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

  1874 Highway A Washington, MO 63090-6448

• 

  O'Reilly Auto Parts

  112 W Ashley Rd Boonville, MO 65233-1172

• 

  O'Reilly Auto Parts

  956 Talon Dr O Fallon, IL 62269-1848

• 

  O'Reilly Auto Parts

  PO Box 790098 Saint Louis, MO 63179-0098

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:01/23/2023

  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.

  Transaction date November 13, 2022.
  My 1997 ****** **** was due for an oil chg; went to O’Reillys and requested the appropriate filter from counter associate. (who was the mgr, ******)
  Book available for customers was year 2000 and newer, so I had to ask store employee.
  Ran errand after doing the oil change and noticed the engine knocking. Came straight home. Driveway covered in oil.
  Called O’Reillys; they said they would “take care of me”. They told me to take the truck to a mechanic/garage for diagnosis. Took to ******** **********. Replacement engine/labor $8k
  O’Reillys requested taking to their recommended garage/mechanic and another $8k estimate. plus 2 towing fees (2x $128) & 2 fees for estimates, total just under $400.
  Called their corporate office and spoke to **, who admitted they had sold us the wrong part, and they had this all on file.
  O’Reillys told us they needed to ask their regional manager, *****, said they would only pay for the diagnostic report. Then we were told to call a regional manager, ****, who wouldn’t return our call.
  This all happened around Thanksgiving and believing they would follow through and resolve, we were patient. Then nothing…
  So now I have no functional vehicle and am unable to pay 8k for repairs which should never have happened.
  I have been on *** from a car accident, which has expired; have pending ****, on appeal.

  Business Response

  Date: 01/26/2023

  We sincerely apologize any inconvenience or problem this may have caused, Mr. ********. We do understand the incorrect oil filter was sold, in which looks to be compatible for the vehicle brake pads were purchased for on the same transaction made on 11/10/22. When looking into the correct oil filter and the oil filter received the size difference is significant and was confirmed to be the incorrect oil filter by Mr. ******** at the time of installation but was still installed. When this matter was brought to our ***** *******, ******, attention he asked Mr. ******** to please take the vehicle to the shop of his choice for a diagnostic and we would assist with the diagnostic fee. To our understanding the first diagnostic performed has been explained to have found the incorrect oil filter was installed in which the diagnostic fee was under $150. At this time, we have yet to receive the paid invoice for the first diagnostic performed in order to assist with the compensation we explained we would assist with and will be the only compensation O'Reilly Auto Parts will be able to provide in regard to this matter. This has been discussed with Mr. ******** and our ******** *******, *****, on several occasions. It has also been explained to Mr. ******** that since he decided to drive the vehicle knowing the oil filter was incorrect, which damaged the engine according to Mr. ********, O'Reilly Auto Parts is not liable for any damages incurred due to the incorrect oil filter being installed. 

  Business Response

  Date: 02/08/2023

  We sincerely apologize any inconvenience or problem this may have caused, Mr. ********. We understand the incorrect oil filter was sold in which looks to be compatible for the vehicle brake pads were purchased for on the same transaction made on 11/10/22, which were for his son's ******. When looking at the correct oil filter and the incorrect oil filter received the size difference is significant in which we have attached two images of the filters side by side along with a top view. The correct oil filter will be part number ***** and incorrect will be the *****.
  
  Our ******** *******, *****, has spoken with Mr. ******** on several occasions, lastly on 01/17/23, and at the time we agreed to only pay for the diagnosis where we appointed Mr. ******** to take the vehicle to which again was under $150 to our understanding. It was also explained since Mr. ******** decided to drive the vehicle knowing that the oil filter was incorrect, which in turn damaged the engine according to him, that we were not liable for the damages. At this time Mr. ******** explained that when he and his neighbor heard the knocking from the engine, they drove it to the auto parts store to buy an additive to see if that would stop the noise. 
  
