RockAuto

The auto parts/Radiator are very well priced but it seems extremely hard to place an order on line when shipping address comes back as not valid, several times, when in fact it is a good address and you have to use another address to place the order. Also I had an extremely hard time trying to get my method of payment to be accepted.

Rock auto send me the discount codes which is very confusing on how to use them you calling in to customer care and they act like they can't help you whatsoever. This has been the 4th time I had called in to customer care and I never got any help

Review: I bought a control module for a 1999 Jeep Grand Cherokee that was bad returned it to rockauto they say they do not have part in stock and gave me a store credit instead of a refund I need a refund to fix my buddys Jeep now not wait for rockauto to try to get a control module in they said I chose store credit instead of a refund that is ridiculous I would never choose a store credit instead of a refund when they do not have the part that I needDesired Settlement: I want my money that I paid them back in my bank account not a store credit I will never order another part from rockauto and I will make sure none of my family or friends do either

Business

Response:

Mr. [redacted] purchased an engine control module on January 20, 2015. He contacted us on July 28, 2015 regarding an issue with the part. Warranties offer only replacement of the defective part with another part, but since the part was out of stock, we offered an exception to the warranty policy to return for store credit so he could purchase another brand of the same part. He returned the part on November 3, 2015 and the store credit was issued on November 4, 2015 for $285.50. Mr. [redacted] told us on Friday, November 6, 2015 that he no longer wanted his refund as a store credit. As a courtesy, his store credit was reversed and a refund to his VISA issued on Monday, November 9, 2015.

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 ordered a steering box for my 1991 F150. It was supposed to be a remanufactured unit from Motorcraft. I received a steering box from rockauto in the mail. It was in a plain brown box. I installed it on my truck, and it works fine. In the core return instructions I read to return the core in the same box as delivered. So I did. I packaged it up the same way it was delivered. A few days later, I received a call from [redacted] in customer service. He said that my core of $150 would not be refunded because it was in the wrong box. I told him that he was wrong. It was sent in the same box as delivered. He said that was impossible because they only come in motorcraft boxes. That makes me worry that I didn't receive the correct box. The cheap end boxes go for $120. I paid $350 so that I would get the best part available. I waited about 9 hrs later and called customer service back to speak with another person. He too refused to help. I asked for a supervisor, and was denied. He said he had the ability to make it right and decided not to.Desired Settlement: If they can prove that my part is a Motorcraft part, I want my core deposit back. $150.

If they cant prove that it is, a refund, or a motorcraft part and my core.

Business

Response:

We are sorry if

Mr. [redacted] was confused by receiving his Motorcraft steering gear in

a brown box. It actually should have arrived in a brown box, with

Motorcraft/Ford labels on it. Files [redacted] and [redacted], attached

to this response, are pictures of the exact manufacturer's part box

for the part number this customer ordered. One of the labels on the

original part box states, "Core Must Be Returned In Original

Packaging."

Based on the

description of the box he gave our representatives and the Revdex.com, the

steering gear he received is genuine Motorcraft, and based on his

description of its performance, it is functioning perfectly.

RockAuto offers

customers the options to return their core parts to the manufacturer

or to one of our warehouses. Our core return policy

(http://www.rockauto.com/lang/en/policy.html#Cores)

states that “Cores must be complete, rebuildable, fit the same

vehicle application and be returned in the box the remanufactured

part came in. This means the part you send back needs to have

whatever components (like pulleys) came on the remanufactured part.

The box helps identify the part and proves to the manufacturer that

the core replaces one of their products.”

However, the box

in which this customer returned the core is not the original box in

which he received the new steering gear. The photos attached to our

response show that the original shipping label was cut off of a box,

with that previous box's cardboard still attached -- please see attachment

ra2.JPG.

The customer

seems to have put the return shipping label over the cut-off label

and cardboard, and then taped it to a new box. Additionally, the box

he returned appears to have been taped over several times. Please see

attachment [redacted].

However, the

shipping label on the new box was clearly cut off of a different

cardboard box.

