Kragen Auto Parts review: Autolite Car Battery 9

I attempted to exchange an autolite battery to Kragen in Tracy, CA. The battery is two years old and still falls within the manufacturers exchange policy. Kragen says if you don't have a phone number or receipt attached to the original purchase, you will be denied an exchange. Your only recourse is to buy a new battery and relinquish this small investment which was created to save the customer money. This policy relies on the customer trusting the manufacturer and being unaware that a company can initiate its own policy against the manufacturers thus canceling out any advantages to them. Kragen seems to believe its brand name, time restraints and demographic information about consumers in certain economically challenged areas will save them money. These consumer groups provide the demand that Kragen has taken full advantage of through an exploitative marketing strategy and conniving company policy. In theses critical economic times, that's just bad business. Kragen obviously has no integrity when it comes to standing behind its brand and would rather save its self than it consumers. A Company that fails to honor their customers to increase their profit margin will eventually decrease their customer base and lose out in the end. One way or another, they will reap what they have sown in disloyalty since their brand is not a monopoly. When I contacted their corporate customer service, the representative had already been rehearsed to offer no resolution. He told me that it was my choice to buy elsewhere. Of course it is, however I did not call for a confirmation of the obvious. I called for customer service. However, like its battery exchange policy, I was brushed off and denied.

Kragen in Sacramento, located on Northgate Blvd., would not honor their word to return an autopart that we did not need. When it was discovered that the cheap battery they sold us, along with battery protectant that was not actually battery protectant, was not working in our car, we called the store to let them know.

During this phone call, we spoke to someone who said they were the manager and that he would return our money with a full refund although their policy might say otherwise. When we requested who to ask for when we come in, he said 'just ask for a Manager'.

That same day we returned the battery and when we did, a girl, named Rebeca, reacted with rudeness and aggressiveness. She instantly became confrontational about why we were returning the battery. We explained, for the second time to her, that we were instructed by the manager over the phone to bring it back and we would get a refund. Because we did not have the manager's name from the phone call she raised her aggression even more and stated that she would not give us our money back. We stated that she had to because we called and were told this would be done without problem.

Next the Manager, Tony, interrupted the conversation and also acted aggressively. The discussion became about how poor the customer service was in their store, which he denied in a raised voice.

We refused to leave until we received our money back because this is what they had told us in the first place. Stating that to Tony, he finally refunded our money but not without further confrontation over the matter.

I don't know if this posting will capture the intensity of the situation, but it was terrible to say the least. The customer service was rude beyond belief, and the laziness of the staff to act professionally and with respect was clearly evident.

We strongly suggest NEVER shopping for auto parts or anything else at Kragen Stores anywhere based on this terrible service.

I have A 1967 galaxy and bought arount more the 2000 drs parts and the day .that I stared running dint worked right . so I called the auto parts and they hand the phone and traiment not correct please do samenthing about, I Know they shoud appolosez about but they dint so I have to spend more money to worked right .
sincerly ENRIQUE GUTIERREZ

I'm yet to come across a battery manufacturer who will replace batteries for FREE for 8 years. The battery you are referring to has a two year free replacement period and prorated thereafter. Which means, after the two years, if it needs replacing you will pay the amount based on where you are in that 96 month time period. Usually, the battery has a sticker with a proration percentage table. If not, you can always ask the store to calculate it. You sound like a customer who clearly did not understand the warranty.

Thats the same thing happen to us! In Rancho cordova the store manager was really rude, my husband when and bought this wrench that didn't even work it was with $55 bucks and we didn't need it because it was not the right one so five days later I when to return it, it had 60 day refund or exchange guarantee so I when and did that the store manager goes what do you want me to do with this he stated it used obviously it was taking out from the box to check if the item was the right one than he try to make fun of me to another customer and stated that you wouldn't want me to sell you use item, I told he whatever you to with that item is not my problem so he refused to exchange it! Don't ever go to kragen they do not stand behind there guarantees or warrantys. That's the second and the last time I will ever go to kragen I wouldn't even recommended them to anyone. Customer service totally sucks. Always go to autozone there the best!

Kragen seems to have the same folks employed at store on Stockton Blvd. If they don't make eye contact with you then you're invisible. When they do talk to you it's a somewhat cavalier attitude. They don't seem to offer help, this may be that the "kids" don't have a basic knowledge of auto systems. If they can't find it in the catalog then it doesn't exist. Further, this trend of lack of customer satisfaction seems to have started when Lucky Grocery Stores got out of the Kragen affiliation.

I no longer shop at Kragen Stores any more, Wal-Mart, Auto Zone, Pep Boy's or the Goodyear tire store at Arden Mall takes care of my auto needs. By the way if you need a battery go to Battery Bill's at 16th and Richards Blvd.
old geezer

I have the same incident with Kragen at Lonetree way in Brentwood, CA bought a Motor Trend Jumpstart/inverter Combo was difective I explain it to one of the associate his name is Rich and said that we have to come back tomorrow to talk to the manager Gabe so he denied to give me my refund but before then he ask me a lot of question and was rude and try to make me feel stupid asking that maybe the portable dvd player is about 400 watts so it broke. And he test it and check and made me wait he could have just say that come back tomorrow for the manager that should have same some time. The item i bought is only $60.00 I will come back tomorrow and hoping that the manager will refund me my money back.

I have to agree. We purchased an IAC valve for our car and it was the wrong part. They wouldn't refund our money because we installed it. They would only give us an exchange. What good is an exchange if it's the wrong part? My husband said the managemnet at the store was as rude and agressive as you stated above. We should have tried what you did and stay there until we got a refund. This part was not cheep, we are talking $300.00. We also tried called corperate, they were also rude. We are going to just keep trying to exchange it and maybe after a few hundred times they will return our money...

Earlier today I took in a battery to be tested at Kragen Auto parts store located at 51339 Harrison Hwy 86 Coachella, CA 92236.

I was told by the staff on duty that the battery was dead and needed replacement. I purchased a NEW battery for a little over $100. I left another battery for discount. I brought the NEW battery home and installed it to have the same problem. I took the OLD battery to be tested at another location and was told the OLD battery was fine and did not need replacement.

I called the Kragen store back to only have the manager on duty be sarcastic and rude.

I am a high school teacher in the area and do not appreciate the level of customer service and unfortanately I will have to let my friends and colleagues know not to shop at that store.

How often do you think they are selling products that don't need replacement? This is horrible.