RockAuto

Order processed and shipped very fast!

very deceptive business practice to offer overnight shipping for a large fee but not disclose that there is a 24 hour warehouse time before the order is processed. not acceptable when customer service hangs up on you after they cannot give an acceptable answer to your questions.

Great prices!! I got premium parts for less than the economy parts at the local chain store!! Will definitely use them again!!

It is a good way to shopp.

Great parts great prices fast shipping what else could you ask for

Review: I purchased a Cooling Fan Assembly VW3120100 for a 2009 VW Rabbit for $102.79. I found the price to be 34% better than the closest price you can find online ([redacted]). The advertised price included the image and listed {#1K0959455DHPFM, 1K0959455ET, 1K0959455ETPFM} part numbers included as part of the aforementioned assembly. I thought it was a good price and took a screenshot of the web page. What I received however, was a single 1K0959455ET (smaller of the two fans). I contacted the company to alert them of the issue and asked for replacement to be shipped out as soon as possible, as my vehicle was broken and I was renting a car. They said it was a "catalogue-ing" mistake and that the issue has now been corrected. However, instead of an exchange that could be shipped out to me asap, I was offered a refund within 30 days of shipping the item back and an opportunity to re-order the SAME part number at a higher $221.79. I contacted the company on two occasions asking them to make things right and stressing the fact that I'm renting a vehicle to go to and from work. They have refused even though I mentioned that they were registered with the Revdex.com. I think that for a company that advertises their specialty in high end auto parts this type of practice is unreasonable and is hurting not only the customer, by tying up the funds for 30 days (not including the shipping times), but their business. Had I known that my request would be met with such opposition and unwillingness to work through THEIR mistake, I would have bought from NewEgg.com. Even though it would cost me more, I would have had the part installed by now and not have to pay for my rental. I have placed an image of the screenshot I took prior to placing my order. It can be found here for your reference: [redacted]Desired Settlement: I would like to give RockAuto.com one last opportunity to make good on their promise to deliver high quality parts and customer service even if it costs them a little in mark up. After all, it was their mistake that I'm paying for now.

Business

Response:

When

this customer ordered, we mistakenly listed part #1K0959455ET as an

alternative part number for the complete radiator fan assembly part

#VW3120100. We now understand part #1K0959455ET was only a component

of the assembly. When the customer reported that only the smaller of

the two fans was received, we discovered the error. We updated our

catalog and sent the customer a prepaid return label to send the part

back for a full refund on the order. The full assembly #VW3120100 is

available, but is over $100 more (which is significantly more than “a

little in markup”) than what the customer paid on his order for

what we now understand was only one component of the assembly. We

apologize for our error, but we are unable to provide the customer

over $100 in additional compensation.

As

our FAQ

page states, “Refunds typically take up to five

business days to be issued” from the time the return tracking

number shows delivery to our warehouse. (The customer may have

confused this time line with our 30 day return window.) The return

tracking number from the label we provided the customer does not yet

show the part was given to FedEx, but we will provide the customer

with a full refund upon return of the incorrect part.

Excellent website and completing by order was very easy quick. their prices are competitive and reasonable.

This is my first transaction with Rockauto and it went smoothly
We will see when the radiator arrives.
The prices are good and the ordering is easy
Does this mean I'll probably have to order more parts??

I'm a mechanic and figured I'd try rockauto.com for the first time last week. I needed a wheel hub and bearing and before going online to order I called to verify the parts were the right fit. The employee I spoke with assured me multiple times I was looking at the right one aND also was told the bearing would come pressed onto the hub. I ordered and when I got it today it was the wrong part. Not only that but the bearing was NOT pressed to the hub. That's probably because the hub they sent didn't go with the bearing they sent with it. I called today to file for a return and was treated so bad that it has seriously impacted my day. They hung up on me, wouldn't get me a manager, then after the 4th call they said it was MY fault and I had to pay for the return. They have been so rude throughout and now I'm stranded. I do NOT recommend using them EVER. partsgeek.com is a million times better and would not have done this to me. I made the mistake of trying to save money through someone else and in the end it's costing me triple.

I am so pleased with my experience with Rock Auto. For two years I have purchased many times from Rock Auto due to easy part look up, great pricing including shipping, nice selection of part brands. Never have I had to make a return because of problems with any products. Shipping is fast.
I love my Rock Auto Parts

I ordered 5 items from RockAuto. Order was confirmed and paid by PayPal. I was then told by RockAuto email that one part was no longer available. I picked out an alternate part ( twice the cost ) to complete the order. Since some of the ordered parts were from different locations I was already paying 2 shipping charges. But RockAuto now wanted a third shipping charge for the alternate part I had to buy because of their stocking error. I asked them to cancel the whole order but they said that the available items had already been shipped.

Well pleased with there service

I got the parts that I wanted, in adequate shipping time, and a good price.
Not much more to it than that! Thanks for RockAuto....

I think Rock Auto do a great job and have great service. The only criticism I would make,is that they should have a service where international customers could have multiple items bulk packed to reduce freight costs. The freight costs are usually more than the items are to purchase. I think they could do more international business if this could be arranged?

P.S this site is more user friendly than the other survey site for international customers. Thanks for that.

Always been straightforward to do business with. Nothing hidden. A preferred vendor.

Review: One 19 March 2014 ordered two parts for my 2009 Dodge Caravan. Today the 26th of March after checking the carrier(USPS) site found a note that said that shipment was on hold due to need for customs payment. After a long conversation with customer service I was told that rock auto did not calculate customs charges upon checkout and that I would need to contact the USPS to pay the customs charges myself. This was after I have already waited a week for my 3-6 day international shipping which added approx. 60 dollars to my 90 dollar order. I still have no idea how to pay the international shipping charges because neither rock auto nor the USPS can give me a point of contact to make the customs payment to. Not to mention I am still without a part I was desperate enough to pay 60 dollars to ship a week ago.Desired Settlement: Refund of shipping and customs charges.

Business

Response:

When this customer placed his order on

March 19th, we presented a breakdown of his order costs on

the final checkout page. These charges included the merchandise cost

of $92.58 USD and the shipping cost of $62.58 USD. No additional tax

line showing a collection for taxes/customs was shown.

Per our Policies page

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

“If a tax line...appears on your order, we will pre-pay tax (and

any import duties which may apply) for that shipment...Prepayment of

tax is limited to certain countries, warehouses and ship methods. If

a tax amount does not appear for a portion of your order, we are

unable to prepay tax for that shipment...If taxes or other import

fees are due for a shipment, the carrier may ask you to pay them when

your order is delivered. To avoid surprises, please contact your

local customs office before placing an order to ask what charges may

apply.”

Since no tax line was shown on the

customer's checkout page, the customer would need to contact their

local customs office to determine what additional charges he would be

expected to pay upon delivery. As the 3-6 day international delivery

estimate predicted, the USPS tracking #EC559872505US shows the

shipment was ready for delivery and pending payment on March 26th,

within 6 business days of the order being placed. As our policies

page suggests, the customer would need to contact his local customs

office to pay the additional charges. Alternatively, he could contact

USPS for more information – the USPS public website offers a

Domestic & International USPS Tracking™ Contact Info phone

number of 1-800-222-1811.

Tracking information now shows delivery

on March 28, 2014 at 9:03 am, which indicates that the customer was

able to pay the necessary charges and receive his shipment. We stated

on our policies page that taxes/customs would not be included in the

customer's order total, and we suggested how to find out more

information about paying these charges. The customer received his

shipment in a timely manner. Thus, RockAuto will not be refunding any

shipping or customs charges.

Consumer

Response:

Dependable, dependable, dependable. I've always had good luck ordering from RockAuto whether it's lowest price, instock parts or receiving the order on a timely basis. I'll continue to think of RockAuto first when I need parts.

Very satisfied with my dealings with Rock Auto. Always have what I need.

Always a pleasure to do business with. High quality with lowest prices.

RockAuto has parts for my classic car when others don't. The price and shipping are reasonable and they have quality brand parts.