Advance Auto Parts

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We cannot consider this issue resolved until we receive the necessary information from the collection agency.
Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information and apologize for the inconvenience this has caused Mr. [redacted]....

 We would be happy to assist, but we need to verify information first. At this time we’ve been unable to locate a purchase to review. We request the Store location the purchase took place  and the transaction number on the receipt (should be under bar code and is 2-4 digits long). Just to make certain our Customer Service number is [redacted] and for this issue type you would choose [redacted]. We also would like to verify this is the number used by Mr. [redacted] so we can advise our Customer Service Leadership of a possible issue. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. 
 
We have researched our customer’s opportunity and were unable to locate any emails from...

our customer to our Corporate Customer Care Team. 
 
Upon researching Ms. [redacted]’s online order, we were able to locate the vendor who makes these vent visors.  We reached out to the [redacted] Technical Support Team and asked them for instructions on the best way to remove the parts.  [redacted] will be happy to discuss the specifics with our customer and answer any questions she may have about the removal process.  [redacted] Technical Support can be reached directly at ###-###-####.
 
We have also reached out to the General Manager [redacted] at our customer’s local store, located at [redacted].  [redacted] and her Team will be happy to assist the customer with the return.  All they will need is the online order number, [redacted], which we have provided the store. 
 
Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Address is correct but needs apartment specified - [redacted] Corrected address below: [redacted]
[redacted] **  [redacted]
 
Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information and apologize for the inconvenience this has caused Ms....

[redacted].  We have been unable to locate any notes indicating a call in about an Oxygen Sensor issue. We also have been unable to locate a receipt for this purchase as well. We request the receipt to be provided and be advised which store the attempt to exchange the part took place at. We then would be happy to try and work out an exchange or refund. If the a refund is needed due to a new purchase then we would also require the new receipt of purchase as well. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

I am not sure what this has to do with the fact that the cashier demanded to take possession of my iPhone so that she could inspect the order confirmation. Advance Auto Parts should advise whether this is their policy so that if it is I know to take my business elsewhere, and if it is not, what it intends to do about it. 
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information and apologize for the inconvenience this has caused Mr. [redacted]. It appears that the District Manager agreed to pay $611.19 for the total invoice to the Garage directly for the work to be done. If this is acceptable then we will have this check created and sent out expedited to the Garage. We request confirmation prior to creating the check however.  We also request for confirmation of the Garage’s address. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Store called back and said they would take the alternator back.  It has been returned and refunded.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.   We have reviewed the information and apologize for the inconvenience this has caused...

Ms. [redacted]. We found the online order and see everything that transpired and as Ms. [redacted] mentioned the orders are supposed to be cancelled starting day 8. We do show where the order was charged, but also see the refund having been done already when reviewed on 11/3/2016. We have spoken with the General Manager of that store location and advised that orders are only to be charged when a customer comes in and signs the pick-up slip. We will speak with the District Manager as well about the issue, but could arrange a phone call if Ms. [redacted] wishes. This issue will be handled regardless to make certain we do not experience this again. We would like to offer Ms. [redacted] a $30 gift card for the inconvenience and apologize for the situation.   Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have only 1 suggestion for Advance Auto Parts - Please change your rebate remittal website for online rebates to remove the words   Mail-in-Rebate - Rebate Offer: Advance Auto Parts May Mail-in-Rebate   SEE ATTACHED .PDF DOCUMENT.  Advance Auto Parts would receive far fewer complaints if they would take the time to review their website.  I called their toll-free number and spoke to someone concerning this, but they told me they have no control over the website.There are literately hundreds of posts on the internet with the exact same complaint - how do you submit the rebate without Advance Auto Parts not providing the mailing address to mail the rebate.
Kindest Regards,
[redacted]

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information and apologize for the inconvenience this has caused Mr....

Starr. We do show where these purchases were made at store location #[redacted] and that they were eligible for warranty. We also show a transaction error that may have caused the rebates system to have an issue but a phone call should’ve corrected this and we will be reviewing what took place to correct this issue going forward. Please provide a valid mailing address and we will issue the rebate gift card back for $20 ($10 for each wiper set purchased) and we will also issue an additional $10 the inconvenience Mr. [redacted] had for a total of $30. This will be mailed out and we advise 7-10 business once it is created. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. 
We have reviewed the information provided and would like to apologize for the delay in response....

Due to the opportunity received, a check in the amount of $15 was sent to our customer for the amount of the rebate. Please note this could take 7-10 business days to arrive to the address on file.
Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

In regards to the complaint that Mr. [redacted] has filed we would like to respond further. Due to the opportunity received, we are having store manager [redacted] call our customer to arrange a refund.  Please let us know if we can help further. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information provided and would like to apologize for the inconvenience this...

caused our customer. It appears that the part has been refunded, and unfortunately our warranty is limited to part replacement if the product fails. Due to the opportunity received, we would like Ms. [redacted] to fax her labor invoice or invoices showing the three charges she described to [redacted], or provide it via the Revdex.com. Once the invoice or invoices are received, we will be happy to respond with a resolution.  Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.    We have reviewed the information and apologize for the inconvenience this has caused...

Mr. [redacted]. We were unable to locate a purchase at that store location, but can advise that after about two weeks it is very likely that the part is unavailable if provided to the store location and shipped back to a manufacturer. The next issue would be the time frame of this incident having occurred on or around 2/14/2016 and we would have difficult time verifying information with Store #[redacted] after this much has passed. We request a receipt showing purchase or verification that this information provided is accurate due to this having taken place  over a year ago. This will help us so we can attempt to investigate further   Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.
 
We would like to apologize for the inconvenience caused to our customer.   We...

currently cannot accept Advance Auto Parts gift or merchandise cards for online purchases. We plan to add this payment method in the near future; however, in the meantime, our merchandise cards can be used for purchases at any of our stores.  We would like to send our customer a check in the amount of the merchandise card, $26.26, and do apologize for any misinformation our customer received regarding the use of our cards.  We will send the check to the address on file.  Please allow 7-10 business days for processing and shipping.  Our customer can still use the merchandise card at any of our in-store locations.
 
Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Thank you for providing us with the opportunity to address
the complaint that Mr. [redacted] has filed. It is important for us to hear from
our customers and we will strive to meet your expectations. 
 
We have reviewed the information provided and would like to
apologize for the...

inconvenience caused to our customer.   For the protection of our customers, only the
person who places an online order can pick it up, and we require the following
documentation for verification: the credit card used for the purchase, a valid
state-issued photo ID, and a digital or print copy of the order
confirmation.  This information is
available on our website at [redacted].  Again, this is for our customers’
protection.  We have also confirmed that both
authorization holds placed on Mr. [redacted]’ account have been reversed, and he
was not charged for either of the orders he did not pick up.
 
Our
promise is to provide superior customer service and offer high quality products
when you need them. We sincerely apologize for the inconvenience this may have
caused and if we can further assist you please let us know.

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information provided and would like to apologize for the inconvenience...

caused to our customer.  Mr. [redacted] was denied a return because the part had been taken out of its sealed packaging, and is therefore not resalable as a new product.  Our return policy, which is posted in each of our stores and listed online at [redacted], states: “If you are not completely satisfied with your purchase, return it within 90 days from the date of purchase to any Advance Auto Parts store with the original receipt. Items must be in original packaging and in new condition.”  Due to the opportunity received, we have reached out to the District Manager, [redacted], and he has approved a one-time exception and agreed to refund our customer in the form of a store merchandise credit card.  If Mr. [redacted] would please return to the store with the part and his receipt, the General Manager [redacted] will be happy to take care of the return. Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.