RockAuto

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

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.

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

I cannot recommend RockAuto highly enough. I live in Australia and faced the decision of dumping a perfectly good PT Cruiser which has been kept in as new condition, because Chrysler only want to sell you a complete component for $5000.00 instead of the part to repair it, which I purchased off RockAuto for less than $30.00. I decided it was worth the risk of ordering the part in the hope it would turn up and work.
Much to my delight, it turned up on time as promised, was a better quality part than the original and my car is back on the road for many more years, I hope. I have now taken to hunting down people in car parks and at car shows with the same car and giving them RockAuto's contact details for when their car suffers from the same common problem. Thank you RockAuto for your fast, efficient and reliable service.

Many discounts were offered but none of them worked on RockAuto website.

Horrible service! I will never purchase another part from them again or ever recommend them to anyone. I bought a ac compressor and the clutch was broke in it when I got it. They people I spoke to accused my mechanics of messing it up. They will not do any kind of refund or exchange so there goes $200 down the drain! Now I know why their parts are so much cheaper then anywhere else! Never again will I be one of their customers. Their customer service team is horrible and very rude as well! All together their rating is a 0 in my book!!

Waited 3 days for part to not work. Have to wait another week to have the part reshipped. Worst company Ever. Don't waster your time here, pay the extra money for the correct part and a working part. Very disappointed.

Ordered six different parts, they shipped them from six different locations and charged for shipping six times. Cost more than buying local. I'll never buy from them again. Buyer Beware.

I ordered parts for my car and the ball joint that I received did not have the accessories that they are suppose to come with. The other ball joint that came in the shipment included those parts
I contacted the company and filed an exchange. Went and dropped off the package to have you ship me out another part and I see that you ship it out USPS so it would take an extra day to get here but then I look again, you didn't drop the package off to the courier so now it won't ship for another 3 days and take 2 to get to me. Takes a WEEK to get me a part that you all messed up on. I'll take my business somewhere else. Rather pay more money for a better service.

First order failed due to non functioning website after carefully checking my details and waiting excessive amounts of time I received an order conformation a receipt a note to say I had no orders and a note to tell me order cancelled I now have no idea wether my parts are ordered or shipped total waste of time.

Rock Auto IS AWFUL!! Their customer service is horrible, and the manager "Cory" was so careless is made me livid! They have messed up our order twice now, and although they offered to give us a refund, they could careless about the inconvenience it was for us! My car is the only one I have, to drive my son to his Dr appts, etc and because Rock Auto sent us the wrong parts, I will have no car for almost 2 whole weeks!! The pain it is to get the label, print it, pack up the wrong/broken parts, send it out, wait for them to receive it, wait for them to get more parts set up to ship out, wait for them to ship, wait to receive them, or just get a refund and be out parts...is just MADNESS! And for them not to offer any kind of something for the inconvenience they caused? And the fact that they could care less that it was so much trouble for us? Is disrespectful of me, the client- who is spending money on their company!!, and frustrating! I couldn't believe how care free they were about the problem. Basically just told me, it is what it is, that was how they maintained their cheap parts...by not offering any help to those they screw over! So their namesake isnt worth as much as their cheap (majority of our order -BROKEN!!) parts. Just unbelievable. Guess it's true...you get what you pay for!! Cheap parts = cheap, crummy company!!!!!!!!!!

I ordered a fuel pump and changed it. Truck Still would not run so I took it to a the shop.
The fuel pump was bad so they sent another one. We installed it and it is also bad. So I have now paid to have it changed twice. So I contacted rockauto and they said they would send another one. I told them I just want my money back so I can go get one that works. They Said they would make an exception and give me a store credit. Way Would I buy anything else from them. So now I have a store credit at a place I would never buy anything from.

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 3/9/2016 I place an order with Rockauto via their website, order # 43283219. I never received order dispite FedEx tracking information that claims it was delivered.Desired Settlement: I request replacement shipment of two Monroe shock absorbers, part # 5819.

