Shannon N.

Ordered a set of brake pads and rotors for my car. I ordered over the weekend and had two day shipping so the site said it would be here on that Tuesday. Tuesday came around and the order hadn't even shipped yet so I called customer service who told me that the item was coming directly from a vendor and it was delayed so it may be delivered next week but that is just an estimate. Since this is an important part of the car, I told them I wanted to cancel the order and be refunded so I could go somewhere else to purchase the items. (website specifically says that I won't be charged until the item shipped and I was charged same day so I assumed that it was processed immediately) I twas told that I couldn't cancel it because it was coming from the vendor directly. And informed me that when it comes directly from the vendor, the customer is charged immediately. They told me that all of this information was on the order page. If it was, it was in tiny print that was not readable. He then brushed me off and asked if there was anything else he could help me with, so I said I wanted to talk to his supervisor. He put me on hold and did not bring the supervisor but had conveyed that they told him they would try and get ahold of the vendor to cancel the order but that wasn't guaranteed and it may take 24-48 hours. Overall, nothing was solved, I do not have my products and I do not have my money. I will be contacting my bank for further assistance since autozone is incapable of helping the people who keep their business open.
I don't understand why they don't make it more visible that there are different rules when things are coming from a vendor. And make it more visible when an order is not coming from autozone directly. Also, if I wanted to order from a vendor, I would have ordered through them. I ordered on autozone.com, and it should be safe to assume that orders come from their wearhouse. If that is not the case, or they do not have the item in stock, it should be listed as being on backorder rather than arriving in two days. When you are dealing with a well-known and reputable company, I would think that there would be better measures to assure that orders are met in a timely manner and communication is made if there is a delay or an exception. Even when a delivery date is "estimated" that still generally means that the delivery will be made within a day or two of that date.
Definitely will be finding other autostores, as they are a dime a dozen, and will be making sure that people know not to come here. Not sure how this company is staying in business when they are putting false information on their website and their customer service is trash and less than helpful.