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National Automotive Parts Association / NAPA Auto Parts
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2.5 32 Reviews

National Automotive Parts Association / NAPA Auto Parts Complaints Summary

12 Resolved
20 Unresolved
Our verdict: Engaging with National Automotive Parts Association / NAPA Auto Parts, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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National Automotive Parts Association / NAPA Auto Parts reviews & complaints 32

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National Automotive Parts Association / NAPA Auto Parts General disrespect of walk-in customers

Let me start out by saying: If you work for Napa-you suck like your company.
I have been in the vehicle maintenance business for years before retiring with 25 yrs in a government police fleet.
I was offered a Mercedes Benz apprenticship at age 19. I was a Nissan Technician also. I also worked on police vehicles
and some large dump trucks. Bottom line: I was a Senior Inventory Manager over a lot of parts at which time I noticed
that Napa had a don't care attitude about anything. Unfortunately, I was not over government purchasing contracts, who we used and who we dumped. At the time, Napa was one of the automotive parts companies on our list.
My experience does not mean that I know everything. I do know crap when I see it.
I am now retired from vehicle maintenance but I still fix vehicles and walked into a Napa in Olive Branch MS to find a
heavy impact socket not available at Autozone or othe local auto parts places. A Napa employee asked me how many
times I was coming back this week. Another said: " If it had been 30 minutes later, I would be standing outside looking at
a locked door. The employees were rude and I walked out. I made the mistake of letting them know that I was going to
corporate. They got their stories together. I called the store manager first. He basically called me the same as a liar,
and said he would take my word for it, but he didn't believe what I was telling. I then called Atlanta to talk to a higher up.
I was referred to a district guy in my area. He never called back with any results. Just ### canned my case.
This isn't forgotten. I don't give out disrespect and don't accept any. So Napa, i hope something happens to bring u down.
You deserve what you get. I wquld have spent hundreds that day. A local customer-

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National Automotive Parts Association / NAPA Auto Parts OUT $114

On April 19th 2010. I placed an order for 3 auto parts. Which totaled at $114. Which they took out right away. 2 weeks have gone by and I decided to call them to find out what was going on with my order, and after about 5 emails 5 phone calls and about 5 voice mails. I have not heard from them. So another week going by and I went online to check the status of my order, and I see that Napa has canceled my order. So after numerous calls I finally get someone to answer the phone. I asked about my order and I was told it was canceled because the parts were on back order for another 3 weeks, and I was told that I will be receiving my refund within a couple of days. now its June and I still havent received anything close to a refund. So I filed a complaint with BBB and they told BBB that its not Napa's fault its their banks fault. And I have to wait about 30 days. So BBB decided it was ok to close the complaint because Napa wouldnt respond to anything anymore. I have concluded that Napa is a SCAM. A multimillion dollar franchise is stealing money from working people that are struggling to make ends meat. I hope Napa goes bankrupt.

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Sideroxylon lanuginosum
Mobile, US
May 30, 2014 6:48 pm EDT

This is the complaint I sent to napa online earlier today.

About a year ago I ordered a power brake booster/master cylinder combo via napa online. I entered my debit card information and submitted my order. My account was immediately creditted for the agreed amount, but the next day I received an email from Vernell Washington saying that napa did not have the part I ordered, and that I would not be charged for the item. I had already been charged though, and it took several days for the amount to be resubmitted into my account. In the meantime I did not have funds to go elsewhere and get the part I needed.

My next experience with napa online and Vernell Washington is almost identical. I ordered a clutch set this time, was creditted for the agreed amount, and then received the Washington email explaining that napa did not have that part and that I would not be charged for it. I had already been charged, this time I called my bank to see if it was a legitimate charge, and they confirmed I HAD been charged. I am now waiting on napa online to refund my money once again.

Every other online shopping site has enough sense to post the availibility of an item BEFORE charging their customer.

Napa online is also dishonest because the Vernell Washington emails stated that "You will not be charged for the item" when in fact My bank confirmed I HAD been charged, and was waiting for a refund.

Now I have not had access to the ~180 dollars since tuesday night, and will be unable to receive it over the weekend as napa and my bank are closed.

