RockAuto

My hood struts arrived well packaged in factory new condition, one day ahead of estimate! I am very pleased with my first order from the RockAuto Team.

Easy to use,priced best, quality goods, delivered to my door. It's an automatic choice,now.

compared to auto zone, advance auto parts, and others, You cannot beat there PRICE
AND SERVICE.

great price and fast delivery

I have nothing but very good things to say about rockauto. There have been very few times that I have not been able to find the part I need much cheaper than what I can find at the local stores, especially given the fact that I can purchase brands such as AC Delco and other brand names.

RockAuto has repeatedly outperformed other auto parts suppliers and it is always a pleasure to order from this company.

Auto parts at a good value

Easy to use great prices and fast service

This is a great company. Very easy to use and very reasonable prices

Great prices and fast shipping. Will continue to buy here.

First place I check for any auto parts I need. Great service and prices.

Rock auto parts sent me the wrong part_I paid over $23.00 dollars in shipping costs both ways and no refund of costs sent to me

I order wrong part and returned it. They send 2 return addresses. 1 for the core and 1 for the actual return of the item. I accidentally used the incorrect return label and they only credited me for the core, roughly $54
I returned the entire part. When I called to tell them of the error, they said it was my fault and they shouldn't have to answer for my mistake.
Essentially they stole $140 from me and could care less. Customer service was rude and arrogant. I will never deal with them again. It's really a shame how badly I was treated. I will make sure never to use or recommend them to anyone.

I ordered parts from rockauto. They advertise low prices. Prices was far then you go to pay and they have out crazy shipping prices and I have a part that I have to return. They want me to buy a new part then pay to ship the old part back and they may return my money if they find flat in the product. All I want is my part fixed with out losing my car for 2 weeks or paying for a replacement part.
I WILL NEVER THINK ABOUT USEING THEM AGAIN.

Tried RockAuto for the first time this Month and had a very bad experience. Ordered rear brakes (one set) for my car and two sets arrived and I was charged for two set. Had to return one set at my expense.
Second, ordered fender flares for my car and the ones that arrived did not even come close to fitting my vehicle as advertised on the RockAuto web site. They denied this "non-fit" issue even after I sent them a photo. AGAIN... I had to eat the shipping to return this product. Also, when I called and talked live to a representative... I found him to be short and "[redacted]" with me. Don't want to file dispute with Revdex.com... will just go away and warn friends and my customers to shop elsewhere.

Been a customer for years. Had a small order for some needed items to get a vehicle up and running again. Their shipping method failed and they refused to resend the order. I eventually got the items after 13 days from the 2 day delivery method the vendor selected. Yes, it is their problem when I pay them to find someone to deliver my parts to me and the company they hired and charged me for, fails.

Review: Rock Auto is selling a part that they claim is a direct replacement for my Ford diesel pickup. After reading their item description on their website and discussing the particulars with them on the phone it sounded like the part would fit. It was a oversized part and required to be shipped on a truck which was very costly. After receiving the part, I discovered that it was not in fact the correct part for a diesel pickup but it was instead for a gasoline pickup. Rock Auto asked me for verification of the part number which I did as well as sent them photos demonstrating that the part would not work. Rock Auto offered a full refund if I returned the part which I did. However they only refunded the original cost of the part but did not reimburse any shipping. To date I paid $158.45 for the part, $172.49 in shipping and $62.00 for return shipping. They have only reimbursed the part cost of $158.45.Desired Settlement: I believe rock auto misrepresented the part in their online description as well as on the phone. After I did some checking with Ford and other aftermarket retailers they are selling a part that is incorrect for the application. Rock Auto needs to do some fact checking and change the item description. Rock Auto needs to reimburse me all of the shipping charges I incurred because of their faulty information.

Business

Response:

When this customer placed order

#[redacted] for a radiator support (VARIOUS MFR Part # FO1225121) for a

1995 FORD F-250 with a 7.3L V8 diesel turbocharged engine, RockAuto

listed that this part was a radiator support with a maximum height

of 24” intended for vehicles with diesel engines and which do

not have Air

Conditioning

(“Maximum Height= 24; w/diesel engine; Radiator

support; w/o A/C”).

When the customer contacted us on

3/29/14 to report the product he received was the wrong size for his

vehicle, he confirmed his vehicle information and that his vehicle

has air conditioning. The customer also sent us photos of the part he

received against his radiator (see attachment), and from the photos

it was clear that the radiator support he needs must be larger than

the 24” product he ordered. Based on the listing we had for this

product, we would not expect this part to fit and function for his

vehicle. Given this information, our representatives determined that

he had ordered incorrectly. Per our return policy, we offered a

return for the cost of the product without coverage of shipping

costs. The customer was never offered a full refund of shipping costs

from our representatives.

We are unable to confirm the accuracy

of other retailers' and dealers' information that the customer has

referred to. However, whether this vehicle is intended for diesel or

gasoline engines has been researched by RockAuto multiple times since

2006 when we saw our first return of this product, and each time we

have confirmed that the part is intended for diesel engines only.

However, given the customer's insistence that this is for a gasoline

rather than a diesel engine, we researched this product once again to

verify our information. We again found that this is intended for

diesel, not gasoline, engines. We

also found that whether or not the vehicle has air conditioning is

not a determining factor and we intend to update this detail in our

catalog listing.

During

this research, we discovered information that is relevant to this

customer's vehicle and which we hope will assist this customer moving

forward. We found that there were originally two radiator supports

made for the diesel trucks: one for trucks with the “super cooling

package” and one for vehicles without this package. The super

cooling package was an option Ford put on some of their super duty

trucks for towing, and it refers to engine and transmission cooling

(not air conditioning). We had previously understood this super

cooling package as referring to air conditioning, which is why our

listing read “w/o A/C.” We now understand that it is unrelated to

air conditioning, and will thus adjust the listing accordingly.

Models with the super cooling package use a taller radiator. Models

without the super cooling package require a 24” high radiator

support. Based on the photos the customer supplied, it appears he has

this super cooling package and needs a radiator support that is

taller than the 24” support he ordered.

The

radiator support for vehicles with the super cooling package is no

longer available from Ford and was never available in the

aftermarket. There is only a single part number available

(FO1225121), and this part number will not work for vehicles with the

super cooling package. For vehicles with the super cooling package,

the only way to get any radiator support to work that is available

for purchase in the aftermarket is to modify it. Modification,

however, voids the warranty of a product. The alternative would be to

locate the part from a junk yard.

The customer did

not order according to the specifications in our part listing. Even

disregarding the “w/o A/C” detail, we specified that the maximum

height of this product was 24” and it is clear that his radiator

requires a radiator support that is taller than 24”. Thus,

according to our return policy, we are not responsible for any

shipping costs associated with the order. The customer has returned

the part to us and we have refunded him for the cost he paid for the

product, which was $158.45.

However,

the customer's order and subsequent communications led to RockAuto

updating our listing to specify not only the height but also that

this part is intended for vehicles without the super

cooling option so that customers

can recognize not only the dimensions but the package that these

dimensions are associated with. As a means of thanking the the

customer for what led to a more explicit catalog listing, we are

willing to make an exception to our return policy and refund the

customer for half of the shipping charges he paid for on this order.

As the customer mentioned, he paid a total of $234.49 in shipping

costs on this order. We are willing to refund the customer half of

this amount, or $117.25, to his original payment method within 5

business days. Though the customer did order incorrectly, we do want

to acknowledge that his submission to the Revdex.com

helped us to improve our listing for this product and we are thus

willing to share responsibility of shipping costs with 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.

