ComplaintsforAdvance Auto Parts

• Initial Complaint

  09/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Once you sign up online and enter your email the "opt out" option gives you an error. I checked the BBB and they have a complaint identical to this going back weeks. I have checked my javas script and excepted all cookies and still no change.

  

  Business response

  10/06/2021

  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. I do apologize for the issue regarding the “opt out” button. I have manually opted you out of future communications from Advance Auto Parts. Please allow up to 14 days for this to take effect. I appreciate you bringing this to our attention.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

  09/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 22 September I purchased 16 spark plugs with URGENT shipping for a total of $219.25. My vehicle had a issue and is inoperable without the replacement of these spark plugs, which means I am unable to get to work, which is why I chose urgent shipping for $20. The (false) claim on the website was that I would receive the product within 1-2 days; there was no disclaimer for shipping delays. I trusted this claim, only to still be out of the parts I paid for and still out of my vehicle 5 days later and get nothing but dismissal and excuses from “customer service.” I paid $200 for a product, trusting this company with the urgency of need. Their false claims have left me without my vehicle for 3 work days so far. If you cannot compensate customers for loss of funds after putting trust in your word, do not make claims you cannot fulfill. Had I known shipping speed would not be honored, I’d take my business elsewhere.

  

  Business response

  09/28/2021

  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. Mr. ****** placed his online order September 22nd at 1:04 AM with expedited shipping not urgent. His order then processed and shipped out that same day at 8:58 P.M. The order was delivered September 27th at 9:15 A.M. which is 3 business days after the processing date of the 22nd. This coincides with our expedited shipping time which Ships within 1 business day, arrives in 2-3 days. Mr. ****** reached out to us regarding the shipping time frame on September 23rd while the order was still in process, where we then refunded the expedited shipping charge of $19.33. 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

  09/29/2021

  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 evidenced by the attachments, I chose urgent shipping, not expedited. Further evidenced by the shipping refund amount I received. Of note, I only received this refund after rejecting an offer for a gift card in the same amount. Shifting blame to the customer for the company’s inability to follow through is an extremely poor attempt at resolution. Furthermore, the mention of “business days” is irrelevant, as no such contingency is outlined when selecting shipping method, neither does UPS only ship or deliver on “business days.” This is pure neglect and refusal to acknowledge failure to follow through, amplified by blame shifting. My complaint remains. The company offered DELIVERY within 1-2 days, I received it 5 days later after missing 3 days of work. Lastly, even if “business days” were the stipulation, that would’ve placed my delivery on Friday the 24th at the latest, not the following Monday.  Regards, ******* ******

  

  Business response

  10/06/2021

  We appreciate the feedback from Mr. ******. However, we did adhere to the shipping policy as advised on the website under our shipping options. We apologize for the inconvenience this has caused and as a customer courtesy, we will gladly credit back 10% of the order to the card listed on the 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.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a battery with a one year warranty with store no. ***********, returned battery second time for not holding a charge.Ã?  I am tired of these batteries, refund my money and they refused to do that.Let's be clear, my R.V. know sit, without two batteries to start it. This company does not care for the rights of it's customers after taking to the home office. I wonder if it's because I am a Black man living in *** ****** ***  I am without any doubt about this. They tell me it is my fault that I had to return the battery twice for not holding a charge. Little do they know that I am not dumb. Return my money. After this you will never have me as a customer.

  

  Business response

  09/29/2021

  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.On 9/14/21 Mr. ****** reached out to our Ecommerce Department and advised that his two 1 year replacement batteries were defective. We reached out to the manager on duty for the store who stated that this is not the first time the customer has stated this, however manager on duty states that the batteries both just needed charged, and they tested good. Mr. ****** reached back out to us on 9/15/21 regarding this issue again. Our Care team sent an Opportunity to get a call back setup from Field Leadership. General Manager ***** of store **** replied to our concern stating he has swapped the batteries on 4/4/21, 5/17/21, and again on 7/16/21. GM ***** states that his store charges them and he brings them back with no charge again.  These are 1 year replacement batteries. GM ***** states that store **** tested them on 9/11/21 and on 9/16/21 and the batteries are good. For this reason, at this time we would be unable to refund the battery purchases, however, if Mr. ****** is able to provide documentation from a licensed mechanic which states that both batteries are defective, and not just needing a charge, then Advance Auto Parts would be happy to refund the battery purchases at that 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

  09/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They pulled a scam they have done a few times ordered online, got there they put wrong product in bag. When they are told this is not what was ordered, they charge you full price on the same product. Bought for 21.98 on line and ha to reorder the SAME product in store for 42,89. When they were SHOWN they messed up, They refused to give up receipts, they kick you out of the store along with racial comments, cracker and more as your leaving. So they steal from you, mark up of 110% to a procduct you already paid for, rack up sales records for better pay with more income for the store and since its a all black store they think its okay to yell racial white slurs. They refunded the original 21.98 so they could charge 42.82 for the SAME product.