This means that even if I am refunded on monday I will not have had access to ~180 dollars for 6 days because napa online cannot let customers know the availibilty of an item before charging them.

If the funds are not creditted monday June 2, 2014 I will file a dispute through my bank.

I have ordered dozens of parts from 4wd hardware and quadratec, and something like this has never happened.

I have ordered 2 parts via napa online and both times this escapade unfolded.

The third time might be the charm, but im not going to find out because I will never order anything via napaonline again.

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Coach T
Ashland, US
Nov 26, 2012 4:11 pm EST
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I'm another victim of the Napa scam. Never again will I purchase anything online with them and if you know best, you won't either. Happened to me just like the first post. Said order has been cancelled and now out 46.50. I called and they always say the refund is on its way and that has been 3 months. I have contacted them by email and the so called manager and got 4 emails from a Calvin Mathis saying that they are sorry and working on it.Folks, this Napa online is a scam.

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bpd402
Orland, US
Jan 22, 2012 10:37 pm EST

I placed an order on Napa Online and when I picked up the part at the store, they wouldn't honor the online price stating that NAPA doesn't set the store's prices. It is really poor way to do business. Either the online service should be thrown out or the stores should honor the online system. I won't be going back to NAPA. Their Belfast Maine store sucks.

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David-----------
lexington, US
Nov 01, 2011 8:28 pm EDT

My Experience 11/1/2011 Online order service is pretty much worthless. I needed a fuel pump which a local store said they could get by next day if I drove 1/2 hour and paid $170 upfront. I found that I could order online to be sent to that store at no charge and it was in stock. Got an email that my order was successful. Called the store and they told me that MY order would take 5 days and the pump they said they could order overnight was no longer available. So within 15 minutes did someone buy "my" pump? Or did I buy the pump online and they see it as not available? Or does the store not know their own system? No one knows and the online order system helpline tells EVERY CALLER to LEAVE A MESSAGE and they’ll get back to you!

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BlueAndGold
Prole, US
Mar 06, 2011 9:52 pm EST

1. NAPA isn't a franchise. It's a distribution service, essentially servicing entirely INDEPENDENT store owners. Which a lot of people confuse when they bash NAPA, their complain has nothing to do with NAPA 99.9% of the time.
2. Where were you ordering from? NAPAOnline orders ship out of their distribution centers I believe. If you called, pry, any of them, and asked for an operations manager or called their HQ in Atlanta I am sure someone would be MORE than happy to help.

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KatherineC
Waterbury, US
Jun 10, 2010 6:23 pm EDT
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Wow. If you think NAPA is a scam you have probably never shopped at an Autozone, Advance or Pep Boys. They're the real scammers in the auto parts business. They sell low quality junk at inflated prices. Sure they offer lifetime warranties on almost everything but they have to because all they sell is junk. Give NAPA a chance to straighten out the problem.I'm sure you'll be more than pleased.

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angel37762
Port Saint Lucie, US
Jun 04, 2010 9:07 am EDT
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NAPA is a great company and I am sure it was some kind of glitch in the banking system. It is the bank you have issues with not NAPA. They are a huge company that has been in business for many years and has a great reputation with the industry world wide. I am sorry for your unfortunated experience but to to say that NAPA is a scam or ripoff is compleatly unfair. Many product come up on back order daily and that is not something NAPA can controll, it is their manufatures. Please do not judge them so harshly. Your situation is truly a one off and is not the normal way NAPA conducts business. I am simply a consumer who happens to know someone who works for NAPA, but I have also purchased many items from NAPA and always have been very happy with the service and quality of the items.

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National Automotive Parts Association / NAPA Auto Parts Bait and switch fraud

My story takes place in Cave Junction, Oregon...

Recently I went to NAPA auto parts to get a part for my car, as I normally do when I need a part. They didn't have the part in stock and needed to order it. The price I was quoted was $36.

I went back the next day to pick up my part and a different did clerk said it would be $49. I told him what I was quoted and he basically said "tough nuggets". He finally did agree to "split the difference" and 'only' charge me $42. Since I needed the part now I paid and went away disgruntled. If that was all, it would have been bad enough. But it gets worse...

