RockAuto

Ordered a cat pipe on aug 28th for overnight delivery fully knowing it was going to be delayed 1 business day which would make it sept 2nd to be shipped out but when the part didn't show up I tracked it and it said it didn't ship till today. The thing that really burns me is that the part it shipping out of mass and I am in vt which is a next day point anyways by GROUND! All I wanted out of this whole thing was to be. Charged for ground but they wanted to credit me $15???? This was suppose to make me feel better about THEIR MISTAKE.... The fact of the matter they just lost a customer for life and I will tell everyone of my friends about this transaction all over me wanting a $30 credit for their mistake.

Horrible customer service paid $25 for a part and they only want to refund $7.

Awesome just amazing service and easy website I love it -[redacted]

Easy to use and the prices where great!

1/2 the price of your local auto store, if you're willing to wait a few days. I cannot speak for everyone, but they've always got me the right parts and in a reasonable amount of time.

Review: I had place an order for a door widow seal kit for my 1975 Ford F-250 while the truck was in the body shop getting repainted. When the seal kit arrived the truck wasn't finished yet so I had to wait in order to get the seal kit installed. Upon receiving the truck I installed the seals but noticed that they didn't fit very well. I tried to do everything I could to make improvements but nothing I did made them fit any better. I Contacted RockAuto and explained the issues that I am having and was informed that I was outside the warranty and return period and that there was nothing they could do. At the

time I wasn't asking for a refund but some seals that were manufactured a little better so that they would fit. I now am going to have to purchase this kit from another supplier with better quality products so I can complete my truck.Desired Settlement: I believe that the company should issue me a call tag for these items and credit my credit card. It's not my fault that they have some quality issue with some of the products that they sell.

Business

Response:

This customer placed this order on

5/7/2015 but didn't report a problem until 8/10/15. We accept returns

within 30 days, as

our Help page explains. Since the order is outside our return

window and beyond the manufacturer's 60 day warranty, we

unfortunately can not accept a return for refund or exchange for this

customer's order.

Consumer

Response:

large selection,great prices and fast delivery. Only my third purchase, but no complaints and I have been well satisfied with purchases.

This company is Great.always fast shipping an gets the order right.getting to where I go there first instead of eBay are an auto part store.

Orders are correctly filled, packing is adequate, and shipping prompt.
Many options for quality or price for the same item.
What more can you ask for, or expect?
The place to buy car parts.
Herb

Amazing hard to find parts for insanely decent pricing and shipped to your door. Split payment options, great customer service and the works. A+++++

Review: They sent me a part that didn't have all the parts in it. Now here it is almost a week later and still I have not even received the shipment form in mail to put on box to send it back let alone a new part to replace the broken part. I've called them 2or3 times about this. They will not refund my express shipping I paid for original part. They will not send me the shipment form to put on box to return broken part in express shipping, and its been almost a week and I still haven't even got the shipment form. Told them they better overnight shipment form, they did not and still haven't gotten it almost a week later and I just got off from phone with them a minute ago and they wont even express shipment me new part or even send out new part until the old part is shipped to them.Desired Settlement: I want them to overnight or express the part that I paid for 2weeks ago and they still haven't even got and send out new part and I still haven't even received shipment form to attach to box with broken part in it to return it. I want my money back I paid for express shipping 1st class mail. They keep blaming me saying it's my fault I don't have a printer to print out return shipment form and here it is a week later I still haven't even gotten one in the mail from them to send it out. This is doing no good to me now explaining what my desired outcome is when I should of already received the new part. I have to keep telling them this is your fault not mine so they should of overnighted or express shipped new part out to me when I called about broken part. So here I am 2 weeks later after I ordered part still not even with shipment for or let alone them sending out new part to replace the broken part that's their fault. The worst service I ever came across! How do I even know they even shipped out shipment order when that hasn't even came here and then I still have to wait after if I even get that for them to get broken part to get new one.

Business

Response:

When this customer informed us on March

31st, 2014 that the Fuel Tank Pressure Sensor she ordered

was damaged, we asked her to send us photos of the part for

clarification. We received these photos on April 1st and

offered the customer either a return for a full refund or a return

for a reshipment of a new part. The customer chose to return the part

for a reshipment. Our policy is to reship the new part using the

originally-chosen shipping method as soon as the old part is in

transit back to our warehouse.

As an online company, it is standard

practice to email return instructions and labels to our customers.

