Business Profile

New Auto Parts

O'Reilly Auto Parts

This business is NOT BBB Accredited.

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Important information

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

Complaints

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

Customer Complaints Summary

257 total complaints in the last 3 years.
62 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/31/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a:Super ***************************************** Size 34 750 CCA 120 Minute RC - 34PLT from the ***********, ** location on March 23rd, 2023.I have been having issues with the battery, specifically that it is not holding up to its cranking amps rating and after 4-6 cranks it drops into the 11v range. I took it to the *********** location for warranty ***lacement. After explaining to the *** the issue they said that they will charge the battery and then test it. I asked how many load tests do they do to determine if the battery is bad and they said the machine does one short load test. I then get a call that the battery tested good and I can come pick it up and they will not ***lace it. Upon pickup i look at the test results and all it says is good. There is no cca rating displayed, voltage or duration of load testing that would comply with ********-**** Warranty Act disclosure of warranty denial. I am requesting that my battery be ***laced under warranty and that proper testing and detailed results be displayed to customers upon warranty denials.
Business Response
Date: 06/03/2025
I spoke to our Store Manager ******** at our location at ***********************************************************************************. The customer can go see her with the battery and she will do a courtesy warranty exchange for him. If needed, the number to the store is **************.
Customer Answer
Date: 06/03/2025
Better Business Bureau:

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

Sincerely,

******** Kors
Initial Complaint
Date:05/05/2025
Type:Billing 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 purchases an auto filter box at a tire on 146 in ******* for $281.44. I found the exact box cheap online so I retuned to another store in *************** in ******* *****. They accepted the returned but they did not issue me my full refund the only refunded $276.24. This is an act of stealing. When I returned to the store the manager told me that he tax was lower at that store and why didnt I return it to the store of purchase which I found was very rude when I know items can be returned at any store for a full refund. They support theft and this is stealing from me. They had to perform a tax adjustment to issue me a full refund, but they did not . I am requesting $5.20 that is rightfully owed to me . This is the first store that I know that does not adjust sales taxes for refund whether the sales taxes are different in many areas
Business Response
Date: 05/06/2025
Our District Manager ***** spoke to the customer on their first ******************** Complaint ******** on February 3.Customer was persistent that he was charged 290 DM ***** explained he did not see that amount, but if customer wants to bring me him bank statement to review he would be more than willing to figure out why. DM ***** explained he could give him the variance from the sale to the return that was owed, but since he believes he is owed more DM ***** explained he cannot do anymore than issue refund for what we see the discrepancy is. The customer ultimately ended up hanging up the phone as he did not like the outcome. As DM stated, we can refund the sales tax difference that is owed to the customer, but for anything additional we would need his bank statement to review.
Customer Answer
Date: 05/08/2025
Complaint: 23291409

I have reviewed the business' response and am rejecting it because: The receipts don't lie. I never hanged up on and DM. The DM became very belligerent on the call and I told him that he is not a manger, he has to seek anger management, then he hung the call up. He never agreed to issue any refund or any taxes, this is why i returned to the store to get the records. That is what they are accustomed of doing at ********'s this is why I will never buy any automobile parts there again after this encounter. This is a flat out case of stealing. I should have referred this incident to the local news . The DM is a blatant lie. Why has a refunded never give. He never agreed to issue a refund when I identified the mistake to him. Does the money go in his pocket? Why *** customers for a business. This is insane. The DM need to stop lying and act like a man of integrity. He needs to issue a refund and that apology. I will have to go **** with this issue in order for people to stop shopping at this establishment. I hope he knows the power of social media.
Sincerely,

