Done with NAPA

[blackgold]

there is no wrapping on them. That's how they are sold.
Brian

 

[e-tek]

Didn't you guys hear? Crying and whining until you get your way is the new American way. It says no returns on the receipt then I say tough, blame the ******* that kept buying ****, using it and then returning it.

That's getting you nowhere.

 

[blackgold]

Many of you are missing the point. I'm not trying to cry to them anymore. Counter guy told me the policy, said to talk to owner, I called and talked to him, he said same thing. My buddy returned the set he bought the same time I did a week ago. His set had 2 of the same size wrench in it so that's why he felt compelled to return that one. I feel with that strict of a policy, you should swap the other set out but I'm glad he returned his set. The point to all of this is I learned a lesson (most of it not to deal with atleast THAT NAPA) but pay attention to return info. I felt it was a no brainer to take the return. I've already listed the set on CL. I'll let everyone I can know what awesome customer service they provide. No need to keep blaming me for expecting the standard or blaming the store for having a policy that is out of the norm. Simply wanted to vent and get that off my chest.
Brian

 

[Matt018]

Im done with NAPA aswell but for different reasons,They dont stock and freaking parts! there shelves re picked clean and they would have had to order an air filter and fuel filet for a 97 avalon, I mean thoe are parts for basic maintenence. I went to pepboys and got everything there, NAPA said that the parts would be in the next day, Screw that.

 

[mngundog]

I would be upset to if I found out that was their policy after the fact (on a receipt) and not posted clearly at their counter. If they had it no returns clearly printed at the counter (in black and white) then its on you. On the receipt after the deal has been done is a crappy business plan, they deserve to lose business if that is the case.

 

[blackgold]

And on the flip side of this whole thing, I don't think enough people are recognized for going out of their way to be helpful and polite. If I get treated above and beyond the norm by someone, phone or in person, I've many times called back later to tell a manager about the experience and how much I appreciated the effort provided. I do not know if the policy is displayed in the store or not. I know that both the clerk and owner both only stated that it was on the receipt.. Not the wall or counter. I might go in tomorrow to look. I am curious now.
Brian
Brian

 

[Super Sport]

Definitely poor cusomer service and business practice. If that's they way they like to treat their customers I wouldn't shop there. As its been stated, keeping cusomers is much cheaper than luring in new ones.

 

[Flash21]

I guess I'm spoiled, I shop at the NAPA that is the distribution center for all the area NAPA stores. IMO, they are by far the best auto parts store in the area. We have O'Reillys, AutoZone and NAPA along with a few independants sprinkled throughout.

I was there today, in and out quick and the excellent counter person looked up the parts quickly and efficiently and picked it for me fast and friendly. The counter people working there actually know something. O'Reillys and AutoZone usually have counter people that are clueless, IMO.

As far as this situation...

IF the policy was posted nowhere in the store and
IF it was covered on the receipt

I would be disappointed with no return but I wouldn't call off shopping there over something like that. And I probably wouldn't take my time to post a thread venting over it.

At once upon a time I was the guy behind the counter at a customer service desk processing returns at a major retailer and I saw it all! There are some people out there that will do anything and everything to rip a retailer off...which driver retailers to tighten up the return policy. I'm sure this is an example of that. (Just to clarify, I'm not saying you personally are trying to rip them off) I saw 15 year old electronics (food all over it, etc) trying to be returned in the 'original' box and then when caught 'you sold it to me like that' TV boxes trying to be returned with bricks in them...etc

Obviously this particular NAPA sees the loss of a few customers due to no returns on tools is small relative to the amount of money they will lose to customers that use tools and return them.

 

[trboxman]

I couldn't live without my local NAPA. The only other choice is an O'Reilly's and while they're way better than they were as a Schuck's they're still staffed with folks that just work there and don't know diddly about parts. My NAPA has crappy stock if you're looking to detail your car or bling it out ricer style, yo!, but if you're actually looking to repair your vehicle they're great. They know cars, they know engines, they know brakes, etc. they're the only local full service engine machine shop....they're pretty much everything one really needs in a autoparts store.

