I've always generally been disappointed with NAPA service and I never could pinpoint exactly why they suck. I recently learned that is it commission-based salary for the sales associates. The way NAPA has structured their business strongly encourages employees to charge as much as possible, while stressing them out. Sales associates/cashier's have to hit minimum monthly quotas. Every month there's winners and there's losers, it creates a strange work environment. It fosters cliches, creates tension, and generates a strong negative undercurrent. They're all competing against each other. The result there is overall terrible, and inconsistent customer service. NAPA employee training is clear , limit customers options, steer them towards house products at top dollar. Minimizing any problem customer may have with the inferior and overpriced NAPA products, disregard any customer needs or questions AFTER the sale, strongly discourage returns ( make the customer feel uncomfortable as if you're stealing from Napa), don't worry about service after the sale, just focus on the next sale at all costs. My experience today at this particular Napa spurred me to write this review, but that's generally been my experience at more NAPA stores than I can count. I'll never give NAPA another dime of my money.
All USA
I've always generally been disappointed with NAPA service and I never could pinpoint exactly why they suck. I recently learned that is it commission-based salary for the sales associates. The way NAPA has structured their business strongly encourages employees to charge as much as possible, while stressing them out. Sales associates/cashier's have to hit minimum monthly quotas. Every month there's winners and there's losers, it creates a strange work environment. It fosters cliches, creates tension, and generates a strong negative undercurrent. They're all competing against each other. The result there is overall terrible, and inconsistent customer service. NAPA employee training is clear , limit customers options, steer them towards house products at top dollar. Minimizing any problem customer may have with the inferior and overpriced NAPA products, disregard any customer needs or questions AFTER the sale, strongly discourage returns ( make the customer feel uncomfortable as if you're stealing from Napa), don't worry about service after the sale, just focus on the next sale at all costs. My experience today at this particular Napa spurred me to write this review, but that's generally been my experience at more NAPA stores than I can count. I'll never give NAPA another dime of my money.