RockAuto

I recently tried to place an order with Rock Auto Order # 30651589. I entered the Billing Info Incorrectly. I called to let them know and the lady I spoke with said to please correct the information and resubmit. I did so and resubmitted order. The card was declined. Come to find out the card had already been preauthorized for the total amount of the order with the 1st time around and I only had enough money to do this once.. I am very upset that they would preauthorize a my card with the wrong information. No other company I have ever ordered online with has ever done this. I contacted the company 3 times, twice the agents were very rude and unwilling to work with me and wanted to argue. I tried to get them to let me speak to a manager and they said they were the manager, I asked for the corporate # and that was the corporate # that I had called. The last rep [redacted] was the rudest rep of all. Customer Service is not one of their strong suits and needs work.

All I can say is RockAuto is a great company to deal with. I have had real good service with low prices. How can you beat that?

RockAuto consistently offers better prices, excellent customer service, and useful information to help make auto repairs affordable and successful.

About a month ago I purchased several parts for my old Lincoln Town Car. Ordering was very easy and they fit perfectly. I was able to do the work myself and they arrived in a timely manner. RockAuto had great prices and I feel I saved a bunch using RockAuto on line. I could not be happier and would highly recommend RockAuto to family and friends.

I am recently retired from a service based company. Our motto was to "Wow And Delight Every Customer Every Time". I was definitely "wowed and delighted" to have my order arrive days prior to the listed arrival date.

I will most certainly place orders with Rock Auto when necessary in the future.

Excellent prices, quick shipping, good customer service. I've had a few order issues over the years and each time the problem was resolved quickly and favorably. This is where I buy most of my auto parts.

Excellent parts and prices. Speedy service. Parts arrive quickly, normally 1-2 days. Always a good fit.

A great site for great parts at a great price.

I love RockAuto, LLC they have great prices and prompt service. I recommend them to all my friends. I lost a package once and I believe FedEx delivered it to the wrong house. RockAuto sent me another part at no cost to me. You just cant do better then RockAuto.

Great price and great service.

My only previous deal with RockAuto was to order rear air shocks for my Cadillac Catera. The shocks arrived 3 business days after placing the order. They were made in Belgium by Monroe and they have been on my car for 2 years now, to my complete satisfaction. The price including shipping was half of what was the lowest price quoted to me by retailers here in Ontario.

Review: Over a period of about 3 weeks, I purchased 2 defective radiators from RockAuto.com. The first radiator I purchased leaked badly immediately after installation, requiring me to refill the coolant with about a pint of $15/gallon Asian coolant after driving about 30 miles (my work commute). I spent about 6 hours uninstalling the original radiator and installing this defective one. There's no practical way for a DIY installer to test a radiator for leaks prior to installation. I immediately contacted RockAuto and they promptly agreed to send me a pre-paid shipping label in order to return the defective part. It was difficult to actually speak with a customer service rep. The phone number is in very small print at the bottom of the homepage screen. Their website is designed to address problems with parts by going through an automated, electronic algorithm. The result of the process did not allow me to choose a different brand of radiator. I did not want to purchase the same brand since it was defective. I actually wanted to upgrade to a more expensive brand, but this was not an option through the automated process. I was finally able to speak with a person, and that individual explained to me via email the process for my particular situation.

I ordered the more expensive radiator and it arrived within 4 days. The company was very prompt and efficient in processing and shipping of orders. However, this radiator did not fit my vehicle despite confirming on the website that it was specifically designed for my make, model, year, engine type and country of manufacture (Toyota has different parts for North American and Japanese built vehicles). I ordered the correct radiator, but IT DID NOT FIT MY VEHICLE. The air conditioning evaporator coil mounts to the front of the radiator, but the bottom mounting brackets did not line up with the nut grommets on the composite molded bottom section of the radiator. The part was apparently molded incorrectly at the factory. I had to modify the aluminum brackets on the evaporator coil by bending out the lip of the bracket and drilling a new hole for the bolt to line up with the nut. I was fortunately able to achieve an acceptable fit with this modification, but it added at least another 30 minutes to the installation. Then, I discovered that the two posts on the top of the radiator where the rubber grommets mount to fit inside the front engine compartment frame piece were also incorrectly off-set to the driver's side of the car. I had to manually deform the soft rubber grommets while installing the cross-frame piece in order to get this piece mounted back on the vehicle and the radiator sufficiently stabilized in place.

I immediately contacted RockAuto via email. I sent labelled photographs of the defective/ill-fitting radiator mounts. I asked the representative for a full refund of the cost of the radiator, which was about $140. They refused stating that it is against their policy. They offered to send yet another part out to me and a refund on this second part when they received it. I told them that I was able to get this part to fit with the modifications described, which took additional time on top of all the extra time I had spent installing/uninstalling the first defective part that they sold me. I once again requested a full refund based on the rationale that RockAuto had sent me out 2 defective parts in less than a month causing me significant inconvenience, loss of use of my care and at least an extra 6 hours of time installing/uninstalling parts. I was essentially asking for a $140 remedy for their lack of sufficient quality control. At this point, RockAuto ignored me, and I have not heard from them again.Desired Settlement: RockAuto.com should refund the cost of the radiator that I purchased from them on 4/19/2016 (order #45239657) at a total cost of $147.78 (including $9.99 in shipping) due to the gross lack of quality assurance that led to them sending me two defective radiators within a month of each other. I think I did RockAuto a service by providing them a detailed description, including labelled photographs, of the defective part. They could use this information to assess problems with manufacturing of this particular lot of parts, thereby saving the company a lot more than the refund I'm requesting.

Business

Response:

RockAuto is a retailer, not a manufacturer. We have no facilities to test parts. If the part is defective, we are happy to replace the part under the manufacturer’s warranty or provide a refund for a defective part within 30 days. Mr. Ware can use our Order Status & Returns page to report the failure and receive return instructions. If the radiator is not defective, we will not accept a return on a part that has been installed and modified, as our Help page explains.

This web site is user friendly for an old man like myself.
The prices are very competitive.

When I need parts, I purchase from RockAuto.com. Even with shipping they are typically cheaper than the local stores. If I have a problem with a part I can call customer service for a quick resolution. They are friendly and I am happy to do business with them.

Fast delivery, good prices, easy to find items

excellent prices with great products. brand name for almost half price.

I'm very pleased with the results & service that I have experienced on approximately six different transactions. I have and will continue to recommend Rockauto.com to my friends and relatives that do their own mechanic work. Great place to do business with !!!

I have always received outstanding customer service and support. Every item I have ordered in the past is OEM and fits exactly like the one I'm replacing. My son is a Senior Quality Engineer for GM and he only uses Rock Auto for his personal vehicles.

Wow, I ordered my windshield wipers on Oct 8 and they were delivered Oct 10. Excellent service. I wasn t expecting them until Monday the 12th.....Thanks you.

there is no better place to get the right part the first time. and shipping is so quick,I love this place.