RockAuto

I placed an order a week ago and as of today it still has not shipped out. Funds were taken from my account 3 days ago and the company still has not sent my order! I understand waiting for money to clear but once it does orders should be sent out that day. Still waiting for a response from Rock Auto

I placed 2 orders for the same product and both times they said it was unavailable but yet its on the site as still for sale. When I called to find out the problem I was told they miscalculated the shipping and could not fill the order. No other offer was made to resolve the issue. Their prices are not that great and the customer service could be one of the worst out there.

I recently ordered a gas tank P/N SPC F26D and received in good condition, however the order states it comes with installation hardware P/N LO26D which when received the sealed bag that contained the installation hardware was shipped already opened and parts missing out of the bag i.e. immediately noted were 2 bolts out of 4, copper soldering ends for extending tubes. When contacted the customer service for assistance and to state my issue. They immediately offered me $20.00 refund to buy needed hardware at my local auto parts store, however when researching the P/N LO26D the amount was twice as much (39.99 + tax) as offered refund leaving me out $20.00 out of my pocket (when I already paid for a complete tank with install kit included) to buy an complete installation kit to install tank. The worst part was the overall customer service and their offered options. Since I was very happy with the gas tank (and that I have it already) the easiest solution and request were to send me an un-opened P/N LO26D or the simplest and less hassle were to up the refund to $40.00 (and I will spend the money for tax) to purchase install kit. And to top it off I spoke with the "Manager" and she argued with me stating that they cannot increase the amount of refund. The only option is for me to except the $20.00 refund, keep the tank and lose out on $20.00 (plus tax) for the install hardware or return the entire gas tank (which I already stated I am happy with) with package kit of contents of remaining install hardware back to ROCKAUTO so they can re-ship another gas tank with a complete install hardware????? WHY......Why put the consumer through this hassle of repacking, shipping, and WAITING for anther gas tank (again when it is already here!!!) or the same tank with hopefully an up-opened bag of a complete install hardware kit. When the simple and easiest solution were to send me an un-opened P/N LO26D or the less hassle of all were to up the refund to $40.00 (and I will spend the money for tax) to purchase install kit and still have the gas tank here ready to install.

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

Review: I live in Holland and had a very bad experience with RockAuto

I ordered 26 january a caliper 43018-TA0-A01 for my European Honda Accord 2009.

This part is 100% identical to Acura TSX part A1-19-B3358.

I received it on 1 february, I assembled it- it looked 100% similar and fitted 100%- and what happened.........the caliper was defective; the hand brake did not work and even after thoroughly bleeding the caliper there was no sufficient pressure behind the piston so the brakes failed to work. Then I replaced it with the old, worn out caliper, and everything functioned well.This means the new caliper had a factory defective so I sent a mail and the incredible answer was that this caliper was not intended to fit for my Honda and I did not get a replacement or refund. The part was only intended for vehicles made in North America. I replied that it is wellknow in America that Acura TSX parts fit 100% on European Honda Accord (CU). This are technically the same cars.But Rockauto insisted: no warranty

I hereby warn every person outside the States: do never buy anything at Rockauto. You will have no warranty or replacement or refund or what so ever.So you take a big risk. With import charges included I payed 210 euro's for a defective part of which RockAuto only refunds the core (75$). Can anyone tell me if there is a consumer organisation were I can put a complaint?Desired Settlement: I want to send the defective caliper prepaid back to Rockauto and receive a new one or refund of my total damage of 200 dollars.

Consumer

Response:

Dear Sir, I have sent the defective caliper back to Rockauto with a note in which I told them that they had sent me a defective caliper and that I wanted a complete refund or a new caliper.They sent a message back that they had received the caliper and I only get the core money refunded (not the complete caliper). No warranty at all. Thank for your mediation. Best regards,

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:

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 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 part through rock auto and paid 47.27 for next day delivery, called the company when I didnt recieve my item. was told there was a weather delay and I might get it by monday. I then asked if I would be getting a refund for the overnight shipping and they told me no. Then the person on the phone known only as [redacted], would not give me his last name, and told me there was nobody else to talk to, became very rude, and would not give me a supervisor to talk to. I then told him to cancel my order since it has not even left the city the order was placed. he again told me no... He has been an utterly horrible person to try and deal with. I do not want this part and will NEVER buy from this company again.. I wanted a refund.Desired Settlement: I want a full refund and will never buy from them again....