This way, customers have all necessary documents accessible within

moments of their return being set up, which allows for a faster

reshipment process. If a customer does not have a printer and is

unwilling or unable to access a public library or other location with

a printer, then we accommodate by printing the documents and sending

them to the customer via the USPS. When this customer informed us she

did not have have a printer, we offered to send the return

instructions and prepaid label via the USPS from our office in WI to

the customer in NY.

The return instructions and prepaid

label reached the customer no later than April 7th, which

is the date the customer returned the product via FedEx tracking

#[redacted]. The documents thus reached the customer within 5

business days, which is a standard delivery time for the USPS from WI

to NY. As promised, we shipped the customer her replacement part the

following business day, April 8th, under USPS tracking

#[redacted]. According to this tracking number, the new

part was delivered on April 11th.

The customer originally paid $3.36 in

shipping costs for USPS First Class Mail. This was the least

expensive shipping method we offered and is not considered an express

shipment option. Any express shipment method offered at checkout

contains the word “Express.” All shipping options RockAuto offers

and their delivery times are listed on our FAQ page

(http://www.rockauto.com/lang/en/answers.html#SHIPCHOICE), where we

state that First Class Mail takes “2-7 business days from the time

of shipment.” The express shipment method the customer requested we

use to reship her product cost over 8 times what the customer

originally paid, at $30.04. We were thus unable to make an exception

to our standard reshipment policy and offer this express reshipment.

Had the customer chosen an express method originally, this would have

been the method we would have used for her reshipment.

The customer has requested that we

refund her original shipping charges. Due to the inconvenience the

customer experienced after receiving a defective part, we agree to

make an exception to our usual policy and refund the customer in the

amount of $3.36, which represents the amount she paid for USPS First

Class shipping on her order. This refund will be issued to her

original payment method within 5 business days, and we will email her

when she has been refunded.

Purchased a Brake kit for my 2010 Toyota Tundra and with less then 2000 miles on the rotors the front rotors warped. When I asked how to put a warranty claim in they told me that warped rotors are not covered by the mfg. They also indicated that it was my driving that caused the rotors to warp when I had over 70,000 miles on my original set. They claimed that they are only the reseller and not the mfg. So instead of going to bat for the customer the left me hanging. I spent 5 minutes calling the mfg and found out the brakes are covered under a 60 day warranty not to warp, send them the original invoice from Rockauto and they would send out new ones. Wouldn't have been nice for their customer service to take 5 minutes out of their hectic day to back their customer???

As a recently dissatisfied customer I would like to take a moment to voice my opinion here. I purchased an oil pan gasket for a 1998 Saab 900 2.3 non-turbo from RockAuto based on the part match in their drop down list. I then brought this part to my mechanic. He discovered this was the wrong part for my vehicle and had to source one for me locally. My mechanic explained that my 1998 saab 900 non turbo receives the same gasket as the 1998 saab 900 turbo version. I called RockAuto and gave them this feedback. I requested that they update their drop down menu for future customers to have the option to choose between these two different gaskets and provide me a full refund.
RockAuto refunded my product cost which was approximately $15. But will not refund me the shipping cost which was approximately another $15. Having been a proud customer for nearly a decade I am extremely disappointed in this treatment! RockAuto foolishly threw away the opportunity to improve a negative situation by rectifying an internal error and making me a more loyal customer by refunding me the full amount for my troubles. Buyer beware!

Muy buena alternativa...

I have ordered from Rock Auto around five different times. Amazing customer service and prices! I had ordered a wrong part once (my fault) and they returned my money very quickly once they received the part. I highly encourage anyone to use this company. Their prices on the items I ordered were about half the price of local chain stores.

Parts are same as local auto part stores at a much lower price. Delivery has been faster than stated when ordered. Have order from Rockauto several times and have been happy with all items.

I have ordered multiple times from RockAuto and they have always done very well at filling my order properly and sending the parts quickly. I ordered from another company and only received partial order - ended up cancelling the remaining part after a few weeks of waiting. I ordered the parts from RockAuto and received them in 3 days. I regret trying to save what amounted to only a few dollars, by trying another company! I will stick with RockAuto!

Honestly have not gotten a bad part from them yet. Ive had to deal with warranty work from my local part stores but not hear. I dont know if they have better quality control or something but I cant stop ordering my parts throught rock auto!

I ordered parts on Sept.3rd, only an inside&outside door handles. One of the parts will be shipped on Sept 14th and I have no idea when the other door handle will be shipped. This seems like an excessive amount of time, not happy.

The best online parts store I have ever used. Easy to find your parts, great descriptions of parts, they have had every part I've looked for, easy to place order and returns are not a problem. I would recommend them to anyone.