Posted by MarkB_MI on June 13, 2009 at 05:37:01 from (74.126.2.89):
What's the deal with O'Reilly? I know some of you fellows have said good things about them, but my first impressions are Not Good.
A couple of months ago O'Reilly took over the regional Murray's Auto Parts. Now Murray's was never the greatest auto parts store, but they generally had what you needed at reasonable prices, and they were the closest store to my house. Since O'Reilly took over, every time I go in there's a problem. The computers are acting up, or they can't process credit cards, or they can't accept core returns, etc.
Last Sunday I went in to order an a/c compressor for my early '90's Cadillac. I didn't expect them to have it in stock, but I figured they could get it the next day. The counter man gave me a price, I said order it and he started scratching his head. He talked to his coworker and they came to the conclusion that the warehouse didn't have any and they wouldn't be able to order until Monday. Fine. Monday afternoon, after hearing nothing, I called them. The same counter man told me he had just come in and would start working on my part. OK. I call back Tuesday: no progress, he had sent out several emails and had received no responses. Wednesday afternoon, I call again, and he tells me he can't get me the compressor. I go online to Rock Auto, they have four or five different versions of the same part in stock (new and reman from different manufacturers). I pick the one I want, place an order and it's on its way the next day.
It took three days for them to tell me they can't get the part, and Rock Auto has it in stock. Heck, they could have ordered from Rock, got it in three days and sold it to me at a profit. I have resisted buying auto parts on line because I feel it's important to keep the local stores in business, but I'm starting to have a change of heart.
Observations:
1. The single most important quality of an auto parts store is the ability to get almost any part quickly. No repair shop is going to stand for this sort of horrible service. Now Murray's didn't get much trade business, either, but O'Reilly's is going to lose what little business from repair shops Murray's had.
2. Electronic inventory control has been around for over 40 years, long before any of us had email. It is absolutely ridiculous that a store should have to send out emails to run down a part that isn't in stock. I'll bet NAPA doesn't have this problem.
Anyway, is this just a temporary problem as they make the switch, or is this what I have to expect from O'Reilly? If it is, I'll start patronizing the new NAPA store down the road. The drive is further, but I think they know how to order an a/c compressor.
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