RockAuto

Review: I ordered auto parts that specifically covered my year/model/engine type. When I received the parts, they were all wrong. I called RockAuto to figure out what happened, they told me it was my fault because these parts were for the european market. At that time he explained that there is a flag next to each item advertised that showed this. When I went online to see what he was talking about, there was a 'flag', but it just looked like a blue box, similar to a bullet marker. I told him that this so called flag didn't mean anything to me because my actual vehicle type, etc. was listed for these parts. He said he would generate a Fed ex return label, but when he tried, he found he could not do so because they needed a tracking number first. As the parts came from the UK, he said the parts had to go back there. I told him I would get one from fedex and contact them with it. I went online to make arrangements and discovered that the cost of shipping far exceeded the cost of the parts.

I called back a couple of days later and talked to Josh, who identified himself as a manager. I was told that because it was my fault for ordering european parts, they could do nothing for me. I was not happy. When I explained that they had listed my very vehicle for the parts I ordered, He said I should have known when I saw the flag. I explained that their 'flag' is not the issue. The fact was, my vehicle was listed and there was no other warning that the parts I ordered would be wrong. Incedently, My car is a european vehicle, (Saab). When I mentioned this he simply argued that it was sold in the U.S. He then asked me if I had moved my cursor over the flag. I asked why would I do that? I had no reason to think, according to what I was seeing, that I was going to get wrong parts. He continually insisted that the problem was my fault. He did offer to pay the original shipping cost, but the remaining cost would still exceed the cost of the parts. This was not acceptable. When I tried to escalate the call, He said He spoke for the owner and the owner doesn't take calls. He then offered another Manager who he said would give the same arguement.Desired Settlement: I dont have any use for these parts. I want my funds returned. I will be happy to send parts back C.O.D. I have already paid a large sum for shipping to get these wrong parts. This issue is absolutely not my doing

Business

Response:

We

are sorry this customer received engine parts he cannot use and that

he was confused by our European Union flags. The flags in the part

description indicate which market's vehicle the part will fit. When

the same vehicle was made in more than one market – in this case,

U.S. and Europe – the customer needs to use the flags in the part

descriptions for direction on which part to buy. Our website lists

parts for many different countries' markets because we are an

international, e-commerce business. We do try to provide all the

necessary information on our site to help customers choose the best

part for their vehicles, including a detailed explanation of what our

flags mean, which can be seen here, in our FAQ section:

https://www.rockauto.com/lang/en/answers.html#flags.

Additionally,

when he added the parts to the online shopping cart and entered his

shipping zip code to obtain a shipping quote, the quote would have

read, “Shipping:

from United Kingdom (Great Britain),” with the price of the

shipping provided. This same note appears on the checkout page.

We

can credit the customer for these parts if he returns the parts to

the warehouse that stocks them, which is in the United Kingdom. The

customer paid approximately $40 in shipping for these engine parts,

via FedEx International Priority. If he uses FedEx International

Economy or USPS Express Mail International to ship the parts back,

the cost should be similar. However, he is free to return them using

any carrier he likes; he may find that returning them via another

method like DHL or UPS is less costly.

Business

Response:

We

are sorry Mr. [redacted] is frustrated, and we understand that his Saab

vehicle is a European vehicle. However, often auto manufacturers will

make U.S. and European market versions of the same European cars –

Saab is one such manufacturer, along with Audi, Mercedes, BMW,

Volkswagen, Volvo and more. The United States and Europe have

differing safety and emissions standards, particularly with regard to

exhaust and engine parts like exhaust valves, cylinder heads and

intake manifolds. Mr. [redacted] ordered cylinder head bolts, valve stem

seals and exhaust valves that fit only the European-market version of

his Saab model. The customer can tell whether the parts will fit the

European or U.S. Market version of the car by the European flag in

the part description, along with our floating text that appears when

the customer holds his mouse cursor over the flag. This catalog

feature can be seen in the attached screenshot image, [redacted]Revdex.com.png.

This

is why we tell our customers when the same vehicle was made in more

than one market – in this case, U.S. and Europe – the customer

needs to use the flags in the part descriptions for direction on

which part to buy.