 

[Snappy]

I run a business, and impress upon all sales people that one customer that is unhappy, can cause the loss of 20. Treat every customer as you would want to be treated, and everyone will be happy. If the tool was used, I can see no return, but an unopened product would always be welcome back in my stores. Heck, we take back used product and give a full refund. It costs a lot of money to get one new customer, why would I want to piss off someone that will tell 20 others how unhappy they are with my stores. If you think small in business, then you will always be small in business. Employees can make or break a business, so you should always make sure that they are doing what you want them to do, and that what you want, is the best for your business growth and longevity.

I was just in NAPA yesterday. I have one within walking distance now. My receipt doesn't say anything about any returns. I do think they have a sign posted for "no electrical returns" in the store. I really haven't had any problems with them. I think the experience that you have depends alot on the individual store & counter-man.

 

[reddog289]

I have had good luck with NAPA, I guess I am lucky to have a good one by me. But will read into there return policy from now on.

 

[geologist]

My neighbor works for Advance Auto, and thus it has remained my parts store of choice. One of my Dad's cousins owns a NAPA, but we rarely ever went there because every time they did, the parts we needed weren't available. Sorry, but I think a vehicle as common as an S10 (a decade ago) shouldn't need to have common parts (brake pads) ordered for it. Every time we went there, it was almost as if I was asking for unobtainum for a rare Italian roadster or something. I didn't have that problem with Advance... plus they carry GearWrench and Armstrong. I've only ever received the wrong part once (a gasket) and it was my own damned fault.

The service is prompt, the parts are in stock 99% of the time (had to drive to another location once - but no competitors had the part either), and the prices are a LOT lower than O'Cryly, AutoZoned-out, and take-a-Napa (while you wait for your parts to come in).

 

[TonyCH]

Observing this from the outside:

I wonder what effect the practice of buying what you don't want or need, keeping it awhile and then returning it back to the store for refund has on the fact that US retailers need to search more profits by outsourcing manufacturing to Asia?

Every time that is done there is lots of work involved. First for the guy by the counter, then warehousing and finally accounting. And note for each instance they do this twice for $0. I don't know how it is in USA but here in Europe that all costs money.

Just wondering...

 

[GRX]

My neighbor works for Advance Auto, and thus it has remained my parts store of choice. One of my Dad's cousins owns a NAPA, but we rarely ever went there because every time they did, the parts we needed weren't available.
The service is prompt, the parts are in stock 99% of the time (had to drive to another location once - but no competitors had the part either), and the prices are a LOT lower than O'Cryly, AutoZoned-out, and take-a-Napa (while you wait for your parts to come in).

Funny thing ... Exact opposite experiences here. I gave up on the local Advance Auto stores because most time I called ahead to see if they had a part it wasn't in stock, even when I asked them to make sure it was on the shelf. Happened to me just yesterday. Twice!

My local NAPA is a joy to work with. Never had such issues. And the people behind the counter are actually somewhat knowledgeable. Not just parts book searchers like at Advance and Autozone.

 

[geologist]

Funny thing ... Exact opposite experiences here. I gave up on the local Advance Auto stores because most time I called ahead to see if they had a part it wasn't in stock, even when I asked them to make sure it was on the shelf. Happened to me just yesterday. Twice!

My local NAPA is a joy to work with. Never had such issues. And the people behind the counter are actually somewhat knowledgeable. Not just parts book searchers like at Advance and Autozone.

At least we're on agreement that AutoZone *****.

NAPA used to be amazing around here, but Advance is the only set of stores that has really established itself as a solid long-term choice in my area. We just got an O'Reilly not too long ago, but the prices are all over the place and not at all competitive in most aspects. My local AutoZone usually runs about 2 days behind and $3 to $5 higher than Advance on most of parts I need.

