"Was charged more at the store than the online price even after I supplied a AITA discount card. Over the years I've spent several thousands at NAPA. No more after this most recent BS. I'll use Rock Auto where there's no pricing disparities."
"I found the parts I needed at NAPA Online and accepted their offer to sell them to me on September 20, immediately receiving an email confirming the details of my order. On September 22, I received their email stating the following: "Thank you for shopping on NAPAonline.com. We apologize for the delay in contacting you about your order. Unfortunately, the items you ordered are not available at this time. They are on factory back-order, and we do not have an estimated delivery date. Your order has been cancelled, and you will not be charged for the item." They didn't even have the courtesy to specify which items were unavailable, they just unilaterally cancelled the entire order with no further communication. Meanwhile, today, September 23, the full amount of this order is still being held by my bank as a pending transaction. This means I don't have access to these funds in my own bank account, because of the grossly incompetent business model of NAPA Online! There are far, far too many reputable competitors with actual, legitimate offers of sale than to ever go through this again. DO NOT DO BUSINESS WITH NAPA ONLINE!"
"Don't order from Napa online. There are many other stores that have efficient modern systems to get you what you need. I recommend a particular one that has a bright orange logo, Starting with the word Auto. They have better prices and a simple modern system. When a company does not have an item in stock, their system will generally reflect that and this is not the case with Napa Online. I ordered a part from another large well known online parts store and it was shipped and at my house in about 3 days. When you order something it is generally boxed and shipped within two days. I placed an order on the 20th and kept checking the website for status which continually said "picking". Finally on the 26th I sent them a support ticket and they got back to me saying the following.
"Hello, Thank you for shopping with NAPA. We’re sorry to report that we are unable to fulfill your order due to no stock on this item. "...
"Thank you for shopping on NAPAonline.com. We apologize for the delay in contacting you about your order. Unfortunately, the part you ordered is not available at this time. They are on factory back-order, and we do not have an estimated delivery date. Your order has been cancelled, and you will not be charged for the item.""
"The Napa in flagler Colorado is one of the worst in the world as far as customer service. I called them with questions regarding a "Cummins" engine and Brian, cussed at me ( dropping the f-bomb) on several occasions, telling me that I didn't know what I was doing or talking about. I hate to talk bad or complain about such a great franchise, as great as Napa's over one incident, but the verbal abuse I received was quite severe.
Hopefully he can take a " Customer Service" course and treat older people better."
"Don't order from NAPA online!! Placed an order with them - got approval of the order, later received a confirmation of the order and order number, waited a week, no parts; went online to see what happened, and my order was cancelled. Called them, they said that I didn't confirm my order. Basically, tough luck."
"I needed a seat cover for an OLD military truck. NAPA had it in stock as a regular item. Ordering was quick and painless. Now the seat looks better than new. I just love those old saddle blanket seat covers."
"If I could give 0 stars for this review, I would. Their customer support is a joke and do nothing to try and fix their own problems. They don't answer the phone or respond to emails. If they do respond to an email, it will be at least a week later, probably too late to resolve any problems. Never buy from NAPA online!"
"Online order service is pretty much worthless. I needed a fuel pump which a local store said they could get by next day if I drove 1/2 hour and paid $170 upfront. I found that I could order online to be sent to that store at no charge and it was in stock. Got an email that my order was successful. Called the store and they told me that MY order would take 5 days and the pump they said they could order overnight was no longer available. So within 15 minutes did someone buy "my" pump? Or did I buy the pump online and they see it as not available? Or does the store not know their own system? No one knows and the online order system helpline tells EVERY CALLER to LEAVE A MESSAGE and they’ll get back to you!"
"I am a big fan of NAPA auto parts, but their online service is terrible. I ordered3 u-joints, all the same part number. I received 3 u-joints all same part number on the box but two of the three u-joints were not the same NOT EVEN CLOSE! Obviously, someone had repackaged the wrong parts in the wrong boxes. That stuff happens sometimes, I understand that. What made me angry is they charged me $8.00 shipping to return the wrong parts. The deducted it from the amount I originally paid. I figure it is a cheap lesson to learn not to deal with NAPA on line again. I will still buy from their stores in person. "
"First let me say I love NAPA's stores and their parts, only use Autozone and the like when I need too. That being said their online system could not be any worse! Ordered a carb rebuild kit online because my local retailer said I would get it in the same amount of time as if they ordered it, but it would come directly to my home, so I jumped online. I found the part right away. Their search is excellent with great pictures that certainly help when dealing with classic (old) vehicles that may or may not have the part that it should. So I placed the order at 5:26 pm, missed the shipping deadline for the day so I expected it to go out the next day. Status online did not change so I called customer service, like all others I just got a message on each call so I finally left a message, still waiting for that return call. Sent an email when I did not receive a call back, still waiting for a return message. 2 days after the email I got a shipping "confirmation" but cannot track the package and still have not received it 2 weeks later. Customer support will not talk to me, they refer me back to online service which I now believe to be manned by elves at the North Pole who must be busy getting toys ready for Christmas. I finally ordered the part from someone else and received it promptly. Not holding out much hope of ever getting my money back from these jokers. Too bad too, I now have to find somewhere else to get my part. I will not deal with a company that allows this to continue."
