RockAuto

Review: I ordered 2 parts ges3349rl I instead got 2 parts gk90311 and gk90312. They are no where near the right part. They don't even match the product discribetion. I called to resolve the issue. Note the error is not on my end. All they would do is ship me the correct parts and I would have to wait another week. Now I ordered the parts and delivery was a week. Now they came in early but no guarantees that they would come in by this weekend. All I want is the correct parts in the time it was quoted to me in the original delivery date. But they refuse to correct the problem in a timely manner. I ordered the correct parts and received the wrong parts. Why is it that I am the one getting screwed for something that is not my fault.Desired Settlement: I want the parts I ordered to be shipped overnight so I can have them in the time frame I was quoted when I ordered the correct parts. Shipping for the correct parts was 3 to 4 days. Delivery by September 4 2015. I received parts that were not on my invoice. I need to fix my car this weekend not the following weekend.

Business

Response:

We're

sorry two tie rod ends were shipped incorrectly to this customer. We

offered to reship the correct parts using the same shipping method he

chose on the original order (USPS Priority) without requiring return

of the wrong parts, or refund him in full for the incorrect products.

We explained that since we don't profit from shipping and our part

price markup is already very low, we are unable to express ship parts

to him for free. Since he repeatedly verbally abused our

representatives with yelling and sexist/vulgar comments and

threatened to charge back the order despite us offering to resolve

the issue, we unfortunately are unable to continue business with the

customer. The customer has been refunded in full for the two

incorrect items.

Consumer

Response:

Easy to use website with a huge selection, and always ship out items promptly

Although you have to watch for shipping charges being higher than the parts themselves, RockAuto, LLC is AWESOME!!!! We have ordered parts for 3 different vehicles at different times. The prices were great (paying with PayPal on some items have saved us money, too) and delivery has been within the estimated arrival dates. Just wish the e-mailed discounts were a little more, or offer free shipping.

I have ordered parts several times. Online catalog is easy to use and find the parts that I need, and buying the parts and shipping them to Canada is cheaper than if I were to buy them here. Deliveries have always been shipped promptly. I have had no issues at all.

Good service.
Good support.
Fast shipping.
All inclusive pricing for Canada(Customs included)

I have been ordering from RockAuto for a few years now, and every experience has been a good one. My order is always right and arrives on-time, and their selection and ranking of parts is very helpful. You can't go wrong with RockAuto.

Review: I purchased Raybestos brand brakes from RockAuto, LLC - (PG 473 - part #). I tried to install the brakes but they are defective & are NOT safe to install on my auto. It's against the law to sell defective parts and/or install them. I called to ask if I could return them & the supervisor I spoke to said "it's my problem" & hung up.

Raybestos Brakes, Inc - will also follow up & inspect the brakes. Raybestos is looking into if they should drop RockAuto, LLC as a supplier for these actions.

I've also contacted an Attorney if RockAuto, LLC refuses to refund my money. This may result in criminal charges and/or up to and including a lawsuit. It's best to fix this now or pay more for it later. This notice will also serve as a 30 notice of intent to sue.Desired Settlement: Refund my ENTIRE amount - shipping too! $80.00

Business

Response:

On January 28th, 2014 this

customer ordered a set of brake shoes, part #473PG, on order

#[redacted]. The total cost of this order was $63.28. On March 4th,

2014 the customer placed a new order for the same part number on

order #[redacted]. The total cost of this order was $80.00. The

customer thus spent a total of $143.28 with RockAuto between these

two orders.

On March 10th, the customer

contacted us regarding order #[redacted] to report that these shoes did

not fit his vehicle due to the front (primary) shoes being too thick.

We contacted Raybestos for more information, who informed us that the

thickness should be the same for all four shoes. We called the

customer and left a voicemail relaying this information. On March

12th, the customer set up a return himself online for

order #[redacted] using our automated return system. We issued a refund

to the customer for order #[redacted] in the amount of $26.77 on

3/21/14.

Also on March 12th, the

customer called us to set up a return on order #[redacted] with the

same complaint. Our representative misunderstood a note on order

#[redacted] and thought that the customer had ordered incorrectly. The

order was outside our return window, so we offered the customer an

exception to our policy and offered a return for store credit for the

part. The customer declined this offer. We apologize for this

misunderstanding and and any rudeness he may have experienced. We

have spoken with our representative to ensure the same problem does

not occur in the future.

We have since researched this product

with our manufacturer, Raybestos. We have received contradictory

information surrounding these brake shoes. Specifically, we have been

told that they will and that they will not work for a vehicle with a

police package, which the customer has. We have been told that all

four shoes should be the same thickness and that two shoes should

have a different thickness. Further, we have been told that there was

an issue with these shoes that Raybestos has addressed, though we are

still waiting to receive specific details about the reported problem

from Raybestos. This reported problem has resulted in the customer

being refunded $80.00 from Raybestos in the form of a check.

We never intend to sell defective items to customers. If something

arrives that is defective, we work to resolve the issue via refund or

reshipment. As a retailer, we rely on information

from our manufacturers to determine instances where returns and

refunds are appropriate. The information we received from our

manufacturer was unclear, and we are currently working to resolve

this with Raybestos. It is clear that not only was there a

misunderstanding from our representative, but there was and continues to be unclear

information coming from our manufacturer. As of 4/11/14, the

customer has been refunded $106.77 of the total $143.28 that he spent

on these two orders. Rather than asking the customer to wait until we

receive further information from our manufacturer about these

products, we feel it is most appropriate to issue the customer a

refund for the remaining $36.51 that he spent with RockAuto as he has

requested. He will see this refunded to his original payment method

(Visa) within 5 business days, and he will receive an email

notification when the refund has been issued.

Consumer

Response:

Rock auto is right on the money, always efficient and timely. When they say a product's going to arrive that's usually the day that it arrives. Their prices cannot be beat.

Great business, great prices, fast shipping. Would tell my grandmother to get her parts here.

Welcome
This is my second purchase at RockAuto. Always easily, efficiently and quickly. Large selection of parts. I am of Polish and there are no problems with the shipment of parts for my DODGE STRATUS.

EXCELLENT business and extremely low prices. Shipping and returns are easy too. :)

Never have had any problems with them.

Great company. I have bought from them before. Fantastic prices,customer service, excellent product service and helpful people.
I bought a OEM "COMPLETE" carpet kit for my 4Runner. It was high quality,however they need to put on the product ad a special note that it needs a lot of trimming,re-molding and a quart of contact cement to install. I finally took it to a auto upholstery/trim shop and had them instal it. They just laughed and said this isn't the first aftermarket one they did for someone.LOL Two of us worked on it for 8 hours and gave up. The good news is that it is a quality carpet,exact match for original and a great price. If you are thinking of doing it yourself forget it.

Very satisfied as a customer of Rock Auto. Have completed many orders. Fast shipping with the US Postal Service. Thankyou.

As a DIY guy, I have placed about 20 orders and never one problem. I am a loyal customer.

Always excellent product & shipping

me siento conforme con el trato que me brindaron gracias

Huge selection, excellent prices, always trouble free shipping.

Parts were exactly as advertised and a perfect match for my vehicle at a much cheaper price than their competition. Very quick shipping and easy core return with online shipping label printing option.

I use rockauto whenever I shop auto parts. It's my goto store.