RockAuto

Thumbs down.

Review: I sent an item back to Rockauto, they deducted 20.30 from the 85.69 that I spent. I shipped the package and it was held up on the 15th of November in the area of its final destination. I emailed them that Monday and they say it is there but not checked in yet, then Tuesday the 18th they say FedEx has not delivered it yet, then today, the company is basically laughing at me telling me they will now put a tracer on it.

They lied to me, told me it was there, just not checked in yet, lie, after all of this, they are liars about their superb customer service.

They are simply liars and I have zero tolerance for ss lying and manipulating and not giving the service they proudly boast.Desired Settlement: I WANT A FULL REFUND OF $85.29 TO MY PAYPAL ACCOUNT IMMEDIATELY.

AN APOLOGY FROM [redacted] FOR LYING ABOUT GREAT CUSTOMER SERVICE ONLY TO HAVE THE EXACT OPPOSITE HAPPEN.

Business

Response:

Our

policies

page

explains the parts we sell are returnable for part cost credit within

30 days. This customer purchased a part for $64.99 that cost $20.30

to ship. He received the part he ordered. When he set up his return

online he chose to purchase a return label for $20.30. We explained

during the online return process that we would deduct this cost from

his refund. FedEx tracking was unclear about showing delivery, but we

located the return and the customer's PayPal account was refunded for

the part cost minus the cost of his return label as promised.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me ALTHOUGH, ROCKAUTO had the part in their warehouse the whole time. Customer service are liars and can not make a simple phone call to their warehouse to see that the part WAS THERE, the whole time. $85.00 PART, I PAY FOR SHIP LABEL -20.39 AND WIND UP GETTING 45.00 BACK. TRUE THIEVES here in my book.THEY WOULD HAVE STOLEN from me had I not raised a complaint. Thieves they are in my book, maggots for customer service.

Regards,

Review: I purchased a fuel pump for my 97 Chevy Monte Carlo. It was a Airtex model e3941m which cost $152.79. I received the first pump and it did take me awhile to install it as I was moving at the time. The first pump did not even spin. I emailed and was told I had to purchase a second pump, and then return the first for the refund. Ok fine. I did so. I get the new pump and have it installed. This one doesn't produce enough fuel pressure to start the car. I have tried emailing the company repeatedly through multiple email address, including the first address I was responding to (one of the employees) I tried numerous times over the course of a month and have yet to receive a response. I ended up having to buy another fuel pump from a local auto parts store to get my car back up and running. I had 3 installation charges of $150 each. Not to mention the fact that I am currently sitting out $152.79 and have a SECOND failed fuel pump sitting in my garage. Now it has taken awhile and the original box is long gone.Desired Settlement: I want a refund of the purchase price of this second junk fuel pump they sold them. $152.79. I would be willing to entertain a store credit if needed, but as you can see above, I had to buy another fuel pump so I don't need a warranty pump from them. This has been going on for far too long.

Business

Response:

After

8/4/14 when we discussed the first fuel pump, we have no records of

this customer contacting us via email or phone. We list both our

email and phone contact information on our About

Us page

so we're not sure why the customer didn't try contacting us via phone

if he was not receiving email responses.

As

our Policies page

states, 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, so no refund will be issued.

If the second pump has failed, he can use the return instructions

we've emailed to [email protected]

to return the part for a reshipment of the same part under the

manufacturer's warranty.

several orders with this company. Always get in perfect condition and on time.

I have used rockauto many times .Allways recived the correct part and on time.pleasure doing business with them thanks [redacted]

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.

Reliable and responsible business. Professional treatment from purchase to delivery of merchandise.

Please continue to serve the DIY mechanics of the world like me we can't do it with out you.
Thank You So Much.

Great prices! Best service! A lot of the products I have purchased have been at 1/3 of factory parts and sometimes even less. Great choices to choose from based on price and quality. Trunk supports were such a bargain at $7.50 vs over $20.00 from a dealer and they were the same exact brand as the factory supports. Product always arrives early from their estimate.

had no trouble with web site. Lots of choices. Found what I needed, purchased and moved on.

Review: Purchased auto part; received part tagged with ordered part# but did not fit car; figured the mfg must have changed part during model year and tried to solve need another way, unsuccessfully; later was telling someone about it and showing part and realized that it had an embossed part# on the part, which was different from tag on part; contacted Rock Auto who refused to exchange part for correct one since it was longer than 30 days; I figure it's their fault since they tagged the part with the wrong part#.Desired Settlement: Exchange my incorrect part for the correct one, and they should pay for shipping of the incorrect and correct part.

