Complaints
This profile includes complaints for Advance Auto Parts's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 394 total complaints in the last 3 years.
- 161 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/18/2025
Type: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 placed an order for same day delivery (ordered prior to 7pm per company website for same day delivery and paid extra for that service). Not only did I not receive the order on the same day, I never received the order at all! I called the store and they were of no help so I am turning to you. Now I have to go into the store and spend more money to make my purchase. I am a senior citizen on a fixed income and must watch my pennies. Please help me and thank you for reading.
Business Response
Date: 04/19/2025
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 located the customer's order and have cancelled the order in our system. Any authorization holds the customer may see will come off the account within 24-48 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 Answer
Date: 04/19/2025
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.Thank you for your assistance in this matter. I am grateful! Regards, ****** *******Initial Complaint
Date:04/18/2025
Type: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 purchased these batteries in good faith on 12/17/2024. The store closing was a management decision. (Nothing to do with me). I was a loyal customer for over 10 years ) The manager of the store (friend) clearly told me the batteries were under warranty for one year. The enclosed receipt "clearly" shows the batteries were warranteed until 12/17/2025. I called customer service , took it up to a supervisor and was told , "too bad, we closed that store" all sales final. Wrong, I asked the manager and the receipt clearly states. I am asking for a full refund or a store credit I can use for an online purchase. That is fair !Business Response
Date: 04/18/2025
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 understands the frustration with our customers of the stores that have closed in their areas. All sales from closing stores, have printed at the top of all receipts, “All Sales Final”. The batteries were sold at a discounted rate. Advance Auto Parts could not remove the warranty information off the receipts, as these items are still full price on our website and other stores that are still open. All items sold at our closing stores do not have warranties with them. We have this printed on our website as well. We have included this link: ********************************************************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
Date:04/16/2025
Type: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.
2/23/25 purchased battery from Advance Auto. It did not fit in my car. I told them put my old battery back in the car. It took 1/2 hr to get it out and 1/2 hr to put it back in. They had to call 2 off-duty managers to come to work to figure out why the car would not start. I was at Advance for 4 hours and then had to have the car towed to a repair shop. The shop informed me my cables to the battery had been damaged. I had to replace the cables, bought the battery, pay for labor, and pay for Uber to work since car was overnight at shop. The manager at Advance told me to wait six weeks before a check could be sent to me. ******, the manager, had no issue with the refund of $297.00 that I was asking for in reimbursement. At 6 weeks, which was 4/4/25 I called the manager, and she told me the home office was still working on it. I called again on 4/15 and was told the same thing. It does not take 7 weeks to cut a check. I have attached receipts for the tow, Uber and car repair shop.Business Response
Date: 04/17/2025
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. Local field leadership has contacted Ms. ****** regarding the issue with the battery install. We have submitted a check request to reimburse Ms. ****** for her trouble. The agreed amount is for $297.00. This check will be sent to store 1995 once processed for Ms. ****** to pick up. 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 Answer
Date: 04/28/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Advance Auto contacted me and they informed me I would be notified when a check would be available. I picked up the check on April 24. Thank you for your assistance with my issue. It has been resolved and I am satisfied.Initial Complaint
Date:04/14/2025
Type: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.
