O'Reilly Auto Parts — Local services in Saratoga

I will start off by saying I love this location. Almost everybody here is knowledgeable, helpful, and efficient. This place has always gone over the top in helping me (i'm kind of a regular with my multiple project cars)

All except one guy. This guy always kinda looks like he doesn't know what to do next. He's very slow to understand and perform. doesn't quite listen, and I don't think he knows much of anything about vehicles. Its an absolute irritation when it happens that hes the one who goes to help me. I think he's been at this location since I moved to norcal, which has been 2 years.

My frustration today led me to rant on this because of my interaction with him.. He couldn't figure out to look for a part that I had ordered. I ordered 2 parts, an axle and a wheel hub. They didn't put it under my name. I know what the parts were, though. And i knew they had been delivered. rather than just going to look for them on their shelf where they place parts for pickup, this guy had me look up the part from scratch on the PC. our conversation:

him: Year? me: 93 Jeep Grand Cherokee 4wd ... ... him: Make? me: 93 jeep Grand Cherokee 4wd ... ... him: Model? me: 93 jeep Grand Cherokee 4wd ... ... him: 2 or 4WD me: 4WD. ... ...

We eventually get the parts up. he copies the part numbers, exits, goes to the orders section, looks up the part number and tells me: Looks like they got here, but isnt placed in you name. let me go see if i find them, Come back with an axle but no wheel hub. Then suddenly, "the wheel hub wasn't delivered yet" Me: "But they were both in stock and came from the same wherehouse" him: well its not here.

I can't do anything with 1 part. i need the axle AND the wheel hub.... so i buy the axle, and go to work empty handed.

as soon as i get to work (30 minutes drive) i get a call and recognize the number as this store. its him

'I found your wheel hub' me: so it was there, and delivered? Him: yeah. i found it.

...

This is a normal encounter. not an exception.

Like i said though, the rest of the store is awesome, hence...

My wife and I went in today to have a battery tested and charged that had failed on us. Our first visit was brief and pleasant - they took the battery and told us they would call within two and a half hours. After four hours with no call we stopped in to check on it and were told that it was a bad battery. I was then informed that we had previously been sold the wrong type of battery for our car and that we were very lucky it had not leaked; Good information to know but it's scary that they had previously sold us the wrong battery type. When I asked to have the battery replaced under warranty they told me it was impossible to replace without the receipt which I did not have on hand. Jacob was very helpful and attempted to look up the purchase in his computer system however when the manager Gerardo showed up he took a look at the battery and immediately called my wife and I liars and told us that there was no possible way that the battery we were returning could have been purchased at their store. When we insisted that the battery had been purchased at his location he continued to tell us otherwise. My wife and I were surprised at the rudeness and left empty handed and upset. On our third visit of the day with receipt in hand we were able to have our defective battery exchanged. Jacob was very friendly in helping us but Gerardo made no attempt to provide us service or apologize. Our overall experience was very unpleasant and although this is our local O'Reilly we do not plan on giving it any more of...

We have been a long time satisfied Customer. However, in very recent years we along with other people didn’t have a good customer service experience. Most of us are now older people so we can’t install lights or wipers as we are aging population. To my surprise the young lady who was waiting on us informed that she the manager & they are not obliged to install these parts. It was like “Take it or leave it.” This attitude was totally unacceptable. Even her tone was very impolite. We had never experienced such behavior at your Store. My past experiences were very positive & uplifting to see the young people working hard to work for Building Retun Business. Far a while we stopped doing business with O’Reilly Auto. I found out from other people that they had a similar experiences. But recently I stopped to change the wipers. This time a young lady came to help me who was totally opposite of my previous experience. She was more than happy to help me with a smile. And her manager also came to give her hand. And before I came to the store a nice young man spoke to me on the phone who promised me for a great service which I definitely received. I think the young lady who helped me is Amanda. I have already reminded my friend’s & families that Good Days are Back @ O’Reilly!!! Hope you do something with that unpleasant personality!!! She doesn’t...