O'Reilly Auto Parts Would not honor lifetime warranty even if I had a receipt Rude. Seguin Texas

A lifetime warranty at a competitor is just that ... a lifetime warranty.  I have NEVER had to pay for any item that broke or wore out with a lifetime warranty from the competitor and I have shopped there for 30 years.  O'Riely's customer service department verified that the are covered and should have been replaced.  It really doesn't matter anymore since this was years ago and I've never been back.  Just so you know, The new pads that I purchased from the competitor everntually wore out and I did not have to pay for replacements.  Why?  Because they have a lifetime warranty and the competotor honors it.    

It is common knowlede that I can buy brake pads from a competitor with a life time warranty and they are covered for a life time.  I never have to pay for them again for any reason.  I have puchased brake pads and shoes for all of my vehicles from this competitor for 30 years and only had to pay for them the first time.   I also do not need a reciept since they keep the informaiton in their computer. 

If you read the Limited Lifetime Warranty on the website  "normal wear " is not mentioned under the section labled "What Is Covered". Neither is it mentioned under the part labled "Exclusions" or "Not Covered". My point is, If the product is not covered by normal wear then you might mention that somewhere in your warranty, plain and simple.

I had a problem at my local O'Reilly Auto Parts honoring its receipt. An O'Reilly employee a few days ago told me that the store takes back parts even if they have been opened and used. I should have no problem returning it as long as I kept the receipt. He raved on and on on how this is a "great mirror" and I didn't need to buy an expensive one. I brought the mirror to test it, it didn't worked out for me, so I brought it, the packaging, and reciept back to a local O'Reilly Auto Parts within the month.

Right off the bat after I brought in my product and asked for a refund, a male associate rudely stated to me, "It's opened and it can't be taken back." I pointed out that I brought back the part, packaging, and receipt and the associate from the week before stated it was a great product and it clearly is not.

To note, I got help installing the mirror by several people and it still didn't work out due to it's glare and weird angle distortion and it just being an inferior product. A non-O'Reilly auto associate told me straight out that the mirror I brought was inferior and he told me that he puzzled on why any store would even carry this product. "That associate should have sold you a mirror based on your car and not something cheap like this. It just doesn't work." I brought  another mirror from this particular dealership and I have no problems with my new mirror.

I asked to speak to the O'Reilly associate's manager, and he stated that the manager wasn't in. I asked if I could get the manager's name and when she would be in. The associate rolled his eyes and swore under his breath very loud for me to hear, "God d**nit". I told him he didn't need to be rude to me. I was also told that a receipt doesn't guarantee anything.

 I don't understand what I did to deserve such outright rude, unprofessional customer service. I'm still not sure what to think of it. I may still talk to the manager or just report to the corporate headquarters.  

I understand that you say customer service told you otherwise which is a different story all together. anyway point is we do not have a magic material that will last as long you will. brake pads are a finite part they can only last so long. thats like expecting your tires to last til your 85 or being able to purchase oil that never has to be changed. If your brake pads were to not wear at all they would not put any material on them to begin with. also if they were to not wear then your rotor would disinegrate because something has to. average 1 year pads cost 20 dollars, you can get life time pads for 5 to 10 dollars more. you think if they would last 30 years they would only charge 5 dollars more? the "life time warranty" doesn't mean your life time. It means the pads life time. they also sell 3 or 4 different types of life time pads, would they do that if the cheapest one was gonna last you til the end of time. Sorry if I come off rude, but it really is common since. As for not having your receipt, it really is possible to find it with out it. If it had been 2 years it would probably take about 4 to 5 hours to find it. so you'll have to excuse the software for not having the capability of knowing what the user is looking for. Alot of places dont take returns without a receipt so i know that is not the first time you heard that. Just because 1 parts store will allow return without receipts doesn't mean all of them will. This is to avoid people returning parts which they didn't purchase. A person who bought a car with the parts on it could return the parts by just providing the name of the person they bought the car from. Or someone could of stole the parts off someones car and returned them by providing the same info.

First, let me say that I normally purchase my car parts at another store. I have gone there all my life and have never had a problem. I needed a set of front brake pads and one new rotor for my '87 suburban. The store I usually go to did not have the rotor in stock and I needed it now, so I called O'Reilly Auto Parts and they had a rotor in stock. I purchased the rotor and lifetime warranty brake pads from O'Reilly. About two years later, the pads were worn out. Yes, my thoughts exactly. Why did they only last two years? Crappy pads I guess. I took the pads back for replacement. First I was asked if I had the receipt. I said no. I NEVER need a receipt at my usual store. I have even been in other states and not needed a receipt. The store manager told me he would not exchange them without a receipt. Then he said the lifetime warranty does not cover normal wear. It only covers breakage. That is a load of crap. He lied to my face. I felt like throwing the pads through the store window, but I just dumped them in the store trashcan instead. Next I sent a complaint to their customer service dept. The response was "The lifetime warranty DOES cover normal wear. The store manager was WRONG. You do have to have the receipt for exchange though. If you would have given us the store number, we could have contacted the manager." Now, why do I have to go out of my way to find the store number? I told them the store in Sequin, Texas, 78155! There is only ONE store in this town! If they cannot find their own store, then what good are they? I warn EVERYONE that I can how O'Reillys cheats customers, I will do without, before I will EVER walk into another O'Reillys.

When I contacted O'Riley's Corporate Office they told me normal wear IS COVERED AND THEY SHOULD HAVE REPLACED THE PADS IF I HAD A RECIEPT. They may have changed their warranty since then, I don't know because I have never been back. If they did it was a poor move. The 'other store' that I normally shop at will cover anything. If it has a lifetime warranty and it fails or wears out at any time it is replaced for free without a receipt because they keep all records in their computer. I wish I could be allowed to give their name.

Since I replaced my pads with new pads from the 'other place' I have had no problems.

Also, there is no excuse for the corporate office to respond to me the way they did.

Why would anyone choose to shop at a store with a poor warranty and no system to keep track of your information when there is a store just like it across the street with the best warranty available and a country wide computer network to track everything?

I also shop at Oreillys, and my warranty information specifically states that the warranty covers materials and workmanship on the pads down to 2/32 of an inch. It SPECIFICALLY excludes replacement after pads have reached their normal life. As for 2 year lifespan, ANY pad depends on the entire system to assure quality life. If your rear brakes are too loose, the front pads suffer. If a brake hose is restricted or a master cylinder is bad or an abs/proportioning valve is sticking it will severely degrade the life of the front pads. Of course, improper installlation will do so as well.