RockAuto

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.

Excellent & well thought out website, found it easy to use. The lack of any "live body" site assistance from RockAuto was, initially, disconcerting, but was clearly stated as such in multiple locations throughout site. I needed further information on 2 items after receiving & found manufacturer contact info listed with RockAuto's part description. All the parts I needed were presented with multiple manufacturer info, including warranty, material type, closeout\clearance availability & prices. ALL parts I ordered were @ least 33% LESS than anything I found locally, even when factoring in shipping. All in all, an unexpectedly quick, easy and PLEASANT shopping experience! I WILL be going back!

Review: I ordered a clutch kit at rockauto for my father in law on May 22nd and received it on May 27th.He did not attempt to install it immediately since the mechanic was unavailable immediately. When the mechanic went to install it he found that the clutch was defective after it was installed. I tried to get a replacement from rockauto at that point on June 18th however they stated that it was the correct part and that it should work. At this point I told them that it did not and that we wanted a replacement. They responded by saying that a new flywheel needed to be installed. The mechanic did not believe it did but he did it anyways although not immediately since he was busy and came as he was available. Once he installed the new flywheel with the clutch kit once again it did not work. Not having luck with rockauto my father in law decided to purchase one locally, however, he had to once again wait for the mechanic to have time to do it. Finally he placed the one bought locally in and completed the job on July 11th. I then tried to get a refund from rockauto but they declined since it was past 30 days. However it was their fault that I did not receive a replacement when asked and had to purchase one locally. Also in one of their final replies they suggested that I should "try selling the part locally or online to recover your losses." I don't understand how they could say this if I am telling them that the part is defective. Perhaps because they did the same to me they think it is acceptable.Desired Settlement: A refund of the purchase plus the shipping cost, or a credit at the least.

Business

Response:

This

customer ordered a clutch kit 5/22/15 and was shipped what he

ordered. On 6/18 he reported it was installed and looked correct, but

that it was not shifting correctly and he requested a replacement.

The manufacturer specified that there are many reasons

that the transmission may not shift into gear - some are clutch

related and some are not – and that it was necessary to replace the

flywheel to ensure proper function.We then received a few

contradictory versions of what happened from the customer. After

previously stating the part was installed and looked correct, the

customer next reported that the part did not

look correct but that it was installed. If the part didn't look

correct, it should not have been forced to fit as

our site reminds customers. The customer then changed the story

to say that the part was not installed and did not look correct. On

6/19, we provided return instructions for full refund with an

expiration date of 7/2/15.

Nine

days after our return instructions expired and 25 days outside our

return window, the customer again asked to return the part for a

refund. Since the part is now outside our stated return policy and

past our stated return instructions' expiration date, the customer is

welcome to pursue a part-for-part replacement under the

manufacturer's warranty but can not return this for refund. Our

Warranties page explains 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).

Our idea to sell a replacement part locally was suggested based upon

the customer's statement that he had already replaced the part.

Should the customer wish to pursue warranty part-for-part replacement

he can contact our customer service department at

[email protected].

Consumer

Response:

No one to talk to. Website is to complicated

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.

I've been purchasing auto parts from Rock Auto since 2010. They have provided excellent service. I have had one issue- an incorrect clutch pedal pad was shipped due to a part number mistake. Rock Auto corrected the issue without hesitation.
Their website is set up very well and I really like the increased resolution/ zoom feature on the picture of parts. It is really easy to find the parts you need and to see what quality levels are available.
There is a good selection of brands/quality levels and which I think beats local chain parts shops in breadth and depth of selection.
Order history lookup is easy to navigate- I can see what I ordered and when I ordered it. If I'm happy with a part I can reorder it, and if I want a different brand/quality level, I can do that, too. You can drill down in your order history so you can see exactly what you ordered for a specific vehicle instead of searching every single order placed.
Shipping is very good and cost is reasonable. I did use the next day air for one item- an E brake cable and it was shipped and delivered to my door exactly as ordered. I like that business addresses get lower shipping costs.
I haven't ordered using the "minimize shipping" feature since I am particular about which parts I use but I have tried it and it seems useful.
This is a business I have faith in to do things right and if a problem pops up it will get resolved.

Rock auto rocks! Prices are very good, parts are exact fits, good quality, and shipping was fast and inexpensive. I tell all my friends.