"Absolutely cannot recommend. The part you order online may or may not be backordered but there is no way to know this. Most parts companies will notify you that the part you want is not in stock before they take your money. Napa will not! Be warned! If this is the case they will not tell you until you call wondering where the hell your part is. Good luck with this also as they do not answere the phone often. You can leave as many messages as you like. It is doubtful that they will call you back. I haven't gotten a return call. They are not very good at replying to emails either. I did receive a cryptic email regarding the status of my order. They used a couple of accronyms that don't appear to apply to my order. This is coincidentally how I found out my part was not in stock. Once I learned of this I called customer service and was lucky enough to actually talk to a representative. The rep told me that they didn't have the part but the manufacturer would get it to them in one day and they would ship the part to me the following day. This has not happened and to date it has been over a week since I ordered the part and it has yet to be shipped. So if you're lucky enough to order a part that is not in stock, the service will not be prompt and you will be lucky if you get the part in 2 weeks. Side note, Autozone can get the same part for me in 3 days. I don't prefer Autozone for much but it appears I made a mistake using Napa this time."
"Ordered a head gasket set for my pickup. Was shipped promptly, arrived in a timely manner, and was the correct part number. I have no complaints with their service, and I'll probably use their on-line service again."
"Great experience here. There was a delay on my order but they let me know they backordered the parts and asked if I wanted to wait. I said yes and a few days later, I got an email saying the order shipped. The packaging was great and the support people I traded emails with were great as well. "
"I ordered 2 common brake parts on 3/30/10 from napaonline.com. I did not hear anything about my order shipping for two weeks, at which point I called to find that, as in a previous review, they have nobody taking calls. It seems all calls only go to their voice mail, even during business hours. I emailed their customer support telling them to cancel my order immediately and within a couple hours I got an email saying my order shipped and they immediately charged me. A week later and I don't see anything. Two weeks later and still nothing. I check their site, which has a "track" button you can click for your order - of course it leads to a page saying no tracking information available. I email them again after this, week 4, and tell them to cancel the order and refund my money because it obviously has not even shipped. No response. It has now been 4 weeks and I'll be contacting the BBB next week if this hasn't been resolved.
Don't use this site, seriously. Scam artists."
"Napa Online sent the wrong part, stalled and delayed its return, two months on has not refunded the money, and responds poorly to contacts, when it responds at all. Its Customer Service phone line takes only voice mail messages, even during its stated business hours. And those voice mails are never responded to.
When Napa Online sent the wrong part, I followed the instructions on the invoice, which directed me to a non-existent web page (www.napaonline.com/support/return.html). The invoice explicitly gave me the option of shipping the return directly, or "You may take your return (with invoice) to your local participating NAPA AUTO PARTS store." In either case, you had to first obtain an RGA (Returned Goods Authorization number. No phone number was given. I wrote the e-mail address provided several times and received no response. I then went on www.napaonline.com and used the automated "contact us" section, asking for an RGA and saying that I wished to return the item locally, since the box had been damaged in shipment and was no longer useable. I received an e-mail telling me I should really ship it instead and promising a UPS label to be forthcoming. I responded to the e-mail, but both addresses in the "From" line (****@**** on behalf of ****@****) were bogus and the e-mail bounced. Going back to the web site, I again asked for an RGA. I was sent a link to a UPS label. The link was broken or bogus: the UPS web site said no such label existed. Again e-mails to Napa Online. Again, ignored. Finally a response. Again my request for an RGA was ignored and a UPS link provided. This one worked, so in exasperation I bought a new box and used the label to return the product. That was on 27 November. A month later, no refund had been received. I sent several e-mails enquiring into the status, but received no word other than an automated response promising that a customer service representative would be in touch. None has. During this time, I repeatedly tried to contact them on their Customer Service line (1-***-***-****). Even during their stated business hours, the phone reached only a recording inviting me to leave a message and someone would get back to me. Despite dozens of messages left, not a single one has yet been responded to.
As of 11 January 2008, no refund has been received. Napa Online's e-mail responses were always slow and sporadic; since I shipped the item back, they have ceased altogether. I cannot get anyone in the company to speak or correspond with me now that they have their merchandise -- and my money -- in their control.
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