RockAuto

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.

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:

I purchased a part from RockAuto in October of 2013. It was shipped via FedEx. After not receiving the part by the expected date, I checked the tracking information and the FedEx web site claimed that the part had been delivered and left at my door.

I notified RockAuto customer service by e-mail and they very quickly responded to me and began a trace with the courier. When the trace turned up nothing, they quickly shipped me a replacement part free of charge.

Excellent, fast, friendly customer service.

It is a reliable site. We've used it before for my grandma's car and it came in at a very reasonable time. I would recommend this site to anyone looking to not get ripped off through "highway robbery".

Great company to do business with. Very fast shipping and great prices.

I will not hesitate to order from Rock Auto in the future. Even though I have not yet received my order yet I am sure it will be here in due time

The customer service is great and the shipping is quick. The prices are lower than the traditional brick and mortar stores, sometimes significantly lower. I will continue to do business with them. I highly recommend this company!

I looked for a grill for my olds ciera which is no longer a gm product, their prices are GREAT and when I had a question their people were very helpful. I will recommend them to anyone getting parts for their cars.

This business is a major player in the automotive industry, it has every thing you will ever need to fulfill your automotive needs. + The price is right.

My order was filled accurately, and received very timely.

I have used rockauto.com for at least four years and have never had a mistake on their part. Their customer service is super helpful and friendly and they know exactly how to fix any mistake on my part. I bet I have told everyone I know who has ever worked on a car to check out rockauto.com, so worth it.

I've found RockAuto to be absolutely outstanding. I ordered two MOOG struts and received them less than 48 hours after placing the order. RockAuto's price was 60% less than the best deal I could find at any of the national auto parts retailers.

Excellent service in general. They only did one mistake in a shipment and corrected it immediately after I notified them. I keep ordering from them for all my needs.

Top quality parts at great prices!

Always great prices and fast shipment. Excellent customer service.

Good parts at a good price. They have parts for my older vehicles that are hard to find and at a fair price. Fast shipping. I really like the closeout prices.

One super excellent company! From the myriad of auto parts "out there" they have this www organized and efficient. My dog could even easily order anything from this site with confidence, that's how good it is! Well run, fast, efficient, and great service.

It's nice to do business with someone you can trust.
I've used RockAuto for years and have never had a bad experience.
Great company.

RockAuto.com is very easy to buy from, has fast shipping, quick to solve any problems, prices can't be beat, will buy from them again and would and have recommended them to anybody. Thank You RockAuto

I have now ordered 5 times from ROCK auto, shipping & parts Great. Thank You Will be ordering again soon.