RockAuto

Review: !)/7/1 I ordered 2 body repair panels for a Jeep wrangler (#[redacted]) One panel for damage under drivers side door and second panel for behind the door. I saw pictures on line and called that day to confirm these were parts needed. Rock Auto confirmed and I placed the order.

The parts arrived, and I had 2 of the rear Quarter panels. I called and was told and with a follow up by E-mail the supplier had recently changed part numbers and the number they had were different, but for the same part. They suggested I sell the extra part locally as shipping was 200. dollars.

I requested they send, at no cost to me, the part I needed. CS said they would return the cost of the extra part, that was the best they could do. When I called on 10/22 I was told the part I requested was no longer available. I asked for e-mail responses, it is all on file. I get a different answer , depending on who I e-mail or call.Desired Settlement: I want them to send the part I ordered, in the on line catalog. Sorry the supplier changed the numbers, but if I cannot get both I cannot use either, they join together. I do not believe the person I spoke to was so untrained that he could not look at the picture and see they were the same thing, the 2 parts go together.

Business

Response:

We communicated

with the customer after his Revdex.com submission. We

explained we do not have the quarter panel he needs in stock. He

indicated he found what he needs locally and he will use the

remaining part. Since he will use one part and we have already

refunded him for the incorrect part, we consider this resolved.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Which would not have happened without Revdex.com involvement.Thank you,

Most EXCELLENT!

I have been very satisfied with all products I have bought from RockAuto. All the products have been delivered in a timely fashion.

Good prices on parts, reasonable shipping cost...and easy returns if ordered incorrect part.

These people do what they and when they say it.. What a rare admirable quality.

Extremely happy with service and quality of parts.

Class act.

I check Rock Auto FIRST when I need parts.
I do all normal maintenance on my car, to include tune-ups, brake pads/rotors, clutch & pressure plate, etc. This is a huge money saver. I avoid both dishonest mechanics AND high cost auto dealer service repairs.
Rock Auto has had everything I have needed for the 3 vehicles we drive. Their shipping is quick; I only wish it could be cheaper.
I appreciate their sending me notice of discounted older parts on the cars I have, they keep track of my makes & models.

I love using rock auto. its easy and the prices are great. the orders are always on time and never have problems. I would recommend this site to anyone.

Review: I was not given a full refund for a product that I was not happy with. The customer service people at Rock Auto are snide and condescending especially [redacted]. He is a customer service lead in the customer service department at Rock Auto. My order number is [redacted], I wanted to return parts that are not correct for my application. Rock Auto told me since there has not been any returns of these items and the manufacturer said it "SHOULD" work that I am wrong. They don't believe me, what happened to customer service. I have purchased many parts from this company, order number [redacted] will be the last time they get my money. On top of that I will spend the rest of my existence trying to deter people from doing business with Rock Auto. I no longer want the rest of my money refunded, for simple reason that I don't want them to able to fix this. They don't deserve to fix this! The standards of customer service are very low at this establishment, a well known fact.Desired Settlement: To take responsibility for the lack of customer service and to no longer allow [redacted] to [redacted] off customers over the phone. He is a "big talking man" on the phone, my [redacted]. has taut me that people who "talk big" are usually very small! Maybe he should be cleaning the bathrooms there since he so good at talking crap to customers.

Business

Response:

We're sorry Mr. [redacted] is

dissatisfied with our service. Certainly [redacted] should not have

been rude to him. We issued

a refund of $185.40, the full cost he paid for the

parts and provided a pre-paid label to return them. We did not refund the $9.27 he originally paid to

have the parts

shipped to him because our return

policy covers shipping only

when we make a mistake. Mr. [redacted] stated he was returning the

parts because he read on a forum that they cause a harsh

ride. We sent the parts he ordered and those parts fit his

car and have been used by many other customers. The fact that

he regretted his purchase after reading comments on a forum

does not mean we made a mistake in handling his order.

