RockAuto

I live in Canada. All I needed from RockAuto was an Oil Drain Plug for 2011 Chevy Cruze. The [redacted] thing here at the dealership costs almost $30...........FOR A DRAIN PLUG!!! Found it on RockAuto for $10, so decided to order it. After shipping and dollar exchange, it came to around $20. Good deal. But they don't offer the customer the method of shipping this on the customer's account. (ie. Fedex) So I pay $10 to have a $10 part shipped to Ontario. Order date was Nov 17th, 2015. I received an email telling me that I should receive this order on Dec 3rd, 2015. What? Long story short, I finally got this part on Dec 9th, almost a week after it was due and a full 3 plus weeks after the order was placed. The order was filled from Ohio, which, in that 3 weeks I could have walked there and got it. It arrived in a huge box with bubble wrap taking up most of the box. Geezus, what was wrong with throwing a drain plug into an envelope and mailing the [redacted] thing via USPS. I would have had it in at least a week and total cost of shipping would have been a buck and a half, not $10. This whole deal has soured me on RockAuto and I wouldn't recommend them to anyone!

I ordered 4 automobile oil filters from rockauto.I received the filters in a timely fashion,but one of the filters had been removed and I was sent a rather dirty empty box that use to have a filter in it they deliberately sent 3 for the price of 4.Sleazy practices.

Do not order from Rock Auto, their ordering system is flawed. The wrong part was shipped and it will cost more to return the item then what the item costs. The practice is if you do not have the part ship something anyway. If shipping is too expensive the person will not return it.

Review: On order number [redacted] I ordered two pn's of 2pcs each, the first being [redacted], the second, [redacted]. I received both parts ordered except that one set of parts was miss-labeled and is the wrong part. All I want is to get the correct part and return the miss-labeled one. Rock Auto will not honor this because it is beyond their 30 day return policy. The reason so much time had elapsed is that a 3rd associated part which I also needed was not available through them and it was difficult to source it elsewhere. I was finally able to get the 3rd part, but it took longer than expected. They are telling me that if I want the correct part that I must place a new order and that a return is not possible "at all".Desired Settlement: get the correct item originally ordered.

Business

Response:

This

customer ordered on 7/22/2015 but didn't report a problem until

9/14/2015. We accept returns within 30 days, as our Help page

explains [redacted].

If we make a mistake and the problem is reported within 30 days, we

can offer a return for replacement or full refund. Since the order is

past our return window we would normally not accept a return for the

customer's order. Since this is still covered by the manufacturer's

warranty we have offered the customer a return for reshipment of the

correct part, even though this is not usually what manufacturer's

warranties are designed to address. He has all return instructions

necessary for returning the incorrect parts for reshipment of the

correct parts under exception of our and the manufacturer's usual

policies.

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. Regards, [redacted]

Review: I ordered a left hand and right hand STRUT / COIL SPRING / MOUNT ASSEMBLIES for my 1998 Dodge Grand Caravan on order number [redacted]. These assemblies are shown as an exact OEM replacement. However during the repair process, the purchased parts from RockAuto have 2 mounting holes in which one is slotted. The OEM part is not slotted. It was required for me to stop the job and go searching for special cam bolts from a hardware supplier. This took many hours and many calls and driving to various locations. I finally found 2 cam bolts which cost me $50 (paid cash) and was told by the hardware source that these bolts are discontinued. I was very lucky to have found them. When I spoke to RockAuto customer service & explained everything, a manager there told me that they sell cam bolts for these assemblies for $8 and their offer was to reimburse me $8. I told him this was unacceptable as in total this cost me hundreds of dollars ($50 for the bolts, gas, aggravation, plus I hired a mechanic to help me at $75/hr). I expressed my dissatisfaction and asked the situation be elevated. He refused. I then called [redacted] of RockAuto, [redacted]. Over the last several weeks I have left him 2 very detailed messages. He has not replied. I am very disappointed at this entire situation. I feel taken advantage of as what they sold me was NOT a direct replacmeent and what they sold me ended up costing me alot more.Desired Settlement: I want to be reasonable and though I could ask for a full refund of $230, all am I asking for is half or $115. This can be a mailed check or credit back to my credit card.

Business

Response:

We are sorry Mr. [redacted] had

trouble finding the camber bolts needed to align the vehicle when

installing new strut assemblies. They are not sold with the struts

but are sold separately. The assemblies he purchased are indeed OEM

replacements. However, when he called our customer service on June

26, we informed him the camber bolts are necessary for the job and

are available for sale on our website, from multiple manufacturers,

between 6 and 14 dollars apiece.

We cannot guarantee that whatever

customers choose to buy from us is all they'll need to fix the car,

nor can we pay customers to buy products at other stores that they

could have bought from us. We do have repair manuals for sale on

RockAuto.com, but our customer service representatives are not

mechanics and cannot advise customers on which parts they need to

complete a job.

If he wishes to return one of the

struts, provided it is uninstalled and he has the original

manufacturer's part box, we can accept that return and refund him the

$115 refund he requested. Otherwise, without a return, we cannot

issue any sort of refund to Mr. [redacted].

Business

Response:

The information Mr.

[redacted] pasted into his response was written by [redacted], the

manufacturer of the strut he purchased. The strut he purchased is

indeed a complete assembly and includes all of the parts listed in

the [redacted] description: strut, coil spring, bearing and strut

mount. Again, it does not include camber bolts, because camber bolts

are not included in any complete strut assemblies in our catalog.

