RockAuto

Review: I ordered parts that according to their catalog fit my truck but they didn't I shipped them back according to their policys and I was told by a service rep I would not be charged for shipping because they were ordered for the right truck but did not fit according to their catalog but then they charged me almost 40.00 for shipping out of my refund and when I called them on it they went to giving me a bunch of run around and double side stepping the issueDesired Settlement: my shipping they deducted be cause their catalog was wrong

Business

Response:

We're sorry if there was a

misunderstanding regarding the shipping costs on this order. When the

customer ordered a Rotor and Brake Pad kit (POWER STOP Part # K1864)

for his 2000 FORD F-150 4.6L V8, our catalog specified the kit was

for vehicles with rear wheel drive and which were manufactured on or

before 11/30/1999. The customer reported the lugs on his truck are

14mm and the lugs on what he received were 12mm, so the kit he

received would not work for him. We asked him to verbally confirm his

vehicle information, which he reported matched the details in our

listing. The kit the customer ordered should, according to the

manufacturer, work for a vehicle with the specifications the customer

reported. However, considering the customer's unique fitment problem,

we offered two solutions: we could either research the problem

further and set up a return when more information was obtained, or

set up a return for a refund of the part cost and half the shipping

costs . The customer agreed to split the shipping costs of the order,

and we refunded the customer the outbound shipping cost and the cost

of the returned kit.

Since it is now clear the customer

prefers a full shipping cost refund, we researched this matter

further. According to our manufacturer, vehicles manufactured before

11/1999 with 2WD should have 12mm lugs. This indicates either the

customer has a vehicle that is an exception to the rule, or that he

was mistaken about the details of this vehicle. On multiple

occasions, we requested the customer's VIN and/or a photo of the

sticker confirming the manufacture date of his vehicle so we can

determine where the problems lies. The customer said he was unable to

provide a photo of the sticker showing his manufacture date, and said

he would try to provide us with his VIN but was not sure he could. We

have yet to receive this VIN information. Without this information to

further research the problem, we must conclude that the customer was

mistaken about details of his vehicle and by refunding out bound

shipping we have provided more than what our return policy typically

offers for an incorrectly ordered part.

Consumer

Response:

Review: I purchased a passenger side mirror for my 2005 Chrysler. At the time of purchase, the only part available to me was one chrome side door mirror. I purchased it paid for all the shipping and everything. I received the part and tried to put it on my car and it did not fit. I immediately called Rockauto. They told me I could send the part back for a refund but they would not give me a return shipping label. They told me that I would have to pay to ship it back to them. I do not feel this is right because I paid for them to ship it to me and now I have to pay to ship it back. I feel that they shipped me the wrong part so they should pay for the return shipping.Desired Settlement: I would like to get a refund for my part and the return shipping.

Business

Response:

Ms. [redacted] ordered a mirror (part number [redacted]) that is described as fitting a 2005 Chrysler 300

without

memory. In confirming the details of why this

didn't fit, she

told our representative that her original mirror has the

memory

feature. We agreed

to accept the return for a full refund of the

part cost, but according to our return

policy (which is linked to our home page and checkout

screen) we do

not cover shipping when a customer orders a different part

than what

she needed.

Consumer

Response:

Review: car a/c compressor failed within the warranty period.

warranty replacement refused for some bogus reason.Desired Settlement: refund or replacement compressor.

Business

Response:

Mr. [redacted] purchased an A/C compressor kit, and asked

us to arrange a return and replacement when he had problems with the

compressor. The warranty terms

of the manufacturer, GPD, require proof of an A/C system flush, because even a

tiny amount of debris in an A/C system can quickly damage a

new

compressor. When

we asked him about this detail, he explained that he installed the

compressor himself and used an air gun and mineral spirits to flush the

system. To avoid having Mr. [redacted] return the part only to have the

warranty denied, we asked the manufacturer if the method he used to

flush the system met the terms of the warranty. They told us that

mineral spirits are not an approved solvent for A/C system flushes, and

so they would not honor the warranty. According to our warranty policy,

RockAuto does not offer any product warranty of our own - we honor the

warranty provided by the manufacturer of the product. Since the

manufacturer will not warranty this part, we are not able to offer a

replacement or refund.

Consumer

Response:

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.

Review: I ordered a Hayden radiator fan clutch, RockAuto part number 2692. The picture associated with the part was a German manufactured Sachs clutch that had Hayden printed on the part. RockAuto sent me an unidentifiable part that was manufactured in China. I returned the part and ordered a Sachs clutch, part #two one zero zero zero zero six two three two. Again the photo associated with the part showed German manufacture. RockAuto sent me a clutch manufactured in China by Hamburg-Technic. I pointed the discrepancies out to RockAuto via a series of emails, and informed RockAuto that I had contacted the German Manufacturer [ZR Friedrichshafen] and that ZF confirmed that Sachs radiator fan clutches are indeed manufactured in Germany. After sending the ZF response, photos of the delivered part, and a link to the photo on their web site, they responded that "...the part you received matches what we show on the catalog in terms of fitment and function." They would not acknowledge that I ordered a specific part that they clearly advertised but did not deliver. Their last response follows."RockAuto Customer ServiceJul 16 (1 day ago)to meHello,I have reviewed this situation as well as the pictures that you sent in. The pictures show that the part you received matches what we show on the catalog in terms of fitment and function. When you ordered the part it noted that it was a Private Label Package. This means that the part will arrive in a box that may not be the manufacturer's box. You can view a better description of Private label package here: http://www.rockauto.com/lang/en/answersTab2.html#privatelabel Also manufacturers do reserve the right to re-brand parts as you have been explained on the previous order. Re-branded parts are considered deserving of their name to be associated with it and we have no control over whether Sach's chooses to source their part from a different company and sell it as their own..."Desired Settlement: I would like RockAuto to credit my PayPal account with whatever outstanding credit remains after the return of the first part and delivery of the second.

Business

Response:

As our Help

page explains, sometimes manufacturers buy parts from other

manufacturers and re-sell them as their own. In doing so, they

declare the quality of the part worthy of their name and stand behind

the product with their warranty. We have no control over manufacturer

supply chains. When we buy a part from Brand X, we pay X's price for

it, and the customer's price is based on our cost. If a customer

disagrees with a manufacturer's purchasing decision, they may return

the part. Shipping is not refundable, and if the part is re-ordered

the same brand and part number, it's likely an identical part would

be received.

Manufacturers often make parts to be

sold by others (Kenmore appliances, store-brand cereals, etc.).

"Private

Label Pkg" means the part may be in a different box, and the

features, fitment, and function should be the same. The warranty (and

the quality) may be different than for parts the manufacturer sells

under its own brand.

In May, this customer purchased a

Hayden radiator fan clutch. We shipped what was ordered and in July,

outside our return window, he reported being unhappy that it was made

in China rather than in Germany. The stamp on the representative

image in our catalog states where that particular part was

manufactured and its manufacture date, but does not guarantee the

country of manufacture of all parts Hayden sells as their own any

more than it guarantees that all Hayden parts were manufactured on

the represented date stamp. We allowed an exception to our return

policy by accepting the part for a return, but explained that since

we shipped what was ordered no shipping was refundable.

In July the customer ordered a Private

Label Package Sachs radiator fan clutch and was sent what was

ordered. His complaint was similar, and we again explained that the

manufacturer (Sachs) decided to source this part from another

manufacturer (Hamburg-Technic), but in purchasing and selling it as

their own it is considered a Sachs part. The customer is welcome to

return this for a refund of the part price. No shipping will be

refunded.

Consumer

Response:

Review: A customer service representative, [redacted], verbally quoted $22 to return an entire kit (shipment) to them for shipping labels. I then receive an email stating they will be deducting $42.51 from my return because she was wrong and needed to generate 2 shipping labels instead of 1. This company will not stand by the prices that their customer service representatives quote for return shipping of entire kits that they sell.Desired Settlement: Refund of $21

Business

Response:

Mr. [redacted] ordered the wrong brake kit for his vehicle. We set up a return for him and our representative quoted him a cost of $22.71 for one shipping label. Minutes after ending the phone call, she realized she overlooked some of the parts in the kit when she made her estimate. She explained that 2 labels were needed and corrected the shipping quote to $45.21 before sending him the return instructions and return labels. While we’re sorry for the initial mis-statement, Mr. [redacted] chose to use both labels we provided after we told him the total cost would be $45.21. No refund for shipping is due.

Consumer

Response:

Great

First order; friendly, quick, and accurate phone help. Excellent prices! I'll be baack.

Great prices,

Good experience and fast delivery.

My entire family uses RockAuto for all of our auto supplies. The website is so easy to use, and you never have to worry that the part you need may not fit your car. The site even has pictures or drawings of body parts in case you are not sure what the actual part is called. Customer service is unbeatable here as well. Recently I ordered an air filter for my RX8. When it arrived I took it out of the box and tossed the box in the recycling bin. When I went to install it, I realized it was not the correct size. By that time the garbage collectors had come by and took away the box. I called RockAuto and was told of the policy but after realizing there may be a problem with the site's information they sent me a new filter free of charge. They really want your satisfaction.

RockAuto has done me good always has lowest prices and if they do send the wrong part its easy to get the right one sent asap

Parts previously received from Rock Auto have been of good quality - some have exceeded OEM construction.

RockAuto has an easy to use website, took me to a list of the part I needed from different manufactureres straight from a google search for the part.
They had the lowest price on the internet and it was also easy to place my order.

Not a single problem with rock auto, they stand behind all that they sell.

Awesome savings on the same parts chain stores carry! Shipping is fast and accurate. Will shop here again.

I live in Australia & own several american made cars. The cost of spare parts in this country is over the top, and I am very pleased to have been a RockAuto customer for a number of years, which makes the cost of parts more affordable for me. Even taking into account the shipping costs I am still well ahead cost wise.
The web site is very user friendly & the variety of parts for any make is astounding.
I thoroughly recommend RockAuto to anyone chasing value for money & excellent customer service no matter where you live.

great selection, good price ,on time delivery.
Great customer service

Always get what I want and get it quick.
love this place.

Easy to navigate site. Good selection of parts. Great prices. I will be coming back for more parts as needed.