ComplaintsforAutoZone Central Ohio Locations

• Initial Complaint

  05/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with autozone online on 04/17/2024. Order #************.I had a coupon code for free next day shipping, yet in order to try and get the brake pads in time I had to pay an extra $4.99 for rush shipping to be delivered on 04/19/2024. On 04/18/2024 I sent an email to support asking to ship my order that its still stuck in processing. On 04/19/2024 I contacted live chat asking where my order is. After 30 minutes he finaly agreed to expedite my order and I didn't believe him and asked to talk to a manager. He refused and asked me when to have a manager contact me. I gave my phone number and told him Monday, 04/22/24. I never received that phone call. I have emailed support one or two more times and called support again today.******* refused to get me a manager, then after being very rude and placing me on hold numerous times for 25 minutes total each time coming back on saying he's getting a manager and putting me on hold, Supervisor *****, finaly gets on the line. Supervisor ***** asks me how he can help and I tell him all this and that I want my money back. He once again asks me how he can help. I tell him I just told him how, I want my money back. He tells me he's going to work on it and places me on hold. He as well comes off hold numerous times saying he's still working on it. So far the supposed manager has been taking over 10 minutes and hasn't processed the return and keeps telling me to wait when I ask why it's taking so long. 20 minutes now on hold with the manager and he wont even respond. 50 minute phone call and I have to hang up because he keeps me on hold and won't issue the refund. I know you can review phone calls, I dare you to listen to it and see how horrible your supposed manager is. I placed the phone call at 6:46pm eastern time on 05/03/2024 using phone number ************ and had to hang up at 7:33pm eastern time, accomplishing nothing once again.

  Business response

  05/24/2024

  The District Manager for the ************* (***********) location has attempted to call **************. The call was directed to Voice Mail, but the ** had not been set up, so he sent him an e-mail:

  *******,

  This is ***** District Manager @ AutoZone to see what I can do to help. I was just assigned the store on N ******* in ********. I saw the email about an issue with a brake pad order and wanted to reach out to see if I can assist. I read that you were looking for a refund and price adjustment on other parts. If I can get some detail I would like to take care of this. You can reach me @ ************* or email @ ******************************************************.
  
  Thank you
  *****

  Business response

  05/29/2024

  The District Manager for our store on ************** in ************* has not received a call or an e-mail from **************.

  A second e-mail was sent today (05-29-2024 - 4:18 PM.

  *******,
  

  I wanted to follow up on the email I sent on 5/23/2024 as I did not hear back from you. Please email me back or call me @ ************* to discuss.
  Thank you
  
  ***************************
  AutoZone District Manager
  Customer Satisfaction
  *************

  Business response

  06/04/2024

  06-04- 2024 12:50 PM e-mail sent to the BBB:

  We have attempted contact with ************** twice with no response.
  District Manager *************************** has sent 2 e-mails to ************** asking him to respond with a phone call so that his complaint and his requested resolutions can be discussed and finalized.
  Phone calls to the phone number provided *************) were directed to his voice mail, but no voice mailbox has been set up on his phone.
  If he is still interested in a resolution,****** cell phone number is ************. If a reply (e-mail or phone call) is not received by Friday (06-07-2024), we would like to take the steps to finalize this complaint. Thank you.
  
  Have a Great Week! Be SAFE!!
  
  Thank you,
  *******************************
  Admin **************************** *************** #****
  Phone: ************
  Fax: ************
  ********************************************************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business is not refunding the sales tax amount for items that are returned that were charged sales tax.

  Business response

  03/21/2023

  Complaint ID  19615339
  
  We did receive a complaint thru our 1800 AutoZone Customer Service Department as an e-mail. The complaint stated that he had purchased a starter, he noticed that tax was charged on the starter & core when purchased, but not refunded when he returned the core itself. This is a law that the state of Ohio has had for many years and explained on website ********************************************************************************************* that I have taken a screenshot of & attached to this resolution. We apologize if this was not explained upon purchase or return, but to refund the core tax would put us in violation in this state law. Our Store Manager at the location he bought the starter & returned the core did contact him on Saturday 03-18-23 & explained the core charge to him  reading the information directly from the Ohio Tax website.
  In the example listed on the website, it is stated “Basically, a “core charge” is part of the selling price charged by the retailer to encourage the customer to “trade-in” a similar used or broken item.”
  Here is more of the example listed on Ohio’s Tax website:
  The most common example of a “core charge” situation is in the after market auto parts industry. An auto parts retailer will sell a starter for $59.95, plus a $10.00 core charge. If the purchaser of the starter returns to the retailer with a used or broken starter, the retailer will pay the purchaser $10.00. In effect, the purchaser has given the retailer $59.95 in cash (or credit) and something valued at $10.00 to complete the retail purchase of the starter. Therefore, the “price” for calculating sales tax is $69.95 and the retailer cannot refund the sales tax on the $10.00 core charge.
  If the customer would like to return to the Mt ****** store, we would gladly refund an amount equal to the core tax. If he prefers, he can contact me at the Regional Office at 614 475-2621 and we can correct this issue.
  
  ***** **********
  Columbus Region Admin Asst
  Customer Satisfaction
  AutoZone

  Customer response

  03/21/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19615339
  
  I am rejecting this response because: 

  
  

  When I purchased the new starter, I brought my old starter with me so there shouldn't have been a core charge at all.  I have contacted several other retailers in Mt ****** that sell car parts and batteries and they all stated that either there is no core charge if the old part is furnished at the time of the purchase or they don't charge sales tax on the core.  The state of Ohio confirmed that if the old part is presented at the time of the purchase of the new part, that the retailer does not have to charge a core fee.
  

  
  

  
  
  Regards,
  
  ***** *****

  Business response

  03/22/2023

  Mr. *****,
  
  Please come back to the Mr. ****** store and speak with Store Manager Nate. He will refund you the amount equal to the Core tax. We certainly apologize for all the confusion and thank you for your business.

  Customer response

  03/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** *****

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased parts on 9/10/22 for 731.85 and was given the wrong parts by a new employee. When my mechanic tried to return the parts on 9/11/22 he was told my card was needed to be credited for the difference. My mechanic used his credit card to purchase the correct parts. because my wife and I was in church. I had paid $500 in cash and 231.86 off my card on 9/10/22 and the parts that mechanic brought were under $500. When I went to Auto Zone and spoke to a young lady she informed me that it was Auto Zone Policy not to give me a cash refund and I would be credited $286.91 and it would post to my account in a few days and that never happen. If you notice my receipt she shows it as giving me cash and it wasn't. I've been in contact with my bank and no credit was ever sent. My mechanic also returned to be credited what he had paid, since there was more than enough to cover parts from original sale on 9/10/22. I want my store credit for the 286.91 back on my account, since I do not plan on shopping at Auto Zone again.

  Business response

  01/23/2023

  We determined that he was correct and should have received $286.91 in cash as part of his refund.
  
  I had a conversation with him and apologized and asked him to stop back at the store and gave him that money. Resolved around that date of 09-21-2022.
  
   

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