Business Profile

New Auto Parts

O'Reilly Auto Parts

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Better Business Bureau has received complaints against O'Reilly Auto Parts. Complainants allege they were sold incorrect parts that subsequently damage a vehicle and the company failed to pay for consequential expenses such as hotel bills, difficulty obtaining a refund, and poor customer service.

Complaints

This profile includes complaints for O'Reilly Auto Parts's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

263 total complaints in the last 3 years.
71 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order for a Master Brake Cylinder for my Truck. It said the part had to be shipped from the hub location and it would be here 02-14-2025. I paid for the part. It took the money from my card. It gave me a confirmation number. Gave me shipping information. I check today 02-14-2025 to see shipping status and it says my order has been cancelled. I call the store and the moronic employee tells me he can't even look up my order. I call the Corporate number and the lady tells me they emailed me and there's nothing she can do for me. I'm left without a part, without fixing my truck and now have to search somewhere else to wait another week for a part I should have had today!!! I'm NEVER TRUSTING ********* EVER AGAIN!! THEY JUST LOST A LOYAL CUSTOMER!!
Business Response
Date: 02/14/2025
We received the customer's order Sun, 2/9/2025 at 4:37:20 PM for *** WC37784 BrakeBest Brake Wheel Cylinder and *** 10-2351 BrakeBest Brake Master Cylinder - Remanufactured. The *** 10-2351 BrakeBest Brake Master Cylinder - Remanufactured was out of stock and the part was canceled Monday, 2/10/2025, at 8:18:13 AM. The system generated an email that was sent to the customer making them aware of this Monday, 2/10/2025, at 8:18:13 AM. When the *** WC37784 Brake Best Wheel Cylinder was shipped later that same day, the system generated and sent another email making the customer aware of that Monday, 2/10/2025, at 5:28:27 PM. The customer then called us today, Friday, 2/14/25 at 09:56 AM stating they received one item but not the other and had no communication regarding it. Our agent explained what had occurred to the customer, and provided information on the emails the system sent to them. She offered to call the customer's local store to have them see if they could order the part in for the customer, and the customer would just have to pick up and pay in store. The customer called the employee a derogatory name and hung up on her.
Initial Complaint
Date:01/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Wrong auto part was sold to me when I stated that I was told they would order the correct part. I waited 10 days and again wrong part. I paid a mechanic $220.00 for labor. ORiellys called me said and my part was in January 31. Drove there for the part and was told by management that there was nothing more they could do for me this being AFTER they told me my part was in! I was mad about the inconvenience I was put through. Its their fault for ordering the wrong part to begin with. Its the wrong clutch cable kit for my 2000 **** Mustang 3.8 liter. Now they want me to pay my mechanic AGAIN to remove their cable before I can get a refund. How am I supposed to drive once removed? Pay again $220.00?? What kind of service is this? For further information needed please contact me: ****** ******** phone number ************. Only PART of the clutch worked. Wrong quadrant wont fit my vehicle.
Customer Answer
Date: 02/13/2025
The part is in regards to a **** mustang shifter cable and the kit. I put it on, one part was no good being the wrong size. A garage that we were working with told us this. We tried to get the part replaced but they said they need the kit to be returned. We will be providing a copy of the receipt over the weekend.
Business Response
Date: 02/13/2025
Our store manager had to outsource an Aftermarket part to get a quadrant that was metal (not plastic). Car is 25 yrs old, and our kit would keep coming with a plastic quadrant so the Store Manager and District Manager had researched to find the customer what he wanted. They found one from a company called Steeda and placed the order. Customer does not want the plastic. He does not have the *** part to match it up. Catalog says that the part we sold him are correct. We don't know what he had in there originally. The parts all match with cobra and customer wanted metal and wanted the best of the best. It did not go into factory Mustang. *** is obsolete. *** part is only for Cobra models of the Mustang. Design has not changed and fits 86-2004. Store Manager got with District Manager and they found OSP (outside purchase) and ordered it. Customer visited store 1/31/25 wanting to return. Customer has cable and everything else installed so he cannot do a return. He does not want to return the kit. He has to have mechanic remove it and return the whole kit for us to assist. Customer only expressed wanting a quadrant. Started with *** ***** and Store Manager let him keep it but if he wants a refund, he will need to return the *** and OSP. The customer's mechanic also installed the **********************, despite saying they don't fit. The mechanic would be the last line of defense to make sure the parts installed are correct for the vehicle. If the customer wants a refund on the **********************, all ********************** will need to be returned to our store.
