RockAuto

Review: On Monday July 29th at approximately 7pm I order a upper right grille and right fender and a hood and bumper cover from Rockauto.com, On Thursday of the following week I received the bumper cover from Fedex straight to my door. On Monday August 5 I called to see when the other packages would be here, because it had been within the 1-6 business days it said on my order screen when I ordered. I was then informed that my packages were misplaced and sent to Wisconsin and there were at the time in Kentucky shipped from Wisconsin, and being shipped back to New Jersey the originally located they came from. I was told my packages wouldn't arrive until Thursday the 8th. Which I was upset about because I had made prior plans getting my car fixed considering I was told 6 days. On Wednesday, today, August 7 I received the packages, I received a left fender and a left grille which I did not order my car was hit on the right side, that being the passenger side. I then proceeded to call Rockauto and talk with a women who says that I purchased all left sides which I did not. I then got off the phone with her to check emails ect My emails only say the parts but not left or right sides. I called rockauto again and asked to speak with a supervisor and I talked to him and he was very rude , telling me I made a mistake and ordered the wrong parts and now I have to send the parts out and pay to ship it there and back. I should not be paying anything I know what I ordered and I never ordered the wrong sides. I was hung up on twice and he kept repeating how many times I had previously called. Which I had called because my packages were misplaced and sent to different states. I then asked to talk to his boss and he said that I couldn't speak to anyone else. I want them to pay to ship them back and I want my parts I ordered. I also want to complain on the so called supervisor who was not very kind at all or helpful.Desired Settlement: I would like them to ship my parts back to there warehouse and send me the correct parts and asap.

Business

Response:

First, we are very sorry for the delay

this customer experienced in receiving her parts. The truck freight

company made a mistake in interpreting her shipping address, and

shipped the parts to Wisconsin after the shipment left our warehouse on August 1. After the mistake was corrected, this

customer received her parts within the estimated 6 days

allowed for truck freight shipment deliveries, on August 7.

The part numbers this customer ordered

for the fender and grille are GM1240313 and GM1200493, respectively.

GM1240313,

as seen in the attached screenshot Revdex.comGM1240313.png of our website,

is described as the “LH Front assy,” “LH” indicating

“left-hand.” Per our FAQ page, “left hand” in our catalog always indicates the part fits

on the driver's side of the vehicle. Thus, the fender ordered will

not fit on the passenger's side of this customer's vehicle.

GM1200493,

as seen in the attached screenshot Revdex.comGM1200493.png of our website,

is described as the “lower right side; matte-black; Assembly,”

“right side” indicating “passenger's side.” The grille

ordered should fit the passenger's side of this customer's vehicle,

but it will replace only the lower part of the grille. The customer

indicated in conversations with our representatives that the entire

grille replacement was needed.

RockAuto has a 30-day return policy,

during which parts can be returned for any reason, as long as the

original manufacturer's part box can be returned. Should the customer

not need or want the parts, in the case of ordering the parts

incorrectly, we ask that the customer pay for the return shipping. We

have set up returns for this customer and helped her generate a

prepaid FedEx return label for the grille. The cost of the return

label will be deducted from her refund when the part is returned. She

can choose to send back the fender if she wishes, for a part cost

refund.

Review: I received an e-mail from the company offering a 5% discount on my next order. I was unable to find where to add the code during the online order process. (I was told during my phone call to them that I should have entered it in the where did you here about us window?) When I called to ask them to apply the discount they refused to return the credit to my Paypal account and stated it would cost to much! Oh but I could use it on my next order. They made it difficult to find where to enter the code and then refused to honor it.Desired Settlement: I only want to have a credit at the store or a refund on my Paypal account. I won't be able to order from them if they won't honor their offer. Too bad as they have always been good in the past.

Business

Response:

We are sorry to hear that this reviewer could not use his 5

percent discount code. Discount codes should be entered into the "How

Did You Hear About Us?" box on RockAuto.com, either in the

Shopping Cart or on the Checkout page, with no other words or

phrases. If the code is valid, it will apply to the order total

automatically.

However, if customers forget to enter their discount codes, as

long as their orders have not shipped and their discount codes are

valid, we can deduct the discounts manually. Since this customer's

order had shipped by the time he contacted us, we were unable to

apply the discount code.

Discount codes are used to reward repeat customers and encourage

future loyalty to our business. We cannot retroactively refund this

customer money as a “discount,” as that is not a reasonable

interpretation of the rewards program. We hope he will give us a chance again in the future, with our discount code policies in mind.

Review: Called RockAuto and requested A/C Compressor, the representative identified part # [redacted]. After paying the $47.00 to Express Ship the part, Mechanic informs me that the part is incorrect. I expected the representative to provide the expertise needed to correctly identity the A/C compressor, not the clutch. RockAuto should have caught this?? Seems suspect that RockAuto encourgages customers to complete the order online, there is no one at RockAuto to refer back to. The resolution should be easy to fix, refund the 47.00 shipping cost.