Business

Response:

We are very sorry if this customer received an incorrect part. While the part numbers he referenced in his email to us (attached) do not match anything in our online catalog ([redacted] and [redacted]), the customer did not purchase the part under his exact

vehicle. It is unclear whether the embossed part number he references

is actually a cross-reference part number, or if it simply references

the manufacturer and date or type of vehicle it is supposed to fit.

Given this lack of information, we cannot confirm whether the customer

even received an incorrect part. RockAuto has a 30-day return policy during which parts can be returned for any reasons, as long as they are uninstalled and the original manufacturer's part box is returned. This customer placed his order on October 28, 2012 and contacted us over a year later, on November 27, 2013, requesting a return. Due to how far he is outside of our return policy, we are unable to issue a return authorization for this part.

Business

Response:

We are sorry this customer no longer

wants to do business with us. He is correct that the part number he

ordered, [redacted], was available in our catalog one year ago and is

still available now. However, when he placed his order, he appeared

to have ordered by part number alone and not by choosing his exact

make, year, model and engine size on RockAuto.com, then choosing the

correct category (Body-Exterior) and needed part (bumper cover). The

part he ordered is listed to fit the 2007 Toyota Corolla, but only

for the larger 1.8L L4 DOHC engine, not the 1.6L L4 CNG DOHC engine.

So, if he has the 1.8L engine, the part he ordered is correct. We did

not have his vehicle information prior to him providing it to the Revdex.com

via his complaint response.

While it does seem possible that the

customer received a mis-boxed part, we are unable to set up a return

at this point, more than one year beyond our return policy. We

apologize sincerely again for the inconvenience he experienced.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response is lame. I have the larger 1.8 L engine, but the part is mis-labled. But I can see that I will get nowhere with is company, so I accept the fact that they refuse to listen to may complaint and are within their rights to do so because I waited more than 30 days to ask for a part exchange. I am unhappy with the way they do business, so I will simply exercise my option to do no more business with them and to discourage anyone I know from doing business with them.

If you have a "resolved but still unhappy" category, please put my complaint in that category. At least I can thank you for being there to act as the go-between for people with complaints.

Review: On July 14, 2014 I Purchased a Car Part (Steering Gear Box)from Rockauto.com . The Agreement was that Once I received the New Part and I Install it. I Send the Core (Old used part) Back to Rockauto and Receive a Refund for $100. I then send the Old Part Back as Instructed. Using Fed Ex Delivery.They Receive it. I Then Receive an Email from [redacted]. He Informs that I Will Only be Receiving $25 instead of $100. Which is the Written Agreement. I've Tried Settling this Matter but Rockauto Will Not Refund my Money. It is Morally Wrong to Scam Consumers for Capital Gain purposes.Desired Settlement: I Only want the Money that is Rightfully Mine.

Business

Response:

This

customer purchased part number 1418 for a Dodge Dakota. He returned a

different part number for core credit that is not intended for a

Dodge. As our Policies

page explains, cores must fit the same vehicle application, so

we were not obligated to refund the customer for the incorrect core.

For the customer's benefit, we offered two options: either we can

return his incorrect core to him, or we can offer $25 compensation

for the incorrect core. The customer chose $25 compensation rather

than having his core returned to him. Nothing further will be

refunded.

Consumer

Response:

That is Highly Unacceptable from Rockauto Parts. I Want my Money Refunded or Legal Measures will be Taken as I Explained Previously. I've Given Enough Time for Rockauto to do the Right Thing and Refund my Money. NOW I will No Longer be a Customer to Rockauto Parts.

Rock Auto is the Number one place to buy auto parts.Rarely will I find another place with lower prices. Too Rock Auto tries stays away from using the US Post Office causing days of delay. Too their web page showing the parts goes orderly down the line to reach part.

Easy to find what your looking for. I will recommend this to all my friends.

Repeat customer. I have had good experiences in the past. Prices are reasonable and service is good.

I just ordered my car part today so I haven't received it yet. Ordering was simple & straightforward.

Excellent web site, easy ordering, and great prices.

Price beats Studebaker International driver's club discount price! I find this site really easy to use unlike some others. I know the service is great because I had to return a part that was defective (It happens) and Rock Auto sent a new one to me after receiving my defect. I got the new one surprisingly fast!

I've used this company twice before and they haven't disappointed with quality, pricing or delivery. I recommend them to my friends.

Very easy to use web site for both finding items and placing orders. Shipping rates are better than fair. Really enjoy doing business with them and will continue to purchase my auto parts from them.