Addressing

his other concerns, the parts he ordered do fit his Saab, if he owned

the Saab manufactured for the European market. The valve stem seals

he purchased also fit Alfa Romeos, as well as other European market

vehicles, like Renaults and Peugeots.

The

reason we did not escalate Mr. [redacted]' call is because the parts

were ordered incorrectly, and we had no other options for him, except

to set up a return. If we re-shipped him any parts, they would be the

same, incorrect parts, ordered for a vehicle meant to be driven in

Europe rather than the United States. He is still free to return the

parts, should he wish to ship them back to the United Kingdom.

Consumer

Response:

Review: I bought an A/C Compressor and when I got it, it was missing parts that should be with it to function in my car. It was missing a pressure switch and pressure valve. Rock Auto kept ignoring my emails and a PayPal dispute I made claim of. I called Rock Auto up and explained the problem and they said the company they go through that is named GPD doesn't supply those parts with the compressor. They said I had to go buy them. I just paid $189.79 not including shipping for it and close to $20.00 shipping.

Those parts should of been installed in the a/c compressor during the rebuilding process. Rock Auto should have stated on their website those parts are not included with the compressor; but they did not. I would not have bought it knowing two parts were missing that are very important parts that must be in that a/c compressor. I wasn't aware of the problem until it got shipped to me. That is not a complete rebuild at all to leave out two very important parts.

I asked them more than once for a prepaid RMA to ship it back; but they decided to make me pay to ship it back. That is totally wrong. I spoke to customer service at PayPal and the representative agreed what Rock Auto is doing to me is wrong. This is just plain out bad business practices and I will never buy parts from them ever again. They lost a good customer that bought 100's and 100's of dollars in automotive parts from them; but never again will I buy anything they sell.Desired Settlement: Total refund of the cost I paid for it and the shipping also. This is their fault, not mine.

Business

Response:

We are sorry this customer received an

A/C compressor that he was expecting to include a pressure switch and

pressure valve. The manufacturer does not include those parts with

the A/C compressor he ordered; they must be purchased separately. The

customer emailed us several times Monday morning before a customer

service representative was able to determine he already filed a

PayPal dispute. When the customer called, we explained that the parts

are not included and that our website will list any additionally

included parts in the part description for the item, as well as show

the included parts in the item photo. We advised him of our 30-day

return policy and reminded him he can return parts within that 30-day

window, as long as they are new, uninstalled and returned in the

original manufacturer's part box. If parts are not wanted or needed,

we ask that customers ship back the part using a shipping method of

their choice, to return the part for a full part cost refund.

According to our order records, the customer has now returned the

part and provided us with a tracking number for the return. He will

be issued a refund for the cost of the part, $181.79, within 5

business days of our warehouse receiving the part. He will be emailed

automatically when this refund is issued to his PayPal account.

Business

Response:

We are very sorry this customer no longer wishes to shop with RockAuto. The other A/C compressors indicate in the part description whether they include the clutch, o-rings and control valve, as seen here on our site: [redacted]. The part he ordered, GPD Part # [redacted], does not list additional parts as included, and is approximately $30 less than all of the other A/C compressor options. Since the manufacturer of the compressor he purchased does not include the parts he needed to purchase separately, we do not have those parts to ship to him, nor are there any additional refunds we can issue at this point. We regret that we have lost his business, but he received the complete part that he ordered.

Consumer

Response:

Review: I ordered two upper control arms for a 2008 Dodge Magnum and only one of the two parts fit the car.

The parts were less than $85.00 each.

I had the car apart on a weekend and discovered the issue and I was forced to go to the retail market and pay $ 212.00 for the correct driver's side part.

I could not wait for a return and replacement.

I simply wanted to return the product and get my money back for the one part.

I called and found out that since I threw the box away I could not return the part.

I called again and I am to be given a credit of $30.00. They don't want the part back.

I could not even figure out with the Rock Auto rep what the part fits. I ordered Raybestos parts and this one says BAW M34 BA which no one can figure out fits what car.

