RockAuto

This is by far the best Auto Parts company, Everything they have sent is of the greatest quality and price, I plan on buying all my parts from these people.
Thanks [redacted]

Excellent service every time.
The catalog is easy to navigate and very helpful in the event that you are not sure of what exactly you are looking for and they also offer suggestions for extras that you might not have even been aware that you might need in the shopping cart page.

very easy to use and order parts. Parts received in 2 days, less time than quoted. I ordered the wrong part (no fault of RockAuto). Return seems to be easy.

Always right always on time !

I have bought parts from Rock Auto around 10 or 12 times now and never had a problem. They almost always beat the prices of my local (major chain) part stores by a lot. (Even after shipping cost) If you need parts but can wait a few days to a week for them to arrive then Rock Auto is the way to go!

I like Rockauto prices and quality, I wish in future they carry more different parts so I do'nt have to go to different daelers.

I ordered some brake parts and according to the site it was the right ones for my car. I got them. Went to put them on and they did not fit. I called and complained and they told me that I was stupid and to return them. And that I had to pay the return shipping. Which is crap. They had this part listed in a confusing manner and now I have to pay return shipping on a part that I could not use. POOR service if you ask me. I say the heck with ROCK AUTO. Please beware of this place!!!

I paid extra for 2 day shipping, it took 5 days for my parys to arrive!! Very inconvenient.

We were sold and sent the wrong part but because my son was away at college, it was past 30 days when we discovered the part was wrong. RockAuto does not care that the part was a mistake, remains untouched in the original box and has never been and can never be installed because it's the wrong part!!! This is a horrible policy and terrible customer service - no accountability on their part and no quality control. Feels like an online scam and other's should be wary of doing business with this company!

Placed an order. After waiting five days to receive my order it turned out to be the wrong item. Complete different size and for a different vehicle. Due to the companys lack of attention to detail, and the HUGE inconvenience they caused my family and I one would think they would do fix the issue ASAP. Well unfortunately for us we had to wait another 7 days to receive our order.
Manager was completely rude and should NOT be working in customer service. His exact words to me after asking why they shouldnt be responsible for overnight shipping was.. "Did you pay for overnight shipping?" I answered No he then said "Then we can not send it overnight?
Sad that a company does not take responsibility for their mistakes.
BAD FOR BUSINESS!!!!

Order came in and product shipped was not the product ordered. Staff were reluctant to offer much help to remedy the situation.

Rock Auto listed an item for a good price. I purchased this item only to receive an email saying they can not honor the price. I would need to pay more money or cancel my order. After being told they would not honor the price the item is still listed for the low price.
What a scam!

Ordered parts paid two day shipping thru usps called rock autoto find out where parts are not their problem forgot iam customer not very happy they were paid when order was placed 5days to get some parts

Buyer beware. They sell used and damaged parts advertised as new. Their customer service is non existant. Their catalog do not 100% guarantee compatibily. Their response " we do not garuantee as there are multiple aftermarket vendors" then why list it on the catalog that it fits. I gave them benefit of doubt too many times. They are inconsistent and unreliable.

This company is very dishonest. They refuse to honor their return policy. The items they send you are of low quality and inferior grade. They use every excuse they can to deny giving you a refund. It is hard to believe in this day and age scam companies like this are still operating. Stay away from this place.

Review: I placed an order [redacted] with Rock Auto Online for auto parts using my bank credit cards. The order did not go through because of they claim the address they have on file and the shipping and billing addresses and what our bank shows is not the same. And their website instructs to call their customer service number. Once I called my bank, our bank claims all their information is correct and updates. However when I called customer service at Rock Auto named [redacted], he said that there's is nothing he can do, and no help at all. Meanwhile they charged our bank for $53.60. They charged us money, but are not shipping our parts. This is a scam!! Please help.Desired Settlement: I would like the money in my bank ASAP back. I canceled the order, and would like my money back. Without any delays please. Also please investigate and make sure that their web system is not being hacked and information corrected. And train their customer service to provide better resolution to the problems. They instruct to call their phone number, but once they get your money, they can no longer help you, or provide the ordered parts.

Thank you.

Business

Response:

This

customer attempted to order from RockAuto (order attempt [redacted]).

As our Help

page explains and as our representative spent nearly 30 minutes

explaining repeatedly to both the man and woman that called us, we

charge a credit card when an order ships. When customers click "Place

Order," we ask their bank to approve the card information and

the order total. If the bank authorizes the transaction, but the

order won't process for some other reason (for example, because the

bank told us the billing address entered doesn't match their records

as happened in this customer's case), we'll automatically send a

"void" request to the bank within 2 hours. The void request

explains that we will not charge the card.Some banks put an

immediate "hold" on the account in response to an

authorization request, but will wait hours or days to process a

"void." Pending authorizations are temporary holds by the

bank, not RockAuto, and the bank is responsible for releasing the

funds back to the customer.

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.

