What clients say about O'Reilly Auto Parts in Millbrae (CA)
Got snow chains driving to Tahoe in case it snowed, it didn’t, so I never opened it. Which the cashier also said if I didn’t use them I can return them. 3 days later I tried returning it here, but the cashier and especially the store manager were asking me about some tag that wasn’t even on there when I was buying it. The manager was reading me some lecture about some liability tag that was supposed to be on it, etc. I had the receipt and everything, and the cashier confirmed that it was unopened, still nothing. Then I went to a different location in South San Francisco. They were able to look it up quickly and took care of me in two minutes with no unnecessary questions asked.
I highly recommend coming to O'Reilly Auto Parts in Millbrae for supplies and service. Yesterday, I needed a new battery replacement. Juan was very helpful in suggesting options of different batteries to purchase. Miguel was exceptional in his ability to install the new battery. Both were very knowledgeable and very professional. Miguel also went the extra mile by testing my alternator and starter to see if those parts were working properly. Thank you for making this a great experience. Now I have peace of mind that my car will start with no fear of being left stranded somewhere.
I am a satisfied customer and will definitely return for future visits.
Wildly impressive service 👏🏼 Despite it appearing quite busy when I arrived for testing (& ultimate replacement) of my car battery, I was promptly helped & back on the road with new battery installed in less than 20 minutes! 🤯 Thank you so much, Ron!
Went in needing a new battery and the staff walked me through everything. They even helped install it. Not the prettiest store, but super helpful and well-stocked.
Just wanted to share a complaint that I'm drafting and emailing to their corporate and other sources regarding my experience here lol.
I copy and pasted it here below but just some personal commentary from myself regarding it, I've genuinely never had such a frustrating and angering experience with any business like this ever before and discussing it with my friends, family, and people I know, they've never had anything come close to this either.
My name is Joshua Choe, and I am writing to file a formal complaint regarding an incredibly frustrating and unprofessional experience I had at your Millbrae, CA O’Reilly Auto Parts store.
Several weeks ago, I purchased a replacement battery for my BMW 335i from this location after the original died. At the time, I was already financially strained from paying for mechanic labor and parts, including a new alternator. Because I couldn’t afford the battery, a friend had to purchase it for me just to get my car running again.
After the alternator was replaced, the battery continued to show poor readings. My mechanic tested it multiple times and confirmed it was faulty. However, when I brought the battery back for a warranty replacement, the store manager refused, saying it tested fine in-store. Despite my mechanic’s diagnosis and my clear concerns, I was forced to accept a replacement battery I had no confidence in.
What followed was a series of unacceptable behaviors:
The manager claimed he didn’t know how to install a battery in a BMW, despite O’Reilly clearly advertising free battery installation.
He refused to work with my mechanic — Vital Auto Service, located just 2 minutes away — despite your store having a stated working relationship with them. I even offered to return the battery myself after taking it there, which I understand might go against policy, but hoped for some understanding given the circumstances. The store already had all my information and, if necessary, could have held me accountable.
My mechanic confirmed that O’Reilly frequently delivers parts directly to their shop, so the request was not unusual.
In fact, the shop expressed frustration with the O’Reilly staff, specifically the manager, and said they were not surprised by my experience.
Eventually, I was told someone from the store would drop the battery off at the shop. I drove to the shop and waited for over 30 minutes past the agreed time, making multiple calls during which I was repeatedly told someone had “just left.” When the manager finally arrived, he began yelling at me and the mechanic, accusing us of wasting his time — despite the fact that I had been the one waiting.
When the mechanic asked him to simply leave the battery, the manager refused and drove off again, leaving me stranded without a solution and wasting more of my time and gas.
This entire ordeal has been financially and emotionally draining, delayed essential repairs, and prevented me from using my car for weeks. I've had to rely on favors from friends for transportation, missed work opportunities, and continued to experience stress and hardship — all because of a situation that could have been handled with basic professionalism and customer service.
I am formally requesting the following:
A full investigation into the Millbrae store’s handling of warranty replacements.
A review of the store manager’s behavior, including his refusal to follow O’Reilly’s service policies.
Reimbursement for additional mechanic labor and related costs due to your store’s delays and mishandling (receipts available; I am also obtaining a formal claim form from the mechanic).
A written apology and confirmation that this issue has been documented internally.
This complaint will also be submitted to:
Better Business Bureau
California Consumer Protection Office
Public review platforms (Google, Yelp, etc.)
I expect a direct and professional response within 5 business days.
I have never, in my life, experienced — or even heard of — such poor customer service. I’m extremely disappointed and hope O’Reilly Auto Parts takes this seriously.
I’ve been coming to this store for the past 10+ years, & they’ve never disappointed. Especially very recently, Ron spent 2 hours outside the store with me to help me change a stuck headlight on my sister’s car. This man was not obligated to do that. He simply loves to help people. Brought all the necessary tools, and did not give up or complain even once. A true society hero. I wouldn’t go anywhere else for any parts!!
