RockAuto

entered 5% discount code with free shipping I got nether one

My experiences with rockauto have been very good, and I plan on purchasing from them again as the need for parts should arise.
Thank You rockauto

great auto parts company has everything for all of the automobiles and trucks that I work on great service no problems with shipping and prices are the lowest in the country!!!!!

Excellent experience end to end!

I've shopped with RockAuto for a while now. Not only are their prices amazing, but their shipping costs are extremely fair, and the quality of their parts is just as good as the parts store. In fact, they carry a wider variety of parts than the local parts stores. I honestly don't know where to buy AC Delco parts other than a GM Dealer or RockAuto. Once, I was dissatisfied with the quality of one of the sets of brake pads that I received (Wagner ThermoQuiet), there were a couple small micro-cracks in the surface of the pads. I sent a simple email expressing my dissatisfaction, and the quickly returned my email informing me that a new set of pads were in the mail. Amazing company, and great customer service!

Review: I ordered a clutch for a 2001 vw jetta from rockauto.com in mid june of 2013. before ordering I explored their website and was confused about the different sizes of clutches that the website said all fix my car. so I called the customer service to verify which size would fit my car. I gave them the necessary info about my car and they advised me to order the 228 mm size clutch for my car, saying that it would fit. so I did order the clutch. when I received the part, however, the clutch was too large and would not fit my vehicle. so I called rockauto to try and return it and tell them what happened. all of the employees that I spoke to swore that they had done no wrong and that it was my fault for ordering the wrong clutch. in addition they would not refund me the original shipping cost ($62.52). not would they refund me the cost of shipping it back to them, in order to get the refund of just the part that I ordered ($130.79)Desired Settlement: I would like rock auto to refund me, the shipping(both to and from my residence) as well as refund me the purchase price of the clutch that they said would fit my vehicle

Business

Response:

We are sorry Mr. [redacted] received a

clutch that would not work for his 2001 VW Jetta. According to our

catalog, the clutch he purchased fits a European Market VW Jetta

only. European Market vehicles are often built to different

specifications, particularly with regard to transmissions, exhaust

and body features. Customers using our site can tell when a part will

fit only European Market cars by looking at the flags found in our

part descriptions, as you can see in the part description for the

part Mr. [redacted] purchased, [redacted].

The European Union flag is a clickable

link, and the text that appears when it is clicked reads, “A flag

next to a part number or car name indicates the market for which the

part manufacturer has provided application data. Part manufacturers

often provide application data only for their local markets so we do

not know whether their parts also fit cars in other markets.”

According to our phone and email

records and based on the name, email address and phone number he

entered into his order, Mr. [redacted] did not contact us prior to

placing his order online. For parts that are ordered incorrectly or

simply not wanted, we ask that our customers cover the return

shipping and then they are refunded for the part cost upon its return

to our warehouse.

We received the unwanted clutch back at

our Madison headquarters on Monday, July 8. However, the return

instructions indicated it should have been shipped to our originating

warehouse, which is in Great Britain. We have forwarded the return to

our correct return location in the UK. Mr. [redacted] will be refunded

for the part cost less the cost of the forwarding shipping of $74.79

within 5 business days of the part being returned to our UK

warehouse. We apologize sincerely if he was confused by the flag in

our catalog, but we are unable to refund him the original shipping

for a part that was ordered incorrectly.