They must be purchased separately to complete a suspension job.

We are uncertain what

Mr. [redacted] desires at this point, but we will not pay him $50

for bolts he did not purchase from our company, nor will we refund

him $115 without the return of a new, unused strut. We believe it is

unreasonable to request a refund for a part he did not purchase from

RockAuto. Similarly unreasonable is his threat of a small claims suit

against us for money he never paid to our company.

If it will resolve his

complaint, our offer still stands to refund him – still money he

did not pay to us – for the difference between the cost of the

camber bolts he purchased, $50, and the average cost of 2

caster/camber cam bolt kits in our catalog, approximately $24, for a

reimbursement of $26 maximum. If he wishes to take advantage of this

reimbursement, he can either respond to via the Revdex.com or email us

directly at: [redacted] at [redacted].

Consumer

Response:

Review: I had bought 2 rear struts from Rockauto when I got them I had paid someone to put them in after driving to and from work the seal to the 1 strut broke and started leaking oil. I had brought my car over to sts tire and had them look at it [redacted] said that the strut was just a defective part and he told me to call rockauto to get a refund for both struts because when you change one side you have to change both and that they should pay out a labor cost and for my tire that was sliced and the wheel alignment caused by there defective part. My aunt had called rockauto and told them what happened and they said that they pay for labor costs and anything else that went wrong due to their defective part they said they just needed it in writhing and that a superviser will contact her back we waited a couple of days nobody called so we called again fought to get a superviser on the phone. When I spoke to the superviser he said they will only give me a refund for the part and they wont refund any money for labor or any other costs and when I told him about the person that said they will refund money back he said I dont know who told you that but they are wrong and shouldn't be working here. The supervisor at rock auto said that compony that made that part doesn't do labor costs and he told me not to call cause they wont do anything for me. [redacted] is the maker of the parts so I looked it up so I could call them and they don't have any phone number for customer use not even for the corporate office. I don't think I should have to pay for labor a second time or have to pay for a new tire and another wheel alignment for the things that their defective part caused.Desired Settlement: Due to the strut being defective it caused my tire that was 2 weeks old to get sliced and it knocked my wheel alignment out that was just paid to get done.

I would like a refund for the labor cost a new tire and to get the alignment done again.

Business

Response:

We are very sorry this customer had

trouble with the struts he purchased. According to our phone records,

the first time he contacted us was on August 12, but the phone record

indicates he hung up before speaking with a representative. On August

20, he called back and spoke to two different representatives,

neither of whom saw any notes in his order regarding a warranty issue

or speaking to another representative. We are uncertain whether he

left a voicemail when he called August 12, but no RockAuto

representative would have told him that RockAuto covers labor costs

due to warranty issues.

Our warranty policy

(http://www.rockauto.com/docs/warranty.php)

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. If you have a problem

with a part during the warranty period, please contact us and we will

arrange a return and replacement of the same part. … 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.”

The manufacturer of the strut this

customer purchased does not consider labor claims when warranty

issues are reported. We are truly sorry for the inconvenience he

experienced, but we are unable to refund labor costs, per our

warranty policy. Because this customer was within our 30-day return

policy when he experienced trouble with the struts, we allowed him to

return both for a full refund, rather than needing to replace the

struts with the same parts under warranty. We set up a return for this customer to

ship back both struts, and we issued him a full refund for the part

cost of the struts and the original shipping cost he paid, for a

total refund of $103.78. This refund was issued back to the

MasterCard used to purchase the order on September 9, 2013.

Consumer

Response:

Review: We were told repeatedly that a Ford OEM Part would work in the mirror we purchased. After purchasing the replacement puddle lamp and paying a mechanic to install the lamp it does not fit. The socket is too big for the Ford lamp and the connection is different. After calling Rockauto.com to report this issue and see if we can purchase the puddle lamp from them we were told the Ford socket will fit and we must have purchased the wrong mirror. After proving we had purchased the correct mirror we were told that since the bulb was modified on the mirror as we had to cut the bulb out to replace it that they will not take it back and they do not sell the bulbs for the mirror we purchased. We are expected to purchase a new mirror just to replace the puddle lamp. I must stress that we have in writing and we spoke to several reps that said the Ford puddle lamp would fit this mirror. I tried to impress upon [redacted] at Rockauto.com who actually agreed with me that they were told by the manufacturer and then told us the part would fit, it is STILL our fault!!! We are now forced to purchase a Ford mirror just so the puddle lamp can be replaced as needed.

They will not let us return the mirror and refund our money as they are waiting to make sure the mirror manufacturer will reimburse them. I feel this is Rockauto.com and the manufacturers issue at this point and we should be able to return the mirror that was marketed incorrectly.Desired Settlement: I would like a refund on the part which I will gladly send back as long as I am sent a label and do not have to pay for shipping.

Business

Response:

We are very sorry this customer

experienced issues with the outside mirror he purchased. According to

his order confirmation, attached to this response, and the recorded

notes we have regarding the situation, he ordered the mirror on

September 20, 2013 and notified RockAuto on December 18, 2013 that

the mirror's wires broke internally; they kinked and broke,

presumably upon correct installation.

