RockAuto

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.

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.

My order was filled accurately, and received very timely.

I have ordered from Rock Auto before and and their customer satisfaction is tops.

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]

Always great service . Products are as advertised . Prices are the best I've seen . They have a huge product line . The online catalog is easy to navigate to find what you are looking for.

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,

I love this company!! I always find exactly what I need. Their prices are great and delivery is fast.

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.

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,

Très bon service, très bon prix, rapide

Fantastic online business....have placed three or four orders with them and will stick with them in the future. Cheers.

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.

They are first rate and treat you the same regardless of whether you are ordering or returning a product.

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:

Rock Auto themselves is great. Good prices - quality products, and customer service seems reasonable enough.
Standard shipping with 'Landmark' is pathetic!
Rock Auto processed my order right away and shipped it the same day! Landmark then sat on it for 12 days in Fort Worth!
I will NEVER opt for the standard shipping again!
I cannot understand why a Good business like Rock-Auto would choose to align themselves with a shipping company with no standards and absolutely the worst customer service I have ever experienced!

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

I am very pleased with all aspects of my dealings with rockauto. They have a vast inventory, they ship fast, and they have acted fast to resolve any problems that I had, usually as a result of ordering the wrong part. Their return policy is excellent, and when you talk to them on the phone they are courteous and knowledgeable.

Review: Order #: [redacted]

Part #: [redacted]

Return/Problem Quantity: 1

Order Quantity: 1

WJB Warranty Information:

12 months

I purchased the above part. The warranty says 12 months. After 3 months of use the part was bad. I contacted RockAuto and they said I can ONLY replace the part for the same part. If the part is low quality I do not want another low quality part. I asked for an in store credit to purchase a higher quality part and they declined.Desired Settlement: At this point I no longer wish to do business with them again.

Business

Response:

Mr. [redacted] was provided with return instructions to send his part back (attached). Once the part is received, we will issue a refund for $[redacted], the cost of the wheel bearing & hub assembly he purchased from us, back to his MasterCard.

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.