RockAuto

Review: I PLACED ; ORDER#- [redacted]-- THAT WAS TO INCLUDE; A FRONT 'SHOCK/STRUT- IN A.C. DELCO-----THE NUMBER WAS 503-79 ---AS I CALLED TO TELL- DAN ;- A RUDE EMPLOYEE--- THAT FRONT STRUTS HAVE BOLT EARS- YET; HE RUDELY SAID; " I WASN'T ASKING FOR THAT" SO, I LOOKED AT THE BOX- IT WAS 503-79- BUT, THE STRUT WAS FOR THE REAR- THEY DON'T CARE ABOUT THIS;-EVEN THOUGH-IT WAS SHIPPED FROM [redacted]--- NEAR ME- THEY WASTED MY TIME- [redacted] ME OFF - I.E DIDN'T LOOK AT THE ORDER AS A REQUEST FOR FRONT STRUT- EVEN; THOUGH I ORDERED A STRUT MOUNT AND COIL LOWER FOR A FRONT STRUT - THEY ARE CRETONS! ; BY SENDING A STRUT I DON'T NEED- FURTHER- THEY ARE LIARS THAT DON'T ADMIT ERRORS----- EVEN WHEN THEY SHIP THE WRONG STUFF - SENIORS; THIS;IS A COMPANY THAT'S FULL OF ITSELF - DOESN'T CARE ABOUT FIXING - SELLING THE PARTS;---- SO MUCH AS TAKING YOUR MONEY AND LYING ABOUT THEIR INEPT !Desired Settlement: PAY A TOTAL OF TWO REFUNDS; ONE FOR THE SPARK PLUGS NGK3789-PLUS SHIPPING--AND PAY REFUND FOR THE SHOCK- 503-79 IN `A.C. DELCO- PLUS SHIPPING ! IM SENDING THEIR INFORMATION TO THE CONSUMER FINANCE PROTECTION BUREAU AND FTC- THEIR SKIRT THEIR OWN RULES BY LIES!

Business

Response:

We are very sorry this customer received the rear strut when he in fact needed a front. It appears the part was mis-boxed at the manufacturer. Given the high cost of shipping it would require for him to return it, we simply refunded him for the cost of the strut and the proportionate amount of shipping he paid for it.

The spark plugs he is referring to are from order [redacted], which was placed in August 2012. The customer has now been given several opportunities to return the spark plugs for a refund; they did not fit his vehicle for an unknown reason. It was possible his vehicle was modified at some point. RockAuto has a 30-day return policy, during which customers can return parts for any reason. Simply put, we are unable to offer him a refund on the spark plugs at this point – it has been more than 1.5 years since he placed that order.

If this customer has had trouble using our website before and while placing his orders, we would have encouraged him to contact our Customer Service via email or phone, which is available 7 days per week. Since this is now the third Revdex.com complaint this customer has filed against RockAuto regarding parts he has ordered or received incorrectly, we encourage him to consider whether he wishes to continue placing online orders for parts and products he cannot see in person.

Finally, given the interactions and personal threats this customer has made to employees of RockAuto, we have informed him we will not be processing future orders from him.

Business

Response:

We are very sorry this customer received the rear strut when he in fact needed a front. It appears the part was mis-boxed at the manufacturer. Given the high cost of shipping it would require for him to return it, we simply refunded him for the cost of the strut and the proportionate amount of shipping he paid for it.

The spark plugs he is referring to are from order [redacted], which was placed in August 2012. The customer has now been given several opportunities to return the spark plugs for a refund; they did not fit his vehicle for an unknown reason. It was possible his vehicle was modified at some point. RockAuto has a 30-day return policy, during which customers can return parts for any reason. Simply put, we are unable to offer him a refund on the spark plugs at this point – it has been more than 1.5 years since he placed that order.

If this customer has had trouble using our website before and while placing his orders, we would have encouraged him to contact our Customer Service via email or phone, which is available 7 days per week. Since this is now the third Revdex.com complaint this customer has filed against RockAuto regarding parts he has ordered or received incorrectly, we encourage him to consider whether he wishes to continue placing online orders for parts and products he cannot see in person.

Finally, given the interactions and personal threats this customer has made to employees of RockAuto, we have informed him we will not be processing future orders from him.

