RockAuto

Very impressed with the price,service,and how easy it is to navigate
their website

Muy buena alternativa...

I've bought products from Rock Auto on a number of occasions now, and have never had any problems with parts that I have ordered.

The price and selection are amazing. The website is good for finding what you need, up until you need a picture of what it is you're ordering or a description. The site needs better, bigger pictures, MUCH better descriptions of what is being offered, and better organization of listed parts. There's no way I'm buying anything without a description or a picture. I don't have time to waste returning a part and I sure don't have extra money to throw in on a part that may or may not be what I need. Also, the fact that you have to pay multiple shipping charges for parts that ship from different warehouses is absolutely ridiculous. That whole "minimize cost for me" checkbox just ain't cutting it. Half the time my order is in different locations regardless, so I'm screwed paying double shipping fees either way. I'm also angry about my most recent order not being shipped out for 4 whole days after I bought it on a Saturday. In the time it sat in the warehouse waiting to be picked up by the worthless US postal service, I could've bought twice on Amazon and had both orders delivered. Had I known it would've taken that long just to get it off the loading dock, I would've definitely done that instead, since my car's been in the driveway, UNUSABLE all that time.

Don't loose a piece. Because if you dio they can't help you. you have to buy the entire thing again Poor customer service. They do ship it fast.

Very happy with product and price, would recommend to friends and family.

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!

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.

Order an exhaust part for a customer vehicle. The listing apparently says it will only fit aftermarket exhaust systems. The listing is worded very badly and very misleading. I had to next day the part so I could get my customer's truck back to them and paid $40 for the shipping service. Well I got the part and it obviously didn't fit. When I went to return their policy is no refund on shipping, understandable if it were my error in ordering. But this is a site error with the listing that shouldn't even be listed for the vehicle. I got no refund on shipping and had to spend an extra $10 to have it shipped back. I will never do business again with this company if they are not willing to work with their customers. So I am out $50 and have an unhappy customer. Thanks for nothing Rock Auto.

They would not let me return the part even though they sent me the wrong one. They emailed me a return slip but yet said I couldn't return it. Is!!

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.

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???

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

Dishonesty to their customers!! The company offers a 5% discount when you enter a code. BUT there is no where to enter the code on check out!! After texting back and forth, I was told the code is entered where it states "how did you hear about us". REALLY!! I never did receive the discount because my ordered had shipped. REALLY!!! ONE can't credit my card the 5 %.... NOPE.. REDICULOUS. .. A dishonest company Noone should do business with!!

I ordered a set of brake pads from Rock Auto and when I received the part, I opened the box, pulled the brakes out of the box and it was wrapped in plastic and had 4 pads in it. I thought everything was good so I hired my mechanic to do the job. After he had already taken the wheels and old pads off, we unwrapped the plastic from the pads only to find out that one of the clips was missing on one of the pads. I contacted Rock Auto online and set up to have a new part sent to me. They sent me a return shipping label and wanted the part dropped off to FedEx and they would ship me a return part as soon as the tracking for the part I was returning showed that it was on it's way back to them. I dropped the package off to Fedex at 2:41 Pm on 6/9/16 and it was delivered to the Rock Auto Warehouse on 6/10/16 @8:58 AM and I have the name of the person who signed for it. I then called customer service and spoke with Eric (not quite sure of the last name, [redacted] is the name I got when I called back and did a dial directory). Eric was VERY RUDE!! From the get go I explained my situation and asked why it was that they had already received my package through fedex (in less than 24 hours) but my replacements had not been shipped yet and per the email I received from them, my part would ship as soon as the tracking showed up that I had sent the other part back. They received their part back quick but yet I still have to wait for them to ship my part DHL (which takes a lot longer than fedex, plus I only live 45 mins away from the warehouse it ships from). I was informed that because DHL was the method I chose to begin with, that is the method they chose to send it back. It makes no sense to me why they can ship a defective part quickly back to themselves but cannot send the part to meany quicker. I repeatedly told them through email I had my vehicle on jacks at the mechanic because I did not want to pay for brakes to be put on twice so PLEASE get me the parts as soon as possible. I asked Eric why I was being treated like this was my fault and he said no was treating me like it was my fault and I then began again telling him it made no sense why they would send themselves a part in a quicker manner then you would to send me my replacement and while I was talking he kept interrupting me and saying "let me talk". He was VERY RUDE. I asked for a supervisor many times and he refused. After a minute or so of his tone and rudeness, I got rude back and he said he didn't have to listen to this so again, I asked for a supervisor and he again said no. After it sort of became a yelling match on the phone and after numerous request to speak to a supervisor and being denied, I flipped out and told Eric to "Put me on the line with your supervisor [redacted]" and he hung up. I was getting no where any way and after getting online and reading so many google reviews from people who have dealt with the customer service and who have had the same problem, I realize that calling back would have gotten me no where so I came to write reviews myself. I really wished they would record the customer service calls for Rock Auto like they do for many other businesses so they higher ups (if there are any) could hear just how their reps talk to people. If I ever have to contact customer service again over this order (because now there will never be another order thanks to CS), I will most definately record the conversation myself. I have used Rock Auto for many parts until now and the customer service they give is what will keep me from going back in the future. A company that allows their employees to treat customers this way does not deserve business. I will tell everyone that I have recommended this company to how they really are and recommend they shop somewhere else that actually values their customers. Time to give [redacted] a try.

