RockAuto

Review: I PLACED ; ORDER#- [redacted]-- THAT WAS TO INCLUDE; A FRONT 'SHOCK/STRUT- IN A.C. DELCO-----THE NUMBER WAS 503-79 ---AS I CALLED TO TELL- DAN ;- A RUDE EMPLOYEE--- THAT FRONT STRUTS HAVE BOLT EARS- YET; HE RUDELY SAID; " I WASN'T ASKING FOR THAT" SO, I LOOKED AT THE BOX- IT WAS 503-79- BUT, THE STRUT WAS FOR THE REAR- THEY DON'T CARE ABOUT THIS;-EVEN THOUGH-IT WAS SHIPPED FROM [redacted]--- NEAR ME- THEY WASTED MY TIME- [redacted] ME OFF - I.E DIDN'T LOOK AT THE ORDER AS A REQUEST FOR FRONT STRUT- EVEN; THOUGH I ORDERED A STRUT MOUNT AND COIL LOWER FOR A FRONT STRUT - THEY ARE CRETONS! ; BY SENDING A STRUT I DON'T NEED- FURTHER- THEY ARE LIARS THAT DON'T ADMIT ERRORS----- EVEN WHEN THEY SHIP THE WRONG STUFF - SENIORS; THIS;IS A COMPANY THAT'S FULL OF ITSELF - DOESN'T CARE ABOUT FIXING - SELLING THE PARTS;---- SO MUCH AS TAKING YOUR MONEY AND LYING ABOUT THEIR INEPT !Desired Settlement: PAY A TOTAL OF TWO REFUNDS; ONE FOR THE SPARK PLUGS NGK3789-PLUS SHIPPING--AND PAY REFUND FOR THE SHOCK- 503-79 IN `A.C. DELCO- PLUS SHIPPING ! IM SENDING THEIR INFORMATION TO THE CONSUMER FINANCE PROTECTION BUREAU AND FTC- THEIR SKIRT THEIR OWN RULES BY LIES!

Business

Response:

We are very sorry this customer received the rear strut when he in fact needed a front. It appears the part was mis-boxed at the manufacturer. Given the high cost of shipping it would require for him to return it, we simply refunded him for the cost of the strut and the proportionate amount of shipping he paid for it.

The spark plugs he is referring to are from order [redacted], which was placed in August 2012. The customer has now been given several opportunities to return the spark plugs for a refund; they did not fit his vehicle for an unknown reason. It was possible his vehicle was modified at some point. RockAuto has a 30-day return policy, during which customers can return parts for any reason. Simply put, we are unable to offer him a refund on the spark plugs at this point – it has been more than 1.5 years since he placed that order.

If this customer has had trouble using our website before and while placing his orders, we would have encouraged him to contact our Customer Service via email or phone, which is available 7 days per week. Since this is now the third Revdex.com complaint this customer has filed against RockAuto regarding parts he has ordered or received incorrectly, we encourage him to consider whether he wishes to continue placing online orders for parts and products he cannot see in person.

Finally, given the interactions and personal threats this customer has made to employees of RockAuto, we have informed him we will not be processing future orders from him.

Business

Response:

We are very sorry this customer received the rear strut when he in fact needed a front. It appears the part was mis-boxed at the manufacturer. Given the high cost of shipping it would require for him to return it, we simply refunded him for the cost of the strut and the proportionate amount of shipping he paid for it.

The spark plugs he is referring to are from order [redacted], which was placed in August 2012. The customer has now been given several opportunities to return the spark plugs for a refund; they did not fit his vehicle for an unknown reason. It was possible his vehicle was modified at some point. RockAuto has a 30-day return policy, during which customers can return parts for any reason. Simply put, we are unable to offer him a refund on the spark plugs at this point – it has been more than 1.5 years since he placed that order.

If this customer has had trouble using our website before and while placing his orders, we would have encouraged him to contact our Customer Service via email or phone, which is available 7 days per week. Since this is now the third Revdex.com complaint this customer has filed against RockAuto regarding parts he has ordered or received incorrectly, we encourage him to consider whether he wishes to continue placing online orders for parts and products he cannot see in person.

Finally, given the interactions and personal threats this customer has made to employees of RockAuto, we have informed him we will not be processing future orders from him.

Consumer

Response:

Very unfriendly/rude customer service.

Review: refund of cost of product returned. do not wont store credit.

rock auto's return software wizard decided that I did not wont part. (could only select certain answers, mostly wrong part and part not needed). (wizard reason for return was part not wanted). customer service sent picture through net for proper part to order. returned wrong part for credit but did not get credit for shipping. customer service says its company policy. again I do not wont store credit, I wont credit for part for $55.79 and shipping $25.39 (FEDEX TRANSACTION [redacted])

Business

Response:

Our

part listings specify that that there are two front mufflers

available for his vehicle, and that one of them is an optional

muffler. This customer purchased both mufflers for vehicle, but only

needed one. As our Help page explains

(http://www.rockauto.com/lang/en/answersTab4.html#Returns),

every part we sell may be returned within 30 days for a refund of the

part price. Shipping charges are not refundable unless the return is

due to our mistake. The customer set up a return for the extra

muffler. Our online return prompts asked if he preferred his refund

to his original form of payment or in the form of store credit. He

chose store credit on 3/28/15, so that's how his refund was issued on

4/3/15 when the return was received. Since we shipped the part the

customer ordered, no shipping was refunded.

A

month after his refund was issued (5/6/15) he asked to change the

refund from the store credit he chose to his original payment method,

and we explained we were unable to make this change once the refund

had been issued (especially after this much time has passed). He

requested the same thing two months later in July, and we again

explained the refund type he chose in March can not be reversed 4

months after he voluntarily chose to receive his refund in the form

of store credit. We have refunded the customer for his unwanted item

in the form of credit he selected; no further or change of refund

will be issued.

I always order my parts from Rockauto. It's a great website thats easy to use.

Awesome experience. Will always check with RA first.

RIGHT PART, RIGHT PRICE, RIGHT NOW, EASY TO USE WEB SITE. MUCH BETTER THAN THE NOVICE CLERK AT MOST AUTO PARTSBUD SUTTER

Have always had a good experience with buying parts from this company. They stand behind what they sell and advertise. Would not hesitate to recommend to others.

Very happy with Rockauto. Called in for a part on Sunday and I have it in my hand on Wed. Thanks...[redacted]

Excellent service; lowest prices I can find; quick shipping.
No complaints whatsoever!

Review: My husband and I ordered parts from Rock Auto's online catalog. He wanted a front right and front left caliper. He needed it for a specific size wheel. The catalog made no mention of the wheel size so we just assumed the part must be universal. So, we got them in the mail and he put them on the car and drove it. He noticed that the front left was grinding so he took the part off and discovered it was not the right part since it should not have ground like that. He called Rock Auto and they did nothing. He called back again and nothing so he asked to speak to a supervisor and they refused. Then, I got on the phone and explained again that he got the wrong part and it was grinding the brakes while on the car. I explained that there was no way the average person had of knowing whether it was the correct part or not since the catalog description for that part did not say what size wheel it was for. Other manufacturer's descriptions on the website stated what size tire it was for but the calipers we wanted did not specify, which would lead the average person to think that the part would work on any wheel size for our particular make and model of car. The person on the phone was adamant that we were wrong and had ordered the wrong part. When I asked to speak with the man's supervisor, he refused. When I pushed the issue, he put me on hold and when he came back on, he said he'd already spoken to his supervisor and that no one there agreed with us. I continued to press the issue about speaking to his supervisor several times and he said his supervisor was sitting right next to him and they all agreed that we were wrong. I said again that if his supervisor was right there, I wanted to talk to that person and he refused again, which led me to believe that he never even talked to his supervisor but was afraid he'd get in trouble if he let me talk to that person. Why couldn't he just hand the phone to his supervisor? I believe he lied and his supervisor was not there. Then he hung up on me.Desired Settlement: We want a replacement part for the 13" caliper that was sent & instead we need a 14" caliper for the front left brake/wheel of our vehicle and we want an even exchange with no charge and no shipping charge. If it does prove that the part has ruined the brakes on the car (which will have be be inspected - and we will be honest about this - if there is no damage, we will report that there is none or not mention it since there may be not damage) we want to get replacement parts free.

Business

Response:

The

part listing for the caliper the customer ordered specified for

vehicles with CAST # 22-13 on their original caliper.

The customer did not match up the cast number in the part description

to what they have on their vehicle. As our

Help

page explains, we accept returns of uninstalled

parts within 30 days, but since the customer ordered incorrectly and

installed the part on a vehicle it was not advertised for it is not

returnable. Any damage caused by installing the misordered part is

not refundable. The customer was told this information by multiple

representatives here, including a supervisor. Further explanations by

additional representatives would not have been productive or changed

the outcome. As previously explained, no return of the misordered,

installed part will be accepted.

Consumer

Response:

Great company to do business with

easiest & most economical way to purchase replacement parts

Always excellent customer service and the price is right

User friendly and well stocked with parts. Will always check here first before chopping elsewhere

This is one of several orders I have placed with Rock Auto. I have never been disappointed with any of these transactions. Everything I ordered was shipped promptly and arrived in perfect condition.
For a do-it-yourselfer like me, I couldn't be more pleased.

This place is the best place I have been to for auto parts. They are fast and efficient. Customer service is also very helpful.

Top quality products or cheap quality products. The choice is yours but the prices are way cheaper than the franchise auto parts stores on whichever you choose. Fast shipping too.

RockAuto has always been my go to company for anything automotive. I've been ordering and recommending their website since 2012, and I will continue to do so every chance I get!

I recently placed a order with Rock Auto, The parts I ordered were delivered on time , They were better quality than I thought I was getting. There were no extra charges after I placed the order. I am extremely happy with Rock Auto and will be ordering from them again.

I would like to give credit to rockauto for having the biggest and best selection of auto parts on the market. Not only does it have every part you would need for your car, but as an added addition you get the part at the cheapest price possible!
Only one thing to make the shopping experience better and more effecient and thats better system maps of the car. For example, I was shopping for exhaust parts for a 1998 nissan sentra because the exhaust was hanging low by the rear tire on the passenger side and I didnt know if I needed a hanger, a bracket or some screws. I would imagine a hanger so it wouldn't rattle about but I didnt see the metal part for where u put the rubber hanger on. Rock auto also sells 3 kinds of hangers but didn't have that in an imagine for where they belong. I assume I have to go back out and look more closely by jacking it up but I would of had my money spent by now if I could see a diagram of where the hangers and brackets go. I also bought a front exhaust pipe that looked most comparable to my exhaust however, there was 3 others to choose from the looked as if they were shaped much differently than the one I needed making the purchase confusing.
Still though, for parts this cheap I don't know if this should really be considered, but I do believe it would open more doors for money for their website.