Consumer

Response:

Review: One 19 March 2014 ordered two parts for my 2009 Dodge Caravan. Today the 26th of March after checking the carrier(USPS) site found a note that said that shipment was on hold due to need for customs payment. After a long conversation with customer service I was told that rock auto did not calculate customs charges upon checkout and that I would need to contact the USPS to pay the customs charges myself. This was after I have already waited a week for my 3-6 day international shipping which added approx. 60 dollars to my 90 dollar order. I still have no idea how to pay the international shipping charges because neither rock auto nor the USPS can give me a point of contact to make the customs payment to. Not to mention I am still without a part I was desperate enough to pay 60 dollars to ship a week ago.Desired Settlement: Refund of shipping and customs charges.

Business

Response:

When this customer placed his order on

March 19th, we presented a breakdown of his order costs on

the final checkout page. These charges included the merchandise cost

of $92.58 USD and the shipping cost of $62.58 USD. No additional tax

line showing a collection for taxes/customs was shown.

Per our Policies page

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

“If a tax line...appears on your order, we will pre-pay tax (and

any import duties which may apply) for that shipment...Prepayment of

tax is limited to certain countries, warehouses and ship methods. If

a tax amount does not appear for a portion of your order, we are

unable to prepay tax for that shipment...If taxes or other import

fees are due for a shipment, the carrier may ask you to pay them when

your order is delivered. To avoid surprises, please contact your

local customs office before placing an order to ask what charges may

apply.”

Since no tax line was shown on the

customer's checkout page, the customer would need to contact their

local customs office to determine what additional charges he would be

expected to pay upon delivery. As the 3-6 day international delivery

estimate predicted, the USPS tracking #EC559872505US shows the

shipment was ready for delivery and pending payment on March 26th,

within 6 business days of the order being placed. As our policies

page suggests, the customer would need to contact his local customs

office to pay the additional charges. Alternatively, he could contact

USPS for more information – the USPS public website offers a

Domestic & International USPS Tracking™ Contact Info phone

number of 1-800-222-1811.

Tracking information now shows delivery

on March 28, 2014 at 9:03 am, which indicates that the customer was

able to pay the necessary charges and receive his shipment. We stated

on our policies page that taxes/customs would not be included in the

customer's order total, and we suggested how to find out more

information about paying these charges. The customer received his

shipment in a timely manner. Thus, RockAuto will not be refunding any

shipping or customs charges.

Consumer

Response:

Review: I purchased a Cooling Fan Assembly VW3120100 for a 2009 VW Rabbit for $102.79. I found the price to be 34% better than the closest price you can find online ([redacted]). The advertised price included the image and listed {#1K0959455DHPFM, 1K0959455ET, 1K0959455ETPFM} part numbers included as part of the aforementioned assembly. I thought it was a good price and took a screenshot of the web page. What I received however, was a single 1K0959455ET (smaller of the two fans). I contacted the company to alert them of the issue and asked for replacement to be shipped out as soon as possible, as my vehicle was broken and I was renting a car. They said it was a "catalogue-ing" mistake and that the issue has now been corrected. However, instead of an exchange that could be shipped out to me asap, I was offered a refund within 30 days of shipping the item back and an opportunity to re-order the SAME part number at a higher $221.79. I contacted the company on two occasions asking them to make things right and stressing the fact that I'm renting a vehicle to go to and from work. They have refused even though I mentioned that they were registered with the Revdex.com. I think that for a company that advertises their specialty in high end auto parts this type of practice is unreasonable and is hurting not only the customer, by tying up the funds for 30 days (not including the shipping times), but their business. Had I known that my request would be met with such opposition and unwillingness to work through THEIR mistake, I would have bought from NewEgg.com. Even though it would cost me more, I would have had the part installed by now and not have to pay for my rental. I have placed an image of the screenshot I took prior to placing my order. It can be found here for your reference: [redacted]Desired Settlement: I would like to give RockAuto.com one last opportunity to make good on their promise to deliver high quality parts and customer service even if it costs them a little in mark up. After all, it was their mistake that I'm paying for now.

Business

Response:

When

this customer ordered, we mistakenly listed part #1K0959455ET as an

alternative part number for the complete radiator fan assembly part

#VW3120100. We now understand part #1K0959455ET was only a component

of the assembly. When the customer reported that only the smaller of

the two fans was received, we discovered the error. We updated our

catalog and sent the customer a prepaid return label to send the part

back for a full refund on the order. The full assembly #VW3120100 is

available, but is over $100 more (which is significantly more than “a

little in markup”) than what the customer paid on his order for

what we now understand was only one component of the assembly. We

apologize for our error, but we are unable to provide the customer

over $100 in additional compensation.

