The death of independent auto parts stores (rant warning)

My favorite two-store independent in Seattle, Complete Automotive, is being bought our by a chain called Baxter. I really regret this--they had guys who really knew cars, cared about customers, etc. They were closed today to do the sign/branding switchover, but swear they won't change. I hope so.

So I had to go to O'Reilly to get new rear rotors for my recently purchased C6 Corvette (yeah, I have one of those too, but am still a Porsche guy thru and thru).

As usual, most of the O'Reilly employees were standing around on break, talking on cell phones and whatnot. It was as if I was invisible. When I finally got a guy to help me, he was barely literate. I had to repeat about four times what I wanted. He then asked me if my Corvette was four-wheel-drive! At this point, I took over the computer and showed him that brake rotors could be found under the tab conveniently labeled "brakes."

With a bit of help from another employee who seemed barely more competent, he managed to order the right parts (cross-drilled Z51 pieces). I was told they'd be on the 4:00 truck from the warehouse, which was important because I am tracking the car this weekend and have to get it ready and inspected, and will be in Canada tomorrow on business.

Needless to say, when I showed up at 4:00, the rotors were not there. They had been put on the truck for tomorrow morning. Not good. Fortunately, the manager told me that the evening truck usually arrives just before closing the night before, so I cold come back at 8:55 and wait to get them tonight. This of course will mean a long night tonight before my 5 AM drive to the Great White North, but here I sit, awaiting the night delivery, so I can get it done.

What happened to people who worked in auto parts stores who actually give a schit about customer service and know about cars? Have they all died off with carburetors? Are all O'Reilly stores this bad? Every one I've been in totally sucks.

We now resume your regular programming.

[onewhippedpuppy]

They all suck, the Wal-Mart of auto parts. I've found that you're better off looking up your parts online then calling the store with the exact part numbers that you want to order. Counting on them to navigate their way to the correct parts is a crapshoot. Or better yet, just order them online. Pretty sad when removing the customer service from the equation yields better results.

[VINMAN]

Nothing i hate more, is having to trek into Pep Boys, or Autozone. Unfortunately, alot of the small independant places are going by the wayside. I patronize them when ever possible. There are still a few local NAPAS that are good. Plus the local small independant guy I usually deal with.
I cant tell you how frustrating it is when dealing with the counter guy at PB who is arguing with me over what is the right part for my vehicle, insisting it wont work (according to the part number..), when i have been using that part for years.

These auto "department stores" are only good for buying oil and car wax.


.

[Adam]

I've always had really good service at Baxter's. I would hope that extends further north for you.

I bought a ton of stuff for my Impala at the Portland/Jantzen Beach store and the two regular guys I've dealt with couldn't have been more helpful. I walked in expecting to deal with the same droolers I'd encountered at the local NAPA store, but they were genuinely enthusiastic about the car and knew an awful lot about what parts I needed for my crate motor (even stuff I hadn't thought of). In about 8 or 9 visits, the only screw up was selling me the wrong water pump.

They were pretty embarrassed when I took it back, but all in all, great service.

It's now a few minutes after the night truck arrived. They had the wrong rotors. Surprise, surprise.

[dtw]

I called and asked if they had M8 helicoil inserts ...autozone, advance, can't remember. The guy asked me what make and model car...

Usually I have really good experiences though. My two trips into O'Reilly have been great. Attentive and knowledgeable guys.

[fanaudical]

I find the same issues around here. Fortunately, there is one good independent shop in the Portland area (Discount Import Parts in Tigard). I've had good luck at Baxter's and a couple of the local NAPA's.

[look 171]

Around here, They can't find their azz if I handed them their azz. Their English is limited and they know it all because they work in an Auto parts store. Thank goodness I do not work on my cars anymore. What happened to all those high school dropped outs that do speak English? Why aren't they working there?

[RANDY P]

Somebody better tell Corgi that the NAPA distribution center is down by Southcenter- yes, the distribution for the entire PNW. If it's available, it's probably in there.

I know gas is expensive and all, but seriously now- why would you even consider stepping foot in that place with NAPA so close?

You are welcome.

rjp

Southcenter is a long way from where I live. But I'll try it.

Thanks.