When I picked up my new part I forgot to bring in the 'core'. I said I'd bring it in after I did the repair. When I finished I put the core in a plastic grocery bag and went back to NAPA to get my $35 core charge back.

When I got there the same clerk told me that without the original box I couldn't get my money back. He said he needed something with the part number on it. I showed him my receipt, which had the part # on it, but it wasn't good enough for him. I told him I discarded the box and that I wanted my money. He flat refused and said I was 'SOL'. At this time I went off.

After some rather choice colorful words describing what I thought about him, his "policies" and his customer service he still refused. In the end I told him that he'd better call the cops because I wasn't leaving without my money. That must've done it. He reached into his till and grabbed $35. He shoved it at me and said "Here, take your damned money and don't ever come back". I told him that there wasn't the slightest risk I'd patronize them again.

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bpd402
Orland, US
Jan 22, 2012 10:53 pm EST

How would a customer know whether it is a corporate store or an independent owner? With a NAPA sign outside, NAPA gets the glory and NAPA gets the bad press! I ordered a part using NAPAonline.com but when I got to the store I was told they would not honor the price I was given online as the store employee said he felt it was too low. When I showed the employee a copy of my online order, he said that NAPA doesn't tell them what prices to sell their parts and that he would be calling them and telling them so. I drove 20 miles(one way) to pick up this part and had to pay the extra amount. It sure looks like bait and switch to me. I'm not sure if it is the fault of the NAPA store in Belfast Maine or the online store but it is all NAPA to me. Which I won't be going back to again. I strongly urge everyone to avoid napaonline.com.

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BlueAndGold
Prole, US
Mar 06, 2011 9:58 pm EST

Not sure what Dejay is talking about.

NAPA asks for the box because the manufactures require it from them. It is the same at every aftermarket company nowadays. Gone are the good old days where all the cores just got tossed in a barrel.

I am also not sure where you shopped, if it was a NAPA corporate store that has set policies to follow, or an independent location that can do pretty much whatever they want? Any NAPA I have been to would have known you just bought it there and ordered a new box for it (which probably takes weeks to get). No, they can't just toss it in any box with a picture.

The best policy would have been to remind you when you bought the part and paid for the core that it needed to come back in the box.

Not sure on the price thing. I do know that any corporately owned store manager that supported price manuevering like that would be written up if not fired.

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dejayjustice
, US
Dec 03, 2010 7:44 am EST

As a x-manager for napa in Columbia, sc I can say the reason the price was different was different was because you got price jacked..most napa managers and employees will jack the prices to make monthly bonuses..my DM promoted it...as far as taking the part without the box...he could've taken the core back with out the box also..as long as he could get another box and take a picture...or make a copy of the barcode with part number and put it on the box..the DC or warehouse will take it...I've done it lots of times...napa and the gpc corp is a numbers driven company..if they break a bunch of eggs along the way...no bog deal...dj

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BADABINGBABY
SAM, US
Aug 10, 2010 3:04 pm EDT

WAS THIS YOUR FIRST TIME DEALING WITH A CORE? NAPA IS NOT THE ONLY PARTS STORE WITH THAT POLICY. CORES ARE RETURNED IN THE BOX SO THE WAREHOUSE HAS THE PART NUMBER AND THE STORE HAS A RECORD OF THEIR CORES. SOUNDS TO ME LIKE YOU SHOULD HAVE RETURNED HOME AND GOT THE BOX, BUT THEN THAT WOULD HAVE BEEN TO EASY. IT'S MUCH EASIER TO BUMP YOUR GUMS TO SOMEONE WHO WAS JUST DOING THEIR JOB. WOULD HAVE BEEN COOL TO HEAR THE COUNTERMAN SHOVED THAT CORE UP YOUR A**!

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National Automotive Parts Association / NAPA Auto Parts As a loyal customer i have to say i was surprised

I recently went to one of your stores and was unable to find what i was looking for. Upon asking the person at the counter how i might find it they were rude and not helpful to me.

