RockAuto

Yes The First time I Orderd from Rock auto Was when I needed A fuel Pump.The Warhouse Pik For this part Is Wiszest But On My First Order Of # one pump they droped the price big time and Changed every thing around and the pump was for vin5.My trk.Is vin.4 So to speed things up I orderd The best possible Pump To get It running again.!! But when I got The Fansey New pump It was missing The New Rubber Bottum Feet On Pump So I had a Fit. and called them of corse.. But I Just Disided To Use The Feet On the First Orderd pump.!! And Its been Running Butifull./

POSITIVE, POSITIVE, POSITIVE.,.,.,........ Thanks RockAuto :-) :-) :-) U DUDES' & DUDE'TTS ROCK?????

easy experience to place order.

Ive been an online customer of spare parts from Rock Auto for about 5 years. Never had a claim or an issue with my orders. I like this concept of ordering online because I find useful info and several buying options, from economy to superior grade parts. Shipping is important when you depend on a car for daily transportation, Rock Auto deals with several shipping options, from priority mail or even 1 day delivery. What else could you ask for? I'm very satisfied with their services.

Rock Auto; Great place to find parts at reasonable prices; great service. I always shop here first.

Recent order with Rock Auto was not handled by their customer service department in a professional manner. I will have a problem placing another order with them in the future. I have stopped recommending them to friends and relatives and I will buy my parts locally due to the poor response and service received.

I own a very unique RV and foreign autos on which I do the work myself. ROCKAUTO IS MY ABSOLUTE GO-TO AUTO PARTS SUPPLIER for everything from large engine components and chassis parts to accessories and manuals. They always have the most comprehensive selection and prices that just cannot be beat! As a loyal customer, I am frequently treated with discounts and special offers. Thanks RockAuto, for keeping my babies' motors clean, healthy, and happy on a working woman's budget!!!

Quality parts, Best prices, great service!

Quick and pleasant transaction. Shipping charges were acceptable. Will be doing business with again in the future.

Review: Bottom line: They had an error on their website which led me to purchase the wrong item. The error was theirs, but they were slow to acknowledge this and even after they realized the problem, they did an inadequate job of rectifying the problem and taking responsibility for the damage they caused me.

Details: Recently the brake vacuum booster failed on my 2002 Nissan Pathfinder. I went onto Rockauto.com, and selected the new vacuum booster (which comes with a core replacement option to send back the original for a nominal refund). No problems there. Since you have to remove the master cylinder to get the vacuum booster off, I figured I’d better replace that as well while I had the opportunity, and I’d have to drain the brake lines either way. Using the parts selector on Rockauto.com, I selected the master cylinder for my vehicle, which has anti-lock brakes. I didn’t have the time (or expertise) to do this repair myself, so I had coordinated with my mechanic to do the work for me once I had the parts in hand. When they arrived, I took the vehicle and parts to his shop. He called me the next day and told me that Rockauto.com had sold me the wrong master cylinder, a fact which one couldn’t see until the brakes lines were drained and the old cylinder was removed. I had him continue to replace the vacuum booster, and re-use the old master cylinder. He still had to charge me for the labor in draining the brake system—totally understandable; his time isn’t free.

I contacted Rockauto.com. Since I didn’t want to pay for the labor twice (and there was nothing necessarily wrong with my original master cylinder), I only wanted the following from them: a refund for the cylinder I was going to send back to them, free shipping for the return ($6.80), and a refund of the labor costs incurred as a result of their error ($182.40).

Here’s how badly they handled it, blaming me for their error:

• Told me I ordered the wrong part (Said I don’t have ABS, and I ordered the ABS part). Said they’d do me a favor and replace the part, but shipping is my responsibility.

• After I showed them that I do have ABS (should I have to prove this?), they agreed to refund the shipping. (This actually never happened; I paid all shipping costs.) They ignored me about the labor costs incurred due to their error.

• I continued to ask about a refund for the labor costs; they responded that they don’t refund labor costs. They said my mechanic should have known it was the wrong part (why should he know? They themselves didn’t know it.) It was impossible to know this without draining the brake system and removing the old part, thus the labor cost.

• I asked to be contacted by one of the owners of Rockauto.com, but the customer service agent ignored my request.

All of my communications with the various customer service agents were polite and respectful, as were their replies. Though they finally acknowledged fault, they did nothing to rectify the problem.Desired Settlement: Refund $182.40 for labor incurred due to their error, and $6.80 shipping which they agreed to refund, but never completed.

Business

Response:

We are sorry that our catalog recommended the incorrect part for Mr. [redacted]. We have corrected the error and all shipping for the wrong part should have been pre-paid, though Mr. [redacted] did opt to purchase a return label for another part he returned. I have refunded the $6.62 that was mistakenly deducted for the return shipping on the wrong part, in addition to the cost of the part and its original shipping. Mr. [redacted] has received a full refund for the incorrect part but no refund is due for labor to install/uninstall that part. As our Help page explains, if a part doesn't fit, don't try to "make it fit" and risk damaging the part, your car, or yourself! RockAuto is not responsible for any costs exceeding the cost of the part.

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 as satisfactory as I think I can expect it to be at this point. I am disappointed that it took this much effort for RockAuto.com to take responsibility for their error. It doesn't surprise me that they won't pay for the labor required to find out that they had shipped me the wrong part, but I would expect better service from a family business. First they insisted that it was my error and I didn't know my own vehicle (telling me that I didn't actually have ABS), eventually took responsibility but failed to refund the shipping, and ultimately ignored my request to hear from an owner of the business. If the owners don't have for the customers, exactly who do they have time for? I would think that a business owner would want to use such a poor customer service experience as a training case study for their employees. I just spent $1,000 with [redacted] on parts for my Pathfinder; money that would have been spent with RockAuto.com if they had had apologized for the trouble they caused me. If they want to earn my trust back, they have my mailing address.

Regards,

This place is great... they always have what I need and I always get it in a timely matter. Highly recommend them.....

I have always had great customer service for Rock Auto.

great people to do business with ...thanks!

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.

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

Fast, efficient, excellent selection

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!!!!!

love using this company

This site has anything and everything you need for replacement parts it's quick and easy to find what you need.

I ordered a head shim from RockAuto on February 2, 2015 for $39.95. The shim was delivered via FedEx ground within few days. The shim, which is very thin and needed to be perfectly flat to be installed, was shipped in a thin box with 1 flat piece of bubble wrap... the box did not even have a "do not bend" label on it. The first shim was received bent.
I contacted RockAuto and explained (in great detail) how the shim was packaged and that if another was shipped the same way the odds of it getting damaged were very high and needs to be shipped in a bigger box. I was told that they would relay my concerns to the shipping dept..
Even though I was reordering the same part RockAuto would not refund until the bent part was return... because I needed the part quickly (paying for a rental car was getting expensive while waiting) I reordered (and paid again) for the shim and paid an additional $30 for 2nd day shipping. The shim came yesterday packaged EXACTLY the same and bent worse than the 1st one.
When I called RockAuto they said they were sorry and that they wouldn't ship another because "the same thing would probably happen", I asked to speak to a senior manager and was told "they will just tell you the same thing I am"... I said I would still like to speak to someone in a senior position and in short was told that there was no one else I could talk to.
In the end I have contacted the manufacturer of the shim who went out of their way to find me another distributor that, "because of the trouble I have had" would ship next day at a discount... this is not their responsability, but I really appreciate it.
Due to RockAuto's of lack of empathy and poor customer service attitude, I will NEVER purcahse anything else from them.
P.S. I will update this review if they are slow to refund quickly what I spent on these 2 damaged items.