RockAuto

I was extremely pleased at their friendly customer service and their timely response to my inquiry.

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.

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

Rockauto.com is a good source to get auto parts. They have good prices, fast shipping, and good service.

By far the best company on the internet to business with...Always a great experience!!!

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

Rock auto is a great co. Good
Parts, great delivery, and excellent customer service.
I recommend rock auto to all
My friends and family.

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.

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.

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.

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.

Terrible shipping, ordered on the 17 the promised by the 19. It's a in state shipment, well it's the 22 nod and just being shipped out, turns out they didn't have in stock like promised , so I cancelled my order and wanted it all returned, turns out I gotta pay return shipping, used to love rock auto, now will never use them again

I ordered what was advertised an AC Delco oem factory replacement motorized antenna for my 92 Oldsmobile Custom Cruiser for $170. I received a universal antenna in an AC Delco box. I didn't have my part removed from the car at the time, but when I did pull it and realize the problem it was past the 60 day return time. I had to pay $40 -shipping both ways as well as a ten percent restocking fee- for a falsely advertised part. when I posted a review on Customer Lobby about the experience, Rock Auto was able to respond with a lie to make themselves still look good.

They shipped a part with modifications that were not in the catalog and made the part completely unusable. So they offered to replace it, great right? Oh, well we need the old part first, which they never told me. As it is I'm STILL waiting for this part because they chose the 2 day shipping option from the post office which "is not a guarantee" and so it's taken me 4 days to get this new part and it still has not been delivered. So the part that I had to ship back they expect a good shipper like Fed Ex but the stuff they ship to me they use cheap shipping through the post service. Because of this I'm 3 WEEKS behind getting my car fixed. Do you know how hard it is to go 3 weeks without your car??

I paid for 2 day express shipping on Monday , I will not get my part till Friday . that is not 2 day express for $30.00

No one to talk to. Website is to complicated

Review: On January 17, 2014, I ordered a high pressure diesel pump from rockauto.com. When the part came to my home, I opened the package; I saw that it was the wrong part and that the black clip was broken. I called the company and told them that I had received the wrong part. The gentleman on the phone asked me how I knew that it was the wrong part. I began to describe it to him, during my description I told him about the black clip being broken and asked if I should take pictures and send them to him. He told me to just package it up and send it back. I was informed that as soon as they would see that the package has been shipped they would send the correct part out to me. A few days later I received the correct part and thought everything was fine. On 29 January I received a voicemail and an email from a Mr. [redacted], an employee of rockauto.com, stating that the part I returned was damaged during shipping and that I would be contacted to discuss payment for the unit. Without hearing my side of the situation, Mr. [redacted] had already put me at fault, because he stated that it was packaged incorrectly by me. When I contacted Mr. [redacted] I told him that I put everything back in the box exactly the way they shipped it to me. I also informed him that I told the other gentleman about it when I called about it being the wrong part. Mr. [redacted] then said that there was no record showing that I stated this so he was going to talk to his counterpart to see if he remembered the conversation. The next day, 30 January, Mr. [redacted] called me back and stated that he has done all his research and it was my fault that it was packaged wrong and that they were going to charge my card that I placed the order with. I told him that I was not going to pay for something that was not my fault, and that I was going to cancel the account. He then told me that I can go ahead and try. I proceeded to ask Mr. [redacted] to speak to his supervisor; multiple times he kept responding with he was the boss of that department and that there was no one above him for me to speak to about this matter. I find it hard to believe that Mr. [redacted] is the highest person in that company. I asked Mr. [redacted] if he thought that the folks at the warehouse may have made a mistake on the way they shipped the package and he stated that he did not think that is what happened because he stated that the warehouse sent him pictures of how they are supposed to package the products. So I stated that if his warehouse personnel do not make any mistakes, how did I receive the wrong part in the first place. Mr. [redacted] also stated that there was a black cover that was supposed to be on the part that broke and a large piece of foam, to prevent it from breaking during shipment. I asked if he had seen these items in the package, he stated no. I said no kidding because they were not included in the package before it was shipped to me; otherwise it would have been in the package. Again that is another indicator to me that the warehouse, that this part was shipped from, is at fault, NOT ME. Humans do make mistakes. I am trying to figure out how is Mr. [redacted] 100% sure that this item was properly packaged from the warehouse, when he is in Madison, WI and the warehouse that this part was shipped from is located in Long Beach, CA. Humans do make mistakes, Mr. [redacted], and I do believe that humans work at the warehouse in Long Beach, CA. Also on the evening of 30 January, I received an email about a core charge that was supposed to be returned to me, for sending in my defected part off of my vehicle. I called on the morning of the 31st of January to see if there was a way to get the reimbursement another way because I had closed the account that I had used previously, due to the threats that my card would be charged. I was informed that all matters regarding this account were on hold until a dispute has been resolved. I believe that I have upheld my end of the deal with rockauto.com and believe that they should honor their end. I am really dissatisfied with the service that I have received from Mr. [redacted]. I did not realize that rockauto.com treated their customers this way. This gentleman, Mr. [redacted], has insulted my integrity. I am a [redacted] and have been in the military for ** years. And I have never been treated the way this gentleman treated me. I admit that I used some harsh words with Mr. [redacted], and for that I do apologize, but when my integrity is in question, I will stand up for what I know is right.Desired Settlement: I would like the business to return my core charge for the part that I have sent them. The core charge is $180.00.

Business

Response:

We sincerely regret that this customer

initially received an incorrect part. Our phone, email and order

notes records indicate that at no point in the customer's first

conversation with our representative did he state or suggest the part

was broken in any way, though we do see he asked whether he should

take photos of the part. Since we had been told the only issue was

the part was that it was the wrong part (and not damaged or broken),

we declined his offer to take photos of the part. We set up a return

for him for the incorrectly shipped part, reasonably expecting to

receive an intact, new, resalable part. The oil pump he purchased

retails in our catalog for $681.79, with a $180 core charge, for a

total paid upfront of $861.79.

We generated him a prepaid FedEx label

to return it. When the part was returned, it arrived significantly

damaged and with none of the shipping box filler the manufacturer

includes with delicate parts like the high pressure diesel injection

oil pump this customer purchased. The part would have been shipped

with a piece of foam filler and a protective cap over the electrical

connector, as indicated in the attached Photo1 and Photo1a. The part arrived with

the connector broken clean off and missing the protective cap that

would normally keep that connector intact in transit, as seen in the

attached Photo 2. We spoke with the first representative who set up

the customer's return, who stated that at no point did the customer

suggest the part arrived broken. The difference in the broken part and the new, intact part can be seen in Photo5.

We then were informed by the

manufacturer that we, RockAuto, would not be credited for the

returned Shipped Wrong part, because it was rendered a complete loss

– unusable and not resalable. Due to the high cost of the part, we

contacted the customer to verify what happened and notify him we

would need to recoup the cost of the part. However, we must admit,

this is where we faulted. The customer held up his end of the deal

and shipped back the incorrect, new part, which we expected to

receive intact. If it did indeed arrive to him damaged, without the

filler and without the protective cap, which is possible, we should

have requested that he send along the photos. Indeed, the lack of

damage to the exterior FedEx shipping box the customer placed the

product box into for shipping indicates the part arrived to the customer

damaged originally, as

seen in the attached Photo3 of the exterior shipping box and Photo4, of

the damaged product box, filler and damaged part. Our representative

should not

have attempted to charge the customer's card for the cost of the

returned part, since the customer had already received a new,

correct, intact part and had done what we asked by returning the

part, allegedly as he received it.

