RockAuto

Review: Have purchased from Rock Auto in the past with no issues.

I recently purchased (2) O2 sensors on the web site. These were listed as being Delphi es20011 sensors. The website info picture also clearly shows a Delphi O2 sensor. My printed order form clearly shows I purchased 2 Delphi es20011 O2 sensors. Sensors were listed as a 'private label' packaging. A 30 day warranty was listed.

On the 35th day. I went to use the sensors. The 2 sensors were each in a sealed baggie with a 'Delphi 20011' sticker. Upon inspection, it was noticed by the laser printing on the actual sensor that these were in fact Bosch O2 sensors.

If I had known, that these were in fact, Bosch sensors. I would not have purchased them.

I contacted Rock Auto by email. I was told it was too late to do anything about it. I was told I could place a new order for actual Delphi sensors.Desired Settlement: In no way should these sensors be listed as being Delphi sensors. The item part number, item description, item info picture all indicate that you are buying Delphi sensors. No way does a Bosch sensor put in a baggie with a sticker make it a Delphi product.

Business

Response:

According to our return policy we accept returns

within 30 days, and Mr. [redacted] asked us to accept a return outside of

that time period, so we let him know that we could not accept the

return. We understand his concern that the Delphi part was marked

Bosch. We explain in our FAQ that we manufacturers sometimes buy parts

from other companies to brand as their own, which doesn't affect the

fit and function of the part.

Consumer

Response:

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:

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:

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:

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.

Extremely happy with all my orders so far.

Shipping was very fast.

Great prices and fast shipping. Much better for diy!

I love rockauto.com I've ordered from them more times than I can count but I've only received one bad part and only 2 wrong parts. But compared to the literally countless Times I've ordered from them, that's outstanding in my book. I recommend this website to friends all the time

Professional web site and parts descriptions. This is the second time I've dealt with Rock Auto Parts. The first time was a good experience so I came back to them again. I've been in the auto business most of my life. Thirty two years as an owner/operator this last period of time.

fast shipping, great service. Great options for parts.

As an overseas customer I am very happy with the product range and the fast delivery times from Rock Auto.

There are some issues with incorrect items being sent on occasion, where it is simply too expensive for me to return. I acknowledge this is not necessarily Rock Auto's fault, but something they should press their suppliers to get right.

Also, the multiple warehouse model makes it prohibitively expensive to ship a batch of different items (particularly smaller items) where the shipping cost often exceeds the cost the item (esp for us overseas customers).

Overall though, I am happy with Rock Auto and will buy from them again.

I have been getting parts for RockAuto for many years. I always had good relations with them. When I had a part to return, no problem. If I had a question about a part, they were there to help me out.

A great online retailer.Rock Auto has a great selection of auto parts for just about all makes & models-Plus some of the LOWEST prices online.

Ordering couldn't have been easier and the parts fit and
work perfectly.Thanks Rock Auto.

I ordered a rear view mirror for my '97 Ford Explorer from RockAuto. The price was great. It was simple to check out and pay for it online. The service was excellent. I received the item in 5 days in excellent shape. I will definitely order from RockAuto again.

Rockauto has been one of my best experiences with online purchasing they got almost every part you could want and at or way below the big store buys. I will shop here as long as I can work on cars and will send anyone I know here as well.

Absolutely the best selection and prices on parts. Compare what you find locally and
at RockAuto and you will buy at Rock. Shipping on most is reasonable and it is delivered 6 days a week.

An excellent purchase. The part was exactly as listed. Packaging was excellent. The price just could not be beat. Rock auto is my parts store now.

Great and easy to deal with. I needed a part and was on another site. At check out they told me I could not pay with the card I was using and to contact my bank. So I waited and tried again, same **. After two more tries I canceled and came upon ROCK AUTO. I made my request and used the same card as before. It went right through and My part will be here in a few days. I was ready to do battle with my bank. LOL Rock auto has a customer for life now. [redacted] 8/3/2014

Always received the part I ordered. I had to return a few parts. There was never a problem. I have never had a bad experience.