  The only documentation provided with the last response from Mr. ******** is the tow bill from *** **** dated 12/06/22 in the amount of $128.75. O’Reilly Auto Parts offers a limited warranty on defects in materials and workmanship for any product purchased from O’Reilly Auto Parts. This limited warranty does not cover labor, towing, or rental car charges, which are the sole responsibility of the purchaser. This limited warranty does not cover incidental, consequential, indirect, or special damages. If Mr. ******** can please provide us with the first diagnostic bill from ******** ********** we can provide compensation for the amount paid. The diagnostic paperwork may be brought into our *** ******** ** store located on **** ****** ******* or sent to us directly through this complaint. We will not be offering any further assistance with this matter and will consider this case closed once the requested document is received. 

  Customer Answer

  Date: 02/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  I am not satisfied with their answer.  The business stated first they would pay for the repairs and now they are not going to pay for the repairs. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:01/20/2023

  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 purchased a crank shaft kit from OReillys was told upon purchase by their employee the item was a standard kit. Upon taking my vehicle to the shop to be repaired it was not standard crank shaft. After 3 attempts to fix my truck paying a mechanic each time to take our my motor a simple repair that would have cost me $1100 ended up costing me $3500 I stayed in contact with **** at O'Reillys in Sumiton Al now going on 4 months with no resolve. I asked they split the costs of repairs was told that's why they have insurance by the local store and now they simply will not contact me. I've called every 3 weeks asking for help and no one has attempted to speak to me. I want the matter handled I'm the one out an additional $2400 because of their incorrect parts.

  Business Response

  Date: 02/01/2023

  Please accept our sincere apologize for the unacceptable length of time it has taken to respond to *******'s concern. We have brought this to the attention of our District Manager, ****, who has spoken with ******* regarding this matter. We are happy to help the best we are able with reimbursement for the expenses ******* incurred due to receiving the incorrect crankshaft kit. Our District Manager has requested all invoices and documentation ******* has that pertain to this matter, and once received will further review and reach back out to ******* in regard to how we can help with this. 

• Initial Complaint

  Date:01/18/2023

  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 cars battery was completely dead. So dead they weren't able to get a reading on it at the shop. My husband started at the South Main location. They only had one type of battery that would fit my car and it was very expensive so they suggested that my husband go to the ***** **** ********. He had to get my car jumped and then go to the 2nd location. When he arrived at the ***** **** ******** they had the battery but advised him they don't provide battery installation service. Now, my car is a 2014 Nissan Versa Note. The battery has a bolt that requires an extension to reach, but it is in no way difficult. We just didn't have the tool at our house, so we trusted the listed services on the website advising that battery installation was offered with purchase of the battery (barring difficulties accessing the location and if the battery needs to be charged or something during - none of which pertain to my almost 10 year old vehicle). He moved forward with purchasing the battery, and they handed him a tool box and wished him luck. He attempted to install it for about 10 minutes before a ****** came out and assisted him. Between the 2 of them they were able to get it in. ****** was the only saving grace in this situation. There were at least 3 people at the counter that my husband could see today (1/18/23 @ 1:30PMish). ****** is the only one who stepped up. Please make sure to give him the recognition he deserves in going above and beyond to assist the customers.

  Business Response

  Date: 01/20/2023

  Please accept our sincere apologies for the poor shopping experience at our ******** ** ***** ******* ** *** ***** **** ******. As a courtesy service and when customer traffic allows, a Team Member will gladly help install some items purchased if they are not considered "major jobs". This courtesy service is limited to wiper blades, bulbs, air filters, and some batteries. When looking into the battery replacement for a 2014 Nissan Versa we do have this listed as a "difficult install and professional installation is recommended". This is due to the air filter "snorkel" that runs along the top of the battery that needs to be removed completely in order to replace the battery. We apologize for any inconvenience or problem that this may have caused you. We are very happy to hear that ****** took the time and was able to help install the battery. We will be forwarding this information to all appropriate personnel to ensure ****** does receive the recognition he deserves.  We appreciate your business, and it is our sincere hope you will continue to choose O'Reilly Auto Parts for your future automotive needs. 

