Advance Auto Parts

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My initial satisfaction with the store and their employees was short-lived by the actions, attitude and poor customer service of the manager.



I purchased an item at the Germantown Advance Autoparts store # 1671. It was not a cheap item and I could have purchased it on-line at a lower cost but decided to continue with the transaction because the friendly sales people (a man and a woman) told me that there is a $20-off coupon in their flier and they would sign me up to receive it. I was informed that as soon as I received it, I could return the item and they would honor the coupon. The receipt indicated that there is a 90 day return for this item. After re-confirming this information with both employees, I left the store, a satisfied customer.



2 months later, the flier arrived in the mail and attached to it was a $20 off any $100 spent coupon. Armed with this coupon and the item I had purchased 2 months prior, I went back to the store. When the lady attempted to use the coupon, it would not work so she called her manager over to assist.



The manager informed me that because the coupon dates were not within the range of my initial purchase, I would not be able to use it. I informed him that 2 of his employees assured me that I would be able to do it. At the time, they said that I could always just return the item and repurchase it again. I mentioned this to the manager and he said that it cannot be done.



What bothers me most about this situation is the managers temperamental attitude and sour demeanor during our conversation. He seemed bothered when asked for his help, like he had been completely preoccupied with a more important task. Customer service was clearly not on his mind as he approached me, making me feel like I was wasting his time. I politely informed him that I was led to believe that I could use the $20 coupon but he replied in a terse and unapologetic way that I can't. Disappointed, I walked out of the store.



It's unfortunate that this experience would leave me feeling very negative about a company I have purchased from many times in the past. While the 2 employees during my first visit acted professional, their manager has a lot to learn about customer service.