RockAuto

Review: Purchased a motor mount for my 2002 Volvo S80. Between 6 months and a year the rubber bushing completely dissolved making this car unsafe to use. The company only offers a 6 month warranty which I can understand for normal wear and tear but this is a defective product that creates a safety issue and should be acknowledged and corrected.

Business

Response:

As

our Policies 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.

In

July 2013, this customer purchased a part covered by a 6 month

manufacturer warranty. He contacted us about a problem in December

2014 after the warranty had expired, so no refund or replacement will

be provided.

We

monitor return patterns to ensure products with common problems are

removed from our online catalog. This is the first warranty issue

reported in our history with the product (sold over 100 times), so we

do not have reason to believe there is a quality issue associated

with this part.

I had ordered CV joints and we discovered one broken in shipment. They replaced it immediately. I was sold on them. I have ordered several more times from them. Always the best price, sometimes cheaper for genuine brand name parts than eBay. They arrive fast, usually within 3 days. I trust them to give me the name brand parts and not switch them out for a clone brand, they haven't let me down yet. AAA+++ seller.

Excellent reseller. One downside; very limited product knowledge by RockAuto customer service.

I DID HAVE AN EXPERIENCE WITH ROCK AUTO ,THEY SENT ME THE WRONG SIDE PART TWICE AND DID NOT WANT TO CHECK THEIR INVENTORY FOR THE RIGHT SIDE. REFUNDED MONEY,THEY SAID THEY WOULD CHECK INVENTORY FOR THEIR ACCURACY.ENDED UP GOING ELSEWHERE.PRICES ARE GREAT THOUGH

I am completley satisfied with the partsand service at rock auto .com and I will continue to use their website in the future

outstanding prices and customer service

I have been doing business with RockAuto for many years, and am pleased to say that my expectations have always been met. On rare occasions, I have had some quality issues with some offshore made parts - this is inevitable, beyond their control and an unfortunate reality in the auto parts business these days as manufacturers try to be competitive with low quality economy parts flooding the market. I have always found RockAuto's commitment to my satisfaction to be outstanding. The company has refunded the part price and paid return shipping on items that I haven't found acceptable. This is a great company to do business with.

Review: Rock Auto's shipping policy clearly states: " We never add extra charges after the order is submitted--what you agree to pay when you enter the order is what you will be charged." Yet, I received a phone call this morning (11-5-14) after placing an order last evening informing me that the part in question, a $153 bumper, with a $128 shipping fee, was going to cost me an additional $67 in shipping. I had previously found this bumper on another site, priced at ~$200, including shipping, but was willing to spend the extra money it would cost me due to the shipping charges Rock Auto charges, mostly because I had come to trust Rock Auto, as I am a repeat customer. I told the sales person, [redacted], that this was contrary to their stated policy, and that if he could not honor the price I had already been quoted on my order, then to let me speak to someone who could. He then informed me there was no one else who could honor that price, and that he himself had made this decision to charge me the additional $67.Desired Settlement: I want Rock Auto to simply honor their policy, and charge me the amount I was quoted for the same part I ordered, and now, due to my time in handling the phone call, and posting this complaint, a $50 rebate to my order. I would also like, as a good faith measure on Rock Auto's part, to restore my confidence in ordering from them in the future, a 20% discount on all future orders, with a 2 year expiration, and a limit of $200 total discount. That may be asking for much, but I want something in the way of a concession from Rock Auto, to regain my trust in their company, after what I feel was a flagrant mishandling of a customer complaint.

Consumer

Response:

I received your email re Revdex.com cannot request punitive damages. Duly noted; please proceed with my complaint.

Business

Response:

When

this customer ordered, we thought we could ship his bumper from a

warehouse close to the customer. When we discovered it was out of

stock, our only option was to purchase one from another supplier

located across the country. We apologized for our inventory error and

asked the customer if he was willing to pay the higher cost that

solution required. He did not want to pay that cost, so he asked us

to cancel the bumper from the order and we did so. He was not charged

for the canceled part. No additional compensation will be issued.The

quote the customer references was taken out of context on our

Policies

page. That note explains we will not add additional fees after

checkout in situations where shipping costs include special-order

supplier fees or transfer fees for international orders. The shipping

cost on this customer's order did not result from either of these

cases, but from trying to get the customer the bumper from an

alternative supplier. To avoid future confusion, we have removed this

quote from the site.

This is a great place to buy all your car parts at reasonable and reliable prices! I love doing business with rock auto!!

Good parts quick shipping. Have bought from here multiple times.

amazing company. rock bottom prices, fast shipping. Completely trustworthy. I order here weekly. No game, just great service.

I am honestly impressed by my first experience with you, your quick responses and respect of information supplied to the customer is a clear indication that you respect your customers time and businesses. There is of course a difference in terms of time due to distant geographical locations, but it is always visible that when there is an issue raised for clarification the feedback is as prompt as possible. This is what the customer always need and wants. For sure, I will come again and will recommend more.

Rock auto is absolutely the best online retailer I have ever been a customer of. Prices, quality and service is commendable. A pleasure to do business with...

I have shopped through Rock Auto for several years now and have never had an issue with them. I get the correct parts, delivered quickly. I would have to say that the quality of parts is far superior to that of their local brick and mortar competitors and would highly recommend giving them a try. Most people get hung up an the shipping costs but I have found that I get a better or name brand part shipped to my door for cheaper than buying locally. I have no complaints, they do a very good job, and thought I would write a review.

I had a customer service issue and asked to speak to the employee's supervisor. He told me that he and all of his coworkers are supervisors and that there was no one above him that I could speak to. Seems very strange that everyone is a supervisor and that no one is accountable to anyone. Very suspicious.

Excellent prices and great service. Ordered a window regulator that was half the price of O'Reilly's.

Review: I ordered ball joints from their on-line web site. The item that I received is not the item that was advertised. I ordered MOOG brand ball joints that come with mounting hardware and are greasable and serviceable. What I received was a standard ball joint that is not serviceable and has no mounting hardware.

I contacted RockAuto customer service to return the items and they informed me that I had selected a "Wholesale Discount" item and because of that, the item would not be as pictured on their web site and would come in a plain box. They sent me a link to their FAQ stating their policy on Wholesale Discount items. They even admitted in the email chain that the "wholesale discount" item was the default item selected because it was lower in price that it was my fault that I ordered it because I did not specifically change the field to "regular inventory" before adding the item to my cart. They said I could return the item but that I would have to cover the cost of shipping. I have spoken with the several times via email with no change in their policy. They still claim that it is my fault for not changing the default field to "regular inventory".

I understand that as a internet business, RockAuto LLC cannot cover return shipping on every item that is ordered incorrectly by their customers. However, in my case, it is clearly the fault of RockAuto that the order was placed errenously. Yet their customer service department will not agree to cover said shipping.Desired Settlement: Shopping on their website is misleading with the "Wholesale Closeout" items. They are selected by default but the line item contains the manufacturer, part#, picture, and technical details of their "regular inventory" item. The result is that the consumer is lead to believe that the item they are purchasing is the regular stock item at a reduced price when in fact, that is not the case. They are purchasing a generic item that may or may not match the item in questin.

Also, they do not offer pictures, technical details, manufacturer, nor part#'s for their "wholesale closeout items". They do have a policy on these wholesale items in their FAQ. But that is buried on their site and is not presented to the user before they make the actual selection or purchase of a "wholesale closeout" item.

They need to change their default selection to regular inventory to prevent consumers from accidentally ordering an item that is not what is being advertised. They also need to honor return shipping costs for customers who have fallen victim to this unintended false advertising.

Business

Response:

We are very sorry this customer

experienced confusion regarding the differences between the

Wholesaler Closeout and Regular Inventory Moog ball joints we have

for sale. He makes a valid point that our Info box does not point

out the differences in serviceable (regular inventory) vs.

non-serviceable (wholesaler closeout) ball joints.

Due to the inconvenience he experienced, we have removed all Moog

ball joints that were non-serviceable in the wholesaler closeout

category. We have contacted our supplier to confirm that these

wholesaler closeout ball joints are indeed Moog stock, which it

previously confirmed. Additionally, we are seeking ways to list

these wholesaler closeout ball joints separately over the next few

weeks, though this project has not yet been completed.

As a “thank you” to this customer for bringing this issue to our attention -- and as a compensation for

his inconvenience -- we have set up a return for him that allows him

to return the parts via a prepaid FedEx label, for a full refund of

the part cost and the proportionate amount of original shipping he

paid. We hope he will keep us in mind in the future!

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.

This is the second time I have purchased from Rock Auto and will definitely keep buying from them with all my vehicle needs. Prices are great and shipping isn't bad either. My daughter has even bought from them and we both love the great quality of parts.

Customer from Serbia. I am satisfied a lot.

I checked out the reviews for RockAuto before making any purchases and they all said pretty much the same thing, top service, great genuine parts at great prices, so I went on and ordered some parts, I live in the U.K. and I can only say the same as everyone else the service was extremely efficient and quick considering they had to send the parts overseas, would defiantly recommend them to any in the U.S. and defiantly out the U.S.