RockAuto

Good, quick service.

Horrible service! I will never purchase another part from them again or ever recommend them to anyone. I bought a ac compressor and the clutch was broke in it when I got it. They people I spoke to accused my mechanics of messing it up. They will not do any kind of refund or exchange so there goes $200 down the drain! Now I know why their parts are so much cheaper then anywhere else! Never again will I be one of their customers. Their customer service team is horrible and very rude as well! All together their rating is a 0 in my book!!

great service, parts, and price.

Always received the part I ordered. I had to return a few parts. There was never a problem. I have never had a bad experience.

Review: My Rock Auto order # is [redacted]

I purchased a cooling fan assembly from Rock Auto on 04/25/2014

Using their online catalog, I ordered a cooling fan assembly for my vehicle. Their (Rock Auto) online catalog shows the the item ordered fits my vehicle. When the item arrived, I found that it in fact did NOT fit my vehicle. I called Rock Auto to initiate a return of the item. Since it was an error in there catalog that caused the issue, I should receive a complete refund (part+shipping) of $117.02, but, Rock Auto is refusing to refund the original shipping, claiming that its my fault that their catalog provides the WRONG part listing for my car.

I verified with Volkswagen of America, there is ONLY 1 main cooloing fan used on the 2001 Volkswagen Beetle Sport 1.8t (VW Part #1CO-959-455-A). Rock Auto is claiming that there are MULTIPLE fans that were used on the 2001 Volkswagen Beetle Sport 1.8t and that is why it's my fault. For my specific vehicle, there is only one fan. Rock Auto has the wrong fan assembly listed for a 2001 Volkswagen Beetle Sport 1.8t

I would like my shipping charge of $8.92 refunded to me.Desired Settlement: I would like my shipping charge of $8.92 refunded to me.

Business

Response:

This

customer placed order #[redacted] for the cooling fan assembly DORMAN

Part # [redacted], which we list for a 2001 Volkswagen Beetle with a 1.8

liter L4 turbocharged engine. The listing in our online catalog

specifies “3 Wire Harness” and “3 wire connector,” which

indicates this assembly is for vehicles requiring a 3 wire connector.

The listing also includes photos of the part that reflect this 3 wire

connection. Further, the “Info” page for this listing lists

alternative part numbers for the part. None of the alternative part

numbers listed on this page (Alternate/OEM Part Numbers: [redacted]) are an exact match to the number the customer was

reportedly given by Volkswagen of America (VW

Part #[redacted]).

This information indicates that the part the customer needs differs

from the part he ordered from our catalog.

The customer called us after receiving

this item and reported that he needed a part with a 4 wire connector

for a fan with 3 speeds. Since our catalog listing specifies a 3 wire

connector, the customer ordered incorrectly. Per our return policy

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

shipping charges are not refundable unless the return is due to our

mistake. We offered the customer a return for a refund of the part

cost. The customer indicated he was upset about ordering

incorrectly. Considering the customer's order history with our

company, we made an exception to our policy for the customer's

benefit by offering to pay for the return shipping cost of the

product. The customer accepted this offer.

We have confirmed on multiple occasions

that this particular vehicle had two options for connectors. Vehicles

with 3 wire connections have dual speed fans (two speed options),

while vehicles with 4 wire connectors like this customer's have

variable speed fans (more than two speed options). The customer

ordered incorrectly. Our catalog does not have an error. We have

already gone beyond our policy by paying for the customer's return

shipping costs. RockAuto will not be refunding the customer for the

original shipping cost of this order.

Consumer

Response:

WEBSITE CATALOG VERY SIMPLE TO USE.

Review: I ordered an item from them and included all of the correct address information. I have a PayPal receipt which includes all of my correct business address information. RockAuto did not include all of the address information for the item and it was returned. I was returned the money for the item, but they would not include the shipping. I would like to include an attached copy of my PayPal receipt with all of the correct information including the street address.Desired Settlement: Return of the shipping amount.

Business

Response:

When this customer

placed order #[redacted] on 3/14/14, he paid $54.79 for the part and

$5.46 to have the part shipped to him. He was asked to enter a

billing and a shipping address as well as a payment method on the

final checkout page. The customer entered his address information and

selected PayPal as his payment method. He then hit the “Place

Order” button and submitted his payment via PayPal. Our system is

set up to capture the exact billing and shipping information as it is

entered on this final checkout page and process the order in

accordance with the information input when the “Place Order”

button is pressed. Contrary to what the customer has stated, at the

time the “Place Order” button was pressed our records show that

the following shipping address had been entered onto the order:

This is reflected

on the order confirmation that the customer received moments after

placing his order (see attachment). The customer did not request any

address changes after we sent out this order confirmation, so we

shipped his order to the shipping address he provided on the final

checkout page.

