ComplaintsforAdvance Auto Parts

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Advance Auto Parts, Store ****** *** ****** ** ******* ***** ********** ** ***** Went there for two rear window wiper blades. They sold me the wrong blades. Took them back and they ordered replacement blades. The replacements were the wrong ones too. They wanted to reorder again. I said forget it, give me my money back. They refused to give me a refund because my credit card had been used multiple times for buying and returning the same merchandise. No one is in charge, no one can make a decision. Thieves!

  

  Business response

  04/23/2024

  Thank you for providing us with the opportunity to address the complaint that ****** ******* has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We have reviewed this complaint and will be happy to assist the customer. We need to have the proof of purchase and a good mailing address from the customer and we will send a check for the amount of purchase in question.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer response

  04/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *******

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 11 at 5:30pm I called your ****** store location to bring in battery cores that I had accumulated the woman. Spoke to said bring them in. So drove to the location brought them in . The women I spoke to the proceeded to ask the other women now on how to process the cores for she had no clue either . So after multiple calls to *** ****** the store manager finally called back His response was we don’t buy back cores for store credit, which I know it is un true so now 3 people can’t help process a simple transaction. I walk outside call the ****** location they said bring them in they know how to process them so we left ****** reloaded the core up went to ****** where they took 5 of the nine in no problem. And I got the lawn and garden battery I needed . Great job team ****** . Being I didn’t want to cart 4 more cores back in decided to drop them at ******** right next door and got 10 dollars ea instead of the 5 advance gave me and the battery was cheaper there also.. I feel advance auto shorted me 5 cores at 20 bucks over charged me 8 dollars on a battery and cost me gas mileage from ****** to ****** . And to have 3 people at one location have a total disregard for there own policies. Would appreciate a apology from the store manager and be nice to get what the competition is payin For cores .

  

  Business response

  04/15/2024

  Thank you for providing us with the opportunity to address the complaint that **** ******* has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.We have reached out to our field team to contact the customer regarding the issue that occurred when returning battery cores. They will reach out to the customer in 24-48 hours as requested. In regards to matching a competitors credit for a used core battery we will be unable to assist with that as that is not a part of our price matching policy.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer response

  04/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *******

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 04/02/24 I made an online order #********* to pick up at store #**** in ****** I was around that area so decided to stop by. Picked up my order in the morning it was handed to me in a little box and csr ***** *. Gave me the box and my receipt. I had to run errands I did not open the box to look at it. 2 days later so on 4/4/24 I have my car getting fixed and I give the mechanic the box and as soon as he opens it he says this part is used, I look at it and it does looked used, so I go to the nearest store around witch is the store #***** in ******* **** to exchange and csr ****** *. Opens box and says we cannot exchage or return it, I provided my receipt. I explain to him I just bought that part 2 days ago, it was an online pick up order and I just want an exchange because its used and no good and I need the part because they are working on my car and that has to be replaced, csr was very rude and said no he refused to exchange or return. He stated I needed to return in original store, and never said it wss only eligible for exchange. Since I needed the part right away, I purchased another one in that store so I can get my car fixed, this time I did open the box infront of csr to look at the part make sure its good. but know the original store I bought in says that part is not eligible for returns and wont refund my purchase and they are telling me the other store had to do an exchange because I had my receipt and just made the purchase and they dont know why they just didnt exchange because it even had a guarrantee. So both stores not helping me resolve my problem. they are just blaming each other. And i lost my money. Looking at the boxes they look almost the same but the used part the box had a sticker dated back on 12/8/21 and it has an order number witch confirms this is a used part, they probably returned or exchange. Witch is very unethical to be reselling this used parts.

  

  Business response

  04/05/2024

  Thank you for providing us with the opportunity to address the complaint that ****** ****, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We apologize for the inconvenience this has caused. We have refunded the online order ********* in the amount of $81.13 going back to the original method of payment. We have submitted a check request for the difference of the in store purchase of $20.52 that will be sent to the address listed in the complaint. Please allow 14-21 business days to receive this check. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer response

  04/06/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ****

• Initial Complaint

  04/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am owed a $12 rebate from 12/23 but it was never paid to me.

