RockAuto

I placed order 2/12/15. I checked the FedEx status several times and the website was never updated, all it said was “waiting for label to be created.”
An email was sent to customer service to check what was going on. The response from one of your customer service members was that our order was lost in the warehouse and that another shipment would be sent out ASAP.
To my surprise, on Thursday 2/26 I received both shipments. Even though I was told the 1st order was lost in the warehouse.
Then, on Friday 2/27, I received an email from [redacted] stating that I needed to return one of the packages due to your error. I replied with “Will FedEx be coming to pick up the package?” A simple question, as this was the company’s error and almost all of the other companies I do online business with will arrange to something more convenient.
I asked a simple question and said it wasn’t convenient for us to drop the package off at FedEx and I felt as if [redacted] jumped to conclusions and basically threatened that if I didn’t return the package I would be “marked as a customer we could no longer do business with.” Again, my original order was lost in the warehouse (Rockauto's error) and was told that a replacement package would be sent. I have no problem sending back one of the packages, but feel as though since this is a error on Rockauto's end and should have made it more convenient to return one of the packages.
Rockauto may pride itself on having a great selection of parts at good prices, but one thing the company cannot pride itself on is excellent customer service. Please don’t worry about “marking us as customers you could no longer do business with” as I will gladly make a point to never do business with your company again and will make sure to spread the message.

I ordered a part and paid for 2 day shipping it is now day 7 and no part, I contacted the CSR and even a CSRS and was told that there is nothing they can do to help me and they can ship my part out again but that I could not speak to a manager in regards to the service representatives. . . I was also given an attitude because I waited 6 days to contact them when the Web site clearly states to please allow up to 5 business days before contacting rock auto. . . This is not the first time this has happened !!!

Review: I ordered parts for my car using expedited shipping. I needed these items fast.

I received a part that was not for my car and not at all what I ordered.

When contacted I requested that they send the correct parts immediately and they gave me a shipping slip to return the wrong parts.

I packaged up the box, applied the label and then went looking for the pickup number to have FedEx come and pick it up. There was no number and the fine print said it had to be delivered to a depot. The nearest depot is 50km away and that is not an option for me.

I called them back and asked them to provide a pickup. They refused and told me that my correct parts would not be shipped until I returned the wrongly delivered parts.

I then canceled my order and purchased my parts from a different seller.

This delay cost me significant money as I had to get alternative transportation.

The box is still awaiting pickup on my front porch and I'm am still awaiting my refund for parts I never received.Desired Settlement: My desired outcome is a full refund with no strings attached as well as an apology from management. I also expect a courier pickup of this unwanted part.

Business

Response:

We apologize sincerely that this

customer received another customer's package. When he contacted us to

let us know of the problem, we generated him a prepaid FedEx label,

so he was not responsible for return shipping costs, to adhere to the

shipping box and drop off at the nearest FedEx location. At that

point, the customer desired a re-ship, so we would have re-shipped

the correct parts to him as soon as we saw that the incorrect parts

he received were back in transit to us.

The customer indicated this was

inconvenient for him and requested a call tag. We do not currently

have the ability to set up call tags outside of the United States,

and this customer is in Canada.

The customer then filed a PayPal

dispute, reversing his transaction. We are unable to issue any

refunds or re-ship any parts when a PayPal dispute is open. We

responded to him via the PayPal dispute, requesting that he return

the parts, so we could issue him a refund for his order. It appears

he chose to return the parts without using our free FedEx label, as

we received the parts back at our Canadian warehouse on January 3,

2014.

At this point, we have refunded him all

the money he paid to us, $99.12, but we are willing to him reimburse

him up to $15.86 USD for the costs he incurred to ship the parts back

to us. If he wishes to take advantage of this reimbursement, we

encourage him to contact us directly at erica at rockauto dot com.