  

  Business response

  09/19/2021

  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 Field Leadership team has reached out to Mr. ******* several times to speak about his in store experiences and have been unsuccessful.  In locating the purchase history online and in store, the Washer Pumps Mr. ******* is referring to, are two different part numbers and manufacturers. Therefore, there is a price difference in store than the one online purchase he initially made.  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

  09/20/2021

  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. They called one time only leaving a message why they were right, what was the pointFACTS: The part I ordered online was NOT the part they gave me. The part i had to pay more for was the SAME PART NUMBER I GOT THE 2ND TIME that i ordered on the original purchase on lineThis is why i believe an investigation needs to be done. I believe this is a scam to up the sales records of the store. This is the 5-6th time it has happened to me alone, I am SURE their are others How can i be wrong when i got the same part number i ordered the 2nd time, Had they done it right in the first place we would not have had issues and i would not have had 20+ bucks scammed from me again     Regards, ****** *******

  

  Business response

  09/21/2021

  We appreciate the feedback regarding the store. We will have this information passed on to the proper team. However, when looking at the part number ordered online to the in-store purchase, they were both different part numbers. We certainly do appreciate your business and the feed back provided.  We would like to extend a Gift Card in the amount of $50 for your inconvenience. This can be used online or in-store for purchases at any of our Advance Auto Parts or Carquest stores.  We will send this to the address listed in the complaint. 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

  09/21/2021

  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. Regards, ****** ******* The part # i order was the 2 outlet washer on line. It was the right one for me car. See this is what i am talking about. Really pls pay attention. They refused to give me the receipt for the pump ordered in the store. You bet they gave another pump, It was a better pump and different maker from the one i ordered.   THAT IS THE SCAM TO A T 21.98 to 42.58 same pump different maker. Think of it, you give me an answer like this, they are covered and get the extra money for it, therefore raising the sales records for the store. What do you do to stores that have excellent records? I am not sure but it favors the store in Corp. eyes. Thank you for the 50 offer, unfortunately you have lost my business and sure will not let anyone else use it. I wonder how Cooperate would feel if one of their stores was doing that. It happened to me 5-6xs over a period. Bet i am not the only one they did it too. Easily checked and just might be worth the look. 

  

  Business response

  09/29/2021

  We appreciate the feedback regarding your in-store experience. We will send this to the Field Leadership team for further investigation. 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

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 8.29.21, 9:58am, $15.14, Automobile replacement headlight - Halogen (1 EA S 5080703). The headlight did not fit the car. I compared it with the opposite head light and observed that it had a red ring around the bulb. But, Advances bulb had a yellow ring around the top. I advised the employee of my findings and told him the bulb could not be entered into the designated hole. He verified that he had pulled the correct part out of the stock room, by the number on the package. The employee came out and tried to force the bulb into the hole, but it would not fit. Therefore, I requested a refund or credit on my credit card. I was told their refund policy did not allow for refunds on open merchandise. I went down to ********** and was able to purchase the correct part, with the red ring around it. I advised ******** at ************* that I had no control of the bulb selected for me OR how it was labeled. But, if ********** had the correct part, than it existed.

  

  Business response

  09/08/2021

  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 you were sold the incorrect bulbs for your vehicle. We have processed a check in the amount of $15.14.  This will be sent to the address listed in the complaint. 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

  09/08/2021

  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

  09/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 2 calipers for a vehicle and paid the $30 core charge each (total of $60). When i returned the cores i was told i could not get my core charges back without providing my driver license for them to put electronically on file. This is 100% in violation of my privacy when they clearly had my billing/mailing info in the system. An no time is it ok for a buisness to require your driver's license to return something when they already have proof you purchased on file.

  

  Business response

  09/08/2021

  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 the inconvenience this has caused you. The stores ask for identification to also make sure that it is the customer who made the purchase on the cores that is returning them for proper credit. We appreciate the feedback. 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

  09/08/2021

  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. Regards, ****** *****

• Initial Complaint

  09/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  transaction was August 9th at 6:45 p.m. was sold a shock that looked to be used and was told that it had been on the shelf for a while. once I got home realized they sold me the wrong side of the shock. when I went to return the shock they told me that the shock was used and there is no way that they would have sold me that shock. advance Auto then kept the shock as well as my money. made a complaint with corporate heard from district manager have not had a call back. I feel like the stole money from me and companies should not be allowed to do this.

  

  Business response

  09/07/2021

  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 Field Leadership team has reached out to Mr. ***** to assist in the refund process for the part purchased.  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

  08/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/22/2021 I ordered a starter and a spark plugs for my vehicle and had it shipped to my house using this company's app. On 8/26/2021, I finally received the spark plugs, I never received the starter and they sent a part I did not order. I keep calling and speaking to customer service, but they will not ship the starter. I need the starter to return so that I can get a battery. They refuse to correct their mistake and they need to issue a refund for the starter.

  

  Business response

  08/31/2021

  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 the inconvenience this has caused the customer. We have done a new shipment for the starter. It has been sent with UPS tracking ******************. The delivery is expected to arrive Tuesday 8/31/2021. 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. ↩