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 resolution is satisfactory to me. The company has settled this complaint as I requested. Thank you for your help in the resolution of this matter.

Review: [Ticket#101593225] RockAuto Order 43993422

I purchased a clutch kit (auto parts) for a Ford F 250 Diesel. Parts arrived but when I opened the box, they were visibly too small for the engine. The box appeared to have been previously returned as plastic wrap around parts was opened and parts were loose in the box.

Using the return label provided by Rock Auto, I returned the clutch kit EXACTLY as received using the factory packaging and the extra box it arrived in.

Rock Auto refused the refund saying the parts were used. However that is exactly how the parts arrived at my shop. After going on line, I found that Rock Auto has over 130 complaints against them so my case does not appear to be unusual. Rock Auto claims to have a return policy but apparently does not honor it.

http://rockauto.pissedconsumer.com/

Today I noticed that Rock Auto removed the clutch kit part number from their parts list of clutches for the F250 Diesel. So they know it was the wrong part.Desired Settlement: Please Refund the price of $69.88 that I paid for the bad parts.

Business

Response:

We are sorry for the frustration this customer experienced. Mr. [redacted] requested to return the clutch kit because it was too small for his application, and did not mention anything else was wrong with it. When the clutch kit was returned, the bearing was greasy and used. As our Help page explains, we will not accept returns of parts that have been installed or modified. We contacted Mr. [redacted] and he explained that he had not attempted installation of the kit and it was received in ‘used’ condition. We refunded him the purchase price of the kit ($68.99) on 4/11/16.

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 resolution is satisfactory to me. Rock Auto made a full refund on the part and I am completely satisfied with the resolution. They also send a discount coupon for future use. All is good from my end. Completely satisfied.[redacted]

Review: I made big order over $1000 and before I made an order I called an talked to 2 different people to make sure I em ordering right parts, I also gave them my VIN nr. to make sure.The customer service rep piked items for me online and told me that this was the right item I need.I triple checked all the items and when I received the order first the hood was damaged and I had to purchase another hood $300 , secondarily two bumper covers where wrong front and back, I had to order again for local store at $329.99.

Scam is this they send you wrong part on purpose and make u shipp the item back( I was quoted on the website $130 to shipp back bumpers.Desired Settlement: I will shipp the items back if they pay for the shipping back, and I like refund for hood front bumper back bumper and orig shipping cost for these 3 items.The point is that they list the wrong parts for vehicles and charge you double for shipping.

Business

Response:

We are very sorry Mr. [redacted]'s hood

arrived damaged. We have filed a claim with the shipping company, and

while the claim is still in process, it is our intention to refund

him in full for the hood and the proportionate amount of shipping he

paid for it. We will keep him posted on the status of the claim,

which takes several weeks to process and pay.

Regarding the bumper covers he

purchased, we are sorry if he gave his VIN to a representative here

and that representative picked out the incorrect bumper covers for

him. Based on his VIN, Mr. [redacted] has a 2004 Jeep Grand Cherokee

Laredo Special Edition 4WD. The front bumper cover he ordered is

listed to fit a 2004 Jeep Grand Cherokee Laredo with fog lamps and

should replace a textured front bumper cover. The rear bumper cover

he ordered is listed to fit a 2004 Jeep Grand Cherokee Laredo Sport

without a hitch bezel. Neither bumper cover will fit the “Special

Edition” of the 2004 Jeep Grand Cherokee Laredo. Unfortunately, we

do not carry the bumper covers for the Special Edition version of his

Jeep. We always list any sub-model vehicle information the customer

may need in our part description, and we encourage our customers,

online and over the phone, to double-check their vehicle information

against what is listed in our part description, to ensure the correct

part is ordered. RockAuto.com does not have a VIN search, so we

cannot be held responsible for parts ordered incorrectly based on the

VIN.