 

[blackgold]

I was unable to go by Napa today. Work was pretty hectic, didn't take lunch and got off 3 hours late. Hopefully I can tomorrow. I have been using Advance for parts lately. I have been using the online coupons, ordering online to pick up in store, go in 20 m inutes later and the parts are waiting.. Has worked out pretty well.
Brian

 

[Greatbear]

My local NAPA has been around forever, I've been a loyal customer for almost 40 years. The two brothers that I used to get my parts from back then are still there, and they carry an extensive inventory in house, that which is not on hand can be gotten from the warehouse at least twice a day, so I rarely have to wait more than a couple hours for a hard to find part. If I have problems with anything at all, even special orders, tools or electrical parts, I can return or exchange them as needed to make it right. I value the relationship I've established over the years with that shop even more than the parts selection, quality or availability. You can't put a price on decades of service and satisfaction, and being able to sit for a while and chat is icing on the cake.

 

[G1GRANDEUR]

Here is the receipt.

But yeah, NAPA seems to be little more expensive than others. (Same item)

 

[sselander]

I looked at my Napa receipts from 2 different stores and they do not have that wording on it.

One of mine says "no returns after 20 days" & "no returns on special order parts", the other one "receipt required for returns". Sounds fair enough.

Time to find another store.

 

[Everett]

So, lets setup a differnt thing then, lets say you dont know what a socket is from a tie rod is then, you never leave the paper office, you have no clue what tools are or how there used then, your blond bimbo wife walks by napa, oooooooooo i'll buy him this socket set for Christmas, then he can fix my car, opean up on Christmas, what, what am i gonna do with this, but honey you can fix my car, i dont know a thing about fixing cars, so they trot on down too napa too exchange or return it , a no go, a no go your saying, what about those kind of people , what about all the black fridays were its the norm too take back the next day, hum,

 

[bartels_metal_works]

A NAPA opened in my town a few years ago, and was gone less than a year later. The employees were all slack jawed morons that didn't know their *** from a hole in the ground. Tried them twice, and was VERY disappointed both times. I can only imagine it was a franchise store...

I also agree that if the policy was ONLY on the receipt, that is a load of ****. They would lose my business for sure.

 

[98TJ]

I bought a set of gearwrenches on impulse from Napa, didn't open them, shortly after decided to buy the armstrong kit posted on here a bunch. I went to take the gearwrench set back within a month of purchase to be told that Napa does not take tools back (he pointed to it on the receipt). I called and spoke with the owner today. He told me the same thing.. told me that it was written on the receipt. Once I looked I saw that it was there. I won't support them anymore. Is that a local policy or Napa Corporate policy??
Brian

I fail to see the problem on NAPA's end.

 

[kythri]

Why is everyone coming to Napa's defense?

Likely because they don't have problems with NAPA. Witness another poster's comment that one unhappy customer can lead to the loss of more. Human nature is to listen to people you have reason to trust (friends, family) and then trust their statements, especially if you have no evidence to the contrary.

Most of us do this - new restaurant in town, never been there, a friend or family member tells me they went and that the food/service is horrible. Guess what very likely no longer remains at the top of my list?

A corollary to the "one unhappy customer leads to loss of more" is how we react to positive and negative situations. Retail organizations have gathered statistics on how, when presented with an overwhelmingly positive customer service situation or an overwhelmingly negative customer situation, those involved are far, far more likely to tell multiple people about the negative situation, whereas those with the positive experience will, if telling anyone, likely only tell one or two people. It's all about the emotional response generated - we human beings anger more easily than we are pleased, and calm far less rapidly.

In the "real world", it's increasingly UNCOMMON for one to relate the fantastic customer service experiences that they have.

This forum is a very different community than the "real world" one we live in, in the sense that members here DO regularly report positive experiences, and when a scathing review comes in on an organization or establishment that we personally have experience with, a review in stark opposition to our own experiences, we're compelled to provide that information (much like other members with negative experiences feel compelled to provide their information).

This especially extends to chain/franchise organizations. In this case, we're dealing with NAPA. NAPA has over 6100 stores. Many/most of those are franchise operations. The OP had an issue at ONE of those stores. I can personally attest that his experiences are in no way similar to my experiences at three different franchisees and two locations (comprising 12 stores in total). As we've seen, other people have had positive experiences as well.

We're a social group. We talk about things here, and this is what happens.

