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Auto Zone - Rude Employees, Online Ordering a Total Joke!
Auto Parts - Complaint
Review by sgahrens2010 on 2013-01-24
Rating: 
BOISE, IDAHO -- I have purchased my last item from Auto Zone. On Tuesday, 1-22-13, I called them to see if they had a part for my F150. It was needed for an emergency repair and I had a short amount of time to pick up the part and get the vehicle to the shop. I called them on the way to the store and asked them to pull the item and have it ready, and the clerk said they would.
When I got there, however, I had to wait nearly 5 min before anyone even acknowledged I was there. 2 clerks were arguing in back, 1 was on the phone, and another was chatting with a customer. Finally, the one chatting finished his conversation and asked me what I needed. I told him a clerk had said the part would be waiting for me. He said, "Oh we never pull the parts because 90% of customers who call never show up".
I again said the clerk had promised to pull the item. He wouldn't even look for it. I had to give him all the vehicle info again, and then off he went looking for it. 5 min. later he came back saying he couldn't find it. He then asked another clerk if he had pulled the item and the clerk said, "Yes, it's right there under the counter". The 1st clerk didn't even apologize, just said, "Well, that's the 1st time he's done what he said he would do". Finally, I got out of there, but it took 20 minutes, far longer than it should have. It turns out the part was the wrong one and so we ordered the right part online.
I got an email from AutoZone stating that the order was ready for pickup. 2 days later I went to pick up the part. The same rude clerk as the first time told me that he didn't know anything about it. I showed him the email and he went off to find the part. Finally, he came back and said the part wasn't there, that they had to order it from somewhere else. I asked him why I was sent an email stating it was ready for pickup if they didn't have it. He said that was just the way the company did it so they could clear their books. I told him that was a stupid policy and it had wasted my time. He then said that the stores do not even have internet access and so are unable to check with other stores to see if they have the right parts or even to see the status of someone's order.
I told him to refund my money, I called O'Reillys and got the part from them.
When I got there, however, I had to wait nearly 5 min before anyone even acknowledged I was there. 2 clerks were arguing in back, 1 was on the phone, and another was chatting with a customer. Finally, the one chatting finished his conversation and asked me what I needed. I told him a clerk had said the part would be waiting for me. He said, "Oh we never pull the parts because 90% of customers who call never show up".
I again said the clerk had promised to pull the item. He wouldn't even look for it. I had to give him all the vehicle info again, and then off he went looking for it. 5 min. later he came back saying he couldn't find it. He then asked another clerk if he had pulled the item and the clerk said, "Yes, it's right there under the counter". The 1st clerk didn't even apologize, just said, "Well, that's the 1st time he's done what he said he would do". Finally, I got out of there, but it took 20 minutes, far longer than it should have. It turns out the part was the wrong one and so we ordered the right part online.
I got an email from AutoZone stating that the order was ready for pickup. 2 days later I went to pick up the part. The same rude clerk as the first time told me that he didn't know anything about it. I showed him the email and he went off to find the part. Finally, he came back and said the part wasn't there, that they had to order it from somewhere else. I asked him why I was sent an email stating it was ready for pickup if they didn't have it. He said that was just the way the company did it so they could clear their books. I told him that was a stupid policy and it had wasted my time. He then said that the stores do not even have internet access and so are unable to check with other stores to see if they have the right parts or even to see the status of someone's order.
I told him to refund my money, I called O'Reillys and got the part from them.
Comments:
Posted by trmn8r on 2013-01-25:
The bulk of your complaint, about the way the store personnel behave and not "pulling parts" based on phone conversations, is typical at Auto Zone. They do not pull parts - I've gone through the same routine. And many of the CSRs are quite immature.
As to the internet ordering, this is good information to know. It sounds like a fast food drive through, where they important thing is to make it look like the order is completed.
I've had good luck with Advanced Auto locating parts at another store. These places are a few clicks above shopping at WallsMart. If I needed something pronto, I'd try National Auto.
As to the internet ordering, this is good information to know. It sounds like a fast food drive through, where they important thing is to make it look like the order is completed.
I've had good luck with Advanced Auto locating parts at another store. These places are a few clicks above shopping at WallsMart. If I needed something pronto, I'd try National Auto.
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