Is it possible that I could do minus stars? This location has progressively gotten worse the last year. Seems like the priority is NOT the customer that walks in. I needed to ask for cashier’s, counter help on several occasions. I’m no longer going to the Elk Grove location. Don’t waste your time here.
If I could give a --500 star, I would! Today I had a terrible experience with an employee who identifies himself as the store manager, Tym who went out of his way to NOT Provide me with ANY SOLUTIONS to replace a $250 battery purchased less than a month ago, still under warranty. Lenny, who's shift ended assisted me with verifying the battery was replaceable. He confirmed my purchase by looking up my phone number and confirmed the battery was in stock. He then asked me "Will you need help installing the battery?" I said YES PLEASE! I previously explained to him my husband was a truck driver out of State which is why I was handling his replacement. Lenny advised me he would have Tym assist me and that WENT LEFT as soon as he walked out the door. After looking up the acct information Tym's exact words were " Is that a BMW? - you can imagine my concern with the car model right in front of his face on the computer screen! His next question was " Is that the one with the battery in the trunk under all of the stuff?" I looked at him wondering how he could be a store manager if he was not aware of such basic information, so I advised him Yes that the battery's are typically in the trunk, however not sure what he meant by "under all of the stuff?" He immediately advised me he CANNOT HELP ME because he was the only person in the store and could not leave it to install the battery. I asked him why not, as I was looking at an employee stand right next to him. He advised me one person in the store is a liability and he could not help me. I reminded him that the Lenny just advised me he would be able to assist me, now her cannot? Tym then said it will take too long that takes about 45 minutes to install to which I responded OK. I then advised Tym I did my homework before I visited the Auto Zone website and confirmed the two most important things to me 1. The 90 warranty on batteries. 2. Installation of the battery which reads they will install if you purchase with them. I explained this to Tym the store manager who insisted AutoZone is a DIY company. I ask how is that possible when Lenny just ask if I needed assistance installing the battery. I finally asked what he COULD DO to help me all I was getting is what he CANNOT DO. Finally, the employee who was present and assisting customer said to his MANAGER " Why don't you call (he said the store name or number) they may have the staff to help her!" I said now there you go, your employee is looking for solutions when all you want to do is not help because you are too busy trying to exert your power and allowing your EGO to lead you. He did not like that, he immediately told me HE WOULD NOT CALL the other STORE or find out if they had a battery. I asked him are you serious? I am a customer asking you as a store manager the representation of AUTO ZONE to help me and you are refusing to? He said YES! I said great I will include that in my letter to the organization you represent. I then asked for the store name and number he would not give it to me, just turned the computer screen in my direction. I called the store, who indeed had the battery and the staff to help. Guess what, they never mentioned the time to install as an issue nor staffing!! Now it gets better, someone at the other store location saw my name on the account or caller ID and said is that "Vickie Simon" my old manager- YEP I manage a call center of 54+ employees and would never handle a customer the way Tym handled me. I explained my experience aka NIGHTMARE with Tym to employee at the other store location. Let me be clear I am not playing victim at all, I am very direct and don't sugar much. Tym was so upset with my recap of MY EXPEREINCE with him, in the middle of helping a consumer her began to yell, YOU ARE NOT GONNA TALK ABOUT ME IN MY FACE! I reminded him this is my experience and I have freedom of speech so unless your are asking me to leave the premises, I will continue to discuss the experience with you! I have exceeded the character limits. I will be speaking to a DM or higher today!