Regardless of what

PayPal has on file for this customer, RockAuto ships to the address

that the customer enters on the final RockAuto order page. PayPal is a

separate entity and the information they have on file does not

necessarily reflect the information RockAuto has on file for any

given customer.

When the customer

contacted our representative on 4/10/14, he communicated that the

complete shipping address should have been:

Because the customer did not

enter a complete address on RockAuto's final checkout page at the

time of purchase, the carrier was unable to deliver the shipment and

returned the shipment to our warehouse. When the part was received

back at our warehouse, we issued the customer credit in the amount of

$54.79 for the cost of the returned part. As an exception to our

usual policy, we have already covered the cost of shipping the

product back to our warehouse rather than charging the customer for

the cost of return. The customer has since reversed his PayPal

payment for the full amount of this order. We will not be refunding

the $5.46 outbound shipping cost lost due the customer's error.

Consumer

Response:

Después de comprar repuestos en rokauto e quedado satis fecho de la experiencia y e repetido en mas de alguna ocasión , en cuanto al tiempo previsto de entrega , decir que se ajusto siempre y en ocasiones se adelanto a los plazos

Rockauto has filled all my orders accurately, shipped them w/o any damage, and their prices (w/shipping included) almost always beat my other parts sources. I recommend them to everyone I know that works on their own cars. Eventually, other parts sources will have to adapt to compete with Rockauto.

Was able to find the part right away. Website is very user friendly.

As an overseas customer I am very happy with the product range and the fast delivery times from Rock Auto.

There are some issues with incorrect items being sent on occasion, where it is simply too expensive for me to return. I acknowledge this is not necessarily Rock Auto's fault, but something they should press their suppliers to get right.

Also, the multiple warehouse model makes it prohibitively expensive to ship a batch of different items (particularly smaller items) where the shipping cost often exceeds the cost the item (esp for us overseas customers).

Overall though, I am happy with Rock Auto and will buy from them again.

my experience has been a pleasure with rock auto and speak highly of your services and look forward to do business again thank you paul.

Review: I bought a engine crankshaft and paid a $100 dollar core price to send old one back. I got a phone call and email saying my crankshaft was worn .030 and couldnt be reground to spec and is unrepairable so therefore no refund. I called crankshaft manufacter who rockauto got my part from and asked if crankshafts can be rebuilt if worn past .030 and they said yes. they are welded up thicker and then reground back to original spec. I called other machine shops and they told me the same therefore the part is a rebiuldable core and I should recieve my core deposit back. I called customer service at rockauto and they wont help me at all. I have been a mechanic my whole life and always knew crankshafts could be rebuilt id worn past .030 so I sent it back with the intent to get my refund and I have people who have no clue about any of this not even trying to help me. $100 is alot of money to me and would like it back. I was told I can have my old part back if I pay shippingDesired Settlement: I want my core charge back

Business

Response:

The manufacturer of the product this

customer purchased offered a core refund upon return of a rebuildable

core. As our Help

page explains, cores are not refundable if they can not be

rebuilt. The core this customer

returned was inspected by the manufacturer (who specializes in these

products). Unfortunately, the manufacturer determined his specific

core is not rebuildable. We offered to return the core

to the customer at his expense or dispose of the not-rebuildable

core. The customer let us know it could be disposed of, so we

disposed of it. No core refund will be issued for this unusable part.

Consumer

Response:

fast shipping, great service. Great options for parts.

Excellent Parts and service.High quality,could not better.Many parts to pick from.

Review: We ordered an auto part for our vehicle from Rock Auto and the part came. We didn't immediately install the part as the vehicle was not ready for installation. When we finally were ready for this specific part to be installed we discovered the part was not correct. We contacted the needed individual by the choice of contact which was through email. We were told the part would/could not be returned, exchanged or store credit offered based on the time frame that had gone by which was 58 days. This part was part of a close out and a 30 return policy for a warranty. We understand if it were a fault of our own, however the wrong part was sent to us, and not at our fault. The individual we spoke to specifically said sometimes this happens "that parts not normally used for the vehicle may have been substituted during production when there was a parts shortage", however we were still out the money.Desired Settlement: We would be pleased to get a return, store credit, or exchange.

