RockAuto

First order was handled better than excellent !!!!!

I have purchased from RockAuto a few times over the past several months. RockAuto has become my "go to" place for auto parts. Their web site is the best and all aspects of ordering, payment and shipping is superior. Any problem I have had was quickly handled. Even the return process is well organized and uncomplicated.

I ordered tie rod ends for my vehicle. One was missing a locknut. I was given instructions to return the part and I would be sent a replacement. I received the replacement and it was still missing the locknut. Are you serious? 10 days after my order which I paid for next day shipping and still the same missing part? Now I'm told they have to give me a refund because they had some bad stock. Terrible experience!

Great products at low prices...

Always reliable and dependable. Reasonably competitive rates and a wide selection of choices and alternatives.

I've used RockAuto at least a dozen times. Never any issue with the product, always ships quickly. There was one time where an item was out of stock. They QUICKLY contacted me, suggested a substitute item and discounted it for the trouble. Great service.

Absolutely love rock auto! Always top notch service, pricing, etc.

wonderful service and a very easy to use website

Sent me the wrong wiper blade so I called them and they shipped me the right one over night free of charge.

Good price on a hard to find item. Website could stand to be a little more user-friendly, but it gets the job done in the end. Thanks!

Honest and respectful with his client. I highly recommend. Compagnie honnête et respectueuse de son client. Je recommande fortement.
Shawinigan, Québec, Canada

Review: I ordered parts that according to their catalog fit my truck but they didn't I shipped them back according to their policys and I was told by a service rep I would not be charged for shipping because they were ordered for the right truck but did not fit according to their catalog but then they charged me almost 40.00 for shipping out of my refund and when I called them on it they went to giving me a bunch of run around and double side stepping the issueDesired Settlement: my shipping they deducted be cause their catalog was wrong

Business

Response:

We're sorry if there was a

misunderstanding regarding the shipping costs on this order. When the

customer ordered a Rotor and Brake Pad kit (POWER STOP Part # K1864)

for his 2000 FORD F-150 4.6L V8, our catalog specified the kit was

for vehicles with rear wheel drive and which were manufactured on or

before 11/30/1999. The customer reported the lugs on his truck are

14mm and the lugs on what he received were 12mm, so the kit he

received would not work for him. We asked him to verbally confirm his

vehicle information, which he reported matched the details in our

listing. The kit the customer ordered should, according to the

manufacturer, work for a vehicle with the specifications the customer

reported. However, considering the customer's unique fitment problem,

we offered two solutions: we could either research the problem

further and set up a return when more information was obtained, or

set up a return for a refund of the part cost and half the shipping

costs . The customer agreed to split the shipping costs of the order,

and we refunded the customer the outbound shipping cost and the cost

of the returned kit.

Since it is now clear the customer

prefers a full shipping cost refund, we researched this matter

further. According to our manufacturer, vehicles manufactured before

11/1999 with 2WD should have 12mm lugs. This indicates either the

customer has a vehicle that is an exception to the rule, or that he

was mistaken about the details of this vehicle. On multiple

occasions, we requested the customer's VIN and/or a photo of the

sticker confirming the manufacture date of his vehicle so we can

determine where the problems lies. The customer said he was unable to

provide a photo of the sticker showing his manufacture date, and said

he would try to provide us with his VIN but was not sure he could. We

have yet to receive this VIN information. Without this information to

further research the problem, we must conclude that the customer was

mistaken about details of his vehicle and by refunding out bound

shipping we have provided more than what our return policy typically

offers for an incorrectly ordered part.

Consumer

Response:

Purchased a $68 Bosal exhaust pipe that had a clearly defective weld on the flange that meets the muffler. Would not fit vehicle without extensive modification costing me about $120. Rockauto would take the part back but not refund the $32 shipping. Getting it back to them would require driving 70 miles roundtrip to the only Fedex location in area. While my car is inoperable. Worst car part purchase I've made.

First time doing business and heard good thing about Rock Auto. The website is user friendly and to my surprise setting up an account and ordering parts was smooth and really easy.
We'll see how shipping will go.

shipping was really fast prices are always great I don't buy my major auto parts anywhere else

Rock Auto is my ONLY source for auto parts. The parts are easy to find, they are very well priced, and they ship very fast. I recommend these guys whenever the subject of auto parts comes up. The Very Best!!!!!!!!!!!

Review: I ordered a Hayden radiator fan clutch, RockAuto part number 2692. The picture associated with the part was a German manufactured Sachs clutch that had Hayden printed on the part. RockAuto sent me an unidentifiable part that was manufactured in China. I returned the part and ordered a Sachs clutch, part #two one zero zero zero zero six two three two. Again the photo associated with the part showed German manufacture. RockAuto sent me a clutch manufactured in China by Hamburg-Technic. I pointed the discrepancies out to RockAuto via a series of emails, and informed RockAuto that I had contacted the German Manufacturer [ZR Friedrichshafen] and that ZF confirmed that Sachs radiator fan clutches are indeed manufactured in Germany. After sending the ZF response, photos of the delivered part, and a link to the photo on their web site, they responded that "...the part you received matches what we show on the catalog in terms of fitment and function." They would not acknowledge that I ordered a specific part that they clearly advertised but did not deliver. Their last response follows."RockAuto Customer ServiceJul 16 (1 day ago)to meHello,I have reviewed this situation as well as the pictures that you sent in. The pictures show that the part you received matches what we show on the catalog in terms of fitment and function. When you ordered the part it noted that it was a Private Label Package. This means that the part will arrive in a box that may not be the manufacturer's box. You can view a better description of Private label package here: http://www.rockauto.com/lang/en/answersTab2.html#privatelabel Also manufacturers do reserve the right to re-brand parts as you have been explained on the previous order. Re-branded parts are considered deserving of their name to be associated with it and we have no control over whether Sach's chooses to source their part from a different company and sell it as their own..."Desired Settlement: I would like RockAuto to credit my PayPal account with whatever outstanding credit remains after the return of the first part and delivery of the second.

Business

Response:

As our Help

page explains, sometimes manufacturers buy parts from other

manufacturers and re-sell them as their own. In doing so, they

declare the quality of the part worthy of their name and stand behind

the product with their warranty. We have no control over manufacturer

supply chains. When we buy a part from Brand X, we pay X's price for

it, and the customer's price is based on our cost. If a customer

disagrees with a manufacturer's purchasing decision, they may return

the part. Shipping is not refundable, and if the part is re-ordered

the same brand and part number, it's likely an identical part would

be received.

Manufacturers often make parts to be

sold by others (Kenmore appliances, store-brand cereals, etc.).

"Private

Label Pkg" means the part may be in a different box, and the

features, fitment, and function should be the same. The warranty (and

the quality) may be different than for parts the manufacturer sells

under its own brand.

In May, this customer purchased a

Hayden radiator fan clutch. We shipped what was ordered and in July,

outside our return window, he reported being unhappy that it was made

in China rather than in Germany. The stamp on the representative

image in our catalog states where that particular part was

manufactured and its manufacture date, but does not guarantee the

country of manufacture of all parts Hayden sells as their own any

more than it guarantees that all Hayden parts were manufactured on

the represented date stamp. We allowed an exception to our return

policy by accepting the part for a return, but explained that since

we shipped what was ordered no shipping was refundable.

In July the customer ordered a Private

Label Package Sachs radiator fan clutch and was sent what was

ordered. His complaint was similar, and we again explained that the

manufacturer (Sachs) decided to source this part from another

manufacturer (Hamburg-Technic), but in purchasing and selling it as

their own it is considered a Sachs part. The customer is welcome to

return this for a refund of the part price. No shipping will be

refunded.

Consumer

Response:

Good products at great prices, I've dealt with them many times and have always been completely satisfied !

Over the past year I have been very impressed with the level of service and variety of parts for so many vehicles, newer and my old fleet. And being in Canada I feel comfortable ordering from Rockauto with complete confidence. Thanks

Very satisfied.Fast shipping.Price always less than what others ask.Affordable shipping costs even if they ship from separate locations that somewhat adds to shipping costs. Will buy from in the future because of the prices and good service they provide.Yvon