  

  Business response

  04/01/2024

  Thank you for providing us with the opportunity to address the complaint that Mr. ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. I am sorry to hear that Mr. ****** has not received his rebate. For assistance with the rebate, he will need to contact ************** as the only access we have at the support center provides us the same information in his attachments. A $15 dollar Speed Perk coupon was issued to Mr. ******** account for the delay in receiving his rebate. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer response

  04/02/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ******

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  So I called and spoke to a manager due to getting a wrong filter & gasket as a “ KIT “ in a box. I asked if I brought the box back up to the store would they exchange the kit for the correct one. Store manager said yes. I said and was very detailed to him that me and a mechanic tried to fit the filter / gasket onto the pan and that there was some smudges of oil residue due to pre fitting to making sure that the items would fit. The store manager said “ Yes, we will take it and exchange to make things right “ I said awesome. A few days went by and was on a day off I was able to get to the store. Went to go exchange it on 3/22 around 6:25pm and was given attitude from a older male gentleman working that evening and he said no we will not and never take it back cause it was used. I told home that due to pre fitting the filter and gasket that there was some smudges and oil residue from our hands that got on it. He said we won't take it. U gotta buy a whole brand new one. So I had to. This gentleman had no customer service whatsoever and was just rude.

  

  Business response

  03/25/2024

  Thank you for providing us with the opportunity to address the complaint that ******** ********, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We apologize for the inconvenience this may have caused. We have gone ahead and issued a refund for the filter kit ordered online. We have also refunded the shipping & handling fee of $8.99. The refund will take approximately 5-7 business days to appear in their **** account ending in ****. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer response

  03/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******** ********

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Online order: ********* Date of purchase: 04/04/2021 Defective part exchanged on: 07/21/2022. I attempted to exchange defective rear brake pads today at the advance auto parts store number **** **** * ***** *** ******** ***** *******  Upon my arrival I was greeted by a customer representative and upon me advising him of my j tent he got the item and took it to the back. He returned and told me that he could not exchange the item in warranty due to it having been exposed to metal ti metal damage. I explained that the item had not been damaged that way and the issue with it is that the item wore down excessively fast. I asked ti speak to the manager and a make came up to the counter and told me that it was not due to metal damage. He explained that it was due to excessive wear and not manufacturer defect. I explained that I had previously retired the same item once before due to one of the pads completely failing and braking apart and now less that two years later they were almost completely worn down. He once again stated that he did not know what my driving habits were so he could not accept the return. I asked for the regional manager’s number so I could i could speak with her as I wanted clarification on limited lifetime replacement warranty. He told me he could do better and offered to give me the number to corporate but I insisted on getting the area manager’ s number. He gave me a number ointment a yellow post it with no name it. I asked him for the persons name and he provided it to me. I also asked him for his name and explains that it was not personal but I did not agree to his explanation of the warranty since he is assuming that I excessively drove my vehicle to the point where I wore down the pads I less that two years. I believe that due to a defect on the part’s quality, they wore down excessively fast. I called the regional manager but she did not answer and has yet to return my call (over 5 hours).

  

  Business response

  03/18/2024

  Thank you for providing us with the opportunity to address the complaint that ******* ** ****, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.  Our policy for the limited warranty is a warranty against manufacturer defects, normal wear and tear is not included. The warranty is for the lifetime of the part and not of the vehicle. The store would be able to determine if the parts are defective or not. Advance Auto Parts will be happy to send a $50 card to Mr. ** ****. We will send the gift card to the address listed in the complaint.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond. 

  Customer response

  03/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Additionally, I want to express my gratitude to the regional manager prompt response in resolving this issue.  I have been an Advance Auto Parts customer for many years and plan on remaining a loyal customer for years to come.   Regards, ******* ** ****

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a battery 10/26/23 and first off when I bought it, it took 3 days to charge it. I took it back in Dec 2023 and Jan 2024. The battery would not hold a charge, but evertime I took it back within the 3 months I was told it had a charge and there was nothing they could do about it. The battery has left me stranded 3 different times and received excuses of why they would not replace they defetive battery. All I wanted was a battery that worked and that never happened out of the 4 times I visited that store.

  

  Business response

  03/15/2024

  Thank you for providing us with the opportunity to address the complaint that Ms. **** ***** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.We are sorry to hear the issues that Ms. ***** has experienced with her battery. If Ms. ***** could provide us with the Proof of Purchase for the battery and which store location she visited to warranty the battery, we would be happy to look further into this for her. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer response

  03/18/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The Store # is **** ** ********* ** and the receipt is attached to my phone # ************* I purchased it on 10/26/23. Went to ******* **** this weekend and they told me it was a bad battery. Regards, **** *****

  

  Business response

  03/26/2024

  We have escalated Ms. **** *****' issue to the field team for Store #****. Ms. ***** would receive a call from the field team within 24-48 business hours. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer response

  03/30/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Did not receive any phone call. Regards, **** *****

  

  Business response

  04/04/2024

  We received a message from District Manager ******* stating that General Manager ******* at Store #**** reached out to Ms. ***** and offered to exchange or refund the battery. As soon as the customer decides we will follow back up and let you know the solution. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer response

  04/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** *****

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Advanced auto parts cancelled my speed perks rewards program with no notification and no reason given. I had built up credits and they erased them all. The only reason they gave me was they think I buy too many parts and accused me of being a business.

  

  Business response

  03/15/2024

  Thank you for providing us with the opportunity to address the complaint that ******* ********, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.   Advance Auto Parts will be happy to send a $50 card to Mr. ********. We would need a good mailing address from him for the card to be mailed. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer response

  03/18/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. My address is **** ******* ***** **** *** *** **** **** ***** ** *****  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Online they are false advertising a discount code. I went to store number ***** today. The online discount code clearly states that the offer is 15% off with (no minimum) and it clearly says offer available online and in store. The item was $10.99 the discount said it would be $9.34. The person at the register saw the screenshot of the discount on my phone where it clearly said offer available online and in store. he gave me the phone back and said it just says available online. Therefore I paid full price for the item. Advance Auto Parts customer service rep. emailed me claiming that they could not do anything about it because ****** offers something different information, even though it's Advance Auto Parts products. She claimed somehow they are not responsible for the false information that ****** is offering about their company and store products. I have included the screenshots of the email response acknowledging their false advertisement. Also attached is the screenshot of the discount as well as the item.

  

  Business response

  03/12/2024

  Thank you for providing us with the opportunity to address the complaint that Mr. ******** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We are unable to directly control what ****** has listed for us as it is for all companies. We can request a removal of information, as can Customers, when that information is found to be inaccurate. Please advise the details of what was searched on ******.com to find that code and if any other websites were used or what links were clicked to find this promo code. Advance Auto Parts will submit to ******.com to take it down. Please see the screen shot provided of advanceautoparts.com website and where the exclusions can be found for coupon codes. We would also like to ensure that our valued Customer knows that all offers or discounts for our website, shop.advanceautoparts.com, can be found under the Special Offers section then click the Coupons and Deals.We will be sending Mr. ******** a $5 gift card for the inconvenience this has caused. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer response

  03/12/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed IS A LIE. Advance Auto Parts are false advertisers and Liars.I have included the screenshot of their actual website showing the same exact product with the same exact promotion code and the same exact price. This is actually Advance Auto Parts website. so the fact that they are blaming something on ****** is pitiful. I would appreciate if they could explain why their website is showing the same so-called wrong information that ****** is showing.  Regards, ******* ********

  

  Business response

  03/21/2024

  The screen shot Mr. ******** has supplied is the price with the online promotional code. I have attached a screen shot of a ****** search about online promotion codes. This search shows that the online promotion codes are not available in store. Mr. ******** can make the purchase through online to pick up in store for the price of the product with the promotional code added. Mr. ******** can visit the website as well for full terms and conditions. A $5.00 gift card was emailed to Mr. ******** that he can use to purchase the product in store or online with the promotional code added to it. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 4th I was in the advance auto parts store in ************* ** ** ***** ********* *** I used my bank card to purchase a car battery the total was $224 I was planning to make a split payment I first put my card an pin to debit $216 from my account an would pay the $8 difference I immediately got a text message from my bank saying they covered the transaction for $216.00 the store employee said nothing showed on the system that it went through so I did not get the battery because even after having another store employee count the drawer an check their system they were not seeing the payment even after showing them it came out of my account that employee was leaving notes for the next day on duty manager so they can call corporate after not hearing from them that next day on March 5th I drove an hour an 10 mins back to the store the employees working acted like they didn’t know what I was talking about so I showed them the debit from my account an explained he said he would call corporate an get back to me I said no please call corporate now I want to talk to them he called didn’t let me talk said he was told they see it just not under my name an it was in the process of being reversed if I didn’t see anything in my account within 5 days to go back to the store it’s now a week later nothing so I call them they say I have to call corporate so I call corporate spoke to ***** she told me that I would have to wait for a call from another department to handle it so I ask for a supervisor she put on ******* the manager she told me they don’t see it was escalated to the right department that the store employee spoke to a ***** on the 5th but she must not of understood what he was saying an nothing was showing returned on their end yet an said that ******* was emailing the retail credit department an I should expect a call within 24 hours that there wasn’t nothing they could do. This situation caused me an overdraft fee of $15 now an my account is messed up

  

  Business response

  03/12/2024

  Thank you for providing us with the opportunity to address the complaint that Ms. ******* has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. I am sorry to hear the customer shows a pending transaction on her account. This was escalated to our Retail Credit team to look into the system as there was no completed transaction at store level. The results of this search are that the payment declined, and no funds were collected. I have attached a photo of the results. Ms. ******* will need to reach out to her bank as there is no pending or completed charge in our system to send back to her. The Retail Credit Department will not be reaching out to Ms. ******* as we are required to respond through the BBB once a complaint has been filed. Advance Auto Parts is sending a check to the address provided to cover the overdraft fee of $15 dollars. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

*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. ↩