****** *****
Business Response
Date: 05/12/2025
We will need copies of the invoices and customer's bank statement showing the discrepancy customer is saying they are owed a refund on. We are able to refund the tax rate difference at this time without additional documentation.
Initial Complaint
Date:04/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called ********* in deridder and spoke with a employee was checking to see if they had some rear brakes and hardware parts they stated they had them in stock and I asked how much for the brakes he stated ***** per brake meaning 50 left and 50 right which would have been $100 plus taxes and then I asked about the hardware parts they were $9.99 which would have been $20 bucks and I asked him whats the price for all and he stated $133.35 I told him to go ahead and pull them and I'll be there to pick up ..and hung up my wife goes and picks them up . And gets home and he gave her the two brakes and only one hardware kit , it was short one hardware kit ...but was charged for it ...well I call and asked why did they only give her one hardware kit because there obviously has to be two one per brake and the guy then tells me I only paid for one and that the price was ***** plus tax per brake and 9.99 per hardware kit and I said ok then why didn't you send the other hardware kit and he said he didn't know I need it and I said obviously why would I need two brakes and one kit ..and why did you tell me ***** per brake now your saying 55 he then puts his manager ***** on the phone and he asked how can I help you and I asked him when they hire people so they have to have retail experience and automotive experience because the lack of both now cost me more money because I have to drive 40 miles round trim and now I have to drive back up there with a truck with *** breaks because the employees lack of vehicle knowledge and quoting me the wrong price ..I then asked whats ********** policy on this sorta thing and he then turns it around on me as if I did something. Wrong and hangs the phone up ..I call multiple times and they refuse to answer after multiple attempts they finally answers and I said I still need the part and he rudely said well you can come down here tommrow and come buy the part and I stated I already bought the part based off the employee tell me the price ..
Business Response
Date: 04/17/2025
The customer left us a voicemail 4/16 at 2054. I have sent this information to our District Manager and requested that they call and follow up with the customer on their complaint.
Customer Answer
Date: 04/20/2025
Complaint: 23215915

I have reviewed the business' response and am rejecting it because:
I have not been contacted buy anyone and still in able to fix my truck missing work now because I don't have the part that missing

Sincerely,

****** *******
Business Response
Date: 04/24/2025
Our District Manager **** tried to call the customer. He stated "I have called the customer and am unable to speak to Mr. ******* phone rang several times and not going to voice mail to leave a message. Hopefully he will return the missed call to get information on this complaint issue." I will request he attempt to contact the customer again. If there are specific times that are better for the customer, or an alternate phone number, please provide those.
Customer Answer
Date: 04/28/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. And I spoke with them and he took care of it ..

Sincerely,

****** *******
Initial Complaint
Date:04/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was sold defective parts by OReilly. I have made multiple attempts to return the product, or at the very least, file a warranty claim. My order contained 2 parts for my car. One was installed, and had to be removed because it was defective, and the second one was not installed due to the result of installing the first part. I had to order those parts elsewhere, and needed to return the defective parts purchased from OReilly. I first attempted to take the parts in store, and they instructed me to go online. After reaching out to their online service, they sent me back to the store. I went into the store a second time, and again, they sent me back to the online service. At this point I was frustrated, so I emailed OReilly, asking them to refund me for selling me a defective product, and if they wanted the product back, they could send me a label and I would happily send the product back. It has been nearly 48 hours, with no response. I have already disputed the charge with my credit card, and am awaiting a result. If they dismiss the dispute, I would like the support of the BBB. If the dispute results in my favor, this will simply be for the BBBs information.
Business Response
Date: 04/03/2025
Please provide the address of the store you went to for the return, so that we can address this issue with them. Since a dispute has been filed with your bank for the purchase, we are not able to issue a refund or do anything further pending your bank's decision on that dispute.
Customer Answer
Date: 04/03/2025
Hello,
The first store that I went to was in *****, ** (****************************************), and the second time I tried going to a store was done in *********, ** (*********************************). I was traveling the first time I made the attempt which was why I was at a different store, so I had to explain the entire story/situation to the second store.
Business Response
Date: 04/04/2025
I will get this to our field management for both stores to address. Since a dispute has been filed with your bank for the purchase, we are not able to issue a refund or do anything further pending your bank's decision on that dispute.
Initial Complaint
Date:03/31/2025
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.
transaction date 03/27/2025 transaction amount ****** purchased rotors and brake pads rotors came rusted refused return for 3 days until I refused to leave and threatened to report their business I had proof of purchase proof they were the the ones I bought and the receipt and they still tried to deny without a reason why
Business Response
Date: 04/03/2025
I will get this to our District Manager for the store and have them call and follow up with the customer.
Customer Answer
Date: 04/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** ******
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I visit OReilly shop at ************************* and question ask them about help,because my ACC system stop working at my **** A8L,and i need know a reason.Few days ago I driving Highway 15 and plastic barrels rolling at ****** near 16 exit,and my cars sloozed down and go a little bi left to avoid accident.This is ACC system.However after that my ACC system stop working and I want check it at OReilly shop.The lady do not provide me cars diagnostic Scanner tools,but come with me to my cars,it is okay,I help the lady connect Scanner to my cars,the lady start checking milleage,wrote my milleage to self left hands,check my code and say,-we need go inside and I want check the code by computers.We come inside,- the start check milleage to wrote at her hand with milleage at computers,after that say- not any code at all and start looking ACC parts.I do not request her looking for parts.If this shop belong to ***************** please you can start fingerprint do at entrance, everyone will know, but now please explain me a reason the lady start check my millleage ?After that make a record at computers .If I need inform about my milleage at my cars I can do it,for example when need change my oils.I visit this shop for help,not for investigation,not for checking something,not for looking in my pocket.Please let me know if this is new services of OReilly shop?Maybe you try catch someone who steal a cars?Or this is undercover policewoman?I question ask you it because try write feedback at ****,but this shop not exist at all at ******* similar feedback at european shop at *********************** do not show at all.I do understand this person close to someone and not responsible for all what they ********** regards,
Business Response
Date: 03/28/2025
We are not a shop, nor are our employees mechanics. The VeriScan we offer for check engine lights will scan the vehicle for whatever code(s) may be causing the check engine light to be on, and provide a list of them and related parts that may be the reason for the code. We still recommend contacting a mechanic for diagnosis and repair if the customer is unsure of what is needed to fix their vehicle.
Customer Answer
Date: 03/28/2025
Complaint: 23110704

