ComplaintsforAutoZone

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My company's name is ***** auto llc. We have been doing business with autzone for 6 years as commercial account. There was good parts and bad parts. It is what it is. Our first big problem was a one ton dodge transmission that was bought in February 2021. It was a moveras. It turned out to have several problems, we had to file a labor claim on in April that we still haven't been reimbursed by autozone yet. But we've ordered several more. I ordered another chrysler transmission and I told them no moveras. I ordered another chrysler transmission in November. I said no moveras, but again I got a moveras and was lied to about it. All the tickets was removed from the transmission and I contacted ****** at autozone and he insisted it wasn't but it was. It was worse than the transmission that was in the jeep. I was told by ****** that it was the tcm cause he hasn't had any problems with moveras. Before I could start a claim I'd have to contacted a chrysler diagnostic rep and have it checked. We contacted ****** while the guy was at our shop. This chrysler rep was paid by me, not autozone. ****** said do a invoice he'd get me paid, never happened. ********************* got me a much better transmission but now said the transmission will need to be tested to see what's wrong with it before I can file a labor claim. I bought the transmission from autozone, my problem is with them not autozones suppliers. When it came to light the transmission was a moveras and I had been lied to. I've received text from an employee of autozone, I was lied to by ********************* saying the claim would be processed when the transmissions were swapped. I want reimbursed for my time, fluids and having to call a diagnostic person out. I want my account closed and all invoices for the last 5 months. I'm receiving bills even though I'm owed money..

  Business response

  04/08/2022

  Customer has been contacted and issue resolved

  Customer response

  04/11/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing has been resolved. I simply received a text saying to verify. If no contact is needed.i need reimbursement for the thousands in parts I have warranties on that I can't get covered.

  Business response

  04/14/2022

  We have contacted the customer and resolved the situation.

  Customer response

  04/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm told no further contact how do I get parts covered under warranty. The parts are junk and don't last long. I was bullied to take a settlement. Was totally unfair.i soent thousands a month on parts and this is the respect I get. This is a mind blowing experience. ********************* needs fired before autozone gets sued.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed $413 (excl shipping) online order for brake parts 3/21 - order form indicated expected delivery 3/23. Received confirmation email same day that my card would be charged and would be notified by email once order shipped. Notified by my bank of full charges processed 3/25. Called Monday 3/28 to check on status, and was told my order had been cancelled because out of stock. I pointed out that at time of ordering their website indicated in stock and delivery date, while many other items also listed but showing as not available (presumably out of stock). In other words, they were advertising product as available while at the same time showing other products as unavailable - meaning whatever had happened was clearly a problem on their side. Upon visiting autozone.com I found that indeed the item was now listed as not available, but the price shown (presumably the available price upon inventory replenishment) had been increased to $625.99 - or an increase of approx $210, or over 150%! The CSR (who tried to be helpful), and manager both apologized for the inconvenience, but nothing they could/would do. I explained to the manager how unfair it was to make this all my problem, when clearly their systems had promised a price and availability that they later decided was now my problem not theirs. Clearly they had the option of keeping my order in tact - placing on hold until back in stock, Instead, they made their problem mine and unilaterally cancelled with only an apology and every intent of making substantially more from myself or the next person once back in stock. I certainly understand circumstances change, and a reasonable price adjustment while keeping my order in tact would certainly have been understandable. Feigning responsibility for THEIR failure to keep their inventory systems up to date while sticking it to the customer with such a significant price increase is just plain wrong - and should be their problem, not mine.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/03/30) */ Customer has been contacted and issue has been resolved.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a clutch for a radiator fan online Tues Jan 25th. I was guaranteed delivery on Wed Jan 26. The part I ordered was supposed to be coming from Rogersville TN about 25 miles from my home. About 2 pm on the 26th I sent a message asking when it would arrive as my wife had to be at the hospital that evening to induce her labor and I needed my truck running. Around 5 pm I called the Rogersville store , the manager said they were no longer in the "hub" so no part had been or would be transferred. At no time did anyone from AutoZone attempt to contact me about part not being delivered on guarantee date. He also said I would have to go to an AutoZone to have my money refunded. Today Jan 28th I contacted AutoZone corporate about refunding my money. They claim Fed Ex delivered this part yesterday Jan 27. Fed Ex has not delivered anything to my home on none of these 3 days. They refuse to refund my money, saying I have to wait until they open a claim with Fed Ex this will take another 8 days minimum, they refuse t of cancer the order for a part I no longer need, since they did not deliver on the date promised I bought it else where and expected my money to be refunded easily since the Rogersville manager said it was never transferred from his store. Now I am stuck waiting and may or may not get my money back, depends on Fed Ex. My mother was home every day and knows Fed Ex did not come to our home with any delivery. AutoZone is forcing me to either take this part I no longer need because they did not deliver on the 26th as promised or not get anything while they keep my money depending on Fed Ex. AutoZone ask me if I had checked around my neighborhood in case driver left it somewhere besides my home, I have no closev neighbors , I live in the country, I refuse to go searching for what it paid them for that was supposed to be delivered to my home 3 days ago. It is the responsibility of AutoZone who contacted with Fed Ex to make sure I received what I paid for regardless

