RockAuto

Bought some part for my old Ford that are hard to find locally. Prices was half or less of what local parts stores wanted. The parts were shipped quickly. I like that you can see what is in stock and don't have to worry if they may be on back order. Also like the fact that they give you several choices to choose from and they carry most any part you can think of.

I just found out about rockauto froma friend that swears by it and I had my saturn have a awful noise from engine and took valve cover off to see top chain guide laying on chain broken so I needed fast results nearby auto parts had to order one same day store to store , installed it and still had some noise . internet ,friends , family for info wasnt getting anywhere. Having low income with child leaves me having to open up timing cover to find chain stretched, guides broken with tensioner used to max. Rock Auto was the place for me . I had to borrow funds as well as wait for parts to arrive as car sits in driveway in pieces while I ride bicycle to work until then. I think parts will be ordered right and I drive to work this next week . I am learning as I go cuz I dont know cars just getting my hands dirty thats the american way RockAuto Solid !!!! update to follow

Always have excellent selection and delivery I'd usually before promised. Never have any issues with parts.

Great service and great prices.

A great and reliable company to do business with!

Review: I purchased a set of brake pads by Powerstop Evolution Zero Noise Tolerance #[redacted] front and back for a 2011 Chevrolet Tahoe from Rock Auto, LLC on line. The website and box claimed that this brake pads are noise free, and that was the main reason for making the purchase. After installation they appeared noisy. I called Rock Auto, LLC and the technician told me that this certain brake pads took a certain amount of miles before the brake pad would brake in and stop being noisy. After 4000 miles( plenty of miles for a brake in) they continue to make a very loud noisy whistle to the point that I have to close my window. I called back to Rock Auto, LLC and this time they told me very straight forward that I should of have sent the brake pads back immediately ( which is impossible to do when the brakes are already installed in the vehicle) They claimed that there was nothing that Rock Auto could do to address my defective brake pad noise. They were sold as Zero Noise Tolerence. Now I have to have this brake pads removed and make another brake pad purchase on top of the one hundred dollars I spent with Rock Auto. I bought this certain brake pads because they are advertised on the web site and the box ( Zero Noise Tolerence) but they are not, they are very noisy . I want Rock Auto to back up their merchandise and refund my money back. Defective merchandise!Desired Settlement: I will send back the defective brake pads and for Rock Auto, LLC to fully refund my account, including the purchase of the brake pads, tax and ship and handling for a full refund - The brake pads have very low miles, they are just too noisy they are defective.

Business

Response:

This customer placed an order for two

sets of brake pads on August 17th, 2013. In our catalog

listing and under the Warranties page on our website, we list that

these products are covered by a 2 week/500 mile warranty through the

manufacturer. We also list on our FAQ page that all products we sell

are under a 30 day return policy through RockAuto.

On February 1st 2014, over 4

months after his purchase, the customer notified us for the first

time that he was experiencing noise with these brake pads. To

clarify, we do not staff any technicians at RockAuto. However, when

our representative noticed that these products were no longer covered

under warranty, he offered the suggestion of following a common

break-in procedure to see if that might help with the noise. When the

customer contacted us on March 1st reporting that the

break-in procedure did not fix the problem, we informed the customer

that since the products were no longer covered by the 2 week/500 mile

warranty, we were unable to assist him through a warranty replacement

or refund.

As our Warranties page states, “Like

other retailers of branded products, RockAuto does not offer any

product warranty of our own--we honor the warranty provided by the

manufacturer of the product. If you have a problem with a part during

the warranty period, please contact us and we will arrange a return

and replacement of the same part

(http://www.rockauto.com/docs/warranty.php).”

As a retailer, we assist our customers through manufacturers'