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

I'm ashamed of your answer, I came for help and asked to check what codes your code readers shows, since this is a very expensive repair, and before going to a mechanic who will offer to replace everything and pay $6000, I need to at least understand the level of repair.
In response to my request to check the codes, you checked my mileage, and start correspondence to what your computer shows to what you wrote on your hands and wished me good luck.
I have three questions,-
1.     What was the reason to check my car for mileage, you wrote it down on your hand and checked it with the computer.
2.     Why did you refuse to show me the codes on your code reader and start looking a part at your computer ?
3.     Why do you offer this service,- code reading?
I definitely will visit a mechanic,do not worry,for me not clear your answer to clients (me),not clear why your worker do not show me a code and start check mileage,not clear why she start looking parts for me,- I never request that.
For me not clear purposes your ************* is clear,- you sales.
Please explain purpose,target and goals.

Sincerely,

****** ********
Business Response
Date: 03/28/2025
O'Reilly Auto Parts' **************** uses vehicle mileage as part of its diagnostic process, including suggesting maintenance items based on the vehicle's mileage. It also requires the scanner to be hooked into a computer to view and print out the codes that it has read. We offer code reading as a helpful tool for our customers to have an idea of what a check engine light on their vehicle means, but we are not mechanics. It would be up to the customer to contact a mechanic if they need to for diagnosis and repair. Our employees can use the codes that have been read, and parts that the Veriscan suggests, to look up compatible parts for the customer vehicle that might repair their issue.
Customer Answer
Date: 03/31/2025
Complaint: 23110704

I have reviewed the business' response and am rejecting it because:
You need clear explain me a reason you do not provide me a code you find but you start checking my cars for mileage at front panel and on the computers.
Here can be two way,
***** disable people and do not understand what you doing.
***** working here after police and still do policemen job.
I go to different shop and they show me my code.I attached screenshots .
The problem,- when you go to shop you need know what repair need,because local mechanic like monkey with dynamite in hand.Who know what happens.
Camber you do every 2 months,but in ****** it can be done one time for two years.
last time mechanic tell me not true and I write feedback.
i not sure about price and this is a reason I visit you to be sure what need repairs.

Sincerely,

****** ********
Initial Complaint
Date:03/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Did the transaction is Wednesday March 12th 2025 ************************* parts offers lifetime warranty or extended warranties on a lot of their products. This is a big selling point for me purchasing from them. They cataloged this for you through your phone number. I've been using the same phone number for over 25 years with them. I go into the ********** give him my phone number. They say they can find no record of it. I said I was just here 2 days ago and I used that phone number which I've been using for 25 years. They say there's no record of it. So essentially they have screwed me out of a lifetime warranty for 25 years worth of purchases. I call that lying, cheating and stealing.
Business Response
Date: 03/13/2025
I was not able to locate any customer purchase history under the email address and phone number provided. Searching by customer name and zip code, I did locate an account with a purchase history from 10/14/2012 through 10/15/24, however that account is under a different phone number and email address. I called my store manager ***** in ************ and he will be calling to talk to the customer.
Customer Answer
Date: 03/14/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. ***** the store manager resolved my issue with 100% satisfaction. He was easy to deal with, friendly and helpful. I appreciate you!

