RockAuto

Review: The parts I ordered from Rockauto does not fit. I ordered a radiator and an ignition. Neither fit as stated in the ad. The website refuses to refund or exchange my items. Now I expect a full refund.Desired Settlement: refund.

Business

Response:

Upon receiving this complaint, I attempted to contact Mr. [redacted] directly to discuss the fitment issues with these parts. He declined to respond to either contact attempt. This order was placed on September 19. We accept returns within 30 days, as our Help page explains. On October 12, Mr. [redacted] set-up a return online for the radiator and selected to “Return the part anyway (at my own expense).” Our records show he never returned this part, though return instructions were supplied. Mr. [redacted] did not attempt to set-up a return for the ignition lock cylinder until October 30, after the 30-day return period had expired, which is why he was unable to retrieve return instructions for that item.

Great Prices and fast shipping, how ever I purchased a break booster for a 1984 ford pickup not realizing there are 2 different bolt patterns, I painted it prior to installing so I can`t return it instead of a 3.5 pattern I got a 4.5 bolt pattern. That`s the only difference between the two, So after close comparing the pictures I ordered another. and now I have one for decoration around the shop. More info for something that important would save allot of time and money.

Review: The stringent defective parts returns policy is impossible to follow and their customer service department refuses to accept mail and returns it undeliverable.Desired Settlement: refund in the amount of $112.83 and change of corporate policy

Business

Response:

Mr. [redacted] purchased this fuel pump April 20, 2015 and reported a failure on August 18, 2015. Our website 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 or other expenses (http://www.rockauto.com/docs/warranty.php). We provided him with instructions on how to return the part to receive a replacement, multiple times. He chose to disregard these instructions and mailed the part to our corporate office, which does not have the staff or facilities to process parts returns. This package was refused and returned to him. Mr. [redacted] is not eligible for a refund from RockAuto, but we can assist him with a warranty replacement, if he follows the return instructions we have provided.

Consumer

Response:

Rock Auto sells parts at a very good price, and has great delivery times

I ordered a spare part on Thursday and it was on my doorstep on Monday. All the way to Iceland

Review: I purchased a Pinion Gear from Rock Auto LLC in May 2015. An attempt to install the part was made by an authorized garage only this past week. The part did not fit as it was too big/incorrect part. The box indicates that the part is for a Caprice Classic or Impala car. The part was purchased for a 2000 GMC Sonoma (a pick-up truck not a car). Rock Auto LLC insists the manufacture of the part lists the same part for both. However, the reality is that the part is too big and does not fit. Since Rock Auto LLC is not willing to replace the part with another one from a different manufacturer, I am seeking reimbursement of the part ($190 CAD) plus return shipping costs (est. $20 USD). In addition, when the mechanic removed the old part to install the new part provided by Rock Auto LLC, I had to pay $250 in labor for the mechanic to remove the old part and attempt the installation of the new part. Since the part was incorrect, the mechanic has to reinstall the old part to make the truck operational. I am seeking to have this labor costs reimbursed as well given that it would have been paid to install the correct part. Instead, I am out of pocket $250 in labor given the part provided by Rock Auto LLC was the incorrect part.Desired Settlement: Return incorrect part for full refund of the part ($190 CAD) plus return shipping charges (est. $20 USD) and reimbursement of labor costs in the amount of $250 for the mechanic costs to remove old part and reinstall old part given the new part from Rock Auto was the incorrect part.

Business

Response:

This customer ordered in May 2015 but didn't report a problem until October 2015. As our Help page explains, uninstalled parts may be returned within 30 days for a refund of the part price. Since the order is 5 months old and the parts have been installed, we attempted to work with Mr. [redacted] to determine the nature of the problem and if it could be covered under the manufacturer’s warranty. He declined to provide any further details as to how the part was incorrect, so we have no evidence that a warranty situation is present and we were unable to proceed with a replacement solution.