Business

Response:

As

our Help

page explains,

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

refund of the part price. We will not accept returns of parts that

have been installed or modified. To receive credit, a returned part

must be complete and in its original, unmarked manufacturer's

packaging. Wholesaler closeout parts, as our Help

page explains, are only able to be returned in this 30 day return

period and are not covered by an additional manufacturer warranty.

This customer contacted us well beyond this 30 day period requesting

to return an installed part that no longer had the original

packaging, so unfortunately this part is not able to be returned for

refund or exchange.

Ordered my part for a good price, shipping was cheap, mail came very fast and was exactly what I ordered. Great job!

I ordered a fuel pump and changed it. Truck Still would not run so I took it to a the shop.
The fuel pump was bad so they sent another one. We installed it and it is also bad. So I have now paid to have it changed twice. So I contacted rockauto and they said they would send another one. I told them I just want my money back so I can go get one that works. They Said they would make an exception and give me a store credit. Way Would I buy anything else from them. So now I have a store credit at a place I would never buy anything from.

Rock Auto IS AWFUL!! Their customer service is horrible, and the manager "Cory" was so careless is made me livid! They have messed up our order twice now, and although they offered to give us a refund, they could careless about the inconvenience it was for us! My car is the only one I have, to drive my son to his Dr appts, etc and because Rock Auto sent us the wrong parts, I will have no car for almost 2 whole weeks!! The pain it is to get the label, print it, pack up the wrong/broken parts, send it out, wait for them to receive it, wait for them to get more parts set up to ship out, wait for them to ship, wait to receive them, or just get a refund and be out parts...is just MADNESS! And for them not to offer any kind of something for the inconvenience they caused? And the fact that they could care less that it was so much trouble for us? Is disrespectful of me, the client- who is spending money on their company!!, and frustrating! I couldn't believe how care free they were about the problem. Basically just told me, it is what it is, that was how they maintained their cheap parts...by not offering any help to those they screw over! So their namesake isnt worth as much as their cheap (majority of our order -BROKEN!!) parts. Just unbelievable. Guess it's true...you get what you pay for!! Cheap parts = cheap, crummy company!!!!!!!!!!

Review: I shopped for a part for a 1995 Camry 4 cylinder and received it in July this year.

Receipt says 1995.

I tried to install it-on October 29 (had no money till then for the repair)

This part is for a 1994 Camry not 1995.

Why was it shown online for a 1995 car?

Rock Auto refuses to take it back.

It was/is mislabeled online .

1995 Camry 2.2 L4 that's my car

I do know it may have been assembled in 1994 but is clearly a 1995 model and that's what I purchased parts for in good faith.Desired Settlement: Take it back and refund me the cost which was $29 plus shipping/tax

Business

Response:

We are very sorry this customer received a master cylinder that

will not fit his vehicle. The master cylinder he ordered will fit

1995 Camry 1995 TOYOTA CAMRY 2.2L L4s that were manufactured before

and through July 1994, as seen in the part description for the part,

which we have included as a screen shot, attached to this response.

Often, vehicle manufacturers will manufacture vehicles for the

upcoming year during the second half of the year prior. Thus, the

master cylinder he ordered should be listed for a 1995 vehicle, and

it will only fit the early version of that vehicle, which was

manufactured before and up to July 31, 1994. RockAuto has a 30 day

return policy during which unwanted parts can be returned, as long as

they are uninstalled and the original manufacturer's part box can be

returned. Because this customer ordered the part in late July and

contacted us in late October regarding the issue, 2 months outside of

our 30 day return policy, we are unable to accept a return of the

part at this time.

Consumer

Response:

I have to take this brand new part to the landfill now that rock auto won't take it back!

Its never been installed-they can sell it and avoid a stupid landfill addition in ignorance.

Why can't the take it back and resell -like I said it is just as I received it-but its NOT for my 95 Camry as advertised.

They need a notice"Note this may NOT fit all 95 Camrys".

simple

I was assured this was correct part at purchase..

Business

Response:

The master cylinder this customer ordered will only fit the early version of that vehicle, which was

manufactured before and up to July 31, 1994, as listed in the part description on our website. RockAuto has a 30 day

return policy during which unwanted parts can be returned, as long as

they are uninstalled and the original manufacturer's part box can be

returned. Because this customer ordered the part in late July and

contacted us in late October regarding the issue, 2 months outside of

our 30 day return policy, we are unable to accept a return of the

part at this time.