RockAuto

Keep up the Good Work, ROCKAUTO is Good

The website is very easy to navigate and ensure you are selecting the correct parts for your vehicle. Prices much better than competitors. Will definitely shop with RockAuto again.

Since I was told about RockAuto by a co-worker and the great and fast response I receive in getting my parts are the best. I have never had a problem with getting wrong or damaged parts, my order is always right the first time. I won't use anyone else. Thank you RockAuto for excellent service.
Sincerely

Es un poco complicado la parte de realizar el pago, sobre todo porque prioriza el que contestemos la encuesta, en este momento no he realizado mi compra por estar realizando esta encuesta. Creo que la encuesta debe de ser porterior a la compra.

never order parts for rare cars. they never send the correct parts, or are mislabeled in their catalog.

forget about calling customer service. there is nobody ever there, and after many rings you get hung up on.

Their customer service dept. Are not very helpful on issues. I had questions on my delivery and they kept saying I should upgrade to a more expensive shipping. When it told me I would receive it in 2-3 business days it ended up being 7 days. I ordered it on a Tuesday not shipped till Thursday. So I should have had it Friday or Saturday but it will be delivered wendsday. Tried talking to them but kept saying it was my fault I should have got 2 day shipping when it is supposed to be delivered in 2 days anyways. Not happy

Review: I ordered parts from Rock Auto and chose shipping (paid extra), above the normal ground shipping for parts to be delivered in 2-3 buisness days. The price of shipping was around 22.00 much higher than ground shipping. In parathensisi when I ordered the parts it said 2-3 days. It said nothing about guarantee or not guarnateed. I assumed the days listed on the check out choices was what I was going to get. However, after three busisness days I still do not have the parts. I contacted them and they gave me a line about its not guranteed. I expected to get what I paid for parts arriving in 2-3 days. I orderd the parts on Sunday. Its thrusday and still the parts are not here and the USPS driver has already come to the house for the day.Desired Settlement: I would desire the shipping charges to be refunded to me, preferable mailing a check to me for the shipping cost.

Business

Response:

On Sunday February 23rd, Mr. [redacted] placed an order and chose

Priority Mail as his shipping method, which cost $22.04. We shipped the

order on Monday the 24th (because orders don't ship during the weekend)

with that shipping method, with tracking number [redacted]

. This tracking shows that the package was picked up by the United

States Postal Service on Tuesday the 25th and delivered on Friday the

28th.

In the frequently asked questions section of our website at

https://wwwfromoffice.rockauto.com/lang/en/answers.html#SHIPCHOICE, we

state that the expected delivery time for Priority Mail is 1-5 business

days from the time of shipment. So we did not describe this as a 2 day

service, and this package did arrive within that time frame. However we

understand that this package was not actually picked up by the carrier

on Monday when it should have been, and that the postal service itself

calls this service Postal Product: Priority Mail 2-Day™, although their

service doesn't always live up to that name and they do not make any

guarantees that it will be delivered on the second day. Based on this

and for the sake of resolving this complaint, we would be willing to

issue a refund for the difference in shipping cost between this service

and the least expensive service that was offered (Ground shipping)

which would have cost $12.64. If Mr. [redacted] agrees to this

solution the refund of $9.40 would be issued to the PayPal account that

he used to place the order.

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: Ordered a product on May 25th with two day delivery. Delivery day is 6/2 even though 2 day shipping cost 18 dollars for a 8 dollar part. Customer service has been unhelpful at this point suggesting I can return the part for a net loss. Poor customer service..:Desired Settlement: Refund difference for expedited shipping

Business

Response:

We apologize for the confusion surrounding this order. Our records show this customer placed an order on May 27th (Tuesday) just after midnight and received it on Monday, June 2nd. Due to unanticipated delays at our warehouse, we added a two business day delay to the part listing in the afternoon hours of Tuesday, May 27th. When the customer called, our representative was misinformed and thought this delay had been there for several days. However, the customer is correct: he paid $18.05 for 2 Business Day Express shipping and actually received Ground-level delivery service (priced at $9.92). For this reason, we agree it is reasonable to refund the customer the difference between 2 Business Day Express and Ground shipping. We have issued a total refund of $8.13 to his original payment method. Once again, we apologize for this late order and hope this customer considers doing business with RockAuto in the future.

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: My husband and I ordered parts on Tuesday the 31st. We needed the parts by the weekend so we paid an additional $36.46 to have it 3 Business Day Expressed. The order was shipped the next day Wednesday. So I would assume 3 day shipping would be Friday or Saturday? If I wanted the parts Monday or later I could have done the standard shipping. Why pay $36.46 ? I am not very happy at all so far with this experience. I have worked for companies such as these before so I am not ignorant to how things work. Especially shipping. I triple checked the shipping to make sure it would be here in time. When I placed the order it said for standard shipping it stated estimated arrival of parts as April 6th or 7th. Hence why I chose and PAID for 3 day Express shipping.Desired Settlement: I would really appreciate it if we could be refunded the 3 day express shipping since it will not be received in said time. I am receiving the same shipping as if we had chosen standard.