The customer indicated he hoped

RockAuto could get him only the replacement puddle lamp that the

broken wires connected to the mirror. He stated he tried to buy the

puddle lamp locally but the puddle lamp Ford sold him has a different

size connector which would not fit into this new mirror. The customer

also said the Ford dealership cut his socket off of the new mirror he

purchased from RockAuto to try and figure out if they could get him

just the lamp. The manufacturer of the mirror the customer purchased

from us was not willing to consider a warranty return for a modified

part, missing the socket. Additionally, we were unable to locate the

puddle lamp for sale separately.

This is likely because the part

RockAuto sold him as a mirror is a direct replacement for his

original mirror when considered as a whole unit. It is not always the

case that internal parts will be swappable from an OE to an

aftermarket part. Regarding his being told that the mirror he ordered

would be com[redacted]ible with the original Ford puddle lamp, our phone

records indicate the customer has not called us, at least not from

the phone number in his orders, which is the same phone number he

provided the Revdex.com in his complaint. Additionally, we have no emails

between our customer service and this customer regarding the fitment

of the mirror with the original Ford puddle lamp.

Despite the fact that the manufacturer

originally would not process this return under warranty, due to the

cut-off socket, RockAuto asked again on 12/26/2013 for the

manufacturer to make an exception, due to the customer's

inconvenience. The manufacturer indicated that while their warranty

does not cover damage while being installed or modification, for this

case, they offered to exchange out this mirror as a customer

satisfaction replacement – a significant exception to our warranty

return policy. Like other retailers of manufactured products,

RockAuto does not have a warranty of its own and instead holds true

to the manufacturer's warranty (policy seen here:

http://www.rockauto.com/docs/warranty.php), which covers direct

replacement of the same part number, with no additional

reimbursements, as long as the part was ordered and installed

correctly.

We informed the customer of this

exception, despite the cut-off socket, and informed him he could

place a new order for the same mirror and use a forthcoming store

credit refund to pay for the replacement. That store credit refund will be issued after he returns the mirror with the cut-off socket that he purchased from us on order [redacted]. We ask that he be responsible for the return shipping to send back the damaged, modified mirror. We will not be reimbursed

by the manufacturer for the returned mirror, due to the cut socket,

but we are willing to eat the cost as a gesture of goodwill to this

customer. We are sorry if the customer decides to purchase a new Ford mirror

locally to replace the puddle lamp, but at this point, we are unable

to refund his Visa card, due to the already-made exception to our

warranty policy and the damage and modification to the part.

Consumer

Response:

These are the emails that I have form [redacted] at rock auto. They state that the ford puddle lamp will fit the mirror that they sold me. So in regards to that here it is in black and white. I also have a email stating that the supplier will give them a new mirror. so they are out nothing. And I will not incur more expense in the form of shipping charges for a simple store credit. As I no longer wish to do business with rock auto. All I want is a refund of what I spent on this inferior product. After being givin the run around. And as far as the mirror issue itself that has been solved withe the purchase of a ford product. So at this time purchasing another mirror would be silly. the problem has beeen with the reluctance of rock auto to be in any way helpful or accomidationg to its customers. [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted]

To Me

Review: I ordered a A/C heater blower motor for my car and I was sent a blower motor with three holes instead of five, yet they advertised a five hole blower motor, if they had told me that three hole would fit the five hole mount I would not have wasted their and my time I talked to three different people and none of then seemed to know what I was talking about, one person indicated that I did not know what I was talking about. I bought a blower motor from a parts store and paid twice as much for it, It cost me over two hundred. but they did tell me that the three hole was made to fit my car. that Rock Auto did not do! I hope my next experience with Rock Auto is much better than it was this. If not I will go some where else.

Business

Response:

When this customer

ordered a blower motor for his vehicle, the photo we had on our

catalog showed a product with five bolt holes. When the customer

notified us the motor he received had only three bolt holes, we

investigated and found the photo we listed required an update. We

updated this photo in our catalog to reflect the motor we sell. We

also offered the customer a return for a full refund, since he did

not receive what was advertised.

At the time our

representative initially spoke with the customer, we were not aware

that both the three and five bolt designs would work for this

customer's vehicle. Upon further investigation of this listing, we

confirmed with our manufacturer that both designs would in fact work

for the customer's vehicle, so we communicated this information to

the customer. Since the customer had already returned the product to

us, we provided a full refund for the order and informed him he could

either place another order for the product if he wished to source it

from RockAuto or purchase it locally if he preferred.

We apologize for

any unintended rudeness from our representatives and for any

inconvenience that resulted from not having more information about

the product at the time the customer initially called us. The

customer has been refunded in full for this order.

Review: Rock Auto, [redacted] sent me a returned/defective [redacted] catalytic converter (cat) which was supposed to be a brand new unit. ??Isn't that illegal? ??

The dingbats at Rock Auto then proceeded to leave the original owners return authorization card inside the "cat" box that they sent to me with the used/defective "cat". How much more proof does one need that they are selling returned and defective parts?

It cost my daughter several days of turmoil and four times the money to have a local garage do an emergency repair when their "returned-defective" part broke apart inside which then shut the engine down after 3 months of use. Two mechanics in two different garages in two different cities, indicated that the original cat-owner must have overheated the cat probably due to engine problems which will cause the material to prematurely fail.

Do you know what the Rock Auto Customer Service Supervisor had the audacity to say: you need to contact [redacted] and prove it was defective.

