RockAuto

I paid for 2 day delivery and it's gouing to be a total of 6 days before I get my part. I called and they said I needed to pay even MORE money to get it by 4 days. Ridiculous. Don't order from them if you need it quick

Review: I received rear coils for my vehicle that did not fit (too long) and also had dings and scratches on 01/23/2016. I felt these coils were used so I used RockAutos return policy to state that they were defective. If I buy a product #41154037 I expect it to be brand new. I received an email from [redacted] H that they have received the coils back and they would refund me back my money minus the $7.50 for shipping on 01/29/2016. I stated that the coils seemed used and even sent her photos of the areas were the dings and scratchers were. She would not budge, I stated I would dispute the $56.64 charge with my credit card company. Well I never received a refund for $49.14 to this date, instead they kept the money, even when the product was refunded. Unethical and downright shady business practice, I emailed them again on 04/07/2016 for my records stating what gave them the right to keep my money even after the products had been returned? " [redacted] emailed and stated this " Since there was nothing wrong with the items which were sent to you, shipping charges are non-refundable. The refund will not include the outbound shipping charge and there will be a deduction for the cost of the return shipping label that was used.

Thank you,

[redacted] "

Now they changed their story and decided to keep even more of my money, I was only refunded $39 back to my account. This is company has no shameDesired Settlement: I want a full refund of my money,

Business

Response:

We are sorry Mr. [redacted] was dissatisfied with his coil springs. The photos he provided, and the inspection by the warehouse, all confirm that the springs were new and have only slight imperfections in the paint. 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. We apologize for an error on our end that caused a delay on his refund, but we issued his refund for the purchase cost of the coil springs, less the return shipping, on 4/7/16

Consumer

Response:

Quality parts. Perfect fit to vehicle.

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

cool I placed a order with this company, they shipped it the same day
and the customer service is great too

Thousands of parts in stock, short shipping times even to Europe, superb prices! Awesome.

Review: I had ordered two products from Rockauto. When the package arrived one part was incorrect. The packing list showed the correct product number, but what was sent was incorrect. I called the company to inform them of their mistake, and informed them I needed the correct product overnighted. I was informed they could not reship, or refund, and item until the first product had been returned and received to the company. Even though the mistake was that of the company, not a customer error, I was not able to receive the correct part I ordered. I then stated to the representative, that I would like to speak to a supervisor. The representative stated a supervisor was on the other line. When I asked to hold, they refused. I then requested a call back from the supervisor, which never happened. I also informed the representative that I could not wait for the product to be received back and then another shipped, I needed it immediately, and would need to reorder it overnighted. The representative stated they could not take orders over the phone and I would have to reorder myself, online. I also requested a credit for the extra shipping I encountered due to their error.

I reordered my part online with over night shipping, and returned the incorrect part the next day. The following day, I receive an email that my original order had been shipped and should arrive a week later. They had not received the original part back when the reorder had been placed by the company. Their policy of not reordering until the first was received, is incorrect.

My account currently shows three charges, each of different amounts for the same item. One has been refunded, but I was charged for a replacement order after the company was already aware that I had to order it myself, as per the instructions of their representative.

I called the company again to complain about the mess they have created. Again I asked for a supervisor, to which this representative claims he was one, so I couldn't speak to anyone else. He stated I can return the package (their reorder) once it arrives today, however I will have to wait, again, until it is received back, before I can receive my money back. He also informed me that the company would not credit me the overnight shipping (not even partial credit) for their (the company's) mistake.

At this point, all I was asking of the company was to credit my shipping charge, since it was their error. Their information of return policies, is incorrect, and when asked for a supervisor to call back, a call is never received, or I was refused.Desired Settlement: I need this company to return my overnight shipping charges, but I will definitely not be giving them our business in the future.

Business

Response:

We are sorry for the confusion regarding Ms. [redacted]’s orders. Ms. [redacted] contacted us on 4/6/16 to let us know we shipped a wrong part on Order 44402830. She requested an immediate replacement, sent with overnight shipping. We explained that we had 2 options to send a replacement: 1) she can return the wrong part on this order for a replacement, sent using the same shipping method as the original order, or 2) she can return the wrong part on this order for a refund, and place a new order with expedited shipping. She told us she did not want to proceed with the 2nd option, so we provided return instructions and a pre-paid label to return the wrong part for a replacement. She requested to speak with a manager, and our representative provided her information to the supervisor. A supervisor returned Ms. [redacted]’s call on 4/8/16, and attempted to leave a voicemail - unsuccessfully. We apologize for the delay in that follow-up. We were not aware that Ms. [redacted] had placed a new order (44578546) after speaking with our representative on 4/6/16, so we shipped the replacement on her original order (44402830) on 4/8/16. Had the manager returned her call on 4/7/16, we would have seen the duplicate orders and been able to correct the error. When Ms. [redacted] called us back on 4/12/16 to return the extra part, she requested to speak to the supervisor, asking for a pre-paid label to return the part, as well as a refund for the expedited shipping on the new order she had placed. She then submitted this Revdex.com complaint. The manager called her back after the submission and explained that we will not refund the shipping on the new order, Order 44578546, as previously explained, but we can provide a pre-paid label to return the extra part for a refund on the original Order 44402830. Ms. [redacted] indicated she understood and appreciated the follow-up along with the compromise of the return label. She has returned the item and we refunded her for the cost of the part and the original shipping on 5/5/16.

What can I say, you get what you ordered at a great price, fast delivery! I'm sold!

Great place to do business and I have done a lot of business.with them!
Never have gotten a wrong or bad part. Always on time. No problems with them at all and the prices are the best. I do shop around and know this for sure. I will continue to buy from them as long as things stay the same!

Review: I purchased two mirrors for my truck (driver and passenger) and received two different mirrors. I sent back the driver’s side mirror so I could get the right part but I received the same mismatched driver side mirror back. Rock Auto sells these particular mirrors as from various manufacturers and are supposed to be identical. The mirrors I received were not identical, the passenger side was made by [redacted] and of superior quality, and the driver’s side looks generic and is also defective. The drivers mirror is physically smaller than the passenger side mirror and has a distorted reflection. Rock Auto has asked me to return the driver’s side mirror and is unwilling to find me a matching mirror, if I send back the defective mirror I will get a refund. The refund does me no good as I need a mirror for the driver’s side of my truck.Desired Settlement: I would like a replacement mirror that is made by the same manufacturer as the passenger side. The passenger mirror is made by a company called [redacted], I would like Rock Auto to ship me a driver's side mirror at a discounted price and free shipping for my hassle.

Consumer

Response:

I would like Rock Auto to exchange my mirror for a matching one.

Business

Response:

We apologize for the

trouble this customer has had getting two matching mirrors. As he

requested, we shipped the customer a matching mirror that was

delivered to the customer 01/02/15.

Review: I ordered a hood for my 2006 Trailblazer SS and had it delivered to the shop that woud be doing the repairs on my truck. The person that runs this shop receives parts and packages on a weekly basis. The reason I mention that is because when it arrived the first thing they did was inspect the box the hood was shipped in, and there was no damage to the box, so he signed for the package and set it aside. A few days later I brought my truck to the shop to be worked on, and upon opening the hood and removing it from the manufacturers packaging (not the box it was shipped in) we noticed that the driver side front corner and driver side edge of the hood had some minor damage. Along with that there was a protective foam insert attached to every other corner but the one that was damaged. We inspected the box it was shipped in one more time and again didn't see anything on the outside of the box that would indicate that it was dropped in transit. We did however notice that there was corresponding damage on the manufacturers packing that lined up perfectly with the damage on the hood.

I called RockAuto and talked to a lady on the phone, didn't take down her name, and she asked for pictures of the packaging that was damaged, pictures of the damage on the hood, and a written estimate for what the repair costs would be. I told her the box it was shipped in was not damaged and she said I did not need to take pictures of that. So I took the corresponding pictures, even lining up the packaging with the hood to show exactly how the damage lined up with the damaged packaging. There appeared to be some reddish orange paint marks on the packaging where the damage was, possibly indicating it was dropped on pallet racking or something along those lines.

The following day RockAuto replied to my email with the pictures asking that the estimate be rewritten on a company letterhead and stating that I had 15 days from the day the hood was delivered to do so because they were going to be filing a "concealed damage" complaint with the company that shipped the part. They also pointed out their policy that states that the package was supposed to have been completely open and inspected before signing for it, and that it would be difficult to have the shipping company accept responsibility for the damage because of that. I contested that:

A) There was no damage whatsoever on the box the part was shipped in and because of that fact it didn't make much sense to make the driver sit and wait while the shop owner opened the package, removed all the packing paper, removed the manufacturers packaging and took the hood out to find the damage that was done. Not only would that have taken an unreasonable amount of time (I am sure the driver had many more deliveries to make), but he would have required a second person to help him lift the hood, so as not to damage it himself upon opening it, and at that point who is going to expect the driver to repackage the hood and bring it back with him? It just doesn't make sense. There was no damage to the box it was shipped in, the shop owner assumed RockAuto didn't send a damaged part.

B) The damage done wasn't the shipping companies fault, so there should be no complaint filed with them in the first place. Unless RockAuto can provide photographic evidence that the packaging did not have the damage that was there when I received it when they put it in the shipping box, it is pretty clear that it was accidentally damaged in the warehouse it was stored in, which isn't a big deal, accidents happen, but RockAuto should just own up and admit to their mistake instead of trying to pass the buck on to the next party.

I understand that the person that receives the parts that RockAuto ships has an obligation to make sure the parts are not damaged or anything upon receiving said package, but shouldn't RockAuto have an obligation to make sure they are not sending out damaged parts as well?Desired Settlement: I would like to be refunded the amount needed to pay the body shop to repair the damaged hood, or a new hood delivered free of charge, and a shipping label provided free of charge to return the damaged part. I have been driving without a working hood for going over a month now, and it has been almost 3 weeks since I first contacted them about the hood being damaged, this is ridiculous.

Business

Response:

We

apologize that this was not handled appropriately. We have issued a

refund of $137.50 (the reported cost of repair) to the

customer's original payment method, as the customer has requested.

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.

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.

I only use RockAuto to purchase my parts for my vehicles. The website is super simple to navigate and you can not beat the prices! I will never go anywhere else for my auto parts!

Rockauto has been excellent when I need parts for my suv and deliver the parts when I need them. I want to thank you for a great company and will always buy parts from Rockauto when I need them thanks again Rockauto

Item recieved faster then estimated

Web site showed what I needed. Prices were very reasonable.

Always the right part, shipped fast, best price

Awesome place for auto parts. Saved me $640 on struts for my car. I got an estimate on parts and services yesterday at a local business $1200.00.. Got all my parts from rock auto.com for $178.00

Great place to get all your parts I have made many purchases and never had a single problem.

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.