RockAuto

I have been using Rock Auto for over 10 years and they have never let me down. Their prices are the best, their service is the best and they have a good selection to choose from. If I get my order in by Wednesday or Thursday I usually have the parts by Saturday. And that's with the lowest cost shipping option. I don't have to waste time calling local parts stores looking for what I need. Even entire exhaust systems have been delivered to my door.

They provide great service and excellent parts and pricing. We've ordered many things, and haven't been disappointed yet! Thank you!

Rock Auto has always sent the right part and has an extensive selection.
The price has always been well below dealer cost and of excellent quality.

I'm always happy with the prices Rock Auto has. Also every part I've ordered has been delivered in a reasonable amount of time.

Great place to buy your auto parts. Tons of selections and they even tell you what the part is used for and what it does. Great job to Rock auto,

Review: Purchased Brake master Cylinder for my car. master cylinder Arrived it was the wrong one.. Called them, they said there was a disclaimer and it was noted in the bottom small print the particular about this item. but It was not.. there was only an abbreviated Explanation which by no means explained what they were talking about.. my car has Anti lock brakes.. it said that this was for my car. but in the bottom it said: "EXC" which only the staff know's that that excludes the cars with Anti lock brakes. and so.. by no way shape or form was I Informed that this item did not fit my car. in fact I was informed that it did and I was aware that this did fit and was the proper item for my car. the item costed $38.43 and after fighting with them having my car broke down for weeks they send me a refund for nearly have the total. and I hope wisconsin excludes them from having a business license. because in my opinion they are a fraud. and I should have at least received a replacement or at least a full refund because they cost me damages.. shipping to and from my house.. I had to pay for them to ship it too me.. and I had to pay to ship it back to them.. and they only gave me a 22.19 cent refund.. so it actually cost me about 50 dollars.. and I still don't have my car fixed.. !! so pleasure doing business with ya RockAuto.... !!Desired Settlement: Full Payment and Apology

Business

Response:

We are sorry for any confusion. The Wholesaler Closeout master cylinder that Mr. [redacted] ordered was listed in our catalog for a 1995 Chevrolet Monte Carlo 3.1L V6, with a note specifying “EXC ABS”. We are not sure what he thought “EXC” might stand for, but RockAuto and the Oxford dictionary (attached) understand this to be the standard abbreviation for “except”. As our Help page explains, if there are limiting factors (like "RWD vs. 4WD" or "w/ A.C. vs. w/o A/C"), they will be listed in the description. Please read listings carefully to ensure they match your application. Per our return policy, every part we sell may be returned within 30 days for a refund of the part price, but shipping charges are not refundable unless the return is due to our mistake. We refunded the purchase price of the part, $22.19, on 3/29/16. No additional refund is due. Reference:exc.. Oxford Dictionaries. Oxford University Press. http://www.oxforddictionaries.com/us/definition/american_english/exc. (accessed April 06, 2016).

Review: Paid for 2 day shipping to receive parts 6 days later. Received incorrect parts due to a "catalog error". Company is unwilling to do anything to resolve situation. I was told that I could go online & order the correct part & pay to ship it again while I wait for refund to my card & my customer sits additional time down without a vehicle.Desired Settlement: I want the correct parts shipped overnight so that I can complete the job I was employed to do. I would also like a full refund of all shipping fees due to delay of shipment.

Business

Response:

We're sorry this customer got the wrong

part. We corrected the catalog, provided him with a prepaid shipping

label to return the part, and refunded him in full including all

shipping costs.

He is welcome to purchase the part he

needs online. He is responsible for shipping costs on a new order.

Ground shipments usually arrive in 1-5 business days, or he can

choose a expedited shipping method if he needs the part quickly.

He ordered the evening of New Year's

Eve (Wednesday) with 2 business day express shipping. Due to the

national holiday (New Year's Day) Thursday, his order shipped Friday

as our site told him it would when he checked out online. Weekends

are not considered business days. It was delivered Tuesday, 2

business days from the day of shipment, as our site told him it would

when he placed his order.

Consumer

Response:

They are a very easy company to deal with never been disappointed with them the way they do business in regards shipping to Canada is second to none they are my go to place for parts for my vehicles

I'm a first time user of RockAuto the experience I got from parts to customer service was outstanding I will be back.

Rock Auto sent me the wrong part and contended that the correct one was shipped. Customer service changed the reason for the return from"shipped wrong part" to "part not wanted." They wanted pictures of the part they sent prior to my returning it. These were supplied. They still demanded that they shipped the correct part even though it in no way resembled the part pictured on their website. They would not refund shipping costs even one way or issue a credit. Misleading pictures of parts for sale is false advertising, and downright fraud. Attempts to explain this to them via email and phone were fruitless. Buyer beware!!!

No problems!

This connection (R.A.) is both a great supplier and has given a terrific selection to choose from. Most times we are at the local repair stations' choice of what products that "they" think is good for one. I could go on and on with positive reasons to let Rock supply me.
Best regards, [redacted]

Rock is the ONLY source for stock replacement parts online. I've used them repeatedly over the last 5 years and never had even the slightest complaint. The prices are great and service has always been top notch. They can look forward to many more years of my business.

