RockAuto

This is the absolute best web site for ordering auto parts. Unmatched ease of use, pricing, choice of brand and customer service.

right parts all the time

Excellent pricing and service.

Online catalog was very easy to use with all parts for vehicle available for easy selection.

Always a positive experience with ROCK AUTO!

good quality product. great service. I received my part in two days. outstanding

quality products. exceptional service. Very fast delivery

I like the prices and the easy way to lookup parts on the site and many choices of parts.

Needed replacement headlight assemblies for my truck. Rock Auto had what I needed and at a reasonable price. Fast service had with in a week. Had one after a week develop moisture in head light customer service helped with getting my head light replaced.

I have used rock auto multiple times and I love it. Almost my whole car is rebuilt using parts from focl auto amd it has honestly saved me hundreds of not thousands of dollars.

The best online parts company I've had the pleasure to deal with!

my company has used them twice in the past 3months excellent fast perfect saved tons

I purchased a catalytic converter from Rock Auto for a 1991 Cadillac Sedan DeVille. All 1991 Cadillac Sedan DeVilles were built to meet California emmissions at that time and all have a sticker on the radiator cover that says "meets California emmissions" but when I ordered a catalytic converter, they said I bought the wrong one. There was ONLY 1 for that year. It did not fit because the down pie from the exhaust manifold was not bent properly. They refuse to admit their mistake and give me the same old runaround. That I had a California car when there was no such thing. Be careful.

After using this online service loyally, a recent experience with returns will prevent any future transactions with the company. I ordered a seat motor for my 2010 Ford Edge, the only motor listed by the site as an appropriate fit for the make, model, and year of the vehicle. Upon removal of the seat, it was determined that the part was not the right fit. The problem comes with the return policy. The part was shipped to me in a plain brown cardboard box, packed inside a larger box. Using their websites return instructions, I returned the part for refund. The return was met with the response that since not all of the packaging was from the manufacturer no refund could be issued. I say again, that the part was delivered without the manufacturers original packaging. Just a plain brown box. I'm curious how many times they've sold this same seat motor and reneged on the return. Buyer beware....

I had a problem with a brand new master cylinder I bought. They shipped me another one that was also bad. By the time I got around to calling back they said my 30 days was up. Since the first one was bad right out of the box shouldn't the warranty start from the second one I got? Since the second one was bad but in a different way shouldn't they want to refund my money? By the way I put a reman unit in from advance auto and all is well with the brakes!

Rock Auto attempts to scam on shipping. They will list an item as shipping from the same location as other items in your shopping cart, but when you add the item, they change the shipping location of an unrelated item in your cart and add additional shipping charges. This has happened to me on more than one occasion, which makes me believe that it must be their standard practice.
When it happens, I delete the item, and it costs Rock Auto sales and any recommendation I might have given them.

If I could give NO stars I would. We previously purchase a turn signal indicator and it was broken and used when it arrived. Since we were able to return it and get a refund, we decided to give them another try. MISTAKE. Not only did they charge my credit card twos BEFORE they actually shipped the parts, the customer service representative was beyond rude and refused to contact the USPS to determine where the part was. I asked to speak to a supervisor and was told that none were in and would have to return my call. When the supervisor returned my call, she told me that she only apologized IF her employee was rude. She indicated that since it was a he said/she said situation, she would not apologize for her employee's poor customer service. Basically, she called me a liar. Therefore, I will not recommend or use RockAuto ever again. Not even if they are the last parts provider on the planet.

Review: I ordered a product from rockauto and while I paid 2 days delivery on a Thursday the next day when I checked the order status I could see that this is scheduled for being shipped out on Tuesday next week. I called customer service and requested to cancel the order which they denied saying that they cannot and if I don't want the item I should send it back. I explained that since the item hasn't been sent they should be able to cancel the order so I don't have to spend money returning it. The company rejected any cancellation under the excuse that the warehouse will not accept cancellation. I asked what is the difference between them sending the item and then me returning it and they did not comment. They have a great business conduit just not for the USA but for North Koreea!Desired Settlement: Cancel the order and issue full refund

Business

Response:

We are sorry that we were not able to cancel Mr. [redacted]’s order. The starter motor he purchased was special ordered from the manufacturer, ACDELCO, and we are not able to adjust or cancel those orders once placed. Mr. [redacted] was able to return his part for a refund of the part cost, and instead chose to keep & use the part and return his core (old part) for a refund of the core deposit. We issued that core refund on 4/28/16.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Meanwhile the business went above and beyond expectations, I am very satisfied with their approach.