Sincerely,

**** ******
Initial Complaint
Date:03/06/2025
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 bought headlights on my 04 camry as they werent very bright. The person who sold them told me, whos name is Winter, told me, that xenon bulbs were way better than the **** i had asked for, and i quote if they dont fix your problem you can always bring them back and well switch them out or give you your money back. This statement was one of the sole reasons i was willing to make the purchase, howeever a week later, finding they didnt help even in the slightest as i was directly told they definitely would i tried to return or at least get store credit towards a solution that actually would help me. They refused the return or exchange, leaving me stuck with a $70 purchase. I feel scammed and strongly misled by this interaction
Business Response
Date: 03/07/2025
I spoke to our Store Manager ***** at *************************************************************************************. The customer can take the bulbs in (they will need to be out of the vehicle) any time Monday through Friday ********* and they will assist them with an exchange or refund.
Customer Answer
Date: 03/11/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The store was extremely helpful and worked with me

Sincerely,

**** ******
Initial Complaint
Date:03/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 19 /2025 we took our 2014 ****** Sienna LE model to have the low beam headlights replaced and ******* Auto parts offers free installation and we did purchase the low beams and the gentleman did the installation at the **************************************************************************************** location.Few weeks later the driver-side headlight low beam( the exact one that was replaced) went out when I took a look it at found it wasn't secured in the sock snd kept on moving until it melted the sock and the cables and broke off.Due to the wrong insulation it caused a damage and Now we can't replace the bulb only but the whole assembly and well as the cables.I contacted the store and spoke with the manager, and asked me to bring it over on Friday February 28, upon arrival( after I took tine off work) he refused to look at it stating he didn't have the time today.I contacted O'Reilly Auto Parts customer service line and was told that a district manager will follow up with me as soon as I supply an estimate, which I did that sane day and I haven't heard from the business nor the manager. The estimated cost is $403.85 parts plus $420.00 in labor.
Business Response
Date: 03/07/2025
Our District Manager spoke to the customer 3/6/25 and let him know we will reach out to him as soon as the assembly comes in. District Manager reached agreement with customer that we will pay for the assembly and bulb and customer will pay for the labor.
Customer Answer
Date: 03/11/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

Hatem Fazlipour
Initial Complaint
Date:03/01/2025
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.
Never received my part but sure got the finger!Im extremely frustrated, angry and just past freaking out at this point since no one will take the time to rectify the situation. My order was not cheap almost $300 acre definitely on a clock with having a mechanic put in my new alternator and of the battery that never came. I have contacted ****** OReilly, my apartment complex, my bank to try and dispute the charge, literally almost every neighbor in my large complex, no one has tried to fix the fact that my part was never delivered to me or was possibly stolen off my porch. I had to go and buy another battery, a lower quality battery on top of this one to replace the item that I didnt receive, so now Im $500 in on this bs situation. I dont know what to do at his point so Im just going to submit a rating and complaint here, another at **** BBB, & on ****** hopefully someone will decide to make this right. ****** sent me to ****** FedEx sent me on a city wide package **** then back to oreily since they just say it was delivered and oreily literally did nothing just decided to ignore me after that. Went to the bank and filed a dispute or charge back which after waiting an entire month they denied because the tracking says delivered. So I guess make the guy thats disabled living on $900 a month in social security eat it instead of someone admitting theyre mistake or maybe look out for your customer and at least try and find my Battery. Anyway I guess Ill shut up and shove off now. Guess from now on wont be getting my parts from here anymore.
Business Response
Date: 03/01/2025
The customer emailed us 12/7/24 stating the battery was delivered by *** Ex to his porch and the delivery driver took a photo, but by the time the customer arrived home at 1700 the package was not there. *** Ex investigated and denied the claim for the missing package because it was properly delivered. Since it appears the package was stolen, the customer would need to file a police report to have that investigated. We, and Fed Ex, do not provide refund or replacement for a stolen package.

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