RockAuto

Very easy to use and I would recommend them to anyone in need of car parts

I made a purchase from this company on 12/01/14 and was in need to return the items due to not needing them. I did what the company required and placed a return, shipped and entered in the tracking number. Waited the 7-10 days for the refund, nothing. Tried to call the 1-866-ROCKAUTO and got and error stating call was not able to be completed. Then the 1-608-661-1376 is an auto line that does not recognize the auto prompt that the company set up. Then when you get to a rep, rude and stated it was my error due to no tracking # and the package was sitting in the warehouse and will be processed whenever until the tracking # is recorded. I explained the situation and still no apologizes or anything, just my fault for not putting in the tracking #. I advised I did enter this # on 1/07/15. Instead of the rep apologizing the rep advised it will be processed and will receive funds in 5 business days. Which is fine but where is the apology for THEIR error and the great customer service that the company supposedly has. Just a warning if you need to return a product please call the day it is received in the warehouse or you will be waiting for a long time for a refund. HORRIBLE CUSTOMER SERVICE!!!!!!!!!!!!!!!!!

Always great prices & terrific service. Rock Auto is a pleasure to do business with.

have been real happy with parts and prices as I am now fixed income and ase,schooled and factory trained tech

Prices for the parts are much better than that of Napa and O'Reilly auto parts. Finding parts and the lay out for their Web site is very easy to navigate through. I have ordered several parts for my vehicles and found it to be very pleasant.

Products were a great fit and shipped quickly. Pricing was better than local for some items and others were the same price. Shipping charges were reasonable. Would definitely purchase from Rockauto again.

I love RockAuto. They have great parts at a great price. Its very easy to find what you want.

Cheap and reliable. Will always compare with other stores and they are usually the cheapest. We need more stores like rockauto.

My favorite place to get auto parts from. Prices are lowest around and parts are easy to find.

I,m the co -owner of Prestige trade Inc, based in Philadelphia, PA. I did business with Rockauto for a while and always suggested their serviced and products to my customers and friends. My latest experience with their customer service made me think opposite way. They have sent me 2 defective/damaged parts in a row and after all the hassle, charged me $105.69, just because they decided so. No any attempts to notify me as well as no any reasonable explanation of the charges. Their customer service per was ignorant/completely not interested in resolving the issue. He was not able to explain all these charges and said that he decided so, because he was the "manager". Think twice, before doing business with Rockauto. All company is an internet based sales and won't guarantee you anything.

I have always had good experiences ordering from Rock Auto. Very prompt service.

Review: On January 27th I spoke to a women at Rock Auto regarding a part for my truck, I explained to her what I wanted to do, she said I can send you an email for the part to order, I said okay. So, in March I ordered the part from the email that was sent. After receiving the part I noticed it was not the right part, so I called Rock Auto, spoke to [redacted], he said it was the right part, I explained that is wasn't, I told him that I called in Janaury and spoke to a women and she sent me an email to what part to order, he ask me for a phone number that I called from so he could research it, I said I called from work and there were many lines, he called me back and said that I never called. I said I did that I had an email to prove it, I then said I want my money back including shipping charges both ways because this was not my fault. He said no, I then asked for his boss to speak with, he refused, but after and many minutes he gave me a name of Ursala to call, which I did 3 times but never heard back, I want my shipping charges back for a return of the part, I did receive a credit for the part but not the shipping charges.Desired Settlement: Refund of shipping charges both ways that I paid for.

Business

Response:

On March 14th 2014, this

customer ordered a Tailgate Handle (part #GM1915124) and Tailgate

Handle Bezel (part #GM1916106) for a 2010 GMC SIERRA 1500 4.3L V6.

Per our catalog listings, these products are compatible for vehicles

with a locking tailgate.

When this customer contacted us on

March 19th 2014 to report that these parts would not work

for his vehicle, our representative mistakenly thought we had a

catalog error and offered the customer a return for a full refund.

Later that day, the customer informed

us that he did not have a locking tailgate. The customer thought he

could buy this handle and bezel and put them on a truck without a

locking tailgate in order to convert it to a locking tailgate. He

claimed that he had called RockAuto previously, and a female told him

that he could buy these parts to make that modification. We attempted

to trace any past calls the customer had made to RockAuto using two

phone numbers the customer supplied us. We were unable to validate

that this call had been made. We were never supplied with the name

of the representative or with a copy of the email the customer

received from our representative telling him to purchase these parts,

so we were unable to pursue this further.

We continued to research what we

thought had been a catalog error and found that in fact our catalog

was correct, but the customer had ordered incorrectly for a vehicle

with a locking tailgate when he did not have a locking tailgate. This

would thus be considered an incorrectly-ordered product, and

according to our return policy the customer would be responsible for

shipping costs.

Upon asking for the contact information

of someone at a higher-level, our representative reminded the

customer that our representatives are hired to speak on behalf of the

company. He then provided the customer with a supervisor's contact

information.

The customer left a voicemail with

[redacted] on March 31st and [redacted] returned his call within

3 business days. We have determined that due to the fact that the

customer originally was told he would be refunded shipping cost and

in case of any miscommunication from one of our representatives, we

will honor what we originally offered and provide the customer with a

full refund despite these parts being ordered incorrectly. We have

since refunded the customer for $39.25, which was the full cost of

the order and the desired settlement the customer has requested.

Business

Response:

To clarify, RockAuto collected a total

of $39.25 from this customer. As of 4/3/14, the customer has been

refunded a total of $39.25. This includes the total amount the

customer paid for parts, which was $31.74, as well as the total the

customer paid for outbound shipping, which was $7.51.

We apologize for return shipping not being refunded initially and, in accordance with the customer's request, we are

happy to refund the customer the cost of return shipping that he paid

in the amount of $7.51. We were under the impression that a prepaid FedEx return label had been provided to the customer for the return, but in fact the customer used

a matching USPS tracking number ([redacted]) to return

these items. We have issued the refund of $7.51 as of 4/16/14.

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.

very easy to use website and are very prompt and efficent in shipping your order. have purchased from them a number of times and have always been pleased with theircompetence in shipping what I order

Excellent inventory, prices, and amazingly fast shipping. Have purchased several parts for a car that were not available at local auto parts stores and if special ordered would have cost 2x more than rock auto.

Customer service is exceptional. I've twice had to call Rockauto's customer service, and both times the representative was friendly, and was very helpful. Once was for an ordering mistake I'd made, and it was corrected quickly without further mistakes. The second time was for a missing part from a package - the box had a damaged corner and the part probably escaped during shipping. The support staff asked a few normal questions, but never made me feel like it might have been a false claim or my fault somehow. They sent me another part the same day, and that was it! I've been buying parts from them ever since!

Very good prices. Fast service. I had 1 improper product.They issued a full credit including shipping. Can not be more reputable than that.

They are great and fix any issues with orders by refunding in full when necessary. I buy from them with confidence.

Always easy to use the catalog, orders are quick, very satisfied

R A is a very trusted site, early delivery,
all parts in stock, best for the money.
Save your wallet,go with this company.

Great parts