RockAuto

Awsome site. Love it.

large supply of parts, good prices. Last order went well so trying them again.

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

Customer friendly and very easy to order.

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.

Review: we ordered a front bumper. they sent us a rear bumper cover. there statement on website for reconditioned parts states "PARTS ARE OE QUALITY, HAVE BEEN RECONDITIONED & ARE READY FOR PREPARATION & PAINT. PRIMER COLOR OF PARTS MAY VARY." TO US THAT MEANS VERY LITTLE PREP. ROCK AUTO CUSTOMER SERVICE REP. STATED ALL THEY DO IS PRIME PARTS THEY DON'T SMOOTH OR DO ANY PREP & THE WEBSITE /CATALOG DOESN'T STATE THEY DO. I HAVE ASKED FOR THEM TO PAY FOR SHIPPING & REIMBURSE PART. I WILL NOT BE BUYING ANY MORE PARTS FROM THIS COMPANY DO TO THERE QUALITY & CUSTOMER SERVICE. TO SHIP THIS BUMPER COVER BACK WILL COST OVER $330.00 DO TO THE SIZE OF IT. I HAVE FILED A RETURN ONLINE & CALLED THEM THEY WILL DO NOTHING FOR SHIPPING.Desired Settlement: WE WANT SHIPPING PAID FOR & REFUND PUT INTO OUR ACCOUNT IMMEDIATELY. I HAVE TO FIND ANOTHER FRONT BUMPER COVER TO FINSIH THIS JOB THAT NOW HAS BEEN HELD UP.

Business

Response:

This

customer ordered a rear bumper cover as our listing specified, and we

shipped what was ordered: a rear bumper cover that (as our site

states) is reconditioned and ready for preparation and paint. As

our Help page explains

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

every part we sell may be returned within 30 days for a refund of the

part price. Shipping charges are not refundable unless the return is

due to our mistake. Since we shipped exactly what was ordered, no

shipping charges are refundable.

Consumer

Response:

Review: I recently purchased front left Upper & Lower Control Arms with ball joints from Rock Auto for a 2007 Dodge Ram 1500 SLT Quad Cab 2WD 5.7L. I input my vehicle specs on their website and the products for "YOUR" vehicle come up. Raybestos, Dorman, Moog, etc. I pick uppers and lowers from Dorman (to stay with the same manufacturer). I pay an additional $35 for expedited (1-2 business days) shipping since my vehicle was on jack stands. I get the parts and the upper fits but the lower does not.

I call "Customer Service" and I get [redacted]. I explain the situation and of course it's my fault not the website's inaccurate application guide. He says that he'll send me the return information but that Rock Auto isn't paying for it. I ask to speak to a Manager and he states he's the Manager and proceeds to tell me how I'm at fault and I should have done this and that! As rude, unprofessional, and condescending as I've dealt with through online sales.

At this point they have $130 of mine and I have a mismatched part due to their website being [redacted] POOR!! Reading ouher consumer's complaints concerning Rock Auto I noticed a trend. Many complaints from customers ordering the wrong parts due to their "infantile" website.

I am requesting a FedEx shipping label to ship this incorrect part back to Rock Auto and a full refund to my PayPal account for the Dorman "Lower" Control Arm.

Thank You.

[redacted]Desired Settlement: I am requesting a FedEx shipping label to ship this incorrect part back to Rock Auto and a full refund to my PayPal account for the Dorman "Lower" Control Arm. ($130)

Thank You.

Business

Response:

We are sorry that Mr. [redacted]

experienced problems while ordering a lower control arm for his 2007

Dodge Ram 1500 Pickup with a 5.7L V8 OHV engine. When we were

initially contacted regarding the fitment issue of DORMAN

Part # 521375 on March 19, our

representative saw this control arm listed for a front left lower

application on vehicles with rear wheel drive and a heavy duty

suspension system (Front Left Lower; RWD; Heavy Duty).

Our representative asked Mr. [redacted] to confirm whether these details

applied to his vehicle, and Mr. [redacted] indicated that he was not sure

whether he had heavy duty suspension. Especially considering the

second control arm the customer purchased on the same order for the

same vehicle (DORMAN Part # 521033) was not for heavy duty suspension

systems, our representative understood this to mean the customer

mis-ordered DORMAN Part # 521375 and offered him a return for a

refund of the part's cost, per our usual return policy.

Upon

receiving Mr. [redacted]'s email from March 21 in which Mr. [redacted]

expressed concerns that this vehicle only has standard suspension and

requested a return of DORMAN Part # 521375 for a refund of original

shipping and the part cost with a prepaid label for the return, a

second representative further investigated the listing. He found that

our manufacturer does specify this part for a heavy duty suspension

system, but that the listing could be clarified by adding the detail

“mega-cab” to the listing so that customers without mega-cabs

know not to order this particular part. We accept responsibility for

making our catalog listings as clear as possible for our customers,

and have since updated the catalog listing to specify that DORMAN

Part # 521375 is specific to mega-cab vehicles so that future

customers are not confused. Mr. [redacted] did disregard the “heavy

duty” detail when he ordered, but considering the listing has

since been clarified we will honor his request for a refund of part

cost and the proportional outbound shipping cost, and we have

provided the customer with a prepaid FedEx label to return the part

at our expense.