Great Compamy, enjoy fast, reliable service of parts and the price is great also

I was very pleased with the selection of same parts available locally but at much lower prices. Shipping is a little steep, but that pertains more to the shipping company than RockAuto. I also liked the payment options, including PayPal.

Review: Rock Auto is selling a part that they claim is a direct replacement for my Ford diesel pickup. After reading their item description on their website and discussing the particulars with them on the phone it sounded like the part would fit. It was a oversized part and required to be shipped on a truck which was very costly. After receiving the part, I discovered that it was not in fact the correct part for a diesel pickup but it was instead for a gasoline pickup. Rock Auto asked me for verification of the part number which I did as well as sent them photos demonstrating that the part would not work. Rock Auto offered a full refund if I returned the part which I did. However they only refunded the original cost of the part but did not reimburse any shipping. To date I paid $158.45 for the part, $172.49 in shipping and $62.00 for return shipping. They have only reimbursed the part cost of $158.45.Desired Settlement: I believe rock auto misrepresented the part in their online description as well as on the phone. After I did some checking with Ford and other aftermarket retailers they are selling a part that is incorrect for the application. Rock Auto needs to do some fact checking and change the item description. Rock Auto needs to reimburse me all of the shipping charges I incurred because of their faulty information.

Business

Response:

When this customer placed order

#[redacted] for a radiator support (VARIOUS MFR Part # FO1225121) for a

1995 FORD F-250 with a 7.3L V8 diesel turbocharged engine, RockAuto

listed that this part was a radiator support with a maximum height

of 24” intended for vehicles with diesel engines and which do

not have Air

Conditioning

(“Maximum Height= 24; w/diesel engine; Radiator

support; w/o A/C”).

When the customer contacted us on

3/29/14 to report the product he received was the wrong size for his

vehicle, he confirmed his vehicle information and that his vehicle

has air conditioning. The customer also sent us photos of the part he

received against his radiator (see attachment), and from the photos

it was clear that the radiator support he needs must be larger than

the 24” product he ordered. Based on the listing we had for this

product, we would not expect this part to fit and function for his

vehicle. Given this information, our representatives determined that

he had ordered incorrectly. Per our return policy, we offered a

return for the cost of the product without coverage of shipping

costs. The customer was never offered a full refund of shipping costs

from our representatives.

We are unable to confirm the accuracy

of other retailers' and dealers' information that the customer has

referred to. However, whether this vehicle is intended for diesel or

gasoline engines has been researched by RockAuto multiple times since

2006 when we saw our first return of this product, and each time we

have confirmed that the part is intended for diesel engines only.

However, given the customer's insistence that this is for a gasoline

rather than a diesel engine, we researched this product once again to

verify our information. We again found that this is intended for

diesel, not gasoline, engines. We

also found that whether or not the vehicle has air conditioning is

not a determining factor and we intend to update this detail in our

catalog listing.

During

this research, we discovered information that is relevant to this

customer's vehicle and which we hope will assist this customer moving

forward. We found that there were originally two radiator supports

made for the diesel trucks: one for trucks with the “super cooling

package” and one for vehicles without this package. The super

cooling package was an option Ford put on some of their super duty

trucks for towing, and it refers to engine and transmission cooling

(not air conditioning). We had previously understood this super

cooling package as referring to air conditioning, which is why our

listing read “w/o A/C.” We now understand that it is unrelated to

air conditioning, and will thus adjust the listing accordingly.

Models with the super cooling package use a taller radiator. Models

without the super cooling package require a 24” high radiator

support. Based on the photos the customer supplied, it appears he has

this super cooling package and needs a radiator support that is

taller than the 24” support he ordered.

The

radiator support for vehicles with the super cooling package is no

longer available from Ford and was never available in the

aftermarket. There is only a single part number available

(FO1225121), and this part number will not work for vehicles with the

super cooling package. For vehicles with the super cooling package,

the only way to get any radiator support to work that is available

for purchase in the aftermarket is to modify it. Modification,

however, voids the warranty of a product. The alternative would be to

locate the part from a junk yard.

The customer did

not order according to the specifications in our part listing. Even

disregarding the “w/o A/C” detail, we specified that the maximum

height of this product was 24” and it is clear that his radiator

requires a radiator support that is taller than 24”. Thus,

according to our return policy, we are not responsible for any

shipping costs associated with the order. The customer has returned

the part to us and we have refunded him for the cost he paid for the

product, which was $158.45.

However,

the customer's order and subsequent communications led to RockAuto

updating our listing to specify not only the height but also that

this part is intended for vehicles without the super

cooling option so that customers

can recognize not only the dimensions but the package that these

dimensions are associated with. As a means of thanking the the

customer for what led to a more explicit catalog listing, we are

willing to make an exception to our return policy and refund the

customer for half of the shipping charges he paid for on this order.

As the customer mentioned, he paid a total of $234.49 in shipping

costs on this order. We are willing to refund the customer half of

this amount, or $117.25, to his original payment method within 5

business days. Though the customer did order incorrectly, we do want

to acknowledge that his submission to the Revdex.com

helped us to improve our listing for this product and we are thus

willing to share responsibility of shipping costs with the customer.

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.

Product was delivered earlier than promised and everything bolted right up. Will 100% use them in the future

Auto parts at a good value

Great company !

Good prices fast shipping Quality Parts