KR
Kurtis Reed
Jul 13, 2026
This was by far the worst experience I have ever had with AutoZone, and after this I will no longer be shopping at any other AutoZone.
On June 13, I went into the store to order both an upstream and downstream oxygen sensor for my Scion xB. I specifically asked the employee for both sensors to be Denso brand. The parts had to be ordered from another store, I paid, and left.
When I picked up the order a few days later, I discovered one sensor was Denso and the other was Bosch. I chose not to make an issue of it because mistakes happen, and I assumed everything else was correct.
The following weekend, when I finally had time to install the parts, I discovered I had been given two downstream oxygen sensors instead of one upstream and one downstream. I called the store to verify the part numbers, and after a lengthy wait they confirmed the mistake. I asked that the correct Denso upstream sensor be ordered and specifically explained that after receiving the wrong brand and the wrong part, I wanted to make sure it was correct this time.
Instead of acknowledging the mistake, the employee "Quin" thats the name he gave me was a manager he said, told me to “calm down” and not to take that tone with him, despite the fact that I had not raised my voice, yelled, demanded a manager, or been disrespectful. I calmly explained that I was understandably frustrated after multiple mistakes but was simply trying to get the correct part ordered.
The employee then told me he would order the Denso sensor because I preferred it over the NTK sensor that could arrive sooner. However, when I went to pick it up, I found that he had ordered the NTK sensor anyway, completely ignoring my request. I had to return it, reorder the correct Denso sensor, and wait yet again. This was June 24th.
The replacement was expected to arrive on July 1, but I never received a notification. After waiting a few more days, I called the store on July 3 at 11:39am. I was placed on hold for an extended period and told someone would investigate and call me back. No one ever did. When I called again later at 2pm that day and waited on hold once more, I was finally told after a 30min hold that my order had been found, but it had been canceled and was about to be shipped back. Had I not called again myself, I would have been forced to wait another week or more because no one bothered to notify me or hold the part.
Over the course of this purchase, AutoZone:
* Ordered the wrong brand after I specifically requested Denso.
* Ordered the wrong oxygen sensor entirely.
* Spoke to me unprofessionally when I calmly pointed out the repeated mistakes.
* Ordered the wrong replacement after agreeing to order the correct brand.
* Failed to notify me when my final order arrived.
* Nearly returned my order because it had been mishandled internally.
This entire experience stretched from June 13 through July 3 simply to purchase one correct oxygen sensor. That is unacceptable. The repeated ordering mistakes, poor communication, lack of follow-up, and dismissive customer service have completely lost my confidence. There is an O’Reilly Auto Parts just around the corner from this AutoZone, and after this experience they have earned my future business instead.
