RockAuto

I have received two defective parts from RockAuto. The company wants me to pay for shipping them back to them. I have filed a complaint with them. I have not yet received a response. I also have to pack up the bad parts and take them someplace to return them.

I feel that the SUPPOSED customer service individual was not helpful at all. He should try to HELP, not say I see what is wrong and not indicate anything pursuant to getting the sale. I don't know what sales programs you have used in training your staff. In the real world there are many accredited sales programs. You should try one now and then, rather than brushing it under the rug. N A P A AUTO PARTS FROM NOW ON FOR ME..................................................ONLINE IS FOR THE BIRDS, ANOTHER WAY TO HIDE FROM THE WRONG PARTS.........................................................

My part was shipped quickly but the shipper that RockAuto uses is a disgrace to the shipping business. I was called to make an appointment four times. Each time the shipper never showed and we never received a call. Two of these times my wife took time off of work to be home. The shipper was totally unresponsive to calls and did nothing but set up new appointments which were all no shows. I paid about $130 to have my bumper shipped and deserve a better explanation than we ran late on another delivery. I think that Rock Auto should refund my shipping charges. I am trying to get in touch with their representative who never returns my calls. Again, lots of I'm sorrys without any action.

I will not do business with this company ever again. I ordered a vent valve and a set of head light bulbs, what I got the first time was two separate brake cables (not even close!) But ok mistakes happen so I go online to return and website wasn't 100% user friendly so when I contacted the customer service rep to get help he berated me because I told him the website was wasn't user friendly and he replied to me that I basically didn't know what I was talking about because it is very easy to use. I told him, of course it's easy to you, you look at it everyday! Any how, so I get through that, drive to the nearest fedex to ship back, a week later my package shows up, the vent valve is correct but the light bulbs in package aren't the same p/n as the package or the p/n I ordered. So I get back to the customer service rep again (mark) because now it's a second return on same item (not my fault!) And he basically told me sorry and to send them back again and when they get them they will send out new ones if I would like. I told him, well if that was the first time it happened, sorry would cover it but this was the second time they screwed up, he wouldn't budge one bit on reimbursing me for the time and fuel to drive back yet again to return the second screwup. They just lost a customer and I WILL SPREAD BAD REVIEWS ABOUT THEM SO NO ONE ELSE HAS TO BE MISTREATED SUCH AS I DID.

Review: on oct.13, 2013,, I loaded $140.00 on to my rush card @ [redacted]s in [redacted].. I came home , got on-line with rockauto.com. to order a fuel pump for my oldsmolbile aurua 98, (misspelled) but I used my visa rush card to order that product, and I called them (rockauto) to see if my order went through,, the lady I spoke to first said my card was declined and I need to get in touch with my bank,, I called rush card and said the money was took out by rockauto, ,the amount took out was $110.57..so I called back rockauto, the man I spoke to said they denied my card and purchased caused I put in a wrong address that did not match my rushcard, I told the man , I seen the mistake and changed it to the correct one,,, and how do I get my money back,, he said the "ball is in rushcards park and they have to put the money back on my card" "we have nothing to do with it anymore" but my account is still saying rockauto has the money and that the part is order, and the man said they disputed my order, I have the receipts and everything concerning this situation. I WANT MY MONEY BACK ON MY RUSHCARD,, OR I WANT THE FUEL PUMP I ORDERD, ONE OR THE OTHER,, IM TIRED OF GOING BACK AND FORTH TO ROCKAUTO AND MY RUSHCARD REP. AND WAITING ON THE PHONE 20 TO 30 MINS FOR EITHER ONE TO ANSWER THE PHONE ,,AUTOROCK DONT NEVER GIVE ME A CLEAR ANSWER, I ASK THEN IT SOUNDS LIKE THEY GET TIRED OF HEARING ME AND HURRY ME OFF THE PHONE, I NEED THAT MONEY BACK SOON AS POSIBBLE OR THE FUEL PUMP,, FOR A 1998 OLDSMOLBILE AURORA, 4.0L..PLEASE HELP ,,, I REALLY NEED MY CAR BACK ON THE ROAD AND ROCKAUTO JUST GAVE MY HOPES UP. THANK YOU [redacted]Desired Settlement: I want either the fuelpump or a refund back to my rushcard (visa). and for all this hassle I should not have to wait 3 to 4 business days to wait for the fuel pump if they desided to send it,, my refund either,,

Business

Response:

We are very sorry this customer

experienced trouble placing her order. The Rushcard she used was

connected to her PayPal account, so, rather than choosing the “Visa”

payment method to place her order, she needed to choose PayPal.

