RockAuto

Rock Auto's website contains no Freight Shipping instructions about having to be home to receive the shipment. This is only imparted to the customer after the order is placed, via confirming email. Furthermore, the shipper reports that they will not remove the cargo from their truck. I must somehow remove the shipment at the curb line in front of my home. What am I paying $130.00 for???
The customer service rep just talks on top of me when I am trying to convey my frustration. He doesn't give a darn about my business, so I choose to take my business elsewhere from now on.

I do not recommend ordering any parts from Rockauto.com. They knowingly sold me a catalytic converter that was illegal in CA. At the time of purchase the part was not clearly designated accordingly. The confirmation email (receipt) did not state that the part was illegal in CA.

I would just like to share the experience I had with rockauto. I paid 18$ extra for expidited shipping. I received an email from rockauto confirming a Feb 18th delivery. I did not receive my part today Feb 18th. I called rockauto I spoke with customer service supervisor [redacted] advised me he would not refund the money and he assured me that he made the decision on behalf of rock auto and assured me there was no one else I could speak with. He refused to refund the shipping and hung up the phone . I wasn't even upset about not receiving my part I just asked for a refund on the expidited shipping. I would strongly reconsider buying anything from this company

Rockauto supplied me with new brake shoes in May 2015, that had severe cracks and lifting of the linings, brand name being Centric. As I had them shipped to UK, they insist I return at my expense for refund. As this will cost more than the items are worth, then reshipping and repeat import fees, it makes me wonder if this was their way of disposing of known faulty items to UK customers, with little chance of return. Wouldn't recommend them. Anyone fitting such items could have risked death, and Rockauto a Corporate Manslaughter charge.

Our first order they shipped a broken headlamp. In order to send it back we had to drive 40 min. to a Fed Ex store. We tried customer service again and they told us they couldn't help because they were only the answering service. No customer service and poor products.

Review: I purchased wheel hub/bearing assemblies for my Dodge Caravan at the end of May. Both hubs were listed as "Closeout" items, with a 30 day warranty.

These items were purchased at the end of May.

These parts were part of a large overhaul project, including new suspension parts, fuel system parts, and other repairs.

My vehicle finally became road worthy in July, and 3 days after placing the vehicle back on the road, the front bearings began to make noise. These bearings are sealed units, and can not be serviced in any fashion. Initially I thought only one unit failed, however I have discovered that both units failed. Again, the failure was after 3 days of being on the road. Upon removal and inspection, it appears these units may have been shipped without any lubrication. Again, these units are sealed, and can not be lubricated outside of the manufacturer.

I contacted RockAuto, simply asking for a refund. They have declined to offer any refund, citing their 30 day warranty. How a unit can fail after 3 days of being used is beyond comprehension.Desired Settlement: Refund of the charges for the parts plus shipping.

Business

Response:

We're glad we were able to work out a

resolution with the customer directly. The customer will receive a

refund in the amount of the order total in the form of store credit

within 5 business days. We look forward to the customer's continued

business.

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].

RockAuto has in fact already issued a store credit to me, and I am very satisfied with this.

I appreciate RockAuto's prompt attention to this, and the Revdex.com's assistance with this.

Regards,

Review: They have refused to refund me a core charge even after I sent the item back to them. They say the item is unusable and I am in agreement with them. That is the whole purpose of me having to buy a new one. It is an unethical way for them to collect large sums of moneys from customers with the promise of a return when there is never going to be one issued. Customers do not but new car parts if the old ones are still useable therefore Rock autos claim of a core charge is invalid because they never had any intention of refunding that money to me. I was cheated out of an additional $100.00 because of this.Desired Settlement: Refund me my $100 core charge.

Business

Response:

This customer purchased a crankshaft

from RockAuto. Some parts we sell, like this crankshaft, are

remanufactured and have core charges associated with them. The core

charge is a deposit that the manufacturer charges us, and which we

pass on to the customer, to encourage the return of old parts to be

remanufactured. Customers pay the core charge when they place their

order. If the core is returned to the manufacturer and is in

rebuildable condition, then core charge is refunded to the

customer, the manufacturer rebuilds the part, and the part is resold.

As our FAQ page states, “Cores must be complete, rebuildable,

fit the same vehicle application and be returned in the box the

remanufactured part came in...Obviously,

the core won't be working well (or you wouldn't have replaced it) but

it can't be smashed, rusted solid, or

otherwise unusable

(http://www.rockauto.com/lang/en/policy.html#Cores).”

