RockAuto

Review: I placed an order on 3/6/15 with Rockauto. I paid for overnight shipping and it was agreed all items would be received on Tuesday 3/8/15. I received an email on Monday that all items would in fact ship out on Tuesday 3/8, arriving Wednesday 3/9.

I called Rock auto on 3/7 and was lied to by [redacted], told that the email was incorrect and that everything did indeed ship on Monday 3/7. Tracked the packages Tuesday morning 3/8 and it said they had not shipped, never got picked up as I was told.

I emailed [redacted] on Tuesday 3/8 and he replied back saying they will credit me the difference in shipping costs since everything did not ship overnight as promised and agreed. He said I would receive everything on Wednesday 3/9. I agreed as I had no other choice. I never received that credit.

On Wednesday 3/9 I received everything but (3) items, resulting in an incomplete order. I called rock auto once again on 3/9 and spoke with [redacted], the supervisor. She promised the (3) remaining items will ship out on 3/9 for delivery on Thursday 3/10.

On Thursday 3/10 I received a package from Rock auto which only contained (1) of the (3) missing items. I called Rock auto once again and spoke with [redacted]. I was told it was unfortunate I didn't receive everything...no apologies but I'll receive them tomorrow Friday 3/11. Of course none of this information was given to me. At no time did rock auto ever contact me over the delays or issues, except for the one reply from [redacted].Desired Settlement: I want a refund of all shipping charges. Rock auto accepted zero responsibility and their shipping delays, failing to keep their promise/commitment. This resulted me in having a non-working vehicle all week, costing me time off from work as I could not get there. I tried to be patient. I let the first delivery issue go but than it happened again and then again. I have yet to receive the final parts they I cannot purchase locally so I will have to take another day off at my expense. I believe the credit for all shipping charges is more than fair.

Business

Response:

We are sorry for all the trouble with Mr. [redacted]’s order. He placed his order on Sunday evening and chose Next Business Day Express for arrival on Tuesday, which cost $38.15. Our warehouse did not ship the parts on time Monday, so he did not receive his initial shipment until Wednesday. Due to this 1-day delay, we refunded $11.58 to his MasterCard (ending in –3855) on 3/9/16. Mr. [redacted] called us when he received the shipment to report missing parts. We apologized and set those parts to re-ship Wednesday for arrival on Thursday. Two of the three parts were again delayed, due to a combination of warehouse and FedEx error. I am sorry that no one contacted Mr. [redacted] proactively about the second set of delays, but we were not aware of them until he let us know. In total, Mr. [redacted] was delayed 4 business days from his original promised delivery date. We agree a full refund of shipping is appropriate and we refunded the remainder of his shipping charge $26.57, to his MasterCard (ending in –3855) on 4/6/16.

A+++ Will be buying all my parts here!

good parts. good service ,fast shipping .

It's all good

RockAuto is dependable and consistent at fulfilling orders in a timely manner and shipping orders quickly and accurately.

I think this is the best service ever fast shipping and best quality

Excellent customer service. RockAuto is Awesome!!

I searched the internet for more than an hour and could not find a lower price!

Best prices, Best Service, Quick receipt of purchase each time, a pleasure doing business!

EXCELLENT! Always have the best selection & pricing. Orders are always accurate and shipped quickly.

They shipped the part I ordered fast. Took only 3 days and the crankshaft is beautiful. They said it's remanufactured but it looks brand new. I recommend everyone only buy from rock auto.

I placed an order on 11/15 from RockAuto that had an delivery date of 11/19(according to there email). The order was updated and I received an email that displayed a FedEx tracking number. Upon checking the Fedex tracking number it displayed that "the label was created." I was curious to know how the package was going to arrive to California from North Carolina in such a short amount of time. So I emailed Rockauto and asked about the parts and received this message.
"I see your order shipped on Monday(11/17), but that the tracking information has not yet been updated by the carrier (FedEx). As we remind customers in our tracking confirmation email, please do not worry if tracking results are not immediately available or if old tracking information appears. Carriers take up to two business days to update information on their web sites. Carriers may reuse tracking numbers and won't remove old records until they post new activity.
Thank you, [redacted] RockAuto Customer Service
11/17
I wasn't satisfied with answer and called FedEx. The representative explained to me that this is "not in there possession and only the label has been created. From the address it in our system,it will be shipping from the manufacturer Dayco in North Carolina" So I called RockAuto directly and spoke to a representative that reviewed the notes and assured me that this item has already shipped but from "our warehouse in Nevada." Unbeknownst to him,Fedex had already clarified it was going to ship from Dayco directly in North Carolina but hasnt been picked up,yet. He/she lied to me bluntly,and would not offer to expedite the order at RockAuto's expense to honor the delivery day of 11/19. I was only offered to cancel the order. When I asked the customer service representative to call me back when he was more concise or had valid information,I never received a call??
11/18 Fedex tracking number became active with the point of origin being North Carolina.
I paid for shipping and placed the order in anticipation of receiving the item by 11/19 or 11/20 from there warehouse. It doesn't seem like they have a warehouse and appear to be a "drop ship company with no physical inventory" without any regard for customer service to remedy there mistakes. No refund on shipping,yet but I will hopefully receive the item by 11/25. If time is an issue,order elsewhere because the arrival dates are always inaccurate.

Ive used rock auto many times over the last 3 years and its always been great. Always a good deal, shipping is fast and fair and the parts are genuine.

I have purchased parts with Rock Auto before and was pleased with the prices and service.

Review: to state it simply they say all the parts my car will ever need but I ordered parts for my vehicle and when I got the parts in, it did not include the parts I need. I contacted there customer service and they said and I quote " if you aren't seeing a part listed we simply don't carry it." my complaint is that they offered a complete set but the set was not complete, they did not even offer the part I needed. I have torn down my vehicle twice now and have not received any help or want to resolve the situation.... so I turn to you

thanks

[redacted]Desired Settlement: I will return their product and receive a refund so that I can purchase what I need from another company that will offer what I need

Business

Response:

Mr. [redacted] ordered a Timing Set that is described and pictured as including 2 sprockets and 1 chain – nothing additional. His order confirmation is attached, along with an image of the catalog listing of the part he ordered. He contacted us via email on November 13 requesting a chain tensioner for the same vehicle. We explained that we do not currently have that item in stock. I have attached a photo of the catalog listing showing this part as out of stock. We are not sure what else Mr. [redacted] expects in this situation – we try to have all the parts a customer will need, but we cannot ship parts he did not order, nor sell merchandise we do not have.If Mr. [redacted] no longer wants the Timing Set he already purchased and would like to return the uninstalled parts, he is welcome to do so. 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. All returns are set-up online on our Order Status & Returns page.

Consumer

Response:

I order a re-manufactured steering rack from Rock Auto. It came in defective. They sent me another one. It was even worse. Their customer service did literally nothing to help my situation. I asked them to send me a brand new part, and asked if they could discount my shipping on an overnight order, and they refused. So, after spending $200 on taxi rides to work, and an additional $200 on a brand new part from another dealer, I think it's fair to say that my experience with Rock Auto was abysmal. Thanks for nothing, Rock Auto.

solid experience to order an unusual part. Easy to follow the sequence of instructions to be able to order the correct parts that I need.

As new customers my husband and I were searching for a part to repair the headlights on our Mercedes that normally would cost at the dealership $1200.00, instead Rock Auto offered the same part for a grand total of $8.47. We are very pleased with this company.

They have been a great business since I found them and started buying from them. I hope it continues to be like that. Thanks for all Rockauto.com.

Review: I purchased a part from RockAuto.com with my credit card that was faulty. I returned the product and was given a store credit of the same amount. I used this store credit re purchase the same part although there was a slight difference in price. I believe it was under $1.00. I received the part and returned my old core for a refund of $36.00. Instead of issuing $36.00 back to my credit card, they issued me a store credit of $36.00 because they said that because I paid with store credit, I have to be refunded store credit. If I had never had to return the part and receive a store credit, they would have just issued me $36.00 to my credit card. They state that their refund policy defines this as, "Refunds will be issued in the same form as the original payment". According to the Oxford Dictionary "Original" is defined as, "present or existing from the beginning; first or earliest". There were two forms of payments, the "original" payment, which was my credit card, and then the second payment which was store credit. According to their own refund policy, I should have received the $36.00 back onto my card. Them issuing me a store credit when I do not owe them more than a few cents from the difference in part price, is like stealing. They are keeping my money and telling me I can only use it at their store when I gave them my core part in good faith.Desired Settlement: I would like the $36.00 to be refunded to my credit card.

Business

Response:

The customer

ordered a part in June using a credit card. Just over a month later,

he reported it had failed. It was covered by the manufacturer's

warranty, which offers only part-for-part replacement as our Policies

page explains. The customer reported he had no use for a replacement

(he claims to have sourced a new one locally), so as a courtesy we

offered a one-time exception to return the part, including the core

charge, for store credit. He accepted this offer, returned the pump,

and we issued store credit.

In

August, the customer placed another order using the store credit. He

returned his core on the new order. Since he had used store credit

for this order, we refunded him in store credit in accordance with

our policy

that refunds are issued in the same form as the original

payment on a given order (not a previous order). No

credit card refund will be issued.