AutoZone Auto Parts — Local services in Vernal

I recently had an incredibly frustrating experience at the AutoZone location in Vernal when trying to exchange a defective brake drum purchased online. I came in with the part and a digital receipt, yet when I spoke with the employee helping me, Thomas, he claimed that my purchase didn’t appear in my account’s warranty section. Despite having clear proof of purchase, he told me there was no way he could help.

When I asked what the next steps were to resolve this issue, Thomas, without any hint of apology or concern, bluntly stated that I’d have to wait over the weekend until his manager returned. This response was infuriatingly unhelpful, especially since it seemed to be an issue with their system, not mine. When I asked if there was a corporate support number I could call to address the problem, he just scoffed and dismissed me, saying he didn’t know of one. It was clear he had no interest in assisting further.

Refusing to accept this, I found the corporate number on my receipt and called right there in the store. Thankfully, the person on the phone was far more professional. He acknowledged the purchase, confirmed I was eligible for a return or exchange, and explained it was an issue on their backend system. While he couldn’t fix it immediately, he submitted a ticket on my behalf. Thomas, however, smirked as I left, making it clear he found the whole situation amusing.

About an hour later, I received a call from a representative who seemed to be local. He was genuinely apologetic about the inconvenience and assured me that if I returned to the store that evening or the next morning, he would personally ensure that the exchange was taken care of. He even provided a specific name to mention at the store.

The next morning, I went back in, only to encounter Thomas once again. As soon as he saw me, he rolled his eyes and acted as if my return was a personal annoyance to him. I explained the call I had received and mentioned the name I was given, only for Thomas to mockingly repeat the name multiple times, even laughing with other employees as if this was some kind of joke. His blatant disrespect was infuriating.

I attempted to call the representative who had contacted me, but it turned out there had been a misunderstanding—he was from a different location and had thought I was in a different area. He apologized and promised to reach out to the Vernal store to resolve the issue. After yet another trip and dealing with Thomas’s condescending attitude, I finally got my defective brake drum replaced. The entire ordeal was exhausting.

While I understand that technical glitches happen, Thomas’s dismissive, unprofessional, and mocking attitude throughout this process was unacceptable. At no point did he take responsibility or show any empathy, even when he saw how frustrated I was. It was clear that he didn’t care about helping me at all.

Due to this experience, I will not be returning to the Vernal AutoZone location. A little professionalism and basic customer service could have prevented all of this, but Thomas’s behavior has left me with no desire to ever shop...

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