Review: Revdex.com doesn't list the primary nature of my complaint, which is the company's refund policy. I purchased a set of rotors for my 2005 Chevy Trailblazer LT, but the rotors' diameter is too large for the brake pad brack to fit over it and reattach to my vehicle. The rotors are too large. While rockauto.com will refund my purchase, they will not refund my original shipping costs that I paid to receive their part that won't fit on my auto. This is a bad business practice for me to pay to receive something that won't fit my car as promised. I have pictures to show the rotors are larger than what I took off of my Trailblazer, and the shape of the rotors are different from the originals.Desired Settlement: I simply want the original shipping costs for the rotors to be refunded, too, in addition to the purchase price that rockauto.com has already agreed to refund.

Business

Response:

We apologize for the confusion on this order. After investigating

this further, we found that we had a catalog error that has since

been updated. We have emailed the customer return instructions and a

prepaid FedEx label. As the customer requested, we will refund him

for the cost of the rotors and the original shipping cost he paid for

the rotors within 1-5 business days of when the return tracking shows

delivery to our warehouse.

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 car parts for my vehicle from the listing on RockAuto's website. Specifically two front upper strut mount kits, which contained an upper strut mount, strut bearing and some hardware. I ordered two separate kits from two different manufactures as one was available at a closeout price, one being Monroe and the other Mevotech. The parts did not fit my vehicle and were obviously for another application. Both kits were identical to each other from the separate manufactures. I returned the incorrect parts through RockAuto's website which deducted shipping costs of $6.66 for each package. RockAuto sent me an email stating that I would be returned the price of the part minus the shipping costs. RockAuto's return policy states: "Shipping charges are not refundable unless the return is due to our mistake." Since RockAuto's website listed these parts for my vehicle specifically, I emailed them back stating that I would like to be refunded the shipping expenses. RockAuto replied by wanting my VIN for my vehicle to verify the part application. RockAuto was able to verify that these parts should have fit my vehicle by their listing. I replied that the parts were approximately an inch too small and that I had sourced them locally successfully by providing the same description of my vehicle. RockAuto stated that the parts may have been boxed wrong and wanted me to check the part numbers on the box and product, which was impossible as it had already been returned. This was also extremely unlikely as two separate manufactures had provided the same parts, further proving the incorrect listing. RockAuto offered a compromise of returning one shipping cost which I did not except as everything points to them having misinformation on their website. I even offered to provide OEM part numbers as a cross reference. I have all of the email correspondence to back up this complaint.Desired Settlement: I'm looking to be refunded the $13.32 in return shipping costs.

Business

Response:

It still remains unclear why these

strut mounts did not fit this customer's vehicle. Both manufactures

confirmed the information in our online catalog is correct, yet the

customer reports these did not fit his vehicle. Since we shipped what

the customer ordered but they will not work for the customer, we

think the his solution of covering the return shipping costs is

reasonable considering neither party seems to be at fault. As the

customer requested, we have refunded his original payment method the

additional $13.32 for return shipping costs.

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: Rock Auto refuse to refund to me a core charge of $65 for a part I returned to them.They claim to never receiving the part and refuse payment until they get part. I maintain that it is evidently lost in transit and is beyond any control I might have. They say their system won't allow them to pay me while I maintain a simple exception to their rules is all that is required to resolve this issue. They refuse to budge and flatly refuse to pay me until such time as this part magically reappears. I'm stumped and desperate, that is the reason I lodge this complaint. this part was paid for via credit card which is why I request a billing adjustment.Desired Settlement: A simple credit issue to the credit card I used to make purchase initially, the credit card company tells me that since it's been more than 60 days they can't dispute the charge. I will also agree to a check being issued directly to me if they prefer. Had I known the true intention of the people at rock auto, I would have acted much sooner to lodge a dispute.

Business

Response:

Our core return

instructions require return tracking information to be entered on our

Order Status and Returns page to ensure proof of return and timely

crediting. Despite not following the return instructions for core

returns and not being able to provide return tracking information for

the core return, the customer was refunded to his original payment

method for his core on 8/31/15.

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.

Regards,