RockAuto

Review: I have been a regular customer at rockauto.com. I recently bought several items from them, I bought an anchor transmission mount for a 99 Mitsubishi mirage 1.5 automatic transmission part number 8879 but they sent me a transmission mount that didn't fit part number a6643. I paid 30.79 plus shipping 15.10 I returned the part and had to pay for the return, 12 dollars...I sent the item back wrapped in the original nylon film it came and in the the same shipping box, the mechanic must have thrown away the original box and now they don't want to give me a refund because they say they can't resell the part without the box. the item was not even used and as I stated above was in the original film...they say they won't give me credit for that ..and that if I want the part I have to pay shipping and handling again...its not fair to customers to pay for the mistakes of the company..I would like the get a refund.. that's all I want..I don't want to do business with a company that does not show consideration for their customers..Desired Settlement: I would not like to lose that money because I work very hard to provide for my family...It is not a huge amount but it's my money and I want it back...thanks in advance

Business

Response:

We

are sorry this customer received a motor mount that would not work for his vehicle. It is unclear whether the part was mis-boxed, the incorrect part was ordered or he was attempting to install the part on a modified vehicle. Unfortunately, we are unable to refund this customer. According to our

records and to the representatives who spoke with him, he never informed us that the part box or shipping box was absent. We

understand that the part was new and unused, and still wrapped in the

original plastic, but we must receive the original manufacturer's

part box back in order to credit for the return. If he or his mechanic still has the

manufacturer's part box the part arrived in, albeit damaged, we

encourage him to contact us at [redacted], so we can

set up the proper return for him. To reiterate, our return policy

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

our customers place the returning part box within another shipping

box, to ensure the original manufacturer's part box is returned.

I have ordered on-line from Rock Auto several times. Each item was received just as described by the seller, offered at a reasonable price and received in a timely manner. This company is very reliable.

I have bought my auto parts from Rockauto for many years now.
They always supply quality parts at a great price.
I can always count on them to ship the the right parts quickly with out
a hassle.

Review: RockAuto sent me a part that mechanically fit (as in the bolt holes line up), but had the improper electrical connector for a later model vehicle (2007+) while mine is a 2004. I asked for evidence to show that the part they sent me ever fit a 2004 (a parts list, diagram, anything). They said they don't know the details of the situation, but are certain I'm wrong and it's my fault for trusting that the part was compatible. RockAuto never sent me any evidence, and just cited "our information says otherwise" on the phone. It seems that the parts manufacturer claims it to be compatible, as in the part can be bolted on and fits, but the electrical connector has changed. I would modify the connector myself (as I've seen tutorials do in order to retrofit later model parts), but that voids the warranty. Some of RockAuto's competitors show the part as being compatible for vehicles 2004-2009 indicating to me that the supplier (GPD) has provided the wrong information. I haven't seen other suppliers claim compatibility 2004-2009 wiht this specific connector. Mazda shows that a specific a/c compressor fits a 2004-06 and both models being installed on 2007+.

After researching this topic thoroughly, I am fairly certain RockAuto is wrong, and I am absolutely certain that they are very rude, especially Andrew in customer service. They give a canned response instead of being helpful to get out of being a helpful business.

This wouldn't have been an issue if they had taken the time to even try to understand where they could be mistaken, instead customer service flatly says "yeah, we're not helping you."

Not an A+ "Better Business".Desired Settlement: Either send me the parts list that shows the part you sent me was ever installed on a 2004 Mazda 3 or pay for the return shipping. Either way, I will be happy. I could be wrong, but I don't think that I am.