Talked with an inital representative, escalated to a [redacted]/supv at the Wisconsin "Corporate Office", then talked to a [redacted] who advised that eveyone has the same authority there??

I am requesting that RockAuto discounts the correct part by the 47.00 paid due to the oversight.Desired Settlement: I am requesting that RockAuto discounts the correct part by the 47.00 paid due to the oversight.

Business

Response:

Mr. [redacted] ordered a Denso 473-0227 through our

online catalog. This part is listed in the "Heat & Air

Conditioning:A/C Compressor Clutch" category when searching with his

vehicle information (1998 Mercedes-Benz C230 2.3L L4) at

www.rockauto.com, and carries an item description that says "Compressor

Clutch", with a picture that shows a compressor clutch. The A/C

compressors can be found in the "A/C Compressor" category, and the

pictures and descriptions make the difference clear. While it is

possible that there was some misunderstanding about exactly what he was

looking for when speaking to a representative at RockAuto, it does not

seem reasonable that we are responsible for him ordering this part

without paying attention to the category, description and picture of

the part. He can return this part for a refund of the cost of the part,

but we won't be covering shipping costs that we paid to ship his order,

and while he is welcome to buy the part that he really needs, we can't

offer an additional discount just based on the fact that he chose the

incorrect part the first time.

Review: I ordered a throttle position sensor and received the wrong part, the box that the part came in was accidentlly thrown away. When I contacted RockAuto they informed us that without the box I couldnt get our money back. I tried sending back just the part and they sent it back to me. The part was $285.34. I would gladly try to resend the part back to them. I have tried to call them 3-4 different times and talk to a supervisor about this and was informed that their supervisors dont speak to people.

Business

Response:

We're sorry this customer received an

incorrect part. We were ready to accept his return for a full refund.

However, the customer threw away the part box. Our Policies

page explains that, just like for other retailers, returns must be in

their original manufacturer part boxes. Without the box, the part is

not returnable since it helps identify the part. Without that box,

the part can not be resold or returned to the manufacturer.The final representative the customer

spoke to was a supervisor, who explained that transferring the call

to yet another supervisor would not result in a different answer.

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.

Review: Purchased two MOOG Wheel hubs in the amount of $95.00 a piece, did not include tax and shipping from Rock Auto. Com. Received items and were not the correct hubs and information was vague. Filed online with Rock Auto return and followed correct steps. Took both wheel hubs in original boxes to FedEx. Shipped one wheel hub to Maryland and the other wheel hub to New Jersey on my dime in the amount of $22.00. Provided Rock Auto with tracking information. Rock Auto received the items and verified with an email. An email from Rock Auto on 03/13/2015 stated that they would refund the money back to me because there was a FedEx sticker on the original box, not the part and they could not refund me the money.Desired Settlement: Refund other than that court action.

Business

Response:

One

of the hubs that Mr. [redacted] returned was received in just the

manufacturer's part box, which was damaged and had multiple shipping

labels on it. Because we can't resell parts in damaged packaging, we

caution in our return policy and in the return instructions that we provided him that returns sent in just the

manufacturer's packaging may not be refundable if the original box is

damaged in shipping. Unfortunately, that is what happened in this case

and because we won't be receiving credit from our supplier for this

part, we are not able to issue a refund to Mr. [redacted].

Business

Response:

This customer

ordered the wrong hubs (he ordered 4 hole when he needed 5 hole) for

his vehicle and requested a return past our usual 30 day return

policy. We offered a return policy exception and allowed the

return of the two hubs. We sent him return instructions that

explicitly state we require a shipping box be used for return to

prevent damage to the box and part: “Put the part boxes in a

shipping box - returns sent in just the manufacturer's packaging may

not be refundable if the original box is damaged in shipping.” This

same information is reflected on our Policies

page. The customer did not use a shipping box for return of

either part.

The part returned to

New Jersey was refundable because

the part and the part box were received in undamaged, resellable

condition. The part returned to Maryland had multiple labels on the

part box and had a hole in the part box (see attached photos),

rendering it unable to be resold due to damage and therefore not

refundable. No additional refund will be issued for the second

part that the customer returned without a shipping box and which had

a damaged part box upon return.

Consumer

Response:

Review: I ordered brakes and rotors for my truck and they sent the wrong ones. Order number is

[redacted] . When I call them they said they were sorry and would give me a full refund

They shorted me 28.53 . I had the truck on a lift had had go buy part at a local auto parts store . I feel they should except full responsibilityDesired Settlement: Full refund

Business

Response:

This

customer ordered a rotor and brake pad kit for his vehicle. On the

Info page in the part listing, we include the sizing specifications

for the parts. We're not sure why he ordered this kit if the listed

sizing did not match his needs.

When

he reported that the pads and rotors were too small, we tried to

determine why the fitment issue might exist. We established we

shipped the kit he ordered. The customer reported his front caliper

casting is 288C. We do offer a kit with larger sizing options that is

for vehicles with a front caliper casting 285C or 286C,

but we took the customer's word that this kit would not work for him

based on his reported caliper casting.

Although

he overlooked relevant details in the listing and we shipped him what

he ordered, we offered to cover half the shipping cost for the

customer as an exception to our usual return

policy since he also was experiencing fitment problems with his

pads. The customer agreed to this resolution, he returned the parts

using a prepaid shipping label we provided, we refunded him for the

parts, and then he claimed that he expected original shipping costs

back. Since RockAuto did not make a mistake and since the customer

overlooked the relevant sizing information we listed, no additional

shipping costs will be refunded.

Consumer

Response:

Review: I ordered a timing belt component kit March 5, 2015 and it was installed by a registered mechanic. 2 months later a loud noise came from the engine so I trailered the car back to said mechanic for diagnosis. He found that one of the parts failed (tensionor pulley) and that was causing the camshaft to "knock" around. I called Rockauto to inquire about replacement part and they informed me I would need to order a whole new kit (out of my pocket) and take out the part I need and put the defective part in and ship the whole container back (again out of my pocket) and they would refund me the price of the kit. So I would have to pay to ship a new kit to me, and pay to ship the defective part with the kit back to them. I asked if they could expedite the order and they refused, only that they would chip in the $9 ground shipping towards the $51 expedited shipping charge. On top of that I have at least $350 (at this point) of mechanic labor to diagnose and install the new part when it comes.Desired Settlement: I am asking for a partial refund of my purchase price. Besides having at least $350 in cost that should not have happened if the part had not failed, on top of being out of a car for the week waiting for a new kit to arrive. And having to pay for shipping 2 ways for a failed part that their company sells should not be normal business practice. I would like them to take responsibility for the parts they sell instead of throwing their hands up and saying oh well, that's our policy.

Business

Response:

As our Warranties

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. Since the belt that failed was not available outside of the

kit, full kit replacement was the warranty option available from the

manufacturer. As a courtesy to our customers, we reimburse outbound

Ground shipping on replacement warranty parts, so this customer is

only responsible for return shipping (for which we also offer a

reduced cost label on our FedEx account via our Order

Status and Returns page). We can provide a full refund of the

warranty replacement order upon return. The customer can use the

return instructions emailed to him for return. No additional

compensation beyond part replacement and outbound shipping on the new

order will be provided.

I ordered a timing belt component kit. The kit was packaged wrong by the supplier and one of the parts was incorrect. This was not Rock Auto's fault. I bought the part I needed locally and Rock Auto took care of the cost. Awesome customer service. I was not expecting them to do this after all like I said before the issue was not even their fault. Highly recommend rockauto.com

Great as always

Rockauto almost always has the best prices and their customer service is excellent! Returns are made easy and they get back to you quickly when you e-mail them.

I have done business with this company for years to maintain and repair my vehicles. I have only had a problem with one transaction, and once I called thier customer service, I recieved a refund immediately. I will continue to take my business here.

Wonderful company! Rock Auto has all the same parts as any auto store, but for 1/2 to 1/3rd the price!You can pick and choose from just about every part a car could ever need, and they have a big selection ranging from cheapest possible to famous brand-name products. Their site makes it easy to find the right parts and make sure it fits your car. I love how you can search by make, model, year, part, or some of each. Their prices are often 1/3rd of shop prices and their shipping is fast and cheap. They are a great company, have very fair return policies, and are always sending discounts by email. They are always reliable and honest. You always get the right part on time and your privacy is never compromised.

Everything I order from rock auto is correct and arrives on time

It is the best place to buy parts. The best price and service. THANK YOU

Good seller.They have always done right by me.Good communication.Quality parts.Fast service.

I have ordered from Rockauto.com numerous times. Every time I have received exactly what I ordered, what was pictured and described, and in a timely fashion.

I have ordered door handles, wheel bearings, tune up parts, gaskets, etc. Not only do I save on parts, I can usually opt for the brand name parts and still beat the parts store after shipping. A+++

I have ordered a few times from RockAuto, and have always gotten great service. The ordering is easy and fast

Excelente sitio para comprar piezas! Si compras desde Puerto Rico el precio por el envio es bien razonable. 100% recomendado.

It was a pretty straight forward approach with the format of the site being as user friendly as it is. Found exactly what I needed, and didn't wait long to get it to my front door. The price was just right too, so that added to the experience. Thanks, RockAuto!