Auto parts Store Policy: Is this right? - JeepForum.com

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post #1 of 20 Old 09-03-2013, 08:12 AM Thread Starter
JeeperDon
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Auto parts Store Policy: Is this right?

You walk into an auto parts store and tell the counter person, "I need a pair of trunk lid struts for a 1993 Geo Metro LSI Convertible." He looks it up, tells you it's a special order part that needs to be paid in advance. So you fork over $90 and wait two days. When you get back, you pick up the struts and leave.

You then try to put them on and find they are the wrong ones and do not fit. When you take them back, the counter person says, "Well, that's what the computer says, and they were special ordered, so you have to pay a $8 restocking fee to return them." You say, "Why, I told you what I needed and it was the wrong part." Answer, "Well, that's what the computer says and we don't put the info in the computer, that part vendor does, so it's $8."

You take the lesser refund and leave disgusted (first time you've been to that store).

Then, you decide to look on-line, at struts-r-us or something. You enter the 1993 Geo Metro LSI Convertible and they show a photo of the exact right part. You buy it, receive it, and it fits fine.

Question: Was the parts store right in charging a restocking fee?

By the way, this was for a friends car across town, and I did not have access to it to see if the store ordered parts were the right ones when I picked them up.

'93 YJ, '02 GM 4.3V6, SOA, dual ARB's, 8.8+D30(WarnHubs), 4.88s, 35" BFG KM2s, AX15, NP231+4:1+SYE+2LO, York OBA, Warn M8000.
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post #2 of 20 Old 09-03-2013, 09:11 AM
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Quote:
Originally Posted by JeeperDon View Post
You walk into an auto parts store and tell the counter person, "I need a pair of trunk lid struts for a 1993 Geo Metro LSI Convertible." He looks it up, tells you it's a special order part that needs to be paid in advance. So you fork over $90 and wait two days. When you get back, you pick up the struts and leave.

You then try to put them on and find they are the wrong ones and do not fit. When you take them back, the counter person says, "Well, that's what the computer says, and they were special ordered, so you have to pay a $8 restocking fee to return them." You say, "Why, I told you what I needed and it was the wrong part." Answer, "Well, that's what the computer says and we don't put the info in the computer, that part vendor does, so it's $8."

You take the lesser refund and leave disgusted (first time you've been to that store).

Then, you decide to look on-line, at struts-r-us or something. You enter the 1993 Geo Metro LSI Convertible and they show a photo of the exact right part. You buy it, receive it, and it fits fine.

Question: Was the parts store right in charging a restocking fee?

By the way, this was for a friends car across town, and I did not have access to it to see if the store ordered parts were the right ones when I picked them up.
I believe they were wrong. They probably have to pay a restocking fee from their vendor, but they should argue that with them, not you. Assuming it is the wrong part, What was wrong with it? Did it just look different, ie aftermarket, or just plainly would not fit / work?

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post #3 of 20 Old 09-03-2013, 10:13 AM
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Stupid policy.

I have had a couple of stores try to pull that on me. In both cases I disputed the entire charge with the credit card company and got full value returned.

There was a time when most parts store guys were former mechanics or at least shady tree mechanics, same as the customers. Now most of them are one step above floor sweeper.

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post #4 of 20 Old 09-03-2013, 10:33 AM
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I would not have accepted that. It's their mistake. Did you talk to the manager or try another store. Regarding issues like these, I find that I get different information depending on who's at the counter.

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post #5 of 20 Old 09-03-2013, 11:28 AM
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They ordered the wrong part, their problem. If their computers gives the wrong info, their problem. If you give them the part number and its wrong, your problem.

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post #6 of 20 Old 09-03-2013, 11:47 AM
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At least around here that isn't the policy.
I special ordered a wheel bearing for a friends 04 explorer. I got it home and with greasy hands opened the box, ripped the plastic bag and went to put it on...the interior flange was too big. Best I can figure some 04s have a different knuckle..
So back in the box, back to the store and they take it back. The only question was why, so they could enter the reason in the system.
I had the old one with me this time so we went through all the huibs listed for 02 - 13 and found the right one. No extra charge and an apology from the store manager. He had come by to see why I was monopolizing one of the registers.
Advance Auto, ALL THE WAY! at least in these here parts
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post #7 of 20 Old 09-03-2013, 12:28 PM
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I agree... their problem not yours. I'd call the store and speak to the manager and if that goes nowhere call corporate.

@Jbolty- The parts peeps at my local Autozone also sweep floors.... but at least they know their stuff for the most part!

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Until you know exactly what is underneath the, well, not really sure what to call them...mistakes...it's hard to come up with a plan of action.
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post #8 of 20 Old 09-03-2013, 12:52 PM
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Originally Posted by Kuntryboy816 View Post
I agree... their problem not yours. I'd call the store and speak to the manager and if that goes nowhere call corporate.

@Jbolty- The parts peeps at my local Autozone also sweep floors.... but at least they know their stuff for the most part!
Maybe I used too broad a brush but around here most of them at the chain stores wouldn't know what a brake pad looked like if you handed it to them.

