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RockAuto Reviews (2328)

I ordered what was clearly labeled a "keyless entry remote" and what was shipped was just a case for a remote. The customer service rep over the phone said I should have scrolled through the five pictures (that were thumbnails on their website) to the last one to see the case fully opened and empty.
Why not just label it keyless entry remote "case". or "case only"? Very argumentative over the phone and disappointing service on just trying to return it.
Cases arrived in a box with tons of padding, but the remotes were not wrapped in it but between the padding and the exterior box. Why bother with the large box and padding then?
I have bought from Rock Auto before but never again....

This company is very efficient in filling all my orders. I have recommended them to all my friends and I will continue ordering from them

Excellent experience

To date they have been quick and accurate. The one time a part was incorrectly boxed, they sent a replacement without question.
And I'm in Canada...

This makes the 4th time I've used this business and I've never had an issue..Have told many friends about this and hope they are using it..I know my friends at Central Texas Speedway are!

Still low prices and 5 star customer service for a various selection of parts. Plus shipping for me was fast as a hub was right next door in Texas.

Review: Today, I ordered two ignition coils for a 2002 Saturn VUE 3.0 after confirming, both online and by phone rep, the items were in stock. Later today, after arranging for mechanical help to install the items this Friday, I received an e-mail from RockAuto stating one of the coils was N/A (from a very large aftermarket company – [redacted] – which shows the item readily in stock) and I could choose one of the others for added cost (all others were inferior quality and superior price) – a typical bait and switch move. I called and was told the same, without resolution and with immediate order cancellation by the support rep. Additionally, their customer support personnel, including their supervision, were totally unsympathetic, rude and terse.Desired Settlement: My request is for the two ordered parts to be at the delivery location NLT 0800hrs, EDT Friday, 30 August 2013 at no extra delivery charge, with an additional 5% reduction for the hassle caused from this issue (for a total of 10%, as I used a discount code for 5% off during the original purchase). Also, the company support personnel need to re-evaluate their customer service skills to better serve their customers.

Business

Response:

We are very sorry our warehouse did not

have the two [redacted] ignition coils this customer ordered in stock. We

do not engage in bait and switch moves; we simply inform our

customers when the products they have ordered are out-of-stock. When

parts are unavailable, we offer alternatives that fit the same

vehicle for which the customer ordered. We are uncertain how our

out-of-stock issue can be construed reasonably as a bait-and-switch

practice, because we did not provide this customer with a product,

nor did we charge the MasterCard he used to place the order. We are

unable to ship products to customers that our warehouses do not have

in stock. Again, we sincerely apologize for the inconvenience these

out-of-stock ignition coils have caused.

Consumer

Response:

So glad a friend told me about Rock Auto! After many purchases from them I've never been disappointed with the quality of product, quick and easy customer service and follow-up. Highly recommend Rock Auto.

Just placed an order with RockAuto and got it in 2 days. I didn't order any special shipping, just figured it'd be about a week, turned around, and there it is at my door. I've been buying from them since 2009 and had consistenly top-notch response time and great pricing. I won't go anywhere else.

RockAuto had the part I needed, at a cheaper price than in the UK. I would order any parts I needed in future from RockAuto.

I placed online orders and when I had questions their staff was very friendly & helpful

Website is easy to use. Easy to find parts needed. Was not able to use the Shipping application to lessen the cost of shipping, I was using Firefox web browser on a Mac. I did see the little video on how to utilize the app, but was unable to find the link in the upper right window as mentioned on the video clip?

The right parts the first time. Thank you.

I first ordered from Rockauto in 2008 and was very satisfied with the price they gave me. I have since gone to them any time I need a part and have a few days to wait. Their service has always been prompt and professional. I have only had to return one item, but it was refunded minus some charges, I think related to shipping. They seemed fair since they'd sent me the part that I had ordered, but I had misdiagnosed the problem, thus didn't need the part.

Review: I placed an order for a part on Wed and before finalizing, I noticed that standard shipping would have my part delivered on Monday the 16th of Feb. I changed my shipping preference to 2 day priority shipping with an additional $56.00+ charge with a delivery date of Friday 2/13. After processing my payment, my delivery date has changed back to the 16th, but I was still charged the priority shipping fee.

I contacted customer service on Thursday and spoke with 2 customer service reps(the first being extremely rude) and another who identified themselves as a supervisor. Each in turn proceeded to tell me that from a Wed order a Monday delivery was 2 business days, and that UPS did not deliver on Saturday. Interestingly enough, I receive several shipments a year on Saturdays from UPS.

If at the time of purchase I had been notified that 2 day priority shipping would have in actuality been 4 day regular shipping I would have gladly paid for one day shipping, however, this was not disclosed at the time of purchase. Indeed it was stated that two day shipping would have been delivered on Friday (which would be 2 days) and then changed after processing to regular type shipping delivery date. At no point during my conversations with customer service was I offered any type of resolution to my issue. I was made to feel ,as a return customer, that my issue was of no concern to them at all and that I would just have to deal with it if I chose to do business with this company. I could have taken my business to a local parts supplier and received my parts for approximately the same price (once expedited shipping was included) but I would not have received them in a time frame I needed. I chose to patronize this business because of the offer of expedited shipping and was thoroughly misled.,Desired Settlement: I would like a full refund of the additional shipping charges to be refunded to me immediately.