Customer Answer
Date: 03/05/2025
******** told me that the Quadrant Clutch Cable kit for my **** Mustang would fit. When I went to have it professionally installed by a licensed mechanic they told me the cable was to long and the Quadrant would NOT fit my vehicle. So I contacted ********** and told them the Quadrant was wrong it didn't stated by the mechanic and I wanted a metal quadrant because I paid for a Metal one. They got me a metal one and when I took it to the mechanic it was STILL the wrong part. Contacted ********** again and explained that it was the wrong one That's when I was told I needed to return The Whole Kit which would have cost me $250.00 and left me with no transportation. I recieved a call stating they found the right Quadrant and told me to bring the wrong Quadrant up for an exchange. When I went up there they just told me there was nothing they could do for me and to keep the Quadrant that is useless to me. Total waste of my time and money for a kit that didn't fit my car to begin with!!
Business Response
Date: 03/07/2025
We are happy to assist with a refund for the customer. If the customer wants a refund on the **********************, all ********************** will need to be returned to our store.
Initial Complaint
Date:01/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an auto part costing $290 at on of Oreilly store on highway 146 in *******. I returned it at another on *************** a month ago because I was in that vicinity. I had not seen my refund back on my credit card so I decided to go to the store to check about that issue . On arrival there the manger checked the system and she told me to check with my bank because the credit was issued. I told her that is not the correct amount. She told me why I did not return it to the other store. I told her that I was told I can return it to any store. She was very rude and lacked managerial and leadership qualities. She was very belligerent with me. She told me that the tax there is 6.25% which is not true . The tax ther is 8.25%. I told her the balance was supposed to be adjusted according to reflect what I paid . How can I pay $290 and receive $276; this is theft. She just walked away from the desk when I tried to ask her for the district office number. She just pointed to the door. I called the office twice today and there was no body to answer the phone. Well ; this is an act of theft and who know how many customers have been victims of theft by this auto parts company. I will have to take this to social media. I will not buy any more parts or anything from this band auto store again. Only the parts that I have previously purchased with warranty. I can warrant out . Apart from that they will not be getting my money because of that manner in which I was treated by this manager and the stealing of my money.
Business Response
Date: 01/31/2025
The customer purchased a filter box (DOR ******** on invoice 4899-400988 November 4, 2024. The part was $259.99 with $21.45 in tax for a total of $281.44. The customer returned the same filter box (DOR *******) on invoice 2071-253326 November 12, 2024. The part was $259.99 and the tax returned was $16.25 as this store has a different tax rate than the one the part was purchased at, for a total refund of $276.24. This is a $5.20 difference in sales tax. I will forward this to our District Manager to review and contact the customer.
Initial Complaint
Date:01/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 22, 2025, I purchased a set of windshield wiper blades for a 2008 **** Escape from an employee named Vervel at O'Reilly Auto Parts, located at ****************************************. The total cost was $34.22, which I paid using a credit card. Vervel assisted by looking up the correct part number for my vehicle.On January 25, 2025, I attempted to install the wiper blades, only to find that they were the incorrect ones. I returned to ******** on the same day, where the staff confirmed the blades were incorrect. Vervel (or possibly Vernal) was there but did not remember me.****, another employee, helped me by looking up the correct part. He did a thorough job of sorting through the options and found the right one. However, since I didn't have a receipt, they attempted to locate the transaction using my phone number. They were unable to find it, even after searching for about 10 minutes. They informed me that there was nothing more they could do.Once I returned home, I checked my Discover Card account to confirm the purchase date and amount.
Business Response
Date: 01/30/2025
I called and spoke to our Store Manager **** after locating the customer's purchase invoice of *********** 1/22/25. Customer can take the two incorrect wiper blades back to the store and we will refund them.
Customer Answer
Date: 02/02/2025
I took the wipers back to the North store. asking that ******** pay for the gas cost to return them, when they should have taken them at the ***********, but wouldn't.
Customer Answer
Date: 02/02/2025
Complaint: 22857597