Consumer

Response:

Review: I order automobile parts on their online screen. I followed the screens as follows: Here is the procedure that I followed to order the two (2) wiper blades:

I went to the URL http://www.rockauto.com/

I then looked for my vehicle KIA

I then choose the year of my KIA 2006

I then choose the model of my KIA Sportage

I then choose the model of my KIA Sportage 2.)L L4

I then choose the category of the item I was looking for Wiper & Washer

I then choose the category Wiper Blade

I then looked for the Wiper Blade that was listed as Rear

I then choose the Add Part

It then took me to the check out screen where I changed the quantity

When I received the items, they did not fit my vehicle. This company is now trying to tell me that I did not follow the above steps and that I entered a wrong item number. I am the only person that can testify as to how I followed the online screens. They would like me to believe that I magically came up with a part number and did a search for that part number. I am not a novice computer user and I know how the procedure I followed on this order. I further need to stress that prior to retirement I worked for a Mid-West utility and I was the project manager for different computer systems. I also designed several programs somewhat similar to to the catalog used by this company.

I am requesting this company to pay the postage on the two items that were ordered according to their online system due to the fact the items sent did not fit my vehicle.Desired Settlement: Pay the postage to return items that will not fit my vehicle because of their online system error.

Business

Response:

We are sorry this customer received

wiper blades he cannot use. While we have no doubt he knows how to

use our site fluently, given his description of how to find parts on

our site – which is exactly correct – it appears the wiper blades

he ordered were purchased by part number only. Attached is his order

confirmation, which was emailed to him directly after placing the

order and which indicates the blades were not purchased under an

exact vehicle.

The part number he ordered was AR12B,

which is listed to fit Acuras, BMWs, Hondas, Infinitis, Mitsubishis,

Nissans, Subarus and Suzukis, but no KIAs.

We have seen this user error in the

past and it does not indicate our customers are computer-illiterate.

In fact, many customers make similar errors due to Google searching

something like “2006 Kia Sportage Wiper Blade” and then clicking

on the highest RockAuto link available. This will bring users to our

site, but the make, year, model and engine size may be different than

what was intended. For example, the customer may have clicked on a

link that is actually for a 2012 Kia Sportage or some other year.

However the error happened, we

typically do not refund shipping for parts that are being returned

and are simply not needed or wanted. Given the customer's description

of how he found the parts, however, we are willing to give him the

benefit of the doubt. If it will resolve his complaint, we will

refund him the original, proportionate amount of shipping he paid for

the parts. We have set up this refund for him now, and once he

returns the incorrect wiper blades, he will be refunded the entire

cost of his order, $15.86, back to his American Express card.

The link to his order confirmation is below:

Review: I purchased a part from RockAuto.com with my credit card that was faulty. I returned the product and was given a store credit of the same amount. I used this store credit re purchase the same part although there was a slight difference in price. I believe it was under $1.00. I received the part and returned my old core for a refund of $36.00. Instead of issuing $36.00 back to my credit card, they issued me a store credit of $36.00 because they said that because I paid with store credit, I have to be refunded store credit. If I had never had to return the part and receive a store credit, they would have just issued me $36.00 to my credit card. They state that their refund policy defines this as, "Refunds will be issued in the same form as the original payment". According to the Oxford Dictionary "Original" is defined as, "present or existing from the beginning; first or earliest". There were two forms of payments, the "original" payment, which was my credit card, and then the second payment which was store credit. According to their own refund policy, I should have received the $36.00 back onto my card. Them issuing me a store credit when I do not owe them more than a few cents from the difference in part price, is like stealing. They are keeping my money and telling me I can only use it at their store when I gave them my core part in good faith.Desired Settlement: I would like the $36.00 to be refunded to my credit card.

Business

Response:

The customer

ordered a part in June using a credit card. Just over a month later,

he reported it had failed. It was covered by the manufacturer's

warranty, which offers only part-for-part replacement as our Policies

page explains. The customer reported he had no use for a replacement

(he claims to have sourced a new one locally), so as a courtesy we

offered a one-time exception to return the part, including the core

charge, for store credit. He accepted this offer, returned the pump,

and we issued store credit.