I basically told him hey, stupid you are missing the point; DON'T SEND OUT USED AND DEFECTIVE PARTS AS NEW PARTS.??

I am complaining and reporting how this company is sending returned-defective parts out as NEW to unknowing customers. ??

The killer consumer part is that the emergency repair is costing me full retail pricing for the replacement catalytic converter plus additional labor to remove/install thereby costing me 3 1/2 times the price of the original purchase.

??PS: I am not normally an automotive-complainer this being my first in 60 years. I even gave them the name and return number of the person who had sent the converter back to them one week earlier saying they didn't really need it anymore - SURE !

So Rock Auto Customer Service is of ZERO help and they don't want to hear ANYTHING. Funny how they can take back a Cat with a ding in it with discoloration on the outside and send it out as new but refuse to do anything when their used part causes a complete car shutdown for my daughter.

[redacted] attached is the letter that I sent to Rock Auto via their online feedback which they promptly rejected [redacted]

Can you let me know what legal recourse I have beyond perhaps getting my Catalytic Converter money back. That cost me ~ $152 while the emergency repair and converter removal and replacement costs me $516.

[redacted] FORMAL COMPLAINT AGAINST ROCK AUTO OF MADISON FOR SELLING USED/DEFECTIVE PARTS AS NEW PARTSDesired Settlement: If provided an email I will send my letter I submitted online to Rock Auto which they promptly dismissed. The part I purchased was an entire exhaust system made by [redacted]. One of the two catalytic converters they sent me was a PROVEN RETURNED UNIT sent back to them and they then sent it out to me as a new unit. That one catalytic converter cost me $152 but It cost me $516 for emergency repair when the part failed and stranded my daughter 60 miles from home. At a minimum I would desire to have them refund the cost of the repair needed for my car ($516) out of the original cost of my exhaust system purchase from Rock Auto ($721). This is a practice that should not be allowed and until they are made to pay the price OTHERS can experience the same frustration and expense because of their greed to maximize their profits.

Business

Response:

We're

sorry if this part was damaged or appeared to have been used when it

was received. Had the customer reported this before installation,

we'd have offered a refund or replacement part. However, damage

was not reported until after the part was installed on the customer's

vehicle, 4 months after the part was delivered. The problems the

customer describes are often caused by problems elsewhere in the

vehicle.

As

our Warranties

page states, even if this were a warranty issue the

only option per the manufacturer's warranty would be reshipment of a

replacement part. No refunds or reimbursement of shipping, labor, or

other costs will be provided.

After

explaining the situation to the customer multiple times, no further

progress was being made so we chose not to respond to the customer's

latest email.

Business

Response:

The

presence of the return slip does not necessarily indicate this was a

used part or that the warehouse did not examine a returned part, only

that the warehouse mistakenly allowed a return slip to be included in

the new shipment.

According

to an email from the customer (see excerpt below), damage was noticed

by the garage before installation. The customer chose not to

report damage to us until several months after installation.

Again, had he reported the damage prior to installation we would have

offered a return or replacement since it would be clear the damage

was not caused by his vehicle.

“All

of the items were installed on 18 March 14 by a local, full service

garage that noted a

pre-installation dent in one of the catalytic converters and a

slightly off color appearance but

nothing appeared to be loose inside the unit at the time so “MY

ROCK AUTO SUPPLIED PARTS” were installed by [redacted]"

Consumer

Response:

Review: I purchased a radiator fan control module for my wife's 2001 Volkswagen New Beetle 1.8T. This module controls two things-- the radiator fans, and the AC compressor clutch. After installation, the radiator fans did NOT work (although the AC did.) No other problems appeared on the first day.

On the second day, while driving to work, the car started smoking and making a terrible smell. When I tried to shut it off, the ignition would not switch off and the engine "dieseled" for a bit before it would stop. The ignition was shorted. The radiator fans were running and smoke was pouring out from under the battery. I got down on the ground in my work clothes and pried the harness plugs off the new fan control module, which was blazing hot. I burned my hand in the process, have a big blister on the back of my hand where a smoldering drop of molten plastic fell on me. The ignition and radiator fans then turned off. Now I have no radiator fans OR AC.

I pulled the module out again this morning. The module shorted out internally and burned itself up, melting out all of its own circuit board solder. Unfortunately, it also burned up the car's wiring harness in the process. The main power plug was completely melted. The car is not driveable due to the risk of overheating without radiator fans. The wiring harness is ruined due to RockAuto's defective product.

On 9/3/2014, I called RockAuto customer service and spoke with Joshua. Joshua said he could not offer any solutions to repair the extensive damage done to my car, that he could only offer a refund or exchange on the module itself. I told him this is unacceptable-- what good does either of those do me when a part THEY sold me ruined my car? I can't even install a new module after the one they sent destroyed the wiring harness. He said he was sorry, and blamed the manufacturer's policy rather than RockAuto. I asked to speak with a manager, and Joshua said "you're speaking to one, and so there's no need to escalate." Oh really?

The part in question was:

ÜRO PARTS Part # 1J0919506K HVAC Auxiliary Fan Control Unit

14-Pin, 2 Connectors on Each Unit, 1 Large Connector with 4 Small Pins and Small Connector with 14 PinsDesired Settlement: RockAuto should pay to have a mechanic replace the wiring harness in my car, as well as provide a new module of a different brand to ensure this does not happen again. At the very least, they need to provide a new wiring harness and module.

I have been a RockAuto customer since 2009. I have recommended them to MANY people, as recently as two days ago, just before their defective product damaged my car and RockAuto told me what to go do with myself. This is so disappointing and frustrating, there are no words. SHAME on them.

Business

Response:

As our Policies

page explains, 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

and no reimbursement of labor costs, shipping costs or other

expenses. This particular manufacturer (ÜRO) does not consider labor

claims, so we offered either a part replacement or refund. Per the

customer's request have refunded him for this part.

Consumer

Response:

Review: In November of 2014 I bought a new fuel pump from RockAuto for a 1996 Chevy Lumina 3.1 L, I installed the full pump in December of 2014. The car ran for a little while and then broke down 2 weeks ago, exhausting my knowledge with the vehicle I had it towed to a repair shop. The mechanic did a number of diagnostic tests on it and determined it was the fuel pump, I told him it could not be the fuel pump as I just replaced it. He said let me put a new one in and see if it works, well it did and the car is running again. I contacted RockAuto for a refund, and they informed that they can not refund me the money but replace the fuel pump. I don't need a spare fuel pump, the mechanic has replaced the defective one with a new one. I emailed two people and spoke to an individual on the phone with the same answer....NO REFUND just a replacement fuel pump. I don't need another fuel pump.Desired Settlement: A refund of the original amount for the defective fuel pump of $70.79. I already ate a $250 bill for replacing the defective full pump. I can provide the mechanics slip if needed.

Business

Response:

As

our Policies page

explains, 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. Manufactures' 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. This part was purchased in November 2014 and the

customer reported a problem in late January 2015, so we offered to

help him through the part-for-part warranty replacement. No refund

will be issued for the part.

Consumer

Response:

Review: Order number [redacted] placed on April 1, 2015 included two of part number [redacted].

The parts received are not the same. Different lengths, different bushing sizes, different thickness, different finish, etc.

I requested replacement and was told no, told they should perform the same, told they can not do anything about it.

The told me that I could pay to return them and also pay the original shipping (refund only for purchase price of part).

I understand their policy if this was somehow my fault but it is entirely their fault.

After exchanging 6 emails with vendor and seeing that they were obviously not going to honor their own return policy I am contacting you, yelp, federal mongul (manufacturer of the parts who I have purchased from for over 50 years), and my trade groups. I hope that you can help.

Thank you.Desired Settlement: First of all I would like an apology from RockAuto for their lousy customer service.

Secondly I would like replacement parts that are the same if they can be sent promptly otherwise I simply want a full refund including original and return shipping.

Thank you.

Business

Response:

Our Policies

page states that shipping charges are not refundable unless the

return is due to our mistake. As our Help

page explains, manufacturers

sometimes buy parts from other companies to save the cost of tooling

and/or to supplement inventory between production runs. They

sometimes sell the same parts under different brands. And

they sometimes make minor design changes which do not affect

performance (such

as using a different color of plastic on a PCV valve or different

color paint on a shock absorber). As a retailer, we have no control

over those decisions. If the part you received is in Company A's box,

we bought it from A, we paid A's price for it, it meets A's

specifications and it is covered by A's warranty. If you choose to

return it because you disagree with Company A's aesthetic or

make-versus-buy decisions, shipping is not refundable and, if you

re-order it, you probably will receive the same item (unless Company

A made another design or sourcing change in the meantime).

This

customer purchased two Moog stabilizer bar links. Moog sources these

parts from different companies, so while they may look slightly

different they will both fit and function and are Moog parts. The

customer is welcome to set up a return for these parts using our

Order Status and Returns link

(https://www.rockauto.com/orderstatus/orderstatus.php),

but since we shipped him the parts he ordered he is responsible for

shipping costs.

Consumer

Response:

I understand that RockAuto has a policy of not refunding shipping charges and not paying for return shipping charges when a problem arises that is not RockAuto's mistake.

However, this problem is RockAuto's mistake so it makes no sense for you to quote me your policy as it only confirms what I already know, that you are trying not to honor your policy.

What I find remarkable about this is that after years of personally and my company buying from you we have not had a problem until now. And the one time I ask for your to fix it you start quoting policy's that are not applicable as some sort of excuse when they only re-affirm the fact that you are not honoring your own stated policy.

This made me look at reviews of RockAuto and boy it sure looks like you have a lot of people that hate you given all the unflattering comments I have read on the web. I will be joining my voice to those comments and sharing this experience with everyone I know. You really suck to fight me about a mistake that you made. You would simply be apologizing for the inconvenience and doing whatever it takes to make it right. Learned my lesson. RockAuto is happy to loose you as a customer over a $5 shipping charge. That is a sure fire way to make sure you go out of business. The sooner the better. At this point there is nothing you can do to make things right. I will call Amex to get a refund or at very least cost you an Amex dispute resolution fee if you fight my complaint. I have been more than patient and have given you multiple opportunities to fix this and you have chosen to not correct your mistake and to both loose a customer and create an active and outspoken person to rant about this experience all over the web. Congratulation on a colossal customer service failure.

Review: Our company purchased an automotive part from Rock Auto. We paid for the part and received it. We had to return the old part in the same box. They did not tell us we would have to pay for return shipping. Once they received the part, they stated that a wire was cut and we would not get back our core money. I asked them to send a picture of the cut wire. When they sent a picture, the flash washed out the wire and you could not see if the wire was cut or not. They told us they would not send another photo and their decision was final.Desired Settlement: I would like our money back for the core charge.