However, given Mr. [redacted]'s

experience, though, and the fact that he called our customer service

beforehand for help choosing the parts, we are willing to cover

shipping one way if he chooses to return the parts. He can either opt

to ship them back using the carrier of his choice and we will refund

the original, proportionate amount of shipping he paid for the two

bumper covers, approximately $140, or he can choose to use our

prepaid FedEx label to return the parts for a refund of their part

cost. We encourage him to email us directly, at [redacted], to facilitate this return.

Review: I shopped for a part for a 1995 Camry 4 cylinder and received it in July this year.

Receipt says 1995.

I tried to install it-on October 29 (had no money till then for the repair)

This part is for a 1994 Camry not 1995.

Why was it shown online for a 1995 car?

Rock Auto refuses to take it back.

It was/is mislabeled online .

1995 Camry 2.2 L4 that's my car

I do know it may have been assembled in 1994 but is clearly a 1995 model and that's what I purchased parts for in good faith.Desired Settlement: Take it back and refund me the cost which was $29 plus shipping/tax

Business

Response:

We are very sorry this customer received a master cylinder that

will not fit his vehicle. The master cylinder he ordered will fit

1995 Camry 1995 TOYOTA CAMRY 2.2L L4s that were manufactured before

and through July 1994, as seen in the part description for the part,

which we have included as a screen shot, attached to this response.

Often, vehicle manufacturers will manufacture vehicles for the

upcoming year during the second half of the year prior. Thus, the

master cylinder he ordered should be listed for a 1995 vehicle, and

it will only fit the early version of that vehicle, which was

manufactured before and up to July 31, 1994. RockAuto has a 30 day

return policy during which unwanted parts can be returned, as long as

they are uninstalled and the original manufacturer's part box can be

returned. Because this customer ordered the part in late July and

contacted us in late October regarding the issue, 2 months outside of

our 30 day return policy, we are unable to accept a return of the

part at this time.

Consumer

Response:

I have to take this brand new part to the landfill now that rock auto won't take it back!

Its never been installed-they can sell it and avoid a stupid landfill addition in ignorance.

Why can't the take it back and resell -like I said it is just as I received it-but its NOT for my 95 Camry as advertised.

They need a notice"Note this may NOT fit all 95 Camrys".

simple

I was assured this was correct part at purchase..

Business

Response:

The master cylinder this customer ordered will only fit the early version of that vehicle, which was

manufactured before and up to July 31, 1994, as listed in the part description on our website. RockAuto has a 30 day

return policy during which unwanted parts can be returned, as long as

they are uninstalled and the original manufacturer's part box can be

returned. Because this customer ordered the part in late July and

contacted us in late October regarding the issue, 2 months outside of

our 30 day return policy, we are unable to accept a return of the

part at this time.

Review: I ordered an item from them and included all of the correct address information. I have a PayPal receipt which includes all of my correct business address information. RockAuto did not include all of the address information for the item and it was returned. I was returned the money for the item, but they would not include the shipping. I would like to include an attached copy of my PayPal receipt with all of the correct information including the street address.Desired Settlement: Return of the shipping amount.

Business

Response:

When this customer

placed order #[redacted] on 3/14/14, he paid $54.79 for the part and

$5.46 to have the part shipped to him. He was asked to enter a

billing and a shipping address as well as a payment method on the

final checkout page. The customer entered his address information and

selected PayPal as his payment method. He then hit the “Place

Order” button and submitted his payment via PayPal. Our system is

set up to capture the exact billing and shipping information as it is

entered on this final checkout page and process the order in

accordance with the information input when the “Place Order”

button is pressed. Contrary to what the customer has stated, at the

time the “Place Order” button was pressed our records show that

the following shipping address had been entered onto the order:

This is reflected

on the order confirmation that the customer received moments after

placing his order (see attachment). The customer did not request any

address changes after we sent out this order confirmation, so we

shipped his order to the shipping address he provided on the final

checkout page.