In

August, the customer placed another order using the store credit. He

returned his core on the new order. Since he had used store credit

for this order, we refunded him in store credit in accordance with

our policy

that refunds are issued in the same form as the original

payment on a given order (not a previous order). No

credit card refund will be issued.

Review: Seller sent me a misrepresented item. The box had the correct product number, but the part inside had a different product number, and was not the correct item. They said that they would replace the part. They later called again and said they did not have the part anymore and were going to give me a refund and a 5% discount. No discount was given! Called again and customer service rep. said that we will not be receiving a discount. So now a lie has been done on behalf of this company. I feel that a multi-million dollar company such as this one could do whats is right to rectify their blunder. They have wasted my time for the most part. I have been a customer for many years.Desired Settlement: A replacement part of higher or equal value.

Business

Response:

We're sorry this customer received a misboxed alternator. Since this part number was out of stock when we tried to reship it,

we provided a prepaid return label to return the part at our cost.

The customer has been refunded in full for the wrong part.

The customer may have misunderstood when our representative explained

our repeated customer discount offer. Unrelated to the misboxed part

on this order, our representative explained that repeat customer

discounts are sent out a few weeks after a new order is placed. Since

this customer placed an order at the end of December, a

computer-generated discount code worth 5% off the merchandise value

of future orders was sent to the customer via the email address put on the order.

Review: this is the 3rd order in a years time that does not fit. after talking with [redacted], and [redacted] (who wouldnt even try to refund at all) guy trying to get a refund I was told I would have to pay for shipping to return. you sent me a part that does not fit and is visually very different from my cars part. simple . not my fault. give refund. I even sent pics to yopur company and [redacted] saw and agreed they do not look alike ( I sent pics on my own accord because the manager acted like I was lying just to get a refund. (really stupid thing if you want repeat buisness). I will be going to my bank tomorrow and be filling a dispute over this inexpensive part just so you will have to give me my money back. I suggest any other customers do the same. just go to your bank and fill out a form and as long as your not lying you will get your money back.Desired Settlement: do whatever you want. ive already decided your company has went downhill.

Business

Response:

We're glad this customer decided not to

file a dispute and that we reached a resolution after this complaint

was filed, but apologize this wasn't resolved more quickly. He

ordered a wiper blade that didn't fit. We verified that our catalog

listing is correct for this vehicle application, so we're not sure

why it won't work for the customer. We resolved this with the

customer by providing a full refund for the part.

Review: Online purchase jeep radiator when installed by my service center I was told had leak had to purchase another radiator.the radiator I bought from RockAuto was shipped in an un marked box with Rock Auto packing tape,returned radiator was told no refund would be issued because I did not use the box it came in.Desired Settlement: I offered to pay a restocking charge . RockAuto said no! And told mei am out the274 dollars I paid for the radiator.

Business

Response:

As

our Help

page explains, to receive credit, a returned part must be

complete and in its original, unmarked manufacturer's packaging. We

also remind customers of this in the return instructions we provide.

All radiators we send from this location are shipped in

the packaging from Mopar and have a unique code on them to identify

the part, but the customer returned the part in a different box so

the part could not be confirmed. In fact, the customer told our

representatives that he returned the part in a different box than it

came in and that he threw away the original part box. Since the

customer did not follow the proper return procedure, no refund could

be issued. We did provide the option of re-ordering the same part so

he had an original manufacturer's box to return for credit on the

first order and have a working radiator, but he customer did not

accept this solution. The radiator has been returned to the customer.

