I think the problem everyone encounters at these 'discount' auto parts stores (I mostly avoid them except when they have a great sale or I'm desperate) stems - in part - from the simple fact that they keep prices low partly by paying employess just above minimum wage and they get what they pay for. Not much, obviously.
People keep coming back and putting up with the poor service because the prices are fairly low (although I can buy Autolite plugs at Wal Mart - with no idiot clerk to deal with - just pick 'em off the rack).
Cars are complex, there are tens of thousands of available parts and these clerks are no different from the guy or girl at the K-Mart store and probably worked there last. Expecting these types to actually understand your vehicle is a long-shot.
Finding a knowledgable clerk is a big bonus in an Auto Zone, Pep Boys, whatever mega-store you choose. As I said, I avoid them most of the time. I would rather deal with a real auto parts store (NAPA, etc) or buy mail order in some cases, plus you can still get some basic car stuff at a Sears or even Wal Mart. Who needs these mega-marts with their clueless clerks and computers that they can't read or understand?
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