As a loyal customer i have to say i was surprised. Since i have had so many good interactions with NAPA auto parts i am going to overlook this one time but i would suggest that you make sure that you are training your employees to be polite. In this economy it is customer service that sets you apart.

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National Automotive Parts Association / NAPA Auto Parts employes

employers, dont have respect, for the costumes, my wife, was in store, 64 el jebel rd co 81623, employer spanish, no respect, next time i call police, my friends complaim about the store, the manager is very bad person.Thanks very much. Michael Santini

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Tire of the Whining
Carbondale, US
May 25, 2010 2:19 pm EDT

Hmmm! The "Employer" of this NAPA store is not Spanish. I personally know the owner of the store & he is a professional & decent person. Maybe the problem was with Mr. Santini's wife? Was she wearing a "Costume"? I would have to guess that Mr. Santini has a spelling & grammar problem judging from the sentence that he posted, & he really meant "Customer".

Maybe the problem is with Mr. Santini AND his wife? Was she pissed that there was no one there at the time she visited that could bend over backward & speak to her in her native language? That is not a requirement even though, last I checked, they do have at least one person there that is a Hispanic and speaks fluent Spanish! If that person was not there at the time that, Mrs. Santini visited, that is not NAPA's fault that there was no one to translate or speak to Mrs. Santini in her native language. Maybe Mrs. Santini should learn English being that she has chosen to occupy America, most likely without permission. If I went to a Mexican or other Latin country & visited their equivalent of an Auto parts store, should I expect them to provide an employee that speaks my language or should I learn to adapt to their language? Just saying!

I'm just tired of all the weasels that are coming to America, usually illegally, to "Better their life", but then behave ungrateful when, because of their own deficiencies and lack of will to acclimate to the country they have chosen to occupy, that it is America and Americans fault that we do not bend over backwards to accommodate them! PISS OFF!

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National Automotive Parts Association / NAPA Auto Parts Deceptive Practices

I had my suv serviced at this location for my brakes about a month ago. The brakes work just fine but when i got my car back the vehicle bounced really bad, which had not happened prior to taking my vehicle in. When calling and talking to Chris the service manager, he said that my tires probably had too much air in them and to bring it back in. I took in the car on way home from work and they told me that i was nuts and that there was nothing wrong with the car. This was odd, since it was bouncing so bad that it was painful. The vehicle settled back in and was fine a day later, so still dont know why it bounced. Over the holidays, my radiator started leaking on my vehicle and took it into this location, since it is close to my house and they replaced the radiator and hoses with an oil change for $715.00. Funny, not only did they charge me for an oil cap (for the 3rd time in a row when getting an oil change for about $20.00) but the car started bouncing again. A day after the whole radiator system replacement, the coolant started leaking. Took the vehicle back and they said that they checked it out and think that it is the water pump which would have to be replaced. Told them that we did not authorize the repair and would come back to pick up the car. When picking the keys up they informed us that it would cost 80 bucks (which Chris failed to mention on the phone) to just look at it and it could be the gasket but they would not know until they took it apart. They are sheisters and will never take the car back there again. DONT take your car to them as i would not be surprised if they rigged the vehicle so they got return business. BTW the car still bounces, and not sure why.

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BlueAndGold
Prole, US
Mar 06, 2011 10:05 pm EST

I'm confused. NAPA Auto Parts doesn't own or operate any repair facilities so I am unsure why your complaint is directed to them.

They do have an autocare program that allows shops that meet certain requirements such as being ASE certified and having insurance, to hang a NAPA sign and offer a warranty on repairs if they are using good NAPA parts. However, they are not owned or operated by NAPA.

Likely the shop you went to had a name of it's own, which would have been more appropriate for this complaint, so that others would know which shop it was and how they treated you.

Otherwise it would be likely posting a complaint about "cows" because you got bad service at MacDonalds.