Consumer

Response:

On Fri, 3 Apr at 5:17 PM , [redacted] wrote:Hi There,

Review: Reserved order cost from bank account when order was placed.

This caused an over draft on my account which as 08/22/2014 of $430.65. I draw a Disability check from Social Security ,i.e.Fixed income ,and need all of it to survive.They are,or might as well be stealing $430.65.Customer service told me that the amount of the purchase would not hit my bank account till the item was shipped.Desired Settlement: Would like Rock Auto to refund the overdraft fees incurred due to them placing a hold on the amout of the purchase when ordered.

Business

Response:

Like every mail-order retailer, when the customer placed his order we

requested authorization from his bank to charge his card. We charged

the card when the order shipped. We don't know why his bank charged

him overdraft fees, but suggest he address the issue with his

financial institution. No overdraft fees will be refunded by

RockAuto.

Review: Ordered a bumper end for a 2008 Chevy Silverado.I received the part packaged fine but scratched. Had to send it back with a prepaid label. Went through the trouble of going to drop it off at FedEx. Received the other bumper packaged fine. This one was also scratched and never checked before it left the warehouse so now they are just going to give me a refund only after I go through the trouble of packing this one back up and using the prepaid label to go back to fedex and sending this one back.

Product_Or_Service: 2008 Chevy Silverado right rear bumper end

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Apparently they are very incapable of contacting their warehouse where their parts are shipped. Customer service said they requested for them to check the reship the second time. I have already invested enough in returning the part once. Going to do it a second time. I would much rather have an unscratched replacement rather than my money back. Poor customer service all around.

Business

Response:

We're sorry this customer received a

damaged bumper end twice. The first time, we thought we could get the

customer an undamaged part so we provided a prepaid return label and

reshipped it at our cost. The second time, since there seemed to be a

problem with the stock of that part that needed review and we were

not confident we could reship a second time without the same issue,

we apologized and provided him with a prepaid shipping label for

return and a full refund on the order. The customer can return the

damaged part for a full refund on the order using the label he has

been given.

Review: Rock Auto sent me the incorrect parts and wants me to pay for shipping both ways.Desired Settlement: $44.88 plus return shipping charges

Business

Response:

The

customer ordered an Airtex/Wells part number [redacted] by part number

(not by vehicle). He reported it did not fit his 1971

Dodge Charger. We're not sure why the customer ordered this part

number, but nowhere in our online catalog do we advertise this part

as fitting this vehicle. 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. No shipping

charges will be refunded, but the customer is welcome to return the

part for a refund of the part cost.

Consumer

Response:

Review: I placed order number [redacted] with Rockauto, llc. In this order I had two Bendix brand brake drums part number PDR0543 for $54.79 each plus shipping and handling. The total for this part of the order is $109.58 plus $32.34 for shipping and handling(in a combined order with $55.18 total shipping charge). These parts were higher priced than the other replacements available because of the expected quality and brand name of Bendix. Rockauto delivered one Bendix brand brake drum and one no name unidentified brake drum. The products are significantly different and obviously are not the same manufacturer. The one is not a BENDIX Part #PDR0543. Before shipment I received a call saying that they had a loose part in a damaged box and asked if I was ok with that. I said as long as there is no damage and it is the correct part. After receiving the drums and upon closer inspection I noticed a Bendix label had been cut off a Bendix box and taped to a no label generic brown box. I called for a return based on the fact that they are not delivering product as described or represented. I went through the difference and offered to send pictures supporting my claim. They offered credit ONLY if I paid the return shipping and a restocking fee. I explained this was their error and I am not obligated to pay them for to return and restock a product that they are fraudulently replacing for a name brand product.

They stated they just ship what they get even if it is not the same branded part described. I asked for proof of documentation that this in fact was a Bendix part and they cannot provide it. They commented they do not verify if their supplier shipped them the correct part. They said that they could not provide proof or documentation that this was a Bendix part but assume it has to be. I talked to two different customer service representatives on two different occasions. Both refused to let me talk to their manager. Last person was Eric Extension 117. He would not provide an employee identification number. Rockauto is using an unethical business policies profit on customers by refusing to acknowledge they send the wrong parts. This company had the worst customer service I have ever dealt with. The customer service representative are not polite and overall reject claims made on factual proof. How can a customer service representative sitting in a cubical have the background to say the parts are the same even without ever seeing them. It is pretty arrogant to do that to a customer physically looking at the product and offering pictures. Since when do companies refuse to do anything but have you pay them to return faulty products and then charge a restocking fee?

I have contacted the Wisconsin Department of Agriculture, Consumer and Trade Protection Agency. They have acknowledge the problem and need for resolution. The Wisconsin Department of Agriculture, Consumer and Trade Protection Agency contacted Rockauto regarding this order complaint and requested Rockauto provide resolution. No attempt at resolution or contact has been made on this matter in over 30 days from Rockauto.Desired Settlement: At this point I want a full refund(parts, shipping, and handling charges) at 100% burden of Rockauto, LLC. Originally I had asked for just a replacement with the correct part through their customer service and after this I no longer would accept anything but a full refund. No I will not pay to ship them their part back and be charged charged a restocking fee.