Business

Response:

Our final checkout page asks customers

to allow one business day for our warehouses to process orders. This

customer placed his order Wednesday evening and selected FedEx 2

Business Day Express as his shipping method. At this time, our

website showed him that the expected delivery date (shown as “You

should receive by” on our site) was Monday since Saturdays are not

considered business days for standard FedEx Express shipments and we

planned to ship the order Thursday. We showed this same expected

delivery date on the final checkout page before he placed his order.

The two parts he ordered shipped from

two locations. We were able to ship one part early on Wednesday

evening and one item Thursday morning as planned. The part shipped

Wednesday reached the customer a day early on Friday. The part

shipped Thursday was scheduled to be delivered 2 business days from

the day of shipment on Monday as we communicated to the customer.

Due to a declared Ice Storm Warning in

eastern Tennessee, FedEx has been unable to deliver the second

package. We're sorry this customer's

order is delayed. As our

Polices page explains, shipping

charges are not refundable unless the return is due to our mistake.

FedEx does not issue

refunds for delays caused by local or national weather conditions

(“acts of God”), so shipments delayed due to the storm aren't

eligible for a refund or credit under their money-back guarantee

policy. We shipped the customer's order on time and the delay is out

of RockAuto's or FedEx's control, so no refund will be issued. FedEx

is working hard to get shipments delivered as quickly as possible as

weather conditions allow.

I am very happy with my experience(s) doing business with RockAuto.com

Always a pleasure using Rock Auto LLC. Easy to navigate site and reasonable prices. Good stock on hand.

Review: Order a carburetor for a customer's car at the end of December. After installing it I found it was flooding itself with fuel . I had Rock Auto, LLC warranty the part. The second carburetor had a frozen choke assembly. They told they would not warranty that one because I was past the limit for returns. But I was still 2 weeks from the deadline. I had to email them a picture of my receipt that proved I was still in the time frame. The third carburetor they sent me has screws that are sticking out by a 1/8-1/4". They told me that I am past my deadline & there is nothing they can do for me. They also said Just tighten the screws & everything should be fine. I don't trust this carburetor & I should not have to secure a part I spent almost $275 for. I also paid about $30 on shipping every time I sent a part back. I just wanted a good part, now I just want my money back in my account. Also my customer has been waiting 3 months for their car & that makes my company look bad. Thank you, [redacted]Desired Settlement: I just would like the money back in my account & to never deal with this company again.

Business

Response:

We are sorry that Mr. [redacted] had trouble with the carburetor he purchased in December 2015. We shipped a replacement part in February as requested. Mr. [redacted] contacted us again in April saying the second unit had also failed. Autoline made an exception to their 90-day warranty to replace the unit a 3rd time. We understand Mr. [redacted]’s concern about loose screws on the new unit, but the manufacturer, after reviewing the photos Mr. [redacted] provided, has stated this is not a warranty condition and the part will be fine once those screws are tightened. Our Warranties page explains that, like other retailers of branded products, RockAuto honors 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 (http://www.rockauto.com/docs/warranty.php).

Consumer

Response:

Never mind the refund. I have too much work to take care of to fight this. I know this company was hoping for this, so they win. It seems Rock Auto is going to keep fighting & standing up for their horrible service. The only reason I did not get the carburetors returned by their deadline was they kept sending me bad carburetors (3 of them) & the shipping time back & forth(which took a week each way, 6 weeks by it's self) & waiting for them to respond to my e-mails & phone calls. Their deadline is also from the first purchase date regardless of how many faulty carburetors they sent me & the time for setting them up on the car only to realize I received another bad carburetor & the bad customer service & shipping times back forth & money spent (about $90.00)on shipping back & forth 3 times. I hope they don't scam some one they way they scammed me.

Review: I Ordered A Part From Rock Auto And It Would Not Fit On My Truck (2000 GMC Sierra 1500 5.3L) So I Sent The Part Back For A Full Refund And They Charged Me Shipping ($5.52). A Full Refund Would Be For The Full Amount Of $22.31 USD. I Received $16.77.Desired Settlement: FULL REFUND Amount Of $5.52

Business

Response:

While catalog

errors are rare, they do occasionally occur. We apologize we didn't

catch this sooner, but considering we seem to have a catalog error

for this listing which resulted in the part not working for this

customer, the customer has been refunded in full (including all

shipping) to his original payment method for this return.

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,

Terrible excuse for customer service. They actively choose to not answer/not respond to emails while I experience a large issue with my order and when I called them I spoke to a "manager" named [redacted]no last name or employee number) about this who was the most rude and condescending "manager" that you probably wouldn't even have the chance of running into at a fast food joint. He tells me there is no complaint section so I cannot even file a complaint, he lambasted me that I am asking the same question multiple times yet failed to realize that is because I am not receiving any answer to it. He admitted it was his decision to actively ignore my email and upon asking several times to speak with someone higher up and Lodge a formal complaint, like any company out there has the means to do, he told me that I have no need to speak with anyone higher up and they will not answer my question and they actually hung up the phone on me. One of the largest auto parts online speak to customers like they are crap and deny information and ignore pretty much over $20. That shows you rock auto is all about "next please! How will you like to pay for that?"

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Description: Auto Parts & Supplies - New, Mail Order & Catalog Shopping, Automotive Parts and Accessories Stores (NAICS: 441310)

Address: Madison, Texas, United States, 53719-1012

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