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savvymom
, US
Jan 10, 2010 4:40 pm EST

I had something similar happen to my car at a different service station. After months of repeatedly returning the car and being charged for different repairs to correct the bouncing and crunching sound in my car. Which also included having new struts installed. I finally carried it to a different service department and learned that during one of those multiple repairs done to my car it was the motor mounts that were cracked all along causing the bouncing. Each time I carried the car back they were would guess and have me replace something else. Once I learned what the correct diagnosis was and had it repaired correctly. It immediately stopped the bouncing. I returned to Check Up Plus with all the receipts I had paid on unnecessary repairs done to my car and insisted on refunds. Or I was prepared to take them to litigation to recover my unnecessary repairs, loss of use of my car, and expenses. They were shocked when my car no longer bounced and was easily diagnosed somewhere else. I think they were waiting to see what-else they could stick me with, when they saw me drive up again for the 9th or 15th time? They did reimburse me for all unnecessary repairs and also gave me a year worth of free oil changes. Needless to say I would never trust them with my car again nor dare to have any free oil changes...

PS: On one of my waits I saw one of their mechanics frustrated on someone else's car and started hitting the part with a tool plus when he removed other parts from the car some plastic. He would throw them on the hard concrete floor. I was shocked and brought this to the manager attention and wondered if this is common when we leave our cars with them alone. I now make it a habit of waiting and walking back there to check on the car. I also have them give me the old parts and show me the problem before they make any new repairs to my car. In my case I had all the old working parts and had them put back on my car plus refund me. Good Luck hope this helps in some small way. Been there, done that, and know the frustration you must be going through. God Bless and Help You Solve This Problem.

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National Automotive Parts Association / NAPA Auto Parts Never ever use them

I was looking online (napavalleycars.com) to buy a car. I sent the owner, PATRICK LEWIS, an email offering $10K for a vehicle priced less than $12K. To my surprise he wrote me back stating I was a mooch and that he wanted to know if I picked up my government cheese. I kept the email if anybody wishes to see it as proof. I don't know this man from Adam and he doesn't know me, why he felt the need to insult me and any all other "poor" persons was completely uncalled for. I would never, ever consider buying anything from this person, again nor should you!

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National Automotive Parts Association / NAPA Auto Parts worng guidance

i've bought a glue from napa auto parts( located at 17650 Monterey Rd, Morgan Hill ) which is one of the staffs who work there recommand to buy to have my problem fixed. It turned out not only did it not work, but also it made my car got scratches. I've talked to the manager, and he 's not going to be responsible for that( I was totally surprised when he said that, what a irresponsible man and store). Please give me a proper response.

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National Automotive Parts Association / NAPA Auto Parts Tire chains

During the bad storm on December 20 to 22 we bought cable chains from the Napa store in Vancouver WA. After putting them on our new VW Rabbit all our warning lights came on. The chains had severed the electronics under our car. The dealership said the chains had been installed correctly but were a bad design. Now we have no ABS, no traction control, no speedometer and it well take 4 weeks and $450 to fix! If this cable chain should not have been sold for a VW Rabbit someone needs to be held accountable.

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National Automotive Parts Association / NAPA Auto Parts I am a independent napa auto care center and they sold me

Dear sir or lady I have been buying parts from a location at 901 s havana st in denver in between us guys some of the jokes and afending by saying in my mind I got the bad end of the deal due to me trying living my life in usa and beeing us citizen or what ever the reason now napa at this location sold me bunch parts they were remanufactured and the company above told me these parts have life time warranty after word of napas rep now they are not honoring their product even they sold these to my customers I can understand they may not like the way I may deal with them yet my customers are mostly happy the way I handle problem and I like them to keep it up their words also their phone # [protected] by the way my name is john my phone #[protected] or [protected]

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Update by Frank's Auto Service
Dec 17, 2008 5:34 pm EST

usually my attitude to a complaint is HOW CAN I MAKE U HAPPY

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Sdisco
, US
Aug 30, 2012 10:06 am EDT

I bought a starter for a 2001 Pontiac aztec because it was broke down on the side of the road. never started it because aaa wrecker showed up and towed it to a mechanic . the mechanic pulled a plug on the car and said it was blown up. he took the starter back out and said to take it back because it is really expensive. my wife took it back and they laughed at her and said there is a no return policy and they would nt return any security deposit either . we are out $275 dollars and really need the money. wont buy there ever again.

