RockAuto

I love using Rock Auto due to the fact that I can choose the exact make and model of my parts. It is so much easier to order it online rather then call multiple stores to find it's in another store, or have someone look up the wrong part. They also have much better prices then most walk in stores, even beating [redacted] in some hard to find part's prices.
Easy to use, the layout is fantastic, and their customer service is always helpful. I will continue to use their site for both my vehicles and my customer's cars.

Excellent website design, parts selection, and part descriptions. I always get the exact parts I order at a great price and receive the order faster than projected. I always recommend RockAuto to friends and family when they need auto parts.

Although I have not had a problem I feel uneasy dealing with Rock Auto because I can point and click to order and it will substitute another manufacturer for that product and you will only find this out when they collect your credit card data.

I stumbled across Rockauto.com a few years ago and now I don't shop anywhere else for my auto parts. They are much cheaper than any of my local auto parts stores or dealership parts houses. I recommend this site to all of my friends/family that are looking for auto parts!

I am well pleased with both the quality and the speed of delivery

Great and Quick

I like the fact that when ordering from Canada, you know exactly what the final price is that you will pay, which includes shipping and also customs duty. Excellent service.

Review: Rock Auto advertised my part as coming with a water pump. The part does not come with the water pump. They insisted that their ad does not say it comes with the water pump. I forwarded a link to their ad showing that it says it comes with a water pump.Desired Settlement: Forward to me the cost of a water pump which was not included in my order.

Business

Response:

The

timing belt component kit the customer ordered -part number [redacted]-

does not include a water pump. The part was listed in the section

noted as 'Without Water Pump' in our catalog (see attached screen

shot), and the image of the kit does not show a water pump. The

description of the part also does not say the pump is included. Our

website shows the following description:

Includes:

Timing Belt, Camshaft Belt Tensioner with In Arm Actuator, 3 Camshaft

Belt Idlers; Water Pump Driven by Timing BeltWe're

sorry if the customer misunderstood the listing, but we use the

semi-colon as a grammatical notation that indicates a

separation between two independent clauses without using a

conjunction. The semi-colon

following “belt idlers” indicates the end of the list of items

included. 'Water Pump Driven by Timing Belt' is a description of how

the timing system in the vehicle functions. Even if the customer was

confused about punctuation, the part photo showing no water pump and

the part being listed under “Without Water Pump” clearly

communicates that a pump would not be sent with this kit.The

kit can be returned for a refund of the part cost, or he can purchase

a water pump separately if he needs one. Since we shipped him what we

advertised and what he ordered, no shipping costs will be refunded.

The customer will not be sent a water pump at no charge. We have

emailed the customer return instructions to complete the return if he

chooses to send it back.

Good

Review: I ordered a radiator from a list that said it would fit my pickup. Upon receipt and fit check it was determined the radiator was too short. No fluids were installed. Upon return the service dept. of Rock Auto refused refund stating the unit was used and could not be resold as new.Desired Settlement: Refund my PayPal account $117.79 less shipping costs.

Business

Response:

This

customer ordered a radiator that was too short for his needs, despite

us listing the dimensions of the part on our website. As our Policies

page

explains, we accept uninstalled returns within 30 days but we

cannot issue return credit for parts which have been installed. When

the radiator was inspected upon return it was clear it had been

installed and that fluid had run through it (see attached photos

showing the part with fluid on it and the plastic that the customer

put on the part so the fluid would not get on the box). We offered to

either ship the part back to the customer at his expense or dispose

of it since it was not able to be resold as it was returned. The

customer did not contact us to pay for shipping costs back to him

despite multiple requests, so the part was disposed of. No refund

will be issued for the installed part.

Consumer

Response:

Always an exellent experiance with rockauto good parts cheap and timely

Prices are excellent, products are quality, items ship out promptly, being patient and planning out repairs saves big money over the parts stores, who wouldn't appreciate this business?

Very low prices, fast shipping, reliable. Orders always arrived as described and in good order. Always recommend to all my friends and family, best prices around. Trustworthy.

Rock Auto is the best! Not many companies will ship to the Virgin Islands so it is much appreciated!!

Review: I purchased 14 units of TRICO windshield wipers for 3 vehicles on 9/2/2015. The product + shipping cost I paid was $31.21. The product was shipped on time and received by me the evening of 9/9/2015.

When I opened the package on 9/9/2015, I noticed that...

a) The wipers shipped were named Napa and not Trico.

- This is false advertising as they display one product name when ordering but ship another product name to fulfill the order.

b) Out of the 14 units, at least 10-12 units were not even sealed well in the packaging.

- This goes to show that these products were either used ot purchase returns from another customer. These were sold as brand new wipers.

c) When I opened the packaging, I noticed that all products were old, dirty, considerably worn out, and look used. These units had so much white deposits on it that it seemed ages old.

- This again goes to show this product was either used before or a reject that was being sold as new item. These were sold as brand new wipers.

d) Even after all these issues, I thought of trying these wipers on my vehicle. Turns out the passenger side wiper does not even sit well on the windshield towards the tail end. At least 1/3rd of the windshield area goes untouched and does not do the job a wiper is supposed to do.

- This goes to show that the product is defective or false advertised. The product was sold to fit a certain Year/Make/Model/Trim but it did not fit for any of the 3 vehicles towards the passenger side. These were guaranteed to fit the vehicles I bought them for, but they did not.

After going through all the above frustration, I got in touch with Rock Auto right away via email on 9/9/15. Here is the summary of back and forth.

-- 9/9/15 --

Me - I expressed my displeasure above the product via email.

-- 9/10/15 --

RockAuto - Suzane Got back to clarify if the fitments did not work for all vehicles?

Me - Replied back with affirmation and stressing how old, dirty, and used they look.

RockAuto - Dave got back refuting that these products are not used or refurbished. He mentioned that this is wholesale closeout and must be on shelf for long time and so at a reduced price.

Me - I expressed my displeasure again stressing that cheap prices does not mean they can sell old, dirty, considerably worned out, and used product as new. I also stressed that the product name that was shipped itself was Napa and not Trico as I ordered. I also mentioned that these products dont fit as advertised for the vehicle.

RockAuto - Mike replied back refuting that it is highly unlikely all 14 units are used is "Astronomically low". He went on to say that they are sold as 'Private Lable' which basically allows them to sell product by one name but ship product of another name.He asked me to provide images of the part to verify my claim.

-- 9/11/15 --

Me - I replied back again to RockAuto expressing my displeasure that they are not responsing to the core problem with the wipers. They do not fit as guaranteed for my vehicles. I had mentioned about this concern in all my previous correspondence but none of their responses ever addressed that concern. I mentioned to reply back with images in a day.

Me - I got home that night and sent 24 images of wipers highlighting (a) how old, dirty, considerably worn out, and used they look. (b) How their 'brand new' wiper looks as compared to my 'old, used one' simply stating the fact that my old wipers look newer than their brand new wipers. (c) I again stressed that they do not fit on any of my vehicles as guaranteed.

-- 9/13/15 --

Me - After realizing that the previous email did not make it to RockAuto (delivery failure) probably due to number of images I sent across. I then zipped the images in 2 sets and sent it across as 2 different emails.

-- 9/14/15 --

RockAuto - RockAuto sent an email with return instructions for my order. But they only listed 1 part as defective while others with the not that I did not want them.

RockAuto - [redacted] responded on the previous email chain stating that she has initiated the return (above email) and they will refund the part cost in 3 business days.

Me - As soon as I noticed that only 1 part is marked as defective, and [redacted]'s email stating only 'Part cost' will be refunded, I asked for confirmation that RockAuto is accepting it's fault and refunding the complete purchase cost of $31.21.

RockAuto - Ashley replied back that only 2 parts were oxidized and not reusable while rest of the products are new and in fine condition. I will have to initiate the refund for those and they will under no circumstance will refund the shipping cost.

Me - On receiving this response from Ashley, I expressed my displeasure again. I sent 24 images so on what basis did she think that those are for only 2 products and do not include other 12? How does she know that other 12 units are new and just fine? I stressed that the images cover all prodcuts that were sent to me and they need to refund the complete orde total of $31.21. Again, this time around too, they did not address the main concern that these products do not fit any of my vehicles as advertised.Desired Settlement: As you can see from the problem points, I had 4 concerns expressed and the main one being (d) These products do not fit as intended. But instead of addressing the core issue they have just been beating around the bush, refuting my claims, refuting the photo evidence, and hell bent on not following a good business practice to accept their failure and shortcoming and provide a full refund.

Any other reputable business in this case would have accepted their shortcomings and made things right.

I can share the complete email chain, as well as all the photos evidence with Revdex.com right away so that we can get the wheels rolling.

IMPORTANT NOTE:

RockAuto Inc mailing address on Revdex.com does not state the suite number. Their complete address on their website is:

RockAuto, [redacted]

I am very positive that they have excluded the suite number in their address on Revdex.com website so that no physical mails can make it to them. A very good way to let this case go to a dead hole too. Please, I request, please send your physical mail to the above mentioned address.

Thank you!

Business

Response:

The

suite number is not included as it is not necessary for physical mail

to reach us.

The

customer ordered Wholesaler Closeout, Private Label wipers. Our Help

page explains "Private Label Pkg" means the part may be in

different packaging. The features should be the same but the warranty

(and the quality) may be different than for parts the manufacturer

sells under its own brand. Our Help

page also explains that sometimes manufacturers buy parts from other

manufacturers and re-sell them as their own. We have no control over

manufacturer supply chains. In this case, Trico was selling NAPA

parts.

We

do not sell used parts, though as clearance parts Wholesaler Closeout

parts may look as though they've been on a shelf for awhile. Open

packaging may indicate the parts were previously opened, but does not

indicate they were installed (and thus “used”) parts. Like other

online retailers, RockAuto allows returns and inspects all returns.

The

customer purchased winter wiper blades. Winter blades have a stiffer

design, so while resting they don't follow the curvature of the

windshield. They don't sit totally flat so that there is less surface

to get iced to a windshield when the car is sitting outside in the

elements. However, once they are turned on the blades move into

position almost immediately, and will successfully wipe clean the

entire windshield. This is likely the cause of the fitment problem

the customer presents.

Upon

reevaluation of the photos provided of the wiper blades received,

enough of them do appear to be oxidized beyond what is normal for

wholesaler closeout parts that we think meeting the customer's

request for a full refund on the order is appropriate. We apologize

that this and the fitment problem were not appropriately addressed

initially and we are taking action to prevent similar situations from

arising in the future.

The

customer has opened a chargeback dispute via his credit card company

for the order total. Since chargeback documentation specifically

instructs us not to issue a refund while the chargeback is open, the

customer will be refunded in full (including original shipping) on

the order without return of the products as soon as his open dispute

via his credit card company has closed.

Consumer

Response:

Apologies for the delay in confirmation. My request for charge back with CC was accepted and I have received my money back. Please make sure this case is available in open on Revdex.com so that other buyers can see the handling of this case by the business prior to filing the dispute.Thank you!

Review: Purchase a catalytic convertor $305.00 from Rockauto on Dec.7 2013 had it installed and the went to emissions in Connecticut where I live. My 2003 Jeep Grand passed emissions and had 125,384 miles on Jeep and received a paper from [redacted] showing it passed and mileage. Drove it approximately 3,700 miles in 11 months and I heard a rattle noise, when taking off and had it check and he said that the catalytic convertors were rattling inside like they came loose. Call RockAuto and [redacted] and told him about it and he said I would have to buy another catalytic and send the one with rattle back and credit me as long as it was not hit or damaged and it was not. He said they have to send to there manufacturer .I fill a return paper that rockauto emailed me ,it had mileage install date ,Vin # and put in plastic bag and tapped it to catalytic convertor sending back.,So I had the second Catalytic installed again and had to go to emissions again [redacted] and passed again with 129,344 miles on it. have that paper also. I heard back from [redacted] at Rockauto and they said there manufacture is not going to warranty catalytic convertor because a emission failure .So I went to a Jeep dealer and had it checked out and found no problems with emissions and no check engine light. After not warranty catalytic convertor Rockauto asked if I wanted it back and I said yes. When I got it back no one open the return paper I sent back either, it was still plastic and my tape still on it no one opened it. Manufacture did not cut the catalytic convertor open to see inside and have a good look ..After all these when on I tried call [redacted] on 2 different days and left message on voice mail and also call Cody left voice mail no call back no email . Wanted to tell them I had a Jeep dealer check my 2003 grand Cherokee out . If emission part was bad how did my Jeep pass state emissions 2 times with in 1 year and only 3900 miles .Desired Settlement: Refund check . If a Emission part was bad how did my Jeep pass emissions 2 times with in about 1 year and only put on about 3900 miles .

Business

Response:

First, we

apologize that the customer did not receive responses from our

representatives. The situation had already been addressed, but

apologize that he did not receive callbacks.

When this

customer reported a problem with his converter, we explained that

with the information he provided we could not guarantee it would be

covered under the manufacture's warranty. We explained that typically

catalytic converters are only covered if there is a structural

problem. If it failed due to another problem in the vehicle, it

wouldn't be covered by warranty.

The customer ordered a new

converter, then contacted us for warranty return instructions for the

old one. The customer returned the old converter. The manufacturer

found that the substrate had broken apart internally with signs of

heavy ash, which indicates a problem outside the converter (such as

over-heating, an emissions issue) rather than a manufacturing defect.

(Please see manufacturer's site for additional technical information

about this type of symptom[redacted]).

We informed the customer that since the converter was not faulty we

could not refund for it and we returned it to him at his request.

The piece of paper the

customer included in his return did not need to be opened for the

manufacturer to inspect the part. The manufacturer uses a tool that

can be inserted into either end of the converter for an internal view

without need for cutting it apart, which is why the converter

returned to the customer after inspection was in one piece.

Parts can quickly or slowly

deteriorate, so it is likely the new converter will eventually fail

as well if nothing else was replaced. The vehicle could have passed

emissions tests and not necessarily shown a check engine light if the

substrate was slowly deteriorating over several months. We can not

speak to the validity of a competitor's (like a dealership's) claims

but based on the manufacturer's inspection this was not a failure

caused by the converter. Since the converter was not a defective

part, no refund will be issued.

Consumer

Response:

es una buena solucion para mi jeep gran cherokee

Placing the order was a breeze. Im confident the rest of this transaction will be ad smooth , very cool site with a Lot of Auto Parts Ty rock auto

Product always arrives faster than advertised, ships out very quickly and comes with the right amount of packaging. Product is always as described.

Incredibly easy to find exact parts