RockAuto trains all of its Supply Chain

Managers to make logical and sound business decisions, with the

customer's and company's best possible intentions in mind. We must

admit that attempting to charge the customer for an $860 part that he

did pay for and did not have in his possession was a grievous error on our part. We

also apologize for the negative interaction this customer had with

RockAuto over this ordeal. We are attempting to file a claim with

FedEx for half the cost of the damaged, returned part, and we

recouped half the cost of the part from the manufacturer, in the

amount of $394.30.

We see that he shipped back his core.

While we were unable to refund the core charge until we cleared up

the crediting problem with the damaged, returned part, we have now issued that

refund. However, his core was deemed unusable and unrebuildable by

the manufacturer. They were able to offer a 50%, $90 core credit to

the customer, which we now have refunded to the Visa and MasterCard

he used to place the order originally, in the respective amounts of

$78.57 to his Visa card and $11.43 to his MasterCard.

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. However, I do know that when you return a part for a core charge the buisness doesn't send the part off to see if it is salvageable before they give you the core charge. If this issue would not have happened, I am positive that I would have had my whole $180 core charge returned to me. So if this is how RockAuto wants to do buisness, fine. I'm sure I can find some better buisness somewhere else. Thanks and have a great day.

Review: I purchased a set of brake pads by Powerstop Evolution Zero Noise Tolerance #[redacted] front and back for a 2011 Chevrolet Tahoe from Rock Auto, LLC on line. The website and box claimed that this brake pads are noise free, and that was the main reason for making the purchase. After installation they appeared noisy. I called Rock Auto, LLC and the technician told me that this certain brake pads took a certain amount of miles before the brake pad would brake in and stop being noisy. After 4000 miles( plenty of miles for a brake in) they continue to make a very loud noisy whistle to the point that I have to close my window. I called back to Rock Auto, LLC and this time they told me very straight forward that I should of have sent the brake pads back immediately ( which is impossible to do when the brakes are already installed in the vehicle) They claimed that there was nothing that Rock Auto could do to address my defective brake pad noise. They were sold as Zero Noise Tolerence. Now I have to have this brake pads removed and make another brake pad purchase on top of the one hundred dollars I spent with Rock Auto. I bought this certain brake pads because they are advertised on the web site and the box ( Zero Noise Tolerence) but they are not, they are very noisy . I want Rock Auto to back up their merchandise and refund my money back. Defective merchandise!Desired Settlement: I will send back the defective brake pads and for Rock Auto, LLC to fully refund my account, including the purchase of the brake pads, tax and ship and handling for a full refund - The brake pads have very low miles, they are just too noisy they are defective.

Business

Response:

This customer placed an order for two

sets of brake pads on August 17th, 2013. In our catalog

listing and under the Warranties page on our website, we list that

these products are covered by a 2 week/500 mile warranty through the

manufacturer. We also list on our FAQ page that all products we sell

are under a 30 day return policy through RockAuto.

On February 1st 2014, over 4

months after his purchase, the customer notified us for the first

time that he was experiencing noise with these brake pads. To

clarify, we do not staff any technicians at RockAuto. However, when

our representative noticed that these products were no longer covered

under warranty, he offered the suggestion of following a common

break-in procedure to see if that might help with the noise. When the

customer contacted us on March 1st reporting that the

break-in procedure did not fix the problem, we informed the customer

that since the products were no longer covered by the 2 week/500 mile

warranty, we were unable to assist him through a warranty replacement

or refund.

As our Warranties page states, “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. If you have a problem with a part during

the warranty period, please contact us and we will arrange a return

and replacement of the same part

(http://www.rockauto.com/docs/warranty.php).”

As a retailer, we assist our customers through manufacturers'

warranties. Had the customer informed us of the problem he

experienced within the warranty period or within our 30 day return

window, we would have been able to help him replace these parts or

return them for a refund. However, when we are informed of a problem

after it occurs and the product is outside of the warranty period, we

are unable to replace the product or provide a refund. No return or

refund of these products will be permitted, considering they are no

longer covered by the posted warranty and were not under warranty

when RockAuto was first informed of the problem.

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.

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,

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.