Business

Response:

While we can not account for and are not responsible for the accuracy of competitors' data,

the information on our website is correct for this part listing. Our

part listing for the compressor the customer ordered specifies that

it is for [redacted] compressors (as opposed to H12A1AH4DX

compressors), but the customer indicated needed an H12A1AH4DX

compressor replacement. As we remind customers on our Help

page, it is important to read listings carefully to ensure they

match the application. In this case, the customer ordered incorrectly

for his vehicle. We provided the relevant details the customer needed

to order correctly, but he failed to match the details in the listing

to his application. As our Policies

page explains, shipping charges are not refundable unless the

return is due to our mistake. The customer can return the part for a

refund of the part cost; no shipping charges will be refunded. We do

offer the type of compressor he needs (H12A1AH4DX) also listed under

his vehicle online, so if he'd like he can place a new order for the

correct compressor for his vehicle.

Consumer

Response:

Review: I order brake calipers for my car and one caliper does not even fit. But the part number and everything is correct it seems they are packaging there products wrong or something. This is not my fault on any part but they want to charge me for their mistake.making me pay for return shipping I would understand if I order the wrong thing but that is not what happen they messed up.Desired Settlement: I would like to not have to pay for anything because it's not my fault.

Business

Response:

Mr.

[redacted] ordered brake calipers for a 1991 BMW 325i. In our catalog, we

offer two types of front calipers for this car, based on the different

original suppliers that BMW used on that model - ATE and Girling. He

bought calipers meant to replace Girling calipers, but when he spoke to

our representative he told us that his originals were made by ATE. We

are accepting a return of the part that turned out to be wrong for the

vehicle, and will refund him the cost of the part once we receive the

return.

great way to do business!

Best pricing on the internet. Easy and fast part lookup.

The web site is very user friendly. The phone support people are very friendly, professional and competent. I have ordered 100s of parts from here and only had to return a couple. Some were my error; one was a mislabeled box and a couple of warranty replacements. ALL these issues were handled very quickly with either a new part or a refund. This is about the only place I order parts from anymore. Even with shipping it is still much cheaper than going down the street to the local know-nothing national auto parts chain store(s).

Excellent price and images very good website

I love buying of rockauto, even with the freight it works out cheaper than buying here in New Zealand.
Thanks so much

I have had no negative problems when doing business with Rock Auto and am very happy with the timing of shipments and there wide rang of parts to chose from.

Web site easy to navigate and have had excellent service from them.

I have ordered several different items from Rock Auto. All have been very inexpensive and great quality. Fast shipping and orders exactly as requested.

The price and selection are amazing. The website is good for finding what you need, up until you need a picture of what it is you're ordering or a description. The site needs better, bigger pictures, MUCH better descriptions of what is being offered, and better organization of listed parts. There's no way I'm buying anything without a description or a picture. I don't have time to waste returning a part and I sure don't have extra money to throw in on a part that may or may not be what I need. Also, the fact that you have to pay multiple shipping charges for parts that ship from different warehouses is absolutely ridiculous. That whole "minimize cost for me" checkbox just ain't cutting it. Half the time my order is in different locations regardless, so I'm screwed paying double shipping fees either way. I'm also angry about my most recent order not being shipped out for 4 whole days after I bought it on a Saturday. In the time it sat in the warehouse waiting to be picked up by the worthless US postal service, I could've bought twice on Amazon and had both orders delivered. Had I known it would've taken that long just to get it off the loading dock, I would've definitely done that instead, since my car's been in the driveway, UNUSABLE all that time.

Ive used Rock Auto numerous times. Shipping is quick and fair. Parts are good quality. One time an item was packaged incorrectly in the box (not rocks fault), the return went smoothly and fair. Im a happy customer, just placed another order.

I've had nothing but great service from Rockauto.com. Everything I've ordered has arrived promptly and been exactly what I ordered.

Seriously the cheapest parts on the internet or really anywhere else; I've seen parts about $700 cheaper than competitors and they are usually very expedient in fulling and shipping my orders.

the site was easy to use I will wait to rate rockauto on shipping correct parts and return policy if needed.

This is one of the BEST auto parts sites on the web. I have used them for several years, both as an Auto Parts Retailer for other customers and for my personal vehicles. They have never been wrong, slow, or "You must have ordered the wrong part.". Tag them as A++

Always accurate & delivers faster than anticipated. Best prices on parts & always recommend Rock Auto.