I visited the local Pep Boys to purchase rear brake shoes for a Ford Taurus. After about 60,000 miles they were due for replacement. I purchased the box containing the brake shoes and took them home and put them on one side of the car. After getting them on I noticed the lining on one of the 4 shoes was different, the lining was not as thick, i.e., thinner. This is not acceptable as they all must be the same so I removed the shoes that I just installed and put them back in the box and took them back to the store. I asked for another set and the guy said he would not exchange them as there was some superficial dirt on them. (This was from putting them on and then taking them off, basically hand prints)
I then asked for my money back and he said no to that. I told him the dirt is not really the problem as they are defective and they should be returned to the vendor and not resold to some other customer. That might even be unsafe. He still refused. I left the store and drove down the street to Kragen and bought the shoes there.
I cooled off and I returned to Pep Boys with the defective shoes in hand and talked to the manager. I told her I would not ever shop at Pep Boys again. She offered to make a deal and I said no thanks, I was done with Pep Boys, they have lost me as a customer and I have informed my friends to avoid the place.
Pep Boys do not understand customer service and the basics that the customer is 'right' if they expect repeat customers. They might even sell defective parts to the next customer when it's put in their face!
After 2 hours of work, putting on and off the brake shoes, 3 trips to the store, and trying to explain the situation they are done in my book. I hear the company is not doing well , this could be just another reason why.