Business

Response:

The customer ordered Wednesday evening using next business day

express shipping. We shipped his order Thursday, and under normal

circumstances it would have been delivered Friday. Due to a blizzard

on Thursday that affected FedEx shipments, FedEx delivered this

customer's shipment as soon as they were able - one business day late

on Monday. As we explained to the customer, since weather is not

something that is under anyone's control, no shipping cost refund

will be issued. He is welcome to return the part under our 30 day

return

policy.

The customer spoke with a representative hired to make decisions like

these, and who explained the answer we provided would not change by

talking to another representative. We could not cancel the order

since it had already shipped out and was in the carrier's hands.

Consumer

Response:

Review: I ordered parts for my 200 Audi A4 Quattro from Rock Auto. The information about the part I needed was reviewed by my mechanic and me, but was still incorrect on the website. The WRONG PARTS for my car were sent. I returned them but although this was a ROCK AUTO error, they refused to send me back the shipping costs both ways. AVOID THESE PEOPLE.Desired Settlement: Refund $16.02 in shipping charges

Business

Response:

Our

FAQ

page reminds customers to read listings carefully to ensure parts

match their application. This

customer has a Quattro model, but ordered Ultrapower part #UF290 for

a Base model as our listing specifies

[redacted]).

Our Policies

page explains that we do accept returns within 30 days but

shipping

charges are not refundable unless the return is due to our mistake.

Since this was the customer's error, he is welcome to return the part

for a refund of the part cost, but no shipping charges will be

refunded.

Review: I ordered a brake parts kit for my car that included 2 front rotors, 2 back rotors and brake pads for the front and rear.

The rotors were too big for the front so I called customer service. I was told that I should order the correct front rotors and given the part no. and that I would have to pay upfront.

I was told I should return the too large rotors for a credit and that I had to pay all shipping.

I did everything exactly as I was instructed by customer service but when they issued the credit, they deducted an instant rebate I had received when I placed the first order.

The rebate is offered on kits with both size rotors, I was not told to return the whole kit.Desired Settlement: RockAuto should refund the $28.28 they deducted from my credit without my authorization or notification.

Business

Response:

When this customer ordered a rotor and brake pad kit, the

manufacturer was offering a 10% instant rebate on kits. The purpose

of this rebate was to encourage customers to order a kit on a single

order (rather than individual parts) by offering a lower cost. As

with most instant rebates, it would not apply if parts of the kit

were returned or if the kit components were ordered individually/on

separate orders. (Similarly, if customers are offered a “buy one,

get one half off” deal to encourage the purchase of multiple items

and the customer returns one product, they do not get to keep the

second product for half price – rather, the instant rebate is

removed and the customer is charged the usual price for the product.)

The

customer reported that he had ordered the wrong kit for his vehicle.

He ordered a kit with 293mm rotors, but needed 275mm

rotors.

In accordance with our return

policy, since he made a mistake when ordering he could return the

entire kit or just the rotors for a refund but he would be

responsible for all shipping costs. All parts of the kits were the

same except two rotors and the cost of paying shipping 3 times

(outbound, return, and outbound on a new kit) for two entire kits was

higher than just paying to return and reship the rotors only, so we

arranged for him to return just the misordered rotors for a refund of

their cost. Then, he reordered the rotors he needed on a new order.

Since by returning part of the kit he was no longer buying a kit on a

single order, the instant rebate ($28.28) was removed. We didn't

discuss in depth the option of returning the entire kit and

reordering a new kit to keep the rebate on the new kit because the

customer would have ultimately lost more in shipping costs with this

option than he would have saved in keeping a rebate on the new kit.

The

customer has benefited from the way this return was set up because he

lost the least amount of total costs that were a result of him

ordering the wrong kit. No additional refund will be issued.

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:

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:

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 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:

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 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.

muy contento con el servicio y el material que he pedido.

Excellent company to deal with. Great prices and shipping.

Just placed my fourth or fifth parts order from Rock Auto.Website couldn't be more navigable, orders have ALWAYS arrived when expected or slightly before, quality is always better than I anticipate for the price, for my expected vehicle needs, it's rock auto every time. I'm a real dude who doesn't like bull [redacted]. Rockauto, DON'T CHANGE A [redacted] THING!!!!