Terry

Originally Posted by dtw

I called and asked if they had M8 helicoil inserts ...autozone, advance, can't remember. The guy asked me what make and model car...

Usually I have really good experiences though. My two trips into O'Reilly have been great. Attentive and knowledgeable guys.

What's weird is how the further you get from the big metro areas, the better the stores seem to be. In one of my businesses the crew uses a Fein cutting tool (fancy saw made in Germany). They needed new blades when they were doing a job in Port Townsend (in the middle of nowhere on the Olympic Peninsula). I thought I would have to order them online, as nowhere in the Seattle area had them. Turns out the local hardware store had them.

[gtc]

Not sure what part of Seattle you're in, but Big Wheel on Stone Way and 45th in Wallingford is still good. There are also a few CarQuests (previously B&B) which are ok and a number of NAPAs around town.
I'm not sure how, but OReilleys has managed to be even worse than Schucks. Autozone is the worst... I don't even go in there unless they have something going on like their $2 off VR1 sale.
The NAPA warehouse in Kent is pretty nice too... it's right across the street from IKEA. They have a nice tent sale in the summer - I picked up some dirt cheap gearwrenches and brake cleaner last year.

[LenitaUllrich]

I've found that you're better off looking up your parts online then calling the store with the exact part numbers

[Walter_Middie]

Not all, but most of the local NAPA stores are independently owned and operated. My favorite one in the North end just went out of business. I have been going there for almost 30 years and am on a first name basis with the owner. He used to work on the Ford assembly line, and could usually pull parts off the shelves without looking them up. Now there's a sign on the door that says he owes back taxes and the place is for sale.

I hate going to O'Rieleys for the reasons mentioned above. If you just want a hose clamp, they need to know make and model - or they don't know the difference between a straight six and a V6 - had to explain that one a few times - usually draws a blank stare.

[rnln]

madcorgi, come on, for once when you started a new job, at least it takes a while for you to learn something there right?

Look, you are living in California, remember? You better learn Spanish. j/k
Once I was at walmart parking lot waiting for my wife to run in there to get something quick. One decent looking guy came toward me a said something in spanish. I told him very nice that I don't speak spanish.
- He acted supprise, and was serious, "what? You don't speak Spanish?".
- I was "huh???" (0-0). "Look at my face. Black hair, narrow eyes. I am an asian. Why the H do you expect me to understand Spanish?".
- He responded "Come on, you live in California" and walked away.
- "yeah, not in Tijuana".
I saw he came toward a mexican family to ask his question. BTW, his english is perfect. So, there are people out there expected this is the spanish speaking land.

Originally Posted by look 171

Around here, They can't find their azz if I handed them their azz. Their English is limited and they know it all because they work in an Auto parts store. Thank goodness I do not work on my cars anymore. What happened to all those high school dropped outs that do speak English? Why aren't they working there?

[look 171]

What? He didn't call you a "Binchee Chino" and walk away. They always call me that when they don't get their way.

[Scuba Steve]

Originally Posted by VINMAN

These auto "department stores" are only good for buying oil and car wax.

Quoted for truth, although I buy wax online from Zaino now.

The only car we own from a make they'd be likely to carry any stock for is so old that even filters and whatnot aren't in their books any longer.

[johnco]

"The only car we own from a make they'd be likely to carry any stock for is so old that even filters and whatnot aren't in their books any longer"

most of my cars are not only too old to be on the book any longer, 20's-60's, but several have been modified with newer engines, trans, etc. and I don't always know the year, make or model the parts came from. finding parts is always an adventure for me.

[exc911ence]

The problem I see is that auto parts counter jobs have dropped in pay over the years from a career that would provide for your family, to just another minimum wage entry-level position. Guys with the knowledge and experience to help you can no longer afford to work these jobs so they're left for part-time mouth-breathing high schoolers.

And it's like this in most retail environments now.

Your savior will come in the form of an older retiree working the counter because he loves cars, not because he needs a paycheque.

[herr_oberst]

You might be pleasantly surprised with Baxters. As our Australian friend has noted, the one at Delta Park is pretty good. WAY WAY WAY better than O'Reillys/Checker/Shucks/Kragan/Autozone/.

I'm really surprised that you even considered buying such an important part as cross drilled rotors from one of these places, (but Baxters will probably hook you up nicely)

Good luck.