Consumer

Response:

RockAuto did not tell you the whole story. I dealt with mopar parts in the past. yes they request you to return parts in original box with no markings of any kind or charge you a restocking fee. The radiator arrived in a repacked box with RockAuto packing tape all over it,the radiator that was shipped was pretty beat up when my service center inastaled the radiator it leaked, I had my service center put in a new radiator. Mopar radiators have a sticker part number on the radiator the one RockAuto sent me In a repacked box with RockAuto packing tape had no part number on it, I do not think it's even a Mopar radiator, I returned the defective radiator to RockAuto in the box the new radiator came in because it was in much better shape than the one it came in .if the radiator came in a mopar box I could not tell because of all the RockAuto packing tape on it. Mopar would have refused the box anyway.the fact of the matter I bought the radiator from RockAuto not Mopar! I told RockAuto I would pay a restocking fee to work with them but thay said no! Thay said to me I am out the 274 dollars I paid for a defective radiator witch thay said was shipped back to me that I do not want or had yet to receive ,this is not fare!

Review: I ordered parts through their website that did not fit. Their website was not clear that their were multiple parts for the same car. The website is broken down by make and model, leaving the consumer to believe that everything purchased under that category would fit the model it is specified. They do not provide any checkout warnings or any other warnings that state that their are multiple different parts that fit the car.

They have a small line that is irrelevant and unless you know everything about cars - it useless to you to be able to make the right judgement ont he parts you need.Desired Settlement: I want my refund that they agreed to, PLUS shipping costs $17 to return the items to their facility. They claim I am responsible for the shipping costs. I do not agree. They failed to provide me enough information about the part to make an informed decision on the purchase.

Business

Response:

This

customer ordered rotors that our listing specifies is for vehicles

whose 7th and 8th digit of their VIN is 1K and whose rotor

diameter is 312mm. He reports that his original rotors are smaller

than the ones he ordered. Other listings show different (smaller)

rotor diameters, indicating multiple options available for the

vehicle. Our Help

page explains under “Choosing A Part,” that “All parts

listed fit the year/make/model/engine combination you chose. But if

there are limiting factors.. they will be listed in the description.

Please read listings carefully to ensure they match your

application.. if a feature listed is not true of your vehicle,

please choose a different part.”

The limiting factor details in the part

listing do not match the customer's vehicle. As

our Help page explains, every part we sell may be returned within

30 days for a refund of the part price. Shipping charges are not

refundable unless the return is due to our mistake. Since we shipped

what the customer ordered but the customer did not order correctly

for their vehicle despite clear part listings and a explicit

explanation of how to use our catalog, the customer is welcome to

return the parts but is responsible for all shipping.

Consumer

Response:

Review: I ordered an AC Compressor, AC Expansion Valve, AC Receiver/Drier Dessicant Element, and AC Condenser from Rock Auto on 13Jul2015 for $432.42. The parts were delivered 16Jul and 17Jul and installed by my mechanic 21Jul, who charged me $403 for the labor. My mechanic is rock solid, I've been going to him for over 10 years without issue, and the price he charged me was $150 less than the local dealerships, who quoted the job at $550 for labor. Two days after the install, I returned to my mechanic on 23Jul and reported that the AC was not working. He took a look and said the AC compressor sent by Rock Auto was defective and would need to be replaced.

When I called Rock Auto customer service on 25Jul, they said that I could return the AC compressor for a full refund but that I would not be recompensed the $403 it took to pay my mechanic to install a defective compressor.

I didn't want to go to a dealership to fix this problem, since they are going to charge a hefty markup for the part(s) and overcharge for the labor, but at least they would stand behind the part they are selling me, and if it were defective, it would be on them to replace it with one that works and do the replacement without charging multiple install/uninstalls. I can't expect my mechanic to do a second AC system replacement job pro-bono because he feels bad about me being sent a defective part the first time.Desired Settlement: Seeing as there was no way to identify that the compressor was defective until after the install was performed and paid for, Rock Auto should recompense me for the labor, in addition to the cost of parts, for a return of the defective compressor. Otherwise, their sending me of a defective part becomes a $403 loss for me and an assurance that they will lose my business (why would I buy a part from them if I know it could cost me that much money in addition to the aggravation?). It's bad enough that I've driven the whole of July without a functional AC, missed work while my car was being worked on, and had to go thru the process of having my mechanic work on the car for a part that was defective anyway. I shouldn't lose $403 (plus shipping, if they aren't going to pay that either) on a game of Rock Auto Roulette.

