I had an extremely disappointing experience at the Freeport AutoZone today, and I feel compelled to share it.
I walked in because I needed to purchase a battery for my dad’s Toyota Highlander. The previous battery had been ruined by the brutally cold weather this winter, so this wasn’t a casual shopping trip — it was something that needed to get handled efficiently.
As soon as I walked in, the batteries were right there at the front of the store. I approached the section and noticed two employees engaged in what was clearly a non-work-related conversation. That alone wasn’t the issue — I understand people work long hours and conversations happen. No problem there.
I politely interjected and asked how I go about selecting the correct battery for my vehicle. I wasn’t demanding. I wasn’t rude. I simply had a quick question.
An employee named Andre pointed toward the line and told me that everyone gets serviced in the same line.
Now here’s the issue — there was no effort. No brief explanation. No “let me check something for you.” No “I’ll be right with you.” Just a point to the line while he continued what appeared to be a flirtatious conversation with his coworker.
All I had was a simple question that likely could have been answered in seconds. Instead, I was told to wait in a long line while he stood there doing nothing productive.
So I got in line.
While standing there, it became very obvious that one employee — David — was doing nearly all the work. He was ringing customers up at the register, answering technical questions, walking back and forth to retrieve parts, and generally trying to keep the store afloat. Meanwhile, Andre remained disengaged.
At one point, another customer out loud asked, “Is it only one guy working?”
Andre responded, “This must be your first time here. Welcome to Freeport.”
That comment alone says everything. As if customers should expect poor service simply because of the location. That’s not funny. It’s not charming. It’s an admission that low standards are the norm.
After an unreasonable wait time, another gentleman finally stepped in to help and opened another register. The man who ultimately helped me was an older gentleman with glasses — unfortunately I didn’t catch his name. He was kind, patient, and helpful. Sir, if you happen to see this review, thank you. You were professional and you did your job well.
But one helpful employee does not erase the overall experience.
Andre — I wasn’t asking for much. I had a simple question that could have been handled quickly and respectfully. Instead, I was made to feel like my time didn’t matter. Customer service isn’t complicated. A little effort goes a long way.
AutoZone corporate should seriously evaluate staffing and professionalism at this location. Customers shouldn’t feel like they’re inconveniencing employees simply by asking a basic question.
I won’t be returning to this location.