Review: Placed an order. Paid for next day delivery. Part of order was delayed. Called and asked for refund of express delivery for the portion of order delayed.Desired Settlement: I want the express shipping charges refunded. The order was supposed to be delivered next day air. It took 2 days. It caused a delay in completing the work on my vehicle on time.

Business

Response:

We're sorry that two parts arrived late. This customer ordered four

parts on Sunday. Two parts shipped Monday and arrived on time on

Tuesday, but the remaining two parts from another location arrived

one business day late on Wednesday. We thought this was due to an

uncontrollable weather delay, but after further investigation found

that it was a shipment delay at the warehouse. Since the customer

paid for next business day express shipping but received 2 business

day express shipping for part of the order, he has been refunded for

the difference between the service he chose and the service he

received on these two late items.

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.

Review: I purchased auto parts for Cadillac XLS 2014. However, parts that I received were not the right one for that car. I used exactly the same boxes that parts were delivered to me and sent them back with the request for refund. A few days later seller responded that parts were not in their original boxes and that they will not issue any refund for them.

I reached out to seller via email multiple times with no success. Every time I was receiving exactly the same answer - that the parts are not in their original boxes. Over the phone customer service representative confirmed that he will not issue any refund, however agreed that the box that parts were received got the shipping label from the original shipment.

Order # [redacted]Desired Settlement: I am asking for a refund of $303.02 for my purchase

Business

Response:

Ms. [redacted] decided to return these shock absorbers as unwanted parts. She elected to purchase an optional return label from our Order Status & Returns page, and approved a cost of $9.01 to be deducted from her refund for the return shipping. 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. Ms. [redacted] has been refunded $282.57 (Credit itemization: Part: $145.79 + Part: $145.79 - Return Shipping Deduction: $9.01) for the cost of her returned parts, but no shipping refund is due because the return was not due to our mistake.

Business

Response:

Two separate refunds were issued: - the first on October 27, 2015 for $136.78 (Credit itemization: Part: $145.79 – Return Shipping Deduction: $9.01), and- the second on November 3, 2015 for $145.79 (Credit itemization: Part: $145.79). The total of refunds issued is $282.57 (Credit itemization: Part: $145.79 + Part: $145.79 - Return Shipping Deduction: $9.01). Ms. [redacted] will need to speak to her credit issuer or banking institution regarding these refunds if she does not seem them reflected on her October and November statements. Her bank can track these refunds using the credit card processor’s reference numbers, provided below.- $136.78 - [redacted] - $145.79 - [redacted].As stated previously, Ms. [redacted] decided to return these shock absorbers as unwanted parts. She elected to purchase an optional return label from our Order Status & Returns (http://www.rockauto.com/orderstatus) page, and approved a cost of $9.01 to be deducted from her refund for the return shipping. As our Help page explains (http://www.rockauto.com/lang/en/answersTab4.html#Returns), 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. Ms. [redacted] has been refunded $282.57 (Credit itemization: Part: $145.79 + Part: $145.79 - Return Shipping Deduction: $9.01) for the cost of her returned parts, but no shipping refund is due because the return was not due to our mistake.

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,

Review: I have been a regular customer at rockauto.com. I recently bought several items from them, I bought an anchor transmission mount for a 99 Mitsubishi mirage 1.5 automatic transmission part number 8879 but they sent me a transmission mount that didn't fit part number a6643. I paid 30.79 plus shipping 15.10 I returned the part and had to pay for the return, 12 dollars...I sent the item back wrapped in the original nylon film it came and in the the same shipping box, the mechanic must have thrown away the original box and now they don't want to give me a refund because they say they can't resell the part without the box. the item was not even used and as I stated above was in the original film...they say they won't give me credit for that ..and that if I want the part I have to pay shipping and handling again...its not fair to customers to pay for the mistakes of the company..I would like the get a refund.. that's all I want..I don't want to do business with a company that does not show consideration for their customers..Desired Settlement: I would not like to lose that money because I work very hard to provide for my family...It is not a huge amount but it's my money and I want it back...thanks in advance

Business

Response:

We

are sorry this customer received a motor mount that would not work for his vehicle. It is unclear whether the part was mis-boxed, the incorrect part was ordered or he was attempting to install the part on a modified vehicle. Unfortunately, we are unable to refund this customer. According to our

records and to the representatives who spoke with him, he never informed us that the part box or shipping box was absent. 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 or his mechanic still has the

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

encourage him to contact us at [redacted], 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.

