Complaint Review: O'Reilly Auto Parts

I purchased Wagner disc brake pads from Kragen that became O'Reilly with a lifetime replacement guarantee.  The store found the purchase in the store data base.  I bought replacement identical Wagner pads with the clear understanding that my re-purchase price (not including my labor or other material) would be refunded under the lifetime warranty.

When I brought back the worn out pads, O'Reilly denied the refund as did the O'Reilly on-line email customer service person.  Because the pads were too badly worn (not uneven, just worn), O'Reilly claimed this was a maintenance issue on my part.  Unlike drum brake shoes than can be relined, non-riveted disc brake pad plates are not re-used.

Improper maintenance of a disc brake pad is evidenced by fluid contamination (leaking axle or bearing lubricant or leaking caliper brake fluid) or a stuck caliper causing uneven wear or a rotor causing uneven wear.  The fact that one pad wore to the metal may damage the rotor, but only indicates maximum use of the pad.  These pads do not have wear sensors and the pad that wore through in one area (and almost through on the entire pad surface) requires for a field inspection almost the same amount of labor as replacement of the pad.

On a previous occasion when I brought pads that were worn to the thickness of the backing, O'Reilly also denied a replacement because the pads were not worn out by the O'Reilly standard.

I would understand that rotor wear is not guaranteed if a pad is worn too thin, but this is a pad, not a rotor.  There is no routine maintenance done on a pad other than for uneven wear or contamination.  Pads wear out, period.  Beware the O'Reilly "lifetime" warranty.