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post #9 of 20 Old 09-03-2013, 01:36 PM Thread Starter
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When this happened 2 yrs ago, I had just moved to Albuquerque, NM from Poughkeepsie, NY. I used Advance Auto Parts in Poughkeepsie as my first choice. Albuquerque doesn't have Advance, but they have PEP Boys and O'Reilly's that NY did not. This story happened on my first ever visit to any PEP Boys. I did talk to the manager. I told him I was new in town, buy a lot of parts, was looking for a new place to do so in Albuquerque, and this policy was not a good start for them. He didn't budge, so I've never gone back.

I went to O'Reilly's, which is now my primary store. I know I've spent well over $1,000 there in the past two years (just bought a $430 Magnaflow exhaust last month, Summit wanted $532). I even asked the O'Reilly's manager back then what their policy was on that scenario. He said he didn't care what the policy was for that, he would not have charged me anything.

This story popped into my head again today because I pass the PEP Boys all the time, and did again 20 mins before posting today. I get a 'pissed off' flash every time I see a PEP Boys sign.

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post #10 of 20 Old 09-03-2013, 02:47 PM
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Quote:
Originally Posted by JeeperDon View Post
When this happened 2 yrs ago, I had just moved to Albuquerque, NM from Poughkeepsie, NY. I used Advance Auto Parts in Poughkeepsie as my first choice. Albuquerque doesn't have Advance, but they have PEP Boys and O'Reilly's that NY did not. This story happened on my first ever visit to any PEP Boys. I did talk to the manager. I told him I was new in town, buy a lot of parts, was looking for a new place to do so in Albuquerque, and this policy was not a good start for them. He didn't budge, so I've never gone back.

I went to O'Reilly's, which is now my primary store. I know I've spent well over $1,000 there in the past two years (just bought a $430 Magnaflow exhaust last month, Summit wanted $532). I even asked the O'Reilly's manager back then what their policy was on that scenario. He said he didn't care what the policy was for that, he would not have charged me anything.

This story popped into my head again today because I pass the PEP Boys all the time, and did again 20 mins before posting today. I get a 'pissed off' flash every time I see a PEP Boys sign.
Had a similar experience, but worse (monitarily). Ordered a left side tie rod end for my 4 wheeler from kawasaki. they had to order it. Cost was around $80. Came in with the wrong thread (left or right, don't remember). Basically it was for the opposite side. They said they would not take it back because it was special order. They said at some point I must have swapped the tie rod and put it in backwards. They would order me another. I asked what would happen if it was wrong.

I left there and went to a local cycle shop and asked if he could order me a tierod end and brought both the right and wrong part with me. This is when I got really pissed. He had a set with both right and left hand thread for $15 dollars.

If anyone needs a right side tie rod end for a 2000 Kawasaki Praire, I have 2. $75/ea.

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post #11 of 20 Old 09-03-2013, 04:08 PM
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Originally Posted by JeeperDon View Post
When this happened 2 yrs ago, I had just moved to Albuquerque, NM from Poughkeepsie, NY. I used Advance Auto Parts in Poughkeepsie as my first choice. Albuquerque doesn't have Advance, but they have PEP Boys and O'Reilly's that NY did not. This story happened on my first ever visit to any PEP Boys. I did talk to the manager. I told him I was new in town, buy a lot of parts, was looking for a new place to do so in Albuquerque, and this policy was not a good start for them. He didn't budge, so I've never gone back.

I went to O'Reilly's, which is now my primary store. I know I've spent well over $1,000 there in the past two years (just bought a $430 Magnaflow exhaust last month, Summit wanted $532). I even asked the O'Reilly's manager back then what their policy was on that scenario. He said he didn't care what the policy was for that, he would not have charged me anything.

This story popped into my head again today because I pass the PEP Boys all the time, and did again 20 mins before posting today. I get a 'pissed off' flash every time I see a PEP Boys sign.
$1000 over a 2 year period is really not that much $$$,I generally spend that much between Napa and Carquest each month.They both will deliever parts to me place or where ever I maybe(within reason).

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post #12 of 20 Old 09-03-2013, 05:29 PM
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I work at advance, and we don't charge a restocking fee on anything. When we order something from the factory instead of one of our warehouses, we sometimes charge for shipping, but that's it, which unfortunately isn't refundable, but if it really was the wrong part, we would probably refund it, but that's a managers discretion situation. We pretty much always will return the part. Sometimes, the computer will have false information, though. For example, they say the newer Honda crv's take 5w20 and they really take 0w20 or 0w30 or something like that. It doesn't happen often, but it does happen.

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post #13 of 20 Old 09-03-2013, 07:50 PM Thread Starter
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$1000 over a 2 year period is really not that much $$$,I generally spend that much between Napa and Carquest each month.They both will deliever parts to me place or where ever I maybe(within reason).
Yeah, I'm in denial on what I spend. The $1,000 was a real low ball guess, and before the $430 for the exhaust. I also buy from Rock Auto when there is less urgency. NAPA runs a close 2nd for me to shop, depending upon availability.

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post #14 of 20 Old 09-04-2013, 06:38 AM
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That's why I pay for stuff that has to be ordered with a credit card, if something is wrong I can dispute payment. Only had to do it twice and the CC always sides with me.

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post #15 of 20 Old 09-04-2013, 06:40 AM
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They ordered the wrong part, their problem. If their computers gives the wrong info, their problem. If you give them the part number and its wrong, your problem.
I've been selling auto parts since 1979, and this is exactly right.

"It's better to have loved and lost, than to live with a psycho the rest of your life"
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