RockAuto

Good prices; fast shipping.

I ordered a part and paid for 2 day shipping it is now day 7 and no part, I contacted the CSR and even a CSRS and was told that there is nothing they can do to help me and they can ship my part out again but that I could not speak to a manager in regards to the service representatives. . . I was also given an attitude because I waited 6 days to contact them when the Web site clearly states to please allow up to 5 business days before contacting rock auto. . . This is not the first time this has happened !!!

Review: I order automobile parts on their online screen. I followed the screens as follows: Here is the procedure that I followed to order the two (2) wiper blades:

I went to the URL http://www.rockauto.com/

I then looked for my vehicle KIA

I then choose the year of my KIA 2006

I then choose the model of my KIA Sportage

I then choose the model of my KIA Sportage 2.)L L4

I then choose the category of the item I was looking for Wiper & Washer

I then choose the category Wiper Blade

I then looked for the Wiper Blade that was listed as Rear

I then choose the Add Part

It then took me to the check out screen where I changed the quantity

When I received the items, they did not fit my vehicle. This company is now trying to tell me that I did not follow the above steps and that I entered a wrong item number. I am the only person that can testify as to how I followed the online screens. They would like me to believe that I magically came up with a part number and did a search for that part number. I am not a novice computer user and I know how the procedure I followed on this order. I further need to stress that prior to retirement I worked for a Mid-West utility and I was the project manager for different computer systems. I also designed several programs somewhat similar to to the catalog used by this company.

I am requesting this company to pay the postage on the two items that were ordered according to their online system due to the fact the items sent did not fit my vehicle.Desired Settlement: Pay the postage to return items that will not fit my vehicle because of their online system error.

Business

Response:

We are sorry this customer received

wiper blades he cannot use. While we have no doubt he knows how to

use our site fluently, given his description of how to find parts on

our site – which is exactly correct – it appears the wiper blades

he ordered were purchased by part number only. Attached is his order

confirmation, which was emailed to him directly after placing the

order and which indicates the blades were not purchased under an

exact vehicle.

The part number he ordered was AR12B,

which is listed to fit Acuras, BMWs, Hondas, Infinitis, Mitsubishis,

Nissans, Subarus and Suzukis, but no KIAs.

We have seen this user error in the

past and it does not indicate our customers are computer-illiterate.

In fact, many customers make similar errors due to Google searching

something like “2006 Kia Sportage Wiper Blade” and then clicking

on the highest RockAuto link available. This will bring users to our

site, but the make, year, model and engine size may be different than

what was intended. For example, the customer may have clicked on a

link that is actually for a 2012 Kia Sportage or some other year.

However the error happened, we

typically do not refund shipping for parts that are being returned

and are simply not needed or wanted. Given the customer's description

of how he found the parts, however, we are willing to give him the

benefit of the doubt. If it will resolve his complaint, we will

refund him the original, proportionate amount of shipping he paid for

the parts. We have set up this refund for him now, and once he

returns the incorrect wiper blades, he will be refunded the entire

cost of his order, $15.86, back to his American Express card.

The link to his order confirmation is below:

Simple, easy to use and cheap parts at the same great quality

Web site very user friendly. Core refunds easy to ship back. Very good pricing. Return policy very well explained. I've basically stopped using my local auto parts store. If you can wait a few days for parts to get directly to your house do it !

Review: I ordered parts for my car using expedited shipping. I needed these items fast.

I received a part that was not for my car and not at all what I ordered.

When contacted I requested that they send the correct parts immediately and they gave me a shipping slip to return the wrong parts.

I packaged up the box, applied the label and then went looking for the pickup number to have FedEx come and pick it up. There was no number and the fine print said it had to be delivered to a depot. The nearest depot is 50km away and that is not an option for me.

I called them back and asked them to provide a pickup. They refused and told me that my correct parts would not be shipped until I returned the wrongly delivered parts.

I then canceled my order and purchased my parts from a different seller.

This delay cost me significant money as I had to get alternative transportation.

The box is still awaiting pickup on my front porch and I'm am still awaiting my refund for parts I never received.Desired Settlement: My desired outcome is a full refund with no strings attached as well as an apology from management. I also expect a courier pickup of this unwanted part.

Business

Response:

We apologize sincerely that this

customer received another customer's package. When he contacted us to

let us know of the problem, we generated him a prepaid FedEx label,

so he was not responsible for return shipping costs, to adhere to the

shipping box and drop off at the nearest FedEx location. At that

point, the customer desired a re-ship, so we would have re-shipped

the correct parts to him as soon as we saw that the incorrect parts

he received were back in transit to us.

The customer indicated this was

inconvenient for him and requested a call tag. We do not currently

have the ability to set up call tags outside of the United States,

and this customer is in Canada.

The customer then filed a PayPal

dispute, reversing his transaction. We are unable to issue any

refunds or re-ship any parts when a PayPal dispute is open. We

responded to him via the PayPal dispute, requesting that he return

the parts, so we could issue him a refund for his order. It appears

he chose to return the parts without using our free FedEx label, as

we received the parts back at our Canadian warehouse on January 3,

2014.

At this point, we have refunded him all

the money he paid to us, $99.12, but we are willing to him reimburse

him up to $15.86 USD for the costs he incurred to ship the parts back

to us. If he wishes to take advantage of this reimbursement, we

encourage him to contact us directly at erica at rockauto dot com.

Consumer

Response:

I've always experienced quick shipping time and excellent quality products. My dealings with RockAuto have always been very good!

Great prices, I refer everyone I know who needs anything vehicle related to this website.

Very good service. Quick shipping. Parts always are always correct. Customer service is top notch

ordered a catalayic converter from them that went bad within six months. theyt would replace it but will not cover the labor. also I have to buy their part again and have it shipped and then they will refund the ,omey if they find the product faulty.

This is my first order with Rock Auto and I had no trouble with order, I went to my three local auto parts stores here and none of them could beat Rock Autos prices, Thank You Rock Auto

bought lots of items from rockauto and all were above standard,great parts,bought for my 1986 ford bronco II,my 1997 chevrolet s10 and my 2007 toyota tundra.first place I look for any parts I need,great for hard to get parts for older vehicles

great service fair prices

A solid business that ships the right parts in the time they say they will and I am sure that if I have a problem it will be solved appropriately.

Review: Online purchase jeep radiator when installed by my service center I was told had leak had to purchase another radiator.the radiator I bought from RockAuto was shipped in an un marked box with Rock Auto packing tape,returned radiator was told no refund would be issued because I did not use the box it came in.Desired Settlement: I offered to pay a restocking charge . RockAuto said no! And told mei am out the274 dollars I paid for the radiator.

Business

Response:

As

our Help

page explains, to receive credit, a returned part must be

complete and in its original, unmarked manufacturer's packaging. We

also remind customers of this in the return instructions we provide.

All radiators we send from this location are shipped in

the packaging from Mopar and have a unique code on them to identify

the part, but the customer returned the part in a different box so

the part could not be confirmed. In fact, the customer told our

representatives that he returned the part in a different box than it

came in and that he threw away the original part box. Since the

customer did not follow the proper return procedure, no refund could

be issued. We did provide the option of re-ordering the same part so

he had an original manufacturer's box to return for credit on the

first order and have a working radiator, but he customer did not

accept this solution. The radiator has been returned to the customer.

Consumer

Response:

RockAuto did not tell you the whole story. I dealt with mopar parts in the past. yes they request you to return parts in original box with no markings of any kind or charge you a restocking fee. The radiator arrived in a repacked box with RockAuto packing tape all over it,the radiator that was shipped was pretty beat up when my service center inastaled the radiator it leaked, I had my service center put in a new radiator. Mopar radiators have a sticker part number on the radiator the one RockAuto sent me In a repacked box with RockAuto packing tape had no part number on it, I do not think it's even a Mopar radiator, I returned the defective radiator to RockAuto in the box the new radiator came in because it was in much better shape than the one it came in .if the radiator came in a mopar box I could not tell because of all the RockAuto packing tape on it. Mopar would have refused the box anyway.the fact of the matter I bought the radiator from RockAuto not Mopar! I told RockAuto I would pay a restocking fee to work with them but thay said no! Thay said to me I am out the 274 dollars I paid for a defective radiator witch thay said was shipped back to me that I do not want or had yet to receive ,this is not fare!

Extremely affordable and I get the right parts on time every time.

Excellent company to buy from

Excelent

Excellent quality parts in a timely fashion. No problems or issues.

First time was a no brainer, Quick and painless. The second order was troublesome. I was not informed the parts would come incrementally over time. I paid for special shipping but half the order came several days later without the benefit of special shipping. I'm trying it again. I'm hoping all my order will arrive within next week (at least by May 9th). selected "ground" shipping which should get all the parts to me before the next week is over..