I have used RockAuto as a source for parts twice now. First time went okay, part arrived in reasonable time, was as expected. Second time was not so good. I couldn't find the parts needed in their online catalog, so I called while on line. Spoke at length with a salesperson, gave VIN for the vehicle, even read service codes out of the glove box to him. While still on the phone with him, I added the parts he said would fit to the basket and checked out. Guess what, 2 out of 3 parts were wrong. When I tried to get refunded, a long argument ensued via email back and forth. I provided pics of old parts and pics of new parts. Final upshot was they agreed one part was wrong and refunded, the other part they insist is what I ordered, and I can only return it if I pay the shipping. It's an inexpensive part, costs less than the cost to return, so I will just eat it. Problem is, it is their fault, and they won't take responsibility. What if next time it's an expensive error? There are plenty of other online retailers for Auto parts. I think I'll try a different one next time. Think twice before you use these guys.

Quality parts at great prices - this is a great company.

Good experience and fast delivery.

Review: On invoice [redacted] I purchased an NGK part 54406, spark plug wires. It was one of a number o f parts I purchased for a restoration in August 2014. After rebuilding the engine and other repairs I am just now installing the spark plug wires. One of the wires is defective, where the metal connector attached to the spark plug. When I contacted Rock Auto they refused to cover it under warranty as it was beyond the '60' day manufacturer warranty they stated. While it may have been after 60 days this is not the spirit of the warranty. I purchased in good faith and have been a very good customer of Rock Auto. Their representative Joseph refused any kind of support even refusing to provide a replacement as a gesture of good will for an excellent customer.

Business

Response:

RockAuto offers a 30

day return policy and the manufacturer's warranty for this part

is 60 days, as stated on the Info page in our part listing and on our

Warranties page.

The customer ordered this part in August 2014 and requested

replacement in June 2015. Since the order is 9 months past our return

window and 8 months past the manufacturer's warranty period it can no

longer be returned for refund or replacement.

Consumer

Response:

Great quality parts. Fast shipping and packed very well. Customer service is very friendly and helpful.

Review: I ordered some coil springs from Rock Auto for my son in law for Christmas. I placed the order on Dec. 16th, I chose ground shipping which stated that the part would be delivered to my home by Christmas Eve. I received a confirmation email stating the order had been shipped and would be delivered by Dec. 24th. On Dec. 19th I received another email stating that the part had been shipped out again. To my confusion I called and spoke to them and they said that in fact the order had been shipped out on the 19th instead of the original ship date and that I would receive the package on Dec. 26th the day after Christmas. Which wouldn't work out for me since it was a Christmas gift. So I told them that I didn't want the springs after all but they said they could not cancel the order since it had already been shipped. So for my inconvenience they would credit my account $15 even after I said I was just going to return the part anyway that I wouldn't need it anymore due to the fact that I would now have to go out and buy a different gift for my son in law for Christmas. Well, I received the part and shipped it right back to them as I said I would. They refunded me the money of the cost of the part but then took back the $15 credit. As I only found out when I went to place another order and the credit didn't work. I called Rock Auto and to my displeasure I had to speak to two different gentleman that were both arrogant and unhelpful they refused to reinstate the $15 credit because they refunded me for the part that I returned. Which doesn't make any sense because when they issued the $15 credit they already knew I would be returning it. It was given to me for my inconvenience supposedly. During my last two different phone conversations I asked to speak with a supervisor or a corporate number to be given to me; both gentlemen stated that they don't have supervisors or a corporate number??? What kind of company is this!!?? I am not even asking for the $34 shipping I paid for the part to be here for Christmas. I just want this company to do right by themselves and solve this issue.Desired Settlement: That my $15 credit be issued back to purchase something else that I need. Since, I have store credit from returning my part that I have to use. Or else I just give them my money for no apparent reason!

Business

Response:

We are very sorry this customer's order

shipped late. Our warehouse made a mistake and did not notify

our corporate headquarters that this part drop-shipped from

the manufacturer, to our warehouse in Indianapolis, before shipping

to the customer. This delayed the shipment of his order from our

warehouse by 2 business days. In any other case, we would have listed this additional

shipping delay in our catalog for the part ordered. We

have spoken to both the manufacturer and our warehouse, to ensure

this kind of confusion does not happen again.

