RockAuto

Review: Subject: RockAuto Order 19945390 - OUTSTANDING DEBT -- CARD NEVER CHARGED Good Morning. It appears that although we shipped this order we never received payment in the amount of $112.97 as there was a glitch in our system which accidentally voided the authorization we obtained so nothing was charged to the card. We will require the outstanding debt to be paid prior to shipping any future orders -- Please contact us for additional information and payment options. After receiving this e-mail I contacted RockAuto's customer service via phone. I advised them that I was very frustrated about this e-mail. I tried to get the representative to let me speak with someone of higher authority or the department that sent this e-mail but the representative refused. I advised that there can be no resolution to this e-mail unless I get a returned phone call from someone of higher authority or the department that sent the e-mail. The representative didn't care and said that I would just be banned from future orders. On 4/30/14 my Dad contacted RockAuto to inquire about why his order was canceled with no regard of an explanation. He was advised that it was due to me not paying for product that I received. I called RockAuto customer service back and spoke with [redacted] at extension 245. I asked him if I could speak with someone of higher authority and he said there was no one available and that he could help me. I began explaining my situation and he said that everyone at the address would be blocked due to an unpaid balance. I told [redacted] that this makes no since. I tried to make the following points to him: Why would they block a paying customer from ordering over something that was their mistake to begin with? Why would they block the address to begin with? Let's say that it was a rented property and the tenants changed. Why would future paying customer be banned? Why would RockAuto ban good customers that have spent hundreds and hundreds of dollars with them over something that was THEIR fault? What if a customer's financial situation has changed. Let's say that during the time of the order there was money budgeted for the items ordered and several months down the road RockAuto figured out THEY had a glitch in their system and demanded payment when money was not budgeted. It would make no since to block a $400 order over not receiving $112.97. [redacted] did not care about any of my points and advised that RockAuto had no interest in dealing with dishonest people and then turned around and said he was a supervisor and he had nothing further to say and hung up on me.Desired Settlement: I would like a written letter of apology from the president of RockAuto. I want the satisfaction of knowing my complaint was taken to the top and the president is aware of how negative my interaction has been with his/her company. My friends and family have spent hundreds of dollars with RockAuto and RockAuto has no reason to treat us like this and for me to be called dishonest and hung up on. I put my credit card information in when I placed the order and if RockAuto did not manage my secure information properly that should not be at the fault of the consumer. It also raises questions about the security of my personal information. Multiple times RockAuto has charged, refunded, and held my funds with their wacky payment system. It's the cost of doing business for RockAuto to eat the $112.97 for their failed payment system. I tried to call and make it right but their customer service lies and makes deceptive comments. I plan to take further action if there is no resolution. The Revdex.com will be my first attempt at a resolution with RockAuto.

Business

Response:

We apologize for the inconvenience of the additional

request for payment that we made, and if our customer service was

anything less than professional. However, having discovered that Mr. [redacted] received an order without ever being billed for it, we feel that it is reasonable to request that, after

having the chance to verify this in his account, he pay us for the

order that he received. He chose not to cooperate, and we can't oblige

him to. But having lost the cost of that order due to the combination

of our admitted error in billing and his refusal to pay for the parts

that he received, we are also not obliged to accept future orders from

him.

Business

Response:

After further

review and escalation of this customer's unique case, we contacted

the customer by phone to discuss a resolution that provided a

compromise between the customer and RockAuto. During the phone

conversation that took place between our billing department and the

customer on May 13, 2014, we provided a verbal apology for our

initial mistake which resulted in RockAuto not collecting the

customer's funds. We are continuing to investigate this rare

occurrence and have since put preventative measures into effect so

future customers do not experience similar problems.

We also offered

our apologies for the treatment the customer received from our

representatives, who ought not have implied the customer had

intentionally committed a fraudulent act. We have discussed the

customer's case with these representatives to prevent future

communication of this kind.

The customer

remains in possession of parts for which we have not received

payment. Considering our initial mistake and further mishandling of

this situation, we offered to have the customer pay for only one of

the two items he ordered and to waive all shipping charges associated

with the order. The customer agreed to pay RockAuto $22.79 of the

$112.97 on the order, or about 20% of the order total. As stated in

our phone conversation, upon receipt of this payment the customer

will again be able to place orders with RockAuto. The customer now

understands how we relate orders together for security purposes and

that related orders can be processed once this $22.79 is paid.

