RockAuto

Customer Service is clueless. Shipping method is flawed. Package was in the process of being sent to my billing address instead of my shipping address so when I call about it the customer service specialist told me that my package was just in Nashville for sorting. Which doesn't make sense at all considering the package came from Georgia, went 2 hours completely past the delivery destination to be sorted and then come back to the delivery destination(How!? Why!?). Now the package is mysteriously delayed after my call to customer service asking how or why it ended up in the area of my billing address and not my shipping address. Its been 4 days since I ordered this part from them. I didn't realize it takes 4 days to come 2 hours. Maybe I will never understand.

Review: I Ordered A Part From Rock Auto And It Would Not Fit On My Truck (2000 GMC Sierra 1500 5.3L) So I Sent The Part Back For A Full Refund And They Charged Me Shipping ($5.52). A Full Refund Would Be For The Full Amount Of $22.31 USD. I Received $16.77.Desired Settlement: FULL REFUND Amount Of $5.52

Business

Response:

While catalog

errors are rare, they do occasionally occur. We apologize we didn't

catch this sooner, but considering we seem to have a catalog error

for this listing which resulted in the part not working for this

customer, the customer has been refunded in full (including all

shipping) to his original payment method for this return.

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: Today, I ordered two ignition coils for a 2002 Saturn VUE 3.0 after confirming, both online and by phone rep, the items were in stock. Later today, after arranging for mechanical help to install the items this Friday, I received an e-mail from RockAuto stating one of the coils was N/A (from a very large aftermarket company – [redacted] – which shows the item readily in stock) and I could choose one of the others for added cost (all others were inferior quality and superior price) – a typical bait and switch move. I called and was told the same, without resolution and with immediate order cancellation by the support rep. Additionally, their customer support personnel, including their supervision, were totally unsympathetic, rude and terse.Desired Settlement: My request is for the two ordered parts to be at the delivery location NLT 0800hrs, EDT Friday, 30 August 2013 at no extra delivery charge, with an additional 5% reduction for the hassle caused from this issue (for a total of 10%, as I used a discount code for 5% off during the original purchase). Also, the company support personnel need to re-evaluate their customer service skills to better serve their customers.

Business

Response:

We are very sorry our warehouse did not

have the two [redacted] ignition coils this customer ordered in stock. We

do not engage in bait and switch moves; we simply inform our

customers when the products they have ordered are out-of-stock. When

parts are unavailable, we offer alternatives that fit the same

vehicle for which the customer ordered. We are uncertain how our

out-of-stock issue can be construed reasonably as a bait-and-switch

practice, because we did not provide this customer with a product,

nor did we charge the MasterCard he used to place the order. We are

unable to ship products to customers that our warehouses do not have

in stock. Again, we sincerely apologize for the inconvenience these

out-of-stock ignition coils have caused.

Consumer

Response:

Review: I Purchased three Brembo brand brake rotors from RockAuto, LLC. The brake rotors I received from RockAuto, LLC were not made by Brembo. RockAuto, LLC took no responsibility for selling me Brembo brand brake rotors and then shipping me brake rotors not made by Brembo.Desired Settlement: I want shipping refunded for the original purchase as well as the return. I want the purchase price of the products to be refunded. Based on the business practices of RockAuto, LLC I want the rating of RockAuto, LLC lowered.

Business

Response:

Mr. [redacted] purchased brake rotors from RockAuto, and according to what he described to us, we sent him

the brake rotors for his vehicle that came in boxes with the correct

part numbers and brand name, Brembo, on them. His complaint was that

manufacturer's name was not stamped on the parts themselves, which he

had seen on previous Brembo rotors that he had used. With hundreds of

thousands of parts in inventory, RockAuto is not able to track whether

a manufacturer stamps their name on every part that they manufacture,

or even if they actually manufacturer all of the parts that they brand

as their own (which is explained in our frequently asked questions

portion section of our website, by following this link:

http://wwwfromoffice.rockauto.com/lang/en/answers.html#DIFFERENT .) We

have provided Mr. [redacted] instructions to return the brake rotors for a

refund - but he will need to pay return shipping and his refund would

not include the original shipping costs, because while he is free to

return them for any reason, we don't cover shipping in cases where we

provided the parts that were ordered.