  Customer Answer

  Date: 01/24/2023

  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  I'm a 35 year old woman who, with the CORRECT TOOLS (WHICH I STATED WE DIDNT HAVE) could've changed this on her own. This is 100% NOT difficult to remove. It is what it is at this point. Oreillys has permanently lost a customer. I'll try my luck with auto zone from now on. Thank you ****** for being the only helpful employee with the company!
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/08/2023

  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 went to purchase automotive parts at my local Oreilly Auto Parts like I have for years. They asked for my phone number for the warranty and when my information pulled up my name had been changed in their computer system to a childish derogatory name (***** *********). Needless to say I felt extremely disrespected. I’ll never shop there again and am considering suing for defamation. I was able to take a pic of the computer screen and am attaching the photo.

  Business Response

  Date: 01/19/2023

  We have attempted to contact ****** on 1/17/23 and 1/19/23 at 12:45 PM CT to no avail. We truly apologize for one of our team members being unprofessional. We have addressed this matter at the store and ensured that all of our team members are aware of the proper customer service we expect as a company.
  
  We appreciate your business and it is our sincere hope you will continue to choose O'Reilly Auto Parts for your future automotive needs. If we may be of any further assistance, please do not hesitate to contact us. Your comments and suggestions are always welcome.

• Initial Complaint

  Date:01/06/2023

  Type:Product 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 purchased parts from this company about 12 months ago and I recently found out that I would not need these parts so I returned them the store that I purchased them from. On 12-21-22 I returned new parts back to the *************** Store in *********, ** and they checked them in one by one and I spoke with a store manager named ******** originally. An issue came up when they could not refund my money on my credit card because my card had since been replaced and the numbers did not match on the back of the card. They wanted to offer me a gift card and I told them that a gift card would not be beneficial to me. So I had been talking to their their corporate office because ******** told me that the only other option is that they reach out to their corporate district manager (**** is his name) and he is the one who can cut me a check. I returned all the items listed on the receipt except the last four. The prices for the unreturned items are $4.99, $1.69, $6.29, and $8.99. Everything else was returned on 12-21-22 and I have not received my refund yet for a total of approx. $302.18 (the store has the exact amount of my refund).Well I have been getting the runaround from this business and a guy in the treasury **** at the corporate office name *********************** tried to help me and he got in touch with *** the store manger on 01-06-23 and she was rude as h*** She kept cutting me off when I was trying to talk to her. She told me that all she can give me is a gift card. She made me so upset that I told her that I will come and get my parts. And she said well they are here for you and hung up. These people are very unprofessional. All I want is my refund in a check form and that is it. It is not that hard to do. They are just dragging this situation out for no reason at all. This is very unprofessional and this is not the way to handle business with your long time customers.All I am asking from the BBB is to get me my check and that is it. Thank You

  Business Response

  Date: 01/17/2023

  We apologize for the unacceptable length of time it has taken to respond to ********** concern with the parts she has that are in need of being refunded. We are currently working with our Store and District Manager in getting the parts that are currently at our store refunded in which a check will be requested and issued for *******'s refund as requested. It is our hope to get her refund processed today and check sent to our *********, ** store on *********************************** as soon as possible. Once we have processed the refund and ************** has sent the check and confirm with our store, they have received her refund payment, we will reach out to ******** at the phone number provided ending in ****. We apologize for any inconvenience or problem that this may have caused ********. 

  Customer Answer

  Date: 01/19/2023

  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. Please call me at my new number **************. I no longer have the old cell phone number **************. As soon as my check is available for pickup at the Old Forest Road Store, please call me at ************** so that I can pick it up. Thanks.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/26/2023

  I have not received a phone call from the company to come pick up a refund check.  

  Business Response

  Date: 01/31/2023

  We reached out to ******** on 1/31/23 at 1:38 PM CT to no avail. We left a message with call back number. ******** is welcome to visit our store as the check has arrived and is ready for pickup.

  Customer Answer

  Date: 02/01/2023

  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:01/05/2023

  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.