Consumer

Response:

Review: I ordered a brake rotor/pad kit from Rock Auto that did not fit my vehicle. After filling out all of the required, and specific, information for my vehicle I was brought to the following product page where there was no notation about the fact that this product would not fit if my rear rotors were solid (http://www.rockauto.com/catalog/moreinfo.php?pk=4662198&cc=1446506&jnid...⇄ As an average consumer how would I possibly know that the rear rotor configuration could affect the front rotor kit? Where on the information page does it state that if my rear rotors are solid that this kit would not work?

I appreciate the fact that Rock Auto is willing to take the unused kit back but it will be a total of over $40 in shipping this order back and forth. This is almost 40% of the cost of the entire order.

When I called to speak with a supervisor I spoke first with a woman named Jeanie who was not able to help me. When I asked to speak with a supervisor of course no one was available so I was told Ursula, the supervisor, would call me back. Despite the fact that I gave Jeanie my personal phone number I ended up getting a message left on my work line over the weekend. A convenient was for the supervisor to avoid me. So I called back and spoke to Ben, who clearly stated that he could see how the lack of information on the product page could be confusing. Ben also stated that there were no supervisors available. So I waited until Monday called back and got Jeanie again. Despite the fact that Ursula was now in the office Jeanie refused to let me speak with her.

My experience with Rock Auto, a company that I've done business with for years, ranks up there with one of, if not the worst, customer experience I've ever had. The fact that a consumer cannot speak to a supervisor is ridiculous.Desired Settlement: I would like my shipping credit back as I feel the product information page was not clear enough in the requirements for the product's application. To be honest, I should be credited the shipping solely by how poorly I was treated by Jeanie.

Business

Response:

We apologize that the supervisor called the phone number on the order instead of the cell phone provided in his request. Mr. [redacted] did receive a call back on the morning of the 2nd business day to address his customer service concerns and discuss the return of his order. That call did not change the facts established with the first customer service representative: He ordered a front rotor & brake pad kit listed to fit a vehicle with vented rear rotors. The catalog listing (attached) is clear regarding the vehicle application requirements and Mr. [redacted]’s vehicle has solid rear rotors. Since he ordered the wrong kit for his vehicle, we provided him with return instructions to return the kit for a refund equal to the cost of the parts. As our Help page explains, every part we sell may be returned within 30 days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistake.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I feel the only reason I was contacted by Rock Auto was because I opened a case with the Revdex.com. I was clearly and very rudely told by Jeanie that the case was closed and that I would not be hearing from anyone. Prior to this call, Ben, the second support representative I spoke with, agreed that the information page was confusing. Nowhere on the page (link below) is there mention of any requirement(s) for the front rotors being dependent on the rear configuration. http://www.rockauto.com/catalog/moreinfo.php?pk=4662198&cc=1446506&jnid=...⇄ />
I have since sent the kit back and am very disappointed with Rock Auto's unwillingness to work with me on this.

got my starter before expected delivery date,saved more than half on price even with shipping and it bolted right up and was new not remanufactured really suprised wait is this thing stolen lol thanks rockauto.com you guys rock.

great company

Great service good prices

great place to shop bang on

Have dealt with RockAuto many times, and sent friends there - great service, prompt and great prices. Shipping is fast, even the Newfoundland. On the couple of occasions when I was unsure about which part I needed, their telephone staff was knowledgeable and helpful. Can't recommend RockAuto too highly.

Once again I am very pleased to use RockAuto. They have been consistently the best. I've, unfortunately, tried one of their competitors and had a nightmare. RockAuto gets all of my business now.

Review: I purchased a complete clutch part from RockAuto and a sensor was missing from the box. I installed the item since I needed my Jeep for my work. They asked me to return the whole thing. I would have to remove it, ship it, then wait for over a week to reinstall it. I asked them to just send me the part that was missing.[Ticket#[redacted]] Online Return Created for Order #[redacted] They said the supplier [redacted] would not send the switch only. They don't seem to realize I need my Jeep in order to get to and from work. They offered a $10 credit but why not just send me the part as advertised?

