RockAuto

If you are good following directions, forget auto service for minor electrical/mechanical issues - this is the place to go.

Review: I went to rockauto to purchase a suspension for my car (front pair shocks/struts and rear pair shocks/struts). On their web page I found the front shocks listed separately and rear just listed as rear. The web page did not specify it was a single (or show a picture of a single piece) nor state that it was a pair. Since the Front shocks/struts were listed separately it was assumed (since the website did not make it clear) that it was a pair and ordered as such. I received my purchase and saw it was only one piece for the rear and proceeded to call rockauto to discuss the issue. The first person I spoke to was completely dismissive telling me that if it doesn't say pair or show a picture of two (this item had no picture, other single pieces had pictures of a single piece) that it is a single piece. I then told her there was no picture at all and that no where did it say it was a single. She then told me that it states in their help section that if the item does not say its a pair its a single piece (I checked the help section and there is no such information). I then called back and spoke to a different individual who was already aware of my situation and told him that I checked the help section and it didn't say anywhere that the item must be listed as pair. The response I received was well you are the only person that has ever had this problem so do you want return what was purchased or order the other piece and pay shipping and handling again. I then told them to expect me to file a complaint with Revdex.com for improper advertisement and poor customer service.Desired Settlement: I would have been content with free shipping on my next order which would have been the other shock/strut.

Business

Response:

This

customer ordered three parts: 2 front shocks and 1 rear shock, as our

site and his order confirmation showed. He mistakenly assumed the

single rear shock advertised on our site would be sold in pairs

despite there being no indication that it would be sold in pairs. As

our Help

page explains, parts are priced individually, unless stated

otherwise in the listing. All shipments include a shipping cost, so

we explained that since we shipped him exactly what he ordered we

would not cover shipping costs on a new order for a part he

originally neglected to order. No update to the part listing is

necessary, since the listing does not claim to include 2 parts when a

quantity of 1 is ordered and our Help page offers explicit

clarification that our parts are sold individually. He is welcome to

return his order within 30 days of ordering if he'd like using the

return instructions he generated. As our Help

page explains, shipping charges are

not refundable unless the return is due to our mistake.

Since we shipped what was ordered no shipping costs will be covered

on the original order.

Never had a problem with orders. Everything arrives when they say it will arrive. Checkout is simple. The site is easy to navigate.
Great company. Definitely recommend.

Worst customer service ever! We have always used RockAuto for car parts. They are fast and cheap. BUT, when you have a problem with the part because it comes in defective and leaks... Don't expect anything good to come from them! We had to drive an hour away to the BMW dealership to get a replacement part so we could get back on the road. RockAuto's solution to the problem was mail back the defective part, then they will ship out another one (that may or may not leak again?!) and wait for it to come in to fix the car. So is that another 6-10 days without a vehicle? I don't think so. I called to explain I was mailing the defective part back and wanted a credit. They refused and instead are shipping us another replacement, that we no longer need! I will NEVER use RockAuto again. What a disappointing way to do business. Shame on them.

This is my first purchase from Rock Auto. The site seems easy to use. Seems to have some problems with shipping from the same warehouse. Ordered 2 of the same item. One shows it from warehouse A and the other from warehouse B. Since I was in the parts distribution business and retail sale for many years I will be looking at the quality of the in house brands. Will need to receive my order before I can rate the business. Don't know why they ask for a review of service etc. I just placed my order???????

100/10 Would not dream of purchasing auto parts anywhere else online.
Best shipping, best price, best site.

Easy to find and order what I needed. Better prices than auto parts stores even after shipping. They shipped exactly what I ordered the same day and I received it in only two days with just standard shipping. Glad to learn they're a family owned business. Monster corporations have no loyalty to anyone but their investors.

Rockauto don't returns easy.

Just a heads up to customers of this business. When and if you need to return a product for any reason, you will only receive "store credit" unless you can find the option on the website to get your credit card refunded, your money goes to this "store credit" option automatically. Which DOES expire! And when you purchase new product, there is not an automatic application of said credit. So you loose your money and they re- sell the product and get paid twice. Smart of them don't you think?

RockAuto has always given me quality service. The parts always arrive when expected, and the information on every product I've ordered has been accurate. Their prices are the lowest I've found for most parts, minus some body panels I found cheaper through a specialty company. I have no doubt that if I had an issue with anything arriving defective, or the wrong part altogether, that they would do everything they could to make things right. They are my go-to supplier for almost all my auto parts needs. I've ordered from them at least 15 times since a friend told me about them. I recommend them to all my friends, and they've all had positive experiences as well. Truly among the best in their field.

Great prices and very fast shipping on my wheel bearings. Shipping cost was very reasonable.

Time and time again, Rockauto has provided the best prices and prompt processing for all of my orders. Anytime I need to fix anything on my jeep, I come to RockAuto first.

Excellent Service. Very good experience. Order again with absolute confidence.

I like to use Rock Auto for my more expensive parts the

prices are better than auto parts stores and dealers.

IT'S THE BEST !
No body is even close ~
At the very TOP !
.... just forget the " Auto Zone, Napa, etc. " group !

Great just had problems with returning parts!!

Totally satisfied. Great prices, great service, great shop. A pleasure to make business with.

Excellent website and reputation of the company Rock Auto

Received correct part' as promised. Good job

5 stars ,thanks rockauto,[redacted]