Well, this is one of the many incidents with the manager at this store and I had previously decided never to shop there again, but I gave them the benefit of the doubt. I went in there today. Basically, I needed a pulley and rather than tell me up front they don't sell them, the manager pretty much called me stupid for not keeping the one off my core, which was the type I needed to change. Anyway, so this had nothing to do with what I needed anyways. I have got nothing but rude comments and disrespect toward me and my mother. All I have to say is drive the few more miles to somewhere else. Thank you.
Consumer Complaints & Reviews
I was injured while shopping at O' Reilly's Auto Parts store, by a small razor sharp price display, that was sticking out 8-10 inches into the aisle. The sign was made of metal and clear plastic, approximately 2x3 inches in size, and placed at about 3.5-4 ft. high. The display was placed just a few steps inside of the store entryway, of the main front check stands. As I walked in the doorway, my left forearm made contact with the display that was sticking out in the aisle. As I looked down to see what had happened, I could see that my forearm sustained a four inch laceration, and was bleeding. I then yelled out to the attendant at the check stand that I just got cut by your display sticking out in the aisle.
The attendant, tried to ignore me, and acted as if nothing had happened, and continued to wait on her customers in line. I finally "demanded" that someone help me. Once the attendant saw what had caused my injury, she raced over to take the sign down. I stopped her from doing so, long enough to take multiple pictures using my cellphone. The attendant was more concerned about her customers in line, than my injury. I then had to beg for help, as no one, including the manager, was willing to help me. All they could say was, "oh well, things like that happen". After nearly 45 minutes of waiting, while bleeding right in front of them, the manager finally spoke with me, and told me the reason it took him so long to get to me was because, he was on the phone with their risk management department, trying to figure out their legal risk.
I asked for a copy of the accident report, and was told they do not have to give me one. I asked if they could give me the number of their insurance carrier, so I could file a claim. I was told that I was on my own, and to go get medical treatment, if I thought it was necessary. The cut was not deep enough to require stitches, but was very painful, and slow healing. After the scab came off, the injury resulted in a four inch permanent scar on my left forearm. In order to hide the scar, I now have to wear long sleeve shirts to cover it up. I do not have the ability to afford the skin treatment, costing around $4,000, and only removes the redness of the scar, which means, I'm stuck with a permanent scar.
The cost for wearing long sleeve work shirts for the remainder of my working career, is around $9,400. The skin treatment, plus the long sleeve shirts total $13,400. For my pain and suffering, I requested three times the remedies, totaling $40,200.00. I told them I would a sign release of liability. Their mediator agent said she was authorized to offer me $300. The four inch permanent will be worn by me, for the rest of my life.
On 4/11/2011, I purchased cylinder heads for a 1983 Chevy 4x4 1/2 ton K10 P/U with a 12 month or 12,000-mile limited warranty. One of the cylinder heads was defective. The parts were installed onto the engine shortly after the time of purchase. We tried to figure out why the exhaust manifold was not compatible (the bolts not lining up into the cylinder head) with the new purchase cylinder head. On 8/15/2011, I took the issue to an ASE certified mechanic. At that point, I was instructed to take the issue up with the store that sold me the cylinder heads that are not the correct ones.
On 8/15/2011, I contacted corporate. I was further instructed by corporate to first start with the store that sold me the defective parts. So, on 8/17/2011, I contacted Tony who is the supervisor for O'Reilly. I had asked for a refund due to my dissatisfaction on the defective part. At that point, Tony told me that all that could be done was an exchange, because the limited warranty policy does not allow refunds. I was not in agreement with the exchange due to the simple fact that I am in need of replacing my engine. It was because of the installment of the defective cylinder head sold to me by O'Reilly/Auto Parts store. At this point, Tony told me that he needed to contact his district manager to find out how to handle the situation at hand. And he told me that he would call me back when he heard from his district manager.
I had to be persistent about pursuing this issue. I called the manager Tony back after several hours that had passed. I then talked with Tony who told me that his district manager had called him back. I was told by Tony that the district manager told me that "I had nothing coming, not even an exchange for the defective part, and to do what I had to do". I informed Tony that in business, the customer is always right. Tony said that "not at O'Reilly's". But on the back of all receipts, it says that "customer satisfaction is our top priority". I asked Tony for the district manager's phone number to confirm that this conversation transpired. Tony told me that he could not give me the number and he had to ask the district manager first.
After this conversation on 8/17/2011 with Tony, I called corporate. I spoke with Chuck and explained my situation. And I repeated the conversation that me and Tony had. I was informed by Chuck that he would look into this issue to see how they would handle this situation. He said that he needed to make some phone calls and would get back to me. On 8/18/2011, I called Chuck to check the status of my complaint. At that point, Chuck said that he was still in waiting for the district manager to call him back. He said that he would get back to me.
