On Saturday July 22, 2017, I purchased a package of bulbs from Advance Auto Parts, in Athens, GA. On Sunday July 23. 2017, I returned to the same store to return the item. I presented the item and the original receipt to an associate name Bill. He processed the return to the point of needing a superior to provide a number, to complete the transaction. An associate name TC, approached and asked "if they had been opened?", Bill responded "no". TC said they had been opened and because of that he could not allow it to be returned. I never claimed they had not been opened. I indeed had opened the package and never claimed otherwise. Care was taken to open the package, so I assume it was not noticeable,to the original associate (Bill), because it was not damaged.
I asked, "where in writing was this return policy?" TC told me it was his general manager's policy. I went on to tell him I would provide him a chance to rethink his decision and accept the return. He said, "no". I also told him, when I speak to the GM and if he tells me that was not his policy, I was going to be upset. I went on to take some notes,on my receipt,of the GM's name and the statement made about the GM's policy. TC was reluctant to provide any information about the GM, stating he was not allowed to. I asked associate Bill, who was still standing across the counter to confirm TC's statement and he agreed TC had stated the policy.
I drove to another Advance Auto Parts, in Bogart,GA, 5.3 miles away. I walked in with the item and receipt. I spoke to a gentleman and told him I would like to return the item. He said Ok, the person that can help you is outside and would be back, in a minute. A minute later, an associate named Mark approached and asked how he could help. I told him I would like to return the item and he initiated the return process. He asked, if anything was wrong with the item? I told him there was not and I had purchased the item later to realize I did not need it. He continued to process the transaction and provided a full refund.
Now that I have explained the situation, I will add that I am white. Bill is white. The first gentleman I spoke to at the second location is white. The person, who resolved the issue, Mark, is white. TC is black. Racism is alive and well at Advance Auto Parts. The GM, Vince, defended the actions of the employee. read more
