RockAuto

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.

Review: I purchased a distributor in two parts. The upper cap and rotor and the lower distributor. Installed both components in vehicle and the parts did not work. I needed the car back in service and could not wait for shipping time from Rockauto. I purchased the complete distributor from a local vendor instead. I installed in the vehicle and it worked fine. I called Rockauto for return instructions and was told to return lower distributor for full refund and they asked if I installed the upper cap and rotor. I honestly replied that I had installed the parts. How else would I have known they were defective? Their reply was that the upper cap and rotor are non refundable because they had been installed. I tried to return the parts together in hopes of reasoning with customer service and hopefully even getting store credit for future purchases. I had been a loyal customer for years and was hoping to continue buying parts for other cars. Rockauto has offered NO help or willingness to come to any type of compromise. I am just supposed to eat a $ 215.00 defective part because they will not deter from "THEIR" company policy.Desired Settlement: I would be willing to put this incident behind if they would stand by their products and just give store credit for future parts. I understand electrical parts can be a problem but they can deal with defective parts from their supplier. It would mean a lot if Rockauto would just attempt to keep their customers happy and coming back for more business.

Business

Response:

To clarify, the

distributor the customer purchased was diagnosed as defective, so we

offered a return for either a reshipment or a refund. The customer

chose to be refunded, so we refunded the customer in full for the

defective part. The customer separately purchased a distributor cap

and rotor, which were also installed but not defective. We understand

the customer was unable to wait a few days for a reshipment of the

defective distrubutor. Had he allowed us to reship instead of refund

he could have reused the cap and rotor. However, the customer

purchased a new complete distributor, cap, and rotor elsewhere when

only the distributor was defective. The customer has now requested to

return his unwanted cap and rotor he purchased from RockAuto. As our

Return

Policy states the customer can not return installed parts for a

refund simply because they are not needed. The customer's distributor

cap and rotor, which he returned despite being told not to, have been

sent back to the customer at his expense.

Consumer

Response:

To clarify, I pre-purchased parts to perform a tune up that included the distributor cap and rotor kit. When performing the tune up and removing the original distributor from the car I discovered the lower end of the distributor also needed to be replaced, since I already purchased the cap and rotor I ordered just the lower end of the dist. from rockauto not the complete unit. When it arrived ( a week later-it ships from an outside warehouse and I was aware of that )I installed it as a complete distributor and it failed. I could not wait another week and purchased a complete unit from a local vendor. In contacting rockauto they did agree to refund for the lower section of the distributor but since I installed the upper cap and rotor it was not refundable??? This is not a normal dist. it is called an optispark and it goes in the car as one unit. How was I to know it was defective if it wasn't installed??? Their refusal to reimburse or give credit for a part already installed is Rockauto POLICY according to their reps. I did include the cap and rotor when returning the lower section of the distributor in hopes of reasoning with someone in customer service, but the only response was rockauto policies not customer service. After being a return customer I thought we could come to some kind of agreement. The only choice I was given was to have the warehouse dispose if it or pay for return shipment. So I paid the shipping charges again to have a $250 defective part returned to me that I am supposed to sell to someone else. I guess I am supposed to ignore moral values as they do. I also see the rockauto policies are not satisfied customers but to sell parts period.

Review: I have purchased two brake kits from Rockauto. One brake kit is perfectly fine. but for the other brake kit, which was noticeable opened and used. I have send it back and got a second pair of pads from them. Again! opened and used!! I have sent the customer rep. the pictures for the pad again. But different customer rep( her name is [redacted], claimed she is the manager and refused to admit that the pads was being used. and told me that the manufacture claimed the pads are usable. If I have want to return the kits, I have to pay for the shipping out of my own money. (about 50 usd shipping fee ). Why I have to pay full price for a used product? Also it is a safety issue when the pad was not brake-in properly(used). I have been a customer for Rockauto for a while. everything went smooth except they starting sending out used pads.

They failed as a business with trust.

First, selling a used pads as a new product?

Second, refuse help customer when they even notices their product was used.

Third, lying about on their policy which saying they will cover the shipping if it is their mistake.

I will never take any chance to shop from them again.Desired Settlement: Correct their way to treat customer. investigate, have better manager who will look into the fact and have better customer relationship skill.

Pay me back the shipping fee/ refund my money, which they claim on their policy.

Business

Response:

The

brake pads the customer received are brand new products that shipped

to him directly from the manufacturer. He can return them, but he

will be responsible for shipping costs since we shipped the new pads

the customer ordered.

We

paid for a return and reshipment for the first set he ordered as a

courtesy, but the pads and rotors the customer returned were

inspected by the manufacturer and confirmed to be new products.