warranties. Had the customer informed us of the problem he

experienced within the warranty period or within our 30 day return

window, we would have been able to help him replace these parts or

return them for a refund. However, when we are informed of a problem

after it occurs and the product is outside of the warranty period, we

are unable to replace the product or provide a refund. No return or

refund of these products will be permitted, considering they are no

longer covered by the posted warranty and were not under warranty

when RockAuto was first informed of the problem.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: On January 17, 2014, I ordered a high pressure diesel pump from rockauto.com. When the part came to my home, I opened the package; I saw that it was the wrong part and that the black clip was broken. I called the company and told them that I had received the wrong part. The gentleman on the phone asked me how I knew that it was the wrong part. I began to describe it to him, during my description I told him about the black clip being broken and asked if I should take pictures and send them to him. He told me to just package it up and send it back. I was informed that as soon as they would see that the package has been shipped they would send the correct part out to me. A few days later I received the correct part and thought everything was fine. On 29 January I received a voicemail and an email from a Mr. [redacted], an employee of rockauto.com, stating that the part I returned was damaged during shipping and that I would be contacted to discuss payment for the unit. Without hearing my side of the situation, Mr. [redacted] had already put me at fault, because he stated that it was packaged incorrectly by me. When I contacted Mr. [redacted] I told him that I put everything back in the box exactly the way they shipped it to me. I also informed him that I told the other gentleman about it when I called about it being the wrong part. Mr. [redacted] then said that there was no record showing that I stated this so he was going to talk to his counterpart to see if he remembered the conversation. The next day, 30 January, Mr. [redacted] called me back and stated that he has done all his research and it was my fault that it was packaged wrong and that they were going to charge my card that I placed the order with. I told him that I was not going to pay for something that was not my fault, and that I was going to cancel the account. He then told me that I can go ahead and try. I proceeded to ask Mr. [redacted] to speak to his supervisor; multiple times he kept responding with he was the boss of that department and that there was no one above him for me to speak to about this matter. I find it hard to believe that Mr. [redacted] is the highest person in that company. I asked Mr. [redacted] if he thought that the folks at the warehouse may have made a mistake on the way they shipped the package and he stated that he did not think that is what happened because he stated that the warehouse sent him pictures of how they are supposed to package the products. So I stated that if his warehouse personnel do not make any mistakes, how did I receive the wrong part in the first place. Mr. [redacted] also stated that there was a black cover that was supposed to be on the part that broke and a large piece of foam, to prevent it from breaking during shipment. I asked if he had seen these items in the package, he stated no. I said no kidding because they were not included in the package before it was shipped to me; otherwise it would have been in the package. Again that is another indicator to me that the warehouse, that this part was shipped from, is at fault, NOT ME. Humans do make mistakes. I am trying to figure out how is Mr. [redacted] 100% sure that this item was properly packaged from the warehouse, when he is in Madison, WI and the warehouse that this part was shipped from is located in Long Beach, CA. Humans do make mistakes, Mr. [redacted], and I do believe that humans work at the warehouse in Long Beach, CA. Also on the evening of 30 January, I received an email about a core charge that was supposed to be returned to me, for sending in my defected part off of my vehicle. I called on the morning of the 31st of January to see if there was a way to get the reimbursement another way because I had closed the account that I had used previously, due to the threats that my card would be charged. I was informed that all matters regarding this account were on hold until a dispute has been resolved. I believe that I have upheld my end of the deal with rockauto.com and believe that they should honor their end. I am really dissatisfied with the service that I have received from Mr. [redacted]. I did not realize that rockauto.com treated their customers this way. This gentleman, Mr. [redacted], has insulted my integrity. I am a [redacted] and have been in the military for ** years. And I have never been treated the way this gentleman treated me. I admit that I used some harsh words with Mr. [redacted], and for that I do apologize, but when my integrity is in question, I will stand up for what I know is right.Desired Settlement: I would like the business to return my core charge for the part that I have sent them. The core charge is $180.00.

Business

Response:

We sincerely regret that this customer

initially received an incorrect part. Our phone, email and order

notes records indicate that at no point in the customer's first

conversation with our representative did he state or suggest the part

was broken in any way, though we do see he asked whether he should

take photos of the part. Since we had been told the only issue was

the part was that it was the wrong part (and not damaged or broken),

we declined his offer to take photos of the part. We set up a return

for him for the incorrectly shipped part, reasonably expecting to

receive an intact, new, resalable part. The oil pump he purchased

retails in our catalog for $681.79, with a $180 core charge, for a

total paid upfront of $861.79.

We generated him a prepaid FedEx label

to return it. When the part was returned, it arrived significantly

damaged and with none of the shipping box filler the manufacturer

includes with delicate parts like the high pressure diesel injection

oil pump this customer purchased. The part would have been shipped

with a piece of foam filler and a protective cap over the electrical

connector, as indicated in the attached Photo1 and Photo1a. The part arrived with

the connector broken clean off and missing the protective cap that

would normally keep that connector intact in transit, as seen in the

attached Photo 2. We spoke with the first representative who set up

the customer's return, who stated that at no point did the customer

suggest the part arrived broken. The difference in the broken part and the new, intact part can be seen in Photo5.

We then were informed by the

manufacturer that we, RockAuto, would not be credited for the

returned Shipped Wrong part, because it was rendered a complete loss

– unusable and not resalable. Due to the high cost of the part, we

contacted the customer to verify what happened and notify him we

would need to recoup the cost of the part. However, we must admit,

this is where we faulted. The customer held up his end of the deal

and shipped back the incorrect, new part, which we expected to

receive intact. If it did indeed arrive to him damaged, without the

filler and without the protective cap, which is possible, we should

have requested that he send along the photos. Indeed, the lack of

damage to the exterior FedEx shipping box the customer placed the

product box into for shipping indicates the part arrived to the customer

damaged originally, as

seen in the attached Photo3 of the exterior shipping box and Photo4, of

the damaged product box, filler and damaged part. Our representative

should not

have attempted to charge the customer's card for the cost of the

returned part, since the customer had already received a new,

correct, intact part and had done what we asked by returning the

part, allegedly as he received it.

RockAuto trains all of its Supply Chain

Managers to make logical and sound business decisions, with the

customer's and company's best possible intentions in mind. We must

admit that attempting to charge the customer for an $860 part that he

did pay for and did not have in his possession was a grievous error on our part. We

also apologize for the negative interaction this customer had with

RockAuto over this ordeal. We are attempting to file a claim with

FedEx for half the cost of the damaged, returned part, and we

recouped half the cost of the part from the manufacturer, in the

amount of $394.30.

We see that he shipped back his core.

While we were unable to refund the core charge until we cleared up

the crediting problem with the damaged, returned part, we have now issued that

refund. However, his core was deemed unusable and unrebuildable by

the manufacturer. They were able to offer a 50%, $90 core credit to

the customer, which we now have refunded to the Visa and MasterCard

he used to place the order originally, in the respective amounts of

$78.57 to his Visa card and $11.43 to his MasterCard.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I do know that when you return a part for a core charge the buisness doesn't send the part off to see if it is salvageable before they give you the core charge. If this issue would not have happened, I am positive that I would have had my whole $180 core charge returned to me. So if this is how RockAuto wants to do buisness, fine. I'm sure I can find some better buisness somewhere else. Thanks and have a great day.

I have been a Rock Auto customer for years and they have never let me down. And they have awesome customer service!

always good service,get correct parts when ordered. GREAT COMPANY
ALWAYS OUTSTANDING PARTS AND SERVICE

RockAuto has done me good always has lowest prices and if they do send the wrong part its easy to get the right one sent asap

I was extremely pleased at their friendly customer service and their timely response to my inquiry.

Good prices, good shipping prices. Item arrived earlier than stated, which is always a good thing.

I ordered what was advertised an AC Delco oem factory replacement motorized antenna for my 92 Oldsmobile Custom Cruiser for $170. I received a universal antenna in an AC Delco box. I didn't have my part removed from the car at the time, but when I did pull it and realize the problem it was past the 60 day return time. I had to pay $40 -shipping both ways as well as a ten percent restocking fee- for a falsely advertised part. when I posted a review on Customer Lobby about the experience, Rock Auto was able to respond with a lie to make themselves still look good.

By far the best company on the internet to business with...Always a great experience!!!

have had precise & prompt delivery of all items ordered

Rockauto.com is a good source to get auto parts. They have good prices, fast shipping, and good service.

Review: I keyed in all the info their website called for. The kit that I received had the wrong sized belt as it was for a vehicle without air conditioning. My vehicle has air. Everything else in the kit worked except for the belt. The belt was not and could not be installed. They are refusing to exchange the belt I received for the proper one, saying that since it was part of a kit, that the belt alone couldn't be returned/exchanged. I have had multiple discussions with them concerning this issue and they are refusing to budge even though they advertise that they use cutting edge technology to ensure proper fitment. Their site never asked for anything past year, make, and engine size. Nothing about model, trim, or accessories.Desired Settlement: Exchange the uninstalled belt that I received for the correct size and of equal quality.

Business

Response:

Please see the attached photo of our

part listing, which specifies that the kit ordered is for vehicles

without air conditioning (“W/O A.C.”). The customer

searched under his vehicle (year, make, model, and engine size) but

apparently ignored the fact that his car has

air conditioning. Two of the three kit components were

installed. As our Returns

page states, we cannot issue return credit for parts which have been

installed. Since the kit he ordered is packaged and sold as a single

unit, we can not exchange components.