Business

Response:

The

customer purchased a part with a core charge. As our Policies

page states, shipping charges on cores aren't

refundable. Cores must be complete and rebuildable to receive credit.

When the core return was received, there was a cut wire so the core

was unable to be rebuilt. We sent the attached photo multiple times

upon request, clearly showing the cut wire. We offered multiple times

to send the unrebuildable core back to the customer, but she did not

respond to our requests so the core was disposed of. The customer was

not charged return shipping (we absorbed this cost as a courtesy). No

refund will be issued for this core that can not be rebuilt.

Consumer

Response:

Review: I purchased a fuel pump from this company, and after weeks of being given the run around for why it hadn't arrived, I finally received my pump. I ordered an ACDELCO brand, and they sent a bosch. When I called they claimed it was the same thing. I reluctantly kept the pump and installed it myself as I am a mechanic in the Airforce. I began noticing my truck having issues with the pump so I called back as it was under warranty, and they told me I would have to purchase another pump, and then they would potentially refund my money if they decided it was defective. We purchased another pump and began to pull apart my truck when I noticed that the second pump was broken. I called back very frustrated, and they told me they would send a return label and send me a new pump and go through the process all over again. I asked if they would overnight it since this was an ongoing issue, and they refused. I asked to speak to a manager and they told me that it wouldn't make a difference as it was policy, and then they refused to transfer me to a supervisor. I have contacted their vice president of customer service, and I hope to get this resolved, but as of now, I am completely disappointed in the service, and quality of product. I will NEVER do business with them again.Desired Settlement: I would like a phone call, and at this point just want return labels for both pumps and a full refund.

Business

Response:

We are not sure what the customer is

referring to regarding weeks of waiting for delivery, since all pumps

were delivered within 3 business days or less of when they were

ordered and shipped.

As we have explained to the customer

and as our Help

page explains, manufacturers sometimes buy parts from other

companies to save the cost of tooling and/or to supplement inventory

between production runs. They sometimes sell the same parts under

different brands. As a retailer, we have no control over those

decisions. If the part received is in Company A's box, we bought it

from A, we paid A's price for it, it meets A's specifications and it

is covered by A's warranty. The ACDelco part he ordered is the

ACDelco part he received, it carries the ACDelco warranty, and

ACDelco chose to source that part from Bosch.

When the customer's first pump (ordered

in August 2014) failed under warranty in March 2015, we offered for

him to return it for reshipment of a new pump or to purchase the same

part number, then return the old pump for a refund on the new order.

The customer chose the second option. As our Policies

page explains, we reminded the customer that like other retailers

of rebranded parts, we don't offer a warranty of our own – we honor

the warranty provided by the manufacturer of the product. As long as

the manufacturer determines the part failed under normal use, they

would receive a part-for-part replacement.

When the customer reported a problem

with the second pump upon receiving it, we offered to provide him

with a prepaid return label and either reship the pump (so he could

proceed with the warranty procedure) or we could refund him in full

for the second order if he preferred to abandon the warranty

replacement. Manufacturers' warranties do not cover any shipping

costs, so we explained while we could not overnight the new part for

free, we could reship the part at the original rate the customer

chose: FedEx Ground. Alternatively, he could pay the difference to

expedite the shipment. The customer spoke to multiple representatives

here who explained it is not our or the manufacturer's policy to

expedite shipments for free. Unlike some companies with tiered

structures of authority, RockAuto has a flat structure in which all

representatives are responsible for making decisions on behalf of the

company.

The customer has used the prepaid

return label we emailed him to return the 2nd pump for

reshipment. He proceeded through the manufacturer's warranty

replacement process and has a return label for sending back the old

pump for a refund on the new order.

Review: I ordered wiper blades from Rock Auto on March 11 2015 for a 1995 Chevrolet Camaro. My order number was [redacted]. A 1995 Camaro has a special style of wiper blade so that is why I ordered them offline. It has a Reverse J-Hook Wiper arm that was only present on the 1993-1995 Camaros. I ordered 4 wiper blades for $6.04 with shipping coming to $10.70. My total for the order was $16.74. I received the wiper blades a few days later and to my surprise they did not fit. I work at Autozone and I would have bought the wiper blades there but we do not carry them. I install wiper blades on customer's cars as part of my job so this is not operator error. I filed a complaint, #[redacted], and gave them picture evidence as to why the wiper blades do not fit. Their only comment was that they had sold them for similar vehicles before. They had not even commented on the picture evidence provided. They said that they would refund the wiper blades but not the shipping. The shipping in this instance was more than the wiper blades so I requested that they refund me for both and pay for return shipping. They replied that they could not do that in this case with no explanation as to why. I then sent them a sentence straight from their website that reads, " Shipping charges are not refundable unless the return is due to our mistake." This was their mistake and they rudely sent back, "There has been no "mistake" on our end." Putting mistake in quotation marks is spiteful and unprofessional. I sent them back an email saying that I would be contacting the Revdex.com and they did not respond. They also switch costumer service service representatives throughout the case from Corey to Will so I was not even dealing with the same person throughout the ordeal. They have given me no proof that they do in fact fit however I have provided concrete evidence that they do not fit. They have not removed the product from their website for this vehicle so someone else will likely have the same problem.Desired Settlement: I would like a refund, an apology, and for the product to no longer be offered for a 1993-1995 Chevrolet Camaro. Their costumer service was very poor at delivering quality service over a $16.70 order.

Business

Response:

We're sorry this return wasn't handled

appropriately. We tried contacting the customer by phone to discuss

details further, but were unable to reach him. Regardless,

considering the fitment issues he experienced and the likelihood that

necessary adapters were not included with his wiper we have refunded

him in full for the order as requested (without requiring return).

Review: I purchased a part from this company. When I arrived it was opened not wants but twice. It had multiple labels of previous customers opening it and returning it. It did not fit my vehicle. And I assume it did not fit multiple other vehicles. I returned it with a tracking number and did not receive money back to my account. Also on their website they want you to include your Vin number year make and model and engine type. With all this you should not be able to order the wrong part. However since then I have a part in my hands at this moment that is for a Jeep Rubicon. Even the customer service department confirmed that. I do not own a Jeep Rubicon my Vin number does not match the Jeep Rubicon. The issue with this company relies solely on The lack of computer readiness to order The correct part using a Vin number make and model and engine type .. They need to upgrade their website and use better formats which makes things easier to purchase parts. Also I returned a fuel pump that turned out bad. I did not want to purchase the same fuel pump. However they insisted that I purchased the same fuel pump under warranty. The problem with that is that fuel pump is located inside of the fuel tank which takes hours to Service Did not want to make the same mistake twice. However they insisted that this was the only way. These are three separate issues which could have been resolved by better customer service and a better website..Desired Settlement: I would simply like to return two of the items without paying for shipping and get my money refunded for those two items And I would like to have the refund for the part that shows delivered However they cannot find this part that shows delivered. It was $155 And it was a Mopar oxygen sensor. They asked for a tracking number which I threw away after I found that it was arrived at their location with their return number labeled!!! I had a return number label in the package as well as tracking number. I did not keep the receipt because I tracked it online and threw the receipt away after I found that it was arrived ....

Business

Response:

This

customer references three separate orders.

In

June 2015 the customer purchased an O2 sensor. In August 2015

(outside our 30 day return window) he reported that he returned this

O2 sensor without ever getting authorization for his return or

reporting any problem with the part. He is unable to provide a return

tracking number for the return, and our return location never

received the O2 sensor back. If the part is ever received back we'll

refund for it, but without a return or any proof (tracking) that it

was actually sent back to us no refund will be issued.

In

January 2015 the customer purchased a u-joint on order 28494152

which our online catalog specifies fits Rubicons. In September 2015

he reported it didn't fit and that he does not have a Rubicon. To

clarify: nowhere on our site do we ask for a VIN number to be

entered. All parts are looked up using a vehicle's year, make, model,

and engine size, then relevant details are listed in each part

listing so that customers can order appropriately. We're not sure why

he waited 8 months to report a problem or why he ordered a part that

is specified for a vehicle he does not have. We accept returns within

30 days, as our Help

page explains. Since the order is well past our return window and was

misordered, we unfortunately can not accept a return for this

customer's order.

In

November 2014 the customer purchased a fuel pump on order 27141230.

In August 2015 he reported it stopped working. Our Warranties

page 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

and no reimbursement of labor costs, shipping costs or other

expenses. The customer returned the old pump and had a new pump

shipped to him under warranty. No refund is available for this fuel

pump under warranty.

Consumer

Response:

Review: Order dated 10.31.15

I ordered a fuel pump and the required pump filter/screen to validate

the pump warrantee. The pump was a SPECTRA PREMIUM /

COOLING DEPOT SP1158 Fuel Pump (Weighs close to 1 lb.) and

the screen was a SPECTRA PREMIUM / COOLING DEPOT STR44

Fuel Pump Strainer (weighs 3 oz. if that).

The pump came with the hardware parts bag ripped opened

obviously from a previous sale and return. In my inspection of the

fuel pump I found that the reason the pump was obviously returned

was because there was a internal brass washer jammed under the

intake screen that does not belong there making it a unuseable

faulty part. I returned the pump and filter back to Rock Auto and they

refuse to give me full credit for the shipping. They claim the pump

screen was still good and useable. I told them if I do not have a

working pump that I ordered from them then they made the filter

unusable for me by their doing only. Now the big rip off.... I paid for

both items sent together at a total of $6.25. Because they refuse to

admit their responsibility of creating the screen unusable to me and

claim it was my choice not to keep it, They refunded me for the

parts but refuse to refund the total shipping charges I paid for the

non useable fuel pump and required screen.

They pro-rate the shipping like this. They figure out the shipping as if

you ordered the 3oz. screen by itself at a rate of $4.98 and then say

the pump that weighed close to a pound part of the origenal fee

charged to me was only 1.27.

Hello the pump by itself cost the 6.25 and the added screen was

nothing in the original order. How does a 3 oz. item cost more to

ship than a item near a pound? They manipulat the shipping

process in reverse to steal.

This practice is fraudulent to all their customers and possibly illegal!

Final and to the point statement is that Rock Auto sent me a re-sold

unuseable part and because of their own doing made the other part

unuseable to me and worthless but they will not refund my total

shipping charge claiming not responsible.

