University and ******* doing the same thing to other customers. I ultimately had to take my car to a shop to get it fixed.
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/31/2024

  From our District Manager ******* 1/30/24: "The customers sister came into the store today and I issued a full refund for the alternator in question. The refund was issued back to the original form of payment ( debit card) which the customer was fine with. This issued has been resolved."