Photos of the second set of pads were also shared with the

manufacturer, who again confirmed that they are new products.

We're

not sure why the customer thinks the pads were used but if the customer

is referring to the scorching on the pads, the scorching is a result

of the manufacturing process Powerstop (the manufacturer) uses to

enhance the pre-burnish on the pads. It effectively burns or cures

the first ½mm of friction material to aid with brake pad break-in.

It is a value added process that they do on all their pads. It makes

the friction surface appear grey/black instead of beige.

Consumer

Response:

Review: I order brake calipers for my car and one caliper does not even fit. But the part number and everything is correct it seems they are packaging there products wrong or something. This is not my fault on any part but they want to charge me for their mistake.making me pay for return shipping I would understand if I order the wrong thing but that is not what happen they messed up.Desired Settlement: I would like to not have to pay for anything because it's not my fault.

Business

Response:

Mr.

[redacted] ordered brake calipers for a 1991 BMW 325i. In our catalog, we

offer two types of front calipers for this car, based on the different

original suppliers that BMW used on that model - ATE and Girling. He

bought calipers meant to replace Girling calipers, but when he spoke to

our representative he told us that his originals were made by ATE. We

are accepting a return of the part that turned out to be wrong for the

vehicle, and will refund him the cost of the part once we receive the

return.

Review: RockAuto sent me a part that mechanically fit (as in the bolt holes line up), but had the improper electrical connector for a later model vehicle (2007+) while mine is a 2004. I asked for evidence to show that the part they sent me ever fit a 2004 (a parts list, diagram, anything). They said they don't know the details of the situation, but are certain I'm wrong and it's my fault for trusting that the part was compatible. RockAuto never sent me any evidence, and just cited "our information says otherwise" on the phone. It seems that the parts manufacturer claims it to be compatible, as in the part can be bolted on and fits, but the electrical connector has changed. I would modify the connector myself (as I've seen tutorials do in order to retrofit later model parts), but that voids the warranty. Some of RockAuto's competitors show the part as being compatible for vehicles 2004-2009 indicating to me that the supplier (GPD) has provided the wrong information. I haven't seen other suppliers claim compatibility 2004-2009 wiht this specific connector. Mazda shows that a specific a/c compressor fits a 2004-06 and both models being installed on 2007+.

After researching this topic thoroughly, I am fairly certain RockAuto is wrong, and I am absolutely certain that they are very rude, especially Andrew in customer service. They give a canned response instead of being helpful to get out of being a helpful business.

This wouldn't have been an issue if they had taken the time to even try to understand where they could be mistaken, instead customer service flatly says "yeah, we're not helping you."

Not an A+ "Better Business".Desired Settlement: Either send me the parts list that shows the part you sent me was ever installed on a 2004 Mazda 3 or pay for the return shipping. Either way, I will be happy. I could be wrong, but I don't think that I am.

Business

Response:

While we can not account for and are not responsible for the accuracy of competitors' data,

the information on our website is correct for this part listing. Our

part listing for the compressor the customer ordered specifies that

it is for [redacted] compressors (as opposed to H12A1AH4DX

compressors), but the customer indicated needed an H12A1AH4DX

compressor replacement. As we remind customers on our Help

page, it is important to read listings carefully to ensure they

match the application. In this case, the customer ordered incorrectly

for his vehicle. We provided the relevant details the customer needed

to order correctly, but he failed to match the details in the listing

to his application. As our Policies

page explains, shipping charges are not refundable unless the

return is due to our mistake. The customer can return the part for a

refund of the part cost; no shipping charges will be refunded. We do

offer the type of compressor he needs (H12A1AH4DX) also listed under

his vehicle online, so if he'd like he can place a new order for the

correct compressor for his vehicle.

Consumer

Response:

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:

Review: I purchased premium auto parts, and RockAuto sent cheap quality knock-off parts in the premium box. I shopped for parts with the pictures on the website, and the parts I received did not match what was pictured on the website. The company gouges on shipping costs. They promised to send a return label for three parts for a full refund, and instead sent a label for a single part, and then refunded the cost of the other two parts minus what I was gouged on shipping. The customer service person was extremely rude when I called to inquire, and stated they may sell parts that are lower quality than what is pictured.Desired Settlement: I would like to return the parts which are falsely advertised for a full refund.