  My husband and I had the WORST EXPERIENCE EVER today at O'Reilly's located at **** **** ***** ***** **** ****** ** *****. My husband needed a compression hose for his truck. He spoke to ******* who advised him that he had the part in stock. When we arrived, the part ******* provided was incorrect. He asked my husband to come back at 5:30 as the "correct" part would be there. He sold the wrong part for the 2nd time. ******* advised my husband that he could go to the other store located in Weatherford. My husband advised that it would take too long as the store was 25 minutes away and the mechanic was waiting for him to return with the correct part. ******* then advised he would provide a $25 dollar credit and my husband asked if he could increase it to allow for gas for the 1-hour trip. ******* said he was asking too much and that he didn't want to deal with him anymore. My husband asked why he became hostile, especially based on the fact that ******* sold him the wrong part. ******* said he would contact the police if my husband came to retrieve his refund and said he would trespass him from the store. He also said my husband would have to wait until the next day when his manager was there to get back his money. We decided to call the police as ******* was uncontrollable. When the police arrived, ******* contacted his boss ***** who requested the no trespass. While inside the store, I advised ******* that he handled the situation poorly. He then stated that it was his store. Not only were we inconvenienced the entire day, but we also have to pay for an additional day of storage at the repair shop as the vehicle was due to be finished today. We have patronized this location for years and have NEVER received the poor customer service we did today. It is the responsibility of store reps to know what products they're selling to consumers, and if they happen to make a mistake an apology and good behavior go a long way. ******* apologized to everyone except us.

  Business Response

  Date: 01/16/2023

  One of our team member placed an order with the information that our customer provided for a compression hose. Customer arrived at the store and it was not the part our customer ******** needed. Another one of our team members ordered another compression hose but it never came in. We offered a discount for the inconvenience, our customer declined the offer. Our customer ******** requested a refund and felt that he should get the product free of charge. We did not assist with our customer ********'s request. Our customer ******** was asked to leave the store as he got upset and started cursing at our team member for 20 minutes. ******** did contact the authorities as our customer thought he was not going to get a refund but our customer was asked to return to the store the following day for the refund and to speak with our Store Manager. ******** now has a no trespass against him per the authorities at our store located in Lake Wroth, TX. ******** did receive a refund back to his debit card the same day all this took place which was 1/5/23. We will not be assisting ******** with their desired settlement and are considering this case closed.

  Customer Answer

  Date: 01/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I am requesting that cameras are pulled to confirm I WAS NOT AT THE STORE AND ASKED TO LEAVE! This is a blatant lie! I spoke with the rep OVER THE PHONE! I did not ask for the part for free, I and was NOT provided a discount. I will definitely follow up with a smalls claims dispute as this is defamation of my character. The rep is a complete liar to suggest he asked me to leave a store I did not visit. I can only assume it is based on the color of my skin as others suggested when I relayed the message to them. This matter is NOT CLOSED! 
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/19/2023

  We truly apologize that you had this experience at our store in Lake Worth, TX. ***** is not banned from the store and no one is discriminating. ******** is welcome to shop at any other O'Reilly Auto Parts stores just not the one on **** **** ***** ****. We are considering this case closed.

  Customer Answer

  Date: 01/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The previous response was not answer, which is fine as ******** has already filed a defamation case with ******* Court. Black people are infamously treated poorly at O'Reilly's, so I would never attempt to patronize the poorly run establishment. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/03/2023

  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 October 30, O'Reilly Auto Parts shop located at ***** ******* ***** ******** ** replaced a new battery in my vehicle and it caused the failure of the Radio/Stereo and fuel pump. We drove our car to the shop for a battery replacement. The employee ****** had trouble replacing the battery and there was an electric shock/sparkle while he mistakenly installed the battery backwards. When we tried to start the car after he installed the battery, we found the whole audio unit stopped working. ***** said it might have something to do with the electric shock, he went through checking the fuses. After ~1 hours, he still couldn't fix the audio. What's worse was that we couldn't start the car after all his operation. And then he spent another 1 hour but couldn't start my car anymore. I had to tow my car. ***** admitted his unprofessional operation and agreed to provide reimbursement of the repair expenses, and he said he had reached out to his corporate.
  
