NAPA Auto Parts

I have been a mechanic for many years. I used to buy Napa Auto Parts almost always. I felt the parts were good quality, although more expensive than others. It does not pay to install poor quality parts on a car, they come back, and bite you!  Unfortunately, a few years ago it seems Napa changed their policy on quality. This happened around the time they totally changed the on-line site.  Around the same time, I started looking at Rock Auto on-line. Rock Auto offers each part by a few different manufacturers, quality levels, and prices. I started noticing that despite Napa still charging higher prices, they were now supplying the cheapest, lowest quality parts instead of the better quality they were known for.  Given that, why would a person order from Napa, when Rock Auto is surprisingly lower priced, and you have a quality level choice . Napa seems to be riding on their previous well known name, while keeping the prices artificially high.
  Some prime examples of this is, I purchased a starter solenoid, (eckland, Napa's electrical brand), as a preventative measure. The third start-up, after installing, the solenoid froze in the on position, with key off, and kept the starter spinning and engaged until I could unhook one battery terminal. Burned up the relay, starter, and a couple wires.  I purchased a rebuilt alternator, took it from the box, and turned it, it felt rough turning, as if there was dirt in the bearing race or defective bearing components. I purchased Napa's best fuel pump, and it was very noisy from day one. I purchased a set of Napa Branded, 2 ton each, jack stands. One of them had a defective casting that would not allow the stop to lock in place. Although it seemed it locked, when weight was applied, it fell.  I purchased rebuilt Ford Front calipers from Napa, and with in one year, the unplated soft steel bleeder screws has rusted solid to the caliper! I heard from a NAPA rep, and he said due to competition, quality had to suffer, BUT WAIT, isn’t quality the whole point. Especialy when still charging the higher quality prices.

I ordered 2 common brake parts on 3/30/10 from napaonline.com. I did not hear anything about my order shipping for two weeks, at which point I called to find that, as in a previous review, they have nobody taking calls. It seems all calls only go to their voice mail, even during business hours. I emailed their customer support telling them to cancel my order immediately and within a couple hours I got an email saying my order shipped and they immediately charged me. A week later and I don't see anything. Two weeks later and still nothing. I check their site, which has a "track" button you can click for your order - of course it leads to a page saying no tracking information available. I email them again after this, week 4, and tell them to cancel the order and refund my money because it obviously has not even shipped. No response. It has now been 4 weeks and I'll be contacting the BBB next week if this hasn't been resolved.

Don't use this site, seriously. Scam artists.

I found the parts I needed at NAPA Online and accepted their offer to sell them to me on September 20, immediately receiving an email confirming the details of my order. On September 22, I received their email stating the following: "Thank you for shopping on NAPAonline.com. We apologize for the delay in contacting you about your order. Unfortunately, the items you ordered are not available at this time. They are on factory back-order, and we do not have an estimated delivery date. Your order has been cancelled, and you will not be charged for the item." They didn't even have the courtesy to specify which items were unavailable, they just unilaterally cancelled the entire order with no further communication. Meanwhile, today, September 23, the full amount of this order is still being held by my bank as a pending transaction. This means I don't have access to these funds in my own bank account, because of the grossly incompetent business model of NAPA Online! There are far, far too many reputable competitors with actual, legitimate offers of sale than to ever go through this again. DO NOT DO BUSINESS WITH NAPA ONLINE!

The Napa in flagler Colorado is one of the worst in the world as far as customer service. I called them with questions regarding a "Cummins" engine and Brian, cussed at me ( dropping the f-bomb) on several occasions, telling me that I didn't know what I was doing or talking about. I hate to talk bad or complain about such a great franchise, as great as Napa's over one incident, but the verbal abuse I received was quite severe.
Hopefully he can take a " Customer Service" course and treat older people better.

Bought a battery that according to the website has a 24 month warranty. Took it back to the store and Lo and behold, the thing was only warrantied for 3 months. Overheard the staff at Alamogordo, NM store saying that this happened all the time. NAPA is off the shopping list.

First let me say I love NAPA's stores and their parts, only use Autozone and the like when I need too. That being said their online system could not be any worse! Ordered a carb rebuild kit online because my local retailer said I would get it in the same amount of time as if they ordered it, but it would come directly to my home, so I jumped online. I found the part right away. Their search is excellent with great pictures that certainly help when dealing with classic (old) vehicles that may or may not have the part that it should. So I placed the order at 5:26 pm, missed the shipping deadline for the day so I expected it to go out the next day. Status online did not change so I called customer service, like all others I just got a message on each call so I finally left a message, still waiting for that return call. Sent an email when I did not receive a call back, still waiting for a return message. 2 days after the email I got a shipping "confirmation" but cannot track the package and still have not received it 2 weeks later. Customer support will not talk to me, they refer me back to online service which I now believe to be manned by elves at the North Pole who must be busy getting toys ready for Christmas. I finally ordered the part from someone else and received it promptly. Not holding out much hope of ever getting my money back from these jokers. Too bad too, I now have to find somewhere else to get my part. I will not deal with a company that allows this to continue.

Napa Online sent the wrong part, stalled and delayed its return, two months on has not refunded the money, and responds poorly to contacts, when it responds at all. Its Customer Service phone line takes only voice mail messages, even during its stated business hours. And those voice mails are never responded to.

When Napa Online sent the wrong part, I followed the instructions on the invoice, which directed me to a non-existent web page (www.napaonline.com/support/return.html). The invoice explicitly gave me the option of shipping the return directly, or "You may take your return (with invoice) to your local participating NAPA AUTO PARTS store." In either case, you had to first obtain an RGA (Returned Goods Authorization number. No phone number was given. I wrote the e-mail address provided several times and received no response. I then went on www.napaonline.com and used the automated "contact us" section, asking for an RGA and saying that I wished to return the item locally, since the box had been damaged in shipment and was no longer useable. I received an e-mail telling me I should really ship it instead and promising a UPS label to be forthcoming. I responded to the e-mail, but both addresses in the "From" line ([email protected] on behalf of [email protected]) were bogus and the e-mail bounced. Going back to the web site, I again asked for an RGA. I was sent a link to a UPS label. The link was broken or bogus: the UPS web site said no such label existed. Again e-mails to Napa Online. Again, ignored. Finally a response. Again my request for an RGA was ignored and a UPS link provided. This one worked, so in exasperation I bought a new box and used the label to return the product. That was on 27 November. A month later, no refund had been received. I sent several e-mails enquiring into the status, but received no word other than an automated response promising that a customer service representative would be in touch. None has. During this time, I repeatedly tried to contact them on their Customer Service line (1-877-805-6272). Even during their stated business hours, the phone reached only a recording inviting me to leave a message and someone would get back to me. Despite dozens of messages left, not a single one has yet been responded to.

As of 11 January 2008, no refund has been received. Napa Online's e-mail responses were always slow and sporadic; since I shipped the item back, they have ceased altogether. I cannot get anyone in the company to speak or correspond with me now that they have their merchandise -- and my money -- in their control.

I have ATTEMPTED to purchase common parts at this store but the entire business is so dimly lit that I learned to bring my flashlight after my first visit.
Filthy dirty shelves that are empty, and have spiders on them. Just plain GROSS !! The end result has NEVER been good, He never has any common parts I need. Always full of excuses like "I'm supposed to stock this bearing, but since NAPA is changing suppliers I don't carry it on hand". 12 volt coil for a '73 chevy 454 excuse, " I sometimes stock this but have not re-ordered stock in awhile, so I can order it and have it in 2 days". NAPA PLEASE CLOSE THIS STORE AND SAVE US ALL !!

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