Business

Response:

Our

Help page explains that sometimes manufacturers buy parts from other

manufacturers and re-sell them as their own. In doing so, they

declare the quality of the part worthy of their name and stand behind

the product with their warranty. We have no control over manufacturer

supply chains. When we buy a part from Brand X, we pay X's price for

it, and your price is based on our cost. If you disagree with a

manufacturer's purchasing decision, you may return the part. Shipping

is not refundable

(http://www.rockauto.com/lang/en/answersTab4.html#DIFFCO).

This customer ordered two Bendix parts

and we shipped what he ordered. Prior to shipment the warehouse

noticed damage to the part box, so prior to shipment we confirmed the

customer wanted that undamaged part shipped despite the damage to the

box. It seems the shipper repackaged it using a generic box so as to

protect the part from damage during shipping. He reported both parts

would fit on his vehicle but he wants to return them because they are

not identical. We offered to review photos if he would send them in,

but the customer never send anything to us. We confirmed with Bendix

that they do in fact source these parts from multiple sources, which

explains aesthetic differences.

We do not charge restocking fees for

returns within 30 days nor was one applied to this return, so we are

not sure what the customer is referring to in reference to this. Our

employees do not have ID numbers, but the customer spoke to two

representatives (the second of whom was a manager, whom the customer

was transferred to upon request and who provided his name and

extension). Both representatives provided RockAuto’s explanation

and decision regarding this order. Since we shipped what the customer

ordered, Mr. Chelstrom is welcome to return the parts if they are not

wanted withing our 30 day return window but he will be responsible

for shipping costs. The customer's

submission to the DATCP was replied to in a timely manner and no

further action has been requested of us regarding that submission.

Review: well I bought parts from this company before witch I had great service.but now I ordered more parts witch were on there way but got shipped somewhere else.and customer service told me that oh well there is nothing they can do .it is $96.00 I went and bought somewhere else and just want a refund.I have spent way over $4000 over a year with this company just rec a motor.

and they tell oh well.$96.00 is nothing to me but it is just the way I was treated by this company .so I went to another parts company and spent $600 on others stuff. all around bad service.never did get my parts .it is what it is .Desired Settlement: just would the refund and someone to say sorry about the mix up

Business

Response:

This customer ordered parts 7/16/15 and

chose USPS priority mail for shipping. The USPS delivered this to the

customer on 7/27/15 according to their tracking information

(9405510200847061137148). We're sorry if the USPS temporarily

misrouted the order causing any delay. If the customer would like to

return the parts, he's welcome to set up a return on our Order

Status and Returns page for a refund.

Review: order # 31796926

I ordered a bumper cover that arrived last spring on May 8, 2015. The delivery company refused to deliver it to my home and made me accept it at work, which was most problematic. I went outside to the driver and his semi tractor/trailer and accepted it, but without any time or ability to inspect the product whatsoever since I was at work. Once home, it was unbelievably clear that not only was the product damaged beyond repair by, most likely, a forklift that broke through the box and ruined the part, but someone then attempted to repair the punctured cardboard box with tape, knowing damaged may have been done to the product inside, but sent it on, regardless. The driver also had the box positioned so that the side with the tape covering the damage was facing away from us as I hurriedly loaded the huge box into my truck and ran back in to work.

In communicating with Rock Auto customer service via email beginning the next day, May 9, 2015, I did all they required of me in terms of emailing photos of all the evidence, and even securing a body shop estimate for repair of the bumper cover. I was told on May 12, 2015, by "Josh S." of customer service:

"Please note that claims often take several weeks at minimum and most are completed within 65 days."

It is now December 19, 2015, which is more on the order of over 200 days with nothing--absolutely nothing--in terms of any updates or communication, as promised.

I believe I have shown much patience. Forcing me to accept the product at work with absolutely NO ability to stop and inspect the product, then to discover that not only was it damaged by someone, but the box was merely taped over knowing that there was the tremendous likelihood of damage to the product, yet sent on, regardless. Now, there has been no communication for 7 months, much less reimbursement.

They got their money, sent a part they ruined, have not communicated at all as promised, and have not resolved the matter despite me doing all they required as part of the customer complaint process.

Unacceptable.Desired Settlement: refund

Business

Response:

We apologize for the delay in communications regarding the Concealed Damage claim. The freight carrier states they notified Mr. [redacted] in June regarding the declined claim, and we are not sure why he did not receive that email notification. Damaged item claims are determined at the discretion of the freight carrier. Mr. [redacted] received an Order Confirmation (attached) upon purchasing the bumper instructing him to unwrap and inspect all parts before accepting the shipment. The Bill of Lading he signed reminds the customer to check for damage before receiving the product. We are sorry if Mr. [redacted] did not feel he had enough time to perform the necessary checks, but he released liability for damage by signing the shipping document.

Consumer

Response:

zthe right parts at the right price. Fast shipping & excellent customer service

I have always had very good customer service from RockAuto and will continue to use them for future purchases.

fast shipping

Amazing they don't have everything but they have way more than anyone else I've found.

Always good prices. Fast and reasonable shipping and the tracking notices are great.