  Based on the Mercedes Benz dealership’s assessment, they told: The electric shock/the sparkle due to ***** misplaced the battery backwards caused the Radio failure of communication. Also, when ***** checked all the fuses, he accidentally removed the fuel pump fuse and that's why the car couldn’t start.
  
  Due to O'Reilly Auto Parts shop’s unprofessional operation, it costs me $3,314 to repair. I took 2 days off from work and incurred lost wages ($1,500). I took **** to rent a car ($11.79 ****, $68.76 rental). I got my car towed twice at my own expenses. I’m requesting them to provide reimbursement of $4,894.55.
  
  I have reached out to customer service, store manager, district manager several times, and provided them my reimbursement request letter in writing along with the repair receipts. It’s been two months, but O’Reilly Auto Parts haven’t provided any reimbursement nor a solution on this.

  Business Response

  Date: 01/16/2023

  We reached out to dealership ******** ***** ********* ** ******* and spoke with service adviser *** who stated that the damage to the radio system was due to vehicle being jump started improperly. We did not jump start the vehicle at any point in time as we only installed the battery and the battery install was done properly. We also paid for the vehicle to be towed to a shop of our choice to get diagnosed but customer decided to take it to ******** ***** ********* ** *******. We will not be assisting customer with their desired settlement and are considering this case closed.

  Customer Answer

  Date: 01/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  First, the O’Reilly was lying. We reached out to dealership ******** ***** ********* ** ******** The service advisor *** confirmed that he didn’t recall talking to anyone from O’Reilly regarding my car. He also said he would never say the car was jumped backwards. So O’Reilly was lying.
  
  Second, please see the attached text messages with the service advisor *** as evidence (IN ATTACHMENT), implying that the failure of the audio system and my car was not able to start right after their installation were due to O’Reilly’s unprofessional operation. My car was drivable and I drove my car to O’Reilly. But after their operation, my car became non-drivable on the spot. Isn’t that obvious that O’Reilly did something wrong on my car? O’Reilly employee ***** was installing the battery backwards and caused electric shock/fire sparkles and subsequently caused the failure of the audio. ***** admitted that. Please see my initial complaint for details.
  
  Third, O’Reilly didn’t provide any solution when they made my car from drivable to non-drivable in front of their store. They didn’t mention anything that they would pay for the vehicle to be towed to a shop of their choice to get diagnosed.
  
  O’Reilly, please provide fair settlement for causing the failure of my car before we take any legal action.
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 01/27/2023

  Our first reply still stands. We will not be assisting customer with their desired settlement and are considering this case closed.

  Customer Answer

  Date: 01/31/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  We reached out to dealership ******** ***** ********* ** *******. The service advisor *** confirmed that he didn’t recall talking to anyone from O’Reilly regarding my car. He also said he would never say the car was jumped backwards. So O’Reilly was lying and its reply doesn't stand.

  Please provide the settlement.

  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:01/03/2023

  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.

  Ordered a part from O'Reilly online service for store pickup using my debit card. Was sent an email that delivery of said part would be delivered to the Iva, SC store by 1pm, but not to go until an email was sent. No email came at 1pm. At 7pm I contacted O'Reilly chat customer service reaching ********. She called the store and found that the part was there. She then said she had to leave the chat and another agent would take it from there. 30 minutes go by, no one responds to the chat. ******** comes back on and sees no one has come back on. I request a cancel and refund. She states she is calling the store to cancel. Never hear.from anyone and I close the chat. Next day, get email my part is ready for pickup. I call customer service speaking to ******. When I ask about the lack of.part availability, he says he doesn't know, there is no record of communication for my order. When I ask about the poor service.through chat, he says he doesn't know why. When I ask him if it can be looked into, he says no. He then gives me two options, refund or pickup. I ask to speak to the next person about the poor customer service. He says there is no one else to speak to. I said no one else on the corporate level? He says no. I think that the sttitude towards the customer was poor and there was little interest in finding a reason for the issue and potentially an explanation. You state a service and an aproximate time. Things happen, I get it. But refusing to find out why is not going to encourage me to order again.