Review: I ORDERED A PART FROM ROCK AUTO THIS MORNING THE CATALOG SAID IT WOULD FIT MY CAR. THIS EVENING I LOOKED AT THE CAR AND THERE IS NO WAY IT WILL FIT MY CAR. I CALLED ROCK A FEW MINUTES AGO AND THEY SAID IT WAS ALREADY SHIPPED AND I WOULD HAVE TO PAY RETURN SHIPPING.Desired Settlement: Since rock auto's catalog said it would fit my car and its not even close to fitting my car, I think they should pay return shipping

Business

Response:

We list more than one catalytic

converter

for the 1981 Subaru GL in our

online catalog, which includes

footnotes and

photos to help customers choose the correct one. Mr. Robinette

ordered

Beck/Arnley part # 1205004, which is listed for the two wheel drive,

non-station

wagon version of this model. He used the information in our

catalog to

determine that this part won't fit his car, but only after he

placed

his order and we had shipped it. He can return the part for a refund according to our return

policy, but we don't cover the return shipping costs if he

simply

picked the wrong part.

Consumer

Response:

Review: I purchased all new Power Stop rotors, calibers, and brake pads from Rockauto.com. I attempted to install the products and ran into issues in nearly every part of it. I managed to get the car to the mechanics shop around the corner from me only for them to tell me that the product I was sold was "junk". (it should be noted that they advised me to go buy the product from Advanced Auto, which I did, and at no point tried to sell me their products). The calibers I purchased had to be machined in order to fit properly and even then they did not fit 100% correct. Three of the four calibers were either frozen or the piston rods were not allowing proper movement for the connection to the pads.

I decided at this point to return everything given the low quality of the products and purchase new. Mind you, at this point I had spent over $300 in labor trying to get the Power Stop products to work properly on my car. This cost would have never been incurred if I had been sold quality products.

I took all the Power Stop products off and installed new products purchased from Advanced Auto. All of their products worked 100% out of the box and bolted on with no need for adjusting of any kind.

The problem is that Rockauto, after selling inferior parts, does not want to pay for shipping to have those parts returned. I spoke with [redacted] at Rockauto who was very nice and sent me a postage paid return for the calipers only and then told me that in no uncertain terms they would not pay for the return of products that "might" not have been defective. As far as I am concerned when it comes to brakes I want them to work without a flaw, these are 100% responsible for life or death on the roads and highways that I drive every day. If three out of four parts of a product are failing out of the box, I will not give the rest of their products the chance to prove faulty.Desired Settlement: I expect for Rockauto to pay for the shipping to return all of their merchandise.

Business

Response:

This customer purchased 4 calipers and

a Rotor and Brake Pad Kit. When he reported the calipers were

problematic, we provided return instructions and offered to cover all

shipping costs for the bad parts. He did not report any specific

problems with the Rotor and Brake Pad Kit. As our Policies

page explains, shipping charges are not refundable unless the return

is due to our mistake. If he decides he doesn't want the kit, we

don't mind taking it back but he is responsible for the shipping cost

of the kit.

Consumer

Response:

Review: Ordered a fuel pump offline from Rock Auto and it ended being the wrong one. They never had any part on their site for me to put in my vin to see if it is the right part. They are refusing to take care of the shipping charges to send this part back.Desired Settlement: Total cost for shipping part to me and cost for sending them their part back along with the cost of the part needs to be refunded.

Business

Response:

As

our online

tutorial on our FAQ page explains, customers using our site

search parts under their vehicle's year, make, model, and engine

size, then select parts based on the descriptions in our listings to

ensure proper fitment. This customer disregarded the detail in our

part listing which specifies that this fuel pump is for vehicles with

“Engine VIN J.” The customer is unwilling to look

at his VIN information, so we can accept his return within 30 days

but, as our Policies

page explains, shipping charges are not refundable unless the return

is due to our mistake.

Review: I purchased a Catalytic Converter on 2/24/14 for a 1999 Audi A6. The Catalytic Converter stopped working approximately a months later. The engine light would come back on and off. So about a month changing the catalytic I had problem with it. The reason I know it was the Catalytic is because I took it to the Audi dealer and a local shop. Both of them told me that I had to get a new Catalytic.

