RockAuto

Excellent reseller. One downside; very limited product knowledge by RockAuto customer service.

I have been buying parts from this company for over 10 years. Their prices and selection are unbeatable. The no nonsense service could be a standard for any other company to follow. Most of the time my orders have shipped the same day I placed the order or the next business day. They are exemplary at keeping you informed of tracking numbers and order status. The shipping costs are reasonable, there is a shipping choice for every time requirement and budget. When I have returned cores
I have been credited promptly. They have even offered discounted shipping for core return. What more can I say. This is the best place to buy car parts

RockAuto well they rock! Yes I sound like I'm from the 80's and proud to say I am. I can't comment on return issues because in more than ten years I don't remember ever having to return anything. Quality parts, quality employees and great prices to boot. What more do you want?

Awesome service and very quick shipping. Ordered 4 ignition coils for my 2008 honda element on friday. Parts were in my hand on monday. Highly recommend rockauto!

outstanding prices and customer service

I have bought many parts for many different Domestic and Import cars with nothing but the right part for a great price and quality.

I've used Rock Auto for dozens of parts orders over the years. The software they use is great, and I've only seen improvements on the web site as time goes on. I can't recall ever having a problem with any of my orders, even core returns or wrong part ordered returns.
The price is great, so what else could I want? Lots of places sell auto parts, but these guys make it simple and no hassle.

I noticed you on Velocity. Thought I'd check you out
The order process was simple. Impressive so far.

I love the service these great people provide. Very reliable and great parts,very good prices. I tell all my friends about rock auto is the place for there parts to. Great place and people to deal with. Thanks alot. [redacted]

Avoid. First I recieved parts out of Mexico that would never pass any American standards. Second I was overcharged for shipping, then made to wait. My math and customer services math was not the same.
I had ordered a radiator and new radiator cap from Rock Auto on Thursday. The post master could not deliver the item due to its size. So I had to go to the post office on Monday and pick it up. I was charged a extra $20.00 bucks and RockAuto says its not their fault even thought they forced me to pay extra as the priority mail was not a option. So they made $20.00 bucks off the shipping.
Then the OEM radiator cap I recieved was made of inferior materials. It had a plastic gasket instead of a runner gasket. I made the mistake of putting it on the radiator and now I cant get it off. So they made yet another $10.00 dollars off the order. Not so cheap are they now.
I fully expect the cap to fail. I will have to replace the radiator as I cant get the cap off. I hope it does not leave my family stranded or blow the motor.
I have talked with two people at RockAuto. Buy local and buy American.

Confusing website design. 2009 "late design" Parts ordered does not fit the 2009 viechle and only fits 2002 to 2005. Talked to customer service, but representative said will not do exchange and asking me to pay extra two times of shipping. Very bad business. Please do not buy anything from them.

Bad experience after doing business with them for years. Customers service is POOR.

This business has very poor customer service. They offer a coupon code then have no coupon code box for it. One assumes that there will be a place to enter it when continuing on through the order screens but instead you end at the order completed screen before being able to enter a promo code. I would have called up right away, but it is after business hours. I call the next day around noon at my first opportunity since I work, and they flatly refuse to give me the coupon code of 5% off. Then I am told they hide the promo code spot on purpose in the how did you hear about us spot. I try to explain that they can just credit my card back the 5% difference since they already shipped my order, but I am told that would cost something to the company because they would have to get someone to do it. Wow, you can't get someone to do customer service work because it would cost money? This is in the top two worst customer service reps I have ever talked to with the come to your door steak people being the near competition.

I will NEVER AGAIN order from them just because of their return policy!! If you order multiple parts, they usually come from 20 different wharehouses. Good luck trying to return several items! You literally need a degree in rocket science!!!

Review: On March 11th 2015 I bought an auto part, Rack and Pinion from Rock Auto for $33.38 which includes a $200 core with my Visa from Welfargo bank.

After receiving the part I returned the core to Rock Auto about three weeks ago, which they refund $183.93 back to my visa.

Prior to the returned I call and spoke to Nate, the supervisor that my Well Fargo account is closed from 3/2015 and I no longer have any account with Well Fargo. Nate then advise me that he would have to give me a store credit. I advised Nate that I no longer want to or interested in doing business with Rock Auto and I would like my refund in the form of a check returned to me to the address they have on file. At this point am getting the round about from Rock Auto about my refund. Since then I spoke to Aaron, Chris, Nate and Hannah again and no one seems to help me with the exception on giving me a store credit which I DO NOT WANT.

I called Well Fargo spoke to one of the Manager Liz, she stated that the money was returned to Rock Auto on 7/25/2015, with reference.

I called back Rock Auto spoke to Hannah, also email rock Auto with that information.

Please help, I just want my $183.93 back.

I asked Nate and Chris if they would the credit the refund to my Suntrust account, they reply No.Desired Settlement: I just want my money.. This is my money and it's not something that was given to me by Rock Auto.

Please ask them to mail me a check to my address they have on file.

