RockAuto

good prices and many choices

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:

Great place to buy parts for American cars from abroad.

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!

This company is absolutely outstanding. I live in the N.W.T and order often from them. In the past five years I have never had a problem. I recommmend this company to anyone.

I've been using rockauto.com for years.They always give me a good deal, and I always get my parts promptly.

Have ordered parts from these people before, always on time and the parts are the ones displayed in the pictures on the website. Have recommended them to my father, who in turn has had me order the parts since I'm already a customer.
Great parts at a reasonable price! If you're not afraid to get your hands dirty and learn along the way, this is defiantly the place for the car repair "Do it yourself" 'er

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,

We have been doing business with Rock Auto, LLC for years on the internet without one problem. Their shipping is above industry standard and prices are great.

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

No problem finding the part and it was almost 100.00 cheaper even with shipping.

Grad sevice

Geat prices on quality parts and in my experience customer service is top notch.

Review: I placed and order from rock auto today and I payed for 2 business day express delivery because the product would get to me by friday the 6th and I could install the parts on friday evening and on saturday the buyer was driving down from 3 hours away to purchase the vehicle but I recieved an email stating that I would get my delivery on monday the 9th which is too late and that is not 2 business days from the 4th when I made the order. I called up customer service and was told that the day I placed the order does not count and the following day as well so the 2 business days would start as of friday the 6th and being that it is the weekend then the next business day would be monday the 9th. If I would have known this I would have gone to the dealer even though I would have paid a higher price but it would have been better because of the time factor. This just cost me $7,300 on a car sale...ROCK AUTO very dissapointing, I guess this is where we have to part our ways, I will do business with another firm that delivers on time.Desired Settlement: At this point there is nothing I can do...the customer is driving down from gainsville which is about a 3 hour drive and the car will not be ready. I will have to call her up and try to put it off for the next weekend and hope that she does not change her mind and buy another vehicle. This is very bad because I just lost a sale due to Rock Auto's bad delivering services.

Business

Response:

This

customer placed an order in the afternoon of Wednesday, February 4th

and tracking shows delivery Monday, February 9th.

As our site explains during checkout, we ask for 24 hours to process

and ship orders. When the customer checked out online, we showed a

“You should receive by” date of Monday the 9th

when the 2 business day express shipping method was chosen. We

printed the shipping label Wednesday afternoon but the express

shipments for that day had already gone out, so the order shipped

Thursday. Two business days from the day of shipment (Thursday) is

Monday since weekends aren't considered business days. The customer

received his order according to the shipping method he selected. In

the future, we recommend reading the expected shipment date we

provide during checkout so the customer's expectations are in

accordance with the service he selects.

Correct part. It took 5 days to receive which may be due to them putting wrong zip code on box. Other than that good to go!!

great prices great selection reasonable shipping cost.
timely deliveries. no complaints at all. can order parts and get them shipped cheaper than buying the parts at a local parts store or dealership.

Great prices and Great choices! Website is awesome, plenty of pictures to see what you are ordering. I will add more as my parts come in.

I heard of Rock Auto on TV about a year ago and I have been buying parts from them ever since. I have been so happy with the quality of parts that I get from them not to mention they have great customer service. I use them as my first choice for parts to all 3 of my cars and I happily recommend them to all my friends and co-workers

I have had nothing but positive experiences with rockauto. The parts arrived as promised and sometimes quicker than promised. Also, I would like to commend RA on their return policy; they accepted my un-used item for full credit minus shipping (even after return window). I could not be happier with RA.

ordering was simple and fast