Than I called RockAuto, to see what the warranty was on this part. They told me it was 25,000 miles for external shell, pipes, flanges, flex couplings. At the time I was barely driving that car and it was also only 5 months. I know that I did not drive more than 25,000 miles. After I described her what happened to the Catalytic she told me to send it back in and it will be covered in warranty. So than I bought another Catalytic because they were suppose to refund me my money. So that Catalytic I bought on 7/14/14. It has been over 5 months and I have not had a problem.

About a week later RockAuto called me and said it could not be covered under the warranty. So they shipped the bad catalytic converter back to me. I asked them why it was not being covered; they had told me my engine was causing the catalytic to overheat. But if that was the problem why would the other catalytic converter not get overheated. Since I have gotten the replacement the check engine light has not been on.

The person that I was talking to was not really helping me out, so I told her I wanted to talk to the manager. She told me she was the manager. So I told her that I spend about $15 to ship to them and bought a brand new catalytic also. If I would have known that I was not going to get my refund I would have never spend that much money again.

Overall she was not very helpful and not very understanding. Looked like she could care less if I was unhappy. Did not really resolve the issue and told me she could not do anything for me.

First Catalytic Converter Order # [redacted]

Order Date: 2/24/2014

Order Total: 269.13

Second Catalytic Converter order # [redacted]

Order Date: 7/14/2014

Order Total: 246.90Desired Settlement: I would like a refund for the Catalytic Converter that I bought because it was supposed to be covered under warranty.

I purchased it for $246.90

Business

Response:

When this customer reported a problem with his converter, we

explained that with the information he provided (that it was throwing

a code) we could not guarantee it would be covered under the

manufacture's warranty. We explained that typically catalytic

converters are only covered if there is a structural problem. If it

failed due to another problem in the vehicle, it wouldn't be covered

by warranty.

The customer ordered a new converter,

then contacted us for warranty return instructions for the old one.

He said that he replaced the oxygen sensors and the converter. We

reminded him that if it wasn't the converter that failed but was

something else in the vehicle that caused the problems with the

converter, he would not be refunded for the returned part. The

customer returned the converter, and the manufacturer determined it

was not a faulty converter but rather that it had overheated from the

engine. We informed the customer that since the converter was not

faulty we could not refund for it and returned it to him at his

request.

Parts can quickly or slowly

deteriorate with overheating, so it is likely the new converter will

eventually fail as well if nothing else was replaced. The customer

told us that he replaced the oxygen sensors. If the replaced sensors

were responsible for the first converter's failure (a common

problem), then the new converter should function without problem with

new oxygen sensors installed. Since the converter we sent the

customer was not a defective part, no refund will be issued.

Consumer

Response:

Review: I placed an order for a part on Wed and before finalizing, I noticed that standard shipping would have my part delivered on Monday the 16th of Feb. I changed my shipping preference to 2 day priority shipping with an additional $56.00+ charge with a delivery date of Friday 2/13. After processing my payment, my delivery date has changed back to the 16th, but I was still charged the priority shipping fee.

I contacted customer service on Thursday and spoke with 2 customer service reps(the first being extremely rude) and another who identified themselves as a supervisor. Each in turn proceeded to tell me that from a Wed order a Monday delivery was 2 business days, and that UPS did not deliver on Saturday. Interestingly enough, I receive several shipments a year on Saturdays from UPS.

If at the time of purchase I had been notified that 2 day priority shipping would have in actuality been 4 day regular shipping I would have gladly paid for one day shipping, however, this was not disclosed at the time of purchase. Indeed it was stated that two day shipping would have been delivered on Friday (which would be 2 days) and then changed after processing to regular type shipping delivery date. At no point during my conversations with customer service was I offered any type of resolution to my issue. I was made to feel ,as a return customer, that my issue was of no concern to them at all and that I would just have to deal with it if I chose to do business with this company. I could have taken my business to a local parts supplier and received my parts for approximately the same price (once expedited shipping was included) but I would not have received them in a time frame I needed. I chose to patronize this business because of the offer of expedited shipping and was thoroughly misled.,Desired Settlement: I would like a full refund of the additional shipping charges to be refunded to me immediately.