  Business response

  04/18/2022

  Business Response /* (1000, 9, 2022/03/31) */ Customer's issue has been resolved

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on the Autozone website last night on 3/4/22 as my car battery stopped working and I cannot use my car till I get it replaced. The order was for Odyssey Battery ODP-AGMXX XXX CCA ORDER NUMBER: XXXXXXXXXX and was charged $320.41. I placed the order and it was supposed to arrive with a next-day guarantee on 3/5/2022. Today I woke up to the package being marked as delivered I go outside and check and there is no package and also peek at my neighbors front doors and also do not see a package anywhere in site! It shows delivered at 11:54am it is now 12:30PM and still no package. I have called Fedex and they have not been able to locate it after being on hold for a half hour. I specifically need my battery so I can go to work on Monday. I needed to change it today as it is saturday. I want a refund and **** go buy the battery myself as this is an emergency.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/03/07) */ Customer's issue has been resolved.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a coil pack here in Memphis TN 12/17/2021 at 5945 Winchester Rd. I didn't have it a good two months before the part went bad on 2/15/22. So today 2/16/22 I tried to return it for refund because it's defect and I no longer want to use their brand or part. There is no way possible a part should go bad that soon. When parts go bad that soon it is very time consuming and also causes money due to having to pay mechanic to install product more than once. I wanted a refund because I was gone go with a different company and brand me personally I've never cared for Auto Zone parts they're remanufactured and don't last long. That's why they are so quick to offer lifetime warranties but it was a spate of the moment decision I'm now regretting. Mr.James the store manager tried to make it seem like it wasn't their part when my mechanic clearly put it on the machine and he also pulled the bad coil pack out it and it instantly stopped misfiring. So when I said that Mr. James then said he would give me another one. He just had a stubborn no it all attitude. He should work on his demeanor and professionalism. I want my refund of $52.34 I don't want to deal with your parts any longer Auto Zone. It's a headache to have to miss work and pay more money for defective parts.

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/17) */ We have contacted the customer and have resolved the issue. Consumer Response /* (2000, 7, 2022/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business did contact me 2/17/22 and resolved my issue quickly and professionally by apologizing for any inconvenience and giving me a full refund. Thanks a lot!

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 2-5-2022 store number 1522 knowingly allowed the use of stolen credit card information. i know this since i am in possession of said card and i live several states away from this store. no card could have been provided for this transaction of $241.38. i have contacted the store with no response as well as spending over an hour on hold with the corporate office without even reaching one person. i have had to go through many exhausting steps thanks to this such as putting in notice to my bank and having holds on my accounts, pulling credit reports, placing fraud alerts to the credit agencies and filling police reports. this is completely unacceptable. i am providing the police report with this.

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/02/17) */ We are reviewing this case Consumer Response /* (3000, 7, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) That response doesn't even guarantee that this is being looked into. As far as I'm concerned nothing has been done as of yet. Business Response /* (4000, 9, 2022/02/24) */ Customer has been contacted and issue has been resolved. Consumer Response /* (2000, 11, 2022/02/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Spoke with a loss prevention manager. Was very impressed by the professionalism and the willingness to maintain evidence for the police department.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made a purchase online from Autozone, a few day's after the purchase I was informed by ***** that the package was being sent back to Autozone. According to Autozone's tracking the package was supposed to have been received back to them by Thursday, however after contacting ***** they are telling me it is going to take several more days for them to deliver the packaged. I tried contacting Autozone regarding my refund status since I never received the package, and it has been with ***** for the last 4 days but sadly I haven't been able to get an answer from Autozone.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/01/27) */ The customer has been contacted and is satisfied with the resolution provided.

