RockAuto

Excellent!!! Easy to order, great prices, good products, fantastic customer service

On July 9th, I placed an order for 4 components totaling $362.00. A week later only a 7 dollar flange arrived.I called on a Saturday when I realized the other parts weren't coming. Long story short, they never acknowledged their mistake and disconnected on me twice. When I called to manager to complain they tried to blame me for the call rep disconnecting on me and when I asked for some kind of compensation for their mistake they basically laughed at me. I will never buy from them again and I strongly urge the rest of the country to do so as well

I purchase a long block installed it in my 1991 mitsubishi 3000gt vr4 . Drove the car
3 miles and started make noise. Went to a shop and found out 3 out 4 cam sprocket
were installed wrong. The tension pulley was frozen and the timing belt was melting
on the pulley and water pump. I purchase the long block so I won't have any problem.
Now I have to buy a timing belt, tension pulley, water pump and crank shaft
sprocket and labor.

I placed an order and after checkout was completed these mns wrote me an email 2 days later stating that they apoligize but one of the parts was not in stock in the warehouse they thought it was. So if I want the part I would have to pay an additional $17.00 to have a $16.00 part shipped. How about taking some responsiblity, you screwed up by not keeping your website up to date. I will never use Rockauto again!!!!!! That cost should have been eaten by YOU, now you lost my entire order and any future orders, I hope the $17.00 was worth it. Not exactly a good business model.

The customer service is terrible. They sent the wrong part and to remedy this they state that that's to bad and they will ship the right part but it will take up to six days to get it.

I suggest customers avoid this company. They are using unfair if not illegal sales practices. Their online catalogue is often inaccurate resulting in customers buying products that will not fit their vehicles. This happened to me. I spent $160 only to find out from a dealer that the part was wrong. RockAuto.com wanted me$100 to have the part removed and returned to them at my expense---which was more than I paid for the part. All because their online catalogue was inaccurate--which they admitted. I suspect they are doing this on purpose to sell products fraudulently.

Review: Placed an order on 6/25/2015 - part was showing available at the time that I placed the order, it was only after I placed the order that I was notified that the part was NOT in stock. The day after the order was placed, the shipping time showed that the item was to be shipped on 7/7/2015 and that I should receive it by 7/14/2015. At this time I cancelled my order, and have made several attempts, contacting Rock Auto to "release" the funds back to my AmEx. I have emailed and telephoned them numerous times and have gotten NOWHERE!!!! Their Customer Service is horrible and really don't care about their customers at all!

Business

Response:

We're

very sorry that we were out of stock of this part! The order was

canceled upon the customer's request, and as our representatives

explained multiple times and as our Help

page explains (see below) we charge a credit card when an order

ships. This customer's card was never charged since the order never

shipped. RockAuto has not and will not capture funds, and it's up to

the customer's bank to release the authorization. When

you click "Place Order," we ask your bank to approve the

card information and the order total. If your bank authorizes the

transaction, but your order won't process, we'll automatically send a

"void" request to your bank within 2 hours. The void

request explains that we will not charge your card. Some banks

put an immediate "hold" on your account in response to an

authorization request, but will wait hours or days to process a

"void." Pending authorizations are temporary holds by your

bank, not RockAuto, and your bank is responsible for releasing the

funds back to you.

Consumer

Response:

On Tue, Jul 7, 2015 at 9:30 AM, [redacted] wrote:The funds were finally returned 7 days later. Customer service was still rude and unwilling to help. The error was on their part. I will not be doing business with them again. As the old adage goes - "when you're happy you will tell 5 people, when you're unhappy you will tell 500 people", and I will do exactly that.

Review: On Sept 1st 2013 in the process of repairing a car I used rockauto.com's website that sells car parts.

The customer enters the model, year and type of car in their parts purchase process

It then shows Only the part numbers for that car. that means customer is selecting what they claim is quality parts for that car.

The part needed was then ordered from their website and paid in advance via Paypal of $66.42

The part arrived, installed into car and then started engine to instantly see huge white smoke out of exhaust.

At same time the onboard engine management reported engine was running very very lean which can cause engine damage.

As per our business I used a On Board Diagnostic (OBD) tool which indeed reported engine running dangerous lean

Was able to pinpoint and snapshot that the new part was either defective or in searching the maker of part ( Mass Airfow (MAF)) to find it was made in China and thus not designed well or complies with the car makers design

Facts proven is their part as it heats up degrades the output frequency it sends to the engine management which told it there was far less air thus the controller reduced fuel to the engine causing huge lean condition, hence their part was defective by design or flaw.

Contacted Rockauto the same day.