very easy to find my part

Review: I ordered parts from this company back in October 10/6/2015 to be exact, one of the parts I received had went bad around January of 2016 so I filed a claim on that part asking for a refund on it because it was still under warranty, they had said that they cant do a refund on it, they could only send me another part but I would have to order it first and pay for it, so I did so thinking that that's not right but I did so anyways, well when that part came in it too was bad and I told them about and I also told them that I just want a refund on the part I just bought and the lady I spoke with said that would be fine that they can do that because that part is still refundable all I have to do is send it back and they would issue me a refund back on it as soon as they got it back to the warehouse and verified that its the part I ordered, I sent it back on February 9,2016, and they got it back on Monday 3/14/2016, so I called today to see when I would get my refund back and the guy I spoke to was very rude and talked to me as if I was stupid or something I explained to him what the emails all said and what the situation was about and he said that I wasn't getting a refund after all because I didn't send them all the parts back yet, that I still had to send them another part back to get my refund. I ordered the 1 and sent back the 1 that I wanted refunded and the lady I spoke with said that they would refund me and this guy today 3/18/2016 like I said was rude and argued with me and made me feel like I was stupid and not knowing what I was talking about, and then hung up on me because he said he was through talking me and that was it. I will never order parts from these people again they are rude and unfair and they do not stick to their promises or to their warranties they have.Desired Settlement: I want what was promised in the email I received which stated that would get the refund for the part which is only $64.95

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.Rockauto has resolved the problem that I had with them, there had been some communication problems with their reps but we got it fixed and they got me what I wanted. Thank you

Regards,

I love this site they are reasonable 8n their prices and quick on their shipping. I will be shopping with them anytime I need car parts.

Very well organized website, easy to navigate and check out, offering anything I could imagine for my truck at cheaper prices than I can get anywhere else...And incredibly cheap shipping!

I have bought many parts for many different Domestic and Import cars with nothing but the right part for a great price and quality.

Great company, great prices. Customer service is very helpful. Super fast shipping. Usually always arrives ahead of schedule. Great to see its a Wisconsin based company. Go Packers.

I have been buying parts from this company for over 10 years. Their prices and selection are unbeatable. The no nonsense service could be a standard for any other company to follow. Most of the time my orders have shipped the same day I placed the order or the next business day. They are exemplary at keeping you informed of tracking numbers and order status. The shipping costs are reasonable, there is a shipping choice for every time requirement and budget. When I have returned cores
I have been credited promptly. They have even offered discounted shipping for core return. What more can I say. This is the best place to buy car parts

this is great ive been looking for these parts. The frist time I go to rock auto I find everything

I have ben getting my parts from Rock Auto.com for the past 12 yrs. And as yet, I have not disappointed! I often refer other friends and family members to Rock Auto.com

I have had very good service from Rock Auto.
Good quality parts, Great selection and Fair prices.
Recommend to all my Auto repair friends!

Review: Hello,

I’ve encountered a situation which I consider highly unprofessional and completely unacceptable.

Recently I’ve tried to file a warranty claim with RockAuto for the brake rotors under the manufacturer’s warranty (Raybestos). The claim is filed within the warranty period and yet it was rejected on the absolutely unclear basis.

As you can see from the attached copy of communication, first time the reply was containing a bogus explanation about ‘lot rot’. But this explanation is false because as it’s commonly known that lot rot on the brakes:

1. Applicable to the cars that were exposed to prolonged storage on an open parking lot and this is definitely NOT the case with my car which was driven on a daily basis;

2. Lot rot condition on standard quality rotors is completely cured by lathing the surface. Such procedure was performed TWICE, but the condition was appearing again every time.

Based on this information I made a statement that this condition has to be the substandard quality of the material for the rotors.

But what is really outrageous is the second reply. I don’t think that I can recall any other case of such arrogant and insulting behavior. Essentially, the message as I read it says something like: ‘We won’t honor your claim because we say so! We don’t want to hear or discuss anything with a little pest like you. So, shut up and get lost!’ (Sorry for the language, but this is how it sounds).

As I understand, this is considered to be a standard RockAuto customer service conduct as my request to talk to the supervisor was ignored.

I’m sure that it’s very important that you intervene and initiate correction actions within the company to eliminate such unacceptable practices.

If any additional information is required please let me know.

Regards,

[redacted].

Re: [Ticket#101625370] Order 15884119

RockAuto Customer Service

Reply|

To:

Wed 3:38 PM

You replied on 2016-04-20 9:38 PM.

