RockAuto

Have been dealing with Rock Auto for about 10 years now. The site is extremely fun to use, and with the shipping site assistance, quite convenient. Have no comment on their return policy as I have not yet had a need for a part return. I have six vehicles and they keep me informed on parts clearances for them....not always something I need but nice to have on hand for the price!

first time buyer from canada and have to say that rockauto has great prices and the shipping was fast even though it had to cross the border which can slow up orders sometime. would definetly recommend rockauto to anyone.

I have ordered multiple parts from this company, and have never had an issue. The prices including shipping and handling is cheaper than going to the local parts store. Plus I can shop for, order, and get my parts delivered to my front door.

Refused to refund a store credit that I had already received, because the website would not accept the store credit even though it expires another year from now, and now Rock Auto's Costumer Services strict policies wont allow any room to help an avid costumer. So in all reality they have stolen money from me and refuse to return it.

I HAVE BOUGHT PARTS FROM rOCK aUTO MULTIPLE TIMES, AND HAVE ALWAYS RECEIVED PROMPT SERVICE AND THE RIGHT PART FOR THE JOB.

Review: On February 4, 2014, I ordered SEALED POWER BK6179 (BK6179@STD) Lower Engine Kit at a price of $ 1746.79 plus shipping and used a 5% discount provided to me by the company as part of the order # [redacted]. I also paid for this item at the purchase time. On February 7, Rockauto notified me that they cancelled part of my order without my authorization. The company said the part is likely to come back into stock in the near future but refused to extend my order. I inquired about extending the 5% discount for use when the part returns to stock, they refused to extend my discount. I was told my part is widely available on the Internet, so I asked them to find it at the price they offered me with my discount, they refused. I asked about cancelling the remainder of my order they refused. I spoke with [redacted] at ###-###-####.Desired Settlement: Delivery of the SEALED POWER BK6179 (BK6179@STD) Lower Engine Kit at a price of $ 1746.79 plus 5%. I was told the part is widely available so the company is able to find it and should honor their price and discounts.

Business

Response:

We sincerely regret that the lower engine kit

this customer purchased was out of stock. He placed his order

Tuesday, February 4, for a kit that was listed with a three business

day delay in our catalog. This delay usually is listed for non-stock

parts that are on back-order or that the manufacturer physically must

make before shipping. In this case, the pistons in the lower engine

kit the customer chose are on back-order and will not be available

until mid-May 2014. We are unable to keep an order for an

out-of-stock part open for this amount of time, so we needed to

cancel the kit from his order. When we did, his PayPal account was

refunded automatically for the cost of the lower engine kit and the

proportionate amount of shipping he would have paid for it, for a

total refund of $1,680.62, issued on February 10.

He then was charged only for the part

on his order that shipped, the cylinder head bolts, for a total order

charge of $67.52. He received the 5% discount he used for the order

on the price of the cylinder head bolts. We were unable to cancel

this part of the order, since it had already shipped by the time we

were notified by the manufacturer that the lower engine kit was

unavailable. However, he is still within our 30-day return policy, so

if he wishes to return the head bolts, he can set up a return for

them online, at our Order Status & Returns page.

While we cannot extend 5% discount

codes, since they are generated automatically with each new order

placed and are valid for exactly 60 days from the date of issue, the

customer would have been issued another, new 5% discount code for

placing his latest order, order number [redacted]. However, on February

8, he elected to opt out of email contact with RockAuto, so his

discount code email was not generated. If he would like to opt in to

email contact again, we can generate this 5% discount code for him,

and he can use it to place the order for the lower engine kit when it

is available again in mid-May. If he is interested in opting in again

to RockAuto emails, we encourage him to contact us via email

directly, at erica at rockauto dot com.

We believe the customer also may have

been confusing our representative's statement that discount codes are

available widely on the Internet with the notion that the lower

engine kit he ordered is available widely on the Internet. The lower

engine kit is not available currently, at any online retailer, due to

the pistons being on back-order. Our representative indicated to the

customer that discount codes are available widely on the

Internet, and can be found by performing an Internet search for

“RockAuto Discount Code,” should the customer wish to use one on

a future order.

Consumer

Response:

Excelents prices. Excelent website sistem easy to found parts, brands, models, etc
Easy to pay. Fast Delivery. For me is the number 1 to buy parts onlline. Simple THE BEST

Competitive pricing, good selection, fast shipping, great customer service!

awesome

Usually has any thing I need for my old truck and new Kia. Definitely beets any chain store. They were able to get me an air filter for my brand new Kia when stores like Napa and Auto Zone couldn't. They always have the lowest price, even including shipping.

Review: I purchased a power steering pump replacement for a 1994 Cavalier. The pump was defective (Bad shaft seal)

I called and obtained a return authorization. Rock auto told me I was outside the return window however, they would make an exception and issued the R.A. I then followed up with the tracking # of the returned package (as requested by Rockauto). I waited a couple of months and did not receive a return. I placed another call to customer service and was offered "store credit"in the amount of $80.79 . I accepted the offer and did not have a reason to use it until now. 06/01/2015.

I attempted to use the store credit and a pop up on the screen advised me that the store credit # that I was issued was no longer valid. I placed a call today to customer service and the operator confirmed that Rockauto had rescinded the offer due to non use . I asked to speak to a supervisor and was informed that I would receive a call back. The return call was from a person who identified himself as Jessie (spelling?) Jessie only confirmed what the first customer service rep had said. When I asked If he (Jessie) was a higher level (as I requested) than the first rep Jessie said he was in fact the same level. I asked again to speak with someone of a higher level and he (Jessie) informed me that "there is no one higher, Just the owner. I believe that statement to be completely false and I don't believe they made attempt to rectify the situation. I feel the credit should be honored, or The money should be refunded. I am a small business owner and would never allow any of my people to treat a customer (no matter how small) this way.Desired Settlement: Refund the $80.79 in store credit or check/money order

Business

Response:

In July 2013, this customer purchased a

part from us. In December 2013 that part failed. As our Warranties

page explains, 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. Warranties offer only

replacement of the defective part with another part: no cash refunds

and no reimbursement of labor costs, shipping costs or other

expenses.

Since the customer had an extenuating

circumstance, we offered to make a one-time exception as a return for

a refund of the part cost in the form of store credit. He accepted

this offer, returned the part, and on 12/18/13 we issued him a store

credit code along with clear indication of its expiration date

exactly one year from the date of issue (12/18/14). In June 2015 the

customer requested that we allow him to use the store credit code

that had expired nearly 6 months previously. We explained that since

the code's expiration date was clearly indicated upon issue and he

chose not to use it before its expiration, no further exception to

the already-provided warranty exception would be provided.

I found Rockauto sometime ago and have found that their service is excellent and their prices literally can be beat.

Review: I made a purchase from Rock Auto on 10/2/13 for 4 struts. At this time, my husband and I called to confirm eligibility for these with a promotion the manufacturer was offering called Monroe Shocktober. We were advised by customer service representatives that these qualified and were directed to the website for rebate submission. The rebate was by 3, get the 4th free through a rebate via Visa giftcard. I submitted the warranty claim online and followed up with [redacted] Rewards, the third party, via mail as well. My claim was denied. Shortly after, I had to reach out to Rock Auto again because of this as well as the fact that two of the struts were defective. We placed a new order and went through the exchange (or warranty as they refer to it) process. During this period my husband and I again spoke to representatives regarding the issue with [redacted], and woman with a name similar to [redacted] or [redacted], and one other representative advised us if we had further problems with [redacted], the third party, to reach back out to Rock Auto and they would take care of it because we should have no problem with getting the rebate for these parts. On 11/18/13 after mailing the paperwork to [redacted] again, we were denied. I reached back out to Rock Auto. I have emails below where the company is not standing behind what their representatives told me and failing to provide the rebate I was told I would receive (in the amount of $59,99, the least expensive of the price points on the struts- two were $69.99 and two were $59.99) and that they never informed us of this. They even refused to put me in contact with a supervisor. I will attach the emails or can forward upon request.Desired Settlement: Credit or Visa gift card in the amount of $59.99 as promised.

Business

Response:

We are sorry this customer does not qualify for the Monroe/[redacted] rebate. It is our customers' responsibilities to follow up on rebates and ensure the products they are purchasing qualify. This customer purchased Monroe Econo-Matic struts, which are Monroe's economy line struts. Monroe/[redacted]'s Shocktober rebate program offered rebates to customers who purchased 4 qualifying struts, including Quick-Struts, their high-end strut line. Econo-Matic struts were not included in the rebate program. We apologize for any confusion and that she does not qualify for the rebate, but the refund she requests cannot be provided.

Business

Response:

We are sorry if there was confusion

regarding with whom this customer spoke. RockAuto keeps detailed

order notes and records based on the customer's phone number and

email address, so if she has contacted us multiple times from

different phone numbers, that would explain the confusion. Based on

the order notes we have regarding her various purchases, every

representative with whom she worked has been followed up with, and

none recalls any mention of her rebate eligibility.

Additionally, our representatives would

not encourage a customer to contact RockAuto if s/he had problems

securing a rebate with the manufacturer. Rebates are facilitated

through the manufacturer, and RockAuto is not responsible for helping

a customer secure a rebate. It is unreasonable to expect a retailer

to refund a rebate for which the customer is not eligible and which

the retailer itself did not create. At this point, we must reiterate that we are unable to refund

her money that she did not pay to us, nor are we able to convince the

manufacturer to process a rebate for which she is not eligible.

Consumer

Response:

Best place to get parts on the net

I have use rock auto for most of my auto parts over the past few years We have a small auto shop. Rock auto always ships the correct part. Their parts are excellent quality that
makes installation predictable. I have also used their return service and had no problems there either. Prices are great and I can compare prices of the various manufacturers
on the same page. They even assist you in getting multiple parts from the same
shipper to save on shipping. The website is the easiest to use of any of the online parts
sellers. Rock Auto will continue to get my business.

I've never had a single problem with service from this company. Shipping is always punctual and the selection of parts is great.

I have bought many parts from RockAuto . I have not found a better price on name brand parts anywhere. I have ordered the wrong parts and they exchange them just like the parts stores. I like this place a lot !!

prices & shipping beats others

Review: on oct.13, 2013,, I loaded $140.00 on to my rush card @ [redacted]s in [redacted].. I came home , got on-line with rockauto.com. to order a fuel pump for my oldsmolbile aurua 98, (misspelled) but I used my visa rush card to order that product, and I called them (rockauto) to see if my order went through,, the lady I spoke to first said my card was declined and I need to get in touch with my bank,, I called rush card and said the money was took out by rockauto, ,the amount took out was $110.57..so I called back rockauto, the man I spoke to said they denied my card and purchased caused I put in a wrong address that did not match my rushcard, I told the man , I seen the mistake and changed it to the correct one,,, and how do I get my money back,, he said the "ball is in rushcards park and they have to put the money back on my card" "we have nothing to do with it anymore" but my account is still saying rockauto has the money and that the part is order, and the man said they disputed my order, I have the receipts and everything concerning this situation. I WANT MY MONEY BACK ON MY RUSHCARD,, OR I WANT THE FUEL PUMP I ORDERD, ONE OR THE OTHER,, IM TIRED OF GOING BACK AND FORTH TO ROCKAUTO AND MY RUSHCARD REP. AND WAITING ON THE PHONE 20 TO 30 MINS FOR EITHER ONE TO ANSWER THE PHONE ,,AUTOROCK DONT NEVER GIVE ME A CLEAR ANSWER, I ASK THEN IT SOUNDS LIKE THEY GET TIRED OF HEARING ME AND HURRY ME OFF THE PHONE, I NEED THAT MONEY BACK SOON AS POSIBBLE OR THE FUEL PUMP,, FOR A 1998 OLDSMOLBILE AURORA, 4.0L..PLEASE HELP ,,, I REALLY NEED MY CAR BACK ON THE ROAD AND ROCKAUTO JUST GAVE MY HOPES UP. THANK YOU [redacted]Desired Settlement: I want either the fuelpump or a refund back to my rushcard (visa). and for all this hassle I should not have to wait 3 to 4 business days to wait for the fuel pump if they desided to send it,, my refund either,,

Business

Response:

We are very sorry this customer

experienced trouble placing her order. The Rushcard she used was

connected to her PayPal account, so, rather than choosing the “Visa”

payment method to place her order, she needed to choose PayPal.

The customer re-tried placing the order

on October 14, choosing PayPal as her payment method, and that order

shipped to her. It arrived Wednesday, October 16, less than 2

business days after she completed the order successfully.

You have the right parts at the right price.