Business

Response:

Our final checkout page asks customers

to allow one business day for our warehouses to process orders. This

customer placed his order Wednesday evening and selected FedEx 2

Business Day Express as his shipping method. At this time, our

website showed him that the expected delivery date (shown as “You

should receive by” on our site) was Monday since Saturdays are not

considered business days for standard FedEx Express shipments and we

planned to ship the order Thursday. We showed this same expected

delivery date on the final checkout page before he placed his order.

The two parts he ordered shipped from

two locations. We were able to ship one part early on Wednesday

evening and one item Thursday morning as planned. The part shipped

Wednesday reached the customer a day early on Friday. The part

shipped Thursday was scheduled to be delivered 2 business days from

the day of shipment on Monday as we communicated to the customer.

Due to a declared Ice Storm Warning in

eastern Tennessee, FedEx has been unable to deliver the second

package. We're sorry this customer's

order is delayed. As our

Polices page explains, shipping

charges are not refundable unless the return is due to our mistake.

FedEx does not issue

refunds for delays caused by local or national weather conditions

(“acts of God”), so shipments delayed due to the storm aren't

eligible for a refund or credit under their money-back guarantee

policy. We shipped the customer's order on time and the delay is out

of RockAuto's or FedEx's control, so no refund will be issued. FedEx

is working hard to get shipments delivered as quickly as possible as

weather conditions allow.

Review: I purchased a radiator and a radiator cap and when package arrived I found the radiator to be unusable due to a crack in plastic. The radiator and the cap arrived in the SAME package, so when I printed the return form from rockauto.com, I sent both cap and radiator back as that is how it was shipped to me. I purchased a new radiator and cap from an auto store locally as I did not want to risk another broken radiator. Upon rock auto receiving my package, I found they only refunded the shipping cost of the radiator, NOT the cap. I have called and spoke to customer service and have been told I am NOT eligible to receive a refund on the shipping for the cap as it was not damaged and I chose to send it back not wanting it any longer. I also sent it back with the radiator because the two were packaged together when they were shipped to me. I will not be doing any business with rock auto moving forward due this.Desired Settlement: I would like the remaining shipping that I paid to be returned to me as I returned both products in the exact package they were sent to me in. They were packaged together upon arrival to my house so it made since to package together sending back.

Business

Response:

Since the radiator and cap shipped from the same location, they were

put into a single shipping box that fit both. 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. Since we made a mistake by sending a damaged

radiator, all shipping was refunded in addition to the part cost for

that radiator. Since no mistake was made on the radiator cap but it

was not wanted, shipping is not refundable. These parts were returned

to the same location, so we covered the return shipping of both

parts.We have refunded the customer in full, except the outbound cost

of shipping the unwanted cap.

Consumer

Response:

Review: Regarding order number [redacted] (ticket #[redacted]. I attempted to return a part without the original box. Unfortunately, the original box was disposed of before we attempted to install it. Rock Auto denied the return due to the fact the original packaging was not set back with the part. Their explanation was based on the fact that they the packaging in order to restock. HOWEVER, I returned a pair of shocks this summer on a warranty issue. Again, the return instructions were exactly the same: THE ORIGINAL PACKAGING MUST BE SENT WITH THE RETURN. After talking with a customer service rep and explaining the boxes for the shocks were disposed of, the CSR told me not worry and just return. I received a full credit. My complaint is that the return instructions are EXACTLY the same for warranty and non-warranty items. If the original packaging is needed for non-warranty and NOT needed for warranty items, why isn't this distinction specifically stated in the return policies? The consumer does not have this information. I just expected a full refund this time based on my previous experience returning the shocks to Rock Auto. Again, my complaint is that their return policy is not being consistently followed in my case. If the original packaging is specifically required for all returns, why did I get a return for my shocks without the packaging? I will continue to use Rock Auto if they just provide store credit!Desired Settlement: Either a full refund to my credit card or I would accept store credit. Also, they need to clarify their return policies so consumers are aware of a consistent policy.