We

apologize for any confusion with this listing, and have updated the

listing to prevent further problems. Regarding the customer service

that Mr. [redacted] experienced during his initial phone call, we have

spoken with our representative to ensure professional, respectful

communication takes place moving forward.

Review: I paid $62.89 for express 2 day shipping so the parts would arrive by July 03, 2015 so that work could be completed over the holiday weekend, by July 05, 2015. The package arrived on time, however, one of the parts was incorrect. I called immediately on Juy 3, 2015 to advise them of the error and ask that a new part be shipped right away, but they insisted that a part could not be shipped that day and that I would have to wait until Monday for a new part to ship, which meant that the part would not arrive until Wednesday, July 8. I asked them to refund at least a portion of my shipping cost since I was not able to complete my repairs in time, but the refused to offer any compensation. Further more, they emailed me a return shipping label to ship the incorrect part back to them, and I had no trouble shipping the part back to them that same day that they were insisting no one was shipping packages. Although they are shipping the correct part, the delay in the repair of the vehicle is costing me money that I would not have had to spend otherwise.Desired Settlement: A refund of the full shipping cost to offset the additional accrued expenses incurred due to the delay of the repair of the vehicle.

Business

Response:

We're

sorry there was a problem with this customer's order. He reported a

problem with his part just before 5pm CST on Friday, July 3rd.

We provided a prepaid FedEx Ground return label and offered either

reshipment of the correct part using the same shipping method he

originally chose on the order (2 business day express) or a full

refund, including shipping, for the incorrect part. The customer

chose reshipment. We explained that since July 3rd

is a federal holiday, FedEx express services were on a

modified/reduced schedule. Further, as

our website explains we can not guarantee same-day shipment on

any order, especially orders transmitted this late in the day on a

federal holiday. Since FedEx Ground services remained open the

prepaid FedEx Ground label we provided him allowed him to drop off

the return on the 3rd.

We express shipped the correct part to him the next business day

that FedEx express services resumed (Monday) and it was delivered 2

business days later on Wednesday. As

our site explains, RockAuto is not responsible for

any costs exceeding the cost of the part, so no additional refund

will be provided.

Consumer

Response:

Great as always!

Review: I Ordered eight fuel injectors for my standard 1991 Firebird 305 engine. These injectors of the company Accel, described at RockAuto suitable for my car, without any additional changes or restrictions for my car. I have installed the fuel injectors correctly and when I tried to start, the car's engine is flooded immediately. I then contacted the manufacturer and find out, these injectors are only suitable for modified engines. I also read from another supplier this warning:

“To correctly choose a performance fuel injector flow rate, the following variables must be known: •Brake-specific fuel consumption (How much fuel you are using per horsepower per hour) •Actual crankshaft horsepower •Maximum injector duty cycle •System fuel pressure at the fuel rail Remember that installing larger flow injectors only has technical merit if substantial modifications have been made to the entire induction system. Determining the right amount of injector fuel flow is only part of the injection selection process. You also have to match the injector's operating parameters to your Electronic Control Unit. Operating parameters include both the injector driver style (peak-hold or saturated-circuit) and the resistance required to pulse the injector. Failure to properly match the injectors to the ECU can result in slower delivery rate, overheating of the injector or fuel injector driver, and even engine damage! When installing performance fuel injectors with larger flow rates, it may be necessary to recalibrate the mass airflow sensor and/or reprogram the vehicle's ECU.”

With this information I contact RockAuto and told them the problem. They were not willing to admit that the fuel injectors are not suite my car. If they let the costumer know that there are restrictions, like the warnings above, I would never ordered them! Countless e-mails and a lot of work later, plus I can’t drive this car for a long time, the company is still stubborn and will not come to a acceptable solution. My accommodate even went so far that I ordered the correct parts with them! I think if a company already maintains better than Autozone, Advance Auto Parts, etc. then they should also be at least as good after-sale service!

This is now my second bad experience with this company and I think the always generally blame the costumer!Desired Settlement: Costumer friendly solution, refund or credit note.

Business

Response:

This is the second order the customer

has reported a problem with. The first time, a part failed under

warranty and we assisted him through the manufacturer's part-for-part

replacement warranty.

As an online retailer, we

provide the relevant information necessary to correctly order parts

through our site. On this order, the customer purchased fuel

injectors that our site specifies are for vehicles with a flow rating

of 40lb. per hour. The customer reported this specification does not

apply to his vehicle, so we would not expect this to work for him.

