NAPA Auto Parts - Hometown Auto Parts - Cortland — Local services in Cortland

An unfortunate review. I've done business here countless times, mostly with Kerry (who is great!).

Today was a different story. I purchased a napa brand marine/RV battery for sump pump back up two months ago and unfortunately it needs replacement. I called to ask the process and supplied all information such as date stamp. They stated I needed a receipt (which I did not keep). I was not told that I would need it for warranty on battery. The gentleman continued to repeat the same thing and I explained I just purchased it two months ago. Then I'm placed on hold abruptly. Different employee gets on and asks how he can help me... I explained I wasn't sure, and shared above stated. He tells me I need a receipt and continues back and forth. Placed on hold abruptly again. Different employee gets on the phone and asks how he can help. At this point it feels like who's on first or episode of Punk'd. Then I'm told well we first would need to test the battery. I explained I didn't have the receipt and asked how we can remedy this and he continues to talk about they would need the battery to test but states without receipt no exchange could be made. I show up (heavily agitated) at this point and show my bank statement, provide exact amount and date of purchase. An employee then says oh that helps, I'll print you a new receipt....

Why? Why was this not communicated over the phone? Why was I never asked or told I'm going to place you on hold or get another associate to assist. Instead it turned into a fourth employee trying to belittle me for not saving all my receipts when I showed up.

Very poor customer service and communication.

I don't recall all employees involved, one was Charlie (yelled at me by saying he's been in the business for 29years and always need a receipt) one was stocking and said hes 65 and saves all his receipts - even offered to take me to his house and show me (strange). One was the owners son (Collin?)who at first was nice and I'm sure is but in the mix of all this became very short when I asked for the owners information, resulting in him sternly saying "no, I'm going to call him right now" (he never answered). and the fourth I forgot his name but was the most reserved and non confrontational (kudos to him)

I did not get an apology or any sencirity at all. Even at time of call confirming battery is dead and needs replacement Rather I was treated...

It is a shame I can only put three stars because of the fact that they could not get the alternator that I needed for a Ford motor. The fact of the matter is the man that took care of me tried in Earnest to get me what I needed and made sure that he did not order something that would not fit. The store look like it was very nicely laid out but I couldn't shop around for I was interested in one thing that day. I ended up having to rebuild the old alternator. But I would have no hesitation on going back...

I love all the guys at this particular Napa! They are always there to help out any way they can. If they don't have something in stock they'll have it later that day or the next day. The new owner is cool and seems to really care about...