Improve customer service and math skills. When paying cash no one works there seems to know on how to give correct change back to customer. I strongly recommend them going back to school and retake simple math 101 classes. Very poor. Will never shop here again ever. Every single employee just standing around and doing nothing. Since they are doing nothing, i recommend cut all staff and install self checkout with cash debit credit handling more accuracy in math because no one works there do not know their math. GRADE F- worst retail transaction in my experience ever! Will not recommend this store O Reilly to anyone!
For the second time in a row, I received customer service that was over and above anything I could have asked for. The first time, I had Jarrod’s help, and this time I was fortunate to have Gabriel helping me. I needed coolant and just thought I could walk in, purchase it, and pour it into my car myself. Gabriel, in order to give me the best information, followed me out to my car with a flashlight and saw that I did need coolant. He also said he was going to research it and that he would be right back. He checked with a mechanic friend of his and told me that it was too dangerous for me to top off the coolant myself. He said the car needed to be absolutely cold to the touch, and that if I took it across the street first thing in the morning to the Firestone place, they could do it, and for free!!! He was absolutely correct, he saved me from potentially getting burned, and he saved me $20.00 by not purchasing the coolant at O’Reilly’s!!!!! I will always return to this Millbrae O’Reilly’s for everything car related. Period.
Battery died while on the road (actually was going to Napa in San Bruno to get battery replaced since I thought it was on its last legs). Got a jump and pulled in here. They tested the battery, gave me a range of options, and installed the battery for me. Can't ask for more than that! Will return for future needs. Thank you Ron!
I lost my keys in the busy parking lot . I got them back! The checkout lady was wonderful , that is the place to go in south San Francisco if you need help with auto parts.
Fellas here are helpful and present. Great experience! I had some new parts I never got to use for a car i no longer have…..Emanuel helped me out with no hesitation!!! Top shelf dude.:)
Made my day. That’s all i can say.
Other than they know what they’re doing, that’s what counts.
And when you return your old oils and fluids responsibly, no sweat. They got you.
Helpful employees. Free battery charge and test for vehicle. Very well stocked. And if they don't have the parts they will order you want you need for your vehicle.
Not very knowledgeable about parts needed or substitutions for different brands. Acted as if another brand oil filter wouldn't work. I went to Napa auto instead. Much more knowledgeable.
Phenomenal experience today, went from one O'Reilly to another due to low stock. But from the service from each location they were on top of the help I needed! They even double checked the back to make sure there wasn't more that I could purchase. Thank you guy's wish I got the gentleman's names!
With recent storms, I had to replace my windshield wipers late Friday afternoon 3/31. The young man at the reception was incredibly courteous, helped me locate the wipers, showed me how to install one and taught me to install the second. Truly professional and kind service, highly recommend and will be back.
Friendly and helpful. I needed oil for a 6cyl Porsche turbo, and he immediately checked the specs and pointed me to the exact product. Now the engine is happy.
Good place, good stock for a variety of automobile needs ranging from tools and accessories to work on and upgrade your ride to maintenance necessities like fluids, wiper blades, and lights, to more specialty items like pet-proof seat covers and aux-to-casette adapter cables. They also stock various parts in the back and can special order on request. Personally, I have no need to go anywhere else.
Convenient location, staff were friendly and professional on my visit.
Just came here to buy a windshield repair kit. Fast and easy. Ronaldo was nice and reminded me this doesn't repair my windshield in case that's what I was looking for. I appreciated the reminder and the fact that he wasn't cocky or condescending about it.
O'Reilly's failed to tell me the correct alternator for my 1994 Ford I had to fix it only truck I have I'm just a normal guy wanting to fix my alternator three different places didn't even ask me which alternator I had
I got what I wanted, but y'all can be a little bit more helpful. But since I'm having to visit an auto store for the first time in decades for oil I think it's time for a car upgrade.
O'Reilly saved the day for me! I had a dead battery and was lucking out finding the right battery for my car. This facility had what I was looking for and was able to install my new battery in under 20 minutes! Shout out to Chris!
I've been getting parts here for 10+yrs and lately the service and accuracy of the parts finding and the customer service has been a bit lacking as far as I'm concerned.
I hope management takes rating seriously or to be honest I won't shop for parts here. I've had way too many bad experiences at this location. I now have to drive to South San Francisco to get good service. I will not be getting parts here till management can fix the problems that are happening here.
I went there recycling used oil, staffs are friendly and really helpful. I request my used oil container back...it’s done within 2 minutes, great overall service.
Emanuel the Assistant Manager is exceptionally helpful. I needed a heater hose for a freshwater coolant pump on my boat and he helped me find one that worked perfectly. I'd definitely recommend him and will come back to this location for my next project.
Terrible attitude from Assistant Manager Emanuel, he got angry within 2 minutes of my visit, swearing and yelling at me because I didn't want a refund of 100 in 5 dollar bills..! How can a rude person like that hold a management position? The attitude of most employees at this store is way too casual.., they have completely forgotten how retail sales work and how important customer service and respect is..
Thought I needed a screw for the panel near my back tires, but the guy who works there said it was zip tied and showed me that the zip tie came off. He tried on a few clips and did the job, now I have extra clips in my glove compartment just in case it falls off again.
Website