It does not seem fair that I pay to get a part, get the wrong part and than have to go out to buy another and I get get a credit.

I have bought parts from Rock Auto for the last couple of years and spend hundreds per year and you would think they could help a customer when the start of the issue was providing the wrong part.

The order number is [redacted]Desired Settlement: I just want my $81.23 back.

Business

Response:

We're sorry this customer received an

incorrect part. Per our Policies page (

http://www.rockauto.com/lang/en/policy.html#Returns),

we do not accept returns for parts which are not returned in their

original part boxes.

Our

representatives understood that the customer received an incorrect

part, so although we could not accept the return for a full refund we

did offer the customer an exception to our policy. We offered a

partial refund of $30, and we issued this refund on 6/12/14.

When we were

informed that the customer was unsatisfied with this resolution, we

contacted the customer by phone to discuss alternate resolutions. Per

our phone conversation on 6/18/14, the customer has agreed to return

the incorrect part for a refund of the part cost. He will pay to

return the part since the part box was thrown away in his error, and

we will refund the customer an additional $44.79 so that he will

receive a total refund of $74.79 USD (the cost of the incorrect

part). Upon return of the incorrect part, the customer will receive

the remainder of his refund. We're glad we were able to reach a more

acceptable resolution, and look forward to this customer's continued

business.

Review: I ORDERED AN AUTO PART AND NOTICED IT WAS TAKING A SLIGHT BIT LONGER THAN USUAL, SO I LOOKED UP THE TRACKING AND IT SAID THE ITEM WAS SUCCESSFULLY DELIVERED (NOT TO MY ADDRESS) THEN TWO DAYS LATER IT SAYS RETURNED TO THE SENDER (ROCK AUTO OR THEIR SHIPPING COMPANY). IT HAS A SIGNATURE ON THE TRACKING SITE FOR AN ALEX I. (WHICH IS NOT ME NOR ANYONE AT THE SHIPPING ADDRESS). WHEN I CALLED THEM THEY SAID I HAVE TO WAIT UNTIL THEY CONTACT THEIR SHIPPING COMPANY TO FIND OUT WHERE THEY SHIPPED IT BEFORE MOVING FORWARD.(AT THIS POINT IM 2 WEEKS WITHOUT A VEHICLE AND MY SUBSTITUTE ISN'T AVAILABLE ANY LONGER AND THEY CANNOT GIVE ME ANY ESTIMATED TIME BECAUSE THEIR ONLY WAY TO COMMUNICATE TO THEIR SHIPPING COMPANY IS VIA E-MAIL! IT IS VERY CLEAR THAT IT WAS A SHIPPING ERROR ON BEHALF OF THE VENDOR AND THE TRACKING PROVES IT. THEY SHOULD BE SENDING ME A REPLACEMENT RIGHT AWAY AND DEAL WITH THE MID-DELIVERED PARCEL THEMSELVES.

Product_Or_Service: REAR ABS SENOR

Order_Number: Order [redacted]Desired Settlement: DesiredSettlementID: Replacement

SEND ME WHAT I ORDERED VIA RUSH DELIVERY BECAUSE I NO LONGER HAVE AN OPERABLE VEHICLE AND THE SHIPPING WAS AN ERORR ON THE VENDOR WHICH SHOULD BE RESOLVED BETWEEN THEM AND THE SHIPPER.

Business

Response:

We apologize for the late delivery due

to the carrier temporarily misplacing the shipment. When the customer

reported the problem to us, we contacted the carrier to locate the

package. After this complaint was submitted, the carrier confirmed

this is awaiting pickup at the customer's PO box, so no reshipment is

required. The customer has been provided with all necessary

information to pick up his shipment.