Bought a set of rotors from them and decided I didn’t need them but the problem is I lost my receipt and can’t remember the phone number I used for the purchase. They refuse to return them unless I remember the phone number. Literally just wanted to return them for in store credit to buy something else.Business Response
Date: 04/16/2025
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 apologizes for the inconvenience. The purchase was unable to be located with the information provided. Please provide the store information, the date of purchase, any phone numbers the purchase could have been made under, and the part number(s). This will be looked into further. Please keep in mind that refunds are handled at a store level. Our policy does state, "Returns and exchanges may be limited at any time for any reason." Here is a link to our return 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 Answer
Date: 04/17/2025
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 was in ************ **** ** ********* **** and I don’t remember the date for them I went to the store but they can’t find it under my old or new number. Regards, ***** ******Business Response
Date: 04/22/2025
Advance apologizes for the inconvenience. The purchase was unable to be located with the information provided. Unfortunately, since we can not locate the proof of purchase, we can not override the store's decision to deny the return. Here is the link to our return 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 Answer
Date: 04/28/2025
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. ************ is my old number, which I used for everything, so I highly doubt it would be under ************, but you can try. This all could have been avoided by just taking my items back. I wouldn’t have to waste my time on something so simple.Business Response
Date: 04/28/2025
Advance apologizes for the inconvenience. The purchase was unable to be located with the information provided. The purchase was looked up using both phone numbers, the customer's name, and the email address linked to the BBB. Unfortunately, since we can not locate the proof of purchase, we can not override the store's decision to deny the return. Here is the link to our return 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.Initial Complaint
Date:04/13/2025
Type: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 on the phone with the gentleman to make sure i ordered the part right we'll of course the gentleman screwed up and sold wrong part then I had to reorder another part they had one sent from another store and it was broke they had to get another one and it was also broke they refunded the money for the pat and i had to order another part from **** **** this company coast me 200 dollars my mechanic charged me ever time he took off the part and I think that that was ridiculous I was on the phone for 25 mints with the man helping me order the right part come to find out ot was the wrong part then they sold use 2 broke parts that was ridiculous that's 200 I didn't have i am disabled 2 parts to be broke that's not right I have been taken advantage of from advance auto 1 part broke but 2 and was on the phone with them man who helped me order and he ordered the wrong part that 200 that I dodnt have my mechanic ***** **** and advance has the prof part was ordered 3/28/25 and taken back 3 timesBusiness Response
Date: 04/14/2025
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. If this customer is seeking labor reimbursement we will need the following information. • Original install bill ( Company Letter head from the Mechanic) Cannot be handwritten. • Proof of Purchase for the replacement part or proof of the exchange. • Repair bill or estimate of repair, it not already fixed. 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
Date:04/13/2025
Type: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 completed an online transaction with a gift card amount of $400. Once II completed an online transaction with a gift card no amount of $400. Once I try to complete the transactions, the funds were removed from my gift card but I am being told that the transaction did not process. I have paid a mechanic to come out and service my vehicle as well as making the necessary provisions to make sure I’m able to get the kids to school and work through the duration of the week. I spoke with a supervisor by the name of ***, but she refused to give me a last name, to help get understanding as to why I was not able to process my transaction nor get my refund on the gift card the same day. This has been a very very huge inconvenience. I have spent over $1000 on today and I am not able to get my parts because of a systematic error on advance auto parts end. I do not have $400 to spend again because of a systematic error. The reps that I spoke with seem very unconcerned and did not make any effort to provide any assistance on getting this situation figured out. I am very displeased with this and this has put me in a very bad situation due to a systematic error on your end.Business Response
Date: 04/14/2025
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 any inconvenience we were experiencing technical difficulties at the time this order was attempted. We have returned the funds to the GC 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 Answer
Date: 04/14/2025
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 no longer have the need for a GC from advance. I had to pay out of pocket for the transaction. I would like a cash refund as I had to spend cash for the purchase on yesterday. This was extremely frustrating and disappointing. Regards, ****** ******Business Response
Date: 04/16/2025
The online order does provide front and rear on the part discerption as well as the Advance Auto Parts website. Order number ********* part ******* for the rear brake pads has been processed for a refund as an onetime courtesy. In the future Advance Auto Parts will follow the return policy and not be able to process a refund if the parts are opened.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
Date:04/11/2025
Type: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 purchased front and back brake pads as my breaks were starting to squeak. Made the order online and picked up in store. Upon my brother arriving I was told only my front needed to be replaced. So a couple days later I went into the store that I purchased from to return the rear breaks. I was denied a return due to the product being opened but nowhere on either boz does it state front or rear so clearly we had to open the product to see which is which. I called the 1800 number to try and trouble shoot this problem to no avail I just want my money back for the unused brake pads as I’m currently in the works of selling this car and having Honda brake pads would be pointlessBusiness Response
Date: 04/11/2025
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. The return policy states that items must be returned in new condition. The store team advised that the brakes were missing pins when Ms. ****** attempted to return them. To see the full return policy please visit ******************************************** Advance Auto Parts cannot accept this return with pieces missing. 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 Answer
Date: 04/11/2025
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. as pictured no pins are missing on these brake pads. I have been a loyal customer to this location and business since moving to the area 5 years ago and I will no longer be a customer Regards, ********* ******Business Response
Date: 04/16/2025
The online order does provide front and rear on the part discerption as well as the Advance Auto Parts website. Order number ********* part ******* for the rear brake pads has been processed for a refund as an onetime courtesy. In the future Advance Auto Parts will follow the return policy and not be able to process a refund if the parts are opened.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
Date:04/09/2025
Type: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 the battery jump starter on 4/7 charged it overnight and does not work. Store refused to exchange or refund.Business Response
Date: 04/09/2025
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 apologise for any confusion with this issue. Electrical items are seen as nonreturnable in most cases. However, they are supposed ot be available for exchange if they are defective. We have reached out to our store team and they will be reaching out to the customer to resolve this issue shortly.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 Answer
Date: 04/10/2025
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. The complaint has been resolved, the business has accepted my return and issued a refund. Regards, ***** *******Initial Complaint
Date:04/07/2025
Type: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.
