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Complaint Details
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Initial Complaint
04/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Order# ******** 4/20/2024 i ordered a caliper for my car through NAPA online store because it showed the NAPA store in Swanton Ohio had the part I needed ( it showed 2, by different manufacturers with the caliper that would fit and it showed in stock.) I made the purchase online and went to pick up. Only to be told it had to be ordered and wouldn't be in till Tuesday. I asked if they had the other caliper in stock that online inventory showed they said no. I asked to have them refund the purchase and the 3 men at the store said I would need to talk to the owner **** about a refund because they didn't know how to. Tuesday I received an email stating the item was in, I was working, a few hours later I received an email stating my order had been picked up! I called the store the employee said sometimes the system releases them on its own I asked about the return he again said I neeed to talk to the owner. I asked if the owner could call me. **** called me (the owner)and advised I could return but would be charged a 5% restocking fee. NAPA online return info, nowhere states a 5% restocking fee, and **** said it is 5% of the total cost including the core charge of $165.00. **** stated he could not remove this fee I would need to contact NAPA to remove the restocking fee. Again no info on napa stating a 5% restocking fee and I asked to cancel an hour after purchase I did not ask for anyone to order it nor was I called and advised it would need to be ordered, as the caliper I ordered and another was showing as in stock through NAPA website. This is an erroneous fee that is not mentioned on NAPA's websites I called NAPA received Reference # INC6478047 the representative I spoke to also stated she did not know of a restocking fee charged when a part is ordered and returned. Not sure if this is a rule **** made up but I refuse to pay for them to not do heir job properly.Business response
05/05/2024
Customer was given a full refund.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.