Review: I am a loyal customer to Rock Auto Parts for last few years. Recently attempted to return a couple of defective items and shocked by their answer. Prime concern is regarding a water pump (details follow) which I replaced by purchasing a different brand. Purchase made through Rock Auto. I was told that I could only receive another water pump of the same brand and part number. They suggested I remove the AC Delco unit purchased from them and return it under the 30-day policy and then order another Airtex unit at which time they would provide return instructions. Or, simply keep the AC Delco unit on my car and sell the replacement water pump locally. This is the most asinine comment ever heard. I ask they do the right thing and take care of their customer. I believe these were low level employees not having the ability to make a reasonable decision and asked to be connected to an officer of the company. They stopped communicating at this point. I believe management would approach the situation differently when brought to their attention.

Order # [redacted]

Brand Airtex

Part # [redacted]

Desc Water Pump

Reason Noisy Bearing

Comments:

Just received and installed AC Delco # [redacted] pump on order #[redacted]. Problem solved.

Order # [redacted]

Brand Standard

Part # [redacted]

Desc Headlamp Switch

Reason Actuator Rod Will Not Lock Into Switch

Comments:

Purchased a new switch locally and solved the problem.Desired Settlement: My desired outcome is for Rock Auto to issue return authorization for the Airtex water pump (order #[redacted]) and to issue credit, including return freight. Also, I would like to continue doing business with Rock Auto on an uninterupted basis.

Business

Response:

This customer purchased an Airtex water

pump in May 2014. Nine months later (February 2015), he purchased an

ACDelco water pump. He then asked to return the Airtex pump for a

refund. Similarly, in June 2014 the customer ordered a headlamp

switch. He contacted us 8 months later (February 2015) asking to

return it for a refund after replacing it locally.

As our Policies

page explains, like other retailers of branded products,

RockAuto does not offer any product warranty of our own--we honor the

warranty provided by the manufacturer of the product. If you have a

problem with a part during the warranty period, please contact us and

we will arrange a return and replacement of the same part. 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.

Both the Airtex pump and the switch are

still under the manufacturer's warranties, so the customer is welcome

to replace the parts with the same respective part numbers. He can

not replace one brand with another or return products for refund

under warranty. Since the manufacturer's warranty does not cover

shipping costs, the customer is responsible for returning the parts.

No refund will be issued for his Airtex pump or his headlamp switch

purchased 8-9 months ago. We accept returns within 30 days, so if

he'd like he can return the ACDelco part under our 30 day return

policy as long as it is uninstalled. If installed, it is not

returnable for refund.

Unlike some companies, everyone at

RockAuto speaks for the company and has equal ability to make

decisions. After the customer had been told the same information by

several representatives (including multiple Supply Chain Managers),

additional contact presenting the same information was redundant and

unproductive so we decided further communication about this topic

wasn't necessary.

Consumer

Response:

Review: Received wrong part in the right box twice. First time I paid for shipping, not again.

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Money back not store credit.I will not pay again to ship the part back to them.

Business

Response:

In

February this customer ordered Moog control arm bushings. He reported

online that the parts received were in a Moog box but looked like a

different brand when he opened the box. As our Help

page explains, manufacturers sometimes buy parts

from other companies to save the cost of tooling and/or to supplement

inventory between production runs. They sometimes sell the same parts

under different brands. And they sometimes make minor design changes

which do not affect performance. As a retailer, we have no control

over those decisions. If the part you received is in Company A's box,

we bought it from A, we paid A's price for it, it meets A's

specifications and it is covered by A's warranty. If you choose to

return it because you disagree with Company A's aesthetic or

make-versus-buy decisions, shipping is not refundable and, if you

re-order it, you probably will receive the same item (unless Company

A made another design or sourcing change in the meantime).

When the customer set up a return

online for these bushings the first time, we mistakenly thought the

part was misboxed so we provided a prepaid return label and reshipped

the bushings at no expense to the customer. He then set up a second

return online for the same reason, but upon review he is receiving

what he ordered – Moog just sourced these bushings from another

company. It is now past our 30 day return window, but since his

complaint was not brought to our attention until now we will allow an

exception and he can return these bushings using the return

instructions we emailed to him if he does not want them. Since we

shipped what he ordered, he is responsible for shipping costs.

