RockAuto

Summer of 2013 I ordered a set of front and rear struts for my car, I received the parts without the hardware, eventually Rock Auto did send the replacement units with the hardware however this delayed my repairs for approx. one month.

This is a poor example of product quality control.

January 2014 I ordered an O2 sensor and a Delco EGR valve. What I received was the correct O2 sensor that I ordered however the EGR valve was not a Delco unit, it was an another brand (looking like a Standard Motor parts unit) .

The numbers on the product were laser etched on the part and did not match the Delco part number I ordered,the box was a plain white box with Delco decals

Delco parts have their part numbers stamped into the product, the box is white, red and blue with the part number printed on the box.

I called Rock Auto to attempt to resolve this issue, after speaking to 3 or 4 customer reps. (one of them even hung up on me) they except one of them tried to tell me that it was a Delco part without even knowing what the part looked like.

The more intelligent one (Lina) asked me to e-mail her a photo of the part which I did, they still tried to tell me that it was a Delco part. I advised her that the part number that was on the part that they sent me decodes as a Delco wiper motor for a 1984-85 Eldorado proving that it was not a Delco part.

I had asked to speak to a supervisor and was told that there are no supervisors (what a joke this is)upon reading other reviews other customers have also been fed this line to them. I asked them if they could provide me with the company's CEO's e-mail address which they did.

I sent an e-mail to him but have not heard back and don't think that I ever will.

I was astonished that they behave in this matter, this again is very, very poor quality control and lack of positive customer service.

All I wanted was to have the difference in the price of the items refunded (25.00) , no one was able or willing to do this which I was very surprised.

I called my credit card company for their help, I explained the situation, they misunderstood what I wanted which again surprised me, they thought that I did not receive the items (boy oh boy).

Upon explaining it again to my credit card company they now understood my problem. They refunded me the difference as a goodwill gesture which I was not really happy with but I accepted this resolution. I was disappointed with this as this lets Rock Auto off the hook.

PLEASE BEWARE OF ROCK AUTO AS THEY WILL DEFLECT THE ISSUSES BY TRYING BLAME THE CUSTOMER !!

IF YOU EXPERIENCE PROBLEMS WITH ROCK AUTO JUST CALL YOUR CREDIT CARD COMPANY, IF ENOUGH PEOPLE DO THIS ROCK AUTO WILL HOPEFULLY BE EXCLUDED AS YOUR CREDIT CARD MERCHANT THUS REDUCING THEIR SALES AND HOPEFULLY THIS LEADS TO BETTER CUSTOMER RELATIONS.

I have bought various auto parts over the last several years, and RockAuto has always had the best prices and great customer service. I have never had a problem.

Best parts supply I have found on or off the web

Review: I bought a alternator from this business on 5-1-15 and ever since it has been on my vehicle it has been making a loud noise and my local shop told me the bushings r going out and when I contacted the company on 6-28-15 the want me to either buy a new one n they would refund the amount after they get the old one bk which I do not have the money to do that. or they want me to take the old one off n send it to them n once they get it they will send the new one out to me which I can not do either as I work 5 days a week n my wife has dr. appts and this is the only vehicle we have and my vehicle would b down for 3 or 4 days.Desired Settlement: I would just like to get a replacement alternator without being out any money or without a vehicle.

Business

Response:

The options the customer has outlined

are the available replacement options under the manufacturer's

warranty. We sympathize with the customer's financial situation, but

as a business we are unable to send out a new radiator without

payment for it. We require either a return in transit to us or a new

order placed through the website if he chooses to proceed with either

warranty replacement option.

Consumer

Response:

The only I'd be more satisfied is if they'd come and install the parts.

I am very pleased with them I ordered my parts on a monday and had then by thursday which was soon than their eta

I've ordered from Rock Auto several times and have been very satisfied with the quality and price of every item I have purchased.

Amazing service awesome prices if it's not an emergency auto part to get me off the side of the road it is a Rock Auto part

I just placed my order with Rock Auto so I cannot yet comment on the actual product at this point. The website is very straightforward and easy to navigate. The ordering process was quick and uncomplicated. And the prices can't be beat. If the products are satisfactory then I will be a customer for life.

So far so good. I've purchased an item with this company via my mechanic friend last year. And although it took longer to receive than an auto store, the discount was well worth it! :-)
This time a young mechanic mentioned another online warehouse but after comparing their prices and a local franchise, yours still won out! :D
I hope it arrives faster than predicted! ;) LOL

Always had good luck with their web site and accurate delivery estimates.

Review: Ordered part that did not work, called to receive return instructions, poor customer service, refused to honor warranty and take part back for refund or store creditDesired Settlement: Would like refund and shipping/handling charges refunded

Business

Response:

We are very sorry this customer had trouble with the fuel pump he purchased. He left this complaint prior to speaking with [redacted] of our warehouse, who in turn set up a return for a full refund, including the original shipping this customer paid, after the customer explained the problem he was experiencing further. Per the manufacturer's wrranty process, the full refund is subject to the manufacturer inspecting and testing the part to verify that the fuel pump did not fail due to tank contaminants, According to our records, the customer has yet to return the fuel pump.

A very capable air conditioning expert suggested Roc Auto to me for two parts which came to my home in very good time. One of the two parts fit and the other did not which meant a trip to a local auto parts store.
I will wait until I can ,return this part to Roc Auto to be able to honestly rate Roc Auto.

Very positive!

Sure do like the service that I have had with RockAuto. All gets here on time and in good shape.

AWSOME pricing! Easy to use site. I found everything I needed and more. However, I was going to order an item that was only $13.00 but to ship it was over $30.00 so needless to say I did not order that item. Other then that, fantastic site!

Review: I purchaced a clutch slave cylinder and it did not come a a rubber boot. The catalog said that the part did not come with the throw out bearing but says nothing about no boot seal making me think everything I needed was there. why would they say that knoew throw out bearing was included but not mention boot. I did not get to bothered when I noticed the part was useless to me and I had to go to a local part store and pay double the price but when I called rockauto to descuss return they said I would have to pay the $7 shipping .When I asked [redacted] if I could speak to a manager ,he said that he was the manager and know one else was available and he sounded like it was all a joke to him I could of purchaced another one for a few more $s if they bwouild of had there catalog correct. And when I asked how much the rubber boot would cost me they don't even sell it they said.They only sell half the partDesired Settlement: full refund with paid shipping and to update catalog to show no throw out bearing or rubber boot so the next person don't pull out a car transmission and find out the part is incomlete

Business

Response:

As

our Policies

page

explains, shipping charges are not refundable unless the return is

due to our mistake. We're not sure why this customer thought a rubber

boot would be included with the clutch slave cylinder he ordered. We

include a photo of the part the customer ordered in

our part listing, which -unlike alternatively offered products in the

catalog under the same vehicle- does not include a rubber boot. We

shipped the customer what was depicted and what he ordered. We accept

returns within 30 days, so if the customer wants to return it for a

part cost refund he can do so. No shipping charges will be refunded.

Save $$ Quality items.......This is my GO TO on line strore!

Great company to purchase car parts from!

Ordered countless times and have always been impressed with the product and the speed that it gets to me