RockAuto

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.

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

The transaction I experienced was flawless. The parts I ordered arrived in excellent condition, the return process of cores from the parts I removed was easy to fulfill, and RockAuto promptly credited the value of the returned cores to my account. Painless.

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

Love to work with RockAuto.
I 'm restoring my car in Belgium and every delivery I had was perfectly on time, and always complete.
Never had a failure, no problems at all.
PS: and I like the magnets :)

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

We have used Rockauto many times before and the parts are always the right part and the price is always outstanding. We find the shipping fees excessive and arbitrary, our order cost $180.00 shipping cost $159.00. We have shipped parts weighing 268 lbs across the continental U.S. in 6 days for our company for $240. Rockauto charged us $159 for less than 50 lbs. Excessive and arbitrary, if I could have found the part elsewhere I would have.

Recently got a coil pack for my car and car is now running great you guys are one of the best things that's happened to me Ive invited all my Facebook friends to like your page I swear by you guys and rely on you now for years to come! As soon as I got a price check at local store the jingle from your tv commercial popped in my head and saw the price and ordered I'm bout to order 3 more coil packs to! Anyway keep it up I like the best prices and you guys are again thank you

Always receive the right part, packaged to prevent damage, shipping is FAST! usually receive in two days. Will continue to shop here for all my future auto-parts needs. Recommend everyone try these guys for great service, parts knowledge and speed of delivery.

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

Review: So I put in an order for 2 strut mounts when I received them the passenger side was correct however the driver was incorrect so I called rockauto explained what the problem was and sent pictures of the wrong one and the correct one. When I received the new part it was for the wrong side So I called rockauto again they told me they were out and would refund my money So I told them I want a matching brand of upper strut mounts then that's when [redacted] hit the fan they told me I could only return the wrong part and would not do a refund on the other part I asked for a supervisor and he stated he was a supervisor and that the only person higher was the owner so I asked him for his name and he said [redacted] I said whats your last name then he told me why do you need it I said Because I want to write a letter to rock auto and he REFUSED to give me his last name and said they will know who he is because hes the only [redacted] there...

Business

Response:

We are very sorry this customer

received a mis-boxed strut twice. We were happy to set up a return

for him and refund him for the mis-boxed part the second time he

contacted us, because we were out-of-stock of the correct part. At

that point, the customer expressed his desire to return both of the

struts he had received. RockAuto has a 30-day return policy, in which

parts can be returned for any reason, as long as they are uninstalled

and the customer can return the original manufacturer's part box.

Since he had installed the correct strut, per our return policy, we

advised him we were unable to issue a return authorization or a

refund for the installed, used, correct part.

The customer then filed a PayPal

dispute and reversed his transaction of his order. In the interest of

resolving his PayPal dispute and Revdex.com complaint, we responded via

PayPal that we would allow him to return both struts – the new,

mis-boxed strut and the used, correct strut – for a full refund,

despite the diversion from our normal return policy. This refund was

issued on August 13, 2013, in the amount of $89.51.

Regarding his interaction with our

customer service representative, there is only one rep here by [redacted], and he is a [redacted] – [redacted] – who was following

our normally adhered-to return policy.

Review: Their web site gives different items (different manufactured items with different part numbers) to choose from for a particular repair part. I ordered a Moog part number ES3475 ($24.79). They sent my a Raybestos part number 4011818 ($33.79). They did not charge my the 33.37 but they also did not send me the part I ordered. I emailed and called and talked with them an all they had was excuses saying 'the part is equivalent and will fit' and 'Moog bought Raybestous so the parts are now the same'. They said I can return it if I pay the return shipping but the fact is they send me a different manufactured part in place of what I ordered. They need to send me the correct part and a prepaid return label for me to send them the wrong part back, or if they cannot get me the part I ordered they need to send me a prepaid return label to return the part and give me a full refund of purchase price and shipping.Desired Settlement: They need to send me the correct part and a prepaid return label for me to send them the wrong part back, or if they cannot get me the part I ordered they need to send me a prepaid return label to return the part and give me a full refund of purchase price and shipping.

Business

Response:

As

our Help

page

explains,

shipping charges are not refundable unless the return

is due to our mistake. If a part is not wanted, we don't mind taking

it back but we can't recover the shipping cost. This same page also

explains that manufacturers sometimes buy parts from other companies

to save the cost of tooling and/or to supplement inventory between

production runs. They sometimes sell the same parts under different

brands. As a retailer, we have no control over those decisions. If

the part you received is in Company A's box, we bought it from A, we

paid A's price for it, it meets A's specifications and it is covered

by A's warranty. If you choose to return it because you disagree with

Company A's aesthetic or make-versus-buy decisions, shipping is not

refundable and, if you re-order it, you probably will receive the

same item (unless Company A made another design or sourcing change in

the meantime). No shipping costs will be refunded by RockAuto for

this order.

Consumer

Response:

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

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

Great Prices but be absolutely sure you are ordering the right part. I was helped by a rep on my last order and still got the wrong size on two control arms, and now I have to pay shipping to return the items. Plus a 10 percent restocking fee.

Review: Bought an air filter from them, going through the many processes in making sure I have the exact car listed that will fit my car. It arrived and it clearly does not fit, it is much smaller. On their website they said we both made a mistake and I'm gonna have to pay 50% for their mistake!!!! It says it should have fit and it does not. So why am I paying for their mistake if they put the wrong info in, saying the part will fit when it doesn't? Other people have complained about this on the internet I fond out and I really don't see how they can get away with this! They ship you a part that doesn't fit only to get your money!Desired Settlement: To RockAuto: Just gimme my money back and come pick up your crap. Don't make me pay to ship back the part you knew wouldn't fit and don't make the mistake of making me your next cash cow, cause this one fights back!

Business

Response:

We are sorry for the frustration Mr. [redacted] experienced. After further research, we confirmed that the air filter he purchased was listed incorrectly for his car. We have corrected our catalog and refunded the remainder of his order and will not require the filter be returned.

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,

We use Rock Auto quite often as they are one of the FEW who stocks all sorts of miscellaneous parts for our less than collectible 1970 Chrysler Newport.

always does a great job. I have never had an issue so no need for returns. They always have the best price. this is the third or fourth purchase with Rock. also I like the magnets.

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.

Rockauto sets the bar in online automotive parts retail.
Care is given in every purchase from packing, price, quality, and delivery. In addition, one can always expect the parts to have an exact fit and be of good quality.
Their parts catalog is outstanding and includes OE parts and aftermarket parts, with price, pictures, and applicable notes. Even economy parts are manufactured by reputable names and are of good quality.
Rockauto is deserving of an A+ rating.