Autozone Customer Service FTW

[Brandon Gatz]

After sending in this letter on Sunday, I received a call today from the District Manager who's sending me 6qt of M1 EP as a token of apology. Awesome.

I purchased a battery yesterday for my 2000 Volvo V70 AWD. Today I discovered that I was given the wrong battery, the one I needed was a reverse polarity battery. OK, mistakes happen, I understand this. I proceed to the closest Auto Zone(Monroe road in Charlotte) to swap out for the correct battery. As I run in, soaked from the monsoon rain, I pass by an employee smoking at the entrance. As I stand at the help desk it becomes immediately apparent that he is the only associate there. I stand there for 4-5 minutes, looking at him from inside, and he...periodically glancing at me from the outside while enjoying his smoke, cannot, apparently, be interrupted mid-smoke for any customer. He finally finishes his cigarette and meanders on in to assist me. I then explain my situation. He then expresses his disbelief that the computer could actually be wrong and there's nothing he can do. I suggest that perhaps we try one of the more expensive batteries. Carlos states that it would be pointless because the positive and negative poles are the same on all of the batteries. I then politely ask for a refund, as it's now apparent that AZ does not sell a battery that is compatible with my car. To which Carlos replies, I can't refund a used battery. To which I reply, "It's not used, I just bought it yesterday." To which he replies, "Only a manager can refund a battery." I then glance to his nametag: Carlos, Parts Manager. Tired of beating a dead(ignorant and complacent) horse I give up on poor Carlos and drive down the road to the AutoZone(Central Ave, Charlotte, NC) from which I purchased the battery yesterday. Realizing the mistake, they promptly and immediately swapped it out with a reverse polarity unit, and with sincere apologies. I'm writting you folks at AutoZone because I really enjoy your stores and having most anything I need available anytime I need it. Point blank: Carlos gives your brand a bad name. This is the only negative experience I've ever had at this location, and I'd hate to see it go downhill as the result of one really bad apple. I think Carlos would be more suited to a position that does not involve any face time with your customers, and a position in which his need for a smoke cannot be hindered by the customer.

 

[dnewton3]

Oh, great. He'll get fired, and end up working at the AAP I like to frequent ...

 

[Mr Nice]

Employees with this type of attitude doesn't surprise me.

I notice many people who work retail jobs have the 'I don't give a ****' mentality when it comes to customer service.
The sad part is that Carlos will continue to be a manager at AutoZone without any disciplinary action against him.

 

[Benzadmiral]

I had something similar happen to me when I stopped at the nearby branch of a local business which installs stereos and does window tint. Annoyed, I wrote the following letter to the manager of the store, with a copy to the owner of the chain:

*******
When I purchased an aftermarket stereo from Mobile One last year, the experience was very pleasant. My experience on Saturday morning, April 12, however, was not, and I reluctantly bring it to your attention.

My car needs to have its windows tinted. Since I live on the West Bank, I stopped at about 9:15 on Saturday morning at the 516 Westbank Expressway store for a quote. I parked quickly, only noting as I exited my car that the spaces on the Expressway side were parallel to the roadway and the building, instead of perpendicular like those directly in front of the building. Since I intended to be only a few minutes, and the parking lot was nearly empty, I decided I would move my car if it became necessary.

As I stepped into the store, a young man behind the counter greeted me. Not with "How are you today, sir?" or "How can I help you?", but with "Nice job parking, over there."

I stared at him. "What did you say?"

"Yeah, well, you took up about three parking spaces with your car."

"I was only going to be here for two minutes," I said coolly. "Now I won’t be here even for that long." And I left.

This sort of attitude toward a potential customer is offensive. I have no idea if your company still does window tinting, and I had no chance to ask. If he had inquired what I needed, then added, "Would you do me a favor and shift your car? We'll be getting a lot of people in soon, and they won’t have any place to park," I'd have understood. Instead the employee's attitude toward a potential paying customer smacked of "Move your car, dummy." As it is, your store has lost my respect, and more important, my business.

I only hope that the employees at the 3000 Clearview Parkway store will be more professional and helpful -- and I also hope that you will take steps to rectify the attitudes at the West Bank store.

Sincerely,
**********

And do you know, the owner himself called me by phone to apologize! I was flattered, and made it clear I didn't want anything (other than good service at his store). He must have been floored by (a) an actual letter, (b) that was spelled and punctuated correctly, and (c) by a potential customer who didn't want any freebies.

I've since been to the Clearview store. The manager couldn't have been nicer when their window tint guy didn't show up for work on Saturday morning (not a good sign, I know, but the place does have a good rep). After apologizing, the manager gave me one of his cards with a notation for a $20.00 discount "to pay for my gas." I'll be sure to head back there later this month for the window tinting.