Regards,

Review: I ordered a set of 4 struts for a 1996 Pontiac grand prix when the item that are stated installed 1 on right rear, when installing left rear removed from box the retainer strap was off on gas in strut. went to Rock Auto web sight received return label. shipped defective part. In 3 days received replacement part, wrong strut sent a front instead of a rear, called Rock Auto sent another return label, packaged wrong part and shipped back with in the hour. received in 3 days correct part. installed within 1 week the car was riding on the frame gas on both rear struts gone. I have called Rock Auto 2-3 time every time go to warranty page I have tried no response. this was all done in there 30 day return policy time. if these struts are junk just tell me and I will upgrade to Monroe and pay difference. Now I have a car you can not drive, (Please Respond)Desired Settlement: these parts was purchased under [redacted]. would just like to have a car that rides good I am retired and can not afford a lot. Do not have the purchase date in front of me Rock Auto has it on file

Business

Response:

We provided Mr. [redacted] with instructions to obtain his warranty replacement parts. He has received his replacements and we have provided the return instructions to send back the faulty parts. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Warranties offer only replacement of the defective part with another part: no shipping costs.

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.

Regards,

Review: I don't know if I selected the proper nature of complaint. Sorry.

I ordered parts for my truck. They were in stock on the website when I ordered them. The order went through fine, however, the following day I received an email informing me that they made a mistake with their inventory and the parts were actually sold out. However, the part was still in stock on the website, just at a higher price. I asked them if they could fix that for me and they refused. So I asked them if they could cancel the rest of my order because I obviously didn't want to do business with them anymore and they said they couldn't even though it hadn't shipped yet and wouldn't for several days.Desired Settlement: Originally I wanted the products I ordered at the price I purchased them at. Now I just want them to cancel my un-shipped order completely, at no further expense to myself so I don't have to deal with them anymore.

Business

Response:

We are sorry this customer was misled

by the prices on our website. The stabilizer bar links he purchased

were intended to be warranty replacements for stabilizer bar links he

ordered on a previous order. Our warranty policy indicates that the

parts the customer re-orders to replace the under-warranty parts must

be the exact same part number and brand as originally ordered.

However, instead of purchasing the same brand stabilizer bar links he

had originally purchased, [redacted], per our warranty policy, he

purchased two Moog stabilizer bar links, which were found to be

out-of-stock. The Moog stabilizer bar links he chose where wholesaler

closeout parts, which is why they were listed for a lower price than

the rest of the parts on our website. We have the regular inventory

part in stock for $15.00. The higher-priced part carries the full manufacturer's

warranty, which is part of the reason why it is more expensive. When we

notified him of this, he stated he wished to cancel the entire order.

We were able to cancel the Moog

stabilizer bar links he ordered successfully, but the rest of the

order could not be canceled because it was ordered directly from the

manufacturer and then drop-shipped to on one of our warehouses, so it

could be shipped internationally to him in [redacted]. The order has

shipped to him in its entirety, and if he wishes to return the parts

he may do so, as he is within our 30 day return policy.

Review: I ordered a headlight that was described to fit my vehicle it did not fit my vehicle when I received it I filed the proper return process as stated by there website and returned it via there return policy that states a refund including shipping refunds if there product was not as there website described. This item was not correct for what I ordered and after returning I was charged the original shipping plus the return shipping. Now they are making ever excuse to not refund me the shipping basically trying to mow say I didn't give them proper info needed and I agreed to return Shipping by printing there return label which was the only way there site allowed me to do it this company has shorted me $13.61 in shipping fees for shipping me the wrong item and now that I've returned it are making excuses to try to put the blame on me and not refund me shipping and return shipping feesDesired Settlement: Receive the return shipping and shipping fees in the amount of $13.61 that is owed to me for sending me an item that did not fit as descrbed

Business

Response:

This customer set up

a return online. He chose to generate an optional return label

through our site. We informed him the cost of the label would be

deducted from his return. By clicking “Yes” instead of "No" he agreed to have

this cost deducted from his refund (see example image below of what

the customer saw when setting up his return).

After returning the

part using the label he purchased, he contacted us about shipping

costs. We asked a few questions (such as the part number off the part

and the part box, as well as a physical description of what he

received) to determine what may have caused the fitment difference.

The customer did not provide this information despite

multiple requests, so we can't investigate the cause of the fitment

difference. Since the customer agreed to the cost of the return label

and would not provide requested information about his return, we

refunded him for the cost of the part in accordance with our

return policy. No further refund will be issued.

Consumer

Response:

Review: I was charged for an order a higher amount than the product is advertised for. I'm simply looking for an adjustment to the accurate pricing.Desired Settlement: Refund of the different of the amount. The dollar amount is $42.77.

Business

Response:

Our site offers live product

availability and pricing. At the time the customer ordered, the

rotors he purchased were available for $41.79 each and advertised as

such online. He purchased two rotors at this price, so we charged him

$83.58 for the two parts.

After his order was placed,

shipped, and received, the customer saw that we now offer those

rotors at a lower price and requested a price adjustment. We

explained we can not retroactively offer a price adjustment, since

the price paid when he checked out online reflected the cost we could

source the parts at that time. Now, we can source them for less and

thus can offer them for less. The customer is welcome to return the

rotors he has for a part cost refund and purchase them again at the

lower price, but all shipping costs will be his responsibility. No

price adjustment will be provided.