RockAuto

Review: Parts arrived in damaged condition due to poor packaging, and were incorrect due to Rock Auto's catalog supplying the wrong part numbers. Repeated calls to their customer service only compounded the issue, with them threatening to have file a fraud charge with my credit card company-for a $10 shipping charge!!

Business

Response:

This

customer ordered oil filters and an oil cooler gasket. No problem was

reported with the gasket, but unfortunately the oil filters were

incorrect due to an error in our catalog. We refunded the customer to

his original payment method for the oil filters and their associated

shipping cost without requiring a return. We're not sure what he's

referring to regarding us threatening a fraud charge with his credit

card company. Since the customer repeatedly threatened to charge

back/dispute his payment through his credit card company despite us

refunding him for the error, we explained we would not be able to

continue business with someone resorting to a

credit card dispute when reasonable solutions were offered.

Consumer

Response:

Easy cite to use and had a lot of options for my vehicle. hands down the best prices in store or online. Would defanetly use them again.

Hard to find Kia parts can be found here at the best prices even with shipping and handling, you can't beat their prices. Rock Auto has parts for every kind of automobile. you get your order rather quickly too.

Review: I ordered brake parts from Rockauto at 10AM on 09/21. I needed the parts the next day so I paid for overnight shipping. I got a shipping confirmation approximately 1 hour later. I got a call from FedEx the next morning (09/22) stating that my parts would not be arriving that day. FedEx admitted that the error was their fault and not the fault of Rockauto. I inquired FedEx how to go about getting a refund for shipping because my parts did not arrive on time. They stated that they would be refunding the business (Rockauto) that I ordered the parts from and would not issue refunds to me directly. I called Rockauto back that day (09/22) and they stated that since my parts had not been delivered yet they could not issue a refund. The parts finally arrived on 09/23. The next week Rockauto issued me a refund for $12.84, approximately half of what I paid for shipping. I paid $25.62 for overnight shipping. When I called Rockauto back they stated that since I got my parts 1 day late that they would still be charging me for the 2 business day shipping because the parts did arrive within 2 business days. I requested a FULL refund on shipping because I PAID for overnight shipping and it did not arrive overnight. I told them "if I wanted 2 day shipping that's what I would have chosen when I ordered the parts. I chose overnight shipping because I NEEDED IT THE NEXT DAY". And since it did not arrive the next day I would expect a full refund on shipping. My truck was down and was not operable until I received my parts. I then called FedEx customer service and requested clarification of refunds due to their error. FedEx stated that since it was their fault that my parts did not arrive on time, all Rockauto would have to do would be to submit a refund request to them. I then called Rockauto back and they stated that the person I spoke with at FedEx was incorrect. Rockauto stated that they have a contract with FedEx where they can not get reimbursed for shipping errors or late shipments EVEN WHEN ITS THE FAULT OF FEDEX. Rockauto claimed that they eat the cost for shipping even if it is the fault of FedEx. I believe that if this is truly their policy, I believe it is absurd and ludicrous. I asked Rockauto "if I had ordered a perishable product, and the product was ruined when I received it because it did not arrive in a timely manner, would you still be telling me the same thing when the shipper is admitting fault?" They stated "well you didn't order a perishable product, and the product you ordered arrived late, but it still did arrive to you. Just not overnight like you wanted. That's why we are charging you for the 2 day shipping because it did arrive in 2 days" I stated "It doesn't change the fact that I still needed the parts overnight. THATS WHY I PAID FOR OVERNIGHT SHIPPING. If FedEx screwed up, then I think you should either try to get reimbursed by them but if what you say is true, and you do have a contract with them that does not allow you to get reimbursed for errors on their part, then you (Rockauto) should reimburse me for the shipping because of your crazy, absurd and ludicrous contract you have with FedEx." Rockauto stated "well that's not going to happen, that's our policy".Desired Settlement: To be reimbursed the remaining $12.78 in shipping cost.

Business

Response:

This

customer ordered on Monday, 9/21/15 and chose Next Business Day

Express shipping. Our site factored in shipment the following

business day since we allow 24 hours for order processing, and we

provided the expected delivery date of Wednesday 9/23/15 during

checkout. The final checkout screen explained that the expected

delivery dates provided during checkout are best estimates

based on the usual order processing time frame and the shipping

method chosen but are not guaranteed. The

shipment had its label printed and was picked up the same day (faster

than expected), which is why FedEx tracking online showed an expected

delivery date of Tuesday.

Unfortunately,

FedEx made a mistake that resulted in this being delivered one

business day later on Wednesday 9/23/15. Since RockAuto has an

account with FedEx which does not allow us to file a claim for this

delayed order, we are unable to be reimbursed for FedEx's mistake.

However, considering the customer did not receive his order on the

day he expected after selecting an express service and seeing a

Tuesday estimated delivery on FedEx's online tracking site, we

absorbed the cost of FedEx's mistake and refunded him for the

difference between the service he paid for (Next Business Day

Express) and the service he received (2 Business Day Express). The

customer has only been charged for the service he received and no

further refund is available.

Consumer

Response:

WHAT AN EXCELLENT COMPANY TO DEAL WITH.I WILL ALWAYS USE ROCKAUTO FOR MY 59 F100 TRUCK

Review: A time sensitive order was placed with expedited shipping to this company, and I was given an estimated delivery date of Friday. Once I received the tracking information from FedEx, I saw that the estimated delivery date was the following Monday. When I contacted the business I was told to place a second order, pay for overnight shipping, and then return the original order (with the responsibility of return shipping costs being placed upon me). Meaning that I will have paid for shipping 3 times on a single order.Desired Settlement: Not sure what the Revdex.com can do for me in this regard, as this company has already disrupted my schedule beyond repair, but I wish for this formal complaint to be on the record to warn future customers of this company.

Business

Response:

This

customer placed an order Tuesday 07/15 after 9pm and chose 3 business

day express shipping. Our website program accounted for a Wednesday

7/16 shipment date and predicted a Monday 7/21 delivery (3 business

days from the day of shipment). Tracking shows the order shipped and

was delivered according to this schedule.

On

Wednesday 7/16, the customer requested we expedite his shipment

further to ensure delivery by Friday. We agreed to make the request

with FedEx, but since we shipped on time and FedEx was scheduled to

deliver on time we would have required the customer to pay the

difference in cost. The other option suggested was to submit another

order with expedited shipment for delivery by Friday, then return the

first order after its Monday delivery. RockAuto and FedEx fulfilled

their commitments, so the customer would be required to pay shipping

costs associated with both orders.

Rock auto rocks.

These company is awesome. Period. You just can't get a better customer service any where than these.

Have always had excellent service with Rock Auto.

Really good.. Clear information, no hassles and cheap!

So far, great service and great catalog.

Review: I received a part that was damaged. I contacted the seller immediately after learning the part was damaged which was the day of delivery. I was supposed to have my part on a Friday but did not get the part until Monday. The part was on a truck in [redacted] from Friday till delivery on Monday. I called the seller on Friday afternoon about my delivery and they stated the driver was in route. When I got the part it was damaged and I did all I was told to do to get a replacement part. I have been waiting for 2 months now for a replacement part and have not heard anything back from the seller since my last email July 31, 2015. I would like my part replaced and not at any cost to myself. They failed to deliver on time and failed to deliver a part un damaged. I was not there to inspect the item and if I was they would have been made to take that part back and send me one that was not damaged. Therefore, I turn to you.Desired Settlement: I want my hood for my 1994 Honda Del Sol immediately. I have been waiting since June 29, 2015.

Business

Response:

Transit

times and "Receive by" dates shown during checkout are

estimates by the carrier and, while usually accurate, are not

guaranteed by RockAuto, as our Help

page explains. This order was delivered within 5 business days of

shipment, within the carrier's standard delivery time frame.

The

customer ordered a hood that shipped via truck freight. The order

confirmation we emailed to her (sent immediately after the order was

placed) stated: “PLEASE UNWRAP AND

INSPECT ALL PARTS FOR DAMAGE BEFORE SIGNING

for truck freight shipments. It is difficult to obtain compensation

for damage after you have accepted the shipment.”

The

shipment was accepted and signed for upon delivery (see attached) at

the shipping address the customer specified, indicating that the

shipment was “received in good order.” The signed form reminded

the recipient to “check for damage before accepting delivery; do

not accept delivery if damage exists!”

Later

that day, the customer reported that the hood “appears to have been

crushed under other pallet on truck,” indicating damage occurred

during shipping. We filed a concealed damage claim with the carrier

on the customer's behalf, which - as we've informed the customer

already - takes up to 120 days after the claim is open to be

resolved. The claim was opened in early July, and we are currently

awaiting the results of that claim. Since the customer did sign for

the parts, any refund amount resulting from the concealed damage

claim through the carrier is subject to the carrier. We will contact

the customer when results are available and we will refund the

customer whatever the carrier agrees to refund on the claim.

Always prompt, always reliable, always reasonably priced.

I have purchased parts several times from RockAuto, I have never had any problems receiving my shipments in Northern Alberta , Canada . Just for the record , I was notifed on my last order that there was a less expensive shipping method to my area , resulting in a $ 70.00 savings. The current exchange from Canadian to US dollar is a problem right now , but on most items it still makes sense .

Great service and products

Good selection both by price and quality. If there is a problem it's addressed without question. Would recomend to anyone for car / truck parts.

Outstanding products and superior service!!

Very pleased with the service and products

Two separate orders from Rock Auto were half the price they would have been at my local parts store. A couple parts were not even available at any supplier in my area. Great prices and availability. Easy to use website. Top notch company!

I am based in Germany having used different sources for US auto parts over the years. Eventually Rockauto has become my #1 supplier of my automotive needs for my American cars. They're reliable, mostly reasonable priced and ship fast. Never had any issues in years. I highly recommend them to anyone seeking for an international retailer and trying to avoid being ripped off by some European parts importers with their sometimes out of world price tags. Keep going, guys!

this is the third time that I have ordered parts from rock auto ,they have the parts for my truck when I needed them . My truck is almost 25 years old 1991 dodge p/u with the Cummins diesel and it has been my work truck all this time. I am a self employed landscaper and this truck has done all of my hauling of equipment, mulch, dirt, firewood and what ever I needed to haul. It was hit and totaled and then rebuilt and put back to work. It has never really let me down or left me stranded . the prices at rock auto are very reasonable ,better than I can get at local auto parts stores and dropped at my door to boot.