Business

Response:

While

it is not typical practice to issue refunds to anything other than

the original payment method, since the details of this situation

called for an exception the customer was issued a check refund for

$183.93 as requested on 7/8/15. The customer has received and cashed

the check refund as of 7/15/15.

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: I ordered parts from this company back in October 10/6/2015 to be exact, one of the parts I received had went bad around January of 2016 so I filed a claim on that part asking for a refund on it because it was still under warranty, they had said that they cant do a refund on it, they could only send me another part but I would have to order it first and pay for it, so I did so thinking that that's not right but I did so anyways, well when that part came in it too was bad and I told them about and I also told them that I just want a refund on the part I just bought and the lady I spoke with said that would be fine that they can do that because that part is still refundable all I have to do is send it back and they would issue me a refund back on it as soon as they got it back to the warehouse and verified that its the part I ordered, I sent it back on February 9,2016, and they got it back on Monday 3/14/2016, so I called today to see when I would get my refund back and the guy I spoke to was very rude and talked to me as if I was stupid or something I explained to him what the emails all said and what the situation was about and he said that I wasn't getting a refund after all because I didn't send them all the parts back yet, that I still had to send them another part back to get my refund. I ordered the 1 and sent back the 1 that I wanted refunded and the lady I spoke with said that they would refund me and this guy today 3/18/2016 like I said was rude and argued with me and made me feel like I was stupid and not knowing what I was talking about, and then hung up on me because he said he was through talking me and that was it. I will never order parts from these people again they are rude and unfair and they do not stick to their promises or to their warranties they have.Desired Settlement: I want what was promised in the email I received which stated that would get the refund for the part which is only $64.95

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.Rockauto has resolved the problem that I had with them, there had been some communication problems with their reps but we got it fixed and they got me what I wanted. Thank you

Regards,

Review: I ordered a clutch for a 2001 vw jetta from rockauto.com in mid june of 2013. before ordering I explored their website and was confused about the different sizes of clutches that the website said all fix my car. so I called the customer service to verify which size would fit my car. I gave them the necessary info about my car and they advised me to order the 228 mm size clutch for my car, saying that it would fit. so I did order the clutch. when I received the part, however, the clutch was too large and would not fit my vehicle. so I called rockauto to try and return it and tell them what happened. all of the employees that I spoke to swore that they had done no wrong and that it was my fault for ordering the wrong clutch. in addition they would not refund me the original shipping cost ($62.52). not would they refund me the cost of shipping it back to them, in order to get the refund of just the part that I ordered ($130.79)Desired Settlement: I would like rock auto to refund me, the shipping(both to and from my residence) as well as refund me the purchase price of the clutch that they said would fit my vehicle

Business

Response:

We are sorry Mr. [redacted] received a

clutch that would not work for his 2001 VW Jetta. According to our

catalog, the clutch he purchased fits a European Market VW Jetta

only. European Market vehicles are often built to different

specifications, particularly with regard to transmissions, exhaust

and body features. Customers using our site can tell when a part will

fit only European Market cars by looking at the flags found in our

part descriptions, as you can see in the part description for the

part Mr. [redacted] purchased, [redacted].

The European Union flag is a clickable

link, and the text that appears when it is clicked reads, “A flag

next to a part number or car name indicates the market for which the

part manufacturer has provided application data. Part manufacturers

often provide application data only for their local markets so we do

not know whether their parts also fit cars in other markets.”

According to our phone and email

records and based on the name, email address and phone number he

entered into his order, Mr. [redacted] did not contact us prior to

placing his order online. For parts that are ordered incorrectly or

simply not wanted, we ask that our customers cover the return

shipping and then they are refunded for the part cost upon its return

to our warehouse.

We received the unwanted clutch back at

our Madison headquarters on Monday, July 8. However, the return

instructions indicated it should have been shipped to our originating

warehouse, which is in Great Britain. We have forwarded the return to

our correct return location in the UK. Mr. [redacted] will be refunded

for the part cost less the cost of the forwarding shipping of $74.79

within 5 business days of the part being returned to our UK

warehouse. We apologize sincerely if he was confused by the flag in

our catalog, but we are unable to refund him the original shipping

for a part that was ordered incorrectly.

Review: I ordered fuel injectors from rock auto for a 2005 subaru forester xt (turbo) the part number is [redacted]. It is a remanufactured part from GB remanufacturing Inc. The picture displayed is the part that is currently installed on my vehicle. it is a yellow top side feed injector with a metal nozzle and 12 orifice and has a red ring located between the two rubber O-rings. The part I received does not match the picture, it is a yellow top side feed injector with nozzle that is ~6mm shorter and has a plastic cap with four claws it also only has 4 orifice and has a green ring between the O-rings. Both dealerships have advised against installing these in my engine. and I contacted AUS Injector to ask what the difference is to which they said that there is a 10 degree difference in the spray pattern. Upon contacting both rock auto and GB remanufacturing I was told that they will work and that subaru just made some different ones. there is obviously a difference between them otherwise one would not exist or there would simply be no reason to make different ones and when I asked for the part number from subaru they gave me the part number and told me that they have the 12 orifice nozzle. I pointed out that these do not match the picture that is attached to the product and that it does not state anywhere that the product could be different upon arrival. I was told I could return them but I have to pay shipping both ways, which I dont think is fair as this was not my mistake. They assured me that these were the correct part as they have sold 41 and have had no complaints but the problem with that is that they offer the same part as a rebuild service where you send yours in to be rebuilt. so if someone sent theirs in they would obviously not have this issue. also it is entirely possible that some of the subaru foresters have the 4 orifice fuel injectors and that those were what they needed. my point is that there are many variables.Desired Settlement: I believe that the product should be refunded and the shipping charges reimbursed as the product was misrepresented by the picture they have posted with this product. I would not have ordered this product if it had the picture of what they actually are.

