RockAuto

I trusted Rock Auto and paid for my order before I received it but, they won't trust me to return a defective part until I return the defective part first. this is a one way street. I have no confindence in this company. I an just as trust worthy as they are.

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

Big selection of parts. Almost too many. Easy to navigate site and detailed information about the parts, including links to manufacturers sites and videos describing the parts. Warranty information readily available and easy to understand.

Rock Auto provides the best online shopping experience for auto parts in terms of available info, PRICES, QUALITY, variety, professionalism, and practicality. I HIGHLY recommend Rock Auto and will be buying my auto parts from them from now on! I'm a cautious buyer that looks for as much information as possible and felt very satisfied and comfortable with Rock Auto.7/7/2015

Satisfaction guarantee. Best customer service ever. Always more then happy to help with order.

I would like to thank RockAuto for their prompt and money saving sales to me. I ordered a small part for my Jeep, and it was $50.00 savings than ordering from a dealer. I have a neighbor who also has a Jeep, He told me about this company, and I ordered the part I needed. I paid the price asked and it was delivered as promised, in 3-4 days. The Big Plus, it was the correct part, to fit my Jeep, not some It might fit , or cut to fit part. Thanks, this is a Rock Solid company, I'll tell everyone who asks, where I got my part, Only at RockAuto.

Very impressed with with service, Ordered part on Friday and had it in the mail Monday. Great prices also.

Excellent company serious and professional, fast shipping. Highly recommended it. Im working on my 1978 305 Chevrolet engine won't go anywhere else to get parts.

Love This Place????????????????????????????????????????

great prices and will really work with you.

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.

Review: Approximately two months ago, I ordered a replacement clutch from Rock Auto. I then gave this part to a mechanic to install in my car. I did this in an attempt to save money, as the mechanic had told me that any replacement part that he ordered would be more expensive. A short time after the clutch was installed in my car, it was determined to be faulty. The mechanic determined that the part was defective and failed through no fault of my own. I had spoken with a customer representative at Rock Auto, and she had informed me that if I were to have the clutch uninstalled from my car, that I would be given a full refund, minus the cost of shipping and handling. After being told this, I spoke with the mechanic and agreed to have him order a new clutch to put in my car, instead of me giving him a new part to install. I did this because the mechanic promised to warranty the entire job, due to the fact that he ordered the part and was responsible for its success or failure. The day after I received my car from the shop, I contacted Rock Auto with the intent of returning the faulty product for a refund. They then informed me that, due to their warranty policy with the manufacturer, they would only offer me a direct replacement for this part, and they could not refund my money after more than 30 days. After arguing with the different representatives, they informed me that the best that they could offer me was store credit for the amount of the part. This was obviously very different from what I had been told only a couple of weeks earlier. I have no desire to receive store credit, as I will never be purchasing from this company ever again. I spoke with several different customer service representatives, and even one of their supervisors, and received help from no one. They were incredibly difficult and refused to budge at all on this issue. I explained to them that all I wanted was my money back. I originally paid the mechanic 700 dollars to install the part, plus the cost of the part itself, which was about 300 dollars. After agreeing to have a different clutch installed, I had to pay another 550 dollars. The mechanic agreed to give me a break on the labor because I had to have this job done again. I have already spent over 1500 dollars on this job, and would just like to get a little bit back so it is not a complete waste.Desired Settlement: I would like my money back.

Business

Response:

We are very sorry this customer

experienced trouble with the clutch he ordered from RockAuto.

RockAuto has a 30-day return policy, during which a part can be

returned for any reason, as long as it is uninstalled, unmodified and

the original manufacturer's part box can be returned. Like other

retailers of branded products, RockAuto does not offer any product

warranty of our own; we honor the warranty provided by the

manufacturer of the product, as stated here in our warranty policy:

http://www.rockauto.com/docs/warranty.php.