Business

Response:

Our

Warranties page explains that, 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

(http://www.rockauto.com/docs/warranty.php).

If a part fails and is reported within our 30 day return window,

RockAuto does allow a return for a refund of the part cost (rather

than replacement only) and shipping costs as a courtesy to our

customers. As our representative explained, the

customer can set up a return using our Order

Status and Returns link but RockAuto does not reimburse for labor costs.

Since

in this particular case the manufacturer may be willing to consider

a labor claim, after the customer has reported the

problem and completed the online return process using our Order

Status and Returns link, a representative from RockAuto will be in

contact with the customer to explore this labor claim possibility via

the manufacturer as long as the part was ordered and installed

correctly.

Review: to state it simply they say all the parts my car will ever need but I ordered parts for my vehicle and when I got the parts in, it did not include the parts I need. I contacted there customer service and they said and I quote " if you aren't seeing a part listed we simply don't carry it." my complaint is that they offered a complete set but the set was not complete, they did not even offer the part I needed. I have torn down my vehicle twice now and have not received any help or want to resolve the situation.... so I turn to you

thanks

[redacted]Desired Settlement: I will return their product and receive a refund so that I can purchase what I need from another company that will offer what I need

Business

Response:

Mr. [redacted] ordered a Timing Set that is described and pictured as including 2 sprockets and 1 chain – nothing additional. His order confirmation is attached, along with an image of the catalog listing of the part he ordered. He contacted us via email on November 13 requesting a chain tensioner for the same vehicle. We explained that we do not currently have that item in stock. I have attached a photo of the catalog listing showing this part as out of stock. We are not sure what else Mr. [redacted] expects in this situation – we try to have all the parts a customer will need, but we cannot ship parts he did not order, nor sell merchandise we do not have.If Mr. [redacted] no longer wants the Timing Set he already purchased and would like to return the uninstalled parts, he is welcome to do so. 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. All returns are set-up online on our Order Status & Returns page.

Consumer

Response:

Great prices and fast shipping. Will continue to get all my parts from here!

Had available inventory at the best price when no one else had carburator in stock, nor had "when available" date.

I used rock auto for a hard to find part they had it and the price was great compared to others I have nothing but praise for rock auto,i'm in australia and I had the part in 5 days incredible work guys,highly recommend rock auto

Fast, efficient, excellent selection

I am happy the way my order was handled with importance.

everything was as they said.my orders were processed right away and packaged right.

I would like to give credit to rockauto for having the biggest and best selection of auto parts on the market. Not only does it have every part you would need for your car, but as an added addition you get the part at the cheapest price possible!
Only one thing to make the shopping experience better and more effecient and thats better system maps of the car. For example, I was shopping for exhaust parts for a 1998 nissan sentra because the exhaust was hanging low by the rear tire on the passenger side and I didnt know if I needed a hanger, a bracket or some screws. I would imagine a hanger so it wouldn't rattle about but I didnt see the metal part for where u put the rubber hanger on. Rock auto also sells 3 kinds of hangers but didn't have that in an imagine for where they belong. I assume I have to go back out and look more closely by jacking it up but I would of had my money spent by now if I could see a diagram of where the hangers and brackets go. I also bought a front exhaust pipe that looked most comparable to my exhaust however, there was 3 others to choose from the looked as if they were shaped much differently than the one I needed making the purchase confusing.
Still though, for parts this cheap I don't know if this should really be considered, but I do believe it would open more doors for money for their website.

Great parts great prices fast shipping what else could you ask for

Absolutely love Rock auto never had any problems recvd everthing ordered works great......I recommend them to everyone I know...I now only buy my parts with them I refuse to go anywhere else..continue the good work Rock Auto you rock!!!!! Very Happy customer!!!!!

Great company to do business with