Consumer

Response:

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: Back on November 6, 2012 I ordered 2 outer tie rod ends. 6 months the rubber boot was completely wore out. I called at that time and was given options, either return the parts and when they get them they will send new ones out (which is crazy, who can be without a car waiting for parts that shouldn't have been worn out in 6 months) or return the parts for store credit (why would I want that when again the parts I ordered only lasted 6 months) or return the parts with a full refund. At that time I haven't had the money to replace the parts or the time or the extra vehicle to mess with it all. These are clearly 5 year warranty parts or 100,000 miles. They need to honor that and give a full refund when parts are returned. I called today (5/24/14) and spoke with an Abby who was completely out of line and had terrible customer service practices. She gave me the first two options and that was it. We asked to speak with a supervisor after awhile of not getting anywhere with her and she said there wasn't a supervisor. She was very rude and wasn't honoring the 5 year warranty. Parts shouldn't fail in 6 months and people shouldn't have to sit without a car for weeks to wait for a part that should last years. Employees should go through extensive customer service training on how to deal with situations like this and warranty issues shouldn't be a hassle. This company should honor what they say.Desired Settlement: I would like a full refund in a check because the credit card number they have on file I no longer have. I am more than happy to return the defective tie rod ends and wait for a check to come to me in the mail. My refunded check should total $57.88. It is not a lot, but enough to make me happy as a customer and not have to go farther to get a positive outcome for poor products I received.

Business

Response:

This

customer placed order #[redacted] on November 6, 2012 for two tie rod

ends (Mevotech part numbers MS40609 and MS40610) for a 2007 FORD EDGE

3.5L V6. As our website states, these parts are covered by a

manufacturer warranty of 5 years/10,000 miles. As stated on our

Warranties

page, “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.” It is not common practice for

manufacturers to provide full refunds within their warranty period.

As a retailer, we uphold the warranty of a part replacement through

the manufacturer.

The customer contacted us on

July 28th, 2013 to report that both purchased parts had

cracked boots. At that time, our representative informed the customer

of the 5 years/10,000 miles warranty offered by the manufacturer and

offered two warranty replacement options:

Return the parts, and

as soon as we see they're in transit to us we would reship the parts

to her

Purchase the same part

number through our catalog. Swap the parts out, then return the

defective parts for a refund of the cost of the new parts + outbound

ground shipping.

Customers are responsible

for return shipping costs. No return of the defective parts for a

refund was offered without the purchase of the same part number from

RockAuto. The customer did not select a warranty option at this time

and we did not hear back from the customer for another 10 months.

The customer contacted us

again on May 24, 2014 reporting the same problem. They reported that

they purchased the new parts through another retailer (AutoZone) and

now wanted a refund. Our representative explained that this was never

a warranty option, but in case of any miscommunication offered the

customer an exception to our warranty policy: a return of the parts

for a refund of the parts' cost in the form of store credit, which

could be used on future purchases.

We apologize for any

unintentional rudeness from our representatives. At the time the

customer called in, our representative informed the customer her

supervisor was not available at the time but, considering our

warranty policies, any other representative would offer the same

return options and exception. Not only are we honoring the

manufacturer's warranty, but we are offering an exception to policy

on the customer's behalf. While no refund in the form of a check will

be provided, we can offer the previously-stated warranty return

options. Alternatively, we are willing to uphold our offer to make an

exception for the customer and provide a refund in the form of store

credit for the cost of the parts ($43.66) upon return. Since

manufacturers' warranties do not cover shipping costs, shipping costs

will not be refunded.

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 some what satisfactory to me. I need to know how to go about placing an order for the balance due to me via store credit.

Review: I purchased air conditioner parts ie; compressor, dryer, fluid line, condenser, suction line, discharge line. After a certified mechanic installed them it was evident I got a bad clutch on the compressor. After talking with a customer rep ([redacted]) on the phone he instructed me to send back the compressor for a return and buy another compressor which I did. After flushing the system and installing the new compressor it would not hold pressure. It was discovered by the local dealership that the compressor leaked around the shaft seal. Both mechanics are certified and have been doing this for many years. The first for over 25 years. They told me that because I didnt change the dryer and fluid line again they will not warranty it. I explained everything many times to them all different people, I never got one person to deal with. The person that instucted me to reorder the compressor said he made notes in the system which they deny. They never called either mechanic to verify.Desired Settlement: I have paid lador twice and still dont have a working a/c. It would be nice to see the consumer be not have to pay for bad Quality Control!

Business

Response:

After

reviewing this customer's situation, we determined that the customer

is correct. Although labor is not covered under warranty

(http://www.rockauto.com/docs/warranty.php),

the customer has been sent return instructions and a prepaid shipping

label to return the part for a full refund (part cost + shipping).

The customer's full refund will be issued to their original payment

method upon return of the product.