Business

Response:

We are very sorry this customer

received fuel injectors that appeared to be incorrect for his

vehicle. We verified with the manufacturer two separate times that

the injectors were correct for his year, make, model and engine size:

a 2005 Subaru Forester 2.5L H4 Turbo DOHC. The manufacturer confirmed

the dealer originally made several variations of the fuel

injectors,with different color o-rings. The green o-rings with 4

orificies will fit and function on this customer's vehicle,

like the original fuel injectors.

The customer chose to reverse his

PayPal transaction and file a dispute. He returned the fuel injectors

to our warehouse and was issued a refund via PayPal for $170.42, the

cost of the 3 fuel injectors he purchased, the 3 fuel injector

o-rings and the proportionate amount of shipping he paid for all the

parts. RockAuto maintains that these are the correct fuel injectors

for his car.

Review: Purchased multiple "wholesaler closeout" parts Advertised same as Manufacturer, private label, private packaging, etc. They are not the same. Some of the parts appear USED, and some are Missing Hardware which makes them uninstallable. As stated, these parts are not the Same as what they are advertised as.

Ordered multiple times from Rock Auto and Never had a problem until this order. I requested reimbursement for shipping both ways. I should not be paying double shipping for misrepresented parts.

Rock Auto purchased a load of wholesale parts from Car Quest, failed to check quality or compare items, and then shipped them out. Mistakes happen, all companies make them, that is life. Putting the blame on their mislabeling and misadvertisement is dishonest, it is also very poor customer service. Do not put the onus on the consumer.Desired Settlement: Requesting Reimbursement of Shipping both ways and Refund

Business

Response:

We are very sorry this customer

received parts that were missing hardware. We've set up a defective

return for him to return that particular part, and he has been

refunded for its part cost, along with the proportionate amount of

shipping he paid for them.

Regarding the parts that are labeled as

CarQuest when he was expecting Moog, the customer purchased private

label packaged, wholesaler closeout parts. Per our description online

for private label packaging, “Private label packaging may have

other company brands stamped on them as part of a wholesale

closeout special”

(http://www.rockauto.com/lang/en/answers.html#privatelabel).

The parts themselves are Moog parts, and should fit and function the

same as the original equipment manufacturer's parts. The parts should

also be brand-new, but the boxes or packaging may be older or

dustier, due to sitting on our warehouse's shelf for longer than

fast-moving, new inventory. We have set up returns for this customer

to ship back the parts he does not want, which are Moog parts in

CarQuest boxes, and we have refunded him for their part costs. We are

unable to refund the original shipping on parts that are simply not

needed or wanted, per our return policy

(http://www.rockauto.com/lang/en/policy.html#Returns).

Review: I ordered multiple parts called 3 times been lied to that they will fit my car I placed order as instructed received items wrong and 1 item damaged they have not refund my money for the item damaged they want me to pay to shipp items back 3 time to pay for shipping

This Business is scam they lie and cheat people we need to file class action lawsuit and shut them down.

This order was shipped 155 days ago.no refundDesired Settlement: $600 they owe me.

Business

Response:

We are sorry if there was any confusion

regarding this customer's returns. The hood he references, which

arrived damaged, went through the freight carrier's claims process.

The claim was denied. However, given that there is reasonable

evidence that the carrier may have been accountable for the damage,

we will consider a negotiated refund for the hood, if that will

resolve the customer's concerns.

Regarding the other two parts he

references, the bumper covers, we offered him a return for a full

part cost refund on July 22, 2013, as indicated in our response via

the Revdex.com. We have been waiting on the bumper covers to be returned

since. We have not received any tracking numbers regarding the return

shipments, so we can only assume he has not yet returned them for the

agreed-upon part cost refund.

Given the prolonged nature of this

situation, we are willing to credit him $120, half the cost of the

hood and the proportionate amount of the shipping he paid for it, as

a negotiated refund, to account for the troubles he experienced with

this part and the ensuing freight claim.

We cannot issue any refunds for the two

bumper covers until they are returned. If he has shipped them back to

our warehouse, we encourage him to provide us with the tracking

number(s), so we can verify their return and issue his refund.

We encourage him to email us directly

at erica at rockauto dot com, indicating both a) whether he would

like to take advantage of the $120 refund for the hood and b) the

return tracking number(s) for the bumper covers.