RockAuto

Review: I purchased auto parts for Cadillac XLS 2014. However, parts that I received were not the right one for that car. I used exactly the same boxes that parts were delivered to me and sent them back with the request for refund. A few days later seller responded that parts were not in their original boxes and that they will not issue any refund for them.

I reached out to seller via email multiple times with no success. Every time I was receiving exactly the same answer - that the parts are not in their original boxes. Over the phone customer service representative confirmed that he will not issue any refund, however agreed that the box that parts were received got the shipping label from the original shipment.

Order # [redacted]Desired Settlement: I am asking for a refund of $303.02 for my purchase

Business

Response:

Ms. [redacted] decided to return these shock absorbers as unwanted parts. She elected to purchase an optional return label from our Order Status & Returns page, and approved a cost of $9.01 to be deducted from her refund for the return shipping. 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. Ms. [redacted] has been refunded $282.57 (Credit itemization: Part: $145.79 + Part: $145.79 - Return Shipping Deduction: $9.01) for the cost of her returned parts, but no shipping refund is due because the return was not due to our mistake.

Business

Response:

Two separate refunds were issued: - the first on October 27, 2015 for $136.78 (Credit itemization: Part: $145.79 – Return Shipping Deduction: $9.01), and- the second on November 3, 2015 for $145.79 (Credit itemization: Part: $145.79). The total of refunds issued is $282.57 (Credit itemization: Part: $145.79 + Part: $145.79 - Return Shipping Deduction: $9.01). Ms. [redacted] will need to speak to her credit issuer or banking institution regarding these refunds if she does not seem them reflected on her October and November statements. Her bank can track these refunds using the credit card processor’s reference numbers, provided below.- $136.78 - [redacted] - $145.79 - [redacted].As stated previously, Ms. [redacted] decided to return these shock absorbers as unwanted parts. She elected to purchase an optional return label from our Order Status & Returns (http://www.rockauto.com/orderstatus) page, and approved a cost of $9.01 to be deducted from her refund for the return shipping. 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 but shipping charges are not refundable unless the return is due to our mistake. Ms. [redacted] has been refunded $282.57 (Credit itemization: Part: $145.79 + Part: $145.79 - Return Shipping Deduction: $9.01) for the cost of her returned parts, but no shipping refund is due because the return was not due to our mistake.

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.

Regards,

great price outstanding products

Great company to buy from. Easy to place order and items arrive on time. Also easy to return items if necessary.

I have used rockauto parts for my cars over past years. Can't beat their prices and quality and experienced great service every time I ordered and received parts. All parts arrived in timely manner and worked very well. I intend to use rockauto in the future and would highly recommend them.

I ordered some parts for my car for the first time.
They shipped the parts next day and after 3 days I received the package exactly like they said.Very satisfied.

So far so good . I've ordered twice from Rock Auto & haven't had any problems & would recommend anybody to order from them .

Review: After consulting with rockauto advisor we ordered truck parts which happen to be wrong. Now they are claiming that it is our responsibility the parts are wrong and they will not pay for shipping nor return of parts.Desired Settlement: Full refund and rock auto to authorize a pickup of the parts that were wrongly suggested by their advisor!

Business

Response:

RockAuto staff are not mechanics nor technicians. We cannot and will not recommend parts to customers. This customer ordered fuel lines listed for the front, but emailed us that he needed rear fuel lines. 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. We provided Mr. [redacted] with return instructions and a refund will be issued once the parts are returned to us

and the dispute with his credit card company

dropped.

Consumer

Response:

first time user, web site very user friendly, easy to find parts. just have to wait for shipping then well see how much I like RockAuto.

They would not let me return the part even though they sent me the wrong one. They emailed me a return slip but yet said I couldn't return it. Is!!

