Oh man -- I genuinely had the worst customer service experience I have ever had in my entire life…read more
I came in around 1:28 PM on 9/1/26 and approached the counter after waiting in line. I told the woman working that I needed some help. She asked, "With what?" in a tone that was not friendly, welcoming, or particularly helpful. I explained that I needed windshield wipers and wiper fluid. Her response was simply, "Okay."
I asked if she could help me, and she took my vehicle information and said, "26 and 19." I had no idea what that meant and assumed she was referring to the wiper sizes. Rather than explaining anything to me, I went over to the aisle and tried to figure it out myself. There were several different options, brands, and features, and I genuinely had no idea what the differences were or what I should be buying.
I also noticed several different windshield washer fluids on the top shelf. I'm 4'11", so reaching those was already a challenge. At that point, I honestly didn't feel comfortable asking her for help again because her attitude had already made it very clear that she did not seem interested in helping me. So I did my best to figure everything out on my own and hoped I had selected the right products.
I brought everything to the counter. She looked at the wipers and said, "I said 26 and 19," rather than simply explaining that I had misunderstood her. She then walked off to the aisle, replaced the wipers with a different brand, and came back with Rain-X. I had originally selected a pair that specifically mentioned night visibility because I have difficulty seeing at night. I asked her if the ones she had selected were a good brand, and her response was, "IT'S RAIN-X," as though I was supposed to know what that meant, much less cared if it met my needs. My husband is surprised I left with any of it.
The entire interaction was unnecessarily rude, dismissive, and strangely personal. At no point did I feel like she was trying to help a customer who came to their place of work for assistance. I left feeling overwhelmed, embarrassed and frustrated over what should have been incredibly simple.
And unfortunately, the experience didn't end there.
With a storm approaching, I needed help putting the wipers on and filling the windshield washer fluid. I was especially nervous about doing it myself because the last time I attempted something with my car on my own, I accidentally put power steering fluid into the brake reservoir -- needless to say, I did NOT want to make another costly and potentially devastating mistake.
So I left AutoZone and drove to the Advance Auto Parts down the street. It was actually less convenient for me since I was coming from West Road, which is why I had initially stopped at AutoZone. But I remembered that Advance had helped me several times before.
The difference in customer service was honestly shocking.
I walked in carrying the items I had just purchased at AutoZone, and both gentlemen working immediately greeted me. Tony saw everything in my hands and politely asked, "Are you ready to check out, ma'am?" I apologized and explained that I hadn't purchased the items there but that I desperately needed some help. Without hesitation, he said, "Absolutely."
That simple response honestly meant more to me than he probably realized.
I walked outside borderline crying. I was embarrassed, overwhelmed, and still upset from the experience I had just had at AutoZone. I was so relieved that I didn't have to stand there and try to figure everything out on my own. Tony helped me install the wipers and fill the washer fluid, even though I hadn't purchased the products from Advance.
While he was helping me, he asked why I hadn't had AutoZone assist me. I ended up crying and telling him that I had just had a really bad experience, that I wasn't helped, and that I simply remembered Advance had helped me in the past.
That interaction restored my faith in customer service.
I completely understand that everyone can have a bad day, but there is a difference between having a bad day and treating a customer without basic courtesy or respect. I was polite, I asked for help, and I was treated as though I was inconveniencing someone simply by asking questions.
I hate to say this, but the interaction with the woman at Autozone also left me with an uncomfortable feeling that I was being judged based on how I looked or the assumptions she may have made about me. I cannot say for certain what her motivation was, but the way I was treated felt deeply uncomfortable and, at times, frankly discriminatory.
As for AutoZone, I will never patronize this location again, and based on this experience, I would not recommend it to anyone who is looking for basic customer service and assistance.
As for Tony at Advance Auto Parts -- thank you. You helped me when you absolutely did not have to, and after the experience I had just walked away from, your kindness genuinely made a difference.