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16Karter
Albion, US
Nov 13, 2012 12:25 pm EST

You purchased a "NEW" or "REMANUFACTURED" starter from NAPA and installed on your Aztec if I am reading correctly. When the replacement starter failed to start your vehicle you had a "professional" tech look at the vehicle and they determined that you had an engine that had expired(blown up). No replacement starter from any company was going to fix your Aztec with a blown up engine. You then attempted to return the NAPA starter that is now "used" for full refund? You made the wrong diagnostics on the side of the road my friend. Most auto parts stores sell "new" parts and will gladly give refunds for "new" parts returned. That does not include parts that have been used for testing and diagnostic purposes, which you basically did by installing a starter on a vehicle with a blown engine. NAPA is not at fault here, nor would AutoZone, O'reillys, Pep Boys, or GM parts if you bought a new starter and attempted to return an installed starter simply because it did not fix your problem.

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darcy desjarlais
Regina, CA
May 17, 2012 7:54 am EDT

napa Regina repaired my truck, I made it as far as Calgary before I started to notice something was wrong, limped my turck into surrey BC, , made it to another napa were thay repaired the warranted regulator, but even after one week in there shop and one attempted repair to fix the problem thay could not fix the truck, leaving me stranded in Vancouver, , after making me pay another 1600 dollars to do absolutely nothing, , I will never trust any napa dealer not for a part, nor a repair, , you will never get a straight answer after thay have your money, and thay will tell you your ears don't work, and you have a poor memory just beforee thay call the cops to have you removed, , , napa is not your friend, , there warranties are not worth the paper there wrote on, but the saga is not over, , gonna throw good money after bad and take them to court, , just cant let this stand, , hope my word help the next person that is stranded understand, its better to be stranded with money in your pocket in a hotel room, then sleeping in a broke down truck with nothing but a napa guarantee to keep you warm, , ,

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National Automotive Parts Association / NAPA Auto Parts - Rude Store Assistant Manager and Worthless Lifetime Warrantee on Parts

I paid $36.75 plus tax for a set of disc brake pads for my 97 GMC Jimmy in 2000. Receipt number 138849. I took the brake pads back today to get warrentee replacements. I was treated like CRAP by the assistant manager of the store. I talked to the manager but he wouldn't take the time to inspect the brakes and said there was nothing he could do. I went to...

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National Automotive Parts Association / NAPA Auto Parts Bad employee

My wife went to Napa to get a break light switch for our truck. She ask the guy from the store if he could check and make sure it was the right part. So he looked under the break peddle and took the switch off the peddle and told her it was the right part. She ask him if everything was alright. He said just have your husband put it on and sold her the part. I was at work at the time.
On the way home she had to make a stop at church, going in the driveway down hill she had no breaks. The truck gained speed with know where to go, no where to turn. In front of her was a 7 foot grassy hill very steep. then about fifteen feet to the church wall. As she hit the hill she turned at an angle to avoid flying into the church, made it on top of the hill running along side the church towards the cemetary. SHe turned sharp left missing the corner of the church and the fence and trees along the grave yard and head stones the truck finally stopped a few feet short of a tree. past the tree 20 feet was a 80 foot drop to the lake. nobody hurt and no damages done, she was shooken up alot. the angle she hit on the hill should of rolled the truck.Twenty minutes earlyer the parking lot was full of school busses and little kids getting out of school.
When this guy took the switch off the break peddle he had to pull the pin that holds the switch and the peddle arm to the cylinder rod, We found the pin on the seat of the truck thats holds the two together. AS a husband I'm very upset. As a driver she was scared . We where both thankfull it did not happen twenty minutes earlyer. How do you handle it and not get Pissed!

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petejoin74
, US
Jan 11, 2010 8:04 pm EST

Bad Employee more like bad husband! its like the old saying "what came first the chicken or the egg" I would have never sent my wife anywhere knowing she didnt have working stoplights, (my good friend lost the use of his legs when a semi truck creamed him for having his tail lamp bulbs out, he didnt know they were out, but you knew her stop light switch didnt work. Real nice

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