They owe me 4.98 for shipping charges they refuse to refund due to

their own doing.Desired Settlement: I will only except a outcome of refunding me the rest of the shipping charges of 4.98 that they expect me to pay because they sent me a FAULTY RESOLD PART creating the other part useless to me. Also I want to see the practice of their method in calculating their shipping credit when people order more than one part. I believe this practice is illegal and fraudulent possible a class action case.

Business

Response:

Mr. [redacted] reported that the fuel pumps he received were defective, so we provided return instructions and pre-paid return shipping labels. Mr. [redacted] effectively received free return shipping for the fuel pump strainer on both orders by including them in his return box, though there were no problems with these new, unused parts. As our Help page explains, every part we sell may be returned within 30 days for a refund of the part price but shipping charges are not refundable unless the return is due to our mistake. Due to the items shipping together, outbound shipping costs were combined. We included the incremental increase of shipping the pump and strainer together, in the refund, because shipping the faulty fuel pumps was our mistake. The customer choosing to return new, undamaged fuel pump strainers was not, so the cost to ship just the strainer was not included.

Consumer

Response:

This complaint is for order number two as you can tell by the date. Rock Auto is lying and their policy is if you get defected parts they will refund the original shipping cost. If Revdex.com or anyone else goes to their website and put the pump in their shopping cart for the [redacted] zip code you will see the shipping cost charged for that pump. After that you put the pump filter/strainer in the cart and you will see that the shipping DOES NOT GO HIGHTER their fore the proper refund for shipping is the amount paid by me in full. Also as stated how can Rock Auto honestly say that the near 1 pound item cost 1.27 to ship and the 30z. item cost 4.98. Rock Auto is obviously shipping junk parts and in return flipping the coin and gamble the customer will keep the garbage instead of them playing games like this. If I did not have pictures and emailed them to Rock Auto they probably would say the parts were not defected and beat me for shipping both ways. I don't care if Rock Auto wants to claim the filter/screens were not defected and I should eat this bogus FALSE shipping charge. Rock Auto needs to Stand up to the plate and admit that because they sent me 3 faulty pumps in two brands that they themselves created the fact the screen/filters were made useless to me. After being jerked for these 3 DEFECTED ROCK AUTO WANTS ME TO COVER THEIR COST. How many other people does Rock Auto screw on returns saying they are fine or send out pre-sold ,returned, faulty parts like they sent me?

Review: Before ordering a water pump, thru Rock Auto, I called on 11/11/15 @2:00pm (ohio time), to confirm that the part would fit my husbands car. I spoke with [redacted], who assured me that the part would in fact be correct, that I had to order it on line, if it needed to be returned, for any reason, there will be no cost to be incurred by the buyer. The part cost 36.79, plus shipping 5.94, for a total of 42.73. We received the part on 11/14/15, it was the wrong part. I called and spoke with [redacted], who told me how to get the return shipping label, ( he never said anything about a for returning the item). I told him it was the wrong part and he wrote "Part not wanted" in the reason for return. I printed the label provided, the post office would not accept that, so according to the manager I had to reprint another label, and take it to fedex, I told him that the part was the wrong one, he said no it says part not wanted. so he said I would have to pay for the shipping. I was not charged for the shipping at the time, but when I checked my account balance, there was an extra fee for shipping. This was Rock Auto's mistake, by saying that I didn't want the part, it was clearly the wrong part. I should not have to pay for shipping twice when it was not my mistake but the persons taking down the information. How sneaky is that? They took it upon themselves to write down what they want so they don't have to for shipping charges and we did everything in due diligence to prevent this whole aggravating and stressful situation.Desired Settlement: I think its only fair, to get back all of my money, which is 42.73. Rock Auto credited my account at 30.15. Also please keep me apprised of any class action lawsuits against this company.

Business

Response:

Mr. and Mrs. [redacted] placed an order online and selected a water pump for a 1967 Pontiac Lemans. We do not employ mechanics or technicians, so our employees cannot and do not recommend which part a customer should buy. As our Help page explains, all parts listed fit the year/make/model/engine combination you choose and to please read listings carefully to ensure they match your application. Mrs. [redacted] later informed us that there is a 1971 Pontiac Lemans water pump installed on her 1967 vehicle, which explains why the 1967 pump she ordered did not fit. Since she ordered this part incorrectly for her modified vehicle, shipping is not refundable. As our Help page explains, shipping charges are not refundable unless the return is due to our mistake. We explained to Mrs. [redacted] how she can take advantage of our discounted return shipping label, and she opted to use this label to have the shipping cost deducted from her refund. The refund issued on 12/1/15 includes the full price of the part, minus the return shipping label. No additional refund is due.

Consumer

Response:

The last email that we received from the Revdex.com states that we had to take no action and to just wait for future communication. We just got an email tonight, Sunday, from the Revdex.com stating that our complaint is now closed because we did not respond. Today is the 10th day to respond so I am. I don't know what rock auto is talking about when they say I said we had a 71 lemans, when clearly I know that we have a 67. I never said I didn't want the part, I said it was the wrong part and it wouldn't fit our 67, because it was supposed to have the front and back to it as promised from [redacted] at rockauto. They wrote that the part was not wanted. Thank you for your time. [redacted]Sent from my iPhone

Rockauto has great prices,high quality parts,and super fast shipping. I will continue to recommend rockauto to everyone.

the right part every time unlike a1auto,very happy with the service