Business

Response:

We

list all necessary information to ensure fit and function, and we

present it in a manner which millions of customers understand. Most

auto parts buyers understand “w/o” means “without” and “A.C.”

means “air conditioning.” A Google search for “w/o A.C.”

displays “w/o air conditioning” (see attachment). On our FAQ

page, under “Show me how the catalog works” we include explicit

instructions to use the details in the listing to ensure proper

fitment (see attachment). If, after using these resources, the

customer did not understand he could have called or emailed our

customer service department for clarification. Instead, this customer

ignored a relevant detail we provided in the part listing. The

customer is entitled to his opinion regarding formatting, but his

opinion does not change our return policy nor will it result in a

return, refund, or replacement with another belt.

Consumer

Response:

Terrible shipping, ordered on the 17 the promised by the 19. It's a in state shipment, well it's the 22 nod and just being shipped out, turns out they didn't have in stock like promised , so I cancelled my order and wanted it all returned, turns out I gotta pay return shipping, used to love rock auto, now will never use them again

Review: On March 21,2014 I went online on the Rockauto web site to research and potentially order front and back brakes for my 5.7 liter Dodge Magnum RT. Utilizing and relying on the provided search engine on the Rockauto site, I keyed in Dodge, Magnum, 5.7 liter engine when THEIR site queried me to do so. The search engine brought me to my available options. I chose a complete kit front and back of calipers, rotors, and pads #[redacted] order #[redacted] $521.57 including shipping. Parts arrived and installed. I immediately noticed the brakes seemed "different" and took some work to make the car stop. I have had many, many brake jobs in the past and fully understand they need to break in and bed over a period of time, sometimes a 1000 miles. During this period I had several close encounters taking too long to stop. I did some research on the parts received and come to find out the front calipers are small, single piston, and I was now scared to drive the car. I spoke to [redacted] at Rockauto on 5/19/14 and he sent me what I thought was a link to a replacement front caliper part, when in fact it was a rear caliper part link; I have retained the email. Being concerned about potentially mis-leading data upon order, and, erroneous data from [redacted] on 5/19, on June 3rd 2014 I called the manufacturer [redacted].

I spoke to a Product Tech support specialist there by the name of Ishmail, told him of my stopping issues, make and model of vehicle, pkg part # received. He not only told me that brake system is not good or safe for the vehicle, but, told me that pkg should Never EVER been made available for purchase when I keyed in my vehicle specs. He told me to call RockAuto, tell them what he told me and if necessary, he would do a conference call with them that the right pkg # should have been [redacted] with vented rear rotors. I thanked him very much, hung up , and immediately called Rockauto.

I spoke to a CSR rep, told him the issue, and, told him I spoke to [redacted], that they said the pkg ordered should not have even been an option to consumer with this vehicle, and, we could do a conference call. The CSR rep seemed pretty "miffed" by my comments. Before I could say anything he said "i am calling him" and put me on hold before I could get a word out. Over 10 minutes went by, the rep came back on and said he spoke to the same guy at [redacted] and that guy agreed with him that the parts ordered were my fault.

I told the rep I did not believe him and lets do the conference call. He stated "sir it's on YOU for choosing those parts.

I told him as a consumer, not a mechanic, there's a high degree of reliance on the representation made by Rockauto that when using THEIR provided search engine, answering their posed questions relative to make, model, engine size, that the parts represented will in fact match the application and be safe. He reiterated his stance that it was all my fault. The conversation ended. I have since taken the car to a local mechanic who reviewed the system and with me there, went on the web site. He indicated not only is this brake pkg wrong for the car, potentially unsafe, but went on the site and noted Rockauto duplicates pictures from part to part. There's no way to descern visually what the heck the part looks like which for a consumer looking fir aftermarket parts, is huge.

It is my contention that by Rockauto supplying me THEIR queried questions using THEIR search engine, the results of which convey affirmation to the consumer that the parts "offered for sale" upon a match of the questions, will in fact fit and be safe. Rockauto, by telling me it's still on me, admits the consumer is at risk of misrepresentation when using their mandatory search engine.

I am seeking relief not a free lunch. If Rockauto sends me the pkg applicable and safe for my vehicle, I will gladly pay the difference ship me the pkg including front and rear vented rotors the size required for a Magnum RT 5.7,, [redacted], and pads, I will have the [redacted] professionally removed and I will pay to ship back. Since Rockauto deals in remanned parts, they should have zero issues taking it back and re selling them.Desired Settlement: Ship me [redacted], front and rear vented rotors, I will pay the difference prior to shipping,, upon receipt and swap out, I will return the complete order [redacted] of [redacted] ups ground with signed receipt required

Business

Response:

Based

on the information the customer provided our representatives, he

requires kit [redacted]. The kit the customer ordered specified "w/Solid

Rear Rotors" and was thus ordered incorrectly for his vehicle,

which has vented rear rotors. As the customer has been informed, our

return

policy states if a part is ordered incorrectly and then

installed, it is not returnable. However, after extensive review of

the order and catalog listing, we

are willing to make an exception to our policy.

We are unable to allow the specific resolution the customer has

suggested because we can not ship out such a large dollar amount of

parts without having the original kit returned to us. However, we can

offer either of the following resolutions:

Option 1: Return

kit [redacted]. Upon receipt of the returned kit, we will provide a

refund of the part cost ($478.79) to the customer's original payment

method. He would then be free to keep the refund or purchase the kit

his vehicle requires ([redacted]) as a new order through the

website.

Option 2: Place a new order online for the kit the

customer's vehicle requires ([redacted]). Swap out the components of the

old kit with the components of the new kit. Return kit [redacted] for a

refund of the part cost ($478.79) to his original payment

method.

Both options are exceptions to our return policy,

especially considering this order is beyond our 30 day return policy,

was ordered incorrectly, and was installed. Since such an exception

is being made, we ask that the customer cover shipping costs

associated with the order(s). We do, however, feel it reasonable to

accept partial responsibility for the listing's clarity and allow the

return for refund.

We welcome the customer's direct response

via phone (###-###-####) or email

([redacted]) indicating which of the resolutions he prefers.

Review: I ordered a hood for a 2012... for aproximatly $120. the shipping was $150+. after making delivery arrangments with me 3 times to deliver the hood, which was supposed to go to my residence, the delivery company negliceted to contact me on each occasion to tell me they would not be delivering it because they have no residential trucks available. even though I had taken off work or had somebody there to "sign" for it. which was a requirement for a residential delivery. I had to call them.. So I made arrangements to get it delivered to my business ( smaller truck not needed.. and closer for them to deliver) They state they will credit my account for the differance. I finally recieve my hood, thank goodness, because rental fees are killing me! only to find out that they shipped a 2011. They tell me thats what I ordered!!! my car is a 2012! so they then say I can return the hood at my own shipping expense and they will credit my account. so I take the hood to UPS and they give me a $300 quote to return the hood. Now mind you, after I return it I still have to purchase a new hood and pay for shipping and go through this whole ordeal again because im still without a hood!!! That would be over $600 in shipping and taxes for a $120 hood.. This may be a small deal to them but it is a great deal to me. I do not think this is any kind of way to conduct business.

Thank you, [redacted]Desired Settlement: I would like to return this hood at their expense and have my account credited for the whole thing. Product and shipping. (the whole thing was a disaster form the begining) I simply do not think this is any way to conduct business.

Business

Response:

On April 28th, 2014, this

customer ordered a hood (Part # [redacted]) for a 2011 KIA SOUL 2.0L

L4. The cost of the hood was $120.99, and the shipping cost was

$143.46, for a total charge to the customer's payment method of

$264.45. The electronic records we

keep reflect the information input at the time orders are placed on

our website, and our records show this order was placed online for a

2011 vehicle. After an order is placed online, we display an

order confirmation screen which shows the order information (part

number, vehicle if applicable, price, etc.), and we send an order

confirmation email which again shows the order information. The

attached copy of this customer's order confirmation shows the

customer ordered a hood for a 2011 vehicle. Since she has stated she

has a 2012 vehicle, this would indicate that an error was made by the

customer when the order was placed online.

This is the first time we have been

notified about the delivery concerns the customer has raised. We

apologize if it took several attempts for the carrier to deliver the

hood. We have addressed this issue with our carrier, who reported

that the reason they were unable to deliver to a residential address

is they had a high volume of deliveries and did not have residential

trucks available for delivery, as the customer notes. On behalf of

the carrier, we apologize if the customer did not receive a call from

the carrier notifying her that delivery would be delayed. The

tracking information does show that the hood was delivered on May

7th, 2014, six business days after shipment and within the

expected time frame for delivery. We have not been informed of any

pending credit from the carrier, but looking at our billing records

from the carrier shows that the usual reconsignment fees the carrier

charges were waived due to the inconvenience the customer experienced

with delivery.

As our Policies

page states, “Everything we sell is returnable for full part cost

credit within 30 days.. Shipping charges are not refundable unless

the return is due to our mistake.” When the customer called our

representatives to report that she has a 2012 vehicle and we saw that

the order was placed for a 2011 vehicle, we offered the customer a

return for part cost. Due to the size and weight of this particular

part, the cost of returning the part likely outweighs the price of

the part (as the customer has indicated). It is the customer's

decision whether they wish to return the part or not, but since the

return is not due to our mistake no shipping costs would be refunded.