(He has indicated we do list others that specify different details

that apply to his vehicle, so he is welcome to place a new order for

those if he'd like.) As

our site explains, since the customer ordered incorrectly and

then installed the parts, they are not returnable.

Consumer

Response:

Was a perfect experience.
shippin was very fast
product was accurate
Just a little drawback.purchased same part from amazon costing me 16$ less including shipping charges.
otherwise all positive.

Every part I have ordered has been an exact fit so I have not returned anything from belts and gaskets to rack & pinion and window actuator. I've had an excellent experience with this company.

Review: I ordered an altenator from rock auto shipped express mail guaranteed 2 day delivery by usps,it did not arrive in the 2days guaranteed and the part was defective so I had to pay another 43$ to ship back and buy another unit plus again us express mail at a cost of another $83 for shipping plus a second altenator so far I am out over $650 bucks now the second unit I again payed for express mail $83 and the usps recd unit on 1/5/14 but did not deliver until 1/9/14 again not delivered per usps gurantee,our postmaster advised we were entitleds to a total refund of shipping cost .Yet when I contacted rock auto they refused to claim refund stating no 2 day guaranteed delivery by usps yet on line at their site if u punch in the shipping zip and my destination 00802 they show 2 day guaranteed delivery. Also the second altenator they sent is defective ,again they say I will have to buy ANOTHER UNIT ! this is absurd I have been renting a car since dec 26 2013 today is jan 9 2014 and dispite paying in excess of $650 ,I still have no replacement part !Desired Settlement: a full refund including shipping & return cost in 24 hrs so I can buy the part from a reputable parts house and return this rental car

Business

Response:

We are very sorry this customer's first

alternator (order [redacted]) did not arrive in the expected time frame

and that he had issues with the pulley on the part. We have filed a

claim against USPS for this late delivery. The customer filed a

PayPal dispute on the purchase on January 10, the day after the part

was returned to our warehouse. We always issue refunds within 5

business days of the warehouse receiving the part, so we are

uncertain why he did not wait that time period before receiving his

refund. This 5 business day refund time allowance is listed in our

return instructions and on our website, as seen here:

At this point, due to the defect he

noted, we have refunded the entire cost of this order, $323.80, to

his PayPal account. We have also reimbursed him $43.05 for the cost

of shipping the part back from his shipping location in the U.S.

Virgin Islands. This $323.80 refund was issued on January 15, after

the customer closed the PayPal dispute he filed on the order

purchase. We noted that we would not be able to refund anything to

his PayPal account until the dispute was closed – disputes delay

refunds, because we must negotiate with both the customer and receive

the approval of PayPal to issue them.

Regarding his second order, this order

shipped Priority Mail Express International, so it should have

arrived within 2 business days. When it did not, we again filed a

claim against USPS. Very unfortunately, he received a damaged

alternator this time, with the insulator broken off. We are sincerely

sorry for this inconvenience. We advised him that we would set up a

return for him, again reimburse his return shipping and refund him

for the entire cost of his new order, $324.80. The customer again

filed a PayPal dispute, on January 10, this time on order [redacted],

before ever sending the part back. We again advised him that he would

need to close the PayPal dispute and return the part before we could

issue a refund. The customer then escalated the PayPal dispute to a

claim, which to date has not been closed. The second part was

returned to our warehouse on January 13, so if the customer is

willing to close his PayPal dispute, we will be able to refund him

for it by Monday, January 20. Again, the PayPal dispute must be closed before we are able to issue a refund on the second order.

Business

Response:

We are sorry for the delay in reimbursing the customer the $43 for the cost he incurred in return shipping. That refund was issued on January 20, as soon as the USPS claim was processed and refunded to us.

Since his PayPal dispute is still open and a PayPal claims specialist is reviewing the dispute -- and has been for several weeks -- we are allowing PayPal to make the final decision on whether to close the dispute in his favor. He will be refunded either way, since he returned the part, but PayPal will be deciding when that happens. As soon as he is refunded, he will be reimbursed the additional $45 he incurred in return shipping cost, for that order.

Consumer

Response:

Ordered delco radiator part and received cheap non delco part in the delco box

Parts shipped same day as ordered, Received next day, Fit just as good as original did Pricing is excellent

rock auto rules-Great prices,service,shipping.

Rock Auto is the best I can find. I have found it very easy to find the parts needed when they arrive they are in great condition they fit just like the original and very good quality.
Thank you

Rock auto has always had the parts I needed and the prices have always been less then their competition. They get the parts shipped pretty fast as well. I will be doing my auto parts shopping at Rock auto for a long time to come. Thank You Rock Auto !!!

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

I have placed about a dozen orders with rock auto and have been very satisfied with the products and serviice so far. no complaints here.