0n 09/26/2013 I purchased a radiator from Advance Auto Parts. I got a Ready-Rad Radiator (p/n ******) with a limited lifetime warranty. In 2023, after 10 years, the Ready-Rad radiator started leaking. I contacted my local Advance Auto Parts store, and on 09/24/23 they provided me with a Carquest replacement radiator (p/n ******) limited lifetime warranty. The Ready-Rad radiator that I originally had purchased was no longer available from Advance Auto Parts. In 2024, after only 9 months, the Carquest replacement radiator started leaking. I contacted my local Advance Auto Parts store again, and on 07/16/24 they provided me with a 2nd limited lifetime warranty Carquest replacement radiator (p/n ******). In 2025, just 8 months later, the 2nd Carquest replacement radiator started leaking. I contacted my local Advance Auto Parts store, and they said that since they had replaced the radiator twice before, and they would no longer replace it. I asked about the lifetime warranty. I told them that auto parts with lifetime warranties are supposed to warranted to the original vehicle owner/part purchaser for a lifetime or until the owner no longer owns the vehicle. The Advance Auto Parts customer service representative said they would not replace the radiator and would not refund the $251.99 cost for my current leaking radiator. Apparently, Advance Auto Parts no longer adheres to their own stated “lifetime warranty.” Both defective Carquest radiators leaked at the same spot. Being a retired, 30+ years, Automotive Design/Release Engineer, I am sure that these Carquest radiators are not designed and/or manufactured correctly. I would bet that Advance Auto Parts resourced their (p/n ******) radiators to a very low-cost Chinese suppler with no concern about the supplier’s design and manufacturing capabilities. I attached copies of all my radiator receipts, and the Advance Auto Parts Limited Warranty Policy.Business Response
Date: 04/07/2025
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 sorry to hear that Mr. ****** is having trouble with the radiator. The Limited lifetime warranty is for the life of the part not the vehicle. Attached is a screen shot from the website with this statement highlighted. The average life of a car radiator is 8-10 years. With the original purchase being in 2013 the radiator would have no longer been under warranty when exchanged in 2023 and 2024. Advance Auto Parts can offer a $75 dollar gift card for the inconveniences but will not be able to warranty or refund the radiator. The gift card can be mailed to Mr. ******** home or sent via 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
Date:04/06/2025
Type: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 3/22 I purchased a coolant temperature sensor online for store pickup in ********** ** ***** ********* ***. After researching the repair further I decided to take my vehicle to a professional instead. On 4/6/25 I attempted to return the item to the store. They told me this item was non-returnable per their policy. The problem is at no point does the site identify this item as non-returnable. No mention of the exclusion of typical return policies on the product page or checkout. I certainly would not have purchased it if it was reasonably communicated the product would not be allowed for a return.Business Response
Date: 04/07/2025
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. The item the customer purchased is concidered non-returnable per our return policy that can be found on our website. As a courtesy we have refunded the online order the customer placed. 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 Answer
Date: 04/07/2025
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.While a refund was my goal and what I received, I believe Advanced did not address the underlying issue that caused this disagreement. Their response was that the item's status was mentioned in their return policy. While this is true, it is unreasonable to expect a customer to check the return policy for an assumed returnable part (if not used). Advanced Auto should inform the customer as they browse the product and especially after they add the item to their cart with a clear purchase intent. Won't be an issue for me -- as I will choose other auto parts stores in the future. Regards, ***** *******
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