The customer re-tried placing the order

on October 14, choosing PayPal as her payment method, and that order

shipped to her. It arrived Wednesday, October 16, less than 2

business days after she completed the order successfully.

Review: I made a purchase from Rock Auto on 10/2/13 for 4 struts. At this time, my husband and I called to confirm eligibility for these with a promotion the manufacturer was offering called Monroe Shocktober. We were advised by customer service representatives that these qualified and were directed to the website for rebate submission. The rebate was by 3, get the 4th free through a rebate via Visa giftcard. I submitted the warranty claim online and followed up with [redacted] Rewards, the third party, via mail as well. My claim was denied. Shortly after, I had to reach out to Rock Auto again because of this as well as the fact that two of the struts were defective. We placed a new order and went through the exchange (or warranty as they refer to it) process. During this period my husband and I again spoke to representatives regarding the issue with [redacted], and woman with a name similar to [redacted] or [redacted], and one other representative advised us if we had further problems with [redacted], the third party, to reach back out to Rock Auto and they would take care of it because we should have no problem with getting the rebate for these parts. On 11/18/13 after mailing the paperwork to [redacted] again, we were denied. I reached back out to Rock Auto. I have emails below where the company is not standing behind what their representatives told me and failing to provide the rebate I was told I would receive (in the amount of $59,99, the least expensive of the price points on the struts- two were $69.99 and two were $59.99) and that they never informed us of this. They even refused to put me in contact with a supervisor. I will attach the emails or can forward upon request.Desired Settlement: Credit or Visa gift card in the amount of $59.99 as promised.

Business

Response:

We are sorry this customer does not qualify for the Monroe/[redacted] rebate. It is our customers' responsibilities to follow up on rebates and ensure the products they are purchasing qualify. This customer purchased Monroe Econo-Matic struts, which are Monroe's economy line struts. Monroe/[redacted]'s Shocktober rebate program offered rebates to customers who purchased 4 qualifying struts, including Quick-Struts, their high-end strut line. Econo-Matic struts were not included in the rebate program. We apologize for any confusion and that she does not qualify for the rebate, but the refund she requests cannot be provided.

Business

Response:

We are sorry if there was confusion

regarding with whom this customer spoke. RockAuto keeps detailed

order notes and records based on the customer's phone number and

email address, so if she has contacted us multiple times from

different phone numbers, that would explain the confusion. Based on

the order notes we have regarding her various purchases, every

representative with whom she worked has been followed up with, and

none recalls any mention of her rebate eligibility.

Additionally, our representatives would

not encourage a customer to contact RockAuto if s/he had problems

securing a rebate with the manufacturer. Rebates are facilitated

through the manufacturer, and RockAuto is not responsible for helping

a customer secure a rebate. It is unreasonable to expect a retailer

to refund a rebate for which the customer is not eligible and which

the retailer itself did not create. At this point, we must reiterate that we are unable to refund

her money that she did not pay to us, nor are we able to convince the

manufacturer to process a rebate for which she is not eligible.

Consumer

Response:

Review: On February 4, 2014, I ordered SEALED POWER BK6179 (BK6179@STD) Lower Engine Kit at a price of $ 1746.79 plus shipping and used a 5% discount provided to me by the company as part of the order # [redacted]. I also paid for this item at the purchase time. On February 7, Rockauto notified me that they cancelled part of my order without my authorization. The company said the part is likely to come back into stock in the near future but refused to extend my order. I inquired about extending the 5% discount for use when the part returns to stock, they refused to extend my discount. I was told my part is widely available on the Internet, so I asked them to find it at the price they offered me with my discount, they refused. I asked about cancelling the remainder of my order they refused. I spoke with [redacted] at ###-###-####.Desired Settlement: Delivery of the SEALED POWER BK6179 (BK6179@STD) Lower Engine Kit at a price of $ 1746.79 plus 5%. I was told the part is widely available so the company is able to find it and should honor their price and discounts.

Business

Response:

We sincerely regret that the lower engine kit

this customer purchased was out of stock. He placed his order

Tuesday, February 4, for a kit that was listed with a three business

day delay in our catalog. This delay usually is listed for non-stock

parts that are on back-order or that the manufacturer physically must

make before shipping. In this case, the pistons in the lower engine

kit the customer chose are on back-order and will not be available

until mid-May 2014. We are unable to keep an order for an

out-of-stock part open for this amount of time, so we needed to

cancel the kit from his order. When we did, his PayPal account was

refunded automatically for the cost of the lower engine kit and the

proportionate amount of shipping he would have paid for it, for a

total refund of $1,680.62, issued on February 10.