  Business Response

  Date: 01/11/2023

  We have contacted our customer on 1/11/23 at 1:26 PM CT and we will be addressing our customers concerns with upper management. We are considering this case closed.

• Initial Complaint

  Date:12/22/2022

  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 purchased a transmission torque converter and needed parts from an O'Reilly Auto Parts store I believe the date was 11-12-22. The total of the purchase was $330. I had to remove the transmission myself to replace the converter. Upon reassembly of the vehicle it was found that the converter I purchased was defective and had a whining noise when the vehicle was in gear and driven. So I had to remove the transmission again and take the original part back for a parts warranty return. This I believe was on 11-15-22. The second converter was ok. My issue is I contacted O'Reilly over 5 weeks ago asking about a refund or gift card due to the extensive work needed to remove the transmission a second time. They have not resolved this issue yet. I asked for a $100 gift card, the have responded to the 2 emails I sent saying this is in review. Now I'm looking for help from the BBB. This is taking too long and now I want a full refund or a gift card for the amount of $300. The lack of customer service from O'Reilly corporate is poor, and I feel like I'm being ignored. I do not have the original purchase receipt, but I do have the receipt they gave me when the parts warrantied the converter. I can send this if needed. My incident number with them is ************, the person that contacted me only when I emailed them is ***** at O'Reilly customer service, **************, option 2. Store information from where the part was purchased, store #****. Receipt #**** ******* ******* *******.
  Thank you

  Business Response

  Date: 12/29/2022

  We reached out to ***** on 12/29/22 at 10:57 AM CT. We have come to a resolution with ***** and he is satisfied. We are considering this case closed.

• Initial Complaint

  Date:12/21/2022

  Type:Product 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 went to orileys in my town it was already 6pm and cold went to get a front driver side disc brake caliper got to orileys told the employee what I needed he looked up part and brought it out to me. And I told him 3 times driver side caliper well get it on around 10pm.and guess what went to go to work next morning at 630am and got about 6 miles down the road and brakes lights on dash started coming on and brakes went to the floor and barely stoped guy behind puked over and just happened to be a certified mechanic and starting laughing I asked whats funny he said I have a passenger side caliper not a driver said I said no wonder. It sucked putting on after I told the guy at counter that was wearing glasses and could barly read the screen after he brought me part I opened box and told him I said man this dont look like this one I brought in he said its what the book part number is long story short I missed work and now I have to get right part new brake pads and it tore up my rotor for being on wrong havent heard from orileys after I called to speak to there manager who was not even at the store at 4pm this is bull c*** especially after I told the employee 3 or 4 times driver caliper and how the mechanic knew it was wrong is because he said the bleeder valve always has to be on top of caliper or you will never get the brake system to work well guess what brake system isnt working and worse now and had to spend money to get brake fluid and a tool to learn it was wrong part I think orileys should give me my money back and give me the right part , new rotor and new brake pads and guild and new right caliper for free is only whats fair for the time and money I have wasted in 24 hours trying to get to work come on orileys get it together and do whats right Im a paying customer and have been for about 25 years now so show me you take care of your employees mistake after was told 3 or 4 times ****** ***** mad customer is who I am

  Business Response

  Date: 12/28/2022

  We sincerely apologize for the inconvenience and problem this caused **************. We have forwarded this information to our District Manager for further review with our stores management team to ensure that all of our Team Members are aware of the proper customer service we expect as a company. We want to ensure our Teams are actively listening to the information our customers are providing to ensure the correct parts are received with each visit. While we are unable to provide a refund on the caliper, because it is installed and would need the part back in order to provide a refund, we would be happy to send ************** a $20 ******** gift card for his troubles if acceptable? We have also addressed this with our Store Manager who explained after providing the correct caliper and brake fluid ************** on the 22nd, it may have been advised his rotors and brake pads were purchased through a competitor and was possibly going to have the rotor and brake pads replaced under warranty. We have not heard back from ************** since speaking with us on the 21st, and if still needing the rotor and brake pads replaced, please let us know. We would be happy to help with the replacement of the damaged rotor and brake pads if still need be. 

  Customer Answer

  Date: 12/29/2022

  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,
  
  *******************