Consumer

Response:

On Thu, Aug 14, 2014 at 7:31 AM, [redacted] wrote:

Revdex.com,

Review: I have ordered parts for my car and have not received them and they are over a week late and customer service does not have answers for me or even a estimated date when I can get my money backDesired Settlement: I feel since they are inept at doing business they should overnight my parts immediately and offer me free shipping in the future along with a apology for [redacted] poor service

Business

Response:

We are very sorry for the confusion surrounding this customer's order and its ship date. The customer ordered the parts from our catalog, and his order was sent to a warehouse which did not have the parts in stock. His order was then re-routed to another of our warehouses, which, at that point, was closed for the Christmas holiday. That warehouse's parts are listed with a 7 business day delay in our catalog, due to the holiday. However, the customer would not have seen this delay when he ordered, due to the stock issue. His parts shipped out of the new warehouse on December 27, with one package arriving December 30 and the other arriving January 2.

Due to this mistake in our inventory system, we offered to reimburse the customer for half of the shipping he paid, in the amount of $8.21 in store credit. The customer indicated this was an acceptable solution and informed our customer service on December 30 that we should continue shipping with the original shipping method he chose, which was 2 Business Day Express. After shipping from our warehouse, both packages were delivered within FedEx Express' 2 Business Day ship time.

Review: I ordered an Air Condition kit from rock auto tsn2838 for my 2004 subaru outback I ordered it from there online catlog and it was the wrong kit I called there customer service and after talking with them I sent them pictures of my unit from my car and it was it was determined that the kit I need was tsn2062 and after receiving it I determined that it was also wrong so I called back an the customer service rep. was rude and suggested that I contact my local dealer to find out my unit application and I am the customer not the supplier I felt that is rock auto in that business not mine.I ended up buying it from local dealer that ordered for me and it was the correct one the first time I installed and to date it is working great. My complaint with rock auto is they charged me with return shipping on both incorrect parts and if I had made the mistake I would understand that but the blame belongs to rock auto and I sent an email to them stating if they were interested I could provide them with the correct frame for my car so far no response to my email. what I would like is to have the return shipping sent to my account I want nothing for my lost time and the in inconvenience of take package to fed x to return not mention all lost time and money. I know that rock auto has had a very good reputation but that was not my experience and I felt that the second representative was not any help at all in helping me solve my problems.Desired Settlement: return my shipping cost and an apology for second representative resonse

Business

Response:

We apologize for any unintentional rudeness from our

representatives. When the customer reported the first compressor would not

fit, we spoke with the manufacturer to confirm our listing's accuracy.

Based on the customer's reported vehicle information, he ordered

correctly. However, the manufacturer suggested he may require a different

model's or year's compressor. Since neither we nor the customer erred, his

car apparently is unique so we offered to split the shipping cost with the

customer. The customer agreed, so we provided a prepaid return label for

this kit. Unfortunately, the alternative part number also did not fit.

Since that error was based on our recommendation (relayed from the

manufacturer) we are refunding the customer for his second order in full

(including shipping charges).

Review: We ordered a hood for a Chevy Silverado 1500 truck. Delivery date was on or about October 24, 2014. We were having [redacted] take care of doing the work..but we had to wait until they were available. We did not open the box and had it sitting in our garage untouched.On November 11, 2014 we received information from the [redacted] School that the hood was damaged and we needed a replacement. I then contacted Rock Auto and they basically told me I was a liar and to send an email with the complaint but that we had to take pictures and prove to them we did not damage this hood. That when we signed the paperwork that everything was ok. This was delivered off an 18-wheeler at a ball field along the road due to space for truck to come in..we live on a dead end road. We signed that we received the part.When the part was opened by a teacher at the [redacted] school he said he personally took it out so that no one could damage it. That is had a large dent in the center of the hood the size of a basketball.I then proceeded to contact Rock Auto to get a replacement and this when they stated that we had to show proof (pictures) and send an email to them but not to expect anything because of the length of time we had it and no pictures of opening package. This is very wrong. We would like to get the money we paid for this and product returned to them.Desired Settlement: We would have asked for a replacement but due to the sale person information we will not be doing any further business with them. We would like to return product and receive a refund.

Business

Response:

When this customer placed his order, we emailed him an order

confirmation which said “PLEASE UNWRAP AND INSPECT ALL

PARTS FOR DAMAGE BEFORE SIGNING for truck freight shipments. It

is difficult to obtain compensation for damage after you have

accepted the shipment and any damage claims filed more than 15 days

after delivery automatically are denied by the carrier.”

The customer signed for the part without inspecting it, then

contacted us 18 days after delivery to report damage. No refund will

be issued for this order.

Consumer

Response:

Review: I ordered a part for my car. The listing stated it would fit for the application. I noticed right out of the box they were very different, but I installed just to be sure. After installing I realized the seal would not actually seal. So I then contacted them, and they stated they would refund the part but not the shipping. They shipped me a part that is supposed to work, but does not. The shipping was much more than the part. I can get exact figures, but the part was 5.98 and shipping was around 38.00. I contacted them and they have been polite and stated over and over the part is the right part, but it is not right as intended and listed to be intended on their website.Desired Settlement: Refund for shipping and the part. It would cost more than the part for me to ship it back. I do not believe this is an error I have caused but their error. I as the customer should not have to pay for their mistake.

Business

Response:

This customer ordered a $5.45 output

shaft seal and selected a $33.14 next day priority shipping (instead

of a $3.00 ground shipping also offered at checkout). When he

reported that the part he received would fit but was looser than

preferred, we asked him questions to determine why there was a

fitment problem. Our part listing specifies this seal will only work

on vehicles with an E350, 5 speed transmission. When we asked the

customer to confirm these details about his vehicle, he did not. We

also asked him to confirm the part number on the part and to send

images of the part we sent next to what he was replacing for

reference, but he did not and indicated he felt replying to our

questions was a waste of his time. Without him providing relevant

details, we are unable to confirm the cause of the problem.

As our Help

page explains, every part we sell may be returned within 30 days

for a refund of the part price. Shipping charges are not refundable

unless the return is due to our mistake. Since the seal wouldn't work

for the customer but we were unable to confirm the cause for the

fitment problem due to the lack of information the customer was

willing to provide, we made an exception and refunded the cost of the

part without requiring return.

Consumer

Response:

I can send a picture of the difference of the two parts they describe. One being the correct one. Has an outer rubber ring that actually seals. The one that was sent to me has not an outer rubber seal. They do no wish to refund shipping due to sending a part that will not fit as it is described to fit. The part that I received is going into toyota brand transmission. Completely original. Unless the part requires modification. Which is the only way it would fit as intended. It should also be stated in the description of the part.

Review: I went onto RockAuto's web site and entered all the correct information on my car. Choose an ac compressor. In the description it stated " May Look Different than OEM; Bolts UP and Works Same as OEM". The Part they sent does not work or hook up the same. On an AC compressor you have a suction port and a discharge port. The suction port on the unit they sent was at a 90 degree angle. The suction port on the original compressor is at a 45 degree angle. The AC hose that connects to that port will not fit between the fender wall and the port. The hose and the compressor are original equipment and the part that RockAuto Claims "May Look Different than OEM; Bolts UP and Works Same as OEM" does not and is their mistake.Desired Settlement: This is RockAuto's Mistake and they need to refund for the kit and refund the shipping charge as well as issue a call tag to have the parts returned at their cost. It is not my/consumers responsibility to make sure their web site is correct it is solely RockAuto's responsibility. The statement "May Look Different than OEM; Bolts UP and Works Same as OEM" is misleading and caused me to purchase.

Business

Response:

This

customer purchased an A/C Compressor & Component Kit that our

website specified is for replacement of a Zexel type

compressor with casting # [redacted] with a 6 groove pulley and fittings

behind the clutch and in front of the rear mount. The customer did

not match this information to his original compressor prior to

purchasing it. As our Help page explains

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

every part we sell may be returned within 30 days for a refund of the

part price. Shipping charges are not refundable unless the return is

due to our mistake. Since we shipped what the customer ordered but

the customer neglected to match the relevant details in the part

listing to what he was replacing, he is welcome to return this kit

within 30 days but no shipping costs will be refunded.

Excellent Service. Very good experience. Order again with absolute confidence.

This company is a Godsend!
I live in England, UK and own one of only five Toyota Tundras in the country. If it weren't for RockAuto the truck would be scrap because it's so difficult to obtain spares here. I've tried other websites, such as a popular auction site and invariably the parts are either faulty or broken by the time I receive them but these guys package parts with care and the packaging has always been robust enough to withstand the trip over the Atlantic, to my home. They are also always very helpful when contacted by 'phone.
Keep up the good work!

Great prices and very fast shipping on my wheel bearings. Shipping cost was very reasonable.

Never had a problem with orders. Everything arrives when they say it will arrive. Checkout is simple. The site is easy to navigate.
Great company. Definitely recommend.

Great company! I do business with them on a regular basis. My orders have always arrived quickly and are just as described.

Always the right parts at a very good price, fast shipping at a very fair price.

Absolutely awesome business. Good people, simple website and easy to use... except for the checkout options. More tooltips to describe payment methods would help here (I found out what a wire transfer was the hard way!) . but once you've got it figured out you're golden forever.

Fast delivery. Exact part. Satisfied customer.

Excellent choice of products to choose from reasonable shipping rates.

I have used rock auto several times over the last few years,and have found just about everything I have needed and for a good price,I have also recomended them to several friends.

Good prices on parts, reasonable shipping cost...and easy returns if ordered incorrect part.

I like to use Rock Auto for my more expensive parts the

prices are better than auto parts stores and dealers.