Autozone Complaint Form Letter

As an avid car enthusiast and loyal customer of Autozone for many years, I usually shoulder the burden of performing all repairs and maintainance on my not only my families but my friends as well. I wouldn't call it so much a burden persay, since I've always worked on cars as a hobby and the enjoyment I get out of fixing anything mechanical is theraputic at worst or zen-like at best. Considering I have three cars of my own and my household has another three, I always viewed ourselves as fortunate that my natural abilty and quality discount auto parts houses like Autozone have kept us from having to waste a fortune on auto repairs. That fact alone, as well as your well maintained national warranty database system and your outstanding customer service, which I've never had a problem with throughout the years,have kept us faithful AutoZoners.

That said, My question is on whether or not AutoZone price matches competitors pricing. My understanding over the years has been that you do (although I must admit and tip my hat to you good folks that, in all these years you've managed to be the low price leader in San Diego County here in sunny southern California, so I've never had occasion to seek a price match).

Recently my fuel pump for my 1999 Chevy Silverado (1500 2WD V6 4.3 liter engine TCF Connector, my "reliable" car up until now went out and I inquired abot the price a couple of weeks ago(I new it would have to wait till the next payday, as money was tight) the part number I believe was Master Brand E35001 or 35100, I believe which you have listed for $299.99. I inquired at Kragen Auto Parts and they listed the same Master Brand Fuel Pump for $249.99. This being a big, unexpected expense I was strapped for cash so I walked into my local autozone ( 1344 Palm Avenue San Diego, CA 92154 (619) 575-7337), spoke to one of your helpful red shirt associates (whom I understand are non management), explained the situation to him and he assured me a week ago when I spoke with him (and we spoke at great length) that it would be no problem to price match so long as the part was the same brand, model number, and that it could be confirmed via a telephone inquiry to a local kragen, and that of course it was performed by A member of management with his approval after he or she verified the competitors pricing. All the conditions were met, so I mentioned I would return in a week after payday to pick up the part.

Imagine my surprise today (August 27 2005) to arrive at the same Autozone and after verifiying my claim by calling to nearest "mother" Kragen Location (located right next to autozones "mother" store in Chula Vista) I'm at first told by a Grey shirt manager to come back on monday when the Store Manager would be in. I mention that I must be at work the 9-5 on Moday and I need my truck as I work a 45 minute drive from home and can't get a ride. He then asks me flat out "Why don't you just go buy it at Kragen since it is at that price?" To which I respond "Because I'd much rather buy it from you as I've been a faithful customer of years here". I noticed a bewildered look on his face right before he stops and thinks for a sec and sighs.

He then asks me to wait for a moment and, after 10 minutes or so a second grey shirt come out of the back (whom I presumed to be the store manager merely by the arrogant demeanor he had on his countenance as I explained my plight to him all over again, but I could be mistaken and I suppose to could just be assistant manager or some other member of management-I can't really tell since you made the shitch from white shirts with name tags to grey shirts and nametags it seems only the redshirt employees have to responsibility of wearing).

In any case he tells me that it not sufficient proof that his employees personally called and price checked my claims veridity and interjects that Autozone has no low price match garrantee and that I must first get a written quote from Kragen ( with I couldn't from the Imperial Beach Kragen at the time because it was 7:20pm and that location closes at 7 on saturday) and then I would have to bring it to him personally to see if he would be gracious enough to do something for me (his words, not mine).

I was qute shaken by his response , especially the insolant tone he had taken with me as this was the first time in years I have ever received anything other that friendly and courteous service and here this manager was treating me like a beggar asking for a hand out when ,As I've mentioned earlier, I've