I explained car needs to be functional again ASAP and if they would send me a replacement

They refused and said ( not trusting their own customers) they would not send a replacement until I shipped and they received the part.

To get this car working again I was forced to buy another of same part from Rockauto but not trusting the same maker of product paid Rockautp another $87.23 for another brand they sold and their claims they would refund the $66 as soon as they received it which was shipped by us using their own shipping process.

Tracking shows they did receive it but did NOT return the $66

Now the second replacement part arrives and it was not even for any make of this car of the type we were fixing

I contacted rockauto same day again and they themselves looking at what part number they shipped admit they sent the wrong part

Now 23 days have passed, car still is not repaired and AGAIN they simply refuse to ship me overnight the correct part that again not trusting their own customers and now having $153 of my, money and the defective part back in their hands says BEFORE they ship correct part they have to wait until their is Fedex tracking showing I was honest and sent part back.

Fedex tracking proves I shipped the part back last Saturday and as of Monday afternoon their time they have not shipped the part.

Then as of today I get a email from Rockauto saying they have had the defective part I sent and refuse the refund that $66 until they decide if product was defective ( they have no way to do that or determine if the made in China design is correct) and will take another one business week to design if they will refund the money and if not keep the money and the part

While also having the other $88 and not having sent what I paid them for for a total of $153 they have had over all this month

In calling Rockauto 3 times their support people and those claiming to be managers were rude, could care less that their selling bad designed or sending wrong parts have prevented the car to be repaired and forcing the car owner to be without the car functional

Worse at no time even in talking on phone this last Saturday did they ever mention they hold onto your money when products are shipped back as defective for 1 business week nor even if they will return the money

In the end something paid for not once, but twice and now almost 1 month they have $153 of my money and have NOT refunded and sent correct and functional part and their own people made it clear they do not care about honoring what they claim to sellDesired Settlement: I want the total $153 they were given ASAP, I want them to pay for me taking labor away from my business and having to go to Fedex 2 times, the labor time of standing in line to ship back their mistakes and make it very clear how sorry they are in their treatment of me and the ill way both their managers treated me

Business

Response:

We

are very sorry this customer experienced trouble with the two mass

air flow sensors he purchased and that he felt mistreated by our

representatives. His first request was that we send out a sensor by a

different manufacturer to replace the first one that would not work.

We explained our return policy allows us to set up re-shipments only

of the same part number ordered, which the customer indicated he

understood. He placed a new order for a different mass air flow

sensor, by a different manufacturer.

When

he shipped back the first mass air flow sensor, it was delivered to

our warehouse in Phoenix, Arizona on September 23. We advise all

customers to allow up to 5 business days for refunds to be issued

after returning parts, per our return policy

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

That same day, the customer filed a chargeback with PayPal for the

entire cost of the order. These chargebacks prevent us from issuing

refunds until we clear up any potential issues with PayPal and the

card-issuing bank.

We

are extremely sorry the second mass air flow sensor he purchased also

was incorrect. It was picked incorrectly from our warehouse shelf,

and we have brought this issue to the attention of our warehouse

staff, so the mistake does not occur again in the future. We agreed

to expedite the shipping of the re-shipped part for free, to 2

Business Day Express. We explained to him that in order to re-ship,

we must see that the incorrect part is coming back to us based on the

tracking connected with the free FedEx label we generated for him.

The customer indicated he understood this at the end of our phone

conversation on September 21. He shipped back the part on Saturday,

September 21, when the warehouse was closed and thus could not

re-ship any parts. Had he waited until our warehouse re-opened, the

new re-shipment would have shipped on Monday, September 23. However,

because he filed another PayPal chargeback on the entire second order

on September 23, the re-shipment was stalled. Instead of re-shipping

him the part, we refunded him for the entire cost of the second

order, per his PayPal chargeback request.

As of

September 24, we have issued this customer a full refund for the two

mass air flow sensors in question, for a total refund of $146.02.

Since our system refunded him automatically, it overlooked refunding

him the additional $7.63 in shipping he paid for his second order. We

have set up a refund of that $7.63 at this time, and that amount will

be refunded back to his PayPal account within the next two business

days. He will be emailed a notification when the refund is back in

his account.

Should he still wish to receive the

correct mass air flow sensor, he is free to place a new, independent

order on our site. We sincerely apologize for the trouble he

experienced, and we have refunded him all the money he has paid us.

Business

Response:

We apologize again that this customer

had issues with the first mass air flow sensor he received. Again,

according the manufacturer's specifications, the part he ordered is

supposed to fit and function like the original GM part. If it did not

fit originally, it should not have been installed.