I have reviewed the business' response and am rejecting it because:
I wasn't asking for a return at the *************/********* **********. I took the wrong wipers the **** Road/********* ********** gave me and took them to the ************ for a refund. I need from corporate a refund for my gas money for driving out of my way to the ************

Sincerely,

***** *****
Initial Complaint
Date:01/21/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an issue starting up my car. In June of 2024, I got a replacement battery from O’Reilly and a two-year warranty for the battery. On the 10th of January, my car would not start again, so I wanted to make sure it was not the battery. I took the battery to O’Reilly to test the battery. If the battery was malfunctioning, I could have replaced it there for free. An employee tested the battery and told me it was working great and gave me the number of a local mechanic to have them check out the car. I ended up having to tow the car to a mechanic for $125. The mechanic got back to me 3 days later and notified me that the car issue was with the battery and that it needed to be replaced. The mechanic used the warranty to replace the battery, but charged me a $50 service fee to install it. Had the employee on the 10th given me correct information that the battery was not working, I would have been able to replace it and install it myself. Instead, I had to pay a total of $175 in order to resolve the issue. I seek monetary reparations for the unnecessary expense.
Business Response
Date: 01/25/2025
I will get this to our District Manager ***** *or review. We will need a copy of the repair bill and statement from the mechanic showing what the issue was, what caused the issue and the cost of repairs, as well as the receipt showing payment to the mechanic.
Business Response
Date: 02/07/2025
I will forward the attachments to the District Manager for review and they will reach out to the customer.
Business Response
Date: 02/19/2025
Our District Manager spoke to the customer on January 27, and the files the customer sent via BBB 2/7/25 were sent to the District Manager on 2/7/25 with a request to contact the customer. I have forwarded everything to our District and Regional Managers again today requesting they call the customer as soon as possible.
Customer Answer
Date: 02/24/2025
Complaint: ********

I have reviewed the business' response and am rejecting it because:

As of 2/24/25, I still have not received any correspondence from the business. Please message me on this platform, send an email, or call and leave a voice message if I am unable to pick up.

Sincerely,

******* ********
Initial Complaint
Date:01/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 01/17/2025 I called in to order a part at ********************************************************************** and was told it would be there later that day. I came in around 06:00 pm and paid for the part $49.66 plus tax. When I left the store and reach about 5 minutes from the store and I looked at the part and saw it was a used part. I made a u-turn and came back and told ******* that the part is used and I cannot install a used part, I need them to order a new one. She said she will order a new one and it will be there on 01/18/2025 around noon. I called back around noon and was told the part did not arrive and to check back after 5pm. After 5 I called and was told she never ordered the part. I then went up to the store at asked for a refund and was told that there was no manager to give a refund and I will have to return on 01/19/2025 for the refund. The associates there did not understand what ******* and why she did what she did. Apprently she had committed fraud and lied and they did not know how to undo the mess that she made. I needed that part before sunday, so I called around and got he part for Advance Auto Parts. I came back on 01/19/2025 as instructed and again I was refuse a refund because ******** still could not figure out what ******* and done to undo it. My wife then called the corporate office a few minutes later and the lady she spoke to said that the district manager will be giving her call back either on 01/19/2025 or on 01/20/2025 inregards to getting my refund. To my surprise no one called be back. So not only does ******** have there part they also have my money and refusing to give me a refund. I'm an innocent part to ******** fraud and deceptive actions, but me as a customer is being penalized for her actions. All I want from ******** is my money back and they can handle ******* fraudulent behavior on there own time.
Business Response
Date: 01/22/2025
I called the store and spoke to our Assistant Manager Osi. Customer can go in to the store tomorrow, July 23 and Osi will refund him for the part.
Business Response
Date: 01/22/2025
Correction, customer can go to store tomorrow, January 23.
Initial Complaint
Date:01/13/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So, my mechanic and I went to ********* Auto Parts at ************************************************************************** to purchase several things to get my brake line and hoses repaired. I bought everything I needed without incident and used my Mechanics account to make the purchase using my debit card. Well, we didn't need the hose that was bought or several other parts that were bought somewhere else. So I went to the same store on Sunday to return the brake hose and the guy there tell me that he can't make the return without a ** Number. I was beyond confused because why would my mechanic tell me to return the things if there was going to be something needed. The guy basically told me if I dont have a ** Number I can't return the brake line. So I called my mechanic afterwards and he said there is no ** Number and he only uses his account. I asked the guy at the store about the account and he was insistant about the ** Number. If a ** Number is not needed, why is it so difficuly to return something purchased. Needless to say, I never could return the brake hose and will never walk through those doors again. Very bad first experience. The guy wasnt very nice anyhow and didn't seem like he wanted to help me in the first place. BrakeBest Brake Hose BH620470
Business Response
Date: 01/15/2025
I called and spoke to our Store Manager *****. She verified the account does not require a PO or purchase order number. Customer can come in with part, receipt and card used for purchase and Store Manager will get him refunded for the unused and unneeded parts.
Customer Answer
Date: 01/18/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. It's not really a resolution, because I can go back and they can tell me the same thing again. So, I am printing out the response and heading to the same store to make my return. However, this matter should have resulted in someone having to answer for the treatment of customers and being repremanded because this is not even close to good customer service. If I have any other issues while trying to return this product, I will reach back out to someone with my concerns.

