RockAuto

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

I've been a Rockauto customer for years. They're pricing and service can't be beat.

Very helpful and easy to understand.

A customer service phone # would be helpful!

Good prices, great service.

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.

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

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.

Rock Auto has absolutely terrible service. They sent a confirmation email that 2 items had shipped. Only one item shipped, costing me a second appointment fee with a trimmer. It was a several hour process for them to even admit that one part shipped, and more than one call was required to find this status. Finally, they admitted the part would not be available until next week. I'm stuck paying the second appointment fee regardless at this point. They never even offered an apology. They are definitely the bottom feeders of the parts industry. Here's a hint: Pay a little more and buy from a company with experience in CUSTOMER SERVICE!

Rock Auto offers 2 Business Day shipping at a substantial cost. I paid for that service and it is still going to take 4 days to get to me. I need the parts I ordered and that is why I paid extra to get them faster. As with all online companies, they take your money out of the bank as quick as possible but take their time getting you what you ordered.

Customer service is the worst I have ever dealt with in 30 years as a mechanic. 2 different labeled quick struts were sent to me and after contacting Mark in customer service early on a Friday and was told it would be taken care of the same day. I call back by 4 pm and he had left for the day. Then was told by Jen, I would have to wait til Monday to take care of my problem. Then told on Monday to take pictures again and email them in to Rock auto and they would contact the manufacturer. Well, that took several days.....meanwhile my mother doesn't have anything to drive for a week. It was finally rectified, but took way too long. Low prices are good but that should go hand in hand with customer service. I will never use Rock auto unless I have weeks to do a project. Not for time sensitive repairs!!!!!!!!!!!!!!!

Please be careful while navigating Rockauto.com website. It will add parts to your cart without your permission! My order went from 1 part to 9 parts without my knowledge and was charged for all 9. Return process is a joke. It all boils down to the fact that they do not care about individual customer's problems. You may have better luck than I did, but pray you don't have an issue. Resolution is a tough road with them.

Be weary of the line that says " payment will be charged when item ships". I placed an order, my card was charged instantly, recieved an email shortly stating that the part was out of stock. Okay understandable, However my card was already charged, no order was ever completed or shipped. But I still have to wait 3-5 business days for my refund when no transaction ever was complete? Also not being able to speak to a customer representative over the phone makes this process very frustrating.

Review: I purchased a new AC compressor from RockAuto.com. When I received it in the mail, I noticed a scraping sound when I turned the pulley by hand. I then called them to explain what the problem was, and that I didn't think it was normal. They called the manufacturer and they said it's perfectly normal for it to do that and to go ahead and install the part. I still didn't feel like it was right but I installed it anyway. After installation I started the car and immediately heard an awful scraping noise, and smelled burnt metal. I called them back to tell them there was definitely a problem and they said they could cover it by the warranty. I explained to them that this was NOT a warranty issue because the product was defective out of the box! They then proceeded to tell me I shouldn't have installed the part if I didn't think something was right, but THEY told me to install it. So now they want me to provide proof of purchase of the other AC components to cover the broken compressor, which I do not have. Although the compressor came out of the box defective and now they are trying to say they won't replace it or refund me when they are the ones that goofed.Desired Settlement: I will send them back this defective part that they obviously didn't check before they sent out. I want a FULL refund on the part for $128. They know they messed up by telling me to install the part, but they don't want to admit it.

Business

Response:

Upon purchase of an

A/C Compressor from RockAuto, customers are presented with the

following warranty information and requirements:

GPD Warranty Information

12

months. IMPORTANT A/C COMPRESSOR WARRANTY NOTE: In order to ensure

that proper warranty credit is issued if needed, the compressor

installation instructions must be adhered to. All compressors

returned for defect must show proof of purchase of an Orifice

Tube/Expansion Valve, Drier, and Approved A/C System Flush or a Work

Order showing the purchase of these items and that the system was

flushed using approved procedures.

When this customer

called to report a scraping sound when he turned the compressor by

hand, our representative checked with the technicians at the

manufacturer to see if this was indicative of a defective unit. Our

representative was told this did not necessarily indicate a defective

unit, so the customer could install the part. The customer contacted

us a second time after installing the compressor, and reported a

grinding noise and smell of burnt metal. According to the

manufacturer, these symptoms are most often caused by failing to add

oil to the compressor and/or failing to perform an A/C system flush

and replace necessary components. We informed the customer that as

long as he can provide the required documentation showing he

performed a system flush and replaced the required components, we

could assist him through a warranty return for either full refund or

part replacement. The customer informed us he could not provide that

documentation, so this part can not be returned under warranty.

Business

Response:

Now that we have been

informed that the A/C was never turned on, we can offer

a return for a full refund. Per

our

phone conversation with the customer on 7/8/14, we emailed

return instructions and a prepaid return label. Upon receipt of

the returned part, we will issue a full refund for this part to

the customer's PayPal 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.]

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 purchased a part through this website and paid more for overnight shipping. My part came and my father attempted to install it for me. He's an experienced and trustworthy mechanic for the family. He installed the part and then he noticed it did not fit correctly. We called customer service for Rock Auto and they told us to ship the part back and they will send us a replacement. My father packed everything back into the box in its original condition and we shipped it off immediately. We really need this job done ASAP. So I called Rock Auto and requested they send me a replacement part ASAP because of my expedited shipping. I was told that as soon as they received a notification from Fedex that the part had shipped, they would send my new part. I was lied to because they had to receive their part and inspect it first. I was first told that they checked all of the parts in the warehouse and a reshipment was not going to solve the problem so they gladly offered me a refund. I accepted. Upon receipt of the part, they sent me an email telling me that the part they received, which was four separate pieces, was not usable for another customer. They claimed that the kit was returned with a broken slave cylinder and that the rest of the parts except one were not in a usable condition so they offered me a $35 refund. The other option was to send the part back to me, but at my OWN expense. I told them that was unacceptable because I paid for overnight shipping. They said since the original part arrived on time, I do not get a refund for the shipping. We called on multiple occasions to explain that we did not dismember the part because we put them back the way we found them. They told us they would investigate what may have happened with the shipping. At this point they keep saying the same thing that we have two options the $35 refund and the part being shipped back to me at MY expense. They even sent me a picture from the manufacturer with a slave cylinder clearly dismembered and I did NOT pack it that way. They are crooks and have no regard to customer satisfaction.Desired Settlement: I would like a refund. I spent close to $300 for the parts and shipping. Now I am being accused of ruining the part which I did not do. They won't even send the "broken" part back to me with the expedited shipping I had paid for. I just need to get my car fixed. I am a traveling CNA and my job is very hard to do without my vehicle. I trusted Rock Auto to solve the problem and they have made it worse.

Business

Response:

This customer

ordered a clutch kit on 9/2/15 and chose next business day express

shipping. As promised we shipped the kit on 9/3 and it was delivered

on the next business day, 9/4. The customer paid for and received the

outbound shipping service she paid for.

The customer

reported a fitment difference (but never reported anything about it

being disassembled upon being received), so we provided a prepaid

return label to send the part back at no cost to the customer for

reshipment, thinking that there may have been a manufacturing error.

We had the warehouse check stock and found that all remaining stock

matched the measurements the customer reported receiving, so we

explained to the customer we'd need to inspect the return to try to

determine whether reshipment would be of any help prior to reshipping

it. Upon receipt of the returned product, it was carefully inspected

and found to be within specifications. This indicated the correct

product was shipped and that reshipping the same product would not

fix the customer's fitment difference.

Normally

we'd refund the customer for the returned item, but as evidenced by

the photos shared with the customer, the slave cylinder had been

disassembled prior to return. The springs were out and it had

clearly been taken apart. There was no damage to any of the packaging

to indicate damage by the carrier. As our Help

page explains, RockAuto will not accept returns of parts that have

been installed or modified.

We offered a $35 refund for any

salvageable parts or to ship the kit back to the customer at their

expense since the carrier needs payment for their service and

RockAuto was not responsible for the returned, disassembled part that

couldn't be resold. The customer chose to have it returned to her,

and as an additional courtesy we covered the outbound shipping back

to the customer.

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: 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.

Review: The company has refused to refund shipping on a order that was canceled and never shipped.Desired Settlement: Refund the shipping cost.

Business

Response:

The customer canceled one of

several parts from his order. Canceling one part did not change the

shipping cost for the remaining items, so no shipping refund is due.

Review: well I contacted rockauto about an ac kit that I bought for my 2002 chevy sub the kit has an ac comp / drier o ring and an expansion vale. the chevy did't come with an a/c comp and was told by the guy I bought it from he did't have time to put a new one in .some I got a better price .he also said that the flush was done .with that I bought the kit had put everything put on .not more then two min had gone by ac wasd getting very cold and then the comp started to make alot of noise so I shut it down .I know alot about autoparts I am a store manager of carquest and have been doing this for 35 years .but putting on an ac comp two min later .I don't think so .and if that's how they do biz .the lady at their customer service desk need to get I bit more traning .very bad customer service..sofar i've spent alittle over $500.it's not the money .it's about a part.when people buy from us we take care of them I will spend my money somewhere else thanksDesired Settlement: all I need is a Replacement. if not oh well there not the only game in town

Business

Response:

The manufacturer warranty terms for

the A/C compressor

kit Mr. [redacted] purchased require proof of an A/C

system flush. All compressor warranties, to our knowledge,

contain this requirement because even a tiny amount of debris in

an A/C system can quickly damage a new compressor. A system

left open for a period of time (as Mr. [redacted]' apparently was

since the compressor was missing when he purchased the vehicle)

is particularly likely to be contaminated. If Mr. [redacted] provides a

receipt from an A/C repair shop or other evidence showing the

system was flushed immediately prior to the installation of the

compressor he purchased, we are willing to arrange a

return and replacement as explained in our warranty

policy.

But if he relied on verbal assurances by the previous owner that

the system was clean and did not get it flushed, the compressor

is not covered under manufacturer's

warranty and replacement would require purchasing another

compressor.

Consumer

Response:

Review: My experience with this company is appalling , I ordered a fuel pump from there site that was listed to fit my car when I went to install it , it did'nt fit , So I called and spoke to [redacted] Told him my problem sent him pictures he agreed it was different then what was listed and ordered to fit my car , I even asked him if he could check the warehouse to see if the other pumps listed for my car would work , He got back to me and said no they would'nt and he would send an email with return shipping label for me to return the item ,Which was a lie because the airtex item they listed for my car did fit . I ended up going to advance auto to look at it , it was correct one so I bought it , Now I got my refund from paypal and Rock auto didnt refund my shipping cost , I called and spoke to [redacted] she told me it wasnt there mistake therefore they wont refund that to me even tho she saw the pics and agreed they were different I said your website told me it would fit , she replied WE DON'T GUARANTY THE PARTS WE SELL TO FIT YOUR CAR THAT OUR WEBSITE IS ONLY TO GUIDE YOU . I HAVE NEVER HEARD SUCH A THING , There site even asked for engine code vin , she assured me she was the voice of Rock auto and that there was no further action to be taken on my part .All I wanted was to be reimbursed the shipping cost Due to there website error , In there eyes it's ok I lost almost 7 dollars for there mistake,to me that doesnt show ANY customer service resolution . I would also like to let Future customers know what I was told .So they may reconsider before they buy from them . Because after this, Everyone I know WONT use them. All I was looking for was my $ 6.92 in shipping charges reimbursed to me due to the web site recomending me the incorrect part. I feel taken advantage of , mislead , and lied toDesired Settlement: Re imbursement of my shipping charges for there website error, and an apology for the lack of customer service I recieved

Business

Response:

The ends of the fuel

pumps for this customer's 1976 Vega come in different styles.

Regardless of how the ends look, they should fit as long as the

customer uses the appropriate included grommet that fits the base of

the fuel tank sending unit on the vehicle. Although the end of his

old pump looks different than what he ordered, we confirmed the part

he ordered should fit his vehicle. What he received matched the photo

in our listing, so we sent what he ordered. We're not sure why the

customer couldn't use this pump, but we're confident our listing is

correct.

Considering the

customer's inability to use the part despite our correct listing,

when the customer asked whether other brands we offered would fit we

explained we couldn't confirm they would. Since we shipped what he

ordered and our catalog is correct but he could not use the part, we

offered to cover one way shipping as a courtesy to the customer and

provide a part cost refund. The customer returned the part at our

expense using a prepaid shipping label we provided and we refunded

him accordingly. No further refund will be issued for a part that was

correctly listed and received.

Our website does not

ask for an engine code or VIN information for this part, so we're not

sure what the customer is referring to.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First off I'd like to say I made a mistake . Rock auto website doesn't not ask for a vin number after re checking there site , that was from another companys website . I apolgise for that

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.