RockAuto

Review: Today, I got bad news from RockAuto.com. I had ordered two electric motor motors from them last week. They came in two boxes that I threw out. Then today when I tried to install them, I found they didn't have threads in the plates to screw into....just unthreaded holes. Thus can't install them. I called and a representative told me he saw a rebuilt set that had threads. HOWEVER SINCE I DIDN'T HAVE THE BOXES, HE COULD NOT REPLACE THEM. Has anybody here heard of such. I talked to a supervisor about this and he wouldn't budge. So judge whether it worthwhile to ever shop with them. They sent me an incorrect part, and now will not take a return. I'm writing the Authority General of US., Of Texas, plus the Revdex.com of every state. I am expected to suck up 66 dollars. Now I have found a defect in one of the motors. The protective plate that covers tyhe gears , and through which there are holes, it doesn't fit correctly, so that bolts don't fit through. So either the plate is bad, or the base itself. None of such will make a difference to Rockauto....from my experience. No box, no return. The supervisor I talked to said if you wanted to return a T.V, you would have to have the box. Hey, has anybody ever had such happen to them?Desired Settlement: Aaron, the original rep I talked to, said he saw a picture of one they bold (a rebuilt brand) had threads on the base. I'd just like those so I can use them

But the supervisor said he didn't see these. Phew.

All I know is that mine have thgreads and they embossed with Ford Loco.

Business

Response:

This customer ordered two power window

motors without threads, as shown in our part listing. We shipped what

was ordered, but two weeks after ordering he let us know he required

motors with threads and wanted to return what he ordered. As our Help

page explains, every part we sell may be returned within 30 days

for a refund of the part price. To receive credit, a returned part

must be complete and in its original, unmarked manufacturer's

packaging. Since the customer threw away the manufacturer's part

boxes , these parts can not be returned.

Review: This is what I sent Rockauto.

Dear Sir/Madam,

I have been a loyal customer since 2010 and plan to continue to be. I am writing in hopes of reaching an amicable solution to a problem I recently experienced. On June 17, 2015, I placed order number [redacted] and one of the items in the order was [redacted] (GM8.5-HD) a differential rebuild kit. On Tuesday, June 30, 2015, I took my car to Jolly's Transmission(see invoices) to have my ring and pinion upgraded. Through no fault of my own I had to pay an additional charge of $50.88. I had to purchase parts that were supposed to be part of the kit I ordered. The transmission shop called after my axle had been disassembled and stated that the carrier bearings in the kit would not fit my vehicle, that they were for trucks or 4 x4 's. Your website clearly list that this part will fit my vehicle (1980 Camaro) and further specifically list limited slip rear axles, which is what I have. I simply don't think it's fair for me to spend $82.79 plus shipping for a kit, and then pay an additional $50.88 for parts that were supposed to be in the kit. I have attached the original and adjusted invoices from the transmission shop. I can send pictures of the bearings that came in the kit along with the removed bearings or I can send the bearings back. I can reached by email or (MY PHONE #) if you need further assistance.

Thanks in advance,

[redacted]Desired Settlement: A store credit for $50.88. Why should I assume any loss of income for their websites error. I was offered a $17 credit for bearings that they themselves sell for $59.89 (Bearing kit). The kit cost $82.79 plus shipping and the bearings are clearly the most expensive / valuable part of the kit, yet I was offered less than 20% of the total cost. I have spent more than $2000 with Rock since 2010 and consider myself a loyal customer. A multimillion dollar company wants the consumer to absorb a loss that he took no part in creating. Furthermore, was I supposed to ask the repair shop to stop working, send the entire kit back and wait a week for the correct kit to arrive (this is what the customer service rep is advocating).

Business

Response:

This

customer placed an order for a differential rebuild kit. This kit is

sold as a single unit, which means kit components can not be returned

individually; rather, the kit must be purchased and returned as a

full kit.

The part listing specifies that the kit

is intended for vehicles with HD Positraction (Limited Slip)

or Locker differential carriers. The customer's vehicle has a G80

Limited Slip differential carrier, which this kit was not listed for.

As a result of ordering a kit for a differential carrier he does not

have, the carrier bearings included in this kit were too large for

his vehicle.

The customer has already installed the

remaining kit components. As our Help

page explains, we do not accept returns of parts that have been

installed or modified. Our initial offer of a partial refund was

given as a courtesy gesture prior to confirmation that the customer

did not have the HD carrier. However, after confirming that this was

misordered but that RockAuto listed this kit correctly and shipped

what the customer ordered, no refund is due. Fortunately, all

components except the carrier bearings will work for his vehicle. In

the future, we recommend checking that all

details in a part listing match the customer's vehicle to ensure

fitment.

Consumer

Response:

Review: I ordered auto parts from rock auto, 2 motor mounts and valve cover grommets. grommets and driver side motor mounts are the wrong parts.

I called for a refund of the whole order, because its going to cost over $500 to have the engine pulled again, because they shipped the wrong parts

While on the phone with the customer service, the lady was being rude and hung up on meDesired Settlement: I would like my order of 89.38 to be refunded. because of rock auto's error, I have to spend more money to fix there problem

Business

Response:

This

customer ordered 5 parts on this order. Of those 5 parts, he ordered

two valve cover grommet seals -as our listing specifies- but needed

valve cover grommets. We shipped what he ordered, but he does not

need the parts. As our Help

page explains, every part we sell may be returned within 30 days

for a refund of the part price. Shipping charges are not refundable

unless the return is due to our mistake. The customer can use the

return instructions previously provided to return these seals for a

refund.

He

also ordered 3 motor mounts, one of which he previously reported does

not fit his vehicle and for which he has return instructions and a

prepaid FedEx label for return. We don't pay shipping unless we make

a mistake. Since the customer seems to have ordered correctly but we

shipped what he ordered (and what the manufacturer specifies will fit

this application), we agreed to cover the return shipping costs for

him for this part. If there are other parts that do not work for him

from this order he's welcome to report and authorize the appropriate

returns through our Order

Status and Returns page. Our Warranties page explains that like

other retailers of branded products, RockAuto

does not offer any product warranty of our own--we honor the warranty

provided by the manufacturer of the product. Warranties do not cover

reimbursement of labor costs, shipping costs or other expenses

(http://www.rockauto.com/docs/warranty.php).

When

the customer contacted us, he asked to be refunded in full for the

order without returning the parts. We declined his request for a

refund without return, but explained that he can be refunded for

items that are returned. When the customer screamed and swore at our

representative, she informed the customer that without respectful

communication she would need to end the call. When the customer

failed to communicate in a respectful manner, she ended the call

rather than continue to be verbally abused.

Consumer

Response:

Review: Over a period of about 3 weeks, I purchased 2 defective radiators from RockAuto.com. The first radiator I purchased leaked badly immediately after installation, requiring me to refill the coolant with about a pint of $15/gallon Asian coolant after driving about 30 miles (my work commute). I spent about 6 hours uninstalling the original radiator and installing this defective one. There's no practical way for a DIY installer to test a radiator for leaks prior to installation. I immediately contacted RockAuto and they promptly agreed to send me a pre-paid shipping label in order to return the defective part. It was difficult to actually speak with a customer service rep. The phone number is in very small print at the bottom of the homepage screen. Their website is designed to address problems with parts by going through an automated, electronic algorithm. The result of the process did not allow me to choose a different brand of radiator. I did not want to purchase the same brand since it was defective. I actually wanted to upgrade to a more expensive brand, but this was not an option through the automated process. I was finally able to speak with a person, and that individual explained to me via email the process for my particular situation.

I ordered the more expensive radiator and it arrived within 4 days. The company was very prompt and efficient in processing and shipping of orders. However, this radiator did not fit my vehicle despite confirming on the website that it was specifically designed for my make, model, year, engine type and country of manufacture (Toyota has different parts for North American and Japanese built vehicles). I ordered the correct radiator, but IT DID NOT FIT MY VEHICLE. The air conditioning evaporator coil mounts to the front of the radiator, but the bottom mounting brackets did not line up with the nut grommets on the composite molded bottom section of the radiator. The part was apparently molded incorrectly at the factory. I had to modify the aluminum brackets on the evaporator coil by bending out the lip of the bracket and drilling a new hole for the bolt to line up with the nut. I was fortunately able to achieve an acceptable fit with this modification, but it added at least another 30 minutes to the installation. Then, I discovered that the two posts on the top of the radiator where the rubber grommets mount to fit inside the front engine compartment frame piece were also incorrectly off-set to the driver's side of the car. I had to manually deform the soft rubber grommets while installing the cross-frame piece in order to get this piece mounted back on the vehicle and the radiator sufficiently stabilized in place.

I immediately contacted RockAuto via email. I sent labelled photographs of the defective/ill-fitting radiator mounts. I asked the representative for a full refund of the cost of the radiator, which was about $140. They refused stating that it is against their policy. They offered to send yet another part out to me and a refund on this second part when they received it. I told them that I was able to get this part to fit with the modifications described, which took additional time on top of all the extra time I had spent installing/uninstalling the first defective part that they sold me. I once again requested a full refund based on the rationale that RockAuto had sent me out 2 defective parts in less than a month causing me significant inconvenience, loss of use of my care and at least an extra 6 hours of time installing/uninstalling parts. I was essentially asking for a $140 remedy for their lack of sufficient quality control. At this point, RockAuto ignored me, and I have not heard from them again.Desired Settlement: RockAuto.com should refund the cost of the radiator that I purchased from them on 4/19/2016 (order #45239657) at a total cost of $147.78 (including $9.99 in shipping) due to the gross lack of quality assurance that led to them sending me two defective radiators within a month of each other. I think I did RockAuto a service by providing them a detailed description, including labelled photographs, of the defective part. They could use this information to assess problems with manufacturing of this particular lot of parts, thereby saving the company a lot more than the refund I'm requesting.

Business

Response:

RockAuto is a retailer, not a manufacturer. We have no facilities to test parts. If the part is defective, we are happy to replace the part under the manufacturer’s warranty or provide a refund for a defective part within 30 days. Mr. Ware can use our Order Status & Returns page to report the failure and receive return instructions. If the radiator is not defective, we will not accept a return on a part that has been installed and modified, as our Help page explains.

Always the right part, shipped fast, best price

Got part delivered to Chile quickly and with no problems. Very happy.

Excellent , prompt and seamless transaction. The prices are unbeatable.

Excellent experiences. Parts always arrive on time and as ordered. Return/exchange process, which I have seldom used, is fast and easy.
Especially nice is that the phone personnel are very knowledgeable and willing to help.

What a pleasant buying experience with your company. It's hard to find a company that stands by their products like Rock Auto. The shipping was extremely fast and the products were exactly as described. I will most certainly be doing business with Rock Auto any time I need replacement parts for my vehicles.

This is the only place I buy stock replacement parts for my vehicles. Orders are always filled quickly and accurately. Never any worries, even when placing an emergency order with overnight delivery.

Very happy with the service and the price. I recommend RockAuto to anyone who likes good service and good price. Keep up the good work. Thank you.

Items that I needed were in stock ans shipping costs low. Prices much less than I had expected !!!

Great. always ship on time with correct parts

I have used rockauto before and it has never failed me. I found the same parts on here for more than half off what the store wanted. I always purchase from here and don't plan to change anytime soon.

I have ordered twice now from Rock Auto. They have always shipped very fast and their prices have been well below any local Auto Parts store. I've tried to order parts that are all shipped from the same location so you don't pay multiple shipping fees but I have been very satisfied with my experiences with Rock Auto

I have used RockAuto.com o order parts for a 2002 Dodge Grand Caravan my daughter was using,the parts were of the highest quality and exact fit for the vehicle.

EVERY TIME I ORDER PARTS FROM ROCKAUTO IS A GOOD EXPERIENCE ,THE RIGHT PART NEVER HAVE A PROBLEM WITH THE PARTS
THANKS ROCKAUTO.

It only takes a few words to explain how I feel about RockAuto LLC,,, ((( FANTASTIC IN EVERY WAY ))) Thank you for everything...[redacted]

Rock Auto has always delivered. Never had a problem with the quality of parts ordered or shipping. Will continue to order. Have recommended to friends and family.

Great price on new fuel injectors. Purchased 5 injectors for less than 1 would cost at dealer. This is my third order with RockAuto and all have been as ordered. One return for a part I did not need went well also. I will recommend and use again when necessary.