Business

Response:

Mr. [redacted] ordered 10 parts, a mixture of “premium auto parts” and discounted “wholesaler closeout/private label package” parts (see attached order). We shipped the parts he ordered, none of which were “falsely advertised”. The parts shipped from 3 locations, so the combined shipping cost was $23.79, as shown when he placed the order. He received the parts he ordered, but it’s unclear why a few of the parts won’t work for this vehicle despite the manufacturer specifying they should. We refunded for two parts ($3.57 and $1.18) without requiring a return, and we provided a pre-paid return label to return the third item. Mr. [redacted] told us he accepted this solution. He has not returned the third item. Once that item is returned, he will receive a refund ($20.79) for that as well.

Consumer

Response:

Review: On Sunday, April 24th at 5:01PM my husband placed an order. It was supposed to arrive in two shipments on Wednesday, April 27th. We did receive one package which was delivered Fedex. However, the other package was not delivered. We tracked the package on Thursday, April 28th in the morning, and it was returned to the departing Post Office in Marietta, OH. I called the customer service department for Rock Auto, and got absolutely no help from the lady that I spoke with. She told me that she would not refund the shipping, because they do not "guarantee" shipping. However, the paper that I have said that the item would arrive on the 27th. I had to find the post office information and contact them myself to find out where the package even was and why it was returned to the originating post office. I contacted Marietta post office and was helped by a worker there, who contacted the delivery driver who had the package to be returned to Rock Auto. He stopped the return, and called me back, package in hand. There was a return label on the package, which is why it rerouted to be returned. He corrected the address and sent it out again. It SHOULD be here tomorrow (Friday) or Saturday. I contacted Rock Auto a second time to tell them what had happened, only to be told to send a picture when I received the package. They refuse to credit my card the shipping cost on my order, because they do not feel they were in the wrong, even though they placed a return label on the box.Desired Settlement: I would like my shipping charge refunded for not receiving my package when I was told, and for having to do the additional research to figure out what the problem was, which is something customer service should have been doing., on top of their mistake of mislabeling the package.

Business

Response:

We apologize for the frustration this order. Mrs. [redacted] notified us on Thursday morning, 4/28/16, that there was a problem with the shipping. USPS confirmed that afternoon that the warehouse affixed the packing list displaying the return address instead of Mrs. [redacted]’s address. Though the shipping label was addressed correctly, the packing list confused their machines. The issue was fixed and the package sent on to the correct location. Mr. [redacted] spoke to a manager at RockAuto that evening, and we issued a refund of $5.99 for the shipping the next morning, 4/29/16. USPS successfully delivered the package on Saturday, 4/30/16.

Review: After consulting with rockauto advisor we ordered truck parts which happen to be wrong. Now they are claiming that it is our responsibility the parts are wrong and they will not pay for shipping nor return of parts.Desired Settlement: Full refund and rock auto to authorize a pickup of the parts that were wrongly suggested by their advisor!

Business

Response:

RockAuto staff are not mechanics nor technicians. We cannot and will not recommend parts to customers. This customer ordered fuel lines listed for the front, but emailed us that he needed rear fuel lines. 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. We provided Mr. [redacted] with return instructions and a refund will be issued once the parts are returned to us

and the dispute with his credit card company

dropped.

Consumer

Response:

They shipped the part I ordered fast. Took only 3 days and the crankshaft is beautiful. They said it's remanufactured but it looks brand new. I recommend everyone only buy from rock auto.

Best prices, excellent customer service, and items are good quality. I am a repeat buyer and always feel confident in the products I order

I received my order in 3 and a half days. Very prompt service, and the part works GREAT.

VERY EFFICIENT WEBSITE FOR SOMEONE UNFAMILAR WITH AUTO PARTS.

Great company. I have bought from them before. Fantastic prices,customer service, excellent product service and helpful people.
I bought a OEM "COMPLETE" carpet kit for my 4Runner. It was high quality,however they need to put on the product ad a special note that it needs a lot of trimming,re-molding and a quart of contact cement to install. I finally took it to a auto upholstery/trim shop and had them instal it. They just laughed and said this isn't the first aftermarket one they did for someone.LOL Two of us worked on it for 8 hours and gave up. The good news is that it is a quality carpet,exact match for original and a great price. If you are thinking of doing it yourself forget it.

It's all good

doing a good job

Very good experience 5 stars.... accept returns and willing to make sure you are please with purchase...

Great business. Never a problem with parts or shipping

Rock Auto, without a doubt, is the best place to do business with! Every part I've ordered came with no damage, very fast delivery time, and was always the right part I selected. Their online parts inventory list is second to none....it's so easy and convenient to use......and a very wide selection of parts for so many cars. I've never had a problem with them and have always been so satisfied with the quality of the parts. I will be a life long customer of Rock Auto. They are, bar none, the BEST!

EXCELLENT! Always have the best selection & pricing. Orders are always accurate and shipped quickly.