Review: I purchased 8 sparkplugs, 8 ignition coils (aftermarket part, standard motor products), and 8 plug seals to do a tune up. [redacted] performed the tuneup. Day later, cylinder 1 misfired. [redacted] Tire diagnosed the coil defective (they tested the defective coil on other cylinders, and it failed) Cylinder 1 spark plug was damaged as a result and needed replacement as well. $300+ to correct the issue (they replaced it with an OEM coil that was $200, all is well). Rockauto said I could return the defective coil. 1 week later, Cylinder 7 misfired, took it to [redacted] automotive to diagnose. I spent extra money to diagnose/test for other possible causes such as smoke tests and Air fuel ratio, etc testing/measuring. Basically checking anything else that could cause a spark plug to foul or cause a new ignition coil to fail. Diagnoses from [redacted] Automotive: Faulty Ignition coil only, spark plug is fouled. I can not afford to keep going back and forth one by one to replace faulty ignition coils as they arrise. Too much labor money involved. At this point, the smartest thing to do is to buy 7 more OEM coils (which I've already ordered) and have Cylinders 2-8 replaced. Rockauto will only allow me to return the 2 faulty coils. I can not wait/afford for the remaining 6 coils to falter. I do not want to keep the 6 coils as backups as I will never use them. I called Standard Motor Products who told me that I must resolve this through Rockauto. Given this gross situation, with 2 out of the 8 coils (25% failure), I feel I should be refunded for all 8 coils. 1 Failure I could accept, 2 is just wrong.Desired Settlement: Refund for the 8 coils + return shipping

Business

Response:

We are very sorry this customer

experienced trouble with several of the ignition coils he purchased.

The manufacturer will not accept returns of functional, installed

parts if they have not been determined by a certified mechanic to be

defective. After several emails back and forth with him and his

mechanics and contact with the manufacturer, we determined that 4 of

the 8 ignition coils were giving misfires. We have set up a return

for him to return 4 of the 8 coils for full refunds, including the

original, proportionate amount of shipping he paid for the coils and

free FedEx labels to return the parts. The customer indicated this

was an acceptable solution.

Consumer

Response:

Review: Placed an order for two groups of four spark plug tube seals.To avoid a problem I called customer service to clarify which item to order.Received today two each spark plug tube seals.I was shorted six spark plug tube seals.Customer service was argumentitive and refused to send the six spark plkug tube seals I am owed.Desired Settlement: Please deliver the six spark plug tube seals I am owed.

Business

Response:

We are sorry this customer was expecting six spark plugs and only received two.

There were two options in our catalog, one which indicated he could buy a

pack of 4 and one which indicated he could buy the spark plugs individually. The customer chose the individual option, in the quantity of 2. Each spark plug cost $4.19, so if he had ordered six, his order cost would have exceeded $25. Since he spoke to a customer service representative prior to placing his order, we gave him a good faith refund for the entire cost of his order, $10.28, without requiring him to return the two spark plugs. This refund was issued back to the Visa he used to place the order, on November 26, 2013. If he wishes to reorder the 4 other spark plugs he needs, he can do so online at RockAuto.com.

Business

Response:

We are glad this customer has received

all the spark plug tube seals he needs, at this point. His first

order, [redacted], was placed for two spark plug tube seals, as

indicated by the attached order confirmation.

We are sorry if there was confusion

over when his second order would ship. He placed his order on

Wednesday, November 27, as he indicated, at 6:10 p.m., the day before

Thanksgiving. No carriers picked up or delivered on Thanksgiving, and

our warehouse was closed both for Thanksgiving and the day after. We

listed a one business day delay for parts that were shipping from

this warehouse, to indicate the closure. If the appropriate delay was not listed, we

apologize sincerely for the inconvenience, but we ensured every

warehouse that would be closed for Black Friday had its corresponding

inventory marked with a one business day delay. The customer chose

First Class Mail as his shipping method, which has no guaranteed ship

time. However, the parts arrived Thursday, December 5, just three

business days after shipping. When RockAuto makes mistakes, we do

everything we can to fix them immediately, including admitting when

we've made errors. We thank this customer for his viewpoint and

opinion, and we hope he will change his mind about doing business

with us in the future.

Consumer

Response: