RockAuto

Quality parts. Perfect fit to vehicle.

shipping seamed a bit high !!

order was processed very quickly . only issue was the person in the customer service department when I called with a question could have been more friendly. he didn't seem like he wanted to help and was in a hurry to get me off the phone .

Ordered a Stant 10241 radiator cap.Got a chinese piece of junk that was not even close to a fit.

The worst customer service I have ever dealt with.

I am going to have to file a small claims with this company because of the lack of help, poor customer service I received and for this company selling me a product that wasn't represented properly on the website. I talked to 3 different people who refused to give me a full refund with the shipping included which was 100$. I am prepared to file this as a small claims to get my shipping costs back, and then some. This is not a threat or blackmail, this is a promise to take legal action.

I had a problem with my web browser and could not place my order. When I called Rock Auto to place my order by phone, they stated I would be penalized with a $5.00 fee for not using their web site. I mentioned that I am a loyal past time customer for many years who has always used their web site to place orders, and thought as a courtesy for my past business, the $5.00 fee should be waved. Their response was "We have a fee in place to discourage customers from phoning in orders." After a lot of discussion about good customer service practices, they finally did me a "favor" and waved the fee. I told them to keep your parts, and no thanks for the favor. Why would a company charge a fee to place an order? I guess they just don't want to be bothered talking to customers to take their money. Shame on them and the customer service team!

They sent me a broken part and then tried to blame the shipping company. They also told me they would ship me a new part as soon as they got the tracking number for the broken part. Instead, they waited till they received the part to ship my part. That means a 2 day shipping took twice as long. They aren't a professional company

I am a business. Because Rock Auto sells for a lower price on some items I am forced to purchase from them. They do not handle warranty issues well. The part has a defect. it is about 1 year old and has a 25k warranty with no time limit. I need to jump through hoops to attempt a warranty. I already didn't make a dime on this part. Now I have to buy another, send it back on my dime and hope the company warranties it. I am now losing money on this where I made hardly anything. I will not use rock auto again.

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

Couldn't change my billing address. Made a mistake, and couldn't change it

sent rockauto a p/s pump to have it resealed,they told me it also needed a pulley because it was bent,I thought that was extrange because I had seen the pulley running before I took it out,the pulley was not bent,anyways I agree to pay an extra $25.00 for another pulley...when I got the pump back I noticed they had drilled 3 holes on the pulley,this was done I guess to remove the pulley,I noticed that the pulley was not straight,it would wobble,I contacted them again and sent the pump back,they said the pulley was ok and I should install it on the car,this is not right due to the fact they bent the pulley while removing it,drilling holes on the pulley is not the aproved way to remove a pulley,second I didnt have a problem with the pulley to beging with,third I pay an extra $25.00 for another pulley and it is bent and last I cant install this in the car,it is not safe,it is going to fail sooner or later..also I need to mention that because they drill holes on the pulley I cant even turn this pump as a core,thats another $100.00 loss to the already over $200.00 I have spent on this adventure....

Very rude in customer service not very helpful

The Rock Auto website lists a Bosch O2 sensor P/N 13806, which crosses to a Porsche P/N 986 606 126 01. as fitting (among others), a 2001 Boxster. This is incorrect, it is applicable only to pre-2000 Boxsters sold in the US. This was verified both by Bosch and several Porsche dealers. I bought one from Rock Auto last year, but then found I didn't need it then, so I put it on the shelf (in its original sealed, unopened shipping box) for future use. Now I need one, and find out it's wrong. My packing lists clearly has 2001 PORSCHE BOXSTER 3.2L H6 printed on it. Rock Auto will do nothing for me, citing their 30 day return policy. Since it is their (ongoing) mistake, and since the part in hand is clearly resellable, I feel an honorable business would own up to it and make the customer whole, but no - no refund, even partial, no credit toward new purchases ( which I am ready to make). When I told the manager that he should correct the website, and he said he would check into it, but regardless of what he found out, his refusal to help me would stand.

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.

Review: I ordered 2 semi loaded brake calipers, meaning they were supposed to come with hardware for brake pad installation, and supposed to be ready for installing pads. One of the calipers that was advertised and shown on the website to be "semi-loaded" did not come with any hardware and was not ready for brake pad installation, I emailed them and they told me that what was shown was what was paid for. I did not get the hardware supposed to come with it and you can't just order the hardware from parts stores because they do not offer it unless you buy another caliper. The other caliper I ordered came with almost all I needed to install brake pads but shown in the picture were shims and sound quieting hardware, which I did not receive either. It did come with almost all the hardware, but the shims and quieting hardware were not included, which are necessary. So to sum it all up, one caliper came completely dry of any hardware which stated on the website it should have came with. And the second caliper came with maybe 2/3 of the parts needed, when it showed in the picture and description it was supposed to come with.Desired Settlement: I would like to either receive my money back, because of being misled with what I thought I was getting and what was advertised on the website. Or atleast get the difference in costs back, from a loaded caliper to a unloaded caliper, which would come with no hardware or any extras. Meaning receiving the difference of costs refunded for both of the calipers I ordered.

Business

Response:

After submitting this complaint, the

customer contacted us directly and agreed to a $35.00 store credit

refund resolution. We issued this refund 8/13/14.

Review: I purchased an A/C compressor and component kit and after only two months the compressor clutch failed. They are willing to replace the part, but I must first purchase a new one then return the defective part before they are willing to refund the money of the new part purchased. Furthermore, I have to pay to return the defective part which increases the overall cost of the part which is why I chose to use Rockauto instead of a traditional brick and mortar part store. Rockauto return policy is poor and their customer service associates are only concerned about selling a product rather than standing behind a product they sold and making the situation right.Desired Settlement: Company needs to pay for return of defective part sold. Otherwise part purchased is now more than originally purchased plus the aggravation of doing things twice.

Business

Response:

This customer purchased this

kit on 06/07/2014. He reported a problem on 9/1/14, almost 3 months

later. The part is covered by the manufacturer warranty. As our

Warranties

page explains, manufacturer warranties offer only replacement of the

defective part with another part: no cash refunds and no

reimbursement of

labor costs, shipping costs or other expenses.

We offered the customer two

warranty options: return the bad part for a reshipment, or place a

new order for the same part and return the bad part once the new one

is received. The customer chose the second option. As

a courtesy to our customers we reimburse the outbound shipping

cost on the new order once the old part is returned. We also

explained how the customer can purchase an optional, discounted FedEx

label through us to help ease the cost of return shipping. Return

shipping under the manufacturer's warranty will not be covered.

Consumer

Response:

Review: I purchased a product and received and signed for it without checking for damage. It was broken and it took rockauto over 3 months to "resolve" the issue. I spent $615.98 on the product including shipping but I am only getting refunded $100+.Desired Settlement: I would like an exchange with all shipping expenses paid by rockauto.

Business

Response:

On the order confirmation we sent to the customer (see attachment),

we stated: PLEASE UNWRAP AND INSPECT ALL PARTS FOR DAMAGE

BEFORE SIGNING for truck freight shipments. It is

difficult to obtain compensation for damage after you have accepted

the shipment. As the customer explains, he signed for the

shipment without unwrapping and inspecting for damage.

When he reported damage after signing, we assisted him with a

concealed damage claim with the carrier and let him know it can take

several weeks for the carrier to reach a resolution. We received all

necessary information (repair estimate, photos of damage) from the

customer on 9/3/14. We refunded him on 11/26/14 when the claims

process was complete in the amount the carrier awarded for the claim

($162.60). Considering the customer did not follow the instructions

we sent, no additional refund or exchange will be provided beyond

what the carrier refunded.

Consumer

Response:

