RockAuto

Review: Parts( 4 spark plug tube seals) missing from resealed parts package containing numerous other pieces in the VG VS50343 Valve Cover Gasket Set shipped to me. Shortage not noted until time to install second 1/2 of the valve cover set(V-8 Engines have two separate valve covers, one on each side of the engine). Note, first half of the set installed and all engine components reinstalled on/above the driver's side valve cover. The noted shortage(s) prevented the installation of the valve cover gaskets/seals on the right side of the same engine.

Note: 11 different parts ordered/shipped; all part numbers on containers verified as received on 11/26/2014.. No packages opened to verify content internal/unseen content.

Phoned [redacted] Rock Auto (###-###-####) to request shortage be shipped to me, buyer. He advised the seals were expensive and I would have to remove all the parts previously installed parts and return them for replacement and that it was my fault for not counting all the numerous pieces within the kit before beginning. I explained that it was unreasonable to disassemble an engine and remove new parts just to secure a shortage that occurred within his business.Desired Settlement: All I request is the 4 spark plug tube seals that were shorted in the VG VS50343 Valve Cover Gasket Kit be shipped to me so I can have the repair completed as quickly as possible

Business

Response:

We apologize for

the missing parts. The four missing seals are being shipped to the

customer at no cost, as he requested.

Review: I had ordered a part from this business as per usual and was given a date for delivery of Dec. 3, 2014. Early the morning of the anticipated delivery I received an email from the shipper (FEDEX) that there had been a change in the delivery address. I immediately contacted FEDEX and the informed me that the change had come from the shipper (Rock Auto) and instructed me to contact them. I proceeded to contact the shipper and was rudely told that it didn't come from them and to re-contact FEDEX. I again call the shipping service and inform them that the original address was the proper one. FEDEX then goes on to make the necessary change to ensure it was headed to the correct address and would require an additional day for delivery. The next morning I again check on the tracking information and the address has again been changed to an incorrect address. Again I call to correct the issue when FEDEX claims the address change again has come from the shipper, Rock Auto. I call Rock Auto and receive the worst customer service agent known to man. He all but calls me a liar and says that it didn't come from them and I must be mistaken about what FEDEX has repeatedly told me. At this point I am infuriated at the lack of respect that I have received and I ask for a refund. This is when the Rock Auto Agent tells me he can't do anything for me and that I'll need to wait 48 hours before they will speak to me about a refund of my money. Even though I had paid for shipping that was to be delivered the day before. That is 4 days beyond when I was supposed to have my daily driver up and going. Thanks Rock Auto you might have cost me my job, at Christmas time, with your seriously poor business practices and horrible customer service.Desired Settlement: I want a full refund of my purchase and public acknowledgement of how badly your customer service dropped the ball potentially causing someone to lose their job.

Business

Response:

After further investigation, FedEx

reported that they were responsible for changing the delivery address

and delivered to an incorrect location without our knowledge. We

apologize for any inconvenience caused by the carrier's mistake. Per

the customer's request, he has been refunded in full for this order.

Review: Upon receiving my delivery the company had placed someone else's parts and packing slip in a box with my name on the outside. So I guess my parts went to this person. Clearly it was a packaging error. I called the company which would not send my parts until the wrong parts were sent back to them. This was a great inconvenience since I live jn a rural area. They would also not expedite my order which has left me waiting over 3 weeks. This company does nothing to achieve customer satisfaction when they make mistakes.Desired Settlement: This company should try to achieve a level of customer satisfaction when it makes mistakes. I was a returning customer and deserved better treatment than I received. The company could cover my shipping expenses on my order or on my core return.

Business

Response:

We're very sorry this customer received

the wrong parts! We provided a prepaid label to return the parts and

offered either a full refund (including shipping) for the incorrect

parts or reshipment at our expense of the correct parts. The customer

requested reshipment, so as soon as the parts were in transit back to

us we reshipped the correct parts using the same shipping method

originally chosen for the order. The customer received the correct

parts 4 days after dropping the wrong parts off at FedEx. We do

require that parts be in transit back to us prior to reshipment of

additional goods and since we do not profit from shipping costs we

could not expedite the reshipment for free. As a separate

transaction, the customer is welcome to return their core but are

responsible for return shipping costs as our Help

page explains.

Consumer

Response:

Review: I placed an order with RockAuto for a part. When placing the order there was something said or implied by the RockAuto page that the part would ship FedEx. I now learn it will ship via US mail. I'm not able to contact RockAuto through their web page, nor can I find a phone number to let them know the US mail will not deliver to the address given in my order and they must us a different address to have the part delivered by US Mail. The hypertexts "contact us" link in the RockAuto web page tries to boot up MS Outlook; I don't want to use that. Give me a direct email address to send my correspondence too!!!! How frustrating! I have a part I need on the way, and it can't be delivered, and I can't even contact RockAuto!!!!Desired Settlement: Change your web page!!!!! Give me a real contact email or a phone number!!!!!!

Business

Response:

All our contact

information - both phone number and email address - is listed on our

About Us

page. We also include directions and a direct link to visit our Order

Status and Returns page for changing orders or reporting problems

on our order confirmation page, which this customer received

immediately after placing his order on 8/27.He

contacted us on 8/28, after his order had shipped, and

reported the shipping address he entered on his order could not

receive shipments from the USPS. Nowhere during online checkout was a

FedEx shipping method shown or implied once the customer selected

Priority Mail for shipment. During checkout, we showed various

shipping options and he selected Priority Mail. Our final checkout

page specified the selected shipping method was via US Mail (not

FedEx), and his order confirmation shows he selected Priority Mail.

Thankfully, our suggestion of

contacting his local office for pickup worked, since the tracking for

his shipment shows delivery to the customer.

Review: On 10/28/2015, I ordered a Valeo Clutch Kit (part number 53302013 which includes a flywheel, clutch disc, pressure plate, throwout bearing, and pilot bearing) from Rock Auto. I have ordered many times in the past without incident. I received the product as expected a few days later and at that point scheduled the clutch kit to be installed with my local Ford dealer (certified Ford technician). The clutch kit was installed on my truck on 11/18/2015 and immediately after receiving the truck back, I noticed it had a significant vibration at idle. I was not concerned at first but went ahead and called Rock Auto to see if there were any other complaints and if they would pay for another clutch kit to be installed since this one seemed to be defective. The next day, 11/19/2015, I contacted the manufacturer of the clutch kit, Valeo, to see if there were complaints of a vibration on this particular part number. I was told by Watkins at Valeo that my truck had a dual mass flywheel and the one I received was an upgraded being a solid mass flywheel. He stated there may be some vibration. At that point, I contacted my local Ford dealer again and explained that there was a vibration and I had contacted Rock Auto and Valeo concerned. My local Ford dealer said this was not a dual mass flywheel, it was a solid flywheel that was removed and replaced with the same (part from Rock Auto / Valeo). The dealer asked me to come back in to verify the complaint and see what could be done. I took my truck back on 11/20/2015 to the dealer and the Ford certified technician confirmed the clutch kit was out of balance in some form. They recommended removal and installed of the Ford brand. I went ahead and set this up for next week, 11/25/2015. The cost to install the Rock Auto / Valeo clutch kit at the Ford dealer was $745.00 and now I will have to spend that amount again plus the cost of a Ford clutch kit. At that point, I contacted Rock Auto to explain the situation and was told by the representative that Rock Auto would provide a replacement part but not pay for the labor charged by my local Ford dealer.

The point is, I paid Rock Auto for a product (clutch kit $505.79) in good faith that I would receive and have my local Ford dealer install a good product. The fact that I paid for a defective clutch kit and now will be responsible for the labor to install a second clutch kit is not acceptable.

If you follow RockAuto's warranty details http://www.rockauto.com/docs/warranty.php and scroll down to the manufacturer which is Valeo, the is a statement made they labor will be reimbursed for defective components. I feel that RockAuto should accept the clutch kit back and give me a full refund plus reimburse me for the labor I paid the local Ford dealer to install the defective clutch kit. I should pay for one installation of a clutch kit but RockAuto should be responsible now since I made a large purchase with them in good faith that I would receive a defect free product.Desired Settlement: I feel that RockAuto should accept the clutch kit back, cover the shipping costs back to them, and give me a full refund plus reimburse me for the labor I paid the local Ford dealer to install the defective clutch kit. I should pay for one installation of a clutch kit but RockAuto should be responsible now since I made a large purchase with them in good faith that I would receive a defect free product.

Business

Response:

We apologize for the trouble Mr. [redacted] experienced on this order. We did mistakenly advise that the manufacturer would not consider claims and are sorry for that misinformation. We are now pursuing a claim with Valeo for the installation costs he incurred and will be following up with Mr. [redacted] directly to let him know what, if anything, the manufacturer is willing to do. As our Warranties page explains, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product.

Consumer

Response:

M

Review: On October 31, 2014, we started noticing problems with the 2006 Tahoe we had purchased in September. My step-son ordered parts from Rock Auto LLC each time we discovered a problem. The repair issues began in October and continued until March of 2015. We purchased parts totaling $8,843.00. Some of these parts had core charges associated with them. We live in Georgia and were dealing with Rock Auto LLC from Georgia. Suddenly in July, 2015, they began calling us to say that charges had not been done properly. Then in August, they said that they were reviewing core charges to try to refund any of the charges. The charges were made to my step-son's business account and, through that account to my American Express card. Instead of refunds, however, my Amex card began to be charged significant amounts beginning in August of 2015 through December of 2015 until there was a charge amount of $40,984.00. There is no way that there were $32,141.00 charges in core charges to the original parts totaling $8,843.00. Not all of these parts even have a core charge associated with them. A list of the parts purchased with prices appears below:

1.Transfer Case Control Module $400

2: 4WD ACTUATOR $485

3: water pump $100

4: radiator:$150

5: calipers $320

6: master cylinder $145

7: hydroboost $185

8: wheel bearings $50

9: ball joints $120

10: Control Arms upper and lower $448

11:hub assymblies $670

12:rotors and pads $210

13:abs control module $330

14:rear window defrost line repair $100

16:power steering pump $210

17:cv axles a/c delco $622

18: t case motor $158

19: t case over haul kit $160

20: intake manifold $530

21:throttle body $200

22: coil springs $80

23: proportioning valve $110

24: fuel pump $250

25: rear differention seal and bearing kit $150

26 Rear differention fluids $80

28: transmission filter and fluid change $100

29: shocks $350

31: new transfer case $450

32: PCM $485

33:PCM Program $360

34:Body Control Module $580

35:Sway Bar $255

I do not know which items have core charges, but I feel Rock Auto LLC has stolen money from me and, single-handedly, destroyed my credit rating by defrauding my Amex card and causing me issues with American Express. I demand that they refund the stolen money ASAP, if not sooner!Desired Settlement: I demand that Rock Auto LLC go back and review all of the charges which they made through the [redacted] Guns or Backyard Sports and Outdoors merchant account from October 31, 2014 through December, 2015. Using the list shown above, they should total core charges along with the above listed charges and send me a check for the stolen money over and above this amount. Or, if they cannot go back through their records, I demand a settlement of half of the $40,984.00 amount to assist me in paying back American Express and restoring my credit rating. Half of the $40,984.00 would be $20,492.00.

Business

Response:

We are sorry to hear of Ms. [redacted]’s misfortune. We do not save credit card information, so we are not able to make charges to a credit card without customer authorization on a new order. We only have one order between October 2014 and December 2015 with Ms. [redacted]’s information, and it does not have a core charge. I have attached the Order Confirmation (35056479) for reference. Ms. [redacted] provided us with a list of charges and their dates (also attached), but we were unable to find any corresponding records in our system. Ms. [redacted]’s bank statement would reflect “RockAuto, LLC” for any charges authorized by our company. She does not have those statements, so we don’t know why she thinks we made these charges. There is nothing more we can do to assist without additional information.

Review: The part was about $80-$90 and I paid next day shipping for over $100 on a Thursday. I did not receive it until Monday!! I paid next day shipping for that much because we needed that part over the weekend! If I had of know they were not going to process it in a timely manner to meet my needs I would not of purchased the next day shipping! I later had to return the part because it was the wrong part (no fault of theirs). But they will not refund me any of the shipping! I am very disappointed in this company. I used them from a reference from a friend but will not continue to do business if that is how it is ran.Desired Settlement: I would like a refund of my shipping please.

Business

Response:

We are sorry Ms. [redacted] did not receive her package when she hoped. She ordered Thursday afternoon at 3:45 PM and chose Next Business Day Express. We shipped the part Friday morning on FedEx tracking 782519296779, and she received it in 1 business day on Monday. We are not sure why she thought the order would arrive sooner, since we showed a "You should receive by" date of Monday, 3/7/16, in her shopping cart and her shipment confirmation. As our Help page explains, every part we sell may be returned within 30 days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistake.

Consumer

Response:

I love RockAuto, LLC they have great prices and prompt service. I recommend them to all my friends. I lost a package once and I believe FedEx delivered it to the wrong house. RockAuto sent me another part at no cost to me. You just cant do better then RockAuto.

Terrific customer service,prices and product availability

In Japan, there are the parts which I do not obtain and they were rescued.

Website was easy to navigate and the parts received were exactly as shown on the website. Will gladly use Rock Auto again in the future.
Good job Rock Auto.

As advertised,If you can plan your repairs, this will save you a bundle in money for quality parts.

When I need parts, I purchase from RockAuto.com. Even with shipping they are typically cheaper than the local stores. If I have a problem with a part I can call customer service for a quick resolution. They are friendly and I am happy to do business with them.

never had a bad part from Rock Auto

Best prices great service. Quicker than quick shipping

AWESOME Company with sonic shipping!!!!!!!!!!!!!

Simply the best auto parts store. Prompt, inexpensive n accurate.

excellent prices with great products. brand name for almost half price.

RockAuto consistently offers better prices, excellent customer service, and useful information to help make auto repairs affordable and successful.

I have dealt with rockauto.com a number of times in the last few years without issue. The parts are always correct and delivery is very speedy. Customer service the one time I needed to talk to them was excellent I will continue to be a customer of theirs in the future.