As

our FAQ

page states, “Refunds typically take up to five

business days to be issued” from the time the return tracking

number shows delivery to our warehouse. (The customer may have

confused this time line with our 30 day return window.) The return

tracking number from the label we provided the customer does not yet

show the part was given to FedEx, but we will provide the customer

with a full refund upon return of the incorrect part.

Review: I was quoted one shipping rate at the time of my order and charged an entirely higher shipping rate without my approval on my credit card. When I attempted to resolve this situation with the company, Rock Auto, on 8/9/14 through their customer service representative, I was told, they dont have time to call everyone with a PO Box to resolve shipping issues.I was quoted 2 packages would be shipped at a cost of $13.40 and $13.30 for a total of $26.70. When I checked my email confirmation, I noted that the items shipped for $70.10. I was never contacted to approve these additional shipping charges. Rock Auto contends that they do not have to notify customers of increased shipping fees, and my position is that unless I authorize additional charges, especially of an exorbitant amount, yes they should notify customers far above what was quoted. I find their policy lazy and unethical.Desired Settlement: I feel I am owed the difference of what I was quoted and what I was charged for shipping since I never authorized the additional amount.

Business

Response:

Before the

customer submitted her order by clicking “Place Order,” our final

checkout page showed that shipping costs to the P.O. Box she chose as

a shipping address were $70.10. After she placed her order we showed

an order confirmation screen and emailed an order confirmation, which

both also showed this shipping cost. No refund will be issued.

Consumer

Response:

Review: on tuesday dec 2 2014 around 0700 hours, I made another purchase from rockauto llc on the internet. rockauto had already sent me a defective part last week,so I reordered another one. I paid quite a bit extra for 2 day express service thru fedex. on rock autos website it clearly states that if you make an order late in the day( central time I am eastern time), then order may not be processed until next business day. this implies that if order is placed early enough ,order will be processed same day. since I did this order very early in the morning, for an item rockauto had in stock, this order should have been processed that very day for fed ex to pick up. even if the next day( wed dec 3 2014) this item should have gotten here in 2 days. thats wed and thursday is 2nd day. I paid for express 2 day delivery on the morning of tuesday dec 2 2014 and got this item friday dec 5 2014. that is not 2 day that is 3 day delivery. even the box states shipping date wed dec 3 2014. wed is 1 day, Thursday is 2nd day. I got it on the 3rd day. fed ex refuse to do anything and when I called rockauto and spoke to a male customer service agent named mike, he was very rude, refused to help me and stated that I got this in 2 days. Thursday WAS 1 DAY, FRIDAY WAS 2 DAYS..his counting is a little off.he refused to help so I told him what legal action I was taking, rockauto ripped me off.Desired Settlement: I want 100% full refund including all shipping costs to me and back to them. box has not been opened I cant use it now....

Business

Response:

This

customer ordered Tuesday, December 2

at

12:42 PM (not 7 AM) and chose 2 business day express shipping. During

checkout, we show a “You should receive by” date that said to

expect the order December 5th.

The order was delivered December 5th

at 11 AM.

Our

FAQ

page explains “orders placed by

noon central time usually ship the same day but we cannot guarantee

that an order will ship the same day it is placed.” The

customer received the part and shipping service he paid for, so no

shipping costs will be refunded.

We

found a previous order from this customer for the same part but no

problems were reported. If that part was defective, he can set up his

return using the Order

Status and Returns link.

Review: My husband and I ordered parts from Rock Auto's online catalog. He wanted a front right and front left caliper. He needed it for a specific size wheel. The catalog made no mention of the wheel size so we just assumed the part must be universal. So, we got them in the mail and he put them on the car and drove it. He noticed that the front left was grinding so he took the part off and discovered it was not the right part since it should not have ground like that. He called Rock Auto and they did nothing. He called back again and nothing so he asked to speak to a supervisor and they refused. Then, I got on the phone and explained again that he got the wrong part and it was grinding the brakes while on the car. I explained that there was no way the average person had of knowing whether it was the correct part or not since the catalog description for that part did not say what size wheel it was for. Other manufacturer's descriptions on the website stated what size tire it was for but the calipers we wanted did not specify, which would lead the average person to think that the part would work on any wheel size for our particular make and model of car. The person on the phone was adamant that we were wrong and had ordered the wrong part. When I asked to speak with the man's supervisor, he refused. When I pushed the issue, he put me on hold and when he came back on, he said he'd already spoken to his supervisor and that no one there agreed with us. I continued to press the issue about speaking to his supervisor several times and he said his supervisor was sitting right next to him and they all agreed that we were wrong. I said again that if his supervisor was right there, I wanted to talk to that person and he refused again, which led me to believe that he never even talked to his supervisor but was afraid he'd get in trouble if he let me talk to that person. Why couldn't he just hand the phone to his supervisor? I believe he lied and his supervisor was not there. Then he hung up on me.Desired Settlement: We want a replacement part for the 13" caliper that was sent & instead we need a 14" caliper for the front left brake/wheel of our vehicle and we want an even exchange with no charge and no shipping charge. If it does prove that the part has ruined the brakes on the car (which will have be be inspected - and we will be honest about this - if there is no damage, we will report that there is none or not mention it since there may be not damage) we want to get replacement parts free.

Business

Response:

The

part listing for the caliper the customer ordered specified for

vehicles with CAST # 22-13 on their original caliper.

The customer did not match up the cast number in the part description

to what they have on their vehicle. As our

Help

page explains, we accept returns of uninstalled

parts within 30 days, but since the customer ordered incorrectly and

installed the part on a vehicle it was not advertised for it is not

returnable. Any damage caused by installing the misordered part is

not refundable. The customer was told this information by multiple

representatives here, including a supervisor. Further explanations by

additional representatives would not have been productive or changed

the outcome. As previously explained, no return of the misordered,

installed part will be accepted.

Consumer

Response:

Review: refund of cost of product returned. do not wont store credit.

rock auto's return software wizard decided that I did not wont part. (could only select certain answers, mostly wrong part and part not needed). (wizard reason for return was part not wanted). customer service sent picture through net for proper part to order. returned wrong part for credit but did not get credit for shipping. customer service says its company policy. again I do not wont store credit, I wont credit for part for $55.79 and shipping $25.39 (FEDEX TRANSACTION [redacted])

Business

Response:

Our

part listings specify that that there are two front mufflers

available for his vehicle, and that one of them is an optional

muffler. This customer purchased both mufflers for vehicle, but only

needed one. As our Help page explains

(http://www.rockauto.com/lang/en/answersTab4.html#Returns),

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. The customer set up a return for the extra

muffler. Our online return prompts asked if he preferred his refund

to his original form of payment or in the form of store credit. He

chose store credit on 3/28/15, so that's how his refund was issued on

4/3/15 when the return was received. Since we shipped the part the

customer ordered, no shipping was refunded.

A

month after his refund was issued (5/6/15) he asked to change the

refund from the store credit he chose to his original payment method,

and we explained we were unable to make this change once the refund

had been issued (especially after this much time has passed). He

requested the same thing two months later in July, and we again

explained the refund type he chose in March can not be reversed 4

months after he voluntarily chose to receive his refund in the form

of store credit. We have refunded the customer for his unwanted item

in the form of credit he selected; no further or change of refund

will be issued.

EXCELENTE SERVICIO

RockAuto.com is AWESOME. Much better prices than in stores, very fast delivery, and excellent quality products.

I have bought parts from RockAuto several times. I have always been pleased with the service. I like their pulldown on parts by vehicle year, and I especially like how they list different manufacturers for the parts.. I can (generally) discriminate between good/better/best parts.

Excellent company to do business with, should be more like it. Really have nothing negative to say at all.

I love this site. The prices are so much cheaper than the auto parts stores in my area. I will definitely recommended RockAuto to anyone who is needing to buy auto parts.

I have made several purchases through RockAuto and have found the company to be very professional, courteous, and to provide excellent, fast service. I highly recommend them for any online auto part purchases!

Good supply of Parts, always reasonably priced. Delivery to Britain is not to slow,Would recommend to friends

Good Stuff. I've ordered quite a few parts from Rock Auto and haven't had any problems, and the ship time is good.

Great place for quality cheap parts.I would definitely recommend it to anyone.

I was referred by a Auto Parts shop and I've been a repeat customer since. The prices are far better than most,customer service is on point, shipping beats my anticipation and overall a more than satisfactory experience.
Keep 'Rocking' Rock Auto Parts.

Best price on the part I needed, ordered on Sunday and part arrived on Tuesday. Even though I often find Fed Ex shipping slow and usually won't buy from vendor who ships Fed Ex, this transaction was great !

Always professional. Quick shipping. Very competitive pricing.

Good and timely delivery. I have always been happy with Rockauto's service. I highly recommend them.