Review: On Sunday, April 24th at 5:01PM my husband placed an order. It was supposed to arrive in two shipments on Wednesday, April 27th. We did receive one package which was delivered Fedex. However, the other package was not delivered. We tracked the package on Thursday, April 28th in the morning, and it was returned to the departing Post Office in Marietta, OH. I called the customer service department for Rock Auto, and got absolutely no help from the lady that I spoke with. She told me that she would not refund the shipping, because they do not "guarantee" shipping. However, the paper that I have said that the item would arrive on the 27th. I had to find the post office information and contact them myself to find out where the package even was and why it was returned to the originating post office. I contacted Marietta post office and was helped by a worker there, who contacted the delivery driver who had the package to be returned to Rock Auto. He stopped the return, and called me back, package in hand. There was a return label on the package, which is why it rerouted to be returned. He corrected the address and sent it out again. It SHOULD be here tomorrow (Friday) or Saturday. I contacted Rock Auto a second time to tell them what had happened, only to be told to send a picture when I received the package. They refuse to credit my card the shipping cost on my order, because they do not feel they were in the wrong, even though they placed a return label on the box.Desired Settlement: I would like my shipping charge refunded for not receiving my package when I was told, and for having to do the additional research to figure out what the problem was, which is something customer service should have been doing., on top of their mistake of mislabeling the package.

Business

Response:

We apologize for the frustration this order. Mrs. [redacted] notified us on Thursday morning, 4/28/16, that there was a problem with the shipping. USPS confirmed that afternoon that the warehouse affixed the packing list displaying the return address instead of Mrs. [redacted]’s address. Though the shipping label was addressed correctly, the packing list confused their machines. The issue was fixed and the package sent on to the correct location. Mr. [redacted] spoke to a manager at RockAuto that evening, and we issued a refund of $5.99 for the shipping the next morning, 4/29/16. USPS successfully delivered the package on Saturday, 4/30/16.

I recently discovered Rockauto and am very pleased with their service and prices. I have ordered a dozen or so items, large and small, and was amazed by their prompt delivery. Usually 2-3 days. It is also nice to be able to talk to a sales representative with my questions. Thank you Rockauto!

I found just what I needed and at a very fair price.

The best place I have found to get auto parts for
older cars.

ordered Friday late evining,got e-mail out stock. ordered different tank and sending unit.shipped shortly,overweek end order and still here by 1.pm wed. very good service.

Rock auto and I have been doing business for over 5 years. In all that time I have only received the wrong part one. They were quick to fix the situation and upon confirmation of the wrong part going back (they paid shipping) they sent the correct part. Always a great selection and comparable if not the best prices.

Great service, excellent prices, great website to easily navigate to find your products.

Review: Placed an order. Paid for next day delivery. Part of order was delayed. Called and asked for refund of express delivery for the portion of order delayed.Desired Settlement: I want the express shipping charges refunded. The order was supposed to be delivered next day air. It took 2 days. It caused a delay in completing the work on my vehicle on time.

Business

Response:

We're sorry that two parts arrived late. This customer ordered four

parts on Sunday. Two parts shipped Monday and arrived on time on

Tuesday, but the remaining two parts from another location arrived

one business day late on Wednesday. We thought this was due to an

uncontrollable weather delay, but after further investigation found

that it was a shipment delay at the warehouse. Since the customer

paid for next business day express shipping but received 2 business

day express shipping for part of the order, he has been refunded for

the difference between the service he chose and the service he

received on these two late items.

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.

Order an exhaust part for a customer vehicle. The listing apparently says it will only fit aftermarket exhaust systems. The listing is worded very badly and very misleading. I had to next day the part so I could get my customer's truck back to them and paid $40 for the shipping service. Well I got the part and it obviously didn't fit. When I went to return their policy is no refund on shipping, understandable if it were my error in ordering. But this is a site error with the listing that shouldn't even be listed for the vehicle. I got no refund on shipping and had to spend an extra $10 to have it shipped back. I will never do business again with this company if they are not willing to work with their customers. So I am out $50 and have an unhappy customer. Thanks for nothing Rock Auto.

Great prices, parts ship on time or sooner, staff is very helpful if a problem arises. I have never been disappointed, and highly recommend their services.

every thing I have ordered as been really good and a quarter off the price here in the UK so will be ordering again keep up the good work