ComplaintsforAdvance Auto Parts

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our family purchased parts from Advanced in April or March. The vehicle ended up being a lemon that someone sold us. We have been able to return all the parts that we bought from **********, ********, and ****** Auto Parts without any issue. The management spoke with us directly heard our situation and refunded us our money in full without issue. Despite any return policies, because we were not able to use the parts and they were completely unopened. Advanced has given us nothing but trouble. We have called at least twice to get a call back from upper management and 2 weeks later still nothing. The store manager ***** keeps insisting they will only allow in store credit due to their 45 day return policy and she is not willing to override that, despite her ability to do so and these parts are still wrapped in the manufacturers plastic and sealed boxes. They can LITERALLY be placed right back on the shelf. We have absolutely no use for these parts, and unfortunately now need the money more than 500+ in in store credit for a parts store that can't even be bothered with customer satisfaction WHATSOEVER. I am appalled by their service and treatment. Their disregard for their customers has indefinitely insured we will not be returning customers and will warn others to stay away. At this point I am leaving this complaint because our family IS STILL waiting to speak with someone in regards to having our money refunded like the store associate and 1st representative claimed we could get. Our family is close in the automotive industry, with shops, and mechanics, we are well aware of where the parts come from and the process after returns.. Not a dime will leave the companies pocket to return unused, unopened products that will be sold or returned and reimbursed. We are beyond frustrated. Over $500 is enough for a civil suit, and at this point we are looking at taking that route.

  

  Business response

  07/08/2024

  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. District Manager ***** has attempted to contact Ms. ****** and left a voice mail. The store advised that they offered to assist with the return however Ms. ****** did not have a receipt and was unwilling to provide an ID for the store to process a non-receipt return. District manager ***** is willing to override the 45 day policy if Ms. ****** provides the receipt or an ID so the return can be processed. 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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased, what was supposed to be, a new alternator for a 2012 Acura MDX. I didn’t want a remanufactured one because, I personally don’t trust remanufactured electronics. After installing the alternator, my cars electrical system was in complete failure. I called the store to ask if they could bench test the alternator, but they said they couldn’t, there machine was down. I called 6 different locations, until I finally found a competitor that could bench test the unit. The results of the bench test were shocking, the machine said the unit was untestable!  The clerk had never seen this. So I called the ********* store where I bought the unit and spoke to a gentlemen named  ****. He told me the store didn’t have any more new units, but he could give me my money back or find another store that possibly had one.  He was able to locate a store 24 miles away in *** ***** **, They had a new unit, and would be able to bench test the unit I had purchased.  When I brought the unit into the store for bench testing, the clerk told me the unit I had, was a remanufactured unit, he could tell by the number printed on it. He proceeded to bench test the unit and got the same results as the previous bench test, untestable!  I explained the situation to him, how I just bought this unit in the morning, installed it, uninstalled it, bench tested it and the results from the previous bench test.  He said he would exchange the unit for a new one and it would be an equal swap.  I had already spent 3 hrs taking the old unit out, installing the new one, and then removing the defective unit, only to do it all over again. This should have never happened buying a new unit, let alone, a unit from a franchise as big as yours. I could have saved myself 2 hrs, if your stores had working bench testers and was able to test the unit I purchased.  I am not happy I was charged for a new unit and was given a remanufactured one, the deception alone, is something you should be concerned about.

  

  Business response

  07/08/2024

  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 Part apologizes for the Alternator being the incorrect one. We have escalated this to the field team for Store #**** *********** and Mr. **** should receive a call about this 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.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order a same day delivery part. Received an email confirming the delivery between 11-8. Order was never delivered. When I called to ask about this order the representative canceled the order and stated I needed to reorder the part to have it delivered today.