My hypothetical restaurant example above? Had I tried the restaurant prior to being given a negative review and had an experience to the contrary? I'd most certainly disagree with the person who was giving me the opposing viewpoint, based on my experience.

The industry standard is to allow returns for at least 30 days. A receipt is evidence of purchase, not a business agreement.

There's not really any kind of "industry standard". Except in the case of defective product, retail establishments are NOT required to accept returns. There's no law protecting one's desire to change their mind. *IF* an establishment accepts returns, 30 days is a common date, but it's by no means ubiquitous.

To the OP: Napa takes used oil right? Just drop off all used oil right on their countertop.

Yeeeaaaaah, advocating vandalism is incredibly mature. That's a perfectly rational response to disagreeing with a store policy (that is likely printed somewhere other than the receipt).

 

[BD1]

I was unable to go by Napa today. Work was pretty hectic, didn't take lunch and got off 3 hours late. Hopefully I can tomorrow. I have been using Advance for parts lately. I have been using the online coupons, ordering online to pick up in store, go in 20 m inutes later and the parts are waiting.. Has worked out pretty well.
Brian

Hi, where are you located??? Definitely call the corporate headquarters. Thats bullsh##. It appears that THIS STORE prints that on their receipts. Right, you don't find this out UNTIL AFTER PURCHASE! Guess next trip I make to nappa I'll ask for receipt prior to purchase to see whats on it!

 

[Hootbro]

So, lets setup a differnt thing then, lets say you dont know what a socket is from a tie rod is then, you never leave the paper office, you have no clue what tools are or how there used then, your blond bimbo wife walks by napa, oooooooooo i'll buy him this socket set for Christmas, then he can fix my car, opean up on Christmas, what, what am i gonna do with this, but honey you can fix my car, i dont know a thing about fixing cars, so they trot on down too napa too exchange or return it , a no go, a no go your saying, what about those kind of people , what about all the black fridays were its the norm too take back the next day, hum,

Periods are your friend. That is one of the biggest run on sentences I have seen.

As to the blond Bimbo Wife scenario you spin, it is not NAPA's responsibility to run a I.Q. test on her understanding of printed and stated store policies. She should have stayed home in the kitchen making sandwiches, rather than buying her hubby a crappy socket set for Christmas.

 

[Everett]

Far as Napa i agree with he said about chosing your stores, i myself never had a problem with napa, but if i want too shop around .A internet is the best freind and i get my prices that way and most web sites have there policy on the bottom of there web page, so i see nobody too blam , i would not blam napa, only the guy who didnt read it or make out some paper too bring it back in a certain time period.

 

[cokeb5]

I have to say my local Napa store is great. I'm just diy guy not a big customer and they always call me by name as I enter, I have never had a bad experience with them. I will say the younger the employee the less they know, but I think that is the same any where, the guy that has worked there for 36 really knows his stuff.
Late one evening I was assembling a turbo 350 and ripped the pump gasket I called several AutoZone and O'Reilly stores, not a single person had a clue what I was looking for.

Craig

 

[LSU]

I can't tell from your receipt if you paid cash or you're just listed as a "cash customer"

If you charged it on Amex, MasterCard, etc. - put it in dispute with the credit card company if you feel you have been "tricked". Generally the credit card company will list the item in dispute and you'll get a credit back on your card. The merchant will have to dispute with the credit card company.

I charge just about everything I buy - gets me points, builds up my credit score and gives me some buyer protection.

I see NAPA's policy on tool returns but at the same time I think a little common sense could come into play.

Since this isn't a major purchase, chalk it up to experience and shop somewhere else.

I'm more of an Autozone sort of guy but hit all of them every so often.

We've got a Carquest store here that must be selling Meth out the back door because it is the dirtest store I've ever been in and it never has anything in stock. Been there about 20 years. The only thing I've bought there recently is some really cheap ATF and WD40 to make up some cleaner.

If you're not happy, shop elsewhere. Tell your friends you're unhappy and then be done with it.

Stuff like this shouldn't ruin your week.