Consumer

Response:

Any problems are rapidly resolved
insuring repeat business

Always an exceptional experience buying from Rock Auto. I have been a loyal customer for many years and love the selection of products, the prices and fast delivery. I have never had a bad experience or received the wrong products. I have told many friends and family members about Rock Auto and they have become customers as well.

GREAT SERVICE FROM A-Z

prices are reasonable and parts are always on time

I was concerened at first about the quality of parts because of the low prices but I was suprised with how consistly good and how well the parts fit considering the parts were for a 68 wildcat convertable, not something everybody restores all the time. Thanks I will certainly buy again [redacted]

Review: I recently purchased an [redacted] rebuilt steering gearbox from RockAuto, that after installation was found to have 35 degrees or better of input shaft movement before the pitman arm would move. Because there are two steering gearbox output shaft spline counts during the production of my vehicle, they claim I must have purchased the wrong part and refused to replace or refund the cost of the part. Anyone with some automotive experience will agree, that regardless of the application, if the gearbox has a 35 degree dead zone of the input shaft before the output shaft moves, it is defective. Any local parts warehouse would have replaced the part without question; with RockAuto you have to plead your case to someone who has little to no automotive repair experience and who likely only cares about their return statistics. When I escalated the issue, they supposedly talked with an engineer from the manufacturer, but would not let me talk to their contact. So the information they provide to the manufacturer is bias as it has been filtered and skewed in their favor. When I called the manufacture directly I received a different conclusion, I supplied RockAuto with that information including the case number for their referral but they would not budge from their stance.Desired Settlement: I believe that the business should stand behind the parts they sell. They should replace or refund any defective parts regardless of the application.

Since this process takes time and I can't have my vehicle in disrepair for that long. I have already purchased another gear box and will only accept a refund for the part once it's returned.

Business

Response:

This

customer communicated multiple times to our representatives that he

purchased the wrong part for his vehicle. The part purchased is

advertised on our catalog for a vehicle with 32 splines. This

customer installed the part on a vehicle with 33 splines; he

installed the part on a vehicle it is not advertised or intended for.

RockAuto

does not maintain personalized return statistics for its staff, so

the incentive the customer suggests our representatives have for

denying returns is unfounded. As we state on our Help

page, RockAuto staff are not mechanics and cannot provide

installation or diagnostic advice. We are a retailer, not a tech

line. For this reason, we consulted the manufacturer of the product

directly on two separate occasions to confirm whether the problem

described by the customer could be a result of the customer

installing the part on a vehicle it was not intended or advertised

for. On two separate occasions, the manufacturer confirmed that this

problem can be caused by installation on an incorrect application. We

don't mind taking back parts within 30 days, but as our Help

page explains we will not accept returns of parts that have been

installed or modified as this was.

No

referral number was provided to RockAuto staff, nor did we receive a

request from the customer to speak with the manufacture's

representative with whom we confirmed twice that the problem may have

resulted from incorrectly installing the part on the wrong

application. However, should the customer wish to hear the same

information we've received from the manufacturer directly as part of

a 3-way call between RockAuto, the manufacturer, and the customer, he

is welcome to contact us to arrange this. In accordance with the

information the manufacturer and the customer have provided, no

return or refund is authorized.

Consumer

Response:

Their online catalog is full of bogus information and the parts may not have anything to do with your make and model even though they are listed under your make and model! And they are NEVER WRONG! Don't waste your time and S/H both ways!

I have bought many parts from Rock Auto and am completely satisfied. Great parts and great service!

Rockauto is outstanding. I order from them alot, never had an issue with them or any parts I've ordered. I have recommended Rockauto to everyone I know.

Ordered a part from RockAuto. When it arrived one of the corners cracked. I used the report a problem link on their website. They replaced the part quickly with no hassel.
Thanks RockAuto!