He then was charged only for the part

on his order that shipped, the cylinder head bolts, for a total order

charge of $67.52. He received the 5% discount he used for the order

on the price of the cylinder head bolts. We were unable to cancel

this part of the order, since it had already shipped by the time we

were notified by the manufacturer that the lower engine kit was

unavailable. However, he is still within our 30-day return policy, so

if he wishes to return the head bolts, he can set up a return for

them online, at our Order Status & Returns page.

While we cannot extend 5% discount

codes, since they are generated automatically with each new order

placed and are valid for exactly 60 days from the date of issue, the

customer would have been issued another, new 5% discount code for

placing his latest order, order number [redacted]. However, on February

8, he elected to opt out of email contact with RockAuto, so his

discount code email was not generated. If he would like to opt in to

email contact again, we can generate this 5% discount code for him,

and he can use it to place the order for the lower engine kit when it

is available again in mid-May. If he is interested in opting in again

to RockAuto emails, we encourage him to contact us via email

directly, at erica at rockauto dot com.

We believe the customer also may have

been confusing our representative's statement that discount codes are

available widely on the Internet with the notion that the lower

engine kit he ordered is available widely on the Internet. The lower

engine kit is not available currently, at any online retailer, due to

the pistons being on back-order. Our representative indicated to the

customer that discount codes are available widely on the

Internet, and can be found by performing an Internet search for

“RockAuto Discount Code,” should the customer wish to use one on

a future order.

Consumer

Response:

Review: I ordered an AC compressor kit from Rock Auto on Monday April 14th 2014 and had it installed by an AC mechanic on Saturday April 19th 2014. The AC compressor clutch would not engage and mechanic informed me that the brand new AC compressor was bad. I paid $390 to have the new compressor installed and I was told by Rock Auto that they would replace the brand new compressor with a new compressor but I would have to pay an additional $390 to have the new compressor installed.Desired Settlement: I want to be refunded the $390 for the labor cost of having the second new AC compressor installed.

Business

Response:

When this customer called us to report

that the A/C Compressor that he ordered was not working properly,

according to our warranty policy we offered the customer a

replacement compressor under warranty or a return of the A/C

compressor and component kit for a refund. The customer indicated

that he preferred a replacement of the A/C compressor. When the

customer requested we pay for his labor costs for installation, we

explained that neither RockAuto nor the manufacturer covers labor

costs under warranty. As our FAQ page states, “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).

Thus, no reimbursement of labor costs will be granted to the

customer. Should the customer wish to continue with a warranty

replacement of the A/C compressor or a return for a refund of the A/C

Compressor and Component Kit, he is welcome to contact our customer

service team to arrange the warranty replacement or refund.

Review: After purchasing a major car part from RockAuto they shipped me the wrong part and after contacting them they stated that they would not ship the correct one until I shipped the wrong one back. They did provide shipping return label but I had to drive over 40 miles because of their mistake. Once the returned part was processed they created a new order for the correct part to ship the the same day, but it did not ship. I contacted them the next day and they told me it would go out that day and within an hour I received a voicemail that stated that they could not ship the part because they could not locate any of the parts and did not know if they would get anymore and insisted that they refund my payment which they did. Later that day I checked their web site as I was told it would reflect that they did not have them in stock and to my surprise they had them listed but with a very larger shipping charge. They sold me the part and took my money but then refunded it so they could raise the shipping cost. I was mislead about the part status every time I talked to them about it. So in closing they sold me a part,took my payment, sent the wrong part and then cancelled my order under false pretense. Not a very good way to do businessDesired Settlement: Something to compensate all my time and gas that I was out at no fault of mine

Business

Response:

We are very sorry

for the confusion surrounding this order. As our representative

explained, the problem resulted from incorrect data, not a stock

issue. Initially, our warehouse sent an incorrect part to the

customer. We offered the customer a prepaid FedEx return label to

return the incorrect product. This is the first time we have been

informed that this prepaid label was not an acceptable return

solution from the customer, but are glad he was able to return the

product. Usually, we would reship the part to the customer at no cost

as soon as we saw the part was on its way back to us via tracking.

However, due to incorrect data about the dimensions of this part that

we did not discover until trying to reship this item, we discovered

the shipping method the customer initially chose (FedEx Ground) was

not an option. Rather, truck freight is required to ship the part. We

apologize for the incorrect dimensions data that initially resulted

in the customer being shown an incorrect shipping quote. Since the

service the customer originally ordered (Ground shipping) is

impossible, we provided the customer with a full refund for this

order.