If a part fails or is deemed defective

after this 30-day return policy, it is covered under the

manufacturer's warranty. When he called on November 18, 2013 with the

diagnosis that the throw out bearing on the clutch was deemed faulty

by his mechanic, our female representative offered him two options

for a warranty replacement return: 1) Return the part, pass along the

tracking number to us and as soon as we see in the tracking that the

part is on the way back, we will re-ship the new part or 2) Place a

new order for the same part, receive it, install it, make sure

nothing is wrong with it, and then contact us for return instructions

to return the failed part. Upon our warehouse's receipt of the failed

part, we refund the entire cost of the new order. At no point was

this customer told that he would receive a full refund minus the cost

of shipping and handling, unless he is confusing option 2 with the

possibility of a refund upon return of the failed clutch.

Our representative recalled that the

customer seemed hesitant to replace his clutch with another of the

same brand and part number, but at that point, she reassured him that

this issue was the only of its kind that any customer had

experienced, and we sell several of this part number per month.

When the customer called us again on

December 5, 2013, requesting a return for a full refund, we again

reiterated our warranty policy and the two replacement return options

available to him and even offered an exception to our warranty policy

– a return for a store credit refund.

We apologize sincerely for the

inconvenience that he has experienced with this part and for the

admittedly quite high labor costs he had to pay. Per our warranty

policy, “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.”

If he wishes, he may find that paying

for a new part and then returning the old would be in his best

interest, as he could then re-sell the new part. Otherwise, if he is

interested in the store credit refund, we would be willing to

facilitate that exception to our warranty policy. At this point, we

have received no parts back from the customer, so we are unable to

refund him any money, in store credit or otherwise. We encourage him

to contact us directly at [redacted], to determine how

to proceed – to follow one of the two warranty return options or

return the clutch for a store credit refund.

Business

Response:

We are sorry that this customer

experienced issues with the part he received. However, per our

warranty policy, “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.”

We are unable to allow a return of this

part for a refund back to his original method of payment at this

point, as it is well outside our 30-day return policy. Additionally, the offer of returning the part for a refund was never extended to the customer, so it is unreasonable to expect our business to breach both our return and our warranty policies to allow a return for a refund. However, if he

is interested in a store credit refund, we would be willing to

facilitate that exception to our warranty policy. At this point, we

have received no parts back from the customer, so we are unable to

refund him any money, in store credit or otherwise. We encourage him

to contact us directly at [redacted], to determine how

to proceed – to follow one of the two warranty return options or

return the clutch for a store credit refund.

Consumer

Response:

I love Rock Auto; their website is easy to use and the parts show up at least on time, if not days early!

All went well...

wow mom condensateur j`ai Hyundai canada quebec granby le prix est de 960.oo dollard et rock auto est de 113.00 dollard avec la livraison merci beaucoup.

Excelente servicio.

Muy buena descripción de partes y opciones

Envío rápido y sin errores

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.

This company has terrible customer service and deceptive practices. I bought parts that were advertised to fit my cars and paid for shipping. They came from two different locations with separate shipping charges for each one. Three of the parts didn't fit and they sent me a return shipping label for the three parts and told me I would receive a refund for the parts and the shipping charges. After I sent the parts back they charged me shipping charges for two of the three parts. After many e-mails I was told the return was only authorized for one part. For the others I needed to send pictures of the parts showing that they didn't fit. One was an air filter that was in an old box that had the part number crossed out and a different one written in. They would not refund the return shipping charges. I will not do business with a company like this.

They got my parts to me before they said (no later than day) and fit perfectly! Cheaper but same parts even with shipping!

Review: the item is listed as an oem part and that is not correct. oem is a four wire o2 sensor and what I received is a one wire o2 sensor. when I went to return the part I was told it would cost me 6.67 for a return label.Desired Settlement: I want a refund and I want the company to provide me with a shipping label since their site listed it as oem and it is not.

Business

Response:

The

customer ordered an oxygen sensor we provide very specific fitment

details for. We also show a photo of the single wire sensor in the

part listing. If he needed a 4 wire sensor, we're not sure why he

ordered a 1 wire sensor. As our Help

page explains, shipping charges are not refundable

unless the return is due to our mistake, and it is important to read

listings carefully to ensure they match your application. We accept

returns within 30 days, so the customer is welcome to send this back

for a refund of the part cost. Since we made no mistake and the

customer did not match the details in the listing with his vehicle's

specifications, no shipping will be refunded.