On 8/22/2011, I called corporate and left a message for Chuck to call back. Chuck never returned the phone call. On 8/23/2011, I called corporate and left another message for Chuck. Shortly after that, he returned my phone call. He had asked me if the district manager gave me a call. I told him no. He further explained that he had talked with the district manager. At the most, they were willing to do an exchange for the defective part. I did not accept this offer, because on 8/17/2011, "Tony explained to me that I had nothing coming, not even an exchange". I felt that the limited warranty policy contract had been breached by Tony's statement. And I felt that this entitled me to a full refund and being accommodated for this mishap, which caused me my time and troubles.
On 8/23/2011, the district manager named Chris, who had been involved throughout the whole process with Tony, called me. He informed me about the policy on the back of the receipt. He said that they were willing to acknowledge the exchange policy. And he said that they do not do refunds for parts that have been installed. Chris further went on to tell me that he never told Tony that I did not have an exchange coming and to do what I had to do. Chris said he instructed Tony to do an exchange and not a refund. I disagreed with the exchange at this stage of the complaint. I was willing to accept the exchange from day one. I felt that Tony handled the situation unprofessionally. And I was offended. After further evaluation on the back of the receipt, I further learned that it states in part refunds "O'Reilly has the option to refund your money, instead of replacing or repairing a part". This is in conflict with what Chris told me that they do not refund for any reason.
After asking what to use, I was given the wrong fluid for my power steering and it destroyed my system. The damage will cost me $2,800, which I do not have. I am handicapped from polio and need that particular vehicle for work. I am now out of work! Pat **, the district manager said that, "It's a buyer beware thing." Then, corporate told me that if I cared about my car, I would have known it was the wrong product. I guess their buyer beware means that no one should take the advice of any of their employees!
This letter is to complain about service I recently received from Store #3415. This series of missteps occurred between 5:10 and 6:10 pm. I think its important to note that these experience is such that I will not shop in this store again, and will think twice before giving business to Oreillys in the future.
While I was waiting pateintly to be helped I noticed what seemed like the manager talking on her cell phone around the front of the store loudly while 1 other employees was busy helping other customers, a line formed behind me while she did nothing she then states to whom ever on the end of the line she does not need to deal with people like us.
Then she came to help me and all I wanted was to purchase a new set of wiper blades for my wifes car and get them installed. The woman who seemed like the manager was annoyed and had a really bad attitude it seemed like she didnt want anyone to bother her. She told me that they dont do that after 5 pm I will have to come back tomorrow morning to get them installed.
I was so upset that she couldnt help me install the wiper blades but I calmly left the store not seeing a sign anywhere that stated that they only offered that until 5pm. I felt that she was just being lazy when I waited in line for about 10 minutes and she saw me waiting there but she was busy talking on her cell phone. When she finally came to help she pretty much refused to help me.
I want to make this complaint for only the reason that not only will I never go back to Murrays/Oreillys that I always depended on for all my auto parts but I will tell every one I know about the service I received. You see I am in customer service, I deal with customers (many upset customers) on the daily basis. I have never seen such bad service. I am sorry that I will not do any more service because of one individual who left a bad impression. I really think that [their] employee needs to learn how to deal with customers if you are in a retail business. if [they] dont then you will lose a lot of good customers!
If she was that rude then the rest of the stores must be the same. I always have car problems so now my business will definitely go somewhere else. That night I bought a set of wiper blades from Napa Auto Parts just down the road, they had no problem to go outside and install them. I would rather pay a little more money to get nicer people to help me because free or cheap isn't always better obviously.
O'Reilly Auto Parts sold me an air conditioner compressor in 2005 for my wife's car. I took the car and part to a reputable shop for installation. I had to pay $300.00 in labor to replace it in 2005 when it came apart and then again in 2006, when it came apart again. Now, I have to replace it again in 2007 because it came apart again, and it is 2 months out of warranty. So, I even get to pay to replace the part this time. O'Reilly Auto Parts said they don't care. They want me to take it to court. I am out $45.00 tow charge to shop. $1,250.00 for a new non O'Reilly's compressor installed.
The store manager (Jose) refuses to honor the battery warranty. I presented the dead battery and some store receipts in an attempt to get the warranty honored. Instead, I was met with "store policies" that appear to be designed to block any battery warranty exchanges. The store insists that dead battery needs to be recharged (only to delay problem a few more months).
I discussed the problem with O'Reilly Customer Satisfaction Department Manager (Jeff **/**) and he agreed that dead battery was still in warranty (and after explaining my circumstances, agreed to refund). When I attempted to retrieve the refund, the store Manager, "Jose," once again refused to comply and told me to come back the next morning when a different manager would be onsite. It was a completely unprofessional conduct, but in my observation, appears to be condoned by their company.