Consumer

Response:

Review: I purchased a fuel pump order # [redacted] for my vehicle which my mechanic charged my $130 to remove old one and replace new one. I added more gas and drove for about 5 minutes and then the fuel icon came on and then continued to fade in and out and the fuel gauge continued to go from F and E and everywhere in between.

I called RockAuto back and talked to a [redacted] ext. #[redacted] and he said he would warranty part when I sent defective pump back. I asked [redacted] that they was not satisfactory because I was going have to pay same mechanic again for this defective pump that goes inside the fuel tank. He did not offer anything else for the inconvenience of this defective part and then became very short with me when I asked to speak to some one else of higher authority. He gave me a name of a person name [redacted] ext. #[redacted] and said he would not be available till Monday. I asked for [redacted]'s last name and he said he was not obligated to give me his last name. I know RockAuto's intention is not to send out defective parts but when the part they send out is defective, they should at least compensate for labor charges and then ask maker of fuel pump to compensate them for extra charge. I am sure the vendor will work with them because I have worked in retail and worked with vendors. I am willing to email bill and charge to my credit card for proof of cost.Desired Settlement: I would like RockAuto to pay for the re-installment of another fuel pump.

Business

Response:

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 our Policies

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. We have a 30 day return policy, so we cover shipping

charges on products that fail in this time frame and allow a return

for refund rather than the usual part-for-part replacement. Since

this customer's pump failed within 30 days of purchase, we offered a

prepaid return label to send the part back for either reshipment of

the same part or a full refund on the order. The manufacturer does

not consider labor claims, so no labor costs will be refunded. The

customer can use the return instructions we emailed him to return the

part for a full refund or contact our customer service department

before sending the part back if he prefers a reshipment.

Review: On January 17th, 2015 I ordered two replacement mirrors for my Audi A4 from Rock Auto. I used their search engine to find appropriate parts by putting my car information and placed my order. After receiving my order I saw that I was sent mirrors for VW Passat that has different shape than my mirrors. I went to the Manufacturing web site listed on the boxes that I received and found what I need it. I contacted Rock Auto for a refund of my $29.15 that I paid and to get a ticket to return the wrong part I was sent. Instead they told me that they will take the order back but will only return $16.40 because it was my fault that I didn't measured my mirrors. I tried to explained that what I received from them it's not for my car but for a different car and the shape (not the size) is different and it would not fit my car. They still insisted that is my fault and they will not give me my full refund. I strongly feel that I did everything correctly and it was Rock Auto error. This is why I should be giving my full refund.Desired Settlement: I would like to have my full refund back to my credit card.

Business

Response:

This

customer purchased two mirrors that fit several Volkswagen and Audi

models. Our listings specify dimensions and shape for both mirrors

along with photos of the products so customers can match their

original mirrors against the part listings. Photos of

both mirrors show the mirrors' profiles. As our FAQ page explains

([redacted]), the part

description lists fitment details that should be checked prior to

purchase. Sometimes a single vehicle uses multiple versions of a

part, and sometimes different versions of a vehicle require different

parts.

First the customer told us the size was

wrong. When we asked the size of the original mirrors for comparison,

the customer did not answer our question so we're still not sure what

size she needs and received. However, we apologize for not properly

addressing the shape difference. Due to this oversight we have

refunded the customer for all shipping costs for the mirrors as

requested.

Review: I purchased a power steering pump replacement for a 1994 Cavalier. The pump was defective (Bad shaft seal)

I called and obtained a return authorization. Rock auto told me I was outside the return window however, they would make an exception and issued the R.A. I then followed up with the tracking # of the returned package (as requested by Rockauto). I waited a couple of months and did not receive a return. I placed another call to customer service and was offered "store credit"in the amount of $80.79 . I accepted the offer and did not have a reason to use it until now. 06/01/2015.

I attempted to use the store credit and a pop up on the screen advised me that the store credit # that I was issued was no longer valid. I placed a call today to customer service and the operator confirmed that Rockauto had rescinded the offer due to non use . I asked to speak to a supervisor and was informed that I would receive a call back. The return call was from a person who identified himself as Jessie (spelling?) Jessie only confirmed what the first customer service rep had said. When I asked If he (Jessie) was a higher level (as I requested) than the first rep Jessie said he was in fact the same level. I asked again to speak with someone of a higher level and he (Jessie) informed me that "there is no one higher, Just the owner. I believe that statement to be completely false and I don't believe they made attempt to rectify the situation. I feel the credit should be honored, or The money should be refunded. I am a small business owner and would never allow any of my people to treat a customer (no matter how small) this way.Desired Settlement: Refund the $80.79 in store credit or check/money order

Business

Response:

In July 2013, this customer purchased a

part from us. In December 2013 that part failed. As our Warranties

page explains, 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. 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.