Regardless of what

PayPal has on file for this customer, RockAuto ships to the address

that the customer enters on the final RockAuto order page. PayPal is a

separate entity and the information they have on file does not

necessarily reflect the information RockAuto has on file for any

given customer.

When the customer

contacted our representative on 4/10/14, he communicated that the

complete shipping address should have been:

Because the customer did not

enter a complete address on RockAuto's final checkout page at the

time of purchase, the carrier was unable to deliver the shipment and

returned the shipment to our warehouse. When the part was received

back at our warehouse, we issued the customer credit in the amount of

$54.79 for the cost of the returned part. As an exception to our

usual policy, we have already covered the cost of shipping the

product back to our warehouse rather than charging the customer for

the cost of return. The customer has since reversed his PayPal

payment for the full amount of this order. We will not be refunding

the $5.46 outbound shipping cost lost due the customer's error.

Consumer

Response:

Review: My Rock Auto order # is [redacted]

I purchased a cooling fan assembly from Rock Auto on 04/25/2014

Using their online catalog, I ordered a cooling fan assembly for my vehicle. Their (Rock Auto) online catalog shows the the item ordered fits my vehicle. When the item arrived, I found that it in fact did NOT fit my vehicle. I called Rock Auto to initiate a return of the item. Since it was an error in there catalog that caused the issue, I should receive a complete refund (part+shipping) of $117.02, but, Rock Auto is refusing to refund the original shipping, claiming that its my fault that their catalog provides the WRONG part listing for my car.

I verified with Volkswagen of America, there is ONLY 1 main cooloing fan used on the 2001 Volkswagen Beetle Sport 1.8t (VW Part #1CO-959-455-A). Rock Auto is claiming that there are MULTIPLE fans that were used on the 2001 Volkswagen Beetle Sport 1.8t and that is why it's my fault. For my specific vehicle, there is only one fan. Rock Auto has the wrong fan assembly listed for a 2001 Volkswagen Beetle Sport 1.8t

I would like my shipping charge of $8.92 refunded to me.Desired Settlement: I would like my shipping charge of $8.92 refunded to me.

Business

Response:

This

customer placed order #[redacted] for the cooling fan assembly DORMAN

Part # [redacted], which we list for a 2001 Volkswagen Beetle with a 1.8

liter L4 turbocharged engine. The listing in our online catalog

specifies “3 Wire Harness” and “3 wire connector,” which

indicates this assembly is for vehicles requiring a 3 wire connector.

The listing also includes photos of the part that reflect this 3 wire

connection. Further, the “Info” page for this listing lists

alternative part numbers for the part. None of the alternative part

numbers listed on this page (Alternate/OEM Part Numbers: [redacted]) are an exact match to the number the customer was

reportedly given by Volkswagen of America (VW

Part #[redacted]).

This information indicates that the part the customer needs differs

from the part he ordered from our catalog.

The customer called us after receiving

this item and reported that he needed a part with a 4 wire connector

for a fan with 3 speeds. Since our catalog listing specifies a 3 wire

connector, the customer ordered incorrectly. Per our return policy

(http://www.rockauto.com/lang/en/policy.html#Returns),

shipping charges are not refundable unless the return is due to our

mistake. We offered the customer a return for a refund of the part

cost. The customer indicated he was upset about ordering

incorrectly. Considering the customer's order history with our

company, we made an exception to our policy for the customer's

benefit by offering to pay for the return shipping cost of the

product. The customer accepted this offer.

We have confirmed on multiple occasions

that this particular vehicle had two options for connectors. Vehicles

with 3 wire connections have dual speed fans (two speed options),

while vehicles with 4 wire connectors like this customer's have

variable speed fans (more than two speed options). The customer

ordered incorrectly. Our catalog does not have an error. We have

already gone beyond our policy by paying for the customer's return

shipping costs. RockAuto will not be refunding the customer for the

original shipping cost of this order.

Consumer

Response:

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.