RockAuto

Review: I purchased 2 catalytic converters from rockauto.com per the web site they were an exact fit, I also called customer service to confirm that the items would fit. I placed the order via the web and received everything on time once I took it to my mechanic to have the parts installed several hours later I was told by my mechanic that parts would not fit, we called Rock Auto shortly after so we could discuss what the issue is on why the parts didn't fit. My mechanic also explained to the rep that I just spent $270.00 to have the old parts put back on because of the new parts did not fit. The customer service rep was very helpful and said he would look into why the parts didn't work, I got an email a day later from the customer service rep stating below

Dear Mr. Phillips,

I am sorry the converters you ordered didn't fit. I notified the manufacturer's technician, [redacted] of the issue and he replied:

We are updating cataloging on this over the weekend. Please have this customer order our part numbers: 18264 (Left) and 18299 (Right) for this application. I apologize for the inconvenience.

Unfortunately, it appears, the manufacturer provided us incorrect information about the fitment of the converter.

I have just sent via email the necessary return instructions for sending them back. Please follow those return instructions and send the part back to the warehouse for a refund.

Once I got the above email I searched the new part numbers on rockauto.com that the rep suggested I get, 18264 is a catalytic converter and 18299 is a muffler which is not the part I need. So one of their replacement parts is still the wrong item on the website. I'm sending the parts back to get full refund.

I called back on Monday to see about getting a refund on the $270.00 I paid to have my original parts put back on because of the Rock Auto and the manufacturer mishap, I was told by another customer service rep at Rock Auto that they don't have a refund policy on such things and its a lost that I have to take. I explained to the rep that this issue was on their end and I have to pay for it that didn't seem to be good customer service.Desired Settlement: All I want is the $270 back that I had to spend to get the old parts put back on because of the Rock Auto and manufacturer mishap.

Business

Response:

We are very sorry for the error we had

in our catalog that resulted from inaccurate information from the

manufacturer. Catalog errors are rare, but occasionally they do

happen. We have fixed the error in our catalog. As our Warranties

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

states, labor costs are not reimbursed by RockAuto and this

manufacturer ([redacted]) does not consider labor claims. Thus, we are

unable to reimburse any labor costs associated with this order. Upon

return of the incorrect products, we will provide the customer with a

full refund including all shipping charges.

Review: I recently purchased parts for my vehicle from rockauto.com. Two out of the four parts fit properly on my vehicle. For the past two weeks it rained heavily and the boxes my parts came in were all damaged. I Contacted rock auto to see if I can get a refund and collect two of the core fees by sending the old parts and the parts that I didn’t need back. They told me I cannot send it back because the boxes were damaged that I have to contact FedEx and try and get my refund through them. FedEx doesn’t control the weather so there for it is not their fault that the boxes were damaged in the rain. I also ordered two other parts from them to replace the parts that didn’t fit. I tried to explain to them that it was the rain not FedEx that damaged the boxes and they still declined me to return the parts that aren’t used and also the old parts to collect my core fee. I don’t feel that this is proper customer service.Desired Settlement: I would like to receive a refund from the parts that didn't fit my car and also receive my core fee charge back once I return my old parts.

Business

Response:

The customer is

correct – in this case, rain damage to the boxes should not prevent

return. The customer ordered the wrong calipers for his sport

suspension, so our standard return policy will apply: he can return

the front calipers from order [redacted] for a refund. He can return

the rear caliper cores on this order for a refund of the core charge.

We have emailed the customer return instructions for these returns.

We request the customer include the original boxes (regardless of

their condition) with these returns. (If an alternative box is

needed to ensure the parts aren't damaged in transit, this can be

used as well but the original boxes should be included in the

return.) The customer can return the front caliper cores under order

[redacted] using the return instructions we have sent for a core charge

refund.

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.

Review: On May 17,2015, I ordered a transmission valve body (ACDELCO [redacted]) in the amount of $412.79 for a 1999 Saturn SL2. I received the part on May 20,2015 and installed the part on May 24,2015. I had ordered the part to fix an issue with the transmission shifting After installing the part, the transmission still shifted poorly. I sent it to a repair shop and they had the vehicle for over 8 days and could not fix the problem. I found another repair shop who could fix the transmission . The mechanic from this shop had to open up the transmission valve body to diagnose the problem and he found that 2 of the 5 internal solenoids were faulty, he replaced them to see if the problem was corrected and it was. Contacted Rockauto.com by e-mail and was told that it is NOT under warranty.Desired Settlement: I have asked Rockauto. com to refund me $190.00 for the parts and labor.

Business

Response:

This

customer purchased a part in May 2015. In July he reported that he

altered the part and disposed of the core, then requested

reimbursement for labor and the unauthorized modification. 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 cash refunds

and no reimbursement of labor costs, shipping costs or other expenses

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

Our Help page explains we will not accept returns of parts that have

been modified

(http://www.rockauto.com/lang/en/answersTab4.html#Returns).

Since unauthorized modification of the part voided the warranty, no

refund or replacement will be provided under the manufacturer's

warranty.

Review: I purchase strut and after few month it failed so I had to find out the warranty process, so I had to order a new one and then ship the failed part to get a refund, I am told they will not honor the warranty, the customer service was very unprofessional, rude and after repeatedly asked for the next higher up to recifity the issue and I kept getting the run around. I was treated disrespectfully and implied I was stupid and do not know what I am talking about when it comes to warranty.Desired Settlement: I want to ship back and get my refund. since I am done with their customer service being a joke and no help.

Business

Response:

Mr. [redacted] reported that his KYB strut had failed due to a defect with his MOOG strut mount. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. MOOG will not cover a KYB brand part under their warranty, and KYB will not cover a part that did not fail due to its own defect. We sent a replacement MOOG strut mount, but we were not able to authorize the warranty replacement return for the KYB strut. We do sell strut & mount kits, as well as strut / coil spring / mount assemblies, for his 2001 Nissan Maxima. In the future, Mr. [redacted] may consider purchasing parts as a kit so the warranty will include all parts together.

Consumer

Response:

Always had good dealing with Rockauto very good prices and fair if you need to return an item.

For such a vast array of available parts Rock Auto has simplified the process to nearly nothing. From choosing your vehicle, the continuous drop-down menus take you to the exact part- then gives you numerous choices. Now for the best part; you can choose parts from the same warehouse as other parts you are ordering to keep shipping to minimum. From selection, to price, to superfast shipping, Rock Auto can't be beat. I also have a garage-owner mechanic friend that uses Rock Auto more and more often.

Rock Auto consistently has the best price and great selection. I appreciate the additional info available on each part. It helps in the decision making process.

best auto parts distributer there is. I've recommended this site to countless people and they have all agreed with me. the parts are high quality for a reasonable price and they always come in very quickly in as little as the next day and usually in less than 4 days. to this point I have always received the correct part as it is an easy site to navigate so I am sure I am ordering the part I need.

rock auto rules-Great prices,service,shipping.

Always have everything I need for my business in stock and the prices are unbeatable.

Great as always!

I have used Rock Auto 3 times now and every time the parts come right to my door and are quite a bit cheaper than I can get them locally.

Competitive pricing, good service, excellent selection.

I have been doing business with this company for five years and I have never had any complaints.

Best service on the net.

Good experience. It's my second buy from abroad (Peru)

I wish they had a store next door great price Fast delivery on name brand parts

Best auto parts service I've ever dealt with! fast shipping, well packaged, FAST, Great website easy to navigate. Will for sure keep doing business with Rock Auto!

Prompt shipping, friendly service, great prices....what more is there?