Due to the inconvenience he experienced

by not receiving the part before Christmas, we offered the customer a

$15 store credit, to use how he pleases. When he called back on

December 26, stating that the part still had not arrived and that he

wished to return the part, he stated to our representative that he “did not care about the store credit”

and simply wanted a refund for the returned part. Our rep may have

mistakenly interpreted that as the customer wishing to nullify the

$15 additional store credit refund we had already issued him, and the

store credit was at that point deleted.

Since it is difficult for us to tell

whether the customer actually, definitively requested that his store

credit be canceled or if the credit was canceled on accident, we

simply re-issued him the $15 store credit. He was emailed the store

credit code this morning, February 10, and he can use it to place a

new order on RockAuto.com at his convenience.

Review: I bought a Cardone Select Power Steering pump directly from their website for my 2001 BMW 325i approximately around the date of May 8th, 2015. I then received the pump on the 12th of May, and installed it on the 13th. The seal on the aforementioned pump then went bad on the 16th, three days after installation. I had already threw out the old pump by this point, as the new pump was working at first. I contacted RockAuto's customer service line and I was told to send the part back to receive a full refund(as it was still within the 30 day guarantee period). I sent the pump back that next week, and received an email from their warehouse claiming I sent in a part that was YEARS old. I told them how the seal broke, and fluid leaked all over the pump causing it to accumulate the dirt and grime. They then accused me of lying, and stated that they couldn't honor the return policy, even after I spoke with five different people(including managers) over the phone. They all repeated the same things, so I asked them to send the part back so I could clean it to show it was the same part, and re-send it back. Once I did so, I sent them pictures of the cleaned pump, then they changed their accusation to MONTHS instead of YEARS. They still refused to accept the part, so I currently have the broken pump in my possession. Is there any way I can receive a refund? I've been a loyal customer for years, but this debacle has made me vow to never buy from them again, the customer service I received was a disgrace.Desired Settlement: To receive a full refund. I've been a loyal customer for years, but this debacle has made me vow to never buy from them again, the customer service I received was a disgrace. I hope that this complaint sheds light upon their shady customer service practices, as they send the parts to their warehouse, they come to their own conclusions, and customer service just repeats what the warehouse says without trying to resolve things. I asked to speak to someone from the warehouse multiple times but wasn't allowed. They didn't even attempt to match up a serial/product number when they refuted my claims.

Business

Response:

This

customer, who our records show have only one past order with us for

$8 worth of wiper blades from January 2015 in addition to this order

from May 2015, returned a part that he claimed had only been

installed for three days. The photos of the returned part (see

attached) show mounting holes with signs of rust and wear, which are

signs of use that develop over several months (at the least) rather

than days. In addition, the returned part appears to have physical

differences from the Cardone part number [redacted] that we shipped to

the customer

(http://www.cardone.com/Products/Product-Detail?productId=[redacted]&p=rock)...⇄ />
We would be happy to refund the customer for a defective part if he

returns it to us, but since the purchased part does not have a core

charge associated with it we will not be refunding this customer for

returning his old, used pump. The customer's pump has been returned

to him at no additional cost.

Consumer

Response:

Rock auto has always been great. Great prices and great customer service. Very happy with them and will use them again and again.

I have ordered 1000's of dollars in parts over the years and never had an order with any mistakes at all. Great prices also. Nice to have a way to avoid the great Canadian rip-off when it cones to the crazy price of car parts in Canada.

Review: Recently, I bought two brand new control arms that turned out to be defective, so I shipped it back to RockAuto and received a full refund. I ordered two brand new control arms a second time which also turned out to be defective and I shipped it back to RockAuto and only received half of the refund. Then, I decided to change to a different product brand name, the products turned out fine but I didn't receive a full refund from the previous purchase. RockAuto only credited me for half of what I ordered. I called customer service and they claimed there was only one item in the box but I know for sure I placed two items in the box so they cheated me out of my money.Desired Settlement: I would like a to receive a full refund from the order I had placed a second time.

Business

Response:

We are very sorry if one of this customer's returned control arms was lost in transit. Our warehouse confirmed it only received one control arm back from this customer. If the customer has the tracking number for the shipment he sent back to our warehouse, we strongly encourage that he pass it along, so we can determine whether the second control arm was lost in transit. We will await his email with the tracking number for the return package. This email can be sent directly to [redacted].

