RockAuto

I have dealt with rockauto for years. unless I need the part today, I order from them exclusively. never had a problem or a need to return anything. I have even finally convinced my mechanic to switch to them.

this is the first place I shop for my parts and in most cases the only place.

Review: I ordered a replacement wheel for my car intending it to match OEM. The Rock Auto website describes a bright silver painted wheel and has a photo containing a disclaimer that it

may not be representative of the product. The description does indeed describe the OEM wheel (a combination of polished and painted), which is the picture on the website. I think that any reasonable customer would have no reason to expect anything else. The wheel they shipped is completely painted. Although it could indeed be described by the website description, a reasonable customer would have the same expectations as I did, as the description also described the OEM and the website picture. The difference is in the pattern of the finish on the wheel. I contacted customer service twice and both times was told that the text description prevails (even though it describes the obvious alternative). They will accept the item back for refund, but not the shipping charges to my house and back to Rock Auto. I would like both shipping charges refunded, as this product representation is misleading to any reasonable person. Note: I think that RockAuto agrees with me, as they have removed this item from their website.Desired Settlement: I will be refunded the purchase price of the item, but I also want the shipping to ($13.84) and from ($11.34) my house refunded (Total $25.18).

Business

Response:

We

are sorry this customer received a wheel that arrived a different

color and texture than he was expecting. Our website's INFO page,

which is linked directly next to the part number in our catalog,

indicates, “Representative image of wheel shown. Refer to catalog

description for color/finish. Center caps and lug nut covers are not

included.” The INFO page link to the part the customer ordered can

be seen here:

http://www.rockauto.com/catalog/moreinfo.php?pk=2468812pk=2468812&cc=1432173...⇄ />
The

customer ordered the “Bright Silver,” “Reconditioned” wheel.

“Reconditioned” is described in that INFO page as including “a

new oven-baked powder coat to give the wheel a lifetime of beauty,

performance, and wear,” so the customer was notified ahead of time

that the reconditioned wheel he ordered would be painted in its

entirety. The “Bright Silver” description indicates, “Bright

Silver is a shade lighter than a Medium Silver,” which implies that

the wheel is not simply polished but also coated with a “shade”

of paint or powder coat, chosen from a spectrum of various silver

shades available to the remanufacturer.

Typically,

when customers wish to return parts that are simply not wanted or

needed, we ask that our customers cover the return shipping to ship

back the parts for a part cost refund.

In

this case, the customer was shipped the part he ordered, i.e. our

warehouse shippers did not make a mistake in pulling the wrong wheel

off the shelf.

The

reason the wheel is not showing up in our online catalog currently is

not due to the customer's perceived discrepancy in the colors offered

and what he actually received. The part is not appearing in our

online catalog because it is no longer in stock.

We

understand his confusion and frustration, and we want to address his

concerns. If he has any ideas about how we can make these painted

options clearer in our catalog, we would be open to considering and

implementing those suggestion. Since we disclosed up front all of the

information he would need to know to order as clearly as currently

possible, we are unable to refund his original shipping or cover the

return shipping it would cost for him to ship the wheel back.

If he

wishes, he can generate a prepaid FedEx return label at our Order

Status & Returns page. We offer this option for customers who are

responsible for return shipping, but since we have FedEx accounts, we

are able to pass along our FedEx account discounts to our customers.

Thus, the shipping using our prepaid label would simply be deducted

from his refund and he would not be responsible for the out-of-pocket

cost of return shipping.

Business

Response:

We are sorry this customer is disappointed about needing to pay for the return shipping cost and for the shipping he paid for the part. Given the information clearly disclosed on our website, he was not "fooled" by RockAuto and was in fact informed that the wheel would arrive painted a bright silver color in its entirety before it was ordered and received. We are unable to refund the original shipping he paid, nor do we think it is reasonable to cover return shipping for a part that was shipped correctly and clearly described on our website.

Consumer

Response:

Their website will charge your credit card incorrectly and customer service is like reasoning with a 10 year old kid. I ordered a radiator assembly and used a 5% off coupon code at checkout. Coupon worked while in the cart however once the order was complete I received an email with an invoice at full price. After going back and forth with customer service they insisted I never used a coupon during the checkout and refused to credit me the few dollars that I was incorrectly charged. It is unbelievable that any company would treat their customers like this. This is [redacted] and I 100% will never order from this company again!

great prices and great service.

Excellent parts for half the price of parts stores.
Fast shipping too.

Super pices ,fast shipping,good quality.
Canot find a better site

This company has the worst customer service, sent me the wrong part acknowledged the part was wrong but made no attempts to make it right. Actually had a manager scream at me over the phone. My car was stuck broke down not running due to the wrong parts from rock auto I was stuck absorbing the cost of a rental and sourcing the correct part. Rock auto wouldn't even over night me the correct part.

RockAuto has good prices and selection, and the website is easy to use.

I have used RockAuto for my last four auto part purchases. I find that they have good prices, lots of choices and probable the best web site out there. Keep up the good work.And thanks for the help along the way.I mean, if you e-mail a question to them, they have always gotten right back to me. Outstanding!!

Review: I made order [redacted] on Nov 18, 2014. Part of this order included 16 valve lifters for my Chevrolet TRacker. After

spending over 10 hours installing the valve lifters I discovered that 5 out of 16 valve lifters were defective. That is a 31% failure rate - they never worked - the engine made more noise than before I started the repair. I contacted RockAuto saying that I wanted a refund since with a 31% failure rate I would have to dismantle the entire engine

for a third time since, on average, I would have 1 to 2 defects in the replacement lifters. RockAuto refused to reimburse me for over $1000 worth of labor. They also refused to take back the Chinese lifters they sold me. I replaced the lifters with Japanese lifters that work perfectly. Selling internal engine parts is not like selling light bulbs, the amount of labor involved to replace them is enormous. Obviously no one in their right would accept 5 substitute parts. In addition parts with such a high initial failure will have to be replaced in a year or two - another $1000 of labor. I want a full refund of the $175 I paid for these defective lifters. I can mail them back to RockAuto but they are refusing to take them. I am surprised that RockAuto could have a good rating here, look at resellerratings.com if you want the real story.Desired Settlement: I want a $175 credit on the credit card I charged to. I can mail the defective parts back to RockAuto so they can resell them.

Business

Response:

This customer purchased DNJ valve

lifters on 11/18/2014 that are covered by DNJ's 12 months / 12,000

miles warranty. On 2/17/2015, the customer contacted us requesting a

return of the installed lifters for a refund. 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.

We offered to provide return

instructions for the 5 failed lifters for reshipment of the same

product, as the manufacturer's warranty offers. The customer

indicated that he did not want replacement products but would only

accept a refund for his returns. We're sorry he received several

defective parts., but we have explained multiple times that

reshipment is the only option the manufacturer offers under their

warranty. The customer has unsuccessfully attempted to charge back

the funds via his credit card company and continues to request a

refund for these products.

Should the customer wish to return the

5 failed lifters for replacement under warranty, he is welcome to

contact [redacted]

before 11/18/2014 so we can provide the return instructions necessary

for return and reshipment. No refund will be issued for these

lifters, since neither our

30 day return policy nor the manufacturer's warranty offer this

option.

Consumer

Response:

Rock Auto sets the standard for mail order anything! Quality and selection are outstanding, as are price, availability and quick shipping. I had one defective part and they gave me immediate credit with no delay or argument. I am not a big quantity customer of Rock Auto but I am so pleased with them that I never even look elsewhere-- and I am "tight with a buck". There simply isn't any point in shopping around; Rock Auto Parts is the standard of the industry.

Never have one single issue with parts or service from RockAuto. Best online source for auto parts at an extremely competitive price compared to other suppliers

The radiator for my 2000 Kia was not a good fit. I made it work, but it wasn't fun ! [redacted]

Rockauto is excellent I have been using them for years great products at great prices and I have never had any problems with them

This place is a true gem, prices are great, website is extremely user friendly and parts arrive on time!

Great place to shop. Excellent quality parts, service and shipping.

I have ordered from RockAuto several times. Their parts catalog is easily searched for the parts you are looking for. The parts are delivered on time and you can easily keep track of them because they send you an email listing tracking numbers and also you can check your order status whereas many companies still do not have this feature.

Great company...Since I've been dealing with them, I've had one item that was damaged when arrived and they took care of it immediately without any hassle. All my orders have been shipped promptly and have been grade A parts. Most of the parts for my 70 Ranchero have been new old replacement parts that were still made in the USA! Can't beat that!

This place is great! We have ordered several parts from here and have always been pleased and will continue to order from here and recommend everyone else to do the same!!!