When he first contacted us on September

17, 2013, we informed him we were unable to ship him a Delphi part to

replace the [redacted] part he purchased originally, on order [redacted].

He was upset but understood that he needed to place a new order for a

replacement part. We informed him if he placed a new order and then

returned the first part, he would receive a full refund for the cost

of the new order, order [redacted]. We informed him at that point that

he would be responsible for shipping the first part back to us to

receive the full refund of the new order. After filing a PayPal

dispute against our business, effectively reversing the transaction,

he returned the under-warranty part and was refunded for the full

cost of order [redacted], $66.42, on 9/24/2013. This refund amount

includes the original shipping he paid for the order.

We are extremely sorry that the new

part he received for order [redacted] was shipped incorrectly. We set

up a return for him, with a free prepaid FedEx return label, to

return that part. He was not responsible for the shipping cost to

return that part, because he had to return it due to our error. After

he filed a PayPal dispute, we noted that he had returned the

incorrectly shipped part and refunded him the entire cost of order

[redacted], $87.23, in full on 10/9/2013.

Unless there is a special circumstance,

we do not reimburse our customers for the shipping costs they incur

to send back parts under warranty. The customer's statement that he

was responsible for the shipping cost to return the incorrectly

shipped part is false. Indeed, the FedEx tracking connected with the

prepaid label we generated for him indicates that he used the label

and incurred no cost to ship back the incorrect part, besides his own

time: [redacted].

Again, we do not reimburse our customers for time and gas money

spent, and we have no record of this customer's request for our

representatives to send him a letter stating we were at fault for the

defect. Indeed, if the part was defective, it is covered under the

manufacturer's warranty, as RockAuto has no warranty of its own.

At this point, we have refunded this

customer all of the money he paid to us, and we are unable to offer

any additional reimbursements.

We are sorry he needed to source the

part locally and that he is under the impression that there are

thousands of customers that no longer want to shop with us. Our sales

numbers and growing number of unique customers indicate otherwise. We

uphold the highest standards of customer service, and, unfortunately,

it appears this customer relationship must be severed, at this point.

While he will no longer be able to shop on our site, due to the

PayPal disputes he filed against our business, we hope that this

thorough response informs both the Revdex.com and any potential customers

that our actions with this customer were transparent and genuine.

Consumer

Response:

Review: I purchased an oxygen sensor that was installed on my vehicle. When a Calif. emissions test was performed the test failed due to this part. I mailed the sensor back to Rock Auto. They said the time limit was past on the guarantee. I explained that Calif. requires emissions testing every other year, so there would be no way for one to know if the sensor was defective until the vehicle failed the emissions test. They basically said: "Too bad." & have refused any attempt at a refund.Desired Settlement: Rock Auto refunds my original part purchase price, plus return costs both ways.

Business

Response:

In February 2013, the customer

purchased a wholesaler closeout part

(http://www.rockauto.com/lang/en/answers.html#closeout)

that listed a 30 day warranty. In May 2014, the customer reported the

part had failed according to an emissions test he had performed

outside this warranty period. We explained since over a year had

passed beyond the warranty period, the return will not be accepted.

The customer then returned the part without our consent, so the part

was disposed of. No refund will be issued.

Consumer

Response:

Review: I received a wrong part in box. I went thru the process of returning it. I first got email saying I got credit for part and then they reversed it. Saying they do not sell NAPA parts. But that was what was in box. I payed for returning shipping and now they don't want to refund my money and in top of that they want me to pay for them to ship part back to me. I had to go out and buy fuel pump locally so that I can fix my car.Desired Settlement: Refund

Business

Response:

This customer was shipped the [redacted] fuel pump, part #[redacted], that he ordered. When setting up the return online, the customer confirmed that the part he received was branded [redacted]. However, what we received was a NAPA fuel pump (NAPA is one of our competitors). Photos are attached. We offered to return the part to him at his shipping expense, but we are not able to refund him for parts purchased from a competitor.

Review: Ordered part per there part code. Part does not fit my truck. They want me to pay for return shipping. I ordered per there web site and customer service confirmed it but part will not fit my truck, so it's my problem. Truck has not been modified or upgraded in any way to make part shipped not fit.Desired Settlement: Refund including return shipping.

Business

Response:

We apologize that these parts did not fit Mr. [redacted]’s truck. There are two different boot kits listed for his vehicle, with pictures clearly showing a set of 4 straight tubes and a set of 2 tapered tubes. We have clarified the catalog descriptions to specify which positions in the truck each kit fits. Due to the imprecise catalog listings, we understand how the customer could have made an inaccurate selection for his needs. We have provided return instructions and a pre-paid label to send the parts back for a refund.