RockAuto

easiest & most economical way to purchase replacement parts

Very happy with Rockauto. Called in for a part on Sunday and I have it in my hand on Wed. Thanks...[redacted]

Great website, great prices, great selection

Low prices, Great Parts, Parts came 4 days a head of due date Love it. I will be doing business with Rock again soon on my 1974 dodge truck, I am rebuilding.

I am so pleased with my experience with Rock Auto. For two years I have purchased many times from Rock Auto due to easy part look up, great pricing including shipping, nice selection of part brands. Never have I had to make a return because of problems with any products. Shipping is fast.
I love my Rock Auto Parts

Great prices!! I got premium parts for less than the economy parts at the local chain store!! Will definitely use them again!!

Rock Autos prices are always low and shipping is Fast. The products are of great Quality even the cheapest parts in the selection.

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

I have always had great customer service for Rock Auto.

I ordered 5 items from RockAuto. Order was confirmed and paid by PayPal. I was then told by RockAuto email that one part was no longer available. I picked out an alternate part ( twice the cost ) to complete the order. Since some of the ordered parts were from different locations I was already paying 2 shipping charges. But RockAuto now wanted a third shipping charge for the alternate part I had to buy because of their stocking error. I asked them to cancel the whole order but they said that the available items had already been shipped.

very deceptive business practice to offer overnight shipping for a large fee but not disclose that there is a 24 hour warehouse time before the order is processed. not acceptable when customer service hangs up on you after they cannot give an acceptable answer to your questions.

I ordered 2 strut assemblies, 2 rear shocks and 2 ABS speed sensors from Rock Auto. After 3 months, the front left strut assemble failed, resulting in complete tire failure for 2 brand new tires. Rock Auto would not assist in the new tire replacement and the return process was a complete nightmare. Additionally, I needed to return the 2 ABS sensors to Rock Auto. They forced me to return them to 2 separate warehouses and would not allow me to return them to one warehouse. This caused me to pay double for return shipping. I spoke with [redacted], extension 153, who was extremely argumentative and would not allow me to talk to a supervisor. This conversation took place on 11/18/2014. I am very upset with the company and would never do business again.

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.

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.

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./

Very unfriendly/rude customer service.

I'm a mechanic and figured I'd try rockauto.com for the first time last week. I needed a wheel hub and bearing and before going online to order I called to verify the parts were the right fit. The employee I spoke with assured me multiple times I was looking at the right one aND also was told the bearing would come pressed onto the hub. I ordered and when I got it today it was the wrong part. Not only that but the bearing was NOT pressed to the hub. That's probably because the hub they sent didn't go with the bearing they sent with it. I called today to file for a return and was treated so bad that it has seriously impacted my day. They hung up on me, wouldn't get me a manager, then after the 4th call they said it was MY fault and I had to pay for the return. They have been so rude throughout and now I'm stranded. I do NOT recommend using them EVER. partsgeek.com is a million times better and would not have done this to me. I made the mistake of trying to save money through someone else and in the end it's costing me triple.

First of all it is very hard to get a number to contact someone or even to obtain the right number so you can get help with making a purchase. 2 numbers later I get a Latino women with whom I expressed what I wanted and how can I find it on the catalog. She asked if I was going to purchase it today, I replied, yes if you can tell me, do you have this part. She asked again, will I be paying for it today,By then I was getting very [redacted] and yelled that if you have the ** part I will buy it today, right now; what part is it that you do not understand me. I then just hung up the phone.

Review: I ordered several parts from Rockauto.com for my Hyundai Sonata after a car accident. All parts were received and my boyfriend signed for them when they arrived at 9PM on friday 11.15. We did not think to make the driver wait while we individually opened each box and inspected the parts. When we opened the packaging around the hood, we noticed that there was significant damage. The hood was dented in several places. I reached out to Rock Auto on 11.19 and advised of the issue. They advised that we take the hood to a professional and have an estimate done to repair it before they will do anything to assist us. I advised them that this is not a possibility as I do not have a truck and cannot take the hood to have an estimate done. I referred them back to their return policy (which I have included below). I was in communication with several different representatives via e-mail and they all requested pictures of the damage and the packaging. I sent them the original photos, the additional photo that they requested of the entire hood, and the additional photos that they requested of the packaging. I received a damaged product and requested a full refund including shipping. My car has since been completely repaired after I had to pay for another hood from a different company and I still have a damaged hood sitting in my kitchen. Rock Auto is no longer responding to my e-mails. I have received terrible customer service from this company since the day that I reported the issue. No one wants to take responsibility for this. Not only are they non-reponsive but my boyfriend has called several times on my behalf only top speak with representatives who refuse to put a manager on the line and one even hung up on him.

Return Policy Included Below

Returns

Everything we sell is returnable for full part cost credit within 30 days (except certain special order and discontinued items identified in our catalog as "No Return"). If you're not satisfied with something or you just decide you don't need it, you can obtain return instructions using our Order Status & Returns page or by sending e-mail to [email protected] (in your email, please tell us your order number, the part number and the reason for the return). If a part doesn't fit, don't try to "make it fit" and risk damaging the part or your car (or yourself). We won't accept responsibility for any costs exceeding the cost of the part (and you don't need the aggravation of doing a job twice!) so please inspect the part before you start the repair.

Returns go to different locations, depending on the type of part and the reason for the return. You must send the return to the correct location and include the return instructions in the package to receive credit. Check that the parts are complete and in their original unmarked manufacturer part boxes (cores must be returned in the box the new part came in). Put the part boxes in a shipping box - returns sent in just the manufacturer's packaging may not be refundable if the original box is damaged in shipping. Please don't paint the part, install the part or throw away the box until you're sure the part you have is the part you need! Please do not write on or alter the box in any way. We cannot issue return credit for parts which have been installed, painted, modified or returned without their original packaging.

Shipping charges are not refundable unless the return is due to our mistake. If you decide you don't need a part, we don't mind taking it back but we can't recover the shipping cost. You do have the option of generating a return shipping label for a return from the Order Status & Returns page. The shipping amount will be deducted from your refund. If you refuse delivery or the carrier returns a package because you provided an invalid address, the cost of return shipping will be deducted from your refund.

Refunds typically take up to five business days to be issued. Refunds will be issued in the same form as the original payment (eg, if we received a payment by credit card, then we will issue a refund to that same credit card). Payments excepted from this policy include wire transfers, EFTs (electronic funds transfers), or any other cash payment for which we cannot issue refunds in kind. In these cases, a refund will be issued with a store credit or a U.S./Canadian dollar check. Once a refund has been issued, we send a confirmation by email. Providing us with a return tracking number will ensure a faster refund time. If you entered the return tracking information into the Order Status & Returns page, you do NOT need to email us, as we will already have the tracking information on file.Desired Settlement: I would like a full refund and for Rock Auto to send me a shipping label to return the damaged part

Consumer

Response:

On Thu, Jan 2, 2014 at 3:07 PM, <[redacted]> wrote:

Thank you for your quick attention to this matter. I am satisfied with the outcome, as this is exactly what I asked Rock Auto for to begin with. Have a wonderful day!

Thank You

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,