RockAuto

Review: ORDERED A POWER STEERING PUMP FROM ROCK AUTO. MADE APPT FOR INSTALLATION AFTER DELIVERY .MECHANIC OPENED BOX AND SAID WRONG PART-NO PULLEY. SINCE I WAS HAVING SERIOUS ISSUES DRIVING THE CAR AND I WORK 30 MINUTES FROM HOME HE SAID HE COULD GET THE CORRECT PART FOR THE FOLLOWIND DAY AT ADVANCED AUTO (5 MINUTES AWAY FROM MY WORK PLACE) I TOLD HIM TO ORDER PART BECAUSE I COULD NOT WAIT TO RETURN/EXCHANGE ROCK AUTO PART. ON 07/06/15 PARTS WERE IN AS PROMISED AND HE PULLED THE CORE AND GAVE TO ADVANCED AUTO. PUMP WAS INSTALLED THAT AFTERNOON. ON 07/07/15 RETURNED PUMP USPS. ROCK AUTO RECEIVED PUMP ON 07/09/2015. THEY CLAIM CREDIT IS 2-3 BUSINESS DAYS SO WHEN MY ACCOUNT WAS NOT CREDITED ON THE 14TH OF JULY I CALLED THEM AT 5.45 PM. THEY SAID THEY WOULD CHECK INTO IT. AT 10.35 PM THEY SENT ME A NOTE STATING THEY CREDITED MY CREDIT CARD IN THE AMOUNT OF $38.00. IT SHOULD HAVE BEEN $93.93. I SENT MESSAGE.. THEY RESPONDED STATING THEY ONLY RECIEVED THE CORE. I PRINTED RETURN INSTRUCTIONS WHERE THEY ASK REASON FOR RETURN AND I PUT WRONG PART AND PUT IN BOX WITH PART AS THEY INSTRUCT U TO DO. THEN I RECEIVE ANOTHER MESSAGE STATING SIMPLY WRITING WRONG PART DOES NOT CHANGE STATUS.THIS IS WHAT THEY TELL U TO DO. I HAVE ALL PAPERWORK, RECIEPTS, ETC ,MECHANIC WILL VERIFY WRONG PART IF NEEDED. PLUS,I F THEY TELL US TO PUT RETURN PAPER INTO BOX, WHY ARN'T THEY READING IT?? AND THEN THEY OPEN A BOX AND DON'T NOTICE A BRAND NEW PART. NEW PART IS A LOT DIFFERENT FROM A RUSTY,DIRTY,GREASY PART.Desired Settlement: TO HAVE MY 53.49 RETURNED TO ME.

Business

Response:

When this customer returned his part, she returned it using return instructions that indicated she was returning a core rather than a newly received part. When it was received back, core credit was accordingly issued. After returning the part to us, she reported to our representative that she ordered the wrong part. We have since confirmed that it was in fact a new part that was sent back, so the customer was refunded for the remaining cost of the part to her original payment method on 8/13/15.As our Help page explains (http://www.rockauto.com/lang/en/answersTab4.html#Returns), every part we sell may be returned within 30 days for a refund of the part price. Shipping charges are not refundable unless the return is due to our mistake. Since the customer reported that she ordered the wrong part for her vehicle but we shipped what was ordered (which is not advertised as including and does not include a pulley), shipping is not refundable.

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. Regards, [redacted]

Rockauto is the best place to buy parts. lowest prices and quick shipping. I've stopped shopping at local parts houses because I find everything I need at rockauto.

Bang for your buck, all the parts you need for a cheap price

Great parts, service, & best of all -PRICE !!!!!

Review: on friday 2/27/2015 I ordered a list of parts for my 99' gmc gimmy. when I clicked the last submit button to confirm payment all of the parts including the part in question. when I looked at the order confrimation after the right headlight was missing from the list. the total price for all parts was $420.97 and that never changed. they say I was only charged for 1 however I dont understand how it was there and I need it but now im not getting it. with out this part I can not drive my vehicle so 1 part missing none of them help me. I made the list of parts based about a month ago so I knew how much I had to save. I can not afford to pay another shipping payment when I got them together to save on shipping.Desired Settlement: I want the headlight that matches the one I ordered. it was not a mistake made by me and things do happen however their end of the transaction glitched not mine. I want either the part or shipping lables to return their things to them and a full refund of $420.97.

Business

Response:

When

customers place orders through our website, we send them itemized

order confirmations within minutes of the order being placed which

show the parts ordered alongside their prices. This customer's order

confirmation (see attachment) shows that he did not order and was not

charged for a right/passenger's side headlamp assembly. There was not

a “glitch” in this process - he only ordered and was charged for

one left/driver's side headlamp assembly: part number GM2502174.

The

customer is welcome to purchase the part he needs by placing a new

order through the website. As our Policies

page

explains, everything

we sell is returnable for full part cost credit within 30 days.

Shipping

charges are not refundable unless the return is due to our mistake.

Since no mistake was made on our part (we shipped and charged for

exactly what the customer ordered), he is welcome to return any parts

he doesn't want for a refund of the parts' cost. Shipping costs are

his responsibility. We have emailed him the return instructions he

has requested for return.

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.

I am a backyard mechanic and have used Rock Auto many times for repairs to our family's cars and trucks.. Their prices and service has always been excellent! I live in neighboring Minnesota and the delivery times are always incredible.

I've ordered several items from Rock Auto many times and have never had a problem. They are extremely efficient and everything is shipped quickly and well packaged. Thank you!

Selection and pricing are well presented. Parts I've ordered in the past always arrived with no problem.

Review: Purchased Raybestos #[redacted] Wheel Bearing & Hub Assembly along with many other parts to rebuild the front axle assembly on this 2005 Chevy Colorado truck from Rock Auto on 4/7/2014 (confirmation order # [redacted]). I installed these parts on the truck on 4/12/2014 when the truck had 129,790 miles, not sure how soon after this part actually failed (or started to have endplay in it) but noticed the play while working on the truck on 6/2/2015 when the truck had 137,961 miles, for a different issue. I called Rock Auto asking for warranty replacement part and they said the warranty is for 12 months so they would not replace it. I have since called the, back and told them I did not feel this was right since the original OEM part lasted over 129,000 miles, still will not replace, I have also called Raybestos directly, they said the warranty is thru Rock Auto since they have such a low contract selling price with them. ONLY 8171 MILES AND IT IS BAD??? I have been watching this part, it is not getting worse but local tire installer will not do required alignment on this vehicle until this bearing play problem is resolved, so for this reason, and for safety reasons, I need to replace this bearing. By the way, this was certainly not the cheapest version of this part that Rock Auto sells for this truck.Desired Settlement: Rock Auto should replace this Raybestos # [redacted] wheel bearing & hub assembly and provide shipping at no cost to me. I am willing to provide the labor. Yes I did install all of these parts and torqued everything to the service manual specs which I can provide if you'd like. This issue is on the right front side, I replaced all the same parts on the left front side at the same time, everything is fine on that side.

Business

Response:

Mr. [redacted] purchased this Wheel Bearing & Hub Assembly on April 7, 2014, but did not contact us about a problem with the part until June 3, 2015. We explained that Raybestos offers a 12-month warranty on their Wheel Bearing & Hub Assemblies and his warranty was expired. Warranty information is provided on our Warranties page and on the product’s INFO page in the catalog. The customer is also able to find warranty information at the Raybestos website on their Warranty page. We are not able to assist with a warranty replacement on an item whose warranty has expired.

Consumer

Response:

It appears that I should have inspected the wheel bearings within the 12 month warranty period in order to receive the warranty, at 8171 miles I would not think this failure should NOT have occurred and I bet that it was bad prior to the time I inspected it. It is very obvious to me that Rock Auto has no concern for customer service after the sale and I will simply not do any future business with them and will spread the word to all my friends who do their own repair work.

My son and I have been ordering parts from RockAuto for quite a few years, and have everything GOOD to say about them. We, and others in our area of New York State highly recommend them, they are very dependable and offer quality parts. I personally recommend RockAuto to other people looking for quality for a reasonable price.

Sincerely, [redacted]

Not only does [redacted] rock, so does rock auto. Rock auto is a professional business that is a pleasure to deal with. It is easy to order what you need on line and if you have a question about your order there are employees that are xcellent, polite and caring with their answers. Your prices are fair and the choices are many, I have at least five auto parts stores within five miles of my house, my choice is to deal with Rock Auto. I am 74 years old and have been buying auto parts for a long time and I can say your company is the best.

I love the service these great people provide. Very reliable and great parts,very good prices. I tell all my friends about rock auto is the place for there parts to. Great place and people to deal with. Thanks alot. [redacted]

Rock auto is the best place to buy parts for your vehicle. Even hard to find items are no problem for the rock" I've been a customer now for about 5 years and it's always a pleasure to order from them. if you're a pro mechanic or a Saturday mechanic you should have Rock Auto in your Favorites file. They're the best.

My experience for years with RockAuto has been the most positive I could have ever imagined. Very good customer satisfaction and great products. I just can not say enough good about this company! Thanks for being very user friendly and helping me keep several vehicles in good working order! Very happy customer.

I have been ordering from Rockauto for the past five or six years and to this day I have yet to have any problems with my orders. All of my orders arrive promptly with no issues at a cheaper price for quality parts. Even with the shipping my parts are cheaper than the local parts stores. I cannot comment on returns because I have never a single item. I recommend RockAuto to all of my friends.

Bad experience after doing business with them for years. Customers service is POOR.

Review: I purchased a motor from Rock Auto on may 15th of 2015. Was delivered around May 26 of 2015. My mech installed the motor with all new parts on it too make sure I wouldn't have any issues in the future. After installation he was unable too get the car to start so though it might have been the alarm system had locked it from starting. Around July 5th it was taken to a dealer to have the alarm reprogrammed to see if that was the issue. Found out that wasn't the problem. Called Rock auto an they in turned refereed me to there supplier to file a complaint, I did call there supplier an files the complaint like I was told. After about a month of testing an running around with there supplier an the dealer the dealer concluded the motor I bough from Rock auto was bad according too all the specs from the manufactory of the car. There supplier took the motor back for testing an they concluded there was nothing wrong with there motor an denied my claim . Yet here it is now Aug 11th may car sits at the dealer with no motor in it an neither of them was to except blame for a defective product I was sold. They offered too send the motor back but I refused it because I wasn't going though it again,Desired Settlement: All I'm looking for is for someone too except the responsible to repair my car since I bought a motor in good faith an now I have nothing to show from it. They can even send the money to the dealer because I don't want too be accused of pocking it. Amount to complete the repairs on my can plus the cost of all the testing an removal an reinstalling comes to around 3500.00

Business

Response:

The

customer has been refunded in full for this order.

Consumer

Response:

The issue I'm having now with ROCK AUTO is getting a full refund from there company. There claiming the motor that was to them is a warranty core motor. Yet the company whos there supplier said it was a return motor an offered too send it back too me. I was told by my bank too refuse the return. Since there supplier paid for the return shipping of the motor since it was found defective by a Kia dealer. The charge for a core is 410.00. So far our of that 410.00 I have received 282.50. There claiming since it is or was a warranty core they don't have too return the shipping an handling. Yet I no my mech has seen any warranty papers from ROCK AUTO since they claim they don't issue warranty's. If this motor is what they claim as a warranty core why would there supplier offer too return it too me claiming there was nothing wrong with it. I don't believe a company would send a core in replacement to someone who purchased a motor. The claim that's left is 127.50 to complete this issue with ROCK AUTO. Attached is a copy of the email I received from ROCK AUTO concerning this issue. Thank You

Business

Response:

Per our initial response, this customer has already received a full refund for his original order cost via his successful VISA charge-back. However, due to the fact that he returned two engines (old, broken one and new one), we also issued him credit for his old engine above what he paid for the order. We mistakenly deducted the original shipping from the core, treating that as a warranty return wherein shipping would not be covered. Our Warranties page explains that 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: shipping costs or other expenses (http://www.rockauto.com/docs/warranty.php).However, as a goodwill gesture, we have since issued Mr. Lotridge the remaining $127.50 shipping credit. Mr. Lotridge has confirmed that this will resolve his concerns and all complaints will be closed.

helpful in returning an incorrect part. helped set up shipment and return label

Excellent company to deal with! They're prices are reasonable and we received our order in a very timely manner. We've ordered a replacement lift gate handle for an 03 Hyundai Santa Fe and a headlight assembly for an 00 Ford Excursion. All of the parts ordered fit perfectly on each vehicle. We will definitely order from them again.

great place to get parts
never had any problems