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: In November 2014, I purchased a distributor from Rockauto.com for my 1997 Honda Civic (part DST17420; order #[redacted]). The distributor initially worked fine, but then I began to have intermittent problems with spark plug misfires, as verified by checking the engine codes. After five of these misfires in as many months, I replaced the spark plugs and wires, thinking they might be at issue. The problem still persisted, however, and I contacted Rockauto.com to inquire about their return policy, as the item has a 12-month warranty. They initially asked me about my original distributor's ID tag, which I did not know, and they said they could not proceed without the ID. I contacted my local Honda dealer and, using my VIN, determined that the ID tag was TD-98U. I relayed this information to Rockauto.com and they said they were unable to proceed with the warranty as the purchased part was for ID TD-80U. I again contacted my Honda dealer to inquire about the part. The answer I received was the the original part TD-98U was discontinued and that the alternative part TD-80U was its compatible replacement. I confirmed this as well with Honda Motor Company. According to the dealer and the car company itself, then, my original purchase should have been compatible with my car, and any issues would have been related to the part performance, not compatibility. When I brought this to Rockauto.com's attention, I was met with flat refusal to entertain the idea that TD-80U is compatible for the TD-98U part and subjected to all sorts of verbal wrangling meant to absolve them from any responsibility for the part's performance. When I pointed out that absolutely none of their available parts were for ID TD-98U but only TD-80U (which is easily understood, given the discontinued part), they still would not admit that there was a chance of compatibility. The representative even threatened to hang up the phone when I told him that he was not listening to me.

During subsequent research about the part, I discovered that inputting my car's specific information (1997 Honda Civic DX, 1.6L MFI SOHC D16Y7 engine) resulted in a match for the TD-80U distributor on virtually every auto parts website. I give the following from AutoZone as an example:

http://www.autozone.com/external-engine/distributor/honda/civic/1997/4-cylinders...⇄ />
The compatibility was also confirmed with my local NAPA auto parts store. Essentially, if I would have sought a new distributor from any auto parts supplier, they would have directed me to the TD-80U as a replacement. Rockauto.com's refusal to admit that the part is compatible, then, is dishonest and simply a means to avoid honoring the manufacturer's warranty.

As I am unable to have recourse to Rockauto.com's warranty service to replace this suspect part, I am resorting to a claim through the Revdex.com. Ideally, I would like to return the part for a refund, as I do not wish to engage myself further to Rockauto.com or the distributor's manufacturer.Desired Settlement: Rockauto.com should honor their warranty for the part and issue a refund in exchange for the part's return.

Business

Response:

The part this customer purchased from us is listed for vehicles with

an original distributor ID number TD-80U. The customer's vehicle

requires a distributor that matches ID number TD-98U, so he ordered a

part for an application we did not advertise the part for. Including

descriptions of different parts from different manufacturers does not

change the fact that this customer did not order according to the

part description we offered in this listing. While we can not speak

to the accuracy of competitors' data, we have confirmed the

information in our part listing is correct. The part is now damaged

and cannot be resold, even if it were returned to us. Since we

shipped what the customer incorrectly ordered, this part can not be

returned for warranty refund or replacement.

Business

Response:

After researching this further with reliable sources outside the

manufacturer of this product, we can thankfully confirm that the data

for multiple aftermarket manufacturers requires updating to reflect

the fact that TD98U and TD80U are actually one and the same, meaning

the distributor the customer purchased should have been compatible in

his vehicle. Since it failed under warranty, it is subject to regular

warranty terms. From the information we gathered, Honda started the

separation between 98U and 80U due to an unrelated issue, but later

recombined them (thus the discontinued 98U) and didn't notify

aftermarket manufactures until very recently resulting in inaccurate

data being presented.

We apologize to this customer for the frustration he has experienced.

Considering the circumstances surrounding this order, we feel a

warranty exception is appropriate. We have emailed a prepaid FedEx

return label for the customer to return the distributor for a full

refund (all shipping included), as requested.

Consumer

Response:

Review: Rock auto refuses to issue return or refund over phone, even though it was their companies error (sent mislabeled incorrect product)Their process caused me loss of revenue.

The product was clearly not the product that was supposed to be in the box. Can't believe this company and their policy.Desired Settlement: Immediately issue refund , and I I'll return the item they sent me.

I first went thru their process, thinking they could immediately ship the replacement . Have since ordered the part thru [redacted], who stands by their shipments. I just want the refund.

Business

Response:

Mr. [redacted] reported to us on November 11 that he received an incorrect part, and we immediately provided return instructions and a pre-paid shipping label to return it. We offered to ship out the correct part once the return was scanned as in transit or to refund his payment upon the return being delivered. Mr. [redacted] denied both of these solutions and demanded an immediate refund of his order, without returning the part. His full refund will be issued within 3 business days of the return being delivered to the returns warehouse, but we will not issue credit without a return or any other evidence proving the complaint is accurate.

Consumer

Response: