AutoZone Auto Parts — Local services in Chino Hills

Issue: PM manager refused to exchange an item purchased online because he said he would lose $7.00 (that's the difference between the price online and in-store).

History: I've been going to this particular Autozone for 10+ years for multiple cars and motorcycle needs (if they have what I'm looking for). Every person I encountered as been at least neutral, if not pleasant. AM manager and staff have been pleasant in helping me with exchanges before with no issues, even if that required them to do a little more clicking on their computer. And I've thanked them thoroughly for their customer service. They are the reason I kept going back.

Background: went during PM. Recognized the staff that was working there, but didn't recall that PM manager. I ordered something online and wanted to exchange it. PM manager wouldn't allow it stating the store would be losing money. I spoke to corporate. They responded saying stores have to accept all products whether purchased online or not, but corporate can't force them to exchange items, though [it's in their best interest] to work with their customers. Which this guy didn't attempt to at all. There were multiple ways he could have ended the conversation to state the fact that the store was losing money, but he was willing to work with me and he would have still kept my business. I would have learned a new policy that I wasn't aware of before. I would have appreciated his help and knew better in the future. INSTEAD, this PM manager said "it's unfortunate [that you ordered the incorrect part and now want to exchange it], but the store would lose money." For everyone's information, it's $7.00 that the store would have been "losing".

I've been going there for 10+ years, with the rewards history to prove it, getting parts for, my now 2nd car and motorcycle. Lost my business, just like that, for a mere $7.00. Lost my business entirely, because I don't want the chance of walking into that store and running into that PM manager or knowing that he would be profiting off my business and the other referrals I bring with me. I'm willing to go to a neighboring city's Autozone instead, for managers and staff that understand the value of customer loyalty rather than bickering over $7.00.

3 stars is for the other amazing staff, including the AM manager, otherwise it would have been a 1 star for the PM manager putting his wallet before...

I went to the chino hills pkwy location, this autozone is different than the locations I usually go to ( I live in san Diego) they do not greet or even acknowledge you when you enter the store....even with 2 employees in eye sight when I walked in. So I started looking for 1 of the items I needed, however I couldnt find what I was looking.... so I finally went over to the 2 employees engaged in a personal conversation (maybe they didnt care for the interruption? But I felt I had waited long enough for them to finish talking about the autozone locations in Ontario!) "Vince L." Was the employee who made eye contact with me so I asked him for help. Vince L. Looked dumbfounded when asked(which was funny because the clerk at the parts store I went to after I left that location, was able to immediately answer my question and take me right to what I needed!) A few minutes later Vince L. Walked up to me, and "pretended to attempt to help" at that point I answered my own/initial question...and told him there was a sign next to the items that helped me with said question (he seemed/pretended to be a manager he should know what kind of signage with information us in the store!) Its sad that machines are replacing human's in most businesses....but Vince L. Is the prime example of why it seems to work! I would say this location has poor customer service, but there was no customer service to even rate! I'd say unless you want to pretend your an autozone, and do all the work yourself...... dont go to this location! I know I wont return to this...

Today I went to buy coolant fluid for my car. after I told the car info to the sales, he checked computer and brought one and tell me it's what I need. I asked are you sure it's the right one. He confirmed it is right. and he even point outside stick paper said look, here it is your car brand.

so I add it to my car. Later, I used cell phone to double check on autozone.com. I can not believe what I saw. it clearly showes it didn't matching my car. the right one is out of stock.

so I drive back to store immediately. the sales and another young man looks like supervisors heard what I said. He immediately issue the refund to me. and said it's your personal matter to add to your car. it sounds it was my fault to use wrong product. He double checked computer after I show him it's wrong one. His system shows there is no available product .

I was so sad for their attitude of their mistake. when I was ready to leave. The young man said happily and unseriously " are you happy now" it looks like he gave me refund is gift. From beginning to end both of them didn't say any sorry or let me feel they are sorry for the mistake.

Bad experience, I won't go to this store any more. Be careful and double check after...