I wanted to let you know about my experience at this store yesterday and today. II think it important to note that these experiences are such that I will not shop in this store again, and will think twice before
giving business to Autozone in the future.
Yesterday I was working on my girlfriends car doing the front brakes, replacing rotors and pads. I had her call to see if the parts were available. She was told by a woman on duty that the parts were there, told a price and told that they would be ready for her when we got there.
When we arrived at the store, there was one employee outside, and two inside…at least I am guessing that there were two inside because the manager on duty seemed to be talking to someone in the back of the store while we stood at the counter waiting. He did not even acknowledge our presence. I chalked it up to general bad customer service and was not surprised. When he finally came to the counter, he asked what brake pads my girlfriend wanted…she had just gotten a price on the phone, no she had to go back through the same process, except this time she had choices? She was confused. Since the manager had not responded, I was choosing a car wash to add to the purchase, but had to hurry back over to the register and guess what, the manager was gone again when I got over there. I could almost hear the calliope music playing, it would have been funny, though it was frustrating as the consumer. When the manager came back, I told him we also needed lug nuts. He pulled up the lug nuts, and heard me saying that I did not want the type that the car came with, because they were starting to come apart. The manager was quick to tell me that he had the same kind.
Now, I am not new to autoparts stores, I know better. I asked if he did not have aftermarket chrome lug nuts. He said, "oh yes, but I am not sure they will fit with your wheels," and then told me they were in aisle 4. When I got to aisle 4 and looked, all I could find were sets with locks. I picked a set of locking lugs and went back to the register and said that I wasn't really happy, that I just wanted plain chrome lugnuts, and was surprised that Autozone did not have any. The manager replied, "we do, they are back here, but I am not sure they will fit with your wheels." I asked him if I could see them. When he showed one to me, it was exactly what I was looking for and I told him I would take 10. Leaving the store I felt like he was totally lost and had run me around the store for nothing. I mentioned to my girlfriend how disappointing it was that all he seemed to know was what he looked up on the computer.
So, not that big of a deal so far, I got home put the car back together and started putting the wheels on. I found that one of the lugs had bad threads. Ok, so I would have to take it back and get a new one. This is where the story gets bad. I took the lug back to the store Sunday around noon. I did not bring a receipt because I just wanted to exchange a bad lug for a good one. I waited until it was my turn and explained this to the representative, He asked me for a receipt. I told him I did not have one and that I just wanted a new lug. He then told me that the store was out of that particular lug nut. I the was frustrated and told him I just wanted a refund. He asked for my receipt again. I told him again that I did not have it, and made the comment that this store was a joke, that I just wanted a refund so I could go get another lug elsewhere. He visibly got upset, did not suggest that I try the next closest autozone, just told me that he could only give me a store credit. I told him I did not want a credit and mentioned that the transaction could be pulled from the computer, that we had purchased 10 of the lugs just the day before. At this point he replied in a very agitated fashion that he did not have time for this and took the customer behind me to the next register leaving me to be even more frustrated. I of course asked to see the manager. The parts manager came over, again asked for the receipt and then told me that I would have to come back sometime the next day to talk to the store manager, as he could not refund the $2+.
Such a small amount, such bad customer service. In this economy, I would think that a store such as yours would want to increase it's customer service. It is especially frustrating that I the consumer was not even given options, another store was not suggested, there are many in the Fayetteville area. I will not return to such a poorly run store that obviously does not care for it's customers. If this is the case with me, I am sure it is the case with many others. I am just one that will share this because I certainly would not want that culture in my business.
Monetary Loss: $3.