  

  Business response

  07/06/2024

  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 sincerely apologizes for the inconvenience Mr. ******* has experienced with placing a Same Day Delivery order with us. His order was stuck in a 'payment review' status, where unfortunately we had no other option but to cancel as it was not coming out of that review status on its own and would have never been processed to the store. We would be happy to issue Mr. ******* a $40 Speed Perks coupon for the inconvenience which he should receive in an email.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

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a custom hood protector.I saw I made a mistake so I called them and messaged them. The phone call was great,I was told that I am getting a full refund as I did get back to them before the 45 minutes as they stated.I was also told that I was going to refund my money.But I called them today if they were not lying,But they did.I chatted with a person about the information he was rude, his name is ********. This should never had happened to a customer.The order number is *********.

  

  Business response

  07/05/2024

  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.Advance Auto Parts apologizes for the misinformation that Mr. ***** received from one of our Team Members. I have checked the order and see that it was canceled today at 12:27 pm Eastern Time after we received confirmation from the vendor that they processed the cancellation. The authorization hold for the $81.60 will fall from Mr. ******* account. It was reversed when the order was canceled. 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

  07/08/2024

  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

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this product for my vehicle and before I left the establishment, I ask the employee to verify that the part was a match for my vehicle. When I opened the package it was not the right part. The item was never installed on vehicle and when I tried to return part I was told by store employee that I could not be issued a refund because the package had been opened. I should be issued refund because I asked the employee to verify it was the right part before I left establishment.

  

  Business response

  07/02/2024

  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 sincerely apologizes for the inconvenience Mr. ******** has experienced with being provided the incorrect part and denied a return. We have escalated this matter to the field leadership of the store, who should be calling Mr. ******** within 24 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.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered some auto parts online on 05/03/24. Order number: *********. I never received the two back rotors. I have been calling in and going to stores to see if they could help with no luck. I asked for a supervisor on one call and someone named ****** said that he was going to investigate and reach out to some back technical department to take care of the issue. He never reached back out. They always tell me they’re going to document it whenever I call, but they never see any notes. I have been patiently waiting for a resolution and no one is helping. I am just getting the run around as if they are just expecting me to just say forget it and go about my way.

  

  Business response

  07/05/2024

  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. Ms. ****** called us July 2nd stating she did not receive part of her online order ********* placed May 3, 2024. We have not had any correspondence with Ms. ****** prior to our July 2nd phone call. As with all orders, we must submit a *** claim for a package when the customer states it was not delivered.  We have submitted a *** claim for the 2 missing rotors and *** has advised the package was delivered. We have the weight of the package at 56 lbs which corresponds with all 4 rotors the customer ordered. *** has provided proof of the delivery and we have attached the photos of this delivery to this complaint. The *** claim came back as verification of the delivery of the order. Therefore, we are unable to issue a refund for this order. 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

  07/05/2024

  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.i have audio from *** the *** delivery driver coming back to my house confronting me about the package that they claimed was delivered. He was acting in a threatening, aggressive manner, with an attitude and I feared for my safety. He should not have been told to come tomy house to confront me which is what he said he was told to do. I have a second audio of the so called *** supervisor that is his close friend that lied when she got on the phone and said her name was ******* when in his audio I heard him say Mrs *****. I have filed a complaint with the corporate office of *** and am considering filing a lawsuit after the situation. The audio I have you can hear the girl *****/******* say very clearly”well I’m just going to tell them you got all of the delivery” when she got an attitude because I asked why was the *** delivery driver at my house confronting me about a complaint I submitted with Advance Auto Parts. Further more, 07/02/24 is not the only time I contacted Advance Auto parts. I called in several times as well as went into a location to see if they could see something different. I have ordered more than a thousand dollars worth of products from advance auto parts. I have no reason to lie about something I did not receive. All he did was take a picture of the package on the porch that does not mean it was not taken afterwards. I would like for someone to contact me so that I can send them the audio recording of both him and her lying and he lied to her right in front of my face and I had to correct it. He though being intimidating aggressive and threatening was going to make me say I received the package. She also lied on the second recording.  Regards, ******* ******