Since the customer had an extenuating

circumstance, we offered to make a one-time exception as a return for

a refund of the part cost in the form of store credit. He accepted

this offer, returned the part, and on 12/18/13 we issued him a store

credit code along with clear indication of its expiration date

exactly one year from the date of issue (12/18/14). In June 2015 the

customer requested that we allow him to use the store credit code

that had expired nearly 6 months previously. We explained that since

the code's expiration date was clearly indicated upon issue and he

chose not to use it before its expiration, no further exception to

the already-provided warranty exception would be provided.

Review: Purchased a re-built alternator from Rockauto. After installing, discovered that the alternator was putting out too many volts which damaged the electrical system on the vehicle. Contacted Rockauto and was informed that they are not responsible for damage to vehicle. The representative on the phone would not assist me in contacting the manufacturer in an effort to recover some of the expenses, which could reach thousands of dollars. While trying to discuss the problem with Rockauto representative, they offered no help at all nor would not give me numbers for anyone else to contact. At that point Rockauto hung up the phone. I was courteous while on the phone and didn't deserve the attitude.

The alternator was returned for refund.Desired Settlement: I would like to have some sort of assistance with the cost of repairing the vehicle and/or an individual of some consequence calling to lend assistance.

Business

Response:

Mr.

[redacted] already received a full refund of everything he paid to

RockAuto, prior to this complaint submission. As a gesture of

goodwill, we offered to reimburse the cost of installing the failed

part (calculated at $52 using manufacturer estimates of labor hours). Mr. [redacted] declined that offer.

RockAuto will not pay for parts he did not purchase from us or other

work done to his vehicle.

Consumer

Response:

Review: I purchased six boxes of cylinder head bolts Fel Pro part number ES72212 that was listed with a sale price of $23.99 and a quantity of six listed at that price. I completed the purchase and my credit card was charged. I received a order confirmation email the same day March 17th. The next day we were told by phone that the sale price was no longer available but that they did still have the part in stock and I would need to pay $48.89 each instead. I had other items on the order and my office manager instructed them to send the remaining parts and cancel the parts in question and I would call when I was back in town. Last week I called and spoke to someone about the error and asked that receive the parts I contracted to buy at the original price I paid since they still stocked the item. The customer service rep told me that he would not do that. I emailed the company expressing my concern and was told by the Operations Manager [redacted] (no last name given) in an email today March 29th that while they were allowed to send me the in-stock parts at the discounted price, he would not do so because it was not cost effective. On Rock Auto's website they explicitly say that if an item is listed as in-stock then it is in fact in-stock. Also, since I had already completed the order and a confirmation email was sent out listing the parts in question as in stock and ready to ship I believe they may have incorrectly removed the sale items in order to sell them to me at the higher regular price. I looked over their website and there is no mention of when an order is deemed completed and without any listed policy that would say otherwise, then I believe my order was complete the moment my card was charged. Once I completed my order and paid for the items I was then asked to pay more for the items or they would not be shipped. This is dishonest business practice and one that is not practiced by their competitors.Desired Settlement: I would like the six items I ordered at the originally agreed upon and completed price of $23.99 each.

Business

Response:

We are sorry that we sold out of the Wholesaler Closeout parts Mr. [redacted] ordered. He chose 6 cylinder head bolts for $23.99 each and 1 valve cover gasket for $10.61. As our Help page explains, closeout parts are our "clearance rack." They:Are new (unless marked "remanufactured") but may be older inventory ("last year's style") and look different than our regular inventory of the same part (a different color, for example, with a grease fitting newer parts do not have, or lacking hardware which was sold separately in the past)Were acquired at discounted prices from companies liquidating inventory (because they were overstocked, decided to carry a different brand, went out of business, etc.)Are limited to quantity on hand and cannot be replaced with regular inventory at the same price.When our warehouse notified us of the shortage, we contacted Mr. [redacted]’s office manager and refunded the cost of the parts, plus their associated shipping. No additional action is required.

Consumer

Response:

I am well pleased with both the quality and the speed of delivery

Shipping was fast. I received the part fast and the packaging was excellent.

Rock Auto is the best! Not many companies will ship to the Virgin Islands so it is much appreciated!!

Prices are excellent, products are quality, items ship out promptly, being patient and planning out repairs saves big money over the parts stores, who wouldn't appreciate this business?

Good

Great and Quick