[redacted]Desired Settlement: I just want the switch to complete the job. We have a bypass wiring now in order to keep my Jeep running. It seems so simple to us.

Business

Response:

We're

sorry this shipment was missing the sensor. Unfortunately, since the

manufacturer can not send the part separately, the options we can

offer are to:Return

the part (using a prepaid return shipping label) for a full refund.

Return

the part (using a prepaid return shipping label) for reshipment of

the correct item (including the sensor) at no additional cost to the

customer.

Place

a new order for the same part, swap out the incomplete part for the

complete part, and then return the incomplete part (using a prepaid

return shipping label) for a full refund.

Accept

a partial refund ($10, or the cost of shipping on his order) due to

the inconvenience.

Shipping

the sensor separately is not a reasonable option due to the high cost

of the sensor when sold individually (which is about 2/3 of the cost

of the full assembly purchased); we can not ship this part out for

free. The customer can use the return instructions and prepaid return

shipping label to return the part he has for reshipment of the

correct part. If he prefers an alternative solution, he is welcome to

select a solution from the above listed options in order to resolve

the problem, then contact our customer service department

([redacted]) with

his preferred option.

Review: I purchased a rack and pinion from Rock Auto on July 11th. I had the part installed at the garage and it was found to be defective (leaking). I contacted Rock Auto and they indicated I order a new one, pay for the rack and pinion, core, and upon return of the defective part they would reimburse me the second purchase (plus shipping costs). I order a 2nd rack and pinion on Aug. 8th. This was also installed at a garage and leaked immediately upon installation. Each installation cost $220 CAD in labor cost. That is, a total of $440 CAD has been spent to install the two defective rack and pinions from Rock Auto. I requested that Rock Auto reimburse me the original purchase and they have declined. I cannot continue to receive defective rack and pinion and pay $220 each time to have it installed at a garage. Therefore, I am seeking a reimbursement for the rack and pinion purchase ($258 USD plus $15 USD shipping costs). In addition Rock Auto also declined to reimburse me for the core return of 2 brake brackets recently purchased (Total $12 USD because I shipped those part to a wrong warehouse).Desired Settlement: I am seeking reimbursement of $258 USD for the purchase price of the rack and pinion plus the following:

$15 USD for shipping costs incurred to return the defective rack and pinion to Rock Auto.

$11 USD for shipping costs incurred to return the brake brackets to Rock Auto.

$12 USD for the core return charges related to the brake brackets.

Business

Response:

We

apologize for the confusion on two of this customer's orders. To

clarify, the customer refers to 3 separate orders with us in his

submission: orders [redacted] and [redacted] contained rack and pinions,

and order [redacted]

contained caliper bracket cores.

Since

both rack and pinions (orders [redacted] and [redacted]) failed within 30

days of purchase, both are returnable for refund.

Our representatives mistakenly thought the failure occurred outside

our 30 day return window, which is why only replacement under

warranty was offered. Both orders have been refunded.

Our

Warranties page explains that like other retailers of branded

products, RockAuto does not offer any product warranty of our own--we

honor the warranty provided by the manufacturer of the product.

Warranties offer only replacement of the defective part with another

part: no reimbursement of labor costs, shipping costs or other

expenses (http://www.rockauto.com/docs/warranty.php).

The manufacturer (ACDelco) does not consider labor claims so no labor

cost coverage is available.

Regarding

the caliper bracket core returns on order [redacted]:

the customer was given a specific return location on his core return

instructions. The customer returned two (2) $5 cores to an incorrect

location. Since the customer failed to follow return instructions and

the cost of correcting his error by forwarding the parts to the

correct return location costs more than the cost of the parts, the

parts were disposed of and no refund is due.

Consumer

Response:

Have done many, many orders & all but one have been great transactions. Usually arrive early, quality products at prices that can't be beat.