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To the CEO I Ms ******* is currently present at advance auto on **** ** ******* ** ******* ******** *****  Found oil on line says 2.00$ pennzoil oil showed it to the manager & he told me I was lying so he checked on his phone & seen the same price but refused to honor price. Very rude & discrimination towards customers. They refused to take back this lady air freeon can as well. Told her she brought it yesterday & that they couldn’t take it back. They want & doesn’t have public restrooms

  

  Business response

  06/29/2024

  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.Advance Auto Parts sincerely apologizes for the inconvenience Ms. ******* has experienced in-store while trying to purchase oil. We have escalated this matter to the field leadership of the store, who should be giving Ms. ******* a call within 24 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.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Regarding the status of my refund and claim: My order, under the name ****** ****** and order number *********, was charged $112 instead of $75. It has been over 48 hours since I submitted the claim, but I have not received any updates. This delay is frustrating as I was assured a status update within 24-48 hours. Upon contacting ********, I was informed that the store needs to resolve this issue by either sending a replacement or issuing a refund, and ******** cannot assist further. This is beyond ridiculous and unfair how you all are handling this situation and basically saying to me as a company you all do not care because not once was I offered a replacement or a refund at all and you all just state I have to wait 24-48hrs at which has been past that time frame . ******** is not going to respond in a timely manner as I have read constant complaints and reviews by other customers with the same issue. I get a run around and now they are saying that they are unable to help and I would have to get the authorities involved for this issue. The order was delivered to the wrong home at which I said a million times. Beyond ridiculous how they take no action . Customer service I received was not okay I was not asked if I would like a refund or replacement for this inconvenience not once and all they did was say they are unable to solve this issue . I want a refund .

  

  Business response

  07/01/2024

  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. It is our policy to submit a **** **** claim for any order that a customer states they did not receive. **** **** then investigates and advises whether or not they can confirm their driver successful delivered the package and either approve or deny the claim. In this case **** **** denied the claim advising the delivery was successful to the listed address. When a claim is denied and **** **** provides proof of delivery the claim is closed on our end as well.  At this time we can not assist the customer. She is welcome to dispute **** ****** finding with **** **** at this time.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

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a product that had a mail in rebate. I received the gift card that wouldn't activate. I called the corporate office for assistance and the rep couldn't get card activated. Advance Auto Parts rep then issued me an email with a barcode and numbers for store to provide me with a $15 dollar discount that did not work. I then called corporate number for assistance both parties were on the phone trying to process the coupon but did not work. I went to other stores after each time the corporate office issuance of new barcodes.

  

  Business response

  06/25/2024

  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.Advance Auto Parts sincerely apologizes for the inconvenience Mr. ********** has experienced when trying to redeem his Advance Auto Parts rebate gift card. We have issued a new e-gift card to Mr. ********** via his email **************************, which he should receive in the next few minutes. We have also issued another $20 Speed Perks coupon for Mr. ********** to use in-store or online.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

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a Innova scanner that said it can do abs bleeding no employee told me that it was "non refundable" it didn't work on my car even though the Innova and Advanced website said it will. Went to advanced 2 days later and they told me its non refundable. I would say it is false advertisement at its finest don't advertise a feature if it doesn't work. I would like to be refunded for this scanner. -Here's a link to the product- ***********************************************************************************************************************Here's the address for the store since it doesn't show up on BBB

  

  Business response

  06/25/2024

  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. Advance Auto Parts return policy on electronic items is that they are non-returnable. There is signage at the store to see our website or ask a store team member for details on the return policy. Mr. ******* had reached out to the Advance Auto Part support center, and this was escalated to the store leadership team. Our District manager ******* attempted to reach out to Mr. *******, but the call went straight to voice mail. General Manager ***** offered to exchange the scanner for him while he was in the store, and he declined.  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. ↩