When

our manufacturer received this customer's core, they found that it

was

not able to be rebuilt because there was a damaged keyway. Thus, the

core could not be rebuilt and resold, and no core credit could be

provided. We contacted the customer to inform him that the core was

unable to be rebuilt and asked if he would like to have the core

returned to him. We explained that as an exception to our policy

(which states that the customer is responsible for the return cost of

cores) we covered the cost of returning the core to our manufacturer,

so if the customer wanted the core back he could pay to have it

shipped back to him. The customer replied with a lewd response that

indicated that he did not wish to have the core returned back to him.

In accordance with the customer's preference, we did not return the

core to the customer.

To clarify, we

do not expect cores to be in working condition, but they do – as

our FAQ page states- need to be in rebuildable condition and this

customer's core did not meet this criterion. We do not, as the

customer indicates, promise or guarantee that the core refund will be

issued, and we publicly inform our customers that cores need to be

rebuildable in order to be refunded. It is rare that a core is not

rebuildable, but in this case it was not able to be rebuilt. We have

gone beyond our usual policy and covered the cost of returning the

customer's core. No refund will be issued to the customer,

considering RockAuto has abided by a standard core return policy and

has already payed for the customer's return shipping costs.

Review: I needed a driver's side window regulator and motor assembly. The parts on Rockauto were listed left or right not driver's side and passenger side, s0 I spoke with someone from Rockauto.com and told him I needed the driver's side parts, and asked the employee how do you determine whether this is the right side or left side of the car? The employee said if you are standing outside the car, facing the front of the car, the driver's side would be on the right side. And if you are in the car or to the back of the car, the driver's side would be the left side. The answer was confusing. So he went to the website and looked up a part number which he emailed to me. I ordered the part. My order number was [redacted]. When the part arrived, it was the wrong side...the passenger side. I called Rockauto and they gave me a return slip. I sent it back to them in the inner box on which was printed the manufacturer's label. Rockauto said they could not accept the return because the manufacturer's label was covered by tape from the postal worker who was taping up the flimsy box. I could not send it back in the outer box because that was a much bigger box with other parts inside. Because of this, Rockauto is refusing to refund any of my money. They said they can only send me back the part (the wrong one) if I am willing to pay shipping, or if not, after 30 days, they will throw it away. They said the only way I can get the correct part is to make another order, and pay for it, but they can't exchange it.Desired Settlement: I want a refund for the part I sent back, or the correct part sent to me at no additional charge.

Business

Response:

As our FAQ

page explains, the side is determined as if you are sitting in

the vehicle. We also include an image to help customers order

correctly. We're sorry if the customer was confused, but he ordered

and we shipped him the passenger side part.

When he returned the part he did not

return it in a shipping box as #4 in our return instructions asks

customers to do: “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.” If the box used to

ship it to the customer was too large, the customer could have used

another shipping box. The manufacture's box can not be resold due to

USPS labels covering the manufacture's part information on the box,

so the customer can either have the part returned to him at his

expense or we can dispose of the part. Since the customer ordered

incorrectly and then did not follow our return instructions, no

refund will be issued for this part. If the customer needs another

part, he can place a new order for the part through the site.

Consumer

Response:

quick,easy and convenient with many shipping options

shipping was really fast prices are always great I don't buy my major auto parts anywhere else

I have purchased from RockAuto a few times over the past several months. RockAuto has become my "go to" place for auto parts. Their web site is the best and all aspects of ordering, payment and shipping is superior. Any problem I have had was quickly handled. Even the return process is well organized and uncomplicated.

Fair prices. Informative web site. Full disclosure of shipping, taxes, duties and fees. What you see promised is what you get. I am a very happy repeat customer.

RockAuto is the BEST place I have used in the last few years to order auto parts. Excellent Internet front end to provide 'help' in getting the correct part, and determining all costs. As well, the quality of the parts are reasonably good, they stand behind the parts, and lastly, even the lowest cost shipping options are very fast. I luv this company! Note that my experiences are over several YEARS and MANY orders.

great prices and will really work with you.

Ordered many times on various autos. Have always had exceptional service. Will continue to use RockAuto.

I like this place

ROCK AUTO SERVICE AND PRODUCT ARE GREAT, WONDERFUL, TIMELY,, I WILL USE THEM AGAIN.

Supper service, and the best prices. I had to return one part that I didn't need, easy.

Excelente servicio.

Muy buena descripción de partes y opciones

Envío rápido y sin errores

Using catalog was easy and ordering was simple. Communications were fast and delivery was much earlier than promised. Price was a significant savings.