Advance Auto Parts

I had a great experience here today! I went in to buy a new headlight because mine was out. I wasn’t sure how to install it myself, so Mauricio came outside with me to help. When the light still didn’t come on after being installed, he took it upon himself to find the fuse that needed to be replaced, and then helped me replace it! I always get nervous when dealing with car issues, but Mauricio made the process quick and easy. Thank you so much, Mauricio!

First of all, it is worth saying that Steve, who works there, deserves 5 stars. But everything else about the two times I have been here was absolutely terrible, and for the first time, I wish it were possible to give zero stars. With the exception of Steve, I had a terrible time getting someone to help me find the right bulbs for my brake lights the first time and my high/​low beams the second time. Apparently it is company policy that employees are not allowed to help you install even simple purchases on your car. Brake lights are pretty simple, but my car has a particularly odd setup so I spent about twenty minutes fiddling with it, which was not a huge deal, but they weren’t particularly busy and eventually it was another customer who offered to help me. On the second occasion, I went into Advance because I was unsuccessful on my own in removing the bad headlight bulbs. Steve kindly went out of his way to help me find the right bulbs and to help me replace them. As it turns out, my car has particularly complex headlight fixtures and he graciously spent about 45 minutes helping me (which is how long it took given the complex set up), during which his manager came out to hover over him and to subtly scolded him twice. After spending $ 70 in bulbs, I really would have expected better customer service from the management. After helping me a little longer, I completely understood that Steve had to return inside and I had to try to figure out the rest of the headlight installation myself. Though they were not busy in the store at all, I stood out in the parking lot alone for more than an hour in notable heat fiddling with the headlight and not once did the manager (who must have known I was still out there) or any other staff offer to help me. I spent $ 70 and two hours of my life on what should have been the reasonably simple task of replacing my headlights. Until they offer better customer service at the management level, I will definitely not be giving them my business.

Went in for what I thought was a quick and simple trip to take advantage of one of their oil change deals (5 qts + filter). Found they only had four quarts of the oil on special in what I needed. So I went to ask them to check their inventory, thinking that worst case, they could sub out a single quart of a comparable style like most stores would. I ended up working with three different people for over twenty minutes and leaving unsatisfied and empty handed. First the new employee couldnt find it in stock, so then a senior employee got on the phone with a store 10 miles away to check inventory there, while I asked him what good that would do me since i was standing in their store? This took a while, and was completely pointless because I wasnt going to wait around for a delivery or drive to another store for a single quart of oil! Next, the manager came over. By now its going on twenty minutes, and she explains to me that they can’t sub in a single quart like for like to complete the sale, they wouldnt be able to honor the sale price, and that they could place an order for a single quart for me. Give me a break!
How about some common sense and customer satisfaction? A big part of my growing frustration was the length of time it was taking to accomplish a relatively simple transaction. Had they said sorry, and quickly suggested another deal and helped track that down, i would have been happy (enough). Finally I just left, empty handed, suggesting that this was ridiculous and any other store advertising a sale would typically swap out for a similar item, its customer service/​retail 101. Last time I shop at Advanced Auto, they need some serious attention to their inventory and to their policies.
P

Great selection and prices. This place really stands behind what it sells, as well. When I had a problem with a faulty part, they bent over backwards to make me happy. They followed up every time. Highly recommended.