RockAuto

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.

My order was shipped USPS instead of FedEx as I selected.
I was charged much more then I should have bean for shipping, and I won't have the part in time. They refuse to refund me the difference.

Great parts, fast service, world class!

RockAuto is a great company that delivers good parts at a good price quickly.

Great company to deal with very good prices, If you have the time to wait for the part it is well worth it. They have name brand and aftermarket parts so you have a good selection to chose from

Good folks to do business with.

Always the best brand name products and best prices I've found. Quick shipping, too!

I am extremely satisfied with Rock auto, My order was filled and shipped promptly. I believe that I have found an honest supplier for my auto parts needs.

I hope you know exactly what you need and don't have to return anything to this company.

When you try to return anything do it in less then 30 days to their location and count on getting very little of your money back. They charge you for everything and will even charge you to print the freaking return label for $8.95.

This is a scam so you don't return their used [redacted]

Also it took longer then they quoted to receive the material as I recall now.

I have used this company several times-always a great experience, excellent service and quality parts at my door faster than most other companies.

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!!!!

WOW...a company that stands behind their products! No hassle resolution, not what I expected from mail order. Thanks [redacted] for such a nice and quick settlement to my inquiry.
With Happy Regards, [redacted].

Very Reliable Honest Company! Have been doing business with "RockAuto.com" for several years. Will always reccomend to everyone!

I've been a regular customer for about 5 years, and have many old vehicles I maintain and restore. The orders are consistently packed well, arrive quickly, and the customer service is knowledgeable and helpful. The web site has an extensive list of parts, for every vehicle.
I only wish there was a longer time to return parts for exchange or core refund, because sometimes I order the parts, and don't get a chance to install the new parts, and return the old parts for a core refund until after the 6 months period has passed to get my credit and core refund back.

I have 6 over 25 year-old cars. rockauto has the parts I need and they will be shipped to my front door in scandinavia very quickly if I want to :)

When returning items for any reason, including if I simply don't want them anymore, there is no trouble at all. They will work with you any way they can. Shipping times are much quicker than projected, and they are professional about it.

Excellent company to deal with. Great prices and shipping.

Great place to get parts!

Parts I ordered were never received but I still got charged $130 for shipment.

Review: ALL SENIORS BEWARE THAT; ROCK AUTO SCREWS THEM! I HAVE ASKED FOR A RETURN[MY ENTIRE ORDER] TO MY ACCOUNT -ORDER -# [redacted]-THATS WHAT IS NEEDED--A- FULL REIMBURSEMENT- BECAUSE THEY TOOK MY MONEY IST -THEN SAW THAT THEY DIDN'T HAVE ITEMS THAT I LISTED; FURTHER - RETURNS ARE THEIR NEMESIS - THEY ARE LIARS - I BOUGHT FROM THEM BEFORE THEY WERE TOLD BY A MANUFACTURER[NGK]; THAT THEY HAD LISTED THE WRONG GOODS--THEN SOLD THEM TO ME; STILL THEY SHIPPED EM ANYWAY- THUS - BUYER MUST RETURN [THEIR MISTAKE] AWAIT THEIR VERDICT- WELL THIS TIME THE DEAL IS THE LAST ONE FOR ME;----------- ALL SENIORS SHOULD BE AWARE THAT ROCK AUTO LIES!!!!!!!!Desired Settlement: REFUND; THE ENTIRE ORDER #[redacted] AT ONCE -TO MY ACCOUNT -NUMBER USED-----ALSO;REMEMBER THIS THAT LIES------ DO CATCH UP TO THOSE WHO TAKE MONEY IST AND CHECK TO SEE IF THEY HAVE THE GOODS SECOND--AND THIRD TO SEE IF THATS WHAT WAS ASKED FOR! WERE DONE!

Business

Response:

We are sorry this customer feels like RockAuto has taken advantage of his business. On order [redacted], we notified him via email twice that the timing belt he ordered was out of stock, but we had other options that would fit his car. He responded with an email, indicating he wished to return spark plugs. The spark plugs he references that he wishes to return are from order [redacted], placed August 7, 2012. Given that he did not choose an alternate part on his most recent order, we canceled the out-of-stock timing belt from his order and did not charge his MasterCard for it.

Regarding the spark plugs from order [redacted], we determined with the manufacturer that they were correct for the 2008 Mazda Tribute for which he ordered them. It was unclear why they would not fit his vehicle, but we determined with the manufacturer it was possible this customer had an altered engine or car. We set up a return for him in August 2012 and emailed him the return instructions. Our return instructions included a free, prepaid FedEx shipping label, so he was not responsible for return shipping. The customer never returned the parts and did not bring up the return again until August 2013. We are unable to accept these for return more than one year past the order date, 11 months outside of our 30-day return policy.

Consumer

Response: