On June 12, I purchased a Bugflector II from the Pep Boys location I referenced as a Father's Day gift. I told the salesman I needed it for a 2001 Ford Explorer Sport. He asked for clarification: "Sport or Sport Trac"? I again said sport. The part number I purchased was 25558.
Two days later, on the 14th, my husband, my father, and I attempted to put the part on my father's car. It didn't fit. I called this same Pep Boys location to make sure I had the correct part. I was assured that yes, 25558 was for a Ford Explorer Sport.
We then took the part to this location to get assistance with the installation of this part. We were instructed to go to the parts counter in the back of a store where we were told that our part was incorrect for the vehicle we had. This particular part was not in stock and wouldn't be in until the following Tuesday, and it was also going to cost $10 extra.
Primarily, I agreed, though I was exasperated with the poor knowledge and training of their salespeople, but by the time I arrived at the front counter for checkout, I had decided to shop around for a better price. I was unable to return the item because I had lost my receipt.
While I understand this policy, I feel that since it was the fault of Pep Boys that I had purchased the wrong part to begin with, an exception should have been made. When I filed a complaint on their website, I even offered to take my bank statement to prove the purchase was made at their store. I was denied that chance by the customer service rep, Veronica Jackson. I used my Visa check card for the purchase, so it should easily be retrieved by their system, but either the manager, Jeff Heeley, was ignorant in the workings of their computers, or Pep Boys is stuck in the dark ages. I want a refund for this incorrect part, and I want to be done with Pep Boys forever. I will never buy anything else from this store.
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