• Initial Complaint

  01/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Thursday January 20th I placed and order for next day delivery January 21st for parts for the price of $287.82The parts were supposed to be delivered to me by 8pm on Friday. I called customer service to ask why my parts hadn't been delivered. I spoke to customer service rep named ****. He told me my parts wouldn't be delivered until Monday because FedEx said their drive picked up the parts late. I said no that's unacceptable I ordered and paid for next day delivery. Cancel the order and refund me my money he said he couldn't help. So I told him I wanted to speak with a supervisor. I then spoke with ****** the supervisor and he said it would take 3- 7 days to refund my money I asked why because it didn't take them that long to take my money. He said he canceled the order and would refund my money. Well they didn't cancel my order and I called customer service today January 23rd after I received a message saying my package (parts) would be arriving tomorrow. I spoke to **** and he said he couldn't cancel the order and ****** had entered in the computer that he told me he couldn't cancel the order. That's a lie because he said that he could and would. They claim the phone calls are recorded. So **** said I could get a refund after I received my package Monday and return them to the store myself. I explained to him I didn't want their products and I didn't breach the contract they did. So it's not my responsibility to fix their mistakes. He also asked me to tell him how to cancel the order with FedEx. As I told him that's not my job. But could he explain to me how they can't call FedEx and tell them to bring the parts back to the store and just refund me my money. He had no answer. So I told him I don't want their product because they are liar's and untrustworthy. I also called their corporate office and I was sent the local regional office number I called and left a voicemail with my name and number andI haven't heard back from them yet. I will attach all records

  Business response

  04/11/2022

  Business Response /* (1000, 10, 2022/01/25) */ Customers issue has been resolved. Consumer Response /* (3000, 12, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This issue is far from over I received a phone call and voicemail at 6:42pm yesterday from a "****" asking me to return his phone call and he stated I could ask for "****" because he's the only supervisor there by that name. I called back and asked to speak to "****" and the customer service rep named Steve was like he didn't know that person I said well I was told he was the only supervisor there by that name. So he placed me on hold for about 30 second and asked my name I told him then he placed me on hold again and returned and told me "****" had left for the day. I said okay I would call him back tomorrow. Then I received a call back from"****" after 7pm I answered and I told him that he was supposed to be gone for the day he said " oh no I was in a meeting. So he asked me what happened I told him and I said that *****, ****** and **** needed to be fired for not doing their job. He asked me what I wanted I sai d I want a refund. He said they could do that and also send me a $30 Autozone gift card. I said no I didn't want the gift card because I wouldn't be shopping with Autozone again. He said he would refund my money and send FedEx out to pick up the parts. I said to him I need my refund before I would give them the parts so what day **** FedEx be coming for the parts. He said he couldn't answer that because he didn't know. We were about to end the conversation when he said that I didn't want compensation I asked him what he meant by that because I wanted my refund but no I didn't want the $30 gift card from Autozone. He in return said yes that is what he meant. He said he would send me an email stating what we had discussed. I also asked him if there was any way that someone over him could speed the process of me getting my refund he said no not even banking could do that. He said that he "****" would be sending me an email stating what we had agreed upon. But I received an email saying what day FedEx would be to pick up the parts. I read who the sender of the email and it was ******. The supervisor I had spoken to on Friday January 21st who was supposed to have canceled my order and refunded my money. So now they're trying to scam me and keep my money. He lied about who he was and try to make as if I didn't want my money back. I **** be attaching the email and call log. Business Response /* (4000, 17, 2022/02/15) */ The customer's refund was processed on 1/25

• Initial Complaint

  01/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order a part on line from autozone.com, and I was instructed if I order it within 10 hours I will get it the next day so I ordered it on Tuesday the 11th 2022 and I was told I would receive it by Wednesday at 2022 and now it Friday 14th, I called the customer hotline for AutoZone in the instructor how sorry they was that I didn't get it and they gave me a gift card for $20 for the inconvenience on the 12th so then every telling me I will receive it the next day the 13th then the 13th came and went I call them again around 8:20 and then I did get to talk to nobody tell 9:05 I was on Whole with the operator and by time I talk to somebody they say they didn't know what was going on so they put me on hold so they can call FedEx and see what was going on they said they had delivery Problems so they say I will receive it the next day the 14th Priority mail and now I still haven't received it so I called them again on the 14th this morning trying to see if I get my money back to go buy the part again because I need my Vehicle to get back-and-forth to work I've been spending $60 a day back-and-forth to work and I gave them the opposite to let me go pick the part up From a different location or give me my money back so I can go buy the part from someone else and they say I was gonna have to wait tell I get the part and return it

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/01/21) */ Order was delayed by the shipping company. Order has since been received by customer. Consumer Response /* (3000, 7, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they advertise next day, 4 to 5 days if I knew I wasn't going to get it next day I would have went in the store somewhere to find it due to the delay I spent 60 dollars a day to get back and forth to work Business Response /* (4000, 11, 2022/02/08) */ Customer has been contacted and has received the part.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned an item to AutoZone totaling $189.63 over two months ago and they have not issued a refund to my debit card. They have kept the money, stealing from me after I returned a product, and their banking department refuses to call me back and issue a refund. I do not know who to contact to receive my refund. Fraudulent company. I have called their customer service and banking department about 10 times but they will not issue my refund and they have given no reason other than "it will be issued shortly". I am considering taking legal action

  Business response

  03/11/2022

  Business Response /* (1000, 7, 2022/02/02) */ Customer has been contacted and issue has been resolved.

*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. ↩