Micheal,

Again, this issue is not covered under warranty. We will not be able to proceed with any claim. Further emails requesting a claim may be closed without reply.

Thank you,

Adam B.

RockAuto Customer Service

RockAuto HELP

[redacted] wrote:

This is a defect in materials. The steel is not properly treated. Lathing the rotors last fall didn't solve the problem.

So, please proceed with the exchange.

[redacted].

From: RockAuto Customer Service

Sent: April 20, 2016 10:39 AM

To:

Subject: Re: [Ticket#101625370] Order 15884119

Micheal,

The Raybestos warranty covers defects in material or workmanship. The issue you are having with the rotors is a condition commonly referred to as "lot rot" and is not something that would be covered under warranty.

Thank you,

Adam B.

RockAuto Customer Service

RockAuto HELP

[redacted] wrote:

Hello,

I've just filed the claim for the front rotors for Buick Lesabre 2000 - Order 15884119.

I believe that for the proper consideration it will be important that you have the pictures of the parts to see the extent of damage - attached.

Also, it's worth mentioning that the rotors were installed with new brake pads from the same manufacturer - Raybestos (same order). The pads definitely have wear (approximately 50%), but are holding reasonably well, but rotors are definitely not.

The outer surfaces are not bad, but the inner surfaces are just a thick layer of glaze / rust.

Thanks,

[redacted].Desired Settlement: First of all - an apology would be nice.

Second - it would be good to see a commitment to eliminate the practice of bullying the customers.

Third - properly review my warranty claim.

Business

Response:

Mr. [redacted] purchased Raybestos rotors (#56631R) and ceramic brake pads (#H5066) from us on June 14, 2013 for his 2000 BUICK LESABRE 3.8L V6. He contacted us on April 20, 2016 to request a warranty replacement of his rotors due to rust and glaze build-up on the braking surface. We explained that only defects in material or workmanship are covered, and provided a document from Raybestos (attached) showing that the situation Mr. [redacted] was experiencing is not covered under their warranty. Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the product. Mr. [redacted]’s warranty claim has been denied by the manufacturer, so we cannot process a warranty return. No further contact is required.

Consumer

Response:

I had a great experience. The parts where delivered fast and only cost a third the price of other stores.

Review: On March 11th 2015 I bought an auto part, Rack and Pinion from Rock Auto for $33.38 which includes a $200 core with my Visa from Welfargo bank.

After receiving the part I returned the core to Rock Auto about three weeks ago, which they refund $183.93 back to my visa.

Prior to the returned I call and spoke to Nate, the supervisor that my Well Fargo account is closed from 3/2015 and I no longer have any account with Well Fargo. Nate then advise me that he would have to give me a store credit. I advised Nate that I no longer want to or interested in doing business with Rock Auto and I would like my refund in the form of a check returned to me to the address they have on file. At this point am getting the round about from Rock Auto about my refund. Since then I spoke to Aaron, Chris, Nate and Hannah again and no one seems to help me with the exception on giving me a store credit which I DO NOT WANT.

I called Well Fargo spoke to one of the Manager Liz, she stated that the money was returned to Rock Auto on 7/25/2015, with reference.

I called back Rock Auto spoke to Hannah, also email rock Auto with that information.

Please help, I just want my $183.93 back.

I asked Nate and Chris if they would the credit the refund to my Suntrust account, they reply No.Desired Settlement: I just want my money.. This is my money and it's not something that was given to me by Rock Auto.

Please ask them to mail me a check to my address they have on file.

Business

Response:

While

it is not typical practice to issue refunds to anything other than

the original payment method, since the details of this situation

called for an exception the customer was issued a check refund for

$183.93 as requested on 7/8/15. The customer has received and cashed

the check refund as of 7/15/15.

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.

The on line purchases are easy to understand , the companys web site is accurate on auto parts. I sold auto parts for 30 years in my own business. I did recomend this web site to all my friends.