Consumer

Response:

I have emailed them the tracking number. However the issue is not resolved. Their workers should know better that 2 parts in one box would weigh and look different. I will send you also the tracking number for my package I shipped. Note, they said they didn't get a tracking number from me. Before I reported to Revdex.com I told a worker the same exact number. I do not know what they did with the tracking number.

Exelent.

Great prices,

Review: I purchased Rotors from Rock Auto for my 2009 Corolla. After 2 Months one of the Rotors was diagnosed by the local Dealer as Warped.

I have contacted Rock Auto and there solutions are not acceptable. They sold me a defective product and all I am asking is to replace it or refund

me my money so I can go somewhere else. They have offered the following:

1. Place a new order for the same part number. Once the replacement has been received

and installed, contact us for return instructions and send back the part that failed. The

manufacturer does not include shipping charges, however, because RockAuto values our

customers, we will issue a refund for the cost of the new order (cost of the part and

outbound ground shipping). We ask that you be responsible for returning the part to our

warehouse.

2. Send back the part that failed without placing a new order. We ask that you be

responsible for returning the part to our warehouse. Once we have a tracking number

showing the part is on the way back to the warehouse, we will reship you a new part at no

additional cost.

3. You can place a new order for the same part number. Once the replacement has been received

and installed, contact us for return instructions so you can send back the part that failed. Please note that the manufacturer's warranty does not cover shipping charges, so the customer is responsible for return shipping costs. However, RockAuto values you as a customer, so we will issue a refund for the cost of the new order (including the cost of the part and the outbound ground shipping). If you choose this option, you do not have to reply to this email right now. The next time you'd contact us is when you're ready to send back the defective part.

We will not be able to issue credit for the part until we receive the return.

In each scenario the consumer/customer is expected to have out of pocket expenses. This should not be. I paid for the part and shipping the first time.

Why should I have to pay anything for a defective product? I feel they ought to ship me a new part and then I would be more than willing to ship back

there Rotor with a prepaid UPS number for pickup. This is in my opinion fair.

if there are doubts of the defective Rotor I have given them the name of the dealer and phone number to support the defective part.

What shouldnt they stand behind there products and replace them. This part has a 3 yr , 36000 mile warranty. I am not asking for anything that is not reasonable.

Also, it appears on the Revdex.com website they have had this issue before with warranties. Please make sure this complaint also is listed with ALL o f the others.

Thank you for all of your efforts.

[redacted]Desired Settlement: Replacement part plus shipping or refund in full

Business

Response:

We are very sorry this customer

experienced difficulties with the rotors he purchased. RockAuto has a

30-day return policy in which parts can be returned for any reason.

If issues occur beyond those 30 days, the parts are covered under the

manufacturer's warranty. In order to process a warranty return and

ship out a new part, we must receive notification that the part is on

its way back to our warehouse or has already been returned, either

via the tracking number associated with the return or from the

warehouse returns department itself. This verification is required to

ensure the part gets back to the manufacturer for inspection and

testing, to prevent future defects.

Because the customer has already

received one shipping service, we ask that he pay for a

total of one service. The shipping service he pays to ship back the

part is repaid by our warehouse shipping out a new part free of

charge. In the other option, the service he pays to ship the part

back is refunded by us, along with the cost of the new part. The net

price paid is for only one shipping service, the very first one the

customer receives. We hope this makes sense to him, and that he will

return his rotors under warranty, so that we can get him some new

ones as soon as possible!

Business

Response:

We apologize for the delay in resolving the customer's complaint. We have set up return for both rotors he says he has had trouble with, and we have emailed him return instructions for both. We have generated him two, prepaid FedEx return labels, so he can return the parts free of charge. The two refunds, of $35.89 and $25.99, respectively, will be issued back to the MasterCard(s) he used to place the orders within 5 business days of our warehouse receiving the under-warranty parts. He will be emailed automatically when this refund is posted to his account.

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.]

If this actually occurs I will be satisfied. The other problem is I have to drop the packages off and my work hours are not in conjunction with FedEx location hours. I will have to leave work early to drop them off. Originally I paid to have them dropped off to my home. It would have been better and more appropriate to have a pick up.I am willing to work with Rock Auto to return the defective parts to finally resolve this.I will report back if this goes through as the describe.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.