Business

Response:

I apologize for the frustration Mr. [redacted] has experienced. However, as our Help page explains, we do require the original, unmarked manufacturer’s packaging for returns. We were able to make an exception on his previous return and allow the warranty return without a box, but are unable to make an exception now. Mr. [redacted] may contact us directly to make arrangements to have the part returned to him, at his shipping expense.

Consumer

Response:

Review: I ordered a hose for my air conditioner that matches the description on RockAuto and when it arrived it was not the correct unit and now they are trying to charge me for the return of the item this is the fourth time from Rock Auto that I have gotten the wrong product the return policy is so complicated it's such a pain I didn't even try to return the other items when I order from RockAuto it seems like these items are used damaged returns one of the wrong brakes as I got had a dealership return tag from a dealer in Indiana I am not happy with the product that I'm getting from Rock Auto and I feel I should not be responsible for any of the cost of the wrong productsDesired Settlement: Send a shipping label with a full refund

Business

Response:

We are sorry for the frustration with Mr. [redacted]’ order. The hose he purchased was listed incorrectly as fitting Diesel engines. We have corrected the catalog and emailed him return instructions with a pre-paid shipping label (attached). Mr. [redacted]’ refund will be issued once he returns the part.We're sorry to hear there may have been other problems with past orders. This is the first we've heard of any other issues, but if they aren’t usable parts he can report the problem and set up returns on our Order Status and Returns link: http://www.rockauto.com/orderstatus

Review: Order a carburetor for a customer's car at the end of December. After installing it I found it was flooding itself with fuel . I had Rock Auto, LLC warranty the part. The second carburetor had a frozen choke assembly. They told they would not warranty that one because I was past the limit for returns. But I was still 2 weeks from the deadline. I had to email them a picture of my receipt that proved I was still in the time frame. The third carburetor they sent me has screws that are sticking out by a 1/8-1/4". They told me that I am past my deadline & there is nothing they can do for me. They also said Just tighten the screws & everything should be fine. I don't trust this carburetor & I should not have to secure a part I spent almost $275 for. I also paid about $30 on shipping every time I sent a part back. I just wanted a good part, now I just want my money back in my account. Also my customer has been waiting 3 months for their car & that makes my company look bad. Thank you, [redacted]Desired Settlement: I just would like the money back in my account & to never deal with this company again.

Business

Response:

We are sorry that Mr. [redacted] had trouble with the carburetor he purchased in December 2015. We shipped a replacement part in February as requested. Mr. [redacted] contacted us again in April saying the second unit had also failed. Autoline made an exception to their 90-day warranty to replace the unit a 3rd time. We understand Mr. [redacted]’s concern about loose screws on the new unit, but the manufacturer, after reviewing the photos Mr. [redacted] provided, has stated this is not a warranty condition and the part will be fine once those screws are tightened. Our Warranties page explains that, like other retailers of branded products, RockAuto honors 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).

Consumer

Response:

Never mind the refund. I have too much work to take care of to fight this. I know this company was hoping for this, so they win. It seems Rock Auto is going to keep fighting & standing up for their horrible service. The only reason I did not get the carburetors returned by their deadline was they kept sending me bad carburetors (3 of them) & the shipping time back & forth(which took a week each way, 6 weeks by it's self) & waiting for them to respond to my e-mails & phone calls. Their deadline is also from the first purchase date regardless of how many faulty carburetors they sent me & the time for setting them up on the car only to realize I received another bad carburetor & the bad customer service & shipping times back forth & money spent (about $90.00)on shipping back & forth 3 times. I hope they don't scam some one they way they scammed me.

good prices, great service.

Used Rock Auto quite a bit over the past month for numerous replacement parts for my 2005 Trailblazer. Finding the parts, ordering the parts, and receiving the parts was exceptionally easy. Kudos to Rock Auto, and I'll be back.

great company ! I have purchased parts for my trucks and cars for about 3 years now and have ordered over 10 times from them and have never had an issue with anything ! Parts are as described and arrive in a very timely manner as well !

I've used this online auto parts for years and have never had issues.
They are very efficent.

First order came quickly and the price was great! Core refund handled swiftly! Thanks for such professional service! Look forward to ordering again and again. Will tell everyone interested in purchasing auto parts about "Rock Auto"!

Having used Rockauto several time they have never failed to impress me.

Great Prices, compared to other sites I Visited..