Sincerely,

******* *******
Initial Complaint
Date:01/06/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today 1-5-2025 my girlfriend went to this store and showed Assistant Manager ***** a picture of an emission cleaner for her car and ***** sold her one for diesel car and she used it on her car and damaged her car greatly. Can no longer runs and damaged the engine which would cost well over $1000. Repairs will be very costly and we dont have the money to repair it especially since it was not our fault. My girlfriend ******** went back to confront the assistant manager and he agreed that he made a mistake but told us that we have to pay out of pocket and sent them the bill and it would take 3 months for a refund. It is ridiculous to pay for their mistake. I personally went back to confront ***** but he was not there. The employees there agreed that ***** made a mistake and asks us to come back and talk to store manager ********** We want them to be liable for their mistake and find a proper solution to our problem but not going to wait 3 months
Business Response
Date: 01/06/2025
I will get this to our District Manager **** ******* and have him call the customer to discuss what next steps will be.
Customer Answer
Date: 01/11/2025
******** has repaired my car. I am very satisfied with result. Please close case. Thank you so much for helping me out.
Initial Complaint
Date:01/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a golf cart battery back in June 2024 that was suppose to be a 12 month battery. Two month later I had to replace the battery because it was no good. They issue me a replacement battery and I find out that they gave me a receipt in the wrong name. I ask the rep. ** please make sure and put in correct name. He assured me that he did. In December I had to take the battery back again because it was no good. At first I was told that I would be able to get a new battery once approve by manger. I called back and they refused to give me a new battery or a refund. They still had my battery under someone else name. All I want is a refund for my battery. I would appreciate your help on this matter.
Customer Answer
Date: 01/02/2025
This is the image
Customer Answer
Date: 01/03/2025
Attached is the receipt from *******
Business Response
Date: 01/05/2025
The customer purchased a SSB ***** battery from us 6/29/24 on invoice 4715-212194 under a commercial account. The battery the customer purchased only has a three month warranty, which expired 9/29/24. The battery was warranty exchanged 8/5/24 on invoice 4715-218384 under the same account. The battery cannot be warranty exchanged or refunded as its warranty expired 9/29/24.
Customer Answer
Date: 01/06/2025
Complaint: 22754184

I have reviewed the business' response and am rejecting it because:when I purchased the battery they made a mistake and put it under a commercial account. That just shows how they are lying about everything else. I call their attention to the wrong name on receipt when I got a replacement battery in August and I was told their will put it under the correct name and that I had a one warranty on my battery. Ma or *** I want justice for my battery. Who would purchase a three month battery. I know I would not if I was told that. I would like a credit back on my credit card so I dont have to deal with this company anymore in the future. All theyre doing is lying.

Respectfully

Sincerely,

******** ******
Business Response
Date: 01/06/2025
The battery, regardless of being under a commercial account or retail profile carries the same three month warranty. We are not able to warranty the battery any further as it is outside of its warranty period.
Customer Answer
Date: 01/06/2025
Complaint: 22754184

I have reviewed the business' response and am rejecting it because:There must be something the Better Business Bureau can do to make this business refund my money. All they are doing is lying all the way around about what I was told about the one year warranty. Your assistance in this matter would be greatly appreciate.

Sincerely,

******** ******
Customer Answer
Date: 01/06/2025
I dont want this case close. Please send to upper management. This company *** me a refund due to the fact that i purchased a one year battery. You all should not take up for this company. I wouldnt every purchase a three month battery by know mean. Please consider my concern. No resolution have been made.
Initial Complaint
Date:12/27/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I purchased front and rear rotors from the ******** on **********************, and today I went back because they gave me the wrong sizing. The manager whose name I believe is *** or ******* was extremely rude and disrespectful to me. He insulted me and I gave him attitude and then he returned the rotors without my permission. After trying to retrieve my rotors back. He then proceeded to Punch me in the face without hesitation. This is a man with no morals or any sort of customer service experience. He does not know how to do his job correctly and the way he presented himself was very sluggish, uninviting and purely disgusting. There needs to be action taken against this adult because he has no place in customer service. There are cameras everywhere at the store, and I tried to contact police but they did nothing. I have called corporate and there needs to be some sort of action taken against this putrid person. He went against all codes of conduct and your code of business and ethics, and if he is able to get away with this ***** free without termination that would be outrageous.
Business Response
Date: 12/29/2024
Customer called our ****************************** Friday, December 27 at 1609 CST. This information was sent to our District Manager to look into and address. Our field management does not work on the weekend and will look into this as soon as possible. We cannot guarantee termination nor will we be able to discuss disciplinary action with the customer. Customer reference number for the call is 241227-000852
Customer Answer
Date: 12/30/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** *****

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O'Reilly Auto Parts is NOT a BBB Accredited Business.