 

[chadster1]

The Napa in my town has been in the same location for 30 plus years. Stools at the counter, a piston ashtray, and guys behind the counter that actually know parts. Parts stores like this are getting rare. It's like the parts store equalivalent of the old time hardware store. I make it a point to purchase there over the auto zone and o Reilly that are also in town. I would rather support the locally owned business over the corporate owned chain stores that do everything they can to ruin the mom and pop owned businesses.

Back in the day (25 years ago) when I used to drive pos cars, I lived within walking distance of this napa. I walked in needing an alternator. I don't remember the specifics, but I do remember them them telling me to take the part, make sure it fits and then come back and pay. Recently, I bought a couple of batteries, they didn't charge me the core charge, they just said bring the old batteries back when you get them swapped out.

Needless to say, I don't buy any tools from them.

 

[blackgold]

I went to the store today... Counter guy asked if he could help me, we recognized eachother.. It was a guy who worked at a different dealership while I worked at one, We were both parts guys.. Anyways, I did not see the sign anywhere.. Only place this thing pops up on is a receipt that you get after you buy an item (in the location where your name/address should go since they rang me up as a generic cash sale which is concealed by my debit receipt). They are getting new tools that look pretty good.. From what others have said, I'll still shop Napa, just not the only one in my town I guess.. To everyone blaming me, thanks... I still think you should make that a little better known, after the fact is kinda BS in my opinion. I will accept responsibility in that I did not specifically ask, as I said before, I have not HAD to ask for MANY years. Almost all stores I've dealt with do not give any hassles in this kind of instance.
Brian

 

[shampoop]

I would hate not having my local napa around. They're the only professional parts place. Case in point, all of the other parts stores have extremely high turnover rates. Nobody works there for very long and they're all idiots so none of them know what the hell they're doing. For as long as I can remember the same handful of people have worked at my local napa, and when you go in it's very obvious that they do actually know what they're doing/talking about.

 

[ludakris04]

NAPA stores are independant. So most likely its just that store.. they should have taken it case by case... I have always liked the quality of NAPA and the products they sell. If you find one with competent employees... it can be the best place around. I have always had the dream of opening one myself...
I should also mentioned I worked at a Napa part time for 2 years... and there were some good oldtimers who knew the product lines.. they could find you just about anything for just about anything.. look for the guys with paper catalogs in front of them...

 

[blackgold]

I've realized this since I posted. Unfortunately the closest one other than this store (less than 5 minutes from my house) is 30 minutes... If there is something I absolutely need. I can probably get my mother to pick it up and meet her to get whatever it is. I sold the gearwrenches so I'm done with this ****** location. I still find it funny that the only place you see the no returns on tools is in the address section of sell to with generic cash account used.
Brian

 

[rogersmithiii]

Find out who is the CEO of Napa Corporate, and write him a very polite letter. Tell them that you bought the wrenches, but only saw the tool return prohibition after you arrived home. Tell them that there was no sign at the counter. Tell them that the wrenches are unused, and that you'd like them to take them back. Don't swear, threaten or get nasty. Be polite.

I'll bet that you'll get a phone call giving you the opportunity to return them. If not, you're only out a 44 cent stamp.

You have nothing to lose.

Rog

 

[Even Steven]

Why is everyone coming to Napa's defense? The industry standard is to allow returns for at least 30 days. A receipt is evidence of purchase, not a business agreement.

To the OP: Napa takes used oil right? Just drop off all used oil right on their countertop.

Yeah, you'd be doing them a favor. They actually make money on collecting used oil. That's a little-known fact and most people have no idea. And a lot of the smaller shops around here have waste oil heaters and use it as free fuel when customers drop it off at their shops.

 

[Even Steven]

FWIW, NAPA has corporate owned stores and franchise stores. The franchise owned ones can set their own policies for returns and also separate pricing structure from the corporate stores.

Unless the OP never bought there before, I bet that return policy stared him in the face on past purchases also.

Actually, privately owned NAPA stores are NOT franchises. They are often set up similar to a franchise, but they are not franchises and don't have to abide by rules that are common in a franchise operation.