Regards,

Review: I originally placed order [redacted] on July 10, 2013. Upon receiving it the box was torn up and it was obvious that it had been damaged in transit. The two parts I ordered came in separate boxes, and the one part was hanging out of a rectangular box, while the other was totally intact. I contact rock auto via email and advised of them part issue and they sent me a replacement one and told me to keep the original for two weeks just in case. I received the replacement part and it too was damaged. This one was worse than the first and it was obvious someone saw the damage because there was tape all over the box. I called rock auto and emailed them pictures of the damage. I was told it was their policy to just refund the money at this point so I received a refund for the part and 4 out of the 18 I spent for shipping. I asked the company why only $4.00 and was told that they had already spent enough shipping it to me and had suffered a loss so I would only get that much back. I ended up reordering the part on a separate order, paid $14.00 for shipping, and received the part and it is damaged again. The company advised me when I placed the order they would e-mail their warehouse and ask them to not package it in that type of box , but they did anyways and it was hanging out of the box. When I called them about maybe using a different carrier for shipping instead of [redacted], I was told they wouldn't because they have a shipping program with them and with ground they can't make special requests. I called the company and was told I am just going to be given a refund for it because they won't send me another part. I offered to send them the rectangular box the original order came in to ship back to me with the replacement piece but was told not to bother. The part was $44.89 through their website, if I order it locally it costs me triple that amount. I told them all I wanted was a non damaged part and was told I was getting a refund. I have pictures of the boxes as I received them if need be.Desired Settlement: I would like the part, non damaged to be delivered. They told me they could only ship a product twice before refunding it and on this order this is the first damaged part I received. I ordered a part from the company and they now refuse to deliver it. If they can't do that I would like the 110.00 to buy the part locally or the refund completely for part and shipping costs.

Business

Response:

We are very sorry for the experience this customer had with this particular control arm. On her first

order, [redacted], she ordered 2 control arms, paying a total of

$108.08. The control arm that arrived damaged cost $44.79 and the

proportionate amount of shipping she paid for the one damaged control

arm was $14.57. We see on her first order that she was refunded only

$48.72. Our auto-refund system determined she should have been

refunded only $3.93 for shipping, which was a mistake. We apologize

for the inconvenience, and we have set up an additional refund of

$10.64, for a total refund of $59.36: the part cost of $44.79 + the

proportionate amount of shipping she paid for that part, $14.57. This

refund is set up to be issued back to the PayPal account she used to

place the order, and she will be notified via email automatically

when the refund is issued.

Regarding her second order, [redacted],

in which she ordered the same part number and it arrived damaged

again, our customer service representative expressed hesitation at

re-shipping her the part, since she had already received three

damaged parts, all from the same warehouse. We have addressed this

issue with our warehouse, so it does not happen again. Because we

were uncertain whether the warehouse would package her next control

arm carefully, we refunded her in full for the entire cost of her

second order, $59.36, and did not require her to ship back the damaged part.

If the customer desires to reorder the

part, we advise her to contact us via email before doing so, at [redacted], so we can contact our shipping warehouse before

her order is packed and shipped and request extra-careful packaging.

We apologize again for the inconvenience this packaging and these orders have caused

her!

Review: I purchased I headlight fixture for my 2007 acaida and received the wrong part which was not the companies fault. I called to see if they had the correct part and to get return information. They did not have the correct part and told me I could return the item for a refund minus the shipping charge. I explained to them that the shipping box had a big hole in it and I would use a different box to ship it back. The person I spoke with said OK and never mentioned that they would not take the item back unless it was in the original box even though the box was not shippable.

So the company will not reund my money even though the part still has the original plastic wrap on it and it is in perfect condition. I offered to pay for a new shipping box from the manufacturer, but they would not accept that.Desired Settlement: I want to get a refund minus the shipping cost for the wrong part that I received. It is not my fault that the box I received fro RockAuto was so beat up that I could not send the original box back to them. Also, I explained this to the person from RockAuto before I sent it back and he said that was OK if the original box was destroyed.

Business

Response:

We are very sorry if there was a

mis-communication when this customer called us on July 29. According

to our records and to the notes in his order, he did not inform us

that the shipping box he received was damaged or unusable. When we

received his return on August 1, we received the headlight he

purchased in a shipping box, less the part box. RockAuto has a 30-day

return policy, during which customers can return parts for any

reason, as long as the part has not been installed and the original

manufacturer's part box can be returned. We informed him of this

policy on August 1 and August 5, when he called back.

When this customer contacted us again

on August 5, he requested that the part be shipped back to him, in

lieu of not receiving a refund. We shipped the part back to his

shipping location and it was delivered August 6. He may keep the

part, dispose of it or try to sell it locally, as it his property.

However, without the original manufacturer's part box, we cannot

refund for the part, if returned.

Business

Response:

We

are sorry we are unable to refund this customer. According to our

records and to the representatives who spoke with him, he never once

informed us that the part box or shipping box was damaged.

Additionally, we have no record of him asking to purchase a new box

from the part manufacturer to return the part for full credit. We

understand that the part was new and unused, and still wrapped in the

original plastic, but we must receive the original manufacturer's

part box back in order to credit for the return. If he still has the

manufacturer's part box the assembly arrived in, albeit damaged, we

encourage him to contact us at erica at rockauto dot com, so we can

set up the proper return for him. To reiterate, our return policy

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

our customers place the returning part box within another shipping

box, to ensure the original manufacturer's part box is returned.

Consumer

Response: