RockAuto

Great company. Good prices, fast shipping, and always willing to work with you if parts are not right.

1ST CLASS COMPANY WITH FIRST CLASS SERVICE!!!!!

This business has very poor customer service. They offer a coupon code then have no coupon code box for it. One assumes that there will be a place to enter it when continuing on through the order screens but instead you end at the order completed screen before being able to enter a promo code. I would have called up right away, but it is after business hours. I call the next day around noon at my first opportunity since I work, and they flatly refuse to give me the coupon code of 5% off. Then I am told they hide the promo code spot on purpose in the how did you hear about us spot. I try to explain that they can just credit my card back the 5% difference since they already shipped my order, but I am told that would cost something to the company because they would have to get someone to do it. Wow, you can't get someone to do customer service work because it would cost money? This is in the top two worst customer service reps I have ever talked to with the come to your door steak people being the near competition.

RockAuto well they rock! Yes I sound like I'm from the 80's and proud to say I am. I can't comment on return issues because in more than ten years I don't remember ever having to return anything. Quality parts, quality employees and great prices to boot. What more do you want?

I'm a returning customer who loves this place.low prices,brand names,whats not to love?

I've been ordering parts from Rock Auto for several years now and couldn't be happier with the quality of service and the ease of use of their website. Rock Auto is my first and only destination when ordering auto parts online.

awesome...

Awsone coustumer service

Parts are easy to find using the Part Catalog and the diagrams help to confirm correct parts. Estimated arrival dates have been met for me. Pricing is similar to local parts houses including shipping. OEM parts much less expensive than dealer.

Review: I ordered multiple parts called 3 times been lied to that they will fit my car I placed order as instructed received items wrong and 1 item damaged they have not refund my money for the item damaged they want me to pay to shipp items back 3 time to pay for shipping

This Business is scam they lie and cheat people we need to file class action lawsuit and shut them down.

This order was shipped 155 days ago.no refundDesired Settlement: $600 they owe me.

Business

Response:

We are sorry if there was any confusion

regarding this customer's returns. The hood he references, which

arrived damaged, went through the freight carrier's claims process.

The claim was denied. However, given that there is reasonable

evidence that the carrier may have been accountable for the damage,

we will consider a negotiated refund for the hood, if that will

resolve the customer's concerns.

Regarding the other two parts he

references, the bumper covers, we offered him a return for a full

part cost refund on July 22, 2013, as indicated in our response via

the Revdex.com. We have been waiting on the bumper covers to be returned

since. We have not received any tracking numbers regarding the return

shipments, so we can only assume he has not yet returned them for the

agreed-upon part cost refund.

Given the prolonged nature of this

situation, we are willing to credit him $120, half the cost of the

hood and the proportionate amount of the shipping he paid for it, as

a negotiated refund, to account for the troubles he experienced with

this part and the ensuing freight claim.

We cannot issue any refunds for the two

bumper covers until they are returned. If he has shipped them back to

our warehouse, we encourage him to provide us with the tracking

number(s), so we can verify their return and issue his refund.

We encourage him to email us directly

at erica at rockauto dot com, indicating both a) whether he would

like to take advantage of the $120 refund for the hood and b) the

return tracking number(s) for the bumper covers.

Rockauto ROCKS great car parts and service thank you for being rockauto

Review: I placed an order of 2 front wheel bearings(1 left 1 right) for my 2006 Lexus IS 350. it was shipped by [redacted]. It is rockauto's policy that no signature is required.

According to [redacted], my order (tracking# [redacted]) was delivered on Thursday April 23 2015 at 9:45 am. I never received the package, supposedly stolen from my front door.

I have already filed a police report, with close to zero chance of them recovering it, and I don't have home insurance either.

Here's the issue: I think its more than 50% of rockauto's fault that:

1) No signature required policy: according to their policy, no signature is required, except when the delivery driver deems it unsafe to leave the shipment at the house. I believe it should be up to the buyer to decide whether they want a signature require or not, and it should not be up to the delivery driver. In this particular case, I guess the [redacted] delivery driver is somewhat responsible for this, as my neighborhood is quite close to downtown, and not a safe area.

2) Rockauto does not offer insurance upon purchase. I think the buyer should have an option whether they want to purchase insurance for their shipment.

I think rockauto should at least resend me just the front left bearing at no cost, as mine is getting bad. The reason why I decided to buy online is to save money, not put myself in this kind of trouble.Desired Settlement: I'm not even asking much, I'm just asking that rockauto at least resends me just the front left wheel bearing at no cost (I originally purchased both left and right).

Also they should also change the store policy, to prevent this from happening again to other customers.

Business

Response:

As our Help

page reminds customers, a signature is not required for most

shipments. Most customers prefer this policy since it enables

delivery of needed parts during workday hours. If customers wish to

require a signature upon delivery, they can contact the carrier

directly to make this request or have the package held at a local

pickup facility. This customer communicated that he believes it was

stolen after delivery. Since we shipped the part he ordered and the

carrier provided the service he paid for (delivery), the customer

would need to address a matter of theft with local authorities or his

insurance company. If he does not have home owner's/renter's

insurance, the local authorities would be the only course of action.

Like most online retailers, RockAuto does not offer theft insurance

for the parts we sell. No refund or reshipment of the stolen part

will be provided.

great web site lots of products available and fast turnaround

Review: Purchased multiple "wholesaler closeout" parts Advertised same as Manufacturer, private label, private packaging, etc. They are not the same. Some of the parts appear USED, and some are Missing Hardware which makes them uninstallable. As stated, these parts are not the Same as what they are advertised as.

Ordered multiple times from Rock Auto and Never had a problem until this order. I requested reimbursement for shipping both ways. I should not be paying double shipping for misrepresented parts.

Rock Auto purchased a load of wholesale parts from Car Quest, failed to check quality or compare items, and then shipped them out. Mistakes happen, all companies make them, that is life. Putting the blame on their mislabeling and misadvertisement is dishonest, it is also very poor customer service. Do not put the onus on the consumer.Desired Settlement: Requesting Reimbursement of Shipping both ways and Refund

Business

Response:

We are very sorry this customer

received parts that were missing hardware. We've set up a defective

return for him to return that particular part, and he has been

refunded for its part cost, along with the proportionate amount of

shipping he paid for them.

Regarding the parts that are labeled as

CarQuest when he was expecting Moog, the customer purchased private

label packaged, wholesaler closeout parts. Per our description online

for private label packaging, “Private label packaging may have

other company brands stamped on them as part of a wholesale

closeout special”

(http://www.rockauto.com/lang/en/answers.html#privatelabel).

The parts themselves are Moog parts, and should fit and function the

same as the original equipment manufacturer's parts. The parts should

also be brand-new, but the boxes or packaging may be older or

dustier, due to sitting on our warehouse's shelf for longer than

fast-moving, new inventory. We have set up returns for this customer

to ship back the parts he does not want, which are Moog parts in

CarQuest boxes, and we have refunded him for their part costs. We are

unable to refund the original shipping on parts that are simply not

needed or wanted, per our return policy

(http://www.rockauto.com/lang/en/policy.html#Returns).

I have been using RockAuto for years. They have been a very good company to order parts from. I have only positive things to say about RockAuto

Review: Shipped the wrong part marked with the right part numbers and refused to do anything because it was beyond 30 days in which "I was expected to check that the part actually fits'.

It's clearly their responsibility to check the correctness of the catalog and the parts shipped and can not be limited to 30 days.

Started to ignore my e-mail after I've asked to hear from their supervisor.

[Ticket#100763102] RockAuto Order [redacted]?Desired Settlement: I just want the correct parts (filters - 3 pcs).

An apology and corrective actions would be quite appropriate as well.

Business

Response:

We're happy to accept returns within

our 30 day return policy, as our Help

page explains. If we make a mistake and the problem is reported

within that time frame, we can offer a return for replacement or full

refund. This customer ordered air filters in September 2013 and

didn't report a problem until May 2015. After 1 year and 8 months,

the order is well past our return window and beyond the

manufacturer's warranty. No return for replacement or refund will be

accepted. This has been explained multiple times by multiple

representatives. Since continuing to provide the same answer is not

productive or necessary and the customer's communication has taken a

disrespectful tone, we have chosen to discontinue replies to

communications regarding this matter.

Consumer

Response:

Review: I ordered fuel injectors from rock auto for a 2005 subaru forester xt (turbo) the part number is [redacted]. It is a remanufactured part from GB remanufacturing Inc. The picture displayed is the part that is currently installed on my vehicle. it is a yellow top side feed injector with a metal nozzle and 12 orifice and has a red ring located between the two rubber O-rings. The part I received does not match the picture, it is a yellow top side feed injector with nozzle that is ~6mm shorter and has a plastic cap with four claws it also only has 4 orifice and has a green ring between the O-rings. Both dealerships have advised against installing these in my engine. and I contacted AUS Injector to ask what the difference is to which they said that there is a 10 degree difference in the spray pattern. Upon contacting both rock auto and GB remanufacturing I was told that they will work and that subaru just made some different ones. there is obviously a difference between them otherwise one would not exist or there would simply be no reason to make different ones and when I asked for the part number from subaru they gave me the part number and told me that they have the 12 orifice nozzle. I pointed out that these do not match the picture that is attached to the product and that it does not state anywhere that the product could be different upon arrival. I was told I could return them but I have to pay shipping both ways, which I dont think is fair as this was not my mistake. They assured me that these were the correct part as they have sold 41 and have had no complaints but the problem with that is that they offer the same part as a rebuild service where you send yours in to be rebuilt. so if someone sent theirs in they would obviously not have this issue. also it is entirely possible that some of the subaru foresters have the 4 orifice fuel injectors and that those were what they needed. my point is that there are many variables.Desired Settlement: I believe that the product should be refunded and the shipping charges reimbursed as the product was misrepresented by the picture they have posted with this product. I would not have ordered this product if it had the picture of what they actually are.

Business

Response:

We are very sorry this customer

received fuel injectors that appeared to be incorrect for his

vehicle. We verified with the manufacturer two separate times that

the injectors were correct for his year, make, model and engine size:

a 2005 Subaru Forester 2.5L H4 Turbo DOHC. The manufacturer confirmed

the dealer originally made several variations of the fuel

injectors,with different color o-rings. The green o-rings with 4

orificies will fit and function on this customer's vehicle,

like the original fuel injectors.

The customer chose to reverse his

PayPal transaction and file a dispute. He returned the fuel injectors

to our warehouse and was issued a refund via PayPal for $170.42, the

cost of the 3 fuel injectors he purchased, the 3 fuel injector

o-rings and the proportionate amount of shipping he paid for all the

parts. RockAuto maintains that these are the correct fuel injectors

for his car.

Great service. Got the part I needed fast. Will use again!

just picket up a cruise switch for my 2012 f150 XL came in four days here in Canada put the switch in took it to the dealer got it programmed now we are cruising big saving

I'm not going to write a long review, just very short: they are good. I'm serious.