Very pleased with the several transactions I have had. Improvement could be made where there are multiple choices for a part for example in choosing a axle bearing there are multiple listings for the same part some with specific dimensions some without making for the possibility of selecting the wrong part.

I have had nothing but good service from Rock Auto. Their pricing is unbeatable and their service is good. Even when I made a mistake and had to send a part back they were prompt and very helpful.

I have found that Rock Auto has without fail shipped me the correct parts at a substantial discount compared to any local parts suppliers I have dealt with. Thanks for the great online catalogue with pictures !

Review: I ordered part on Tuesday the 18th wanting the parts by Friday to fix car on weekend. I paid extra shipping and received the parts a day early. Parts were boxed incorrectly and 3 parts were missing from package. When asked to have the product shipped overnight Rock-auto said they could not do that. That agreed to next business day but could not guarantee they would ship out on time to get them by Friday. Parts shipped out late and may not even be shipped until Monday and could possibly receive them maybe by Tuesday. Very upset b/c I had to change plans for this weekend and get everything all screwed up with other plans.Desired Settlement: I would like to have my cash refunded of $178.58.

Business

Response:

We

are very sorry this customer received a damaged timing belt component

kit. Given the evidence, it appears the timing belt component kit was

damaged in transit, causing some of the parts in the kit to be lost.

We filed a claim with FedEx Express, since the customer chose Next

Business Day Express shipping and we can try to recoup those costs

through a claim.

We

set up a re-shipment for him of a new timing belt component kit

immediately, rather than waiting to hear from FedEx on the status of

the claim. Typically, we would need to wait until the claim is

processed before re-shipping the new kit but we offered an exception

in this case, as a good faith effort, given the inconvenience the

customer had experienced. The re-shipment was set up on Thursday,

February 20, the day the customer called, but did not ship until the

next day, Friday, February 21, because the customer contacted us in

the late afternoon on Thursday to let us know about the problem,

after FedEx Express had stopped picking up from our warehouse for the

day.

His

re-shipment shipped on Friday, February 21 and arrived Monday,

February 24. RockAuto has FedEx Express accounts, which do not offer

Overnight shipping, so we were unable to even choose Overnight

shipping as an option for his re-shipment. At no point in his

conversations with RockAuto representatives did the customer indicate

he wished for a refund instead of a re-shipment.

We

sincerely apologize again for the inconvenience. We hope he will give

us a try again in the future, but we understand his reluctance to do

so.

Business

Response:

Again we are sorry that Mr. [redacted] received a defective kit that caused a

delay in repairing his vehicle. This type of situation is not frequent,

but does happen, and when it does we offer to either send a replacement

or accept a return for a full refund. In this case he asked us to send

him a replacement. Typically we don't send replacement parts until a

return is sent, but since we considered this a carrier damaged situation

that would be claimed with FedEx, we set up the reshipment immediately

after our first conversation with him (which was at 1:36pm central

standard time on a Thursday.) He had actually originally chosen 3 Business Day

Express as the shipping method, but at his request we agreed to ship the

replacement with Next Business Day Express at our cost. We don't

guarantee shipments set up in the afternoon can go out the same day, and

in this case the package was shipped after FedEx had picked up on

Thursday, meaning that it was picked up on Friday and delivered the

following business day, which was Monday. Dealing with auto parts, we

understand the inconvenience involved in not having the part when it is

needed. However since he opted to receive a replacement (rather than

taking a refund and perhaps finding the parts locally) and we sent it as

quickly as we possibly could by the fastest shipment that we have

available, we are not sure why he is requesting a refund now. If he has

not used the parts that we sent and wants to return them for a refund,

we could arrange that - but if he has used the parts he bought from us,

he is not entitled to a refund for them just because of the delay caused

by the initial problem.

Consumer

Response:

The company Rock Auto has not satisfied my complaint of refunding me my financial loss. due to them sending me the wrong part. I still want the full refund of the product purchase. Until they do that my complaint will never be satisfied.