RockAuto

The auto parts/Radiator are very well priced but it seems extremely hard to place an order on line when shipping address comes back as not valid, several times, when in fact it is a good address and you have to use another address to place the order. Also I had an extremely hard time trying to get my method of payment to be accepted.

I love buying from RockAuto, they have good parts at even better prices.

Many options to choose from, pictures to see the product, good description and wonderful service.

I's my favourite automotive shopping place.

Vary happy customer

Review: I spoke with a sales representative that gave me false information about a product when I asked for more information about it - stating that the starter would work on both manual and automatic vehicles. Upon ordering and installing the part it was found that it was the wrong part and that it would not work on my vehicle. After speaking with customer service, they refused to replace the part because it had been installed. I would not have continued to try to purchase that product after asking those questions if I hadn't been given that information by a company representative. Customer service was rude, accusational, and now I am stuck with a part I can't use, and can't afford to get another. I have a broken vehicle, my household is struggling to find transportation to get children to school, to get to work (which is placing strain on our employment situation), and to get basic necessities; all of this is because of false information from Rockauto, bad customer service, and a refusal to replace a product that I wouldn't have continued trying to purchase if that information would not have been provided to me during a phone call.Desired Settlement: I would like Rockauto to provide me with the proper replacement part for my vehicle. I have been a loyal customer for years, but after this terrible and ttraumatic situation, I can't see ever using or suggesting the usage of this site ever again. Please replace the part that I have with the one that works, thank you!

Business

Response:

We are

very sorry this customer received a starter motor he cannot use. The

part description for the starter motor he purchased for his 1992 Ford

F-150 4.9L L6 states, “Standard trans.; Power: 1.4KW; Permanent

Magnet Gear Reduction; OE Manufacturer: Ford”

(http://www.rockauto.com/catalog/racatalog.php?carcode=1122028&parttype=4152...⇄ “Standard” and “manual”

transmission are interchangeable terms, and the starter motor he

ordered is specific to standard – or manual – transmission, as

stated in the part description. The starter motor this customer

purchased will not work on his automatic transmission truck.

According to our records, this customer

called and spoke to 2 representatives on September 16, the day before

he placed his order on our site. Neither representative recall

speaking to the customer about whether the starter motor would fit

his automatic transmission vehicle. All representatives at

RockAuto are trained to encourage customers to review the part

description prior to ordering. Additionally, all of our representatives know that “standard trans.”

indicates the part will only work on a standard transmission vehicle and would have communicated that information to an inquiring customer.

RockAuto has a 30-day return policy,

during which parts can be returned for any reason, so long as they

are not installed or modified in any way and the original

manufacturer's part box or packaging can be returned

(http://www.rockauto.com/lang/en/policy.html#Returns). We are unable

to accept a return of this starter motor, because the customer stated

he installed it and then determined it did not work. We do currently

carry the automatic transmission version of the starter motor he

needs, and the lowest price we offer currently is $76.79, which

likely will still be 10-30% lower than the price he would pay to

purchase it from another retailer. We hope he will give us a try

again in the future.

I use rock auto for most of my vehicle parts never had a problem and would recomend rock auto to any one

The last time I ordered a part, it came in less time in what was estimated

VERY EFFICIENT WEBSITE FOR SOMEONE UNFAMILAR WITH AUTO PARTS.

Almost always has what I am looking for and is usually has the best price. I always check here first for parts.

if I am using paypal why is my phone number needed
now how do I know rock auto didn't sell my info
I don't want any of my info public

Excellent service, great prices and availability.

I have been using RockAuto for years now and I have always had a great experience. I recommend this website to many of my friends. I will continue to use this site in the future. Thank you RockAuto for giving us Do It Yourselfers the option of reasonable online parts ordering.

I am a repeat customer with Rock Auto. Their pricing is fair, and their site is easy to navigate and understand. I have always received what I ordered when promised and as promised.

Very good experience 5 stars.... accept returns and willing to make sure you are please with purchase...

Review: I ordered a steering box for my 1991 F150. It was supposed to be a remanufactured unit from Motorcraft. I received a steering box from rockauto in the mail. It was in a plain brown box. I installed it on my truck, and it works fine. In the core return instructions I read to return the core in the same box as delivered. So I did. I packaged it up the same way it was delivered. A few days later, I received a call from [redacted] in customer service. He said that my core of $150 would not be refunded because it was in the wrong box. I told him that he was wrong. It was sent in the same box as delivered. He said that was impossible because they only come in motorcraft boxes. That makes me worry that I didn't receive the correct box. The cheap end boxes go for $120. I paid $350 so that I would get the best part available. I waited about 9 hrs later and called customer service back to speak with another person. He too refused to help. I asked for a supervisor, and was denied. He said he had the ability to make it right and decided not to.Desired Settlement: If they can prove that my part is a Motorcraft part, I want my core deposit back. $150.

If they cant prove that it is, a refund, or a motorcraft part and my core.

Business

Response:

We are sorry if

Mr. [redacted] was confused by receiving his Motorcraft steering gear in

a brown box. It actually should have arrived in a brown box, with

Motorcraft/Ford labels on it. Files [redacted] and [redacted], attached

to this response, are pictures of the exact manufacturer's part box

for the part number this customer ordered. One of the labels on the

original part box states, "Core Must Be Returned In Original

Packaging."

Based on the

description of the box he gave our representatives and the Revdex.com, the

steering gear he received is genuine Motorcraft, and based on his

description of its performance, it is functioning perfectly.

RockAuto offers

customers the options to return their core parts to the manufacturer

or to one of our warehouses. Our core return policy

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

states that “Cores must be complete, rebuildable, fit the same

vehicle application and be returned in the box the remanufactured

part came in. This means the part you send back needs to have

whatever components (like pulleys) came on the remanufactured part.

The box helps identify the part and proves to the manufacturer that

the core replaces one of their products.”

However, the box

in which this customer returned the core is not the original box in

which he received the new steering gear. The photos attached to our

response show that the original shipping label was cut off of a box,

with that previous box's cardboard still attached -- please see attachment

ra2.JPG.

The customer

seems to have put the return shipping label over the cut-off label

and cardboard, and then taped it to a new box. Additionally, the box

he returned appears to have been taped over several times. Please see

attachment [redacted].

However, the

shipping label on the new box was clearly cut off of a different

cardboard box.

We are unable to

issue Mr. [redacted] a refund for his steering gear core, given that it

was not returned in the original, manufacturer's part box, per our

return policy. However, we are able to ship his core back to him,

free of any additional shipping charges, if he so chooses. If he is

interested in having the core shipped back to his shipping address at

no additional charge, we encourage him to contact us directly via

email: [redacted].

Consumer

Response:

Great prices and fast service. Quality Product.

I received my order in 3 and a half days. Very prompt service, and the part works GREAT.

Just ordered parts yesterday,all is great so far.

Good place to buy.

I have placed 2 -3 orders with Rock Auto and have been very pleased with the service and items received. I am restoring older cars and Rock Auto makes it affordable. My wife saw their commercial on TV and I'm so glad she did. I will definitely tell friends that have similar needs about Rock Auto.

Rock auto send me the discount codes which is very confusing on how to use them you calling in to customer care and they act like they can't help you whatsoever. This has been the 4th time I had called in to customer care and I never got any help

Received the right parts at a great price, and shipping was faster than expected. This was my first order from RockAuto and I will definitely order from them again.