RockAuto

Review: I recently purchased a power steering pump and did not have a chance to put it on right away. When I did it leaked all over the place. It ruined my alternator and power steering belts too. At this point I had no choice but to purchase a new pump locally. When it came time to return the pump to Rock Auto they told me I could only replace it with another pump. When I protested they said that they would break their rule and give me a store credit. I don’t want a store credit I want a refund. I’m not even asking them to pay for the belts that got ruined or the cost to have my mechanic put the 2nd pump on, or compensate me for the frustration of having to get another pump and go back to my mechanic. So watch out everyone!!!!! Order number [redacted]Desired Settlement: Full refund to my credit card when I return defective item.

Business

Response:

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. As our Policies

page explains, warranties offer only replacement of the defective

part with another part: no cash refunds and no

reimbursement of labor costs, shipping costs or other

expenses. By offering store credit upon return of the defective part,

we offered a one-time exception in an attempt to allow the customer

the option of replacing the pump locally and purchasing other parts

he may need.

Since this offer was

declined, the customer can still replace the part under the regular

part-for-part replacement warranty. To do so, he can use the return

instructions we emailed him. (Alternatively, he can place a new order

for the SAME part number and brand, then set up a Defective return on

the NEW

order number using the Order

Status and Returns link and return the old part for a refund on

the new order. Although manufacturers' warranties do not cover

shipping costs, RockAuto will refund up to the cost of outbound

Ground shipping costs for the same part on the new order.) No

alternative refund will be issued.

Consumer

Response:

Review: We ordered an auto part for our vehicle from Rock Auto and the part came. We didn't immediately install the part as the vehicle was not ready for installation. When we finally were ready for this specific part to be installed we discovered the part was not correct. We contacted the needed individual by the choice of contact which was through email. We were told the part would/could not be returned, exchanged or store credit offered based on the time frame that had gone by which was 58 days. This part was part of a close out and a 30 return policy for a warranty. We understand if it were a fault of our own, however the wrong part was sent to us, and not at our fault. The individual we spoke to specifically said sometimes this happens "that parts not normally used for the vehicle may have been substituted during production when there was a parts shortage", however we were still out the money.Desired Settlement: We would be pleased to get a return, store credit, or exchange.

Business

Response:

As

our Help

page explains,

every part we sell may be returned within 30 days for a

refund of the part price. We will not accept returns of parts that

have been installed or modified. To receive credit, a returned part

must be complete and in its original, unmarked manufacturer's

packaging. Wholesaler closeout parts, as our Help

page explains, are only able to be returned in this 30 day return

period and are not covered by an additional manufacturer warranty.

This customer contacted us well beyond this 30 day period requesting

to return an installed part that no longer had the original

packaging, so unfortunately this part is not able to be returned for

refund or exchange.

Review: I bought a engine crankshaft and paid a $100 dollar core price to send old one back. I got a phone call and email saying my crankshaft was worn .030 and couldnt be reground to spec and is unrepairable so therefore no refund. I called crankshaft manufacter who rockauto got my part from and asked if crankshafts can be rebuilt if worn past .030 and they said yes. they are welded up thicker and then reground back to original spec. I called other machine shops and they told me the same therefore the part is a rebiuldable core and I should recieve my core deposit back. I called customer service at rockauto and they wont help me at all. I have been a mechanic my whole life and always knew crankshafts could be rebuilt id worn past .030 so I sent it back with the intent to get my refund and I have people who have no clue about any of this not even trying to help me. $100 is alot of money to me and would like it back. I was told I can have my old part back if I pay shippingDesired Settlement: I want my core charge back

Business

Response:

The manufacturer of the product this

customer purchased offered a core refund upon return of a rebuildable

core. As our Help

page explains, cores are not refundable if they can not be

rebuilt. The core this customer

returned was inspected by the manufacturer (who specializes in these

products). Unfortunately, the manufacturer determined his specific

core is not rebuildable. We offered to return the core

to the customer at his expense or dispose of the not-rebuildable

core. The customer let us know it could be disposed of, so we

disposed of it. No core refund will be issued for this unusable part.

Consumer

Response:

great product and service, thanks

Best auto parts supplier I have ever had the pleasure of doing business with.

The part I ordered shipped quickly and arrived intact. The part was the quality I expected and has been working properly since installed on the vehicle.

I have been useing rock auto for 2 year plus now,,, I am a mechanic in canada,, and can get a price even close from my jobbers for the same part made by the same manufacturer,,,, your service is awesome and I really need the saveings your company provides to me,,, I simply ship to a post office box in the USA and then travel the box every 2 weeks or so,, and even with gas ,, importation, and my time,,, I can only smile at the saveings,,

Rock auto's site was easy to navigate, prices were great and the shipping is lightning fast. As always, they got it right the first time.

First class act. Great to do business with. Fast shipping, right part, and perfect fit.

Great Co to do business with

RockAuto filled an order another online company couldn't. Rock's service was also very professional. They sent me an e-mail confirming my order, another with shipping confirmation including tracking information. I knew when they received my order, when they processed my order and when they shipped my order. I knew where it was and when to expect delivery. Rock promised me 2-4 days for shipping. It arrived when promised in great condition. I'm thoroughly satisfied with Rockauto and would recommend it to others.

Top shelf quality and service!

Always has the parts I need.

Very pleasant business to work with. They have competitive prices and a competent service staff. I recommend them to everybody I know.

I am a repeat customer, and so far I am fully satisfied with the service and products from Rock Auto. I have already recommended this company to several others and have assisted others in making purchases.

Great company to deal with and has a dedicated staff to handle any and all issues. I've ordered parts from them for years and they've been honest in all of their dealings. Even when I receive a defective part from a supplier, they not only give me full credit but also pay the return shipping.

Very competitive prices & easy parts finder.

Easy site to use, fantastic prices, called customer support with questions and she was very polite and answered my questions thoroughly.

They have all the parts I need and shipping is lightening fast. Isn't that what heaven is all about?

Great choice of quality parts with affordable prices .I like that I can do a complete repair without skimping on parts to do a proper repair and achieve an excellent result with Rock Auto one stop shopping.