Review: I have purchased products from ROCKAUTO in the past and have not had any problems. I would like to return and replace 8 spark plugs, that ROCKAUTO will not honor. I have not used the item, they are brand new in box. I would pay shipping and handling charges. ROCKAUTO has been contacted via email and phone....no resolution. I feel this company is cheating the general public and this complaint should be noted. I followed the correct procedure as entering correct data for boat parts and was falsely led to buy the wrong part.

Thanks for your time. I have included order numbers and email to company.

I would like to return a set of spark plugs for another size. I was installing yesterday and noticed the wrong size. I had 2 orders of 4. The order numbers are [redacted] and [redacted]. I ordered these spark plugs ahead of time so I would have them when I was ready to change the old spark plugs. I have found out that I need AUTOLITE 104's instead of original orders of AUTOLITE 24's.Desired Settlement: I would like to return for a correct replacement.

Business

Response:

Customer submitted Revdex.com complaint about these two orders. My reply: This customer placed two orders (one in December and one in March) for a 1992 INDMAR for a total of 8 spark plugs ($1.07 each). He let us know he ordered the wrong size spark plugs despite our listing specifying the size, so he doesn't need these parts. The customer claims he needs Autolite 104's, but this part number is not designed for the 1992 INDMAR so we're not sure what boat the customer has. RockAuto accepts returns within 30 days. Since both orders were over 30 days old by the time the customer requested a return, these are no longer returnable for refund.

Consumer

Response:

Review: Rock Auto shipped me a part that appeared to be a used part and it was also the incorrect part in what appeared to be a box with the correct part number on it. They refunded the purchase price but I still ended up paying shipping cost both ways. This was their error and poor quality control.Desired Settlement: Reimburse me for all shipping cost

Business

Response:

We are very sorry for sending out a used ignition coil. Mr. [redacted] set up a “Didn’t Fit” return using our Order Status & Returns page and selected to “Get A Return Shipping Label” from us. We are not sure why he did not use the pre-paid return label we provided. His return was updated to “Defective” following his Revdex.com complaint specifying the part was used. Since Mr. [redacted] also purchased (4) spark plugs and kept them, we cannot refund all of the shipping charges associated with this order, but we refunded $34.17 (Part: $26.79 + Original Shipping: $5.72 + Tax: $1.66), on 4/15/16.

Excellent availability and choices. Great pricing and excellent shipping for a very good price.

What I ordered, is what I got. Nothing ever was lost or miss labeled. The parts I ordered went to the vehicle specified. They are accurate. They offer multiple brands unlike your big box stores. I had one issue with a piece missing to a part. The issue was resolve quickly and at no expense to me. I recommend them 100%.

Ordered from overseas (Europe) and got all the right parts, in about a week and with excellent tracker thanks to DHL.
When friends had trouble with their shipment, Rockauto came through as well, excellent service!

Good selection of parts easy order process and on time delivery with easy tracking of orders. All around great company.

Rockauto is exactly as advertised. I am very satified with all aspects of this company.

Since I started doing business with RockAuto about 2years ago. I have been very happy with the products I purchased and satisfy with the one call to customer support. Very pleased with web site and all the items they carry.

MANY orders, 5 different vehicles from 94 truck to new sport compacts....ALL filled fast and exactly what I ordered, and at THE best price!!!
Out of a couple thousand dollars spent a little at a time, I have never had to send anything back or even needed to talk to anyone!!!!
That is AMAZING!!!!
Out of the hundreds of purchases online I have made I can count on one hand the ones I can trust to do their job!!
You know exactly how much for shipping and everything while it is in your cart, NICE!
For that reason alone I left Amazon and it's wicked vendors and came to Rockauto a couple years ago.
Outstanding Service, Excellent value!!
They also have an excellent $9 t-shirt that I wish they had in white but when I wear it in the Advance or Autozone to get some oil or brake cleaner it always gets a comment!!

i' m very happy with service and their products.
thanks, [redacted]

ordered a power window motor for driver side window. parts were exactly what I needed, and worked perfectly. Part was delivered next day

The website was very user friendly. Appreciated that! Easy to understand in easy terms. Great prices great deals. Thx!

everything promised has been delivered.

they have what you need when you need it at great prices