We are unable to

issue Mr. [redacted] a refund for his steering gear core, given that it

was not returned in the original, manufacturer's part box, per our

return policy. However, we are able to ship his core back to him,

free of any additional shipping charges, if he so chooses. If he is

interested in having the core shipped back to his shipping address at

no additional charge, we encourage him to contact us directly via

email: [redacted].

Consumer

Response:

Review: I spoke with a sales representative that gave me false information about a product when I asked for more information about it - stating that the starter would work on both manual and automatic vehicles. Upon ordering and installing the part it was found that it was the wrong part and that it would not work on my vehicle. After speaking with customer service, they refused to replace the part because it had been installed. I would not have continued to try to purchase that product after asking those questions if I hadn't been given that information by a company representative. Customer service was rude, accusational, and now I am stuck with a part I can't use, and can't afford to get another. I have a broken vehicle, my household is struggling to find transportation to get children to school, to get to work (which is placing strain on our employment situation), and to get basic necessities; all of this is because of false information from Rockauto, bad customer service, and a refusal to replace a product that I wouldn't have continued trying to purchase if that information would not have been provided to me during a phone call.Desired Settlement: I would like Rockauto to provide me with the proper replacement part for my vehicle. I have been a loyal customer for years, but after this terrible and ttraumatic situation, I can't see ever using or suggesting the usage of this site ever again. Please replace the part that I have with the one that works, thank you!

Business

Response:

We are

very sorry this customer received a starter motor he cannot use. The

part description for the starter motor he purchased for his 1992 Ford

F-150 4.9L L6 states, “Standard trans.; Power: 1.4KW; Permanent

Magnet Gear Reduction; OE Manufacturer: Ford”

(http://www.rockauto.com/catalog/racatalog.php?carcode=1122028&parttype=4152...⇄ “Standard” and “manual”

transmission are interchangeable terms, and the starter motor he

ordered is specific to standard – or manual – transmission, as

stated in the part description. The starter motor this customer

purchased will not work on his automatic transmission truck.

According to our records, this customer

called and spoke to 2 representatives on September 16, the day before

he placed his order on our site. Neither representative recall

speaking to the customer about whether the starter motor would fit

his automatic transmission vehicle. All representatives at

RockAuto are trained to encourage customers to review the part

description prior to ordering. Additionally, all of our representatives know that “standard trans.”

indicates the part will only work on a standard transmission vehicle and would have communicated that information to an inquiring customer.

RockAuto has a 30-day return policy,

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

are not installed or modified in any way and the original

manufacturer's part box or packaging can be returned

(http://www.rockauto.com/lang/en/policy.html#Returns). We are unable

to accept a return of this starter motor, because the customer stated

he installed it and then determined it did not work. We do currently

carry the automatic transmission version of the starter motor he

needs, and the lowest price we offer currently is $76.79, which

likely will still be 10-30% lower than the price he would pay to

purchase it from another retailer. We hope he will give us a try

again in the future.

Review: I purchased Raybestos brand brakes from RockAuto, LLC - (PG 473 - part #). I tried to install the brakes but they are defective & are NOT safe to install on my auto. It's against the law to sell defective parts and/or install them. I called to ask if I could return them & the supervisor I spoke to said "it's my problem" & hung up.

Raybestos Brakes, Inc - will also follow up & inspect the brakes. Raybestos is looking into if they should drop RockAuto, LLC as a supplier for these actions.

I've also contacted an Attorney if RockAuto, LLC refuses to refund my money. This may result in criminal charges and/or up to and including a lawsuit. It's best to fix this now or pay more for it later. This notice will also serve as a 30 notice of intent to sue.Desired Settlement: Refund my ENTIRE amount - shipping too! $80.00

Business

Response:

On January 28th, 2014 this

customer ordered a set of brake shoes, part #473PG, on order

#[redacted]. The total cost of this order was $63.28. On March 4th,

2014 the customer placed a new order for the same part number on

order #[redacted]. The total cost of this order was $80.00. The

customer thus spent a total of $143.28 with RockAuto between these

two orders.

On March 10th, the customer

contacted us regarding order #[redacted] to report that these shoes did

not fit his vehicle due to the front (primary) shoes being too thick.

We contacted Raybestos for more information, who informed us that the

thickness should be the same for all four shoes. We called the

customer and left a voicemail relaying this information. On March

12th, the customer set up a return himself online for

order #[redacted] using our automated return system. We issued a refund

to the customer for order #[redacted] in the amount of $26.77 on

3/21/14.

Also on March 12th, the

customer called us to set up a return on order #[redacted] with the

same complaint. Our representative misunderstood a note on order

#[redacted] and thought that the customer had ordered incorrectly. The

order was outside our return window, so we offered the customer an

exception to our policy and offered a return for store credit for the

part. The customer declined this offer. We apologize for this

misunderstanding and and any rudeness he may have experienced. We

have spoken with our representative to ensure the same problem does

not occur in the future.

We have since researched this product

with our manufacturer, Raybestos. We have received contradictory

information surrounding these brake shoes. Specifically, we have been

told that they will and that they will not work for a vehicle with a

police package, which the customer has. We have been told that all

four shoes should be the same thickness and that two shoes should

have a different thickness. Further, we have been told that there was

an issue with these shoes that Raybestos has addressed, though we are

still waiting to receive specific details about the reported problem

from Raybestos. This reported problem has resulted in the customer

being refunded $80.00 from Raybestos in the form of a check.

We never intend to sell defective items to customers. If something

arrives that is defective, we work to resolve the issue via refund or

reshipment. As a retailer, we rely on information

from our manufacturers to determine instances where returns and

refunds are appropriate. The information we received from our

manufacturer was unclear, and we are currently working to resolve

this with Raybestos. It is clear that not only was there a

misunderstanding from our representative, but there was and continues to be unclear

information coming from our manufacturer. As of 4/11/14, the

customer has been refunded $106.77 of the total $143.28 that he spent

on these two orders. Rather than asking the customer to wait until we

receive further information from our manufacturer about these

products, we feel it is most appropriate to issue the customer a

refund for the remaining $36.51 that he spent with RockAuto as he has

requested. He will see this refunded to his original payment method

(Visa) within 5 business days, and he will receive an email

notification when the refund has been issued.

Consumer

Response:

Review: The four wheel drive on my vehcile did not work. It needed a new Transfer Case Shift Motor. I ordered the product from Rock Auto and installed the part which did not fix the problem. I took the vehcile to a dealership mechanic. They informed me that the shift motor I had purchased from Rock Auto had a faulty internal sensor which caused a voltage fluctuation and destroyed an electronic computer in my vehcile. Repairs and diagnostic fees for this are $600 that I now have to pay. This would not have happened if I the part I ordered was a working part.

I attempted to discuss this with customer service but they would not help me, only that they would accept a return for the defective part, not the additional damage that the part caused.Desired Settlement: Would like Rock Auto to reimburse me for the repair to my vehicle that the dealership is charging.

Business

Response:

This

problem occurred within our 30 day return policy, so we sent the

customer return instructions and a prepaid shipping label for a full

refund on the order.

As our Policies

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.

We have contacted

the customer so we can help him attempt to submit a claim to the

manufacturer. The manufacturer will decide if they will honor a

claim.

Consumer

Response:

Review: I had a front left blinker assembly for a 2002 Vovo s40 break. They told me they would send a new one, but no one every verified the address they were sending it to & they sent it to a house I moved out of close to a year ago. I have ordered from them since moving to the new address and have no idea why they wouldn't use that one or check to see which one to use. They told me in email (and I have copies) that it isn't not their fault and will not send a new part to honor their warranty.Desired Settlement: I would like a new part sent or a refund for the part.

Business

Response:

While the customer did not tell us about his change of address, we understand why he thought we would be aware of his address change due to more recent orders with us. As an exception and as the customer requested, we shipped him a new part.

Review: I ordered an Exedy Clutch, what I got was something completely different. I called Rock Auto (01/10/15) and asked if they were an authorized dealer of Exedy Clutches the customer service person said they are. However, according to Exedy clutch authorized dealer webpage, Rock Auto is no where to be found as an authorized dealer.Desired Settlement: Refund for the amount it cost to return the product.

Business

Response:

The customer ordered an Exedy clutch, which is what we shipped to

him. However, the customer expressed concern when he saw the clutch

he received was a Valeo part in an Exedy box.

As

we explain on our FAQ

page

“manufacturers sometimes buy parts from other

companies to save the cost of tooling and/or to supplement inventory

between production runs. They sometimes sell the same parts under

different brands. As a retailer, we have no control over those

decisions. If the part you received is in Company A's box, we bought

it from A, we paid A's price for it, it meets A's specifications and

it is covered by A's warranty. If you choose to return it because you

disagree with Company A's aesthetic or make-versus-buy decisions,

shipping is not refundable and, if you re-order it, you probably will

receive the same item (unless Company A made another design or

sourcing change in the meantime).” If he wants to return this part

he is welcome to under our 30 day return policy, but shipping costs

are his responsibility.

This part was sourced from PA, who is a

listed authorized dealer of Exedy parts.

Review: ON SUN-8-2015 I PLACED MY ORDER WITH ROCK AUTO FOR;--- A THERMOSTAT FOR MY CAR- THEY REFUSED ME SERVICE! AND SAID THE CREDIT DEPT--- WAS THE CULPRIT!-SENIORS; NEED TO KNOW THAT ROCK AUTO,--- DOES SEND THE WRONG PARTS I.E. THEY SENT INCORRECT SPARK PLUGS AND A SHOCK ABSORBER THAT WERE LISTED AS CORRECT! I.E THEN REFUSED TO TO SEND THE RIGHT ONES AND LIED ABOUT IT ALL! THEY WERE TOLD BY SPARK PLUG MANUFACTER'S THAT THEY LISTED THE WRONG PLUG AS CORRECT FURTHER, THEY SENT SHOCKS THAT WOULDN'T FIT MY CAR EVEN WHEN DATES FOR BUILD WERE ENTERED - THEY PATENTLY THIEVES- THAT DESERVE NO BUSINESS; AS THEY ARE LIARS OF THE FIRST MAGNITUDE!-SENIORS; DON'T BUY FROM THESE LIARS!Desired Settlement: THEY PROCESSED MY BILL; I.E TOOK MY ORDER AND CAUSED THE ERROR TO BE MAGINFIED BY ANOTHER LIARS MISTAKE! AND NOW THE TIME HAS COME FOR LIARS TO FIX THE PAST ERRORS ALSO!

Business

Response:

This

is now the fourth Revdex.com complaint this customer has

filed about these previously addressed concerns. As we explained in

previous responses, given the interactions and personal threats this

customer has made to employees of RockAuto on multiple occasions, we

have informed him we will not be processing future orders from him.

This includes his February 5th

order for which we have not collected and will not collect payment or

ship. We will no longer be doing business with this customer.

The strut/shock the customer references was refunded in full a year

ago. The spark plugs the customer references were from 2012; he was

given return instructions and a prepaid label 2.5 years ago but never

sent them back. Since our return

policy is 30 days, these spark plugs are no longer returnable

after 2.5 years. All of this has been previously resolved through the

Revdex.com.

Review: I ordered 2 parts ges3349rl I instead got 2 parts gk90311 and gk90312. They are no where near the right part. They don't even match the product discribetion. I called to resolve the issue. Note the error is not on my end. All they would do is ship me the correct parts and I would have to wait another week. Now I ordered the parts and delivery was a week. Now they came in early but no guarantees that they would come in by this weekend. All I want is the correct parts in the time it was quoted to me in the original delivery date. But they refuse to correct the problem in a timely manner. I ordered the correct parts and received the wrong parts. Why is it that I am the one getting screwed for something that is not my fault.Desired Settlement: I want the parts I ordered to be shipped overnight so I can have them in the time frame I was quoted when I ordered the correct parts. Shipping for the correct parts was 3 to 4 days. Delivery by September 4 2015. I received parts that were not on my invoice. I need to fix my car this weekend not the following weekend.

Business

Response:

We're

sorry two tie rod ends were shipped incorrectly to this customer. We

offered to reship the correct parts using the same shipping method he

chose on the original order (USPS Priority) without requiring return

of the wrong parts, or refund him in full for the incorrect products.

We explained that since we don't profit from shipping and our part

price markup is already very low, we are unable to express ship parts

to him for free. Since he repeatedly verbally abused our

representatives with yelling and sexist/vulgar comments and

threatened to charge back the order despite us offering to resolve

the issue, we unfortunately are unable to continue business with the

customer. The customer has been refunded in full for the two

incorrect items.

Consumer

Response:

Review: I placed an order on 3/6/15 with Rockauto. I paid for overnight shipping and it was agreed all items would be received on Tuesday 3/8/15. I received an email on Monday that all items would in fact ship out on Tuesday 3/8, arriving Wednesday 3/9.

I called Rock auto on 3/7 and was lied to by [redacted], told that the email was incorrect and that everything did indeed ship on Monday 3/7. Tracked the packages Tuesday morning 3/8 and it said they had not shipped, never got picked up as I was told.

I emailed [redacted] on Tuesday 3/8 and he replied back saying they will credit me the difference in shipping costs since everything did not ship overnight as promised and agreed. He said I would receive everything on Wednesday 3/9. I agreed as I had no other choice. I never received that credit.

On Wednesday 3/9 I received everything but (3) items, resulting in an incomplete order. I called rock auto once again on 3/9 and spoke with [redacted], the supervisor. She promised the (3) remaining items will ship out on 3/9 for delivery on Thursday 3/10.

On Thursday 3/10 I received a package from Rock auto which only contained (1) of the (3) missing items. I called Rock auto once again and spoke with [redacted]. I was told it was unfortunate I didn't receive everything...no apologies but I'll receive them tomorrow Friday 3/11. Of course none of this information was given to me. At no time did rock auto ever contact me over the delays or issues, except for the one reply from [redacted].Desired Settlement: I want a refund of all shipping charges. Rock auto accepted zero responsibility and their shipping delays, failing to keep their promise/commitment. This resulted me in having a non-working vehicle all week, costing me time off from work as I could not get there. I tried to be patient. I let the first delivery issue go but than it happened again and then again. I have yet to receive the final parts they I cannot purchase locally so I will have to take another day off at my expense. I believe the credit for all shipping charges is more than fair.

Business

Response:

We are sorry for all the trouble with Mr. [redacted]’s order. He placed his order on Sunday evening and chose Next Business Day Express for arrival on Tuesday, which cost $38.15. Our warehouse did not ship the parts on time Monday, so he did not receive his initial shipment until Wednesday. Due to this 1-day delay, we refunded $11.58 to his MasterCard (ending in –3855) on 3/9/16. Mr. [redacted] called us when he received the shipment to report missing parts. We apologized and set those parts to re-ship Wednesday for arrival on Thursday. Two of the three parts were again delayed, due to a combination of warehouse and FedEx error. I am sorry that no one contacted Mr. [redacted] proactively about the second set of delays, but we were not aware of them until he let us know. In total, Mr. [redacted] was delayed 4 business days from his original promised delivery date. We agree a full refund of shipping is appropriate and we refunded the remainder of his shipping charge $26.57, to his MasterCard (ending in –3855) on 4/6/16.

rock auto customer service,tech data,shipping and price could not be better. great people and llc.

Good prices; fast shipping.

Fantastic! Product accurately described and shipping clearly shown.

Ordered a starter and it came. Even came with trouble shooting instructions. Quality brand new part, just as described.

Have been holding off on buying brakes for my car, because of the price from other auto parts stores. RockAuto prices are so much cheaper. Thumbs Up!!

Great company to work with. Very helpful. Great variety